Lovi Santiago

Results-driven Healthcare RCM and Customer Operations Specialist with nearly a decade of experience across US healthcare compliance, medical supply coordination, lead generation, and high-volume customer service. Proven track record in maintaining strict HIPAA compliance, optimizing order management workflows via Brightree, and driving revenue growth. Skilled at resolving complex customer concerns and managing stakeholder relations with excellent communication and technical proficiency.

Process Associate at Knack RCM (Stance Health Solutions) (2025-04 – Present)

• Manage daily operational tasks to ensure healthcare business processes run efficiently, accurately, and in strict compliance with company and industry standards.
• Assist patients directly with medical supply needs, delivering high-quality customer service and improving patient satisfaction metrics.
• Utilize Brightree, Nextiva, and various payer insurance portals daily for seamless order processing and real-time verification.
• Maintain zero-tolerance compliance standards as a HIPAA Trained and Certified professional.

PAP Compliance Specialist at Healthscope Services (Adapthealth) (2022-05 – 2025-02)

• Monitored and documented compliance activities to ensure organizational operations aligned with federal healthcare laws, regulations, and internal policies.
• Advised leadership and management teams on compliance matters, serving as a reliable point of contact for government and regulatory queries.
• Leveraged Brightree, VGM, Purecloud, and insurance portals to track PAP compliance data and audit patient accounts.
• Upheld strict confidentiality and data integrity rules under continuous HIPAA certification.

Lead Generation Specialist at 247 BPO (Whoknows Lead Generation) (2020-01 – 2022-04)

• Conducted extensive market research to identify, qualify, and target potential B2B/B2C customers to build a robust sales pipeline.
• Initiated outbound contact campaigns to pitch company services, successfully converting cold leads into active business opportunities.
• Managed and updated prospect databases utilizing Salesforce CRM to ensure data accuracy and team alignment.

Sales and Customer Service Representative at iQor Philippines (Sprint Account) (2016-09 – 2019-03)

• Diagnosed and resolved root causes of complex customer concerns and billing inquiries for a major US telecommunications account.
• Identified upsell opportunities and explored customer needs to foster long-term loyalty and maximize account profitability.
• Handled specialized transactions including device activations, complex payment arrangements, and early-stage collection activities.

Bachelor of Secondary Education in Secondary Education – Pampanga State Agricultural University