Support and Services Team

Ed Santiago
Support Center
Manager

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 manages the entire MedAllies’ Technical Support Analyst team to ensure outstanding customer support of the MedAllies national client base for all products and services. 

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.   

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.

Alicia Colletta

Business Solutions Manager

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

Operations Manager

Klim partners with all of MedAllies’ 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.