Alina Hernandez
Pembroke Pines
Summary
Experienced with patient care and clinical operations to support healthcare teams. Utilizes effective communication and administrative skills to enhance patient experiences. Knowledge of medical protocols and procedures ensures smooth clinic functionality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Medical Assistant
South Florida ENT Associates
04.2021 - Current
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Ensured patient satisfaction by promptly addressing concerns, answering questions, and providing exceptional customer service.
- Ensured timely follow-up care by contacting patients with test results and coordinating necessary appointments for further evaluation or treatment.
- Managed insurance authorizations for medications, diagnostic tests, or procedures to facilitate timely access to necessary treatments for patients.
- Assisted physicians and nurses with clinical procedures following safe practices.
- Precepted newly hired medical assistants to train each on office procedures and important tasks.
- Taught patients about medications, procedures, and care plan instructions.
- Documented patient information in EMR and prepared paperwork for medical staff.
- Collected and documented patient medical information such as blood pressure and weight.
- Assisted in various medical procedures such as vaccinations, wound care, and diagnostic testing for efficient patient care delivery.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Increased clinic efficiency by training and mentoring new medical assistants on clinical procedures and best practices.
Front Desk Receptionist
Florida Center for Allergy & Asthma Care
01.2018 - 03.2021
- Scheduled appointments on behalf of staff members to keep office operations smooth and efficient.
- Balanced and updated computer accounting records and physical petty cash, including receipt documentation and expense tracking.
- Interviewed patients to collect medical information and insurance details.
- Supported administrative and healthcare staff with skilled clerical assistance such as ordering supplies and organizing office inventories.
- Straightened up the waiting room so that it remained neat and organized.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Took messages from patients and promptly relayed to appropriate staff.
- Informed patients of financial responsibilities prior to rendering services.
- Observed strict HIPAA guidelines at all times according to company policy.
- Handled all office supply ordering including ink cartridges, toner and paper
- Answered multi-line phone system and directed callers to requested personnel and departments.
Customer Service Representative
Walmart
11.2014 - 06.2017
- Evaluated customer account information to assess current issues and determine potential solutions.
- Set up and activated customer accounts.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
GED -
NATIONWIDE ACADEMY
Hollywood, FL01-2020
Skills
- Front office management
- Package and mail receipt
- Recordkeeping
- Fluent in English and Spanish
- Administrative skills
- Cash transactions
- Effective planning
- Meeting arrangements
- Team collaboration
- Call routing
- Hospitality services
- Correspondence typing
- Listening skills
- Oral and writing communication
- Microsoft Office
- Appointment confirmation
- HIPAA compliance
- Clinical leadership
- Insurance verification and billing
- Scheduling and appointment management
- Vital signs monitoring
- Clinical flow management
- Inventory and supply management
- EMR / EHR
- CPR
- Medical terminology knowledge
- Electronic medical records
Languages
English, Spanish
Full Professional
Certification
CPR
Timeline
Lead Medical Assistant
South Florida ENT Associates
04.2021 - Current
Front Desk Receptionist
Florida Center for Allergy & Asthma Care
01.2018 - 03.2021
Customer Service Representative
Walmart
11.2014 - 06.2017
CPR
GED -
NATIONWIDE ACADEMY
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