Samantha Martinez

Lead customer experience and daily operations across two locations, overseeing staffing, scheduling, treatment coordination, billing, A/R, marketing and service recovery. Serve as a primary escalation point for complex customer concerns and develop SOPs to improve consistency and efficiency.

Provided remote client support, workflow assessment, leadership guidance, process improvement and operational recommendations.

Provided remote client support, workflow assessment, leadership guidance, process improvement and operational recommendations.

Audited billing, coding, claims and insurance processes to identify customer-impacting gaps and improve accuracy and reimbursement performance. Identified process gaps, implemented corrections and trained staff on workflow, coding and compliance updates.

Managed up to 10 customer accounts nationwide and served as the primary point of contact for ongoing account needs. Owned customer requests through resolution, coordinating billing, claims and operational issues across multiple accounts.

Supported customers in a high-volume environment through scheduling, payments, insurance verification, billing, claims and account resolution. Presented options, resolved account issues and coordinated complex requests through completion with a strong focus on service and follow-through.

Earned a High School Diploma from Lawrence E. Elkins High School.

Attended Houston Community College, though no degree or field of study was specified.