Open to opportunities

Elizabeth Santiago

@elizabethsantiago

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Experienced Medicare/Medicaid Specialist with expertise in process optimization and CRM platforms.

United States

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What I'm looking for

Seeking a role in healthcare or operations where I can apply my process improvement skills and CRM expertise to enhance customer service and operational efficiency.

As a dedicated Medicare/Medicaid Specialist, I bring over 8 years of experience in optimizing processes and leveraging CRM platforms to enhance operational efficiency. My achievements include reducing appointment wait times by 10% and improving store efficiency by 16% through data analysis.

In my roles, I've utilized tools like Salesforce and HubSpot to service over 50 clients daily, collaborating with sales teams to identify opportunities. I've also conducted market research for 100+ infographics and videos on TikTok, driving engagement and success.

I hold a BS in Health Administration and have consistently delivered high customer satisfaction ratings, ensuring regulatory compliance and streamlining claims processing. My technical skills include Java, Python, SQL, and proficiency in EHR systems.

Experience

Work history, roles, and key accomplishments

Current

Medicare Specialist

Current

Centene

Oct 2020 - Nov 2024 (4 years 1 month)

Improved scheduling processes, leading to a 10% reduction in appointment wait times. Acted as a subject matter expert on Medicare/Medicaid policies, providing guidance to colleagues and patients. Conducted market research for career tips and utilized CRM platforms to service clients.

Medicare Medicaid Salesforce HubSpot CRM Market Research Qualtrics Customer Service Data Analysis Communication

Technical Support Specialist

Teleperformance

Jan 2019 - Jan 2020 (1 year)

Analyzed financial statements and collaborated with management to improve customer success metrics. Increased survey submissions and evaluated employee performance to enhance productivity.

Data Analysis Customer Success Financial Reporting Collaboration Productivity Communication

Customer Support Specialist II

Defi Solutions

Apr 2016 - Oct 2018 (2 years 6 months)

Presented sales recommendations and analyzed product penetration rates to improve delivery efficiency. Maintained strong customer relationships, achieving a high customer satisfaction rating.

Customer Service Sales Analysis Relationship Management Communication Data Entry

Medicare/Medicaid Specialist

Concentrix

May 2015 - Mar 2016 (10 months)

Streamlined claims submission processes, reducing processing time by 20%. Maintained compliance with healthcare regulations and received commendations for excellent customer service.

Regulatory Compliance Customer Service Communication Problem Solving