Hi, I’m
Alessandra Hernandez
Walnut Creek,CA
Summary
Dynamic, results-driven professional with extensive experience in enhancing productivity and efficiency within fast-paced healthcare settings. Proven expertise in managing daily operations while fostering a positive work environment that promotes staff morale and prioritizes patient satisfaction. Skilled in building strong relationships through effective communication, dedicated to understanding and addressing customer needs with tailored solutions. Bilingual and committed to contributing valuable insights and support to the next team.
Overview
4
years of professional experience
1
Certification
Work History
Genentech
Case Manager
10.2021 - Current
Job overview
- Served as the primary liaison between patients, healthcare providers, and payers, simplifying intricate reimbursement processes and ensuring seamless transitions of care.
- Provided high-touch, empathetic customer service, effectively communicating complex coverage details to patients and caregivers in a clear and supportive manner.
- Managed a specialized caseload within the NEP Team, leveraging fluency in Spanish to eliminate language barriers and ensure equitable access to medication for Hispanic/Latino patients.
- Served as the dedicated Region Owner with managerial oversight of all case management operations across the California and Hawaii offices.
- Managed a team of case managers ensuring all CA and HI office processes, documentation, and patient interactions met the highest standards of quality and compliance.
- Provided strategic plans on how to effectively manage a large range of referrals during benefits reverification period.
- Identified barriers to process and reimbursement and continually recommends program efficiencies to the Supervisor to promote high quality of work.
- Continuously looking to expand my knowledge within the company by staff-pooling to support other teams for business need
- Program Learning Lead
- Functioned as the Program Learning Lead (PLL) for 2 years, developing, implementing, and managing training programs for new and existing Case Managers, Staff-poolers, and more including the NEP team.
- Led the onboarding and certification of new hires through structured, hands-on training and mentorship.
- Designed and facilitated training modules on critical topics, including patient empathy, complex reimbursement methodologies, payer-specific requirements, and current process standards.
- Managed the curriculum and resources for continuous professional development, ensuring all team members maintained up-to-date knowledge on evolving specialty drug changes.
- Managed a specialized caseload within the NEP Team, leveraging fluency in Spanish to eliminate language barriers and ensure equitable access to medication for Hispanic/Latino patients.
Education
Concord High School Concord, CA
High School Diploma
Diablo Valley CollegePleasant Hill, CA
Associates To Transfer from Psychology
01-2028
Skills
- Effective strategic leadership
- Analytical problem solving
- Efficient at acquiring new skills
- Customer engagement
- Responsive to new challenges
- Strong verbal and written communication
- Efficient task prioritization
- Organizational proficiency
- Healthcare vocabulary expertise
- Technical proficiency in software applications
- Patient care support
Certification
Spanish Certification
Languages
English
Spanish
Timeline
Case Manager
Genentech
10.2021 - Current
Concord High School
High School Diploma
Diablo Valley College
Associates To Transfer from Psychology