IDALIS FERNANDEZ
Deltona,FL
Summary
Experienced Case Manager with 6+ years of success coordinating care, managing complex cases, and delivering high-quality support in healthcare and global assistance environments. Fluent in English and Spanish, with a strong ability to communicate effectively with diverse populations. Proven track record of managing international and domestic cases, meeting SLA targets, and ensuring compliance with HIPAA and organizational standards.
Overview
8
8
years of professional experience
Work History
Care Coordinator
Medix
11.2025 - 02.2026
- Coordinated care for 50+ patients weekly, ensuring timely services and follow-ups.
- Scheduled and managed appointments, referrals, and care plans using Epic and CarePort.
- Collaborated with providers, insurance companies, and patients to resolve care barriers.
- Maintained 98% accuracy in documentation and ensured HIPAA compliance.
- Verified insurance coverage and streamlined coordination processes.
- Improved patient satisfaction through clear bilingual communication and support.
Case Manager
Falck Global Assistance
02.2020 - 11.2025
- Managed 20 international traveling cases per week, coordinating medical and logistical support globally.
- Handled emergency and non-emergency cases, ensuring timely and effective resolutions.
- Collaborated with hospitals, airlines, and service providers across multiple regions.
- Maintained detailed case documentation using CRM and Zendesk systems.
- Achieved 95%+ resolution rate within SLA timelines.
- Reduced escalation rates by effectively managing high-pressure and complex cases.
Bilingual Customer Service Representative
TTEC Government Services
07.2018 - 01.2020
- Supported case-related inquiries for government programs, ensuring accurate information delivery.
- Handled 80–120+ calls daily while maintaining service quality and compliance.
- Documented case interactions in CRM systems with high accuracy.
- Assisted clients with application processes and issue resolution.
- Improved first-call resolution rates through effective communication.
- Provided bilingual support to ensure accessibility for Spanish-speaking clients.
Education
High School Diploma -
Adianez
01-2008
Skills
- Case Management & Coordination
- Patient Advocacy
- Care Planning & Follow-Up
- Crisis & Emergency Handling
- Multidisciplinary Coordination
- Compliance (HIPAA)
- Documentation & Case Tracking
- SLA & KPI Performance
- Problem Solving
- Communication Skills
- Time Management
- Conflict Resolution
Languages
English: Native
Spanish: Native
Timeline
Care Coordinator
Medix
11.2025 - 02.2026
Case Manager
Falck Global Assistance
02.2020 - 11.2025
Bilingual Customer Service Representative
TTEC Government Services
07.2018 - 01.2020
High School Diploma -
Adianez