Juan Hernandez
Bronx,NY
Summary
Dynamic operations leader with a proven track record at Montefiore Patient Access Center, excelling in quality assurance and data analysis. Expert in Verint systems, I drive strategic initiatives that enhance patient care and foster team development. Bilingual in Spanish/English, I cultivate strong client relations while achieving operational excellence.
Overview
2026
2026
years of professional experience
Work History
Director Of Optimization and Operations
Montefiore Patient Access Center
06.2022 - Current
- Led strategic initiatives to enhance patient care delivery across multiple service lines.
- Developed and implemented operational policies to improve efficiency and compliance with healthcare regulations.
- Directed cross-functional teams to foster collaboration and ensure alignment with organizational goals.
- Analyzed performance metrics to identify areas for improvement, driving quality enhancements in clinical services.
- Mentored emerging leaders, cultivating talent within the organization through structured development programs.
- Established partnerships with external stakeholders to advance strategic objectives and enhance service offerings.
Quality Assurance Manager
Montefiore Patient Access Center
01.2019 - 05.2022
- Implemented new quality assurance and customer service standards
- Monitored staff organization and suggested improvements to daily functionality
- Recorded, analyzed and distributed statistical information
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
- Assured consistent quality of production by implementing and enforcing automated practice systems
- Ensured all legal standards were met
- Prepared and collection production reports
- Planned, scheduled and delegated task and daily work to team of over five employees
- Identified strategic business opportunities to advance technology through licensing and project development
- Managed team performance by training, mentoring, disciplining and motivating employees
- Verint Speech Analytics, Quality Management, Performance Management, Desktop Performance Analytics, Verint Reporting and Dashboards
Operations Supervisor
Montefiore Patient Access Center
10 2016 - 12.2018
- Established operational objectives and work plans and delegated assignments to subordinate agents
- Created and implemented strategies for improving operational efficiency and accuracy
- Motivated and trained employees to maximize team productivity
- Delivered customized and effective solutions to clients that met unique demands
- Trained, coached and mentored staff to ensure smooth adoption of new program
- Set project timelines and kept teams on task to complete milestones according to schedule
- Developed and rolled out new policies
Customer Service Liaison
Montefiore Patient Access Center
08.2015 - 11.2016
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments and special order requests
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered constant flow of customer calls with minimal wait times.
- Responded proactively and positively to rapid change.
Assistant Store Manager
Sprint Nextel
7 2004 - 03.2015
- Provided elevated customer experience to generate loyal clientèle
- Implemented marketing strategies which resulted in 120% growth of customer base
- Effectively communicated with and supported sales, marketing and administrative teams on daily basis
- Conducted weekly walk-throughs with manager to discuss interior visual displays, including store window presentation
- Scheduled weekly inventory pickups and deliveries with vendors
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot
- Helped drive sales goals and achieve monthly quotas
- Dedicated to continuously improving sales abilities and product knowledge
- Managed work flow to exceed quality service goals
- Maintained accurate records of past due customer account activity
- Adhered to all confidentiality requirements at all times
Education
Bachelor of Science - Science in Health Care Administration / Health Information Systems
University Of Phoenix
Phoenix, AZ07.2020
Skills
- Quality assurance background
- Verint expert
- Data analysis
- Policy reinforcement
- Creative problem solver
- MS Windows proficient
- Strong client relations
- Flexible
- Customer service-oriented
- Professional phone etiquette
- Staff training and development
- Goal Driven
- Critical thinking
- Excellent planner and coordinator
- Database management
- Bilingual in Spanish/English
Timeline
Director Of Optimization and Operations
Montefiore Patient Access Center
06.2022 - Current
Quality Assurance Manager
Montefiore Patient Access Center
01.2019 - 05.2022
Customer Service Liaison
Montefiore Patient Access Center
08.2015 - 11.2016
Operations Supervisor
Montefiore Patient Access Center
10 2016 - 12.2018
Assistant Store Manager
Sprint Nextel
7 2004 - 03.2015
Bachelor of Science - Science in Health Care Administration / Health Information Systems
University Of Phoenix