Claudia Hernandez
San Antonio
Summary
Dynamic Intake Coordinator with a proven track record at Methodist Healthcare Ministries, excelling in customer service and patient scheduling. Bilingual and adept in NextGen and Phreesia, I enhance operational efficiency and improve client experiences. Recognized for implementing process improvements that elevate service quality and streamline documentation workflows.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Intake Coordinator
Methodist Healthcare Ministries
San Antonio
10.2023 - Current
- Conducted comprehensive interviews with potential clients to determine eligibility for services.
- Coordinated the intake process for new clients, including scheduling initial assessments, and providing necessary paperwork.
- Provided information and resources to individuals, families, and groups seeking assistance.
- Identified areas of improvement in customer service processes, and suggested changes accordingly.
- Provided education about available services, benefits, rights, responsibilities, risks, and benefits of treatment options.
- Have technical expertise in documentation workflow, data collection, reporting expectations, physical and digital documents, charts, and reports.
- ts.
- Educated new team members with health information management applications, such as NextGen, Smartsheet, and Phreesia.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered phone calls from inquiring clients seeking assistance or information.
- Completed all necessary paperwork for service calls in a timely manner.
- Answered telephones, screened calls, and directed inquiries to the appropriate staff member.
Patient Services Receptionist/Scheduler
Methodist Healthcare Ministries
07.2018 - 10.2023
- Phreesia experience for three years.
- NextGen experience for eight years
- InContact experience for 5 years
- Confirm Next Day Appointments
- Appointment Check in and Demographic Verification
- Appointment Check Out and Next Visit Scheduling
- Payment Collection, Reconciliation and Balance Review
- Chart Review to ensure proper scheduling and need for other MHM Services
- Run reports to ensure all charges are correct and ready for claims to be submitted.
- Assist in CMCS Front Office as needed for Check in & Check Out.
- Assist in Dental Reception coverage at Dixon.
- Assist with taking calls when the call center is short staff.
- Assist patients with transportation services.
- Answered incoming calls from patients/clients and provided assistance with appointments, billing questions, and other customer service-related issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
Customer Service Representative for Medicare
Aetna
06.2018 - 07.2018
- Answering questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors
- Triages resulting rework to appropriate staff
- Documents and tracks contacts with members, providers, and plan sponsors
- Explaining member’s rights and responsibilities in accordance with contract, processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via target system
- Perform review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
- Perform financial data maintenance as necessary
- Uses applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received.
Customer Service Representative
CentroMed
04.2014 - 01.2018
- Review insurance policy to determine whether a particular service is covered by insurance, check to ensure that appropriate changes were made to resolve patient’s problems, submit pre authorizations and referrals for dental treatment, verify insurance the day of service to see if active, complete insurance breakdowns, educate the patient prior their dental benefits and treatment plan
- Cash management Create, maintain, and enter information into databases
- Set up and manage paper or electronic filing systems, recording information, updating paperwork
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
- Greet patients or callers and handle their inquiries or direct them to the appropriate person according to maintaining scheduling and event calendars schedule and confirming appointments.
- Checking in and dismissing patients.
Education
High School Diploma -
Burbank High School
San Antonio, TX06.2010
Currently Pursuing - Business Management
San Antonio College
San Antonio, TXSkills
- Excellent customer service skills
- Bilingual
- Organizational skills
- Ability to multitask
- SmartSheet
- NextGen
- EHR/EDR
- InContact
- Phreesia
- Tablu
- Patient scheduling
- Documentation review
- Data entry Data and Reporting Tools
- Microsoft Suite
- Project management
- Luma
Certification
- HIPPA CERTIFICATION
- WHITE BELT CERTIFIED
- QUEST CERTIFIED
Timeline
Intake Coordinator
Methodist Healthcare Ministries
10.2023 - Current
Patient Services Receptionist/Scheduler
Methodist Healthcare Ministries
07.2018 - 10.2023
Customer Service Representative for Medicare
Aetna
06.2018 - 07.2018
Customer Service Representative
CentroMed
04.2014 - 01.2018
High School Diploma -
Burbank High School
Currently Pursuing - Business Management
San Antonio College