Cristina Sanchez-Reeves
Scottsdale,AZ
Summary
Client Support, Patient Support, and SaaS Support professional with 10+ years of experience supporting healthcare, and customer-facing software platforms. Experienced in troubleshooting software, account, workflow, and technical issues while delivering exceptional service through phone, chat, email, and video channels. Strong background in patient support, insurance verification, provider relations, and cross-functional collaboration. Proficient with Salesforce, Jira, Confluence, HubSpot, Intercom, Epic, NextGen, and healthcare technology platforms.
Overview
14
14
years of professional experience
Work History
Client Support Specialist
Randstad (Alphaeon Patient Financing)
08.2025 - 05.2026
- Provided SaaS platform support to medical practices utilizing Alphaeon's patient financing software.
- Diagnosed and resolved account access, user configuration, application, and workflow issues through phone, chat, and email support.
- Served as the primary point of contact for plastic surgery, dermatology, ophthalmology, and dental practices using the platform.
- Guided users through software functionality, account management, and troubleshooting processes.
- Investigated technical issues, documented findings, and collaborated with internal teams to drive resolution.
- Assisted providers in supporting patients seeking financing options, helping improve access to care.
Patient Support Associate
Rupa Health
08.2023 - 10.2024
- Delivered patient and provider support for a healthcare SaaS platform through phone, email, and chat.
- Assisted users with account navigation, lab ordering workflows, results access, and platform functionality.
- Troubleshot software, workflow, and account-related issues impacting providers and patients.
- Managed escalated cases requiring coordination across Clinical, Operations, and Technical teams.
- Educated providers and patients on platform features, processes, and best practices.
- Promoted to the Resolutions Team based on strong performance and complex issue resolution.
Client Support Associate
Midigator
12.2021 - 06.2022
- Delivered customer support for a SaaS-based chargeback management platform through phone, video, chat, and email.
- Troubleshot platform, account, integration, and workflow issues for clients.
- Investigated and replicated reported software issues to identify root causes and support resolution efforts.
- Utilized Jira, Confluence, Salesforce, and internal tools to manage support tickets and client communications.
Data Entry/Payroll Assistant
Fore Enterprise
02.2019 - 12.2021
- Conducted compliance reviews and data validation to ensure accuracy and adherence to internal standards.
- Maintained confidential records and collaborated on process improvement initiatives.
- Entered and validated payroll and expense information with exceptional accuracy.
- Investigated discrepancies and resolved issues promptly to maintain data integrity.
Wax Specialist Lead
European Wax Center
04.2016 - 03.2021
- Received Excellence in Service recognition for four consecutive years.
- Led and mentored team members while maintaining exceptional customer satisfaction.
- Implemented process improvements that enhanced service delivery and client retention.
Insurance Verification Specialist
McKesson Specialty Pharmacy
11.2014 - 08.2015
- Conducted insurance verification, benefits investigation, and prior authorization support for specialty medications.
- Collaborated with providers, insurance carriers, and patients to resolve coverage, eligibility, and authorization issues.
- Educated patients on insurance requirements, treatment approvals, and financial responsibilities.
- Utilized healthcare software systems to manage patient accounts and documentation.
- Maintained compliance through detailed tracking, reporting, and documentation practices.
Medicare Payor Change Coordinator
Apria Healthcare
08.2012 - 05.2014
- Verified Medicare eligibility and insurance coverage requirements for patients receiving durable medical equipment.
- Coordinated insurance and payor transitions to ensure uninterrupted patient services and reimbursement.
- Assisted patients, providers, and internal teams with insurance-related inquiries and account resolution.
- Trained new team members and participated in operational improvement initiatives.
- Recognized as Employee of the Month for outstanding performance and compliance contributions.
Education
Healthcare Administration -
Ashford University
Certificate of Technical Studies - Medical Billing & Coding
PIMA Medical Institute
Mesa11-2009
Skills
- SaaS Platform Support
- Software Troubleshooting
- Escalation Resolution
- Cross-Functional Collaboration
- Salesforce
- HubSpot
- Intercom
- Jira
- Asana
- Slack
- Google Workspace
- Microsoft Office
- EMR/EHR
- Mac OS
Timeline
Client Support Specialist
Randstad (Alphaeon Patient Financing)
08.2025 - 05.2026
Patient Support Associate
Rupa Health
08.2023 - 10.2024
Client Support Associate
Midigator
12.2021 - 06.2022
Data Entry/Payroll Assistant
Fore Enterprise
02.2019 - 12.2021
Wax Specialist Lead
European Wax Center
04.2016 - 03.2021
Insurance Verification Specialist
McKesson Specialty Pharmacy
11.2014 - 08.2015
Medicare Payor Change Coordinator
Apria Healthcare
08.2012 - 05.2014
Healthcare Administration -
Ashford University
Certificate of Technical Studies - Medical Billing & Coding
PIMA Medical Institute