Ailsa Hernandez
Baltimore,MD
Summary
To secure a position with your company that offers lots of challenges and opportunities as I further my career within the company, and at the same time serve the organization to the absolute best of my capabilities. I hope to gain new skills and expand my knowledge while utilizing my current area of expertise.
Overview
8
8
years of professional experience
Work History
OBGYN Liasan
Chase Brexton Health Care
Baltimore , Maryland
09.2023 - Current
- Contacted mom to ensure newborns were scheduled with their Pediatrician within 48 hours after Hospital Discharge In order to close gaps in care.
- Responsible for providing outreach linkage-to-care services to pregnant and newborn patients. Act as a liaison between patient, providers, and external care.
- Record in the EMR in order to Prioritize patient needs and communicate through phone notes to the care team.
- Conducted in person meet and greets with mothers who were expecting in order to distribute baby bags for newborns.
- Created baby bags with newborn essentials for baby, kept track of inventory supplies and communicate with marketing on future incentive plans.
- Traveled daily to different sites including: Glen Burnie,Columbia, Randallstown and Mount Vernon.
- Maintained an organized schedule by adding upcoming Prenatal visit to personal work calender.
- Insert data entry on Microsoft Excel of number of visits completed.
- Utilized UDS systems in Tableau to report perinatal outcome on a case by case basis focusing on data collection.
- Communicate to providers by sending urgent flags and messages.
- Sent out quick text for successful baby bag deliveries.
- Obtain Hospital records for newborns to forward to the lead pediatrician in order to retrieve Newborn MRN number and birth data.
- Developed individualized care plans for each infant based on family needs for shelter, food, insurance and health care needs to case worker.
- Facilitated communication between medical staff, social workers and family members regarding the newborn's condition.
- Created proper care coordination notes in Athena.
- Provided data and feedback to appropriate supervisor.
- Collaborated with others to discuss new opportunities about the program.
- Created a great report with Spanish speaking patients by being supportive about concerns and escalating urgent matters to appropriate management.
- Implemented accurate and timely documentation in electronic client medical records.
- Assisted in providing outreach follow up calls for preventive care.
- Achieved working in an independent work setting and used updated resources.
Population Health Navigator
Chase Brexton Health Care
Baltimore, MD
10.2020 - Current
- Schedule transportation through Lyft
- Retrieve A1C & lead testing results needed to be faxed over to Medicaid insurance companies.
- Offered diverse clerical support to office team members, including managing correspondence, answering telephone calls and tracking documentation.
- Tracked and reviewed program performance metrics to improve decision-making process.
- Promoted community events and news through monthly newsletters, which were distributed to local families and community leaders.
- Developed and coordinated HIV No Show and GYN-No Show lists.
- Scheduled Gynecology Procedures for patients needs.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Developed community outreach programs for local schools to promote Pediatric Medical initiatives.
- Maintained detailed records of client feedback and treatment plans to present personalized care.
- Reached out to doctors and healthcare providers to inquire about orders.
- Advocated for patient needs to healthcare professionals.
- Accessed patient information through various software applications.
- History working With Athena/Crisp/I2I/Centricity/Cipher systems.
- Contacted patients to provide appointment reminders.
- Scheduled patient appointments and specific treatments.
- Counseled patients on health maintenance through lifestyle modifications and medications.
- Assist refill coordinators with prescription request paper work when needed.
- Educated and counseled patients and caregivers on medication usage, disease management and diagnoses.
- Provided emergency room analysis for triage, admission or discharge.
- Managed training calendars to inform participants of upcoming training session topics and dates.
- Supported onboarding of new employees.
- Provided individuals and families with information and resources to connect with available programs.
- Developed and incorporated community-based programs to meet various needs and monitored each program's effectiveness.
Customer Service Representative
Chase Brexton Health Care
Baltimore , MD
03.2018 - 10.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Mentored new employees on procedures and policies to maximize team performance.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Set up and activated customer accounts.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Handled translation calls with open and clear communication skills to quickly get to root of each issue.
- Applied cultural knowledge and interpersonal abilities to help customers open up and explain concerns.
- Leveraged multilingual sklls to review, record and organize written data from variety of sources.
- Trained customer service staff on special needs of non-English-speaking customers.
- Practiced advanced foreign-language abilities to support customers' needs.
- Translated customer and internal documents to facilitate actions and resolutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Lead Sales Associate
Kids Footlocker
Baltimore, MD
10.2015 - 08.2017
- Trained new team members in cash register operation, stock procedures and customer services.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Built and maintained relationships with peers and upper management to drive team success.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Worked with fellow sales team members to achieve group targets.
- Answered incoming telephone calls to provide store, products and services information.
- Increased purchase amounts by cross-selling with similar products.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Engaged customers in friendly, professional dialogue to determine needs.
- Collected payments and provided accurate change.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Instructed staff on procedures for handling difficult transactions.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
- Opened and closed store many times per week by balancing cash drawers, preparing daily deposits and taking to drop box location or bank.
Sales Assistant
Claires Stores Inc
Baltimore , MD
12.2015 - 05.2017
- Used bilingual skills to assist other sales associates in closing sales with Spanish-speaking customers.
- Provided excellent service to customers through active engagement, direct eye contact and listening skills.
- Met and exceeded high-volume personal sales goals through clientele development and current product knowledge.
- Attended monthly company trainings on such topics as customer engagement strategies, marketing and promotions and attaining sales goals and milestones.
- Followed store opening and closing procedures as per company guidelines.
- Upheld consistent visual merchandising standards.
- Promoted company's image to customers, delivering superior customer service experience.
- Trained and coached newly hired associates on store return policies and customer service techniques.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Education
Some College (No Degree) - Phlebotomy
BLS Certification
Community College Of Baltimore County 03.2022
ATLA Language Services - Language Interpretation And Translation
Chase Brexton Healthcare
07.2021
Some College (No Degree) - Medical Assistant
The Community College of Baltimore County
Essex, MD2015
High School Diploma -
Overlea High School Academy of Finance
Baltimore, MD06.2014
Skills
- Fluent in spanish
- Product organization
- Clerical support
- Quality control
- Call Center Operations
- Microsoft Office expertise
- Problem-solving abilities
- High-energy attitude
- Office equipment proficiency
- Data evaluation
- Adaptive team player
- Inbound and Outbound Calling
- Transportation management
- Schedule mastery
- Project management
- Customer relations
- Data Entry
- work well independently
- Ability to Multitask
- Reliable
- Determined
- Scanning
- Faxing
- Indexing
- organized
- Resourceful
Languages
Spanish
Native/ Bilingual
Timeline
OBGYN Liasan
Chase Brexton Health Care
09.2023 - Current
Population Health Navigator
Chase Brexton Health Care
10.2020 - Current
Customer Service Representative
Chase Brexton Health Care
03.2018 - 10.2020
Sales Assistant
Claires Stores Inc
12.2015 - 05.2017
Lead Sales Associate
Kids Footlocker
10.2015 - 08.2017
Some College (No Degree) - Phlebotomy
BLS Certification
ATLA Language Services - Language Interpretation And Translation
Chase Brexton Healthcare
Some College (No Degree) - Medical Assistant
The Community College of Baltimore County
High School Diploma -
Overlea High School Academy of Finance