Hendie Avila-Gonzalez
Frazier Park
Summary
Dynamic Patient Service Representative II at Cedar Sinai Medical Center with a proven track record in enhancing patient satisfaction and streamlining appointment scheduling. Adept at navigating HIPAA regulations and delivering exceptional customer service, I thrive in fast-paced environments while effectively collaborating with teams to achieve organizational goals. Proficient in Microsoft Office applications.
Overview
2026
2026
years of professional experience
Work History
Patient Service Representative II
Cedar Sinai Medical Center
Los Angeles
2021 - Current
- Assist patients with scheduling appointments and managing their medical records.
- Answering and triaging calls- directing to appropriate individuals or departments
- Process and track all incoming and outgoing referrals.
- Sorting and deposition of mail and patient information in compliance with HIPAA rules and regulations.
- Ability to work independently, as well as in a team.
- Ability to distinguish and understand HIPAA, HMO, PPO, CPT, HCPCS, an ICD coding
Member Service Representative
Regal Medical Group
03.2019 - Current
- Handle incoming calls involving multiple issues from members and health plans
- Maintain and exceed quality productivity standards of incoming calls with proper documentation
- Assist with eligibility, authorizations (status, redirect, expedite request) claims and general information
- Ability to work independently as well as in a team
- Ability to distinguish and understand HIPAA, HMO, PPO, CPT, HCPCS, an ICD coding
- Assist as preceptor for new hires to facilitate learning experience
- Display professionalism, warm pleasant phone personality, empathy, good judgement, and patience
Merchandising Supervisor
The Home Depot
07.2009 - 03.2019
- Served as a store supervisor, overseeing all aspects of the stores operations to deliver high performance and results
- Develop and manage direct reports, by discussing weekly game plan, and providing feedback
- Perform HR functions, recruitment and selection of retail employees, training and development, and performance management
- Responsible for performing bookkeeping, vault functions, ensuring accountability and safe keeping of valuables
- Responsible for project planning and execution, as well as organizing events and meetings
- Provide exceptional customer service in a satisfactory and timely manner to help drive profitability
- Daily communication with internal and external vendors
- Travel to other store locations for employee and store support
Intern
Henry Mayo Newhall Hospital
01.2018 - 05.2018
- Completed 180 hours in the Compliance and Risk Management Department
- Conducted research on various tasks such as; Condition Code 44, Disclosure of Anticipated Outcomes, Tarasoff Protocol, and Patient Discharge
- Utilize excel spreadsheets to assist in assigning areas for all hospital's leadership for both clinical and nonclinical departments
- Entered patient complaint data into hospital system
- Responsible for taking minutes in compliance meetings
- Assisted in scheduling meetings and booking event rooms
Education
B.S - HEALTH ADMINISTRATION
CALIFORNIA STATE UNIVERSITY NORTHRIDGE
CA05.2018
A.A - LIBERAL ARTS, SOCIAL AND BEHAVIORAL SCIENCE
COLLEGE OF THE CANYONS
Valencia, CA06.2016
Skills
- Self-motivated
- Organized
- Multi-tasked
- Fast learner
- High-paced environment adaptability
- Strong communication skills
- Excellent customer service
- Effective team player
- Proficient in Microsoft Office Applications
- Customer service
Awards
- Awarded by The Home Depot for excellent customer service
- Awarded by The Home Depot for excellent team player and achieving metrics and goals
Professional Memberships
- T.N.S.L.S THE NATIONAL SOCIETY OF LEADERSHIP AND SUCCESS, 08/01/17, CURRENT
- H.A.S.A HEALTH ADMINISTRATION STUDENT ASSOCIATION, 08/01/16, 05/01/18
Languages
Spanish
Professional
Timeline
Member Service Representative
Regal Medical Group
03.2019 - Current
Intern
Henry Mayo Newhall Hospital
01.2018 - 05.2018
Merchandising Supervisor
The Home Depot
07.2009 - 03.2019
Patient Service Representative II
Cedar Sinai Medical Center
2021 - Current
B.S - HEALTH ADMINISTRATION
CALIFORNIA STATE UNIVERSITY NORTHRIDGE
A.A - LIBERAL ARTS, SOCIAL AND BEHAVIORAL SCIENCE
COLLEGE OF THE CANYONS