Hillary Hernandez
Union Beach,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Care Associate
Plymouth Rock Assurance
09.2022 - Current
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Reduced response time for customer inquiries.
- Advocate for customer service excellence
- Answer 35-40 calls daily
- Subject matter expert for texting platform Hi Marley
- Subject matter expert for FAB and Polstar processing systems
- Partnering with customers to use our on line service tools.
- Review policies for reinstatement, ensuring the risk is favorable for the company
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Consistently maintained a high level of professionalism while interacting with customers across diverse industries and backgrounds.
- Participated in weekly meetings with management teams regarding goals progress updates.
Medical Assistant
SAMWELL Institute For Pain Management
04.2022 - 07.2022
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
Patient Service Representative
Reproductive Medicine Associates Of New Jersey
02.2017 - 06.2020
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Trained new staff on processes and procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Answered incoming calls, scheduled appointments.
Home Health Care Services
Kaba Fusion
12.2016 - 02.2017
- Responsible for admission and registration of New patients.
- Receive and Coordinates all referrals to include notification of insurance provider for Prior Authorizations
- Process payments
Patient Service Representative
Summit Medical Group
08.2015 - 12.2016
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Assisted with insurance verification tasks, ensuring accurate billing
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Answered incoming calls, scheduled appointments and filed medical records.
Medical Assistant
Summit Medical Group
02.2012 - 08.2015
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Oriented and trained new staff on proper procedures and policies.
- Assisted Physician during Medical Exam
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Ordering Labs test.
- Prepared lab specimens for diagnostic evaluation.
- Improved patient outcomes by providing thorough orthopedic assessments and accurately documenting medical histories.
- Enhanced patient satisfaction through timely and compassionate care, assisting in various orthopedic procedures.
Education
Medical Assistant
Anthem Institute
North Brunswick, NJHigh School Diploma -
Keyport High School
Keyport, NJ06.2010
Skills
- Complaint Handling
- Dispute Resolution
- Customer Education
- Teamwork and Collaboration
- Reliability
- Calm Under Pressure
- Time Management
- Professionalism
Timeline
Customer Care Associate
Plymouth Rock Assurance
09.2022 - Current
Medical Assistant
SAMWELL Institute For Pain Management
04.2022 - 07.2022
Patient Service Representative
Reproductive Medicine Associates Of New Jersey
02.2017 - 06.2020
Home Health Care Services
Kaba Fusion
12.2016 - 02.2017
Patient Service Representative
Summit Medical Group
08.2015 - 12.2016
Medical Assistant
Summit Medical Group
02.2012 - 08.2015
Medical Assistant
Anthem Institute
High School Diploma -
Keyport High School
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