Esther Alvarez Fernandez
Hialeah,FL
Summary
Adept at managing patient care and administrative duties, I excelled at Optum with top-notch communication and Microsoft Office skills. Known for enhancing patient experiences by 30% through effective problem-solving and empathy, my background spans healthcare to legal support, showcasing unparalleled multitasking abilities and a commitment to excellence.
Overview
20
20
years of professional experience
Work History
Associate Patient Care Coordinator
Optum- a United Healthcare Company
11.2021 - Current
- Managing patient referrals daily Provide the very best service to internal and external customers.
- Scheduling patients' appointments according to availability, urgency, and insurance authorization guidelines
- Utilizing a computerized electronic health record (EHR) and scheduling system
- Gathering forms, copying insurance cards, and collecting patient information for billing and insurance filing
- Promote office efficiency by coordinating charts, completing insurance forms, and helping patients with diverse needs
- Scheduling appointments, registering patients, verifying insurance, and obtaining certification from various insurance companies
- Performing clerical duties such as word processing, data entry, and answering telephones
- Communicating with doctors, nurses, and hospitals, both internally and externally, regarding all new and existing patients
- Calibrate with medical and administrative personnel to maintain a patient-focused, engaging, and compassionate environment
- Manage scheduling for all pre-operative surgical centers and hospitals
- Ensure CPT and ICD-9 coding is accurate and complete according to the AMA's guidelines and for third party intermediaries
- Work closely with the primary care physician, specialists, and office staff to ensure all referrals meet HMO requirements
- Verify patient health insurance information with major carriers, including Medicaid
- Working knowledge of medical office procedures and medical terminology
- ECW experience
- Excellence in Customer service
- Follow AIDET
- Act as a Subject Matter Expert for other team members
- Manage the intake of members or the admission / discharge information post notification
- Work with hospitals, clinics, facilities and the clinical team to manage requests for services
- Manage the referral process, processing incoming and outgoing referrals and prior authorizations, including intake, notification and census roles
- Resolve inquiries from members and / or providers
- System Use: MS Office, MR, Internet, Outlook, MS Office Suite, Intranet, ECW, outlook, UHG Provider Portal, WellMed Provider Portal, Availity, Care Plus (Humana) provider portal, Microsoft Teams, Cisco Multiline System
Court Records Specialist 1
Miami Dade Clerk of Courts
04.2019 - 10.2021
- Prepare legal documents and forms
- Research
- Create and organize the documents needed for court proceedings
- These documents might relate to correspondence, motions, depositions, and proceeding outcomes for the appeals process
- Verify all data for accuracy and completeness
- Exercise considerable discretion when handling confidential information
- File, scan, copy, mail, fold, and/or fax documents, and perform administrative duties as needed
- Convey a positive professional image through action, communication, and appearance
- Contribute to the team effort by performing other duties as assigned
- Cahier Experience
- The ability to organize, prioritize, and carry out office work with minimal supervision
- Clerical experience
- System Use: MS Office, Mentis, E-Courtesy, Criminal Justice Information System (CJIS), CCIS, Odyssey, E-Filing Portal, Office 365, Outlook, Capture Perfect, Criminal Recording, Intranet, Internet, Outlook, Clerk Net, and MS Office Suite
- Managed both physical and electronic files effectively, ensuring seamless integration between formats for ease of access across departments.
- Established strong working relationships with vendors and suppliers of records management products, negotiating favorable pricing and service terms on behalf of the organization.
- Improved customer service response times by efficiently locating and providing requested documentation when needed.
Patient Experience Advisor II
University of Miami/Bascom Palmer Eye Institute
07.2013 - 03.2019
- Work independently to coordinate all necessary arrangements, provide oversight of patient care experience, serve as the direct contact and interventionist, and work with UHealth clinics and external physicians, appointment coordinators, patients, and family members to ensure an exceptional patient experience and provide service recovery
- Provide individualized attention to the patient to respond to their unique needs
- Provide medical information and education, as well as share knowledge regarding support services and resources
- Work directly with multiple clinics to include doctors, technicians, and coordinators for process improvements to patients' experiences
- Experience in a physician-practice setting with multiple doctors
- Healthcare industry experience
- Training
- Administrative and clerical experience
- Highly experienced with high-profile and VIP patients
- Experience with the Epic system, EMR, Kronos
- Medical Terminology
Dual Outreach/Customer Care Specialist
Humana
10.2004 - 04.2011
- Medicare Risk Department, Dual Eligibility Medicare-Part B
- Premium/Medicaid programs
- I have also worked in multiple departments: Receptionist, Mail Room, Ordering Supplies, Processing both Incoming and Outgoing Mail, preparing Packages for UPS and FedEx
- Working in a call center environment
- Data Entry
- Insurance verification experience
- Responding to patient and provider complaints and grievances
- Assisting management with supervisory duties
- System use: Medicaid, DCF (processing Medicare Dual Eligibility applications), MS Office Suite, Genifax, Xerxes, Fax, Right Fax, Outlook, Kronos, Intranet, Dental Claims System, Rims Ease, Duet, CCP System, Lotus Notes, Excel, Howie, Telephone System, EMR experience
Education
Computer Business -
Miami Institute of Technology
Miami, FL01.1994
High School -
Interamerican Military Academy
Miami, FL01.1991
Skills
- Communication
- Problem Solving
- Conflict Management
- EMR Experience
- Active Listening
- Practicing Empathy
- Positive Attitude
- Level-headedness
- Patience
- Understanding Body Language
- Team Player
- Systems Knowledge
- Microsoft Office
- Excellent Communication
- Multitasking Abilities
- Dependable and Responsible
- Problem Resolution
- Organizational Skills
- Calm Under Pressure
- Problem-Solving
- Customer Service
- Teamwork and Collaboration
- Friendly, Positive Attitude
References
Available upon request.
Accomplishments
- Supervised team of 4 staff members.
- Collaborated with team of 4 in the development of Patient Experience.
- Achieved Excellent Patient Experience through effectively.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Associate Patient Care Coordinator
Optum- a United Healthcare Company
11.2021 - Current
Court Records Specialist 1
Miami Dade Clerk of Courts
04.2019 - 10.2021
Patient Experience Advisor II
University of Miami/Bascom Palmer Eye Institute
07.2013 - 03.2019
Dual Outreach/Customer Care Specialist
Humana
10.2004 - 04.2011
High School -
Interamerican Military Academy
Computer Business -
Miami Institute of Technology