Hi, I’m
Emily J Santana
Bronx,USA
Summary
Experienced professional seeking to leverage skills, tackle new challenges, and advance in career. Committed to utilizing expertise to contribute to the success of a dynamic organization. Excited to take on responsibilities that foster growth and make a meaningful impact. Dedicated and driven, ready to excel in a role that aligns with career aspirations.
Overview
11
years of professional experience
Work History
Weill Cornell Medicine
Patient Access Coordinator
07.2022 - Current
Job overview
- Fields telephone inquiries from patients and referring physician offices, helps patients to select the right physician to meet their needs, advises on insurance, payment and visit concerns
- Responsible for making, confirming, and cancelling appointments for both new and existing patients
- Manages patient expectations for all scheduled appointments and provides information to patients regarding their visit
- If applicable, processes referral requests within the practice management system and contacts appropriate parties to schedule requested appointments
- Adheres to scripts and protocols for handling various types of appointment requests
- Exercises some independent judgment when dealing with patients and special requests
- Verifies insurance coverage prior to the patient’s appointment
- Scans all related documentation into patient electronic medical records
- Documents patient interactions and notes within the practice management system
- Participates in pilot programs
- Under direction, may distribute work assignments staff
- Obtains, reviews and updates patient demographic and insurance information within the practice management billing system
South Florida ENT Associates
Call Center Supervisor
02.2022 - 07.2022
Job overview
- Manage a smaller team of 10 Contact Center Agents
- Handling escalation calls
- Evaluate staff performance and conduct weekly evaluations
- Monitor performance including quality assurance and system documentation
- Facilitating training for specialists, including newly hired or transferred specialists and current specialists with additional training needs
- Compliance with HIPPA policies and procedures
- Measuring performance using key metrics (e.g., calls waiting, call abandonment, etc.)
- Troubleshoot any phone line issues demonstrated within call center
- Attend weekly operations with office supervisors to ensure workflows are running in accordance
- Work with Clinical Operations Manager to develop performance goals and objectives for contact center staff
- Prioritize workload and perform in a fast-paced and challenging environment
- Performs routine clinical administrative operations including photocopying charts, follow-up on referrals, calling patients when necessary, mailing letters to patients, and faxing specialist visit notes when required
Sephora
Sales and Service Leader
11.2021 - 02.2022
Job overview
- Provide Excellent Client Experience
- Help ensure that the team is motivated to create a memorable experience for the customers
- Use Sephora’s tools to measure KPIs, monitor analytics, and propose action plans to elevate Client Experience
- Coach Beauty Advisors when they engage clients about loyalty programs
- Assist the Management team in executing operational initiatives and ensuring profitability and efficiency in your store
- Supervise all aspects of the operation of the store including opening, closing, managing the change in shifts, delegating task, scheduling, payroll processing, ordering, receiving, inventory management, merchandising, cash management as well as other duties necessary to effectively run the business
Community Healthcare Network
Contact Center Team Lead
08.2017 - 09.2021
Job overview
- Transitioned from Call Center Specialist to Call Center Team Lead
- Manage a team of 35+ Contact Center Agents
- Evaluate staff performance and conduct annual evaluations
- Monitor performance including quality assurance and system documentation
- Facilitating training for specialists, including newly hired or transferred specialists and current specialists with additional training needs
- Compliance with HIPPA policies and procedures
- Measuring performance using key metrics (e.g., calls waiting, call abandonment, etc.)
- Work with Clinical Operations Manager to develop performance goals and objectives for contact center staff
- Prioritize workload and perform in a fast-paced and challenging environment
- Performs routine clinical administrative operations including photocopying charts, updating prenatal logbook, follow-up on abnormal labs and referrals, calling patients when necessary, mailing letters to patients, and faxing referrals to central office
Walgreens
Assistant Manager
04.2014 - 08.2017
Job overview
- Completed training to advance from Shift Leader to Assistant Manager
- Ensure compliance to applicable labor laws, legal requirements, company policy, and the collective bargaining agreement
- Supervised all aspects of the operation of the store including opening, closing, managing the change in shifts, delegating task, scheduling, payroll processing, ordering, receiving, inventory management, merchandising, cash management as well as other duties necessary to effectively run the business
- Planning the hiring candidate, posting the job and screenings incoming resumes, setting up interviews and conducting post interview assessments, determining details of the job description and extending the job offers
- Independently ensure marketing initiatives, Plano-grams projects, and store conditions are compliant with the corporate standard
- Models and delivers, distinctive, delightful customer experience and ensure price integrity is maintained to comply with weights and measures
Education
John Jay College of Criminal JusticeNew York, NY
B.S (Honors) from Criminal Justice
05.2021
University Overview
- Dean’s List Spring 2020
- Dean’s List Spring 2021 GPA 3.51
- GPA: 3.44
LaGuardia Community CollegeLong Island City, NY
A.A.S from Criminal Justice
06.2018
University Overview
- Dean’s List Spring 2017
- GPA: 3.18
Medgar Evers College (Beta Academy)
GED
12.2014
Skills
- Bilingual: English and Spanish
- Timely Attendance
- Proficient in Microsoft Office
- Proficient in Microsoft Teams
- Proficient in Google Documents
- Proficient in Retail Systems
- Proficient in Online Research
- Efficient Typing Skills
- Collaborative Team Member
- Understanding of HIPAA Regulations
- Efficient Task Management
- Operational Oversight
- Team Leadership
- Experienced with EMR Software
- Insurance Eligibility Verification
- Experienced with Telecommunications Systems
- Criminal Law Expertise
- Understanding of State Law
- Understanding of Federal Law
- Constitutional Law Expertise
- Healthcare Vocabulary
- Client Referrals
- Quality Assurance Monitoring
- Client-Centric Approach
- Staff Training
- Appointment Coordination
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
401k matchPaid sick leave4-day work weekHealthcare benefitsAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Epic
EClinicalworks
Microsoft
Timeline
Patient Access Coordinator
Weill Cornell Medicine
07.2022 - Current
Call Center Supervisor
South Florida ENT Associates
02.2022 - 07.2022
Sales and Service Leader
Sephora
11.2021 - 02.2022
Contact Center Team Lead
Community Healthcare Network
08.2017 - 09.2021
Assistant Manager
Walgreens
04.2014 - 08.2017
LaGuardia Community College
A.A.S from Criminal Justice
Medgar Evers College (Beta Academy)
GED
John Jay College of Criminal Justice
B.S (Honors) from Criminal Justice
Similar Profiles
CHRISTIAN DORVILIERCHRISTIAN DORVILIER
Revenue Cycle Specialist, Customer Service at Weill Cornell Medicine Physicians OfficeRevenue Cycle Specialist, Customer Service at Weill Cornell Medicine Physicians Office
ANJANI TURAGAANJANI TURAGA
Research Fellow | Human Therapeutic Organoid Core at Weill Cornell MedicineResearch Fellow | Human Therapeutic Organoid Core at Weill Cornell Medicine
Sheteaka MorganSheteaka Morgan
Practice Administrator at Weill Cornell MedicinePractice Administrator at Weill Cornell Medicine