Rosemary Santiago
Tolleson,AZ
Summary
Highly skilled and experienced professional with a combined 16 years of customer service and management experience in the medical field. Adept at providing exceptional customer service, resolving issues, and building strong relationships with patients and healthcare providers. Proven track record of successfully managing teams, implementing process improvements, and achieving organizational goals. Strong leadership, communication, and problem-solving skills. Dedicated and results-driven individual committed to delivering high-quality service and driving operational excellence.
Overview
23
23
years of professional experience
Work History
Gift Shop Manager/Buyer
Phoenix Children's Hospital
Phoenix, AZ
09.2022 - Current
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Received, evaluated and scanned in new inventory, updated computer database and proactively resolved variances.
- Monitored inventories on computer to generate accurate reports.
- Reviewed inventory stocking levels and helped coordinated return or transfer of excess inventory.
- Researched item history to identify root cause for discrepancies between inventory and stock records.
- Worked with accounting personnel to address cycle count variances.
- Reviewed invoices from suppliers for accuracy before authorizing payment.
Supervisor of Guest Services
Phoenix Children's Hospital
Phoenix, AZ
10.2017 - 10.2022
- Oversaw staff in multiple locations within the Guest Services Department to include; Emergency Department initial registration, Main Entrance information center, East Entrance information center, Main and East Surgery Center Liaisons and Phoenix Children's Conference Center.
- Interviewed, hired and trained staff to meet company objectives.
- Responsible for effectively planning, organizing, training, mentoring and supporting staff in a high volume, fast paced environment
- Coordinated daily activities to meet customer service initiatives with a focus on patient experience
- Provided ongoing training to support an ever-changing environment and address staff needs.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Guest Services Associate
Phoenix Children’s Hospital
Phoenix, AZ
04.2013 - 10.2017
- Confirmed purpose of visitors entering the hospital using appropriate software, PC programs, approved access communications, shared event calendars and phone confirmations at entrances to the main hospital.
- Managed check in procedures regarding access for couriers, vendors, process services and surveyors.
- Educated patient families and visitors on access restrictions, processes for access and registration.
- Accurately document information in the appropriate fields and account notes to create the patient account in the Emergency department for services.
- Main hospital Surgery floor liaison, 40+ cases daily, communicated with nursing and surgeons to ensure patient satisfaction.
- Responded to patient, family requests through multiple communication sources and coordinated with appropriate departments to fulfill the need of the patient.
- Organized, assembled and arranged resources and amenities inside and outside of the hospital including lodging, transportation, dining, tourism and personal or business resources to address patient family and visitor inquiries and requests in line with a concierge role.
- Welcomed large volume of guests and improved overall customer service.
- Focused on customer service demonstrating a high level of emotional intelligence while handling multiple demands.
Senior Medical Receptionist
St. Joseph Hospital and Medical Center
Phoenix, AZ
05.2015 - 08.2015
- Checked patients in and out for appointments and collected co-payments.
- Called patients to confirm scheduled appointments and obtain additional details.
- Protected patients by observing strict HIPAA guidelines.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Took messages from patients and promptly relayed to appropriate staff.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Answered multi-line phone system and directed callers to requested personnel and departments.
Retail Store Manager
Kid's Club
Mesa, AZ
10.2009 - 12.2012
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules, and prepared deposits.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Strengthened work flow productivity by hiring, managing, and developing top talent.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Developed and enforced operational improvements to reduce total losses.
Retail Store Manager
Kid's Outlet
Tempe, AZ
11.2005 - 09.2009
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
Assistant Store Manager
Factory 2 U
PHOENIX, Arizona
06.2001 - 10.2005
- Fulfill all management responsibilities in absence of manager.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Handled scheduling for store shifts to achieve adequate staffing.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
Education
Associate of Arts - Business
Strayer University
Online Skills
- Attention to Detail
- Problem-Solving
- Critical Thinking
- Computer Skills
- Telephone Etiquette
- Microsoft Office Suite
- Effective Multitasking
Timeline
Gift Shop Manager/Buyer
Phoenix Children's Hospital
09.2022 - Current
Supervisor of Guest Services
Phoenix Children's Hospital
10.2017 - 10.2022
Senior Medical Receptionist
St. Joseph Hospital and Medical Center
05.2015 - 08.2015
Guest Services Associate
Phoenix Children’s Hospital
04.2013 - 10.2017
Retail Store Manager
Kid's Club
10.2009 - 12.2012
Retail Store Manager
Kid's Outlet
11.2005 - 09.2009
Assistant Store Manager
Factory 2 U
06.2001 - 10.2005
Associate of Arts - Business
Strayer University
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