Elisa Santiago
Round Rock,TX
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director of Center Operations
Concentra
Austin, TX
06.2021 - Current
- Worked with leading-edge technologies and continuously advanced knowledge and skills.
- Found failures, reviewed errors, identified trends and exposed opportunities to improve operations both internally and externally.
- Managed relationships with existing fulfillment center partner facilities and sourced new potential partners.
- Identified areas of opportunity, developed improvement plans and implemented plans with unquestioned success.
- Directed workforce management activities and set performance goals and objectives for center operations team.
- Tracked and analyzed profitability and key metrics to improve overall profitability and bring in new clientele.
- Trained new employees on proper protocols and customer service standards.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Assistant Director of Center Operations
Concentra
Round Rock, TX
04.2018 - 06.2021
- Ensured staffing optimization and held staff accountable to impact workflow and patient experience for all disciplines and sites.
- Worked with clinicians in assessing center processes, workflows, and staffing to continuously improve patient experience.
- Maintained and established relationships with employers, payers, referral sources, networks, local communities, etc., to drive market growth.
- Assisted team regarding business metrics, patient/client happiness, process, procedure, etc.
- Obtained authorization as needed to process patients for services needed.
- Checked patients in appropriate patient management system following client company protocols.
- Answered incoming telephone lines per company procedures and directed callers accordingly.
- Checked out patients in appropriate patient management system according to procedure and distributed records according to Employer’s protocols.
- Maintained inventory of office supplies and printed forms.
Medical Assistant
Lonestar Circle Of Care
Hutto, TX
11.2015 - 03.2018
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Called and faxed pharmacies to submit prescriptions and refills.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
Patient Care Technician, ER
Medical Center | Brac University
Austin, TX
03.2014 - 11.2015
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Collected and transported specimens to prepare for lab testing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Organized and replenished unit supplies to maintain team readiness for expected demands.
- Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care and rehabilitation.
Certified Nursing Assistant
Preferred Care At Home
Cedar Park, TX
08.2012 - 02.2014
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
Education
Nursing
Temple College
Temple, TX2018
CNA Certification -
Health Care Career Center Inc.
Round Rock, TX2013
Nursing Assistance
Austin Community College
Austin, TX2012
High School Diploma -
Stony Point High School
Round Rock, TX2011
Skills
- Business Operations
- Performance Monitoring and Evaluation
- Policy Management
- Records and Database Management
- Staff Recruiting
- POS Inventory System Operation
- Financial and Operational Reporting
- Effective Project Management
- Customer Accounts Management
- Training
- ROI Improvements
- Microsoft Dynamics
Certification
- First Aid/CPR Certified
- BAT and UDS Certification, Concentra
- HIPAA & OSHA Compliance Training
- CNA - Certified Nursing Assistant
Languages
Spanish
Native or Bilingual
Timeline
Director of Center Operations
Concentra
06.2021 - Current
Assistant Director of Center Operations
Concentra
04.2018 - 06.2021
Medical Assistant
Lonestar Circle Of Care
11.2015 - 03.2018
Patient Care Technician, ER
Medical Center | Brac University
03.2014 - 11.2015
Certified Nursing Assistant
Preferred Care At Home
08.2012 - 02.2014
Nursing
Temple College
CNA Certification -
Health Care Career Center Inc.
Nursing Assistance
Austin Community College
High School Diploma -
Stony Point High School
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