Michelle Santos

Customer Support Specialist

Rippling

Jun 2025 - Current (10 months)

Serve as a primary point of contact for customers, providing end-to-end support across Rippling's platform in a fast-paced, dynamic environment Resolve customer issues through phone, chat, email, and video conferencing, ensuring high satisfaction and product optimization Effectively de-escalate complex concerns by applying in-depth product and industry knowledge Act as a subject matter expert for both customers and internal teams, becoming a trusted resource for platform support Partner with Product and Engineering teams to identify trends and recommend improvements, including automation opportunities and feature enhancements Thrive under pressure, consistently meeting deadlines—even with last-minute changes—to ensure timely and effective r

Supervisor, Member Operations

Omada Health

Dec 2021 - Jan 2025 (3 years 2 months)

Delivered exceptional support to members via phone, email, and chat, consistently embodying the company's mission and values. Resolved member inquiries with empathy, accuracy, and urgency—ensuring world-class service and high satisfaction levels. Processed member applications with precision, meeting and exceeding service levels and support metrics. Handled confidential member information with discretion, adhering to privacy and security protocols. Managed escalated cases and followed through to resolution, ensuring member satisfaction and trust. Developed and maintained expert-level knowledge of Omada's products, systems, and support processes to ensure accurate and efficient service. Collaborated cross-functionally to enhance workflows, im

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Ambulatory Care Administrative Supervisor

UC Davis Health

Nov 2020 - Dec 2021 (1 year 2 months)

Supervised front office operations, including patient registration, scheduling, insurance verification, and referral coordination, ensuring compliance with healthcare regulations. Provided leadership support for staff onboarding, training, and performance development, fostering a service focused, adaptable team culture. Demonstrated expert knowledge of medical terminology, anatomy, and workflows to ensure accurate scheduling, billing, and records management. Managed complex insurance processes, including Medi-Cal, Medicare, PPOs, HMOs, workers' compensation, and fee-for-service plans; obtained authorizations, coordinated services, and submitted billing documentation. Monitored and resolved patient access and workflow issues in collaboration

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Clinic Operations Supervisor

Dignity Health Medical Group Stockton

Dec 2009 - Nov 2020 (11 years)

Oversaw daily clinic operations across multiple sites, acting as a key resource for staff, and addressing patient satisfaction concerns in real time. Managed multi-site contact center operations, optimizing resource allocation, and improving call handling metrics and response times. Aligned staffing plans, training initiatives, and process improvements to ensure high-quality patient care, and operational efficiency. Created, maintained, and optimized provider schedules and appointment templates in IDX to support accurate and efficient scheduling. Scheduled patient appointments and completed registration in IDX, including insurance verification, demographic entry, and data validation for accurate billing. Collaborated with front office staff

Michelle Santos

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