Joanna Grace Santocildes

06/2025 – Present

Melbourne, Australia (Hybrid from Philippines)
ConnectOS Outsourcing — Care Partner Manager (People First Healthcare)

• Manage day-to-day care partner operations for People First Healthcare, ensuring seamless coordination between clients, clinicians, and support workers.
• Oversee caseloads, service bookings, documentation updates, and follow-ups to maintain high standards of client care.
• Collaborate closely with nurses, therapists, and administrative teams to resolve issues quickly and support positive outcomes for participants.
• Monitor service delivery timelines, escalate risks, and maintain compliance with NDIS and organizational requirements.
• Build strong relationships with clients and families, providing clear communication and consistent support.

Milestone:
Recognized as the technical lead in managing aged-care participants, providing expert support in care planning and maximizing the effective use of their Home Care Package and insurance funds. Successfully guided clients in aligning services with their care goals while ensuring compliance and efficient budget management.

• Verify insurance and update patient details.
• Submit and follow up on claims and pre-authorizations.
• Ensure accurate billing and coding of services.
• Communicate with patients regarding insurance, payments, and issues
• Milestone: Optimized insurance verification and claims processing, improving efficiency and enhancing patient satisfaction.

• Lead and Optimize the Customer Support Team to ensure exceptional service, swift issue resolution, and high customer satisfaction.
• Drive Revenue Growth by implementing targeted upselling and cross-selling strategies to maximize sales opportunities.
• Leverage Customer Feedback to streamline processes and enhance service delivery, collaborating with sales and marketing for continuous improvement.
• Milestone: Successfully implemented a new upselling strategy, resulting in a 20% increase in sales within the first 6 months of employment. Recognized as the top performer for driving cross-sell opportunities in the customer support team, contributing to significant revenue growth.

• Delivered effective language instruction to diverse learners.
• Created immersive environments to enhance language acquisition.
• Milestone: Adapted quickly to remote learning tools and successfully helped students improve their language skills despite challenging circumstances

• Managed and closed immigration cases with affiliated lawyers, ensuring seamless visa processing.
• Developed client relationships, providing tailored immigration solutions.
• Strengthened partnerships by personally visiting Portugal, securing business visa agreements.
• Milestone: Successfully closed multiple immigration cases within set deadlines, exceeding company expectations. Secured high-value visa deals and expanded business opportunities through strategic international visits.

• Led day-to-day operations in one of the world’s busiest airports, ensuring passenger flow, safety compliance, and service excellence.
• Supervised a team of airport service agents, providing training, performance monitoring, and operational guidance.
• Coordinated with airlines, ground services, and immigration authorities to maintain efficient turnaround times and meet regulatory requirements.
• Managed crisis situations, including flight delays, VIP handling, and special assistance requests, ensuring minimal disruption to passenger experience.
• Milestone: Improved on-time departure rate by 15% through process optimization and staff scheduling improvements.