Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Diana Hernandez

Hollywood,USA

Summary

Patient-focused professional equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, referrals, and policy enforcement. Talented in finding balanced solutions and resolving conflicts.

Overview

20
20
years of professional experience

Work History

Patient Care Coordinator

spine wellness centers of america
Hollywood, FL
08.2023 - 08.2025
  • Coordinated patient appointments and managed scheduling for multiple healthcare providers.
  • Communicated with patients regarding treatment plans and answered their inquiries promptly.
  • Maintained accurate patient records in the electronic health record system.
  • Assisted patients with insurance verification and explained coverage options clearly.
  • Collaborated with clinical staff to ensure smooth patient flow during visits.
  • Monitored patient feedback to improve service quality and overall experience.
  • Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
  • Established strong work network by building professional relationships with physicians and fellow employees.
  • Provided administrative support for patient care staff.
  • Demonstrated flexibility during changes to patient care practice.
  • Provided ongoing communication with patients, families, and other healthcare providers regarding treatment plans and progress.
  • Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
  • Assured regulatory compliance and professionalism across patient service.
  • Received and routed care team messages and documents to appropriate staff.
  • Managed patient appointments, ensuring efficient scheduling and rescheduling as necessary.
  • Addressed and resolved patient concerns and complaints in a timely and empathetic manner.

Patient Care Coordinator

Memorial healthcare
Miramar, FL
02.2021 - 07.2023
  • Verify patient demographic data, forms, and insurance information.
  • Triage and route phone calls, take messages, and follow up to verify receipt of critical information.
  • Safeguard the confidentiality of patient information by consistently following patient protection standards.
  • Review patient charts for completeness, accuracy, and verify missing information.
  • Schedule and manage appointments, and reduce no-shows by proactively confirming appointments.
  • Maintain compliance with established policies, procedures, regulatory and accreditation requirements, and applicable professional standards.
  • Compile and complete the patient record with all admission, transfer, and discharge information.
  • Deliver an excellent service experience with a friendly, compassionate, and helpful demeanor.
  • Improved clinical operations by coordinating with team clinicians.
  • Support medical units by answering multi-line phones, and providing clerical support.
  • Complete and process insurance documentation, and other claim forms.
  • Answer phone calls throughout the day to provide information, set appointments, and take messages.
  • Facilitate the flow of communication and information to all members of the department.

Customer Service Representative

Ultra body fitness
Miramar, FL
01.2019 - 07.2020
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken to ensure that appropriate changes were made to resolve customers' problems.
  • Converse with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms.
  • Verify customer and order information for correctness, checking it against previously obtained information as necessary.
  • Compute total charges for merchandise, services, and shipping charges.
  • Maintain logs of activities and completed work.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Collaborated with team members to enhance customer service experience daily.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Fitness Front desk

Planet Fitness
Hialeah, FL
05.2018 - 11.2018
  • Greet walk-in customers
  • Compute bills, collect payments, and make change for guests.
  • Supervise the gym floor and rearrange weights by re-racking them in the proper place.
  • Maintenance of gym locker rooms.
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Sales consultant

Seduction Cosmetic Center
Aventura, FL
01.2018 - 03.2018
  • Prepare proposals, quotes, contracts, or presentations for potential customers.
  • Consult walk-in patients for cosmetic evaluation.
  • Receive and place calls to patients who are interested in a cosmetic procedure.
  • Basic office work such as faxing, scanning, Excel, and Microsoft Word.
  • Maintained product knowledge to effectively communicate benefits and features.
  • Assisted in scheduling appointments for consultations and treatments.
  • Educated clients on post-treatment care for optimal results and satisfaction.
  • Worked with fellow sales team members to achieve group targets.
  • Performed cold calls to prospective customers to introduce company offerings.
  • Monitored competitor activity and pricing strategies to adjust accordingly.
  • Addressed customer questions and concerns regarding products and services.

Customer service representative

Global response
Margate, FL
11.2017 - 12.2017
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
  • Responded to concerns or complaints of members by taking prompt action, investigating, and resolving a wide range of issues.
  • Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
  • Assisted members by coordinating responses involving multiple departments and personnel.
  • Utilized the organization's computer system to look up and record information concerning member accounts.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Recommended products and services to members, and educated customers about relevant offerings.
  • Responded to customer questions and complaints, and documented consumer communications.
  • Assisted customers with inquiries and product information to ensure satisfaction.
  • Processed orders using company software to maintain accurate records.
  • Resolved customer complaints by providing appropriate solutions and support.
  • Handled returns and exchanges according to company policies and procedures.
  • Maintained a positive attitude while managing high call volumes during peak hours.
  • Answered customer inquiries and provided accurate information regarding products and services.

Dispatcher

Super star mobile grooming
Hialeah, FL
08.2017 - 10.2017
  • Managed communication between clients and grooming teams to ensure service clarity.
  • Coordinated scheduling for mobile grooming appointments across multiple locations.
  • Utilized dispatch software to track vehicle locations and optimize routes efficiently.
  • Responded promptly to client inquiries and resolved service-related issues effectively.
  • Maintained accurate records of appointments, services rendered, and customer feedback.
  • Collaborated with grooming staff to adjust schedules based on real-time demands.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Assigned drivers to appropriate routes based on customer needs.
  • Resolved customer complaints related to service issues or delays.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Updated records of driver locations, delays, and cancellations.

College debt

American College Counseling, Inc.
Sunrise, FL
12.2012 - 03.2013
  • Use computers for various applications, such as database management, or word processing.
  • Answer telephones, give information to callers, take messages, or transfer calls to appropriate individuals.
  • Create, maintain, and enter information into databases.
  • Complete forms in accordance with company procedures.
  • Work with service agencies and providers to facilitate case coordination and information for the client.
  • Help clients understand their student loan options.
  • Maintain client and program records.
  • Completed day-to-day duties accurately and efficiently.

Telemarketer

ADT
Doral, FL
11.2008 - 06.2009
  • Provided product information, answered questions, and offered solutions to customer inquiries.
  • Conducted outbound calls to generate interest in home security systems.
  • Explained product features and benefits to potential customers clearly.
  • Maintained accurate records of customer interactions in CRM software.
  • Answer telephone calls from potential customers who have been solicited through advertisements.
  • Schedule appointments for sales representatives to meet with prospective customers, or for customers to attend sales presentations.
  • Provided information on promotions and special offers during calls.
  • Collaborated with team members to refine sales approaches and scripts.

Associate coordinator

Road America Motor Club
Doral, FL
07.2006 - 09.2008
  • Provide emergency roadside assistance.
  • Coordinated membership services to enhance customer satisfaction and retention efforts.
  • Verified clients' roadside assistance eligibility.
  • Handled high call volumes nationwide.
  • Dispatched towing services to the client's location.
  • Conduct searches to find needed information, using search engines such as the Internet and Google Maps.
  • Answer telephones, give information to callers, take messages, or transfer calls to appropriate individuals.
  • Developed and maintained database of client information.

Retail sales associate

Tommy Hilfigure
Miami, FL
02.2006 - 05.2006
  • Describe merchandise, and explain the use, operation, and care of merchandise to customers.
  • Answer questions regarding the store and its merchandise.
  • Help customers try on, or fit, merchandise.
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
  • Collaborated with team members to achieve daily sales goals and improve customer experience.
  • Educated customers on brand history, fabric care, and style recommendations.
  • Handled inventory management by restocking shelves and conducting regular counts.
  • Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
  • Maintained store appearance through visual merchandising and organized displays.

Education

High School Diploma -

Divine Academy of Broward
Hollywood, FL

Skills

  • Effective patient communication
  • Problem solving and conflict resolution
  • Collaborative teamwork and organization
  • Attention to detail and active listening
  • Critical thinking and multitasking

Languages

English
Professional
Spanish
Professional

Timeline

Patient Care Coordinator

spine wellness centers of america
08.2023 - 08.2025

Patient Care Coordinator

Memorial healthcare
02.2021 - 07.2023

Customer Service Representative

Ultra body fitness
01.2019 - 07.2020

Fitness Front desk

Planet Fitness
05.2018 - 11.2018

Sales consultant

Seduction Cosmetic Center
01.2018 - 03.2018

Customer service representative

Global response
11.2017 - 12.2017

Dispatcher

Super star mobile grooming
08.2017 - 10.2017

College debt

American College Counseling, Inc.
12.2012 - 03.2013

Telemarketer

ADT
11.2008 - 06.2009

Associate coordinator

Road America Motor Club
07.2006 - 09.2008

Retail sales associate

Tommy Hilfigure
02.2006 - 05.2006

High School Diploma -

Divine Academy of Broward

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