Samantha Rios

• Responsible for Pre-Arrival Financial Services, including benefit verification and creating cost estimates for scheduled appointments
• Proactively communicate estimated costs to patients and address any questions regarding their healthcare benefits
• Provide exceptional support to ensure patients have a clear understanding of financial obligations prior to receiving services

Department Manager – Insurance Screening & Customer Support

• Led and managed both the insurance screening and customer support departments, ensuring smooth operations and high-quality service.
• Developed and authored a comprehensive training manual for the insurance screening team, covering essential skills such as interpreting coverage and utilizing internal systems. Trained new hires, emphasizing proficiency in insurance verification and system navigation.
• Collaborated directly with company ownership to streamline insurance report templates, improving accuracy and efficiency for client deliverables.
• Monitored team performance to ensure productivity standards were met, while providing ongoing coaching and support.
• Trained customer support staff in handling inbound phone inquiries and managing Zendesk email and chat systems.
• Played a key role in conflict resolution, addressing escalated client issues and facilitating effective communication between clients and their suppliers. Managed and assessed support representative performance through ratings and feedback.
• Developed multiple training resources and cross-trained employees across both departments, fostering versatility and operational flexibility.
• Acted as the primary point of contact for employee questions and concerns, working closely with management to enforce company policies and ensure adherence to employee guidelines.