Ana Hernandez
Austin,TX
Summary
Compassionate patient representative with background in managing patient interactions and resolving concerns effectively. Skilled in communication, ensuring clarity and understanding between healthcare providers and patients. Demonstrated ability to improve patient satisfaction through attentive service and problem-solving.
Overview
24
24
years of professional experience
Work History
Patient Service Representative
CommUnityCare
Austin, TX
08.2022 - Current
- Handle a high volume of incoming calls, providing exceptional customer service to patients and families.
- Register and verify the patient's demographics, verify insurance coverage, and schedule, reschedule, and confirm appointments.
- Apply HIPAA privacy and security regulations while handling patient information.
- Obtain proper authorization and identification to release confidential medical records.
- Address patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Answer, investigate, and/or direct patient inquiries or complaints to the appropriate medical staff member or department.
- Participate in training sessions to stay updated on healthcare policies.
Food Service Manager/Administrative Assistant
Compass Group USA
Austin, TX
02.2012 - 07.2021
- Interviewed, hired, managed, and trained associates with shifts covering 22 hours per day; delegated responsibilities, evaluated performance and mediated conflicts
- Successfully maintained excellent relationships among vendors, suppliers, clients and senior-level managers
- Assisted in planning, coordinating and executing special events, holiday parties, catered meetings and conferences for various departments and executive staff members
- Oversaw work and guest areas to provide clean, tidy and properly sanitized facilities according to established guidelines
- Responded to customer concerns efficiently, accurately and with detailed information
- Guided associates to boost safety and inventory waste management to meet pre-established business thresholds for operations
- Monitored food storage, handling, preparation and delivery to maintain health and safety standards
- Adhered to company food, safety, quality and sanitation policies
- Created and adjusted department schedules and individual shift assignments
- Consistently monitored expenses, inventory, labor, and operating costs; ensured operations stayed within/under budget
- Motivated associates with enthusiasm and successful training techniques; directed teams toward achieving company's financial goals
- Reported on differences in quarterly costing reports
- Responsible for managing payroll functions
- Responsible for other duties in assisting District Manager as requested
Food Service Supervisor/Administrative Assistant
Prince Food Systems
Austin, TX
10.2002 - 12.2010
- Organized and maintained documents, files and records
- Analyzed financial reports including budgets, store sales reports and payroll
- Assessed associate schedules for effectiveness and approved all timesheets
- Coordinated, set and confirmed interviews and appointments
- Assisted General Manager with receiving and returning phone calls
- Assisted with inputting menu items into the appropriate software and printing menus for cafes
- Responsible for managing accounts receivable, accounts payable and payroll department
- Responsible for administrating banking functions; reconciled daily transactions, balanced cash registers and prepared deposits
- Established and managed effective controls for labor and inventory costs
- Responsible for other duties in assisting General Manager as requested
Telemarketing Sales Representative
MCI Worldcom
Austin, TX
02.2001 - 10.2002
- Handled outbound calls in the bilingual department with potential customers in a courteous and professional manner to inform them of the company's phone plans to generate interest in the service
- Utilized knowledge base and training to accurately sell appropriate services
- Educated customers about product or service offerings meeting individual needs
- Broke down objections using friendly, persuasive strategies
- Accurately documented and processed customer orders in a appropriate systems
- Made appointments with interested customers according to schedule availability
- Set up new accounts and listed personal, demographic and payment information in system
- Complied with requirements surrounding confidential information and personal information
- Escalated customer issues to the appropriate staff and managerial for resolution as needed
- Contributed to team efforts by successfully accomplishing and exceeding daily, weekly, and monthly sales goals
- Attended daily meetings and reviewed all new training material to stay up-to-date on new service phone plans
- Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures
Education
High School Diploma -
Lbj High School
Austin, TX05.1999
Skills
- Customer Service and Relations
- Call Center
- EHR Software (EPIC)
- Proficient in Microsoft Office
- Medical terminology
- HIPAA compliance
- Telephone Reception
- Medical record management
- Active listening
- Critical Thinking
- Complaint resolution
- Adaptability
- Empathy
- Multitasking
- Office equipment operation
- Food and Beverage Service
- Management and Administration
- Staff LeadershipAccounts Payable/Receivable
- Hiring and Onboarding
- Data Entry
- Payroll Preparation
- Timesheet Organization
- Deposit Preparation
- Kitchen Staff Supervision
- Quality Assurance Policies
- Safety Training
- Inventory Control
- Point of Sale POS Software
- Operational Reporting
- Disciplinary Write-ups/Discharging
- Theft Procedures Establishment
- Food Delivery Oversight
Timeline
Patient Service Representative
CommUnityCare
08.2022 - Current
Food Service Manager/Administrative Assistant
Compass Group USA
02.2012 - 07.2021
Food Service Supervisor/Administrative Assistant
Prince Food Systems
10.2002 - 12.2010
Telemarketing Sales Representative
MCI Worldcom
02.2001 - 10.2002
High School Diploma -
Lbj High School
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