Emily Santos Email and Phone Number

Physician and APP Services, manages business development for ambulatory proposals. Works closely with finance, legal, outside council, and real estate.

· Created the Training and Quality Office SharePoint· Completed multiple projects and go-lives including: Good Faith Estimate, What Matters Most, Nuance Dragon, Document Management, Cardiac and Vascular Surgery Center go-live and Inova Pediatric Cardiology go-live· Communicated team progress to all team members and people leaders, Document Management, Cardiac and Vascular Surgery Center go-live and Inova Pediatric Cardiology go-live· Assisted staff with managing schedules, arranging assignments, and answering questions and concerns relating to training and team member complaints· Responsible for learning all training courses offered by the team and covering training courses· Provides support for the development, implementation, and documentation of training• Assisted Patient Access with high volume of calls which helped decrease the overall abandonment rate of Imaging Scheduling from 25% to 4%

· Coordinates and oversees on boarding, ongoing, and on-demand training of Patient Financial Services Call Center and Patient Access· Ongoing insight from leadership, quality management team, and analytics team to identify performance improvement training opportunities and updates to policies and procedures· Demonstrates a high level of engagement in special projects· Worked at the Covid-19 vaccination clinic by registering patients, assisting with creating standard work documents, training volunteers, and preparing for downtime · Created training materials and provided training for AAHAM Certified Revenue Cycle Specialist· Develop training decks, standard work documents, user guides, and leader guides· Coordinate with IT, outside vendors, Process Improvement Team, and Epic Consulting to improve workflow· Participates in ongoing education, including outside seminars as needed, to keep current with training and education content, styles and methodologies· Works in partnership with hospital billing to identify and trend denials to locate areas that require focused re-education and training• Trained team members to use payer websites including Evicore, Aim, UHC, Availity, Navinet

• Performed the services as the Team Lead at Mount Vernon Emergency Department, Decedent Affairs, and Lorton Healthplex • Providing process improvement for the True North Board at Mount Vernon and Lorton• Completes monthly audits for each team member to include one-on-ones to provide feedback• Provide financial counseling to patients as well as verify insurance, answer billing questions, and obtain prior authorizations • Identifies, analyzes, and solves problems that arise with staff and patients

Work closely with Patient Access Services to verify patient’s insurance and provide financial council for patients prior to their first appointment.• Contact insurance companies to review eligibility and benefits and assist patients to obtain the proper authorizations. • Answer phone calls to process insurance updates, review insurance benefits and limitations, and offer financial counseling. • Register patients over the phone and in person prior to their first appointment at MSKCC • Accept payments for outstanding bills, explain the self-pay process, create patient accounts for all new patients, and process bills from insurance companies. • Provide financial counseling to aid patient’s in obtaining Out of Network Authorizations and discuss financial assistance programs.• Trained in RAM mainframe, Passport OneSource, Interactive Intelligence, Availity, NaviNet

• Assist physicians and nurses in clinic and the chemo unit to include responding to medical emergencies, monitoring the schedule, calculating patient wait times, and proactively handling unexpected situations • Assist staff with questions and concerns relating to scheduling and patient complaints• Assist Practice Leaders with complex situations especially during high volume periods • Represent Physician Office Assistant and Session Assistant in Medical Oncology, Chemotherapy, Dermatology, and Radiology • Train and mentor new employees on the check-in and check-out process and chemotherapy scheduling

• Proficient in EPIC• Worked with regional staff to ensure patient fulfillment• Assisted clinic staff with tasks as required• Participated in a time study pertaining to examination room usage

• Responsible for reaching out to alumni to raise funds for the University • Became a top caller and raised over $20,000 • Monitored calls to make sure every caller was fully utilizing their script • Back-up Supervisor during busy periods and Supervisor away periods• Developed the skill to adapt the script based on the direction of the conversation

• Front-desk receptionist greeting all visitors • Reviewed various documents for accuracy and corrected all errors • Assisted in event planning for employee appreciation week • Maintained the master scheduled for all conference rooms • Completed special assignments in a timely manner as required

• Summer Internship for an energy-consulting firm • Worked on Natural gas and electric deregulation and utility rate cases for clients • Assisted on special projects including energy procurement and regulatory matters• Used Adobe Publisher to create the quarterly newsletter and informative pamphlets• Data entry of quarterly gas and electric usage • Creating and disseminating mass emails to all Consumer Power Advocate Members • Checked various excel spreadsheets for errors, mathematical accuracy, and proper links