Evelyn Aguilar
Patient Success Supervisor
Corpus Christi,TX
Overview
2
2
Languages
3
3
years of professional experience
1
1
Certificate
Summary
Results-driven Patient Success Supervisor with over 10 years in healthcare and leadership experience in patient billing operations and team performance. Led a team of 12 specialists to enhance patient support while achieving quality and productivity standards. Expertise in coaching, resolving complex issues, analyzing metrics, and collaborating with cross-functional teams to optimize processes and outcomes.
Skills
Quality Assurance (QA)
HIPAA Compliance
Insurance verification
Billing operations
Salesforce CRM
Call Center Operations
KPI management
Escalation Management
Root Cause Analysis
Process Improvement
Excel & Sheets
Twilio & AMD
Training & Onboarding
Team Leadership & Development
Coaching & Mentoring
Cross-functional teamwork
Work History
Patient Success Supervisor
Natera
04.2025 - Current
- Lead a team of 12 Patient Success Specialists supporting patient billing operations across Oncology and Organ Health.
- Conduct performance reviews and provide ongoing coaching through informal coaching conversations, verbal warnings, written warnings, and performance improvement plans.
- Monitor team performance by key operational metrics including QA scores above 90%, CSAT above 4.5, pickup rates above 95%, Salesforce SLA compliance, and productivity goals.
- Track and analyze daily performance of team and present operational metrics and quality trends to Associate Directors every six weeks.
- Conduct quality assurance reviews of inbound and outbound calls and provide real-time coaching, live call support, and developmental feedback.
- Serve as the primary point of contact for supervisor escalations, patient billing complaints, sales concerns, insurance inquiries, and executive-level escalations.
- Investigate complex patient billing concerns through account reviews, billing analysis, and collaboration with internal stakeholders to determine appropriate resolution.
- Partner with Billing Operations, Sales, Quality, Training, and Leadership teams to improve workflows and patient outcomes.
- Manage scheduling, PTO approvals, attendance concerns, and staffing coverage to ensure operational needs are met.
- Utilize Salesforce, Twilio, AMD, Google Sheets, and Microsoft Excel to manage workflows, monitor performance, and support department operations.
Senior Patient Success Specialist
Natera
09.2024 - 04.2025
- Served as a Subject Matter Expert (SME) for patient billing operations, supporting team members with complex account reviews, billing questions, and workflow guidance.
- Assisted leadership with onboarding and training new hires, ensuring successful integration to department processes and patient support workflows.
- Facilitated training sessions on department-wide, visual, and hands-on learning to improve team member development and knowledge retention.
- Partnered with supervisors and peers to reinforce quality standards, departmental procedures, and best practices.
- Supported agents with live-inquiries and escalations while helping them maintain service levels and operational goals.
- Assisted patients with billing concerns, insurance concerns, payment options, and financial assistance programs.
- Collaborated with internal teams to resolve patient account issues and improve the overall patient experience.
- Consistently met or exceeded departmental expectations for quality, productivity, and patient satisfaction.
Patient Success Specialist
Natera
12.2023 - 09.2024
- Managed inbound and outbound patient communications through phone, email, and Salesforce case management.
- Assisted patients with billing-related questions, insurance coverage concerns, payment plans, and account resolution.
- Resolved patient account concerns by collaborating with internal teams to ensure prompt and effective solutions.
- Built strong relationships with patients by providing compassionate support and clear explanations of billing processes.
- Maintained compliance with departmental service-level agreements and quality standards.
- Recognized as a top performer for consistently meeting operational goals and supporting team initiatives.
Education
Bachelor of Science - Nursing
Concordia University
AustinLANGUAGES
English
Spanish
Certification
Certified Clinical Hemodialysis Technician (CCHT)