Rosalety Galea
New York,United States
Summary
Impact-driven Customer Success Manager with 7+ years leading healthcare operations and digital health adoption. Expert in EMR/EHR systems (Epic, MacPractice, Medent) and HIPAA compliance. Proven success in driving revenue growth, boosting patient satisfaction, and optimizing workflows. Strong cross-functional leader skilled in agile project management and data-driven client solutions. Committed to advancing virtual-first care and accelerating healthcare innovation in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Customer Success Manager & Surgical Coordinator
Hospital for Special Surgery (HSS)
08.2022 - Current
- Optimized surgical workflows and patient engagement strategies, resulting in a 12% increase in yearly surgeries (300 to 335) and improved client retention.
- Developed new intake protocols and conducted staff training, raising surgical candidacy from 29% to 94% and driving workflow alignment across clinical teams.
- Improved satisfaction metrics and digital reputation by enhancing patient communication touchpoints, increasing Google review scores from 4.6 to 4.8.
Operations & Patient Success Coordinator
Spine Care
02.2021 - 08.2022
- Implemented EMR workflow enhancements (MacPractice, Epic) and trained administrative teams, reducing patient intake time by 30% and boosting operational efficiency.
- Strengthened patient relationships by resolving escalations and improving service delivery, resulting in a 10% growth in referral volume and higher retention.
- Streamlined scheduling and insurance authorization processes, enabling more agile care coordination and supporting HIPAA-compliant operations.
Medical Office Administrator
New York Urologist Specialist
02.2019 - 02.2021
- Delivered bilingual (Spanish-English) front-line support to over 100 patients daily, improving care accessibility and accelerating provider workflow.
- Led EMR adoption and training (Medent, Epic), increasing documentation accuracy and system usage by 30%.
- Developed cross-trained workflows to ensure continuity during staffing gaps, increasing team efficiency and patient throughput by 15%.
Education
B. A. - Psychology
Wells College
12.2018
B.S. - Biology
Wells College
12.2018
Skills
- Customer Relationship Management
- EMR/EHR System Experience
- Healthcare Workflow Knowledge
- Communication (Written & Verbal)
- Project and Time Management
- Digital Health & Patient Engagement tools
- Problem Solving & Ownership Mindset
- Resilience & Emotional Intelligence
- Growth & Result orientation
Languages
English Fluent
Spanish
Personal Information
Title: Customer Success Manager
Timeline
Customer Success Manager & Surgical Coordinator
Hospital for Special Surgery (HSS)
08.2022 - Current
Operations & Patient Success Coordinator
Spine Care
02.2021 - 08.2022
Medical Office Administrator
New York Urologist Specialist
02.2019 - 02.2021
B.S. - Biology
Wells College
B. A. - Psychology
Wells College
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