Christine Hernandez
Las Vegas,NV
Summary
Customer service professional with extensive experience in healthcare and insurance sectors. Proven expertise in managing patient accounts and resolving billing discrepancies, ensuring accuracy and compliance. Strong communication skills dedicated to enhancing patient satisfaction through effective engagement and problem resolution.
Overview
22
22
years of professional experience
Work History
Interviewer
McGuire Research
Las Vegas, NV
09.2020 - Current
- Conducted in-depth interviews to gather qualitative data from diverse populations.
- Developed and refined interview questions to ensure clarity and relevance.
- Conducted structured interviews to gather survey and research information, enhancing data accuracy. Maintained confidentiality while effectively engaging with participants, adhering to established guidelines. Documented responses with precision, demonstrating attention to detail and commitment to customer service.
- Collaborated with research teams to align objectives and methodologies.
Insurance Non-Licensed adjuster/FNOL First Notice of loss
Foundever USAA
Las Vegas, NV
09.2023 - 09.2025
- Handled FNOL calls, gathering accurate information for auto and property claims to initiate timely claims processing. Documented claim details and verified policy and customer information to ensure compliance and accuracy in claim initiation. Provided professional customer service, explaining next steps and addressing customer questions to enhance client understanding and satisfaction. Maintained accurate records while following company procedures, privacy requirements, and quality standards.
- Investigated incidents to determine liability and coverage details effectively.
- Evaluated claims for property damage using comprehensive assessment tools.
- Collaborated with clients to gather necessary documentation and information.
Patient account Representative/Patient access
University Medical center-UMC
Las Vegas, NV
04.2015 - 08.2021
- Managed patient accounts, verified insurance and demographic information, processed payments, posted charges, and assisted patients with billing inquiries and payment arrangements, ensuring seamless account management. Delivered professional customer service while resolving patient concerns and maintaining accurate account information, contributing to enhanced patient satisfaction.
- Resolved patient account inquiries efficiently and resolved billing discrepancies efficiently.
- Worked with healthcare providers to verify patient eligibility to verify patient eligibility and coverage.
- Submitted insurance claims accurately for timely reimbursement using electronic health record systems accurately.
Medical Assistant
Southwest Medical Associates
Las Vegas, NV
12.2004 - 01.2015
- Supported physicians and patients with clinical and administrative tasks, including rooming patients, taking vital signs, updating medical records, assisting with examinations, scheduling appointments, and coordinating patient care to enhance overall patient experience. Ensured accurate documentation and delivered professional, compassionate patient service to foster trust and satisfaction.
- Supported healthcare providers during patient examinations in clinical settings.
- Coordinated patient scheduling to optimize appointment flow.
- Updated electronic health records to ensure data accuracy and compliance.
Education
GED - General education
CSN Southern Nevada community college
Las Vegas, NV04-2004
Medical Assistant
Academy of Healing Arts
Las Vegas, NV04-2004
General education -
Franklin High school
Los Angeles, CA06-1989
Skills
- Patient account management
- Patient intake
- Patient registration
- Patient documentation
- Insurance verification
- MedicalConflict resolution strategies
- Insurance billing
- Payment processing
- Charge posting
- Payment arrangements
- Account reconciliation
- Billing resolution
- Documentation management
- Insurance information updates
- Attention to detail
- Data accuracy assurance
- Qualitative data collection
- Survey data analysis
- Participant verification
- Data gathering techniques
- Data gathering accuracy
- Data input and documentation
- Electronic medical records (EMR)
- Document management
- Appointment scheduling
- Appointment management
- Referral coordination
- Patient education and assistance
- Patient communication techniques
- Professional participant communication
- Confidentiality
- HIPAA/Confidentiality awareness
- Customer inquiry management
- Customer issue resolution
- Extensive customer engagement
- Participant engagement
- Verbal communication
- Engaged listening
- Confidentiality
- Problem-solving techniques
- Survey management
- Participant interviewing
- Remote participant support
- Microsoft teams
- Slack
- EPIC
- Touchworks
- Multi-channel engagement
- Appointment management
- Remote participant support
Timeline
Insurance Non-Licensed adjuster/FNOL First Notice of loss
Foundever USAA
09.2023 - 09.2025
Interviewer
McGuire Research
09.2020 - Current
Patient account Representative/Patient access
University Medical center-UMC
04.2015 - 08.2021
Medical Assistant
Southwest Medical Associates
12.2004 - 01.2015
GED - General education
CSN Southern Nevada community college
Medical Assistant
Academy of Healing Arts
General education -
Franklin High school