VERONICA SANTIAGO
Worcester,MA
Summary
To effectively demonstrate interpersonal communication skills in a professional environment with opportunity for growth and advancement. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
18
18
years of professional experience
Work History
Care Coordinator Supervisor
Landmark Health
02.2022 - 05.2024
- Supervise personnel of Administrative Support Care Coordinators.
- Oversee daily operations including phone schedule, management of consents and medical record requests, schedule coordination and administrative tasks.
- Received a 100% management effectiveness score from employee feedback, reflecting exceptional leadership and operational execution.
- Maintained 100% retention rate, with no employees leaving, demonstrating exceptional team management and a supportive work environment.
- Provides regular coaching and constructive feedback to Care Coordinators to enhance performance and effectiveness.
- Participate in Care Coordinator hiring process as well as onboarding, trainings, performance evaluation, and employee discipline processes.
- Assist in the development and implementation of department policies and procedures including Care Coordinator metrics and performance-based goals.
- Utilizing analytics and reporting to ensure appropriate productivity and quality standards are achieved.
- Work closely with other departments including Clinical teams, Market Leadership and IT to collaborate on ways to improve processes and how we deliver our care.
- Calculating employees’ compensation, updating our internal payroll databases and ensuring timely payments
Care Coordinator Lead
Landmark Health
03.2021 - 02.2022
- Lead of fifteen Care Coordinators and helped manage department workflow
- Assigned tasks and help with coverage
- Help assist with training and mentoring of new and current employees
- Serve as point of contact for the department and Landmark Team members.
Care Coordinator
Landmark Health
06.2018 - 03.2021
- Coordinated with a diverse team and assisted patients with care coordination needs
- Schedule coordination and execution, including reminder calls
- Documentation and medical records management
- Supported Providers and Nurse Care Managers with important operational and clinical tasks.
Administrative Assistant I
Prior Authorization Unit, UMASS Disability & Community Services
10.2015 - 11.2015
- Perform complex and varied administrative ask which require logical and independent action, in support of clinical staff, setting of priorities and procedures
- Oversee processing and data entry of sensitive documents and prior authorizations.
Care Coordinator (Temporary Agency)
UMASS Health and Criminal Justice
07.2015 - 09.2015
- Coordinates the complex scheduling of medical services for the Federal Bureau Prisons
- Receives and processes daily written consultation requests from the prison
- Serves as a liaison between prison clinicians and staff and community-based attending physicians and their staff
- Develops and maintains a system to ensure timely delivery of visit notes, test results and other communication material to the correctional PCP.
Customer Service Representative (Temporary Agency)
TransCore/Fast PaybyPlate MA
01.2015 - 07.2015
- Process telephone inquiries, fax or mail information to customers if required
- Performed account maintenance including but not limited to address changes, payments, invoice request/adjustments
- Researched, submitted and processed appeals
- Processed account payments, performed cash out process at end of shift.
UMASS Memorial Medical Center Emergency Department
10.2014 - 12.2014
- Serves as unit receptionist, directs patients, visitors and others
- Answers telephone and intercom
- Takes and relays messages
- Transcribes physician orders
- Enters orders into entry system according to standard procedure
- Uses pneumatic tube system, dumb waiter, and receives and transmits messages
- Arranges specimen transport
- Obtains past medical records, prepares transfer and discharge charts, prepares documents to accompany departing patients, and arranges patient transportation
- Arranges admission, transfer, and discharge for patients
- Schedules patients for consults and diagnostic and therapeutic services.
Disability Assistant
UMASS Disability Evaluation Services
08.2006 - 09.2014
- Initial review of Disability Supplements for accuracy, completeness and to ensure application is compliant with all state and federal regulations
- Make complex decisions regarding privacy matters associated with client’s case
- Follow HIPAA regulations, request clinical information, contacting clinical treating sources to assure timely receipt of medical information
- Maintain accuracy of all information in cases comparing information in DES Database with information in MMIS and MA21
- Provide inbound/outbound customer services, reminding clients of consultative examinations (English and Spanish), coordinate transportation, responsible for responding to telephone inquiries from clients, medical agencies, DTA, MEC and treating sources (English and Spanish)
- Member of NH, LDAP team and Ohio contract.
Education
GED -
Quinsigamond Community College
01.2000
Skills
- Organizational Skills
- Healthcare operations
- Quality Assurance
- Process Improvements
- Critical Thinking
- Schedule Management
- Training and mentoring
- Epic Systems
- Administrative Staff Supervision
Languages
Spanish
Native or Bilingual
Timeline
Care Coordinator Supervisor
Landmark Health
02.2022 - 05.2024
Care Coordinator Lead
Landmark Health
03.2021 - 02.2022
Care Coordinator
Landmark Health
06.2018 - 03.2021
Administrative Assistant I
Prior Authorization Unit, UMASS Disability & Community Services
10.2015 - 11.2015
Care Coordinator (Temporary Agency)
UMASS Health and Criminal Justice
07.2015 - 09.2015
Customer Service Representative (Temporary Agency)
TransCore/Fast PaybyPlate MA
01.2015 - 07.2015
UMASS Memorial Medical Center Emergency Department
10.2014 - 12.2014
Disability Assistant
UMASS Disability Evaluation Services
08.2006 - 09.2014
GED -
Quinsigamond Community College
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