Lei San Aris
Tampa
Summary
Experienced Healthcare SaaS Professional with a proven track record in team leadership, customer relationship management, and operational excellence. Adept at driving cross-functional collaboration, resolving complex issues, and optimizing processes to improve service delivery. Skilled in stakeholder engagement, change management, and conflict resolution with a strategic yet adaptable approach to dynamic business environments. Committed to enhancing customer satisfaction and loyalty through proactive relationship management and a strong focus on continuous improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Supervisor, Application Support: Specialty Support
INOVALON (formerly ABILITY NETWORK)
12.2019 - Current
- Conducts data-driven reviews using ServiceNow analytics to identify support gaps, recurring issues, and opportunities for process optimization with the creation of reports and dashboards.
- Attends regular service review meetings with vendors such as DMA and GPI to track KPIs, address open items, and align on improvement plans.
- Proactively anticipates customer needs and risk factors, coordinating with internal stakeholders to resolve issues and increased customer satisfaction by more than 30% with increased positive team CSAT scores.
- Collaborates cross-functionally with internal stakeholders to implement targeted engagement plans that drive platform adoption for specialty products and actively influence the execution of strategic initiatives.
- Proactively attends regular sprint reviews and stakeholder meetings to maintain alignment with organizational goals and client outcomes.
Supervisor, Application Support: Partner Support
INOVALON (formerly ABILITY NETWORK)
02.2024 - 10.2024
- Successfully substituted in the backend RCM manager’s absence by directly managing their team of 12 backend RCM support personnel with providing clear objectives, inspiring a high-performance culture, improving morale and evaluating progress which resulted in a CSAT increase of 20% in a 2-month turnaround period.
- Successfully collaborated with the Partner Success Team internally and in client meetings to articulate customer value, product impact, and align business objectives, resulting in improved client engagement and retention.
- Develops and refines standard operating procedures for ticket management, monitoring, alerting, and incident management by creating KB articles, posting updates on TEAMS chat, templates, etc.
- Built upon Inovalon’s Support career framework to strengthen the team’s emphasis on personnel development with transparent bi-weekly 1:1’s, detailed recap of the 1:1’s, Mid-year reviews, etc.
Technical Product Support Team Lead: Partner Support
INOVALON (formerly ABILITY NETWORK)
07.2022 - 02.2024
- Successfully assisted team of 10 with difficult issues by offering technical expertise and training where applicable.
- Proactively took ownership for complex cases from both Tier I and Tier II for further handling.
- Assisted Management with customer escalations via several forms of communication while proactively taking ownership of special projects.
- Successfully utilized leadership skills by coaching new and existing coworkers as well as collaborating with the team to increase productivity on the quality and successful resolution of cases.
Technical Product Support Analyst II: Major Accounts
INOVALON (formerly ABILITY NETWORK)
09.2021 - 07.2022
- Served as the lead point of contact for any technical matters regarding Major Accounts and Enterprise Accounts while building and maintaining strong, long-lasting client relationships.
- Ensured the timely and successful delivery of our solutions according to customer needs and objectives.
- Clearly communicated the progress of low level to escalated cases with clients on a daily/weekly basis with a high successful resolution rating.
- Increased the communication and resolution of Major Account cases by 50%.
Customer Support Representative II: Technical Support
FLORIDA HOSPITAL (ADVENT HEALTH)
12.2019 - 09.2021
- Successfully resolves technical support issues with knowledge of healthcare operating systems such as SmartForce (Shifthound), CHOICE All Payer Claims, CHOICE Medicare Claims, CHOICE Medicare Eligibility and EASE All Payers.
- Accurately resolve cases using Healthcare EDI knowledge (ANSI, 835, 837, 277CA, 999).
- Precisely review rejections to aid with resubmissions, voided and corrected claims.
- Effectively elevate issues following escalation procedures while keeping customer abreast of updates.
Account Representative / Medical Billing Specialist (PFS)
FLORIDA HOSPITAL (ADVENT HEALTH)
06.2018 - 12.2019
- Submitted primary, secondary, tertiary, corrected, and voided paper and electronic claims to insurance companies, including Medicare and Medicaid with attention to detail and accuracy.
- Identified account discrepancies and disputes that hindered claim payments with audit of quality control via the review of denial correspondences, CCI edits, NCD/LCD reports and rejection reports.
- Reviewed billing edits and provided insurance companies with correct information while increasing the number of clean claims submitted while reporting payer trends to Management.
Account Representative / Customer Service (PFS)
FLORIDA HOSPITAL (ADVENT HEALTH)
10.2017 - 06.2018
- Accurately submitted patient statements, hospital claims and explained benefits with the patients while providing itemized statements, itemized bills, and UB04 documents.
- Assisted with the increase of the claims collections process by successfully verifying insurance and setting claims ready to bill.
- Trained with medical billing software systems such as Cerner, Series, SSI Billing, Simplee and Clear Balance.
Senior Customer Service Representative / Team Lead
GREENWAY HEALTH
04.2016 - 10.2017
- Effective Point of Escalation that increased the number of deescalated calls and first call resolutions by 20% while training new personnel, handled escalations directly from the Director of Finance, and transitioned tasks to the correct department after thorough research.
- Successfully monitored staff’s productivity via Salesforce by creating reports to meet goals and created standard operating procedure (SOP) documentation for guidance of daily work operations.
- Diligently utilized agility and resilience skills to work as Customer Service sole Point of Contact for completing customer credits accurately during the Greenway Health breach.
Customer Experience Manager I / Account Manager
GREENWAY HEALTH
09.2015 - 04.2016
- Conferred with customers to discuss their accounts, grievances, current government regulations compliance, contract and any needed information concerning changes in the health care industry while maintaining excellent customer relationships and upholding satisfaction survey ratings over 90%.
- Coordinated communication between clients, internal stakeholders and/or regulatory agencies regarding health care changes to increase revenue cycle management and improve patient care while preparing and conducting regular meetings.
- Proactively identified and pursued expansion opportunities within assigned accounts, while leading renewal and growth initiatives to maximize customer value and long-term partnership.
Customer Service Representative II / Accounts Receivable
GREENWAY HEALTH
08.2013 - 09.2015
- Reviewed, researched and responded rapidly to customers’ inquiries and complaints regarding company products, contractual agreements, licensing; with respect to established policies, billing procedures and contractual agreements while verifying accuracy of billing data and decreased errors to below 30%.
- Successfully handled difficult calls regarding revenue cycle management with access to various Clearinghouses such as Emdeon, Navicure, Gateway, Relay Health.
Education
Bachelor of Science Degree - Healthcare Management
NATIONAL AMERICAN UNIVERSITY
01.2017
Medical Billing & Coding Associate in Science Degree - undefined
ULTIMATE MEDICAL ACADEMY
01.2013
Medical Billing and Coding Diploma - undefined
ULTIMATE MEDICAL ACADEMY
01.2013
Skills
- Customer Relationship Management
- Product Adoption & Utilization
- Customer Health Monitoring
- Application Support Leadership
- Vendor Relationship Management
- Process Improvement & Automation
- Cross-Functional Team Collaboration
- Performance Monitoring & Reporting
- Data-Driven Decision Making
- Stakeholder Communication
- Conflict Resolution & Escalation Management
Certification
Certified ScrumMaster (CSM) April 2025 – April 2027
Certified Scrum Product Owner (CSPO) March 2025 – April 2027
LinkedIn Profile
www.linkedin.com/in/lei-san-aris-cspo-csm-b625b278
Professional Development
LinkedIn Profile: www.linkedin.com/in/lei-san-aris-cspo-csm-b625b278
Project Lead: Manager Essentials Session II: ENGAGE June 2024 - current
Project Lead: Management Academy Badge July 2023
Timeline
Supervisor, Application Support: Partner Support
INOVALON (formerly ABILITY NETWORK)
02.2024 - 10.2024
Technical Product Support Team Lead: Partner Support
INOVALON (formerly ABILITY NETWORK)
07.2022 - 02.2024
Technical Product Support Analyst II: Major Accounts
INOVALON (formerly ABILITY NETWORK)
09.2021 - 07.2022
Supervisor, Application Support: Specialty Support
INOVALON (formerly ABILITY NETWORK)
12.2019 - Current
Customer Support Representative II: Technical Support
FLORIDA HOSPITAL (ADVENT HEALTH)
12.2019 - 09.2021
Account Representative / Medical Billing Specialist (PFS)
FLORIDA HOSPITAL (ADVENT HEALTH)
06.2018 - 12.2019
Account Representative / Customer Service (PFS)
FLORIDA HOSPITAL (ADVENT HEALTH)
10.2017 - 06.2018
Senior Customer Service Representative / Team Lead
GREENWAY HEALTH
04.2016 - 10.2017
Customer Experience Manager I / Account Manager
GREENWAY HEALTH
09.2015 - 04.2016
Customer Service Representative II / Accounts Receivable
GREENWAY HEALTH
08.2013 - 09.2015
Medical Billing & Coding Associate in Science Degree - undefined
ULTIMATE MEDICAL ACADEMY
Medical Billing and Coding Diploma - undefined
ULTIMATE MEDICAL ACADEMY
Bachelor of Science Degree - Healthcare Management
NATIONAL AMERICAN UNIVERSITY
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