Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Santos

Summary

Resourceful Supervisor recognized for driving high productivity and efficient task completion. Expertise in team leadership, conflict resolution, and operational oversight. Proven ability to enhance communication and problem-solving skills to maintain smooth operations and workplace harmony. Dedicated to fostering positive work environments and achieving organizational goals through effective supervision and staff engagement.

Overview

15
15
years of professional experience

Work History

Supervisor, Member Operations

Omada Health
San Francisco, CA
12.2021 - 01.2025
  • Managed and developed a team of 16 agents through targeted coaching and training programs.
  • Led process improvements, enhancing operational efficiency and customer service standards.
  • Analyzed key performance metrics to identify trends, informing strategic decisions.
  • Implemented policies and workflows, optimizing support operations while ensuring compliance.
  • Strengthened cross-departmental partnerships to improve inquiry resolution and member support processes.
  • Oversaw compliance with regulatory standards, ensuring consistent quality assurance.
  • Handled escalations and complex case management, achieving timely resolutions for superior member experiences.
  • Performed administrative duties including phone management and responding to member inquiries.

Ambulatory Care Administrative Supervisor

UC Davis Health
Sacramento, CA
11.2020 - 12.2021
  • Supervised team of 13 across front office, referrals, and phone room to ensure operational efficiency.
  • Led recruitment and onboarding initiatives for high-performing healthcare support teams.
  • Managed staff in union environment, maintaining compliance with labor agreements.
  • Conducted weekly and monthly meetings with staff to discuss workflow and process improvements.
  • Assisted in determining staffing requirements and assigning tasks to optimize performance.
  • Provided guidance on workflow inquiries and addressed unusual circumstances for staff.
  • Identified training opportunities to enhance skill levels and job performance of staff.
  • Optimized scheduling processes to improve patient access and coordination with physician schedules.

Clinic Operations Supervisor

Dignity Health Medical Group Stockton
Stockton, CA
12.2009 - 11.2020
  • Oversaw clinic operations, serving as staff resource and addressing patient satisfaction daily.
  • Managed multi-site contact center operations, optimizing resource allocation and improving call metrics.
  • Aligned staffing, training, and process improvements to ensure optimal patient care delivery.
  • Managed provider schedules and appointment templates using IDX practice management software, ensuring accurate and efficient scheduling across multiple clinics.
  • Created and updated provider schedules, optimized appointment slots, and coordinated schedule changes with clinical leadership and administrative teams.
  • Scheduled patient appointments and registered patients in IDX, including verifying insurance, entering demographics, and ensuring data accuracy for smooth billing and reporting.
  • Collaborated with front office staff to ensure alignment between scheduling protocols and patient access standards.
  • Maintained data accuracy in IDX to support seamless patient registration, billing, and reporting processes.
  • Trained staff on scheduling and registration workflows within IDX to improve consistency and minimize errors.
  • Recruited, hired, trained, and supervised staff, conducting performance evaluations and competency assessments.
  • Assisted with budget management, ensuring cost-effective operational practices.
  • Monitored productivity and efficiency, implementing strategies for performance improvement.
  • Mentored staff, fostering a culture of professional growth and service excellence.
  • Safeguarded patient health information, ensuring compliance with privacy and security regulations.

Education

Certificate - Health Information Technology

Carrington College
Pleasant Hill, CA

Skills

  • Zendesk and Avaya
  • Tableau and data visualization
  • Slack, Team, and Zoom
  • EPIC, Cerner, and Allscripts
  • Healthcare operations management
  • Process improvement and quality assurance
  • Patient care and customer service
  • Medical billing and insurance verification
  • Data-driven decision making
  • Conflict resolution and performance management
  • Coaching and staff development
  • Cross-functional collaboration and innovation
  • Union environment management
  • Regulatory compliance and quality standards
  • Proficient in IDX practice management software for provider scheduling and patient access coordination

Timeline

Supervisor, Member Operations

Omada Health
12.2021 - 01.2025

Ambulatory Care Administrative Supervisor

UC Davis Health
11.2020 - 12.2021

Clinic Operations Supervisor

Dignity Health Medical Group Stockton
12.2009 - 11.2020

Certificate - Health Information Technology

Carrington College

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Michelle Santos