Leticia Santiago
Isabela
Summary
Bilingual professional fluent in English and Spanish with extensive experience in medical records management, patient support, and administrative operations. Expertise in handling sensitive information while ensuring compliance with HIPAA regulations and a proven ability to collaborate effectively with clinical staff to deliver exceptional patient service. Highly organized and detail-oriented, adept at thriving independently and within fast-paced team settings. Demonstrated proficiency in various Electronic Health Record (EHR) systems and a strong commitment to enhancing data management processes, fostering team collaboration, and achieving measurable results in dynamic healthcare environments.
Overview
4
4
years of professional experience
Work History
Medical Records Technician (MRT)
Advantmed
12.2025 - Current
- Conduct on-site visits to medical offices, hospitals, and healthcare facilities to retrieve and digitize medical records for insurance audits.
- Ensure accuracy, completeness, and confidentiality of patient data in full compliance with HIPAA regulations.
- Collaborate with clinical and administrative staff to securely access and process required documentation.
- Utilize multiple EHR systems, including Practice Fusion, EHREZ, Medicrec, Assertus, Neomed, and Medicus EHS.
- Independently manage routes, schedules, and documentation with minimal supervision.
Customer Service Representative
Conduent / CenterWell Pharmacy
09.2025 - 12.2025
- Assisted members with benefits, authorizations, and prescription status inquiries.
- Handled sensitive medical and insurance information while ensuring HIPAA compliance.
- Completed specialized training in pharmacy operations and healthcare compliance.
Customer Service Representative
Infosys / Aetna
12.2023 - 01.2025
- Managed 50+ daily inquiries related to insurance policies, claims, and medical authorizations.
- Provided clear and accurate information while maintaining high customer satisfaction.
- Documented interactions and updated member information in internal systems.
Sales Associate
Arecibo Home Design
03.2023 - 10.2023
- Assisted customers in selecting home furniture and décor.
- Maintained organized sales floor and supported inventory management.
Receptionist
Dreams Salon
02.2022 - 09.2022
- Managed appointment scheduling and daily calendars for multiple stylists.
- Processed payments and handled daily cash transactions.
- Monitored inventory and ensured adequate supply levels.
- Delivered professional and welcoming customer service.
Education
High School Diploma -
Escuela Virtual de Puerto Rico
01-2020
Skills
- Patient Support & Customer Service
- Medical Records Management & Scanning
- HIPAA Compliance & Data Confidentiality
- Appointment Scheduling & Calendar Coordination
- Data Entry & EHR Systems
- Professional Communication (Phone, Email, In-person)
- Administrative Organization & Documentation
- Time Management & Multitasking
- Bilingual: English & Spanish
- Microsoft Office (Word, Excel, Outlook)
- Google Workspace
- Zoom Microsoft Teams
- CRM Systems EHR Systems
Languages
Spanish (Native)
English (Fluent)
Timeline
Medical Records Technician (MRT)
Advantmed
12.2025 - Current
Customer Service Representative
Conduent / CenterWell Pharmacy
09.2025 - 12.2025
Customer Service Representative
Infosys / Aetna
12.2023 - 01.2025
Sales Associate
Arecibo Home Design
03.2023 - 10.2023
Receptionist
Dreams Salon
02.2022 - 09.2022
High School Diploma -
Escuela Virtual de Puerto Rico