Rafael Santiago
Houston,TX
Summary
Senior Client Service Representative with over 10 years of experience. Excels in fast-paced, changing work environments. Self-motivated, hardworking and flexible scheduling. Extensive experience in client onboarding and utilizes multiple data management systems.
Overview
11
11
years of professional experience
Work History
Military Benefits Specialist
WPS Health Solutions
09.2024 - 01.2025
- Respond to an average of 30 or more inbound phone calls per day.
- Receive calls from medical providers to answer questions about claims they have submitted the status, reasons for denial or payments amounts.
- Used various systems to find the sometimes-complex information and patiently explained It in a way that was easy to understand (ECHOS, OnBase, MainFrame, HART Automation Center).
- Quickly and efficiently responded to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
- Maintained a high level of accuracy in handling confidential information and records.
- Provided exceptional customer service to ensure a positive experience for each caller.
Client Support Representative
DISA Global Solutions
10.2019 - 07.2024
- Answered incoming phone calls and emails utilizing Cisco and Microsoft Dynamics reporting tools
- Assisted clients with navigation/training in DISA Works system
- Owned and managed customer relationships from the point of sale through successful onboarding
- Assisted with client onboarding, Background & Consortium (drug testing) status issues and inquiries
- Spearheaded the continuous improvement and documentation of processes and procedures
- Utilized multiple data management systems to provide a timely response to the client
- Quickly resolved client issues regarding data reporting and applicable procedures
- Maintained knowledge of Department of Transportation drug testing concepts, policies, procedures & requirements
- Recognized and escalated urgent issues to the Client Account Representative and/or Client Accounts
- Managed other departments as needed to ensure the highest level of customer service.
- Assisted in the development of new training materials to better prepare incoming support representatives for success in their roles.
- Trained new hires in company policies, procedures, and best practices for providing top-notch customer support.
Customer Care Coordinator
Better Living Now, Inc.
05.2018 - 09.2019
- Answered heavy volume of inbound customer calls
- Provided quality customer service to all calls regarding questions pertaining to orders and products
- Duties included as Order entry via phone, tracked status of orders and print invoices for customers
- Traced shipments through UPS, FedEx, USPS and A1 International
- Called customers to update billing information and for refill reminders
- Advised customers about products
- Communicated with customers to identify needs and expectations.
- Processed leases as far as determining commencement dates, initiating payments, and tracking renewal rates/escalators
- Maintained database of tower site information such as lease information, address, jurisdiction, etc
- Took ownership of customers issues to follow problems through to resolution.
- Collected and submitted information for new tower sites to obtain building permits and zoning approvals
- Resolved maintenance and access issues for all tower sites and storefronts
- Prepared reports and special projects involving tower or storefront info as needed for various people within the company.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Call Center Representative
MedSave USA/ArroHealth/Ciox
05.2014 - 03.2018
- Contacted Doctor’s offices and various other medical facilities to request medical records for health insurance companies for the purpose of Annual Risk Adjustment Reviews - and to verify the status of these requests
- Reached daily/weekly call count goals as is dictated by management, depending on the projects at hand
- Maintained high QA scores
- Attended team meetings and offer input along with fellow-associates, to management
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Verified and updated practice and facility demographics
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Scheduled varied forms of medical record retrievals via the following methods: Remote Retrievals, Onsite Scanners, Faxes, Mail, and our Provider Portal
- Answered inbound calls and assist with whatever the needs of the client/customer may be - from troubleshooting to problem-solving.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Education
High School Diploma -
Lindenhurst Senior High School
Lindenhurst, NY08.1989
Skills
- Cisco
- PeopleSoft
- SAP
- Latitude
- AS400
- Lotus 1-2-3
- Lotus Organizer
- Lotus Notes
- Windows
- Microsoft Word
- Excel
- Access
- Dynamics
- Outlook
- Internet
- Fast Data Web-Skip Tracing
- Garnishments
- Deductions
- Mailbacks
- Data Entry
- Office Machines
- ECHOS
- MainFrame
- OnBase
- HART Automation Center
Contact
Houston, TX 77064
Education
Lindenhurst, NY
Timeline
Military Benefits Specialist
WPS Health Solutions
09.2024 - 01.2025
Client Support Representative
DISA Global Solutions
10.2019 - 07.2024
Customer Care Coordinator
Better Living Now, Inc.
05.2018 - 09.2019
Call Center Representative
MedSave USA/ArroHealth/Ciox
05.2014 - 03.2018
High School Diploma -
Lindenhurst Senior High School
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