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. • Obtained and followed up on authori

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 fulfillment processes. • Generated repor

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 documentation necessary to tra

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.

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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.

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