Shalimar Santiago
Shandaken
Summary
Dynamic Medical Office Assistant and Healthcare Administrative Professional with extensive experience in clinical scheduling, insurance verification, and fostering positive patient relations. Demonstrates exceptional composure under pressure, coupled with proven expertise in navigating complex electronic records systems, processing medical claims, and ensuring strict HIPAA compliance. Skilled in managing front-desk operations, effectively de-escalating patient concerns, and optimizing clinic workflows to enhance support for medical teams. Committed to delivering high-quality administrative support that improves patient experiences and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Property Manager / Assistant Manager
Airbnb & Private Clients
Shandaken, NY
03.2022 - Current
- Oversee business operations, handle comprehensive bookkeeping, run balance sheets, and process payroll logs
Customer Service Representative
Apria Healthcare
Kingston, NY
05.2023 - 10.2023
- Manage front-line phone inquiries for a high-volume durable medical equipment provider, resolving client issues efficiently
- Direct daily communication with external doctor's offices to coordinate patient documentation and update medical records
- Execute insurance verification processing and meticulous patient account maintenance within automated healthcare systems
Customer Service Representative
M&T Bank
Shandaken, NY
10.2021 - 03.2022
- Supervised front-line workflows in the absence of management and resolved complex, confidential financial accounts
Materials Coordinator
Innovative Products of America / Ametek Rotron
Woodstock, NY
12.2018 - 03.2020
- Managed internal logistics databases using Sage and Oracle; generated daily quality, balance, and inventory tracking reports
Scheduling Coordinator
Health Quest Medical Practice (Neurology)
Kingston, NY
10.2018 - 11.2018
- Managed clinical scheduling calendars, patient check-ins, and medical encounter documentation for a busy neurology clinic.
- Executed real-time health insurance eligibility verifications to prevent billing friction
- Collected and securely processed patient co-pays while managing daily front-desk financial balances
Call Center Advocate Representative
UnitedHealthcare Inc.
Kingston, NY
04.2017 - 05.2018
- Handled complex medical claims histories, coverage notifications, and prior authorizations on a dedicated benefits team
- Navigated three monitors simultaneously to assist doctors, facilities, and patients with real-time eligibility status
- Utilized conflict resolution strengths to successfully de-escalate irate callers and solve enrollment discrepancies
Health Care Provider
Community Health Care Inc.
Olivebridge, NY
10.2016 - 10.2017
- Coordinated and scheduled all outpatient medical office visits, maintaining structured personal care calendars
- Documented clinical and personal visits while regularly auditing and updating client policy folders
- Managed patient financial logs and successfully filed formal appeals with insurance companies to secure patient coverage
Education
Associate of Science - Adolescent Education
Monroe Community College
Rochester, NY12-2026
Skills
- Medical Administration: Patient scheduling, intake coordination, medical record documentation, multi-line phone systems
- Insurance & Billing: Prior authorizations, eligibility verification, co-pay processing, medical claims history, billing appeals
- Systems & Software: Oracle, Sage, SAP, MS Office Suite (Excel, Word, Outlook), multi-monitor navigation
- Compliance & Care: HIPAA compliance, OSHA regulations, patient confidentiality, empathetic communication
Certification
- CNA / HHA Certification
- Nursing Psychology | SUNY Ulster – Stone Ridge, NY
- Coursework in Human Services & Development | SUNY Empire State – Albany, NY
- Bookkeeping Certification | Intuit Tax Academy
Timeline
Customer Service Representative
Apria Healthcare
05.2023 - 10.2023
Property Manager / Assistant Manager
Airbnb & Private Clients
03.2022 - Current
Customer Service Representative
M&T Bank
10.2021 - 03.2022
Materials Coordinator
Innovative Products of America / Ametek Rotron
12.2018 - 03.2020
Scheduling Coordinator
Health Quest Medical Practice (Neurology)
10.2018 - 11.2018
Call Center Advocate Representative
UnitedHealthcare Inc.
04.2017 - 05.2018
Health Care Provider
Community Health Care Inc.
10.2016 - 10.2017
Associate of Science - Adolescent Education
Monroe Community College