Jennifer Hernandez
Olathe,KS
Summary
Customer-oriented Senior intake coordinator with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Professional in conflict resolution, skilled in identifying and addressing complex customer issues with precision and empathy. Adept at fostering team collaboration, ensuring seamless communication, and adapting to evolving challenges. Expertise includes problem-solving, critical thinking, and maintaining high service standards to drive successful outcomes. Known for reliability and unwavering focus on achieving goals.
Overview
20
20
years of professional experience
Work History
Senior Resolution Specialist
CVScaremark
10.2020 - Current
- Resolved complex prescription issues through effective communication with healthcare providers and clients.
- Analyzed and improved resolution processes, enhancing overall efficiency within the team.
- Mentored junior specialists, fostering professional development and ensuring accurate case handling.
- Collaborated with cross-functional teams to implement solutions that streamlined operations and reduced turnaround time.
- Assisted in training new hires on company policies and resolution protocols to ensure compliance and accuracy.
- Leveraged advanced problem-solving skills to address difficult or escalated cases, ensuring customer satisfaction.
- Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Supported departmental goals by consistently meeting or exceeding performance metrics related to resolutions handled and issue closure rates.
- Provided exceptional customer service while managing a high volume of inquiries from clients regarding disputes or complaints.
- Participated in continuous improvement initiatives, identifying opportunities to enhance the efficiency of the resolution process.
Senior intake coordinator
Briova Rx Infusion
11.2018 - 10.2020
- Work with hospitals, clinics, facilities and the clinical team to manage request for services from members and/or providers
- Maintains frequent phone contact with provider representatives, third party customer service representatives, pharmacy staff, and case managers
- Works independently
- Manage the referrals process, processing incoming and outgoing referrals, and prior authorizations, benefit verification including intake, notification roles.
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
- Copied, logged and scanned supporting documentation and placed all information in client files.
- Assisted customers on inbound phone line by answering questions, responding to inquiries and handling telephone requests.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
Customer Service Team Lead
CenturyLink
11.2005 - 03.2018
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, VoIP
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Handle customer inquiries, complaints billing and account questions. . Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
- Attained several MVP Awards and gifts for Perfect Performance and Attendance, earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
- Trained team on all aspects of operating procedures and company services.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Cross-trained and provided back up for customer service managers.
- Directed personnel training and monitored team members to promote productivity, accuracy and commitment to friendly service.
Education
High School Diploma -
F.L Schlagle High School
Kansas City, KSSkills
- Excellent Customer Service
- Medical Terminology
- Technical Training
- Protected Health Information
- Patient Contact
- Customer Billing
- Data Entry
- Co-Pay Collection
- Excellent written communication skills
demonstrated by accurate, concise
documentation - Strong interpersonal skills and ability to
demonstrate compassion and integrity - Excellent written communication skills
demonstrated by accurate, concise
documentation - Excellent organizational skills, attention to
detail, and follow up skills - Strong computer skills with demonstrated
proficiency in word processing,
spreadsheet, database, and email
applications
Accomplishments
I was selected to be an interim for the case coordinator team. I learned how to use Sales force and was able to see what the next level exceptions looks like. This taught me what customer service looks like from a different lens
Timeline
Senior Resolution Specialist
CVScaremark
10.2020 - Current
Senior intake coordinator
Briova Rx Infusion
11.2018 - 10.2020
Customer Service Team Lead
CenturyLink
11.2005 - 03.2018
High School Diploma -
F.L Schlagle High School