Overview
Work History
Education
Skills
Websites
Timeline
Generic

Michelle Santos

Contact Center/Healthcare Operations
California

Overview

16
16
years of professional experience

Work History

Supervisor, Member Operations

Omada Health
San Francisco, CA
12.2021 - 01.2025
  • Delivered exceptional support to members via phone, email, and chat, consistently embodying the company’s mission and values.
  • Resolved member inquiries with empathy, accuracy, and urgency—ensuring world-class service and high satisfaction levels.
  • Processed member applications with precision, meeting and exceeding service levels and support metrics.
  • Handled confidential member information with discretion, adhering to privacy and security protocols.
  • Managed escalated cases and followed through to resolution, ensuring member satisfaction and trust.
  • Developed and maintained expert-level knowledge of Omada’s products, systems, and support processes to ensure accurate and efficient service.
  • Collaborated cross-functionally to enhance workflows, implement new tools, and support product rollouts through special projects.
  • Led knowledge management efforts by creating, updating, and sharing documentation to support team alignment and efficiency.
  • Hired, onboarded, and trained new team members, ensuring alignment with team values, support standards, and performance expectations.
  • Coached and mentored team members to improve communication, problem-solving, and accountability in a dynamic support environment.
  • Promoted a culture of adaptability, continuous learning, and proactive service within a fast-paced, startup environment.
  • Partnered with internal teams to identify process improvements, and contributed to updates that enhanced daily operations and the member experience.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Educated staff on organizational mission and goals to help employees achieve success.

Ambulatory Care Administrative Supervisor

UC Davis Health
Sacramento, CA
11.2020 - 12.2021
  • Supervised front office operations, including patient registration, scheduling, insurance verification, and referral coordination, ensuring compliance with Radiology protocols and healthcare regulations.
  • Provided leadership support for staff onboarding, training, and performance development, fostering a service-focused, adaptable team culture.
  • Demonstrated expert knowledge of medical terminology, anatomy, and workflows to ensure accurate scheduling, billing, and records management.
  • Managed complex insurance processes, including Medi-Cal, Medicare, PPOs, HMOs, workers’ compensation, and fee-for-service plans; obtained authorizations, coordinated services, and submitted billing documentation.
  • Monitored and resolved patient access and workflow issues in collaboration with clinical teams, improving efficiency and service delivery.
  • Maintained accurate documentation across patient records, medical charts, and administrative systems, in compliance with HIPAA and UC policies.
  • Tracked departmental performance metrics, prepared operational reports, and identified opportunities for process improvements.
  • Supported a high-volume clinic environment, maintaining a calm, professional demeanor while assisting distressed or limited-English-speaking patients with empathy and clarity.
  • I prioritized multiple competing tasks, responded to shifting deadlines, and ensured effective service during high-traffic or crisis periods.
  • Exercised sound judgment to resolve operational problems, escalate as needed, and maintain continuity of care and administrative support.
  • Cultivated a welcoming environment for patients and visitors, upholding a patient-first approach, while ensuring staff adhered to changing policies and procedures.
  • Trained new employees on company policies, procedures, software applications.
  • Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
  • Enhanced employee morale through recognition programs, fostering a positive work environment that encouraged collaboration and teamwork.

Clinic Operations Supervisor

Dignity Health Medical Group Stockton
Stockton, CA
12.2009 - 11.2020
  • Oversaw daily clinic operations across multiple sites, acting as a key resource for staff, and addressing patient satisfaction concerns in real time.
  • Managed multi-site contact center operations, optimizing resource allocation, and improving call handling metrics and response times.
  • Aligned staffing plans, training initiatives, and process improvements to ensure high-quality patient care, and operational efficiency.
  • Created, maintained, and optimized provider schedules and appointment templates in IDX to support accurate and efficient scheduling.
  • Scheduled patient appointments and completed registration in IDX, including insurance verification, demographic entry, and data validation for accurate billing.
  • Collaborated with front office staff to ensure consistency between scheduling protocols and patient access standards.
  • Maintained data integrity in IDX to support seamless registration, billing, and reporting workflows.
  • Trained staff on IDX scheduling and registration workflows, improving consistency and reducing data entry errors.
  • Recruited, hired, onboarded, and supervised staff; conducted performance evaluations, and assessed competencies.
  • Mentored team members to promote professional development, accountability, and a culture of service excellence.
  • Monitored department productivity, and implemented targeted strategies to improve operational efficiency.
  • Assisted with budget planning and management, promoting cost-effective practices without compromising care standards.
  • Ensured compliance with HIPAA and internal privacy regulations to safeguard patient health information.
  • Enhanced patient satisfaction with timely appointment scheduling and effective communication strategies.
  • Managed budgetary planning to maintain financial stability within the clinic while providing high-quality services.

Education

Certificate - Health Information Technology

Carrington College

Skills

  • Customer support tools: Zendesk and Avaya
  • Electronic health records: EPIC, Cerner, and Allscripts
  • Practice management systems: IDX software
  • Healthcare customer service: Patient support and medical billing
  • Administrative support: Scheduling coordination and data entry
  • Communication and problem solving: Conflict resolution and inquiry handling
  • Compliance and privacy: HIPAA regulations and secure patient data handling
  • Data analysis and visualization: Tableau reporting
  • Process improvement: Workflow optimization
  • Team collaboration: Cross-functional communication

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 SantosContact Center/Healthcare Operations