Giselle Santana
Chattanooga,TN
Summary
Empathetic, bilingual (Spanish/English) professional with 10+ years in medical interpretation and patient advocacy. Skilled in benefits administration. Deliver compassionate, member-focused service, adeptly navigate complex policies, and ensure HIPAA compliance. Excited to leverage healthcare and benefits expertise to make a positive impact for Maven Clinic members.
Overview
11
11
years of professional experience
Work History
Participant Advocate, Customer Service
NECA/IBEW FMCP
Rossville, GA
02.2025 - Current
- Supported union members by managing high-volume calls and emails regarding complex local medical insurance benefits.
- Resolved miscommunication and billing disputes between members and providers. Ensured clarity in benefit explanations.
- Collaborated with peers to find solutions for new challenges, consistently ensuring excellent member experience.
- Calculated insurance benefits, processed child services, and explained educational forms to members.
Owner/Operator
Pepper Blossom
Chattanooga, TN
03.2024 - Current
- Managed daily business operations, strategy, and quality control while building strong, lasting customer relationships.
Bilingual Customer Benefit Advisor
Unum
Chattanooga, TN
09.2018 - 09.2022
- Answered calls warmly and compassionately. Supported clients facing short-term and long-term disability claims.
- Interpreted complex payment and insurance policies for English and Spanish speakers with professionalism.
- De-escalated intense situations to reach constructive conclusions. Built trust with clients.
- Volunteered as the Spanish Newsletter Editor, promoting a culture of positivism and resiliency within the team.
Spanish Patient Service Representative
Hamilton County Health Department
Chattanooga, TN
09.2014 - 09.2018
- Interpreted for doctors, staff, and clients from diverse backgrounds in immigration and STI clinics.
- Assisted nurses and doctors in educating patients about birth control and medication usage.
- Greeted visitors, managed scheduling, confirmed appointments, and handled payments for services.
- Created, managed, and maintained clients’ medical records, following HIPAA laws.
Education
Some College (No Degree) - Business Administration
Bryan College
Dayton, TNSome College (No Degree) - Art
Cleveland State Community College
Cleveland, TNSkills
- Bilingual expertise
- Patient support and education
- HIPAA compliance
- Analytical skills
- Interpersonal communication
- Conflict resolution
Timeline
Participant Advocate, Customer Service
NECA/IBEW FMCP
02.2025 - Current
Owner/Operator
Pepper Blossom
03.2024 - Current
Bilingual Customer Benefit Advisor
Unum
09.2018 - 09.2022
Spanish Patient Service Representative
Hamilton County Health Department
09.2014 - 09.2018
Some College (No Degree) - Business Administration
Bryan College
Some College (No Degree) - Art
Cleveland State Community College