Beatrice Hernandez
Mesa
Summary
Dynamic professional with a proven track record at AHCCCS-DFHS, excelling in customer service and administrative support. Adept in Microsoft Office and deadline prioritization, I effectively manage high-pressure situations while ensuring accuracy in prior authorizations. Committed to enhancing provider experiences through education and support, I thrive in fast-paced environments. Adaptable Personal Assistant offers database management and business communications expertise paired with outstanding communication and time management skills. Tech-savvy individual well-versed in job-related software and staff coordination. Recognized for displaying consistent professionalism and quickly learning procedures and methods.
Overview
11
11
years of professional experience
Work History
Prior Authorization Technician
AHCCCS- DFHS
07.2017 - 09.2021
- Handled Fee-For-Service Providers' calls about prior authorizations for healthcare services.
- Collaborated with medical professionals on determining medical necessity.
- Engaged in training sessions to stay updated on prior authorization procedures.
- Entered prior authorization information into PMMIS efficiently.
- Eliminated duplicate authorizations from transportation and web portal submissions.
- Guided providers in using the online portal for prior authorizations submission.
- Provided administrative support, including tracking and reporting prior authorization data.
CRS III
Valor IT-DBA Department of Revenue
02.2014 - 05.2017
- Addressed taxpayer inquiries regarding business, personal, corporate, and withholding accounts for Department of Revenue.
- Assisted consumers with error correction notices related to invalid deduction codes.
- Demonstrated expertise in customer service and administrative support across various platforms.
- Utilized Microsoft Office to enhance document preparation and communication efficiency.
- Managed compliance tasks while ensuring adherence to regulatory standards.
- Delegated responsibilities effectively to optimize team productivity.
- Prioritized tasks efficiently under pressure to meet strict deadlines.
- Applied strong organizational skills and attention to detail in all operations.
- Worked effectively in fast-paced environments.
Escalations Lead Agent
Ace Global
08.2010 - 01.2014
- De-escalated customer issues by handling agent calls regarding cell phone bills.
- Addressed customer inquiries about authorized charges on cell phone bills, making adjustments as needed.
- Developed training programs for new agents to improve service quality and operational efficiency.
- Mentored junior agents, fostering skill development and improving overall team performance.
Education
High School -
Maryvale High School
Phoenix, AZ05.1996
Skills
- Experienced with Microsoft Office applications
- Proficient time management
- Typing proficiency (40 WPM)
- SharePoint collaboration tools
- Skilled in prioritizing concurrent responsibilities
- Strong organizational abilities
- Customer service proficiency
- Strategic issue resolution
- Adaptable learner
- Effective problem resolution
Timeline
Prior Authorization Technician
AHCCCS- DFHS
07.2017 - 09.2021
CRS III
Valor IT-DBA Department of Revenue
02.2014 - 05.2017
Escalations Lead Agent
Ace Global
08.2010 - 01.2014
High School -
Maryvale High School