Jessica Santiago
New Haven
Summary
Bilingual (English/Spanish) healthcare administrative professional with 10+ years of progressive experience in clinical operations and patient-facing roles. Proven ability to lead front-desk teams, streamline scheduling workflows, and uphold Yale Medicine's high standards for patient care and service excellence. Proficient in Epic, with a strong background in registration, insurance verification, and multi-specialty clinical coordination. Known for fostering an inclusive and efficient environment while consistently delivering compassionate, high-quality patient experiences in fast-paced academic medical settings.
Overview
11
11
years of professional experience
Work History
Front Office Associate
PACT-Primary Care of Hamden
Hamden
01.2024 - Current
- Greet and register patients, manage check-in/check-out, and collect co-pays.
- Accurately enter and verify insurance in EPIC with RTE; create and maintain patient records.
- Answer and triage high-volume phone calls, route messages and schedule appointments.
- Support team efficiency by scanning documents and coordinating patient information.
- Collaborate with clinical team to ensure smooth patient experience and office flow.
Lead Business Office Scheduler
Yale New Haven Health
New Haven
01.2019 - 12.2023
- Led daily operations for scheduling team managing 50+ surgical patients weekly.
- Trained and supervised staff, fostering a high-performance culture.
- Oversaw EPIC scheduling, prior authorizations, and patient follow-up coordination.
- Ensure compliance with HIPPA and maintained confidential patient records.
Ambulatory Care Associate
Yale New Haven Health
Guilford
01.2014 - 12.2016
- Prepared patients for exams, obtain vitals, EKGs, and point of care testing.
- Supported physicians and nurses with clinical tasks and patient education.
- Maintained accurate documentation and contributed to efficient care delivery.
- Performed patient satisfaction through compassionate communication and support.
Hospice Aide
Seasons Hospice
Middlebury
01.2014 - 12.2016
- Provided end-of-life care under interdisciplinary team guidance.
- Delivered hands-on personal care; bathing, dressing, oral hygiene, and feeding.
- Supported patients comfort and dignity while providing emotional support to families.
Education
Patient Care Associate -
Stone Academy
Hamden, CT01.2018
General Studies-Diploma -
Wilbur Cross High School
New Haven, CT06-2007
Skills
- High Achiever
- Rapid and Adaptive
- Solution oriented
- EPIC Trained
- Leadership
- Bilingual (Proficient Spanish/English)
Timeline
Front Office Associate
PACT-Primary Care of Hamden
01.2024 - Current
Lead Business Office Scheduler
Yale New Haven Health
01.2019 - 12.2023
Ambulatory Care Associate
Yale New Haven Health
01.2014 - 12.2016
Hospice Aide
Seasons Hospice
01.2014 - 12.2016
Patient Care Associate -
Stone Academy
General Studies-Diploma -
Wilbur Cross High School