Ana Santana
Bilingual Care Team Supervisor
Dorchester,MA
Summary
Adept at driving quality assurance and staff training, I excelled at MAXIMUS Inc., enhancing customer satisfaction and achieving ISO 9001 certification. Leveraging expertise in HIPAA laws and DOH compliance, my leadership significantly improved operational efficiency. Skilled in Microsoft Office and CRM, my approach to problem-solving and team development consistently delivers superior results. Experienced Team Supervisor with background in managing and developing high-performing teams. Strengths lie in leadership skills, conflict resolution, and strategic planning. Proven track record of boosting team productivity while ensuring adherence to company policies and procedures. Committed to fostering professional growth in team members, leading to increased efficiency and overall company success.
Overview
10
10
years of professional experience
Work History
Bilingual Care Team Supervisor
Elara Caring
08.2024 - Current
- Manage over 130 caregivers ensuring high-quality patient care is delivered
- Collaborating with the healthcare team to develop comprehensive care plans
- Act as a bridge between the patient, family, and healthcare providers, relaying important information and addressing any concerns
- Identify potential issues and find solutions to ensure smooth care delivery
- Build rapport with patients, families, and healthcare team members
- Maintaining accurate patient records, including care plans, progress notes, and communication logs
- Provide training and support to all staff members
- Executed timely payroll administration.
- Facilitated communication among employees, clients, and internal departments for delivered requests.
- Liaison between the patients, workers and referral sources
- Liaison between the patients, workers and the case managers assigned to patients
- Liaise with team to correct billing mistakes.
- Work with the authorization team when requesting authorization updates
- Handled grievances and complaints.
Bilingual Collector
Credit Acceptance Corp.
10.2021 - 08.2024
- Consistently, efficiently, and lawfully contact consumers who are behind on their auto loan payments
- Professionally and respectfully persuade consumers to pay to bring and keep their account current
- Plan a course of action with the consumer to recover outstanding payments
- Negotiate payoff deadlines and/or payment plans, and handle consumer’s questions or complaints
- Update all demographic and contact information to ensure the information we depend on to contact and collect from these consumers is accurately maintained
- Support additional consumer service requests
- Assist Senior Collector and/or Supervisor train new collectors during ramp up time
Medicaid Case Manager
Medicaid Done Right
Boca Raton, FL
07.2020 - 11.2020
- Coordinated all documents to ensure eligibility for state-sponsored Medicaid insurance.
- Processed Medicaid applications for residents in a Long-Term Care facility.
- Documented case notes daily and coordinated follow-up for seamless case management
- Worked with medical teams, patients, and families to implement covered services
- Delivered social work services to nursing home patients
- Coordinated program referrals for community-based resources
- Completed state requirements to ensure compliance with relevant healthcare laws and regulations
- Adhered to social distancing protocols and wore mask, face shield, gloves, and gowns at all times
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
Executive Site Administrator III
MAXIMUS Inc. Federal Services
Tamarac, FL
01.2019 - 01.2020
- Scheduled staff and volunteers to cover all necessary duties during planned events
- Organize project plans and resources
- Coordinate meetings and mass hiring events
- Coordinated site investigations, documented issues and escalated to executive teams as needed
- Recruited volunteers to assist with various events, including fundraising and community outreach
- Supervised a crew of over 800 employees
- Oversaw administrative functions such as schedule management and protocols for orientation, registration and related activities
- Administered all facets of personnel policies and procedures, including conception, modification and approval of professional staff additions
- Modeled expected and appropriate leadership to promote teaching staff and administrative personnel positive interaction with client
Member Services Bilingual Field Representative
Healthfirst
New York, NY
01.2018 - 01.2019
- Hands-on assistance offered to customers, assessing needs and maintaining current knowledge of consumer preferences
- Submitted reports to senior management to aid in business decision-making and planning
- Trained team members in successful strategies to meet operational and sales targets
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
- Traveled up to 25 miles per day to visit customer locations
- Conducted due diligence of research of the marketplace to determine target audience, in-service training needs and overall product value and benefits
Sr. Bilingual Trainer, NY State of Health
MAXIMUS Inc
Rochester and New York, NY
01.2015 - 01.2019
- Taught policies and procedures to staff, supervisors, and managers to help achieve ISO 9001 certification for NYC and Rochester sites
- Supported NYSOH Marketplace Project expansion to newly implemented site by training and coaching 2500+ Call Center and Eligibility & Enrollment staff
- Train, assess, motivate, mentor and support learners.
- Assist learners to develop personal and social skills to better prepare them for work and independence.
- Deliver outstanding teaching, learning and assessment to learners.
- Ensure that the curriculum provides appropriate stretch and challenge for participants.
- Develop resources and bespoke materials to meet the needs of learners and employers.
- Promote, and deliver training in accordance with qualification and call center guidelines.
- Applied superior negotiation, communication, and conflict management skills to facilitate effective discussions
- Facilitated inter-departmental communication to effectively provide customer support
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Education
Bachelor of Arts - Sociology
University of Massachusetts
Boston, MA05.2014
Skills
- HIPAA Laws
- DOH Compliance
- Litigation
- Quality Assurance
- Staff training
- Client Outreach
- Training & Development
- Diverse Populations
- Process Improvement
- Policy & Procedure
- Complaints
- Appeals
- Escalations
- Siebel
- CRM
- Oracle Knowledge Management
- Microsoft Office
- Workday
- Absorb LMS
- NYS Medicaid Database
- NY State Health Exchange
- JIRA Issue Tracking
- MAXe Complaint Tracking
- Halo
- ISO 9001
- Knowledge Management Systems
- Artiva
- Navigation
- Policies
- Sales Force
- ACI Universal Payment
- Daily workflow improvement
Accomplishments
- NYSOH at Maximus Inc., Quarterly Mission, and Values Award, 12/01/16
- Top Collections Performer, Credit Acceptance Corp, 01/01/21 - 08/01/24
Systems
- Siebel
- CRM
- Oracle Knowledge Management
- Microsoft Office
- Workday
- Absorb LMS
- NYS Medicaid Database
- NY State Health Exchange
- JIRA Issue Tracking
- MAXe Complaint Tracking
- Halo
- ISO 9001
- Knowledge Management
- Legal
- Litigation
- Marketing
- Artiva
- Exchange
- Navigation
- Policies
- Process Improvement
- Quality Assurance
- Sales Force
- ACI Universal Payment
Timeline
Bilingual Care Team Supervisor
Elara Caring
08.2024 - Current
Bilingual Collector
Credit Acceptance Corp.
10.2021 - 08.2024
Medicaid Case Manager
Medicaid Done Right
07.2020 - 11.2020
Executive Site Administrator III
MAXIMUS Inc. Federal Services
01.2019 - 01.2020
Member Services Bilingual Field Representative
Healthfirst
01.2018 - 01.2019
Sr. Bilingual Trainer, NY State of Health
MAXIMUS Inc
01.2015 - 01.2019
Bachelor of Arts - Sociology
University of Massachusetts