Manager, Support Center
Santiago has been with MedAllies since 2005, joining the organization from one of the first MedAllies client hospitals after implementing a comprehensive suite of integrated interfaces as part of the initial Hudson Valley health information exchange. Santiago has overseen health information technology integrations including refinement of patient matching algorithms, account management, and support for health information exchanges, electronic health records, and Direct messaging.
Santiago manages the entire MedAlliesí Technical Support Analyst team to ensure outstanding customer support of the MedAllies national client base for all products and services. He is administrator of the Customer Relationship Management (CRM) organizational-wide software and leads operational efforts and customization for enhanced analytics and reporting.
Santiago has over 20 years of experience in healthcare with 15 years in management and professional consulting services, focusing on patient access services, revenue cycle management, process improvements, workflow redesign and call center services. He has provided professional services in various healthcare settings including, hospitals, health care systems, critical access facilities, revenue cycle management companies, urgent care organizations, private ambulatory practices and long term care facilities.
Santiago has managed both the technical and professional components of health information technology projects. His previous roles have included leadership roles in patient access and financial services. Santiago has previous served as vice president and president of the local access managerís association. He has lectured and published articles on the topic of patient access management.
Santiago is a Certified Healthcare Access Manager, Certified Call Center Manager, NextGen Certified Professional, eClinicalWorks Helpdesk Certified and has a BA degree from Inter-American University of Puerto Rico.