Eileen Hernandez

• Hires, trains, coaches, mentors and supervises competent, productive, motivated staff to provide high quality telephone service to Kaiser members.
• Coordinates and directs daily shift operations in the center in collaboration with other supervisors and senior supervisors. Promotes achievement of organizational and center goals by exhibiting an effective and adaptable leadership style.
• Communicates with physicians, department chief and nursing manager in improving patient care and patient issues. Recommends and evaluates processes to improve systems and patient care.
• Collaborates and works with Labor Partnership by co-leading UBT meetings.
• Manages and optimizes the referral process by developing a new and efficient way to assist patient
• Improved employee morale and engagement by developing team-building activities and encouraging open communication among staff members.
• Managed daily operations in a fast-paced environment while ensuring adherence to safety regulations and company policies.

• Verifies eligibility & obtains authorization for admitting patients to the hospital.
• Screens for potential eligibility for KP Membership through government programs (Medi-Cal, Medicare, transition plan, etc) Explains admission process, hospital regulations, policies & procedures.
• Interview patients or their representatives to obtain required information.
• Reviews reports for coordination of benefits and reviews all required documents for completeness.
• Collaborates w/nursing & other clinical departments to facilitate bed assignments for non-elective & elective admissions to the hospital.
• Improved client financial stability by assessing their financial situations and developing tailored plans.
• Managed caseload effectively, ensuring timely follow-up appointments and communication with clients.

• Managed high call volumes while maintaining a professional demeanor, demonstrating excellent multitasking abilities under pressure.
• Increased patient retention rates by fostering strong relationships through attentive listening skills and empathetic communication techniques.
• Maintained a comprehensive knowledge of company services, offerings, and policies to provide accurate information and guidance to clients during appointment booking interactions.
• Train and orient new or less experienced personnel.

Serve as resource persons to co-workers and assist in problem solving.

• Composes messages for physicians/providers or registered nurses based on member requests.

Utilize databases to give information to members and other callers as requested.

• Schedule, reschedule and/or verify appointments.
• Improved customer satisfaction rates by promptly addressing inquiries and resolving issues related to appointments.