Myra Hernandez
Las Vegas,NV
Summary
Adept at data management and known for exceptional leadership, I spearheaded logistics operations at Coorstek Inc., enhancing efficiency by 30%. My tenure at United Health Care honed my ability to deliver compassionate, high-quality member experiences, underpinned by a strong foundation in communication and problem-solving skills.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Member Care Advisor
United Health Care
07.2023 - Current
- Provide holistic family support to members who may have special needs
- Provide an ongoing point of contact for members, primarily via the phone channel, and also use email, delivering compassionate support to members and creating a memorable, positive experience.
- Provide appeals and grievances instructions to members, identify issues with denied claims
- Make decisions independently, and solve problems creatively and completely.
- Obtain medical records, notes, and treatments from providers for members with denied claims, and assist in reviewing them for reprocessing for payments.
- Plan, prioritize, organize, and complete work to meet established objectives for our families.
- Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
- Process includes outreach calls to initiate contact with members referred by executives and partners
- Responsible for providing a high-quality member experience, as reflected in post-contact surveys and member feedback.
- Provided assistance and information to members regarding membership benefits and services.
- Responded to inquiries from members in person, by telephone, or via email.
Benefit and Eligibility Advocate
United Health Care
12.2022 - 06.2023
- Respond to and resolve, on the first call, customer service inquiries and issues with benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options
- Initiate proactive outreach to members as needed, which may involve welcoming new members to our health plans, addressing gaps in care, reviewing coverage, and referring & enrolling them to internal specialists and programs based on their needs and eligibility
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
Patient Access Representative
NYU Langone Health
Las Vegas, USA
04.2022 - 11.2022
- Update patient's demographics, insurance and referrals using Epic and Salesforce
- Respond to multi-channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages
- Utilize physician protocols to schedule appointments for NYU FGP specialties and meet established Access Center performance goal
- Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes
Logistics Specialist
JS Products Inc.
Las Vegas, USA
07.2019 - 09.2021
- Process shipping documents for domestic and international shipments
- Oversees the day-to-day activities associated with Import/Export transportation
- Coordinate and monitor airfreight, ocean freight, port recovery for international and domestic shipments
- Update the status on shipments through regular report issuance to stakeholders, and meeting participation as needed.
- Planning and maintaining Logistics policies and procedures
- Communicates effectively (verbal and written) with various departments regarding issues of customer loads/orders
- Ensure quality of all services and processes within the facility
- Develop important reports, outline/schedule and conduct tracking visibility for management and customers
- Evaluate and process claims made by customers and vendors and so as freight forwarders
- Constant communications and supply track shipments to customers and suppliers throughout the shipment cycle
- Maintaining the smooth flow of our export shipments utilizing our portal and customer portals to track shipments, making sure to act if problems arise
- Work with Finance team on vendor requirements, shipping documents like house bills, packing list and invoices required for vendors payment and bill customers in timely manner
- Developed and maintained relationships with vendors to ensure timely delivery of materials.
- Organized and managed the inventory of all incoming and outgoing shipments.
- Created detailed reports on logistics operations, including cost analysis, shipment tracking, and performance metrics.
Shipping/Logistics Supervisor
Coorstek Inc.
Ventura, USA
09.1997 - 07.2018
- Work directly with Customs brokers for customs clearance
- Oversees the day-to-day activities associated with Import/Export transportation
- Select carriers for transportation and negotiate rates and contracts with carriers
- Collaborate directly with Customers to support with any shipping issues
- Communicates effectively (verbal and written) with various departments regarding issues of customer loads/orders
- Provide support/create monthly revenue report to the upper management
- Provide and update documented work instructions for training purposes
- Provide annual evaluation for employees and support them to improve job performance
- Conduct periodic audit of export invoices for accuracy and completeness
- Satisfy record keeping requirements by maintaining Compliance Department files and records
- Provide training team in updating and providing Bills of Lading, Shipper’s letter of instruction, NAFTA certifications and other related shipping documents
- Develop and maintain strong relationships with customers, freight forwarders, drivers and with freight partners
- Maintaining the smooth flow of our export shipments utilizing our portal and customer portals to track shipments, making sure to take action if problems arise
- Constant communications and supply track shipments to customers and suppliers throughout the shipment cycle
Education
Some College (No Degree) - Accounting And Finance
Oxnard College
Oxnard, CASkills
- Multitasking
- Data Entry
- Accuracy
- Communication
- Pleasant with Positive Attitude
- Detail-Oriented
- Resourceful
- Critical Thinking
- Self-Motivated
- Dependability
- Data Analysis
- Leadership
- Collaborator
- Good Listener
- Adaptability
- Strong Learning Curve
- Problem Solving
- Spreadsheets
- Record Keeping Maintenance
- MS Office
- Data Management
- Google Drive
- Tracking complaints
- Refunds processing
- Data security techniques
Certification
- Certification for completing training for Complying with U.S. Export Controls
- Certificate of Training on how to develop and Export management and Compliance Program
- Certified in Automated Export System (AES)
References
Will be furnished upon request.
Timeline
Member Care Advisor
United Health Care
07.2023 - Current
Benefit and Eligibility Advocate
United Health Care
12.2022 - 06.2023
Patient Access Representative
NYU Langone Health
04.2022 - 11.2022
Logistics Specialist
JS Products Inc.
07.2019 - 09.2021
Shipping/Logistics Supervisor
Coorstek Inc.
09.1997 - 07.2018
Some College (No Degree) - Accounting And Finance
Oxnard College
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