Juanita Padilla-Hernandez
Summary
Detail-oriented professional with exceptional communication and office management skills, offering over 11 years of experience in the healthcare sector. Proven ability to manage multiple tasks in fast-paced environments while proactively identifying and resolving issues, with a focus on optimizing processes and supporting team objectives. Highly organized Patient Service Representative committed to patient advocacy and education, adept at coordinating busy offices and maintaining professionalism under pressure. Compassionate caregiver with experience supporting physically challenged, bedridden, and memory-impaired patients, skilled at enhancing patient morale through social and emotional support, and proficient in assisting with daily hygiene tasks. Bilingual in Spanish to enhance communication and collaboration with diverse patient populations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Admission Coordinator/Front Office Manager
Q Hospice
07.2025 - 01.2026
- Coordinated patient care initiatives to enhance service delivery and improve patient outcomes.
- Implemented scheduling processes for multidisciplinary teams to optimize resource allocation.
- Developed training materials for new staff, ensuring compliance with hospice care standards.
- Facilitated communication between families and healthcare providers to address patient needs effectively.
- Streamlined documentation procedures, enhancing accuracy and reducing processing time for patient records.
- Led quality assurance audits, identifying areas for improvement in service delivery protocols.
Application Processor/Data Entry Clerk
Conduent
09.2023 - 02.2024
- Provided excellent customer service to both internal and external stakeholders, fostering positive working relationships.
- Contributed to the resolution of escalated applicant issues or concerns by liaising with appropriate departments and providing prompt, effective solutions.
- Entered applications and followed up with appropriate personnel for missing information on incomplete loan packages.
- Maintained up-to-date knowledge of industry trends and regulatory requirements applicable to the application process area of expertise.
Patient Service Representative
First Choice Community Healthcare
12.2022 - 08.2023
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email. Managed approximately 60 to 90 incoming calls, emails and faxes per day for patients.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
Certified Nursing Assistant
Presbyterian Healthcare Services
12.2018 - 05.2020
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness..
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Supported needs of 20+ residents under long-term, skilled care and hospice.
Patient Appointment Coordinator, Central Supply
The Rio at Las Estancias
12.2014 - 03.2019
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Met with patients and their families to discuss medical procedures, medications, treatments and continuing care plans.
- Coordinated between patients and healthcare professionals to meet patient needs 20+ patients.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Education
High School Diploma -
Los Lunas High School
Los Lunas, NM4 2009
Skills
- Bilingual in Spanish
- Documentation procedures expert
- Calm and level-headed under duress
- Electronic charting
- Quick problem solver
- Understands medical procedures
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Registration and Scheduling
- Schedule Coordination
- Payment Collection
- Data entry proficiency
- Phone and Email Etiquette
Certification
- Certified Nursing Assistant
- First Aid/CPR
Timeline
Admission Coordinator/Front Office Manager
Q Hospice
07.2025 - 01.2026
Application Processor/Data Entry Clerk
Conduent
09.2023 - 02.2024
Patient Service Representative
First Choice Community Healthcare
12.2022 - 08.2023
Certified Nursing Assistant
Presbyterian Healthcare Services
12.2018 - 05.2020
Patient Appointment Coordinator, Central Supply
The Rio at Las Estancias
12.2014 - 03.2019
High School Diploma -
Los Lunas High School