Cecilia Hernandez

• Greeted patients and visitors, ensuring efficient check-in/check-out and completion of relevant forms.
• Verified insurance eligibility and benefits, collected co-payments or balances due.
• Scheduled patient appointments for physician, lab, and x-ray visits in Epic.
• Handled patient inquiries and resolved concerns with professionalism and care.
• Answered telephones and directed calls to appropriate medical or administrative staff.
• Retrieved faxes, sorted and distributed mail.
• Verified and balanced daily deposit records at the end of the day.

• Support the contact center team, internal departments, and physician offices.
• Managed high-volume inbound calls for patient scheduling and inquiries across multi-specialty lines, such as Family/Internal Medicine, Pediatrics, and Dermatology.
• Scheduled patient appointments for physician, lab, and radiology visits.
• Verified patient registration information and insurance details to maintain accurate patient records.
• Documented call details in electronic health record systems effectively.
• Provided accurate information regarding health services and appointment scheduling.
• As lead scheduler, led team huddles with the scheduling team to improve call handling, quickly resolve scheduling errors, and strengthen overall scheduling accuracy.
• As a patient navigator, I represented the contact center at physician offices to align clinical staff with call center procedures and strengthen interdepartmental relationships.

Customer Service Representative (June 2019 - Jan 2020)

• Answered customer inquiries regarding photography services for underclass and senior portraits, ensuring accurate information delivery.
• Resolved inquiries on order status, pricing, retakes, and refunds.
• Escalated complex customer issues to studio management, facilitating prompt resolutions and enhancing overall customer satisfaction.

Account Specialist (Jan 2020 - Feb 2021)

• Delivered exceptional customer service to assigned accounts.
• Delivered dedicated account support, coordinating picture day schedules with schools, photography leaders, and sales partners.
• Worked with the accounts to confirm and update important picture day information in company databases.
• Communicated with partners regarding the completion of jobs and updates.
• Organized information by maintaining databases, calendars and filing systems.

• Greeted patients & visitors, managed patient check-in and check-out procedures to ensure efficient workflow in a fast-paced private practice with 4 urology physicians.
• Answer incoming calls and respond to patient inquiries.
• Schedule and confirm patient appointments using the EHR system, UroChart.
• Processed patient registrations, verified insurance eligibility, and coverage benefits for visits such as consults, follow-ups, and in-office procedures such as vasectomies.
• Collect payments such as co-pays and deductibles.
• Responsible for the preparation of patient charts and relevant medical records for physicians.
• Coordinated patient care with affiliated physicians and affiliated hospitals.