Cheryl Lynn Santos
Long Beach,CA
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Lead - Remote
Village Medical
07.2022 - Current
- Responded to team support questions quickly to maintain Patient Services Department Contact Center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Achieved high satisfaction rating through proactive one-call resolutions of patient issues.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Oversaw team of 35 agents focused on Quality Assurance calls.
Graduate Teaching Assistant - Remote
Capella University
10.2020 - 01.2023
- Taught remote small groups of students focused on specific parts of coursework.
- Provided relevant and timely feedback on student assignments.
Program Manager
Dignity Health, St Mary Medical Center
03.2021 - 07.2022
- Monitored progress of program, using and applying Welcome Baby Home Visitation programming documents, program directives, funding documents and tracked overall budget expenses
- Collaborated with hospital leadership to set priorities based on business needs, resource capacity and risk exposure
Admitting Supervisor
Dignity Health
08.2020 - 03.2021
- Handled admission processes and discharge procedures to transfer patients from hospital to home care, extended facility and self-care plans.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Clinic Supervisor
Providence St Joseph Health
08.2019 - 09.2020
- Managed daily operations of 50-person clinic supporting approximately 120+ patients per week
- Researched and resolved disputes, billing discrepancies and claims efficiently to maintain customer satisfaction.
Case Supervisor
Patterns Behavioral Services
11.2017 - 08.2019
- Improved delivery of collaborative training, resulting in being proactive and efficient with behavioral strategies in home and community settings for client's parents, caregivers, or educational stakeholders.
- Maintained accurate, current, and compliant, written progress reports by monitoring and addressing variances.
Assistant Clinical Supervisor
Pediatric Minds Early Childhood Treatment Center
12.2012 - 12.2017
- Collaborated with team members to translate respective treatment plans into measurable steps and benchmarks for continuous monitoring.
- Helped plan and implement program goals and objectives to meet insurance contract terms.
Education
Master of Science - Psychology, Behavior
Capella University
Minneapolis, MN08.2017
Bachelor of Arts - Sociology
University of California - Los Angeles
Los Angeles, CA06.2008
Skills
- Team Building
- Problem-Solving
- Non-profit
- Startup
- Leadership
- Customer Satisfaction
- Service Recovery
- Quality assurance
- Project Management
- Program leadership
Accomplishments
- Supervised team of 35 remote call center members.
- Recognized for quality patient care and service recovery within 5 months of hire in a high volume remote call center setting.
- Produced year-end reports to understand Welcome Baby program achievements and opportunities for improvement, while budgeting a 3Million dollar contract with First5LA.
Certification
- Lactation Education Counselor (LEC)
Languages
Tagalog
Native or Bilingual
Timeline
Team Lead - Remote
Village Medical
07.2022 - Current
Program Manager
Dignity Health, St Mary Medical Center
03.2021 - 07.2022
Graduate Teaching Assistant - Remote
Capella University
10.2020 - 01.2023
Admitting Supervisor
Dignity Health
08.2020 - 03.2021
Clinic Supervisor
Providence St Joseph Health
08.2019 - 09.2020
Case Supervisor
Patterns Behavioral Services
11.2017 - 08.2019
Assistant Clinical Supervisor
Pediatric Minds Early Childhood Treatment Center
12.2012 - 12.2017
Master of Science - Psychology, Behavior
Capella University
Bachelor of Arts - Sociology
University of California - Los Angeles
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