Rhodora Santos

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Healthcare Specialist

Omega Healthcare Management Services Inc.

Feb 2024 - Sep 2025 (1 year 8 months)

• Communicated with major insurers (e.g., Aetna, Cigna, Optum) to expedite authorization and ensure timely access to care.
• Verified insurance eligibility and mental health benefits for therapy and psychiatric services across all 50 U.S. states.
• Documented and updated patients' insurance and demographic information accurately.
• Accessed insurance coverage and eligibility via online portals (Availity, United Health Care, Cigna, Allied, Optum, MHN, UMR, etc.) to expedite authorization and ensure timely access to care.
• Prioritized incoming authorization requests according to queue urgency.
• Reviewed patient’s clinical and chart documentation related to the service submitted by the provider’s office.
• Obtai

Customer Service Representative

Booth

Oct 2023 - Feb 2024 (5 months)

• Assisted account specialists in performing their tasks effectively.
• Provided details of customers’ orders and requests for quotations.
• Answered phone calls and responded to emails from clients on behalf of sales specialists who were out of the office.
• Handled incoming orders from account specialists via telephone, email, and online ordering.
• Encoded order information into the company’s system, ensuring correct pricing, discount percentages, and product specifications.
• Checked stock availability and delivery schedules, forwarding order details to the warehouse department.
• Created and maintained customer records, updating information as necessary.
• Analyzed order data and optimized order fulfi

Customer Service and Sales Representative

Optum

Oct 2020 - Oct 2023 (3 years 1 month)

• Responded to customer queries in a timely and accurate manner via phone, email, or chat.
• Identified the type of assistance providers needed such as benefit and eligibility, billing and payments, authorizations for treatment, and explanation of benefits.
• Offered and closed sales for enrollment and renewal of AARP memberships.
• Answered incoming calls regarding website navigation issues, service questions, and more.
• Resolved issues on the first call, navigated through complex computer systems, and identified issue status while providing appropriate responses.
• Delivered information and answered questions in a positive manner, facilitating strong relationships with providers and their staff.
• Completed

Technical Service Representative

Concentrix

Jul 2019 - Oct 2020 (1 year 4 months)

• Responded to customer queries about AT&T services, equipment, promotions, roaming, and billing.
• Enhanced customer retention and satisfaction through outstanding and prompt service.
• Took customer calls and completed service orders.
• Understood customer needs and recommended appropriate products and rate plans.

Business Process Associate

Manulife

Mar 2010 - Jul 2019 (9 years 5 months)

• Was responsible for data entry of transactions with utmost attention to quality and quantity.
• Processed and captured information into systems according to established methods and procedures.
• Handled highly sensitive and regulated financial transactions.
• Consistently attained the service level set by the company.
• Practiced good judgment in processing cases.
• Performed thorough checks for every case to eliminate financial errors.
• Rendered overtime work daily during peak volume periods.
• Assisted colleagues and other teams in their production work upon request.
• Suggested process improvements and solutions to optimize team metrics.

S

Technical Sales Representative

Sykes group

Feb 2007 - Feb 2010 (3 years 1 month)

• Coordinated and managed client appointments, including scheduling, rescheduling, and cancellations, ensuring seamless service delivery.
• Identified and organized leads as they moved through the sales cycle, improving conversion efficiency.
• Conducted cold-calling to dealerships and service providers to generate qualified sales prospects.
• Managed leads using CRM tools (HubSpot, Salesforce) and automation systems to streamline workflows.
• Developed and implemented lead generation strategies tailored to diverse markets (AU, US, UK).
• Analyzed sales and lead data to measure the effectiveness of campaigns, driving continuous improvement.

Administrative Assistant

St. Luke's Medical Center

May 1993 - Nov 2006 (13 years 7 months)

• Prepared inventory lists of laboratory supplies.
• Organized supplies and materials for research projects.
• Prepared purchase orders and managed deliveries.
• Maintained databases of patients, referring physicians, and clinical abstracts.
• Acted as recording secretary for research groups.
• Coordinated meetings with scientists, project leaders, and research fellows.
• Assisted with logistics for training programs.
• Answered queries about laboratory services and patient results.

About

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Résumé

Rhodora Santos

About

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Behavioral traits