Frank Michael Estrada
Whittier,CA
Summary
Healthcare operations professional with experience supporting provider workflows, patient access programs, and cross-functional healthcare teams within a digital health environment. Skilled in EMR/EHR troubleshooting, SOP development, and operational process improvement, with a track record of improving provider adoption and resolving complex prescription access issues while partnering with clinical staff, pharmaceutical manufacturers, and internal product teams.
Overview
13
13
years of professional experience
Work History
Access & Operations Manager
BlinkRx
01.2022 - Current
- Manage cross-functional operations supporting provider offices, pharmaceutical manufacturers, patient services, claims, and prior authorization teams.
- Built and launched three Field Support Specialist teams; trained and supervised client-funded program coordinators and support staff.
- Lead onboarding and training for new hires and developed standardized onboarding curriculum.
- Piloted the Program Coordinator role, working directly with manufacturer Field Access Managers to improve prior authorization pull-through and provider engagement.
- Manage escalations from manufacturer partners and healthcare provider offices, resolving operational and access issues.
- Authored and maintained Standard Operating Procedures (SOPs) for onboarding and Practice Access Management workflows.
- Created centralized repositories for SOP documentation and manufacturer business rules.
- Updated procedures in response to pricing, compliance, and manufacturer policy changes.
- Partner with Salesforce administration team to implement workflow efficiencies and operational improvements.
- EMR/EHR Subject Matter Expert troubleshooting prescription transmission and provider workflow issues.
- Support Salesforce account maintenance, including data correction and account merging.
- Coordinate communication between pharmacy hub teams (patient services, claims, prior authorization) and our Practice Access Management team to ensure efficient cross functional communication.
- Collaborate with marketing and client management teams to update medication product sheets when manufacturer pricing or business rules change.
- Represent BlinkRx at healthcare conferences and pharmaceutical national sales meetings.
- Established cross-department communication protocols to resolve complex patient access cases.
- Consistently exceeded expectations on annual performance reviews.
- Healthcare technology and pharmaceutical services organization supporting patient access, provider workflow coordination, and manufacturer access programs.
- Leadership & Operations
- Process Improvement & Documentation
- Healthcare Systems & Technical Expertise
- Client & Manufacturer Relations
- Additional Contributions
Supervisor of Escalations
Kareo
07.2021 - 01.2022
- Resolved high-priority customer escalations from executive leadership, Better Business Bureau complaints, and public review platforms.
- Coordinated cross-department investigation and resolution of complex customer issues affecting medical practices.
- Restored customer satisfaction and retention through effective de-escalation and problem solving.
- Healthcare Practice Management Software
- Brought Kareo's BBB rating from an F to an A+ in a three month time span
Escalation Specialist
Kareo
10.2019 - 07.2021
- Managed complex software and billing issues beyond standard support scope.
- Investigated account, billing, and workflow failures impacting practice revenue cycles.
- Partnered with technical and billing teams to identify root causes and prevent recurrence.
- Healthcare Practice Management Software
Accounting Specialist
Kareo
09.2017 - 10.2019
- Assisted medical practices with revenue cycle concerns including payer rejections, clearinghouse errors, and billing discrepancies.
- Helped practices resolve claims issues to ensure timely reimbursement.
- Healthcare Practice Management Software
Customer Service Representative
Kareo
04.2013 - 10.2017
- Provided support for medical practice management software users, troubleshooting operational and billing workflows.
- Maintained call quality scores of 90%+ while meeting productivity standards.
- Member of retention team working directly with at-risk clients to maintain accounts and rebuild product confidence.
- Assisted new hires with complex software issues and workflow guidance.
- Healthcare Practice Management Software
Education
High School Diploma -
La Serna High School
Whittier, CA06-2000
Skills
- Healthcare Operations
- EMR/EHR Systems
- Practice Management Software
- Salesforce CRM
- SOP Development
- Escalation Management
- Customer Retention
- Provider Support
- Training & Onboarding
- Operations management
- Customer service
- Operational efficiency
- Policies and procedures implementation
- Customer relationship management (CRM)
- Onboarding and orientation
- Cross-functional collaboration
Timeline
Access & Operations Manager
BlinkRx
01.2022 - Current
Supervisor of Escalations
Kareo
07.2021 - 01.2022
Escalation Specialist
Kareo
10.2019 - 07.2021
Accounting Specialist
Kareo
09.2017 - 10.2019
Customer Service Representative
Kareo
04.2013 - 10.2017
High School Diploma -
La Serna High School