Alicia Colletta

Manager, Direct Solutions


Colletta manages the entire Onboarding process for Direct Clients.  She has successfully managed and developed our Tier 1 and Tier 2 support center operations team. Colletta is also an experienced business analyst, and has ensured successful implementation of procedures and business applications, while providing end-user support. Colletta holds a BS in Industrial and Systems Engineering from Binghamton University.






 



Laura Klim

Manager, Operations

 

Klim partners with all of MedAlliesí departments to ensure the efficiency and effectiveness of Direct operations.  Klim's background in industrial engineering contributes to her focus on workflow management in order to maximize efficiency in healthcare environments.  She was the Lean Six Sigma team leader for major projects, and is experienced in creating documentation of system requirements and workflow analyses.

 

Klim has a MS in Industrial and Systems Engineering with a concentration in Health Systems from Binghamton University.  She is Lean Six Sigma Green Belt and Black Belt certified through the Thayer School of Engineering at Dartmouth College.  Klim is also a Salesforce Certified Administrator.




Ed Santiago
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.