Summary
Overview
Work History
Education
Skills
Timeline
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Donna Hernandez

Summary

Front office administrative assistant with over 15 years of strong customer service skills for both patients and clients. Mesa, AZ 85206 Top-producing and dynamic front office customer service specialist with over 15 years of experience in executive and administrative support for both patients and clients. A strong knowledge in team building, scheduling, payroll, billing, purchasing, customer service escalations, excels at patient resolutions. Maintained and updated the company's database and document management system. Worked toward increasing the company's web-based presence and improved their online reviews by ensuring customers and patients that I would personally resolve their problem. Areas of Executive Support Administrative Coordination Authorized to work in the US for any employer

Overview

22
22
years of professional experience

Work History

Patient Liaison Manager

Reddy GI Associates
Mesa, AZ
11.2020 - 02.2023
  • Answered calls, emails and voicemails from patients
  • Ensured their questions regarding lab and imaging orders, prescriptions, confirming or canceling appointments and procedures, records request, directions, hospitals pages for doctors, sending messages in Practice Fusion to providers with patient concerns
  • Documented the chart with reason for patients call and resolution or follow up needed
  • Knowledge of medical insurances and requirements for Medicare and Medicaid
  • Processed medical referrals by pulling online faxes and uploading them to check if referral is needed
  • Medical insurance is verified to check if accepted and active
  • Created new and existing patient charts with demographics provided on referral
  • Called patients to schedule appointments
  • Primary care office contacted by phone or fax requesting a corrected referral if any required information was incorrect or missing
  • Worked with an online servicing company to increase the office's internet presence and improve our reviews
  • Up by 149% in the first month and at 6 months from a 2-star to 4.4 star reviews
  • Processed payroll with ADP and approved time off requests
  • Revised the handbook to be current on office regulations and procedures
  • Converted all paper forms into online forms and required the online forms be used by all employees
  • Maintained patient charts and ensured HIPA regulations were being followed by staff
  • Scheduled drug representatives for learning lunches with employees so they would have knowledge of the new and most current information of new medications and advancements.

Administrative Assistant

LASER COMPONENTS DETECTOR GROUP
Tempe, AZ
10.2018 - 08.2020
  • Provide executive and administrative support for laser manufacturing corporation targeting military and medical key accounts
  • Set-up and coordinate new-hire interviews and conference rooms
  • Plan and coordinate employee special events including catering
  • Manage incoming calls with professionalism dealing with engineering, quality assurance and supply test room personnel at all levels
  • Resolve vendors inquiries by retrieving records in Peachtree
  • Update Excel training schedules for hourly employees and create various documents such as sign in sheets
  • Establish new vendors, and scan purchasing documents and work orders for use with Peachtree
  • Scan supervisory reports for submittal to management
  • Achievements
  • Acted as Office Manager during absences conducting parts purchases and making payments
  • Updated handbooks and coordinated professional binding services
  • Handled travel orders and travel voucher
  • Monitored office supplies

Front Desk Agent

RAINTREE PET RESORT & MEDICAL CENTER
Scottsdale, AZ
01.2017 - 01.2018
  • Coordinated waiting room operations, performed pet check-in, established new accounts, and updated current medications and vaccines
  • Fed and cared for pets
  • Achievements
  • Received numerous letters of gratitude for superior customer service.

Front Desk Supervisor & Front Desk Agent

PHOENIX AIRPORT MARRIOTT
Phoenix, AZ
01.2016 - 01.2017
  • Supervised and trained 11 front desk clerks for three shifts
  • Conducted staffing, delegated tasks and communicated clearly to ensure accountability in compliance with corporate policies/procedures
  • EXPERIENCE
  • Monitored employee in daily operations such as guest check-in, room service and supply/item stocking
  • Addressed customer concerns with professionalism in a timely manner
  • Audited hotel documentation including work of clerks and reports
  • Prepared detailed operational reports and updates for senior management
  • Tracked airport pick-ups, room availability and customer check-ins
  • Utilized Magellan guest feedback system to manage customer satisfaction
  • Achievements
  • Created training manuals to resolve recurring complex customer issues
  • Reduced employee overtime through operational efficiencies.

Property Manager

GUINN PROPERTY MANAGEMENT
Mesa, AZ
01.2014 - 01.2016
  • Oversaw budgeting process for four properties and delegated tasks for four part-time leasing associates
  • Compiled and maintained rental payment records
  • Showed commercial properties, prepared leases and secured cash/debit/check payments
  • Updated property records regarding city codes
  • Managed daily leasing operations that included supporting tenants, subcontractors and employees
  • Processed payroll for employees
  • Showed commercial property and filed legal documentation with court as necessary
  • Achievements
  • Maintained exceptionally high levels of customer/employee satisfaction and retention.

Front Desk Receptionist

DAYS INN
Mesa, AZ
01.2011 - 01.2014
  • Performed guest check-in, verified credit card information, reconciled cash drawer daily and balanced nightly audit reports
  • Managed incoming calls, booked reservations and responded timely to guest requests
  • Assigned rooms to housekeeping personnel.

KAIBAB ANIMAL HOSPITAL
Scottsdale, AZ
01.2007 - 01.2011
  • Proficient in Avimark database for use in scheduling appointments and surgeries for three doctors
  • Performed reconciliation of cash and credit card accounts
  • Managed medical records and facilitated transfers to specialists.

Customer Service Representative

AT&T
Mesa, AZ
01.2001 - 01.2007
  • Managed inbound customer calls operating a multi-line telephone system
  • Provided customer service and resolved billing inquiries while performing progressively responsible tasks
  • Reviewed customer accounts, processed customer credits, and prepared forms and documents
  • Provided recommendations regarding various plans
  • Achievements
  • Received numerous individual and team awards for overall excellence.

Education

Diploma - undefined

Westwood High School

Skills

  • Expertise Teambuilding & Mentoring Account Mgt &
  • Scheduling Supervision/Staffing/Training Special Projects &
  • Planning Budgeting/Billing/Payroll Customer/Vendor Relations Database Mgt & Reporting Document/Records
  • Mgt
  • Collaborate seamlessly with interdepartmental personnel to resolve issues and follow-up to ensure clear
  • Communications Detail-oriented and thorough
  • Perform varied administrative projects including legal research for document/record management and archiving
  • Services
  • Coordinate and prioritize multiple tasks simultaneously, and readily anticipate issues for maximized efficiency and
  • Quality
  • Demonstrate high levels of professionalism, and apply sound decision-making, problem-solving and critical
  • Thinking skills
  • Proficient in SharePoint, Excel, Peachtree and PowerPoint Perform data entry and ten-key with high degree of
  • Accuracy and efficiency
  • Accounting
  • Event Planning
  • Personal Assistant Experience
  • Office Management
  • Purchasing
  • Document Management
  • Accounts Receivable
  • Microsoft Outlook
  • Human Resources
  • Interviewing
  • Property Management
  • Customer service
  • Phone etiquette
  • Computer skills
  • Medical receptionist
  • Front desk
  • Administrative experience
  • Office experience
  • Medical scheduling
  • Medical records
  • Assessments
  • Customer Focus & Orientation — Highly Proficient
  • September 2020
  • Responding to customer situations with sensitivity
  • Full results: Highly Proficient
  • Verbal Communication — Expert
  • Speaking clearly, correctly, and concisely
  • Full results: Expert
  • Cashier Skills — Highly Proficient
  • Counting cash, processing transactions, following written procedures, and attending to details Full results:
  • Highly Proficient
  • Scheduling — Highly Proficient
  • Cross-referencing agendas and itineraries to avoid scheduling conflicts Full
  • Results: Highly Proficient
  • Creating Presentations with Microsoft PowerPoint — Proficient September
  • 2020
  • Knowledge of Microsoft PowerPoint tools and features
  • Full results: Proficient
  • Cross-referencing agendas and itineraries to avoid scheduling conflicts
  • Basic Computer Skills: PC — Proficient
  • Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer
  • Problems
  • Customer Service Fit — Proficient
  • November 2020
  • Measures the traits that are important for success for customer service roles
  • Administrative Assistant/Receptionist — Highly Proficient
  • Using basic scheduling and organizational skills in an office setting
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development
  • In any professional field

Timeline

Patient Liaison Manager

Reddy GI Associates
11.2020 - 02.2023

Administrative Assistant

LASER COMPONENTS DETECTOR GROUP
10.2018 - 08.2020

Front Desk Agent

RAINTREE PET RESORT & MEDICAL CENTER
01.2017 - 01.2018

Front Desk Supervisor & Front Desk Agent

PHOENIX AIRPORT MARRIOTT
01.2016 - 01.2017

Property Manager

GUINN PROPERTY MANAGEMENT
01.2014 - 01.2016

Front Desk Receptionist

DAYS INN
01.2011 - 01.2014

KAIBAB ANIMAL HOSPITAL
01.2007 - 01.2011

Customer Service Representative

AT&T
01.2001 - 01.2007

Diploma - undefined

Westwood High School

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Donna Hernandez