Jessica Santiago
San Jose,CA
Summary
A responsible, selfless, and goal orientated loyal individual
Overview
15
15
years of professional experience
Work History
Patient Medical Scheduler
Phoenix Practice Solutions
Remote
11.2024 - Current
- Scheduled patient appointments, optimizing calendar for maximum efficiency and reduced wait times.
- Coordinated with healthcare providers to ensure timely follow-up on patient referrals and test results.
- Managed electronic health records system, maintaining accuracy and compliance with HIPAA regulations.
- Developed streamlined communication processes between patients and medical staff, enhancing overall patient experience.
- Implement EPIC knowledge to schedule patients effectively and efficiently
Customer Service Call Center Representative
Santa Clara Family Health Plan
San Jose, CA
04.2024 - 10.2024
- Documented and detailed calls and complaints using call center's database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed highly empathetic client relationships and exceeded service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
Receptionist/Medical Assistant
FAMILY CARE ASSOCIATES
02.2021 - 12.2023
- Interact with patients in person and over the phone
- Check in and assist with insurance processing
- Forward telephone encounters to providers
- Manage conflicts/needs patients require (i.e Scheduling, refills, urgent matters)
- Work in a fast pace position along with multi-task to ensure patients be seen in a timely matter.
- Proficient with Epic system
Lead Customer Service Agent
SAN FRANCISCO INTERNATIONAL AIRPORT (Hallmark Aviation)
San Francisco, CA
03.2014 - 02.2021
- Provide information and interact with passengers on a daily basis
- Input and update accurately sensitive information
- Complete daily tasks efficiently with little direction
- Successfully manage a high-paced working environment
- Answering and returning phone calls/ Replying to emails and complaints
- Resolving conflicts that may occur upon arrival and departure of flights.
Keyholder
THE SHOPS at TANFORAN (Bloom/ American One)
San Bruno, CA
09.2011 - 11.2013
- Successfully manage a high-paced working environment
- Interact on daily basis with customers always striving to leave a smile on their face
- Create and complete critical monthly reports before due date
- Organize, file, and store time-sensitive, customer, and personnel data
- Answering phone calls and redirecting them accordingly.
Education
California State East Bay
Hayward, CACAPUCHINO HIGH SCHOOL
San Bruno, CA05.2011
Skills
- Read & Write Spanish
- Excellent communication and writing skills
- Efficient multi-tasker
- Efficient project management
- Communications: Fax, Email, Phone, Ship, & Receive
- Quick learner and great listener
- Scheduling Appointments
- Basic Accounting
Timeline
Patient Medical Scheduler
Phoenix Practice Solutions
11.2024 - Current
Customer Service Call Center Representative
Santa Clara Family Health Plan
04.2024 - 10.2024
Receptionist/Medical Assistant
FAMILY CARE ASSOCIATES
02.2021 - 12.2023
Lead Customer Service Agent
SAN FRANCISCO INTERNATIONAL AIRPORT (Hallmark Aviation)
03.2014 - 02.2021
Keyholder
THE SHOPS at TANFORAN (Bloom/ American One)
09.2011 - 11.2013
California State East Bay
CAPUCHINO HIGH SCHOOL