Karen Hernandez
Hialeah Gardens,FL
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
31
31
years of professional experience
Work History
Supervisor, Patient Access Representative
University Of Miami Hospital And Clinic
Miami, FL
07.2018 - Current
- Measure team performance and report metrics to leadership team members.
- Maintain accurate attendance records for employees, employee time cards, record PTO absentees, maintain QA statistics (including patient wait times, etc.) report finding to manager.
- Monitoring accuracy of registration, scheduling data entered by associates.
- Monitoring in basket, clearing issues in various registration, billing work.
- Handle customer complaints, resolve issues and adjust policies to meet changing needs.
- Evaluate employee performance monthly and coach and train accordingly, increasing quality of work and employee retention.
- Receive patient deductibles, co-pay amounts and previous balance and discuss options to satisfy remainder of patient financial obligations.
- Manage over 50 check-in, check-out functions for Pediatric Specialty Weston, Ft.Lauderdale MedPlex.
- Interview, hire and train new employees for Patient Access Representative position.
- Maintain compliance with company policies, objectives and communication goals.
- Practice identify business operations according to established guidelines, HIPAA regulations.
Lead, Senior Patient Access Representative
University Of Miami Hospital And Clinic
Miami, FL
09.2015 - 07.2018
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Received patient deductibles, co-pay amounts and previous balance and discussed options to satisfy remainder of patient financial obligations.
- Identify specific requirement services for payer Commercial, Medicaid based at care site POS 11 and POS 22.
- Managed check-in, check-out functions for Pediatric Specialty Weston, Sylvester Miami, Sylvester Plantation, and Sylvester Hollywood.
Patient Access Representative
University Of Miami Hospital And Clinic
Miami, FL
03.2012 - 07.2015
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Took copayments and compiled daily financial records.
- Managed over 30 customers check-in, check-out functions for Pediatric Specialty Weston, and over 100 customers at Sylvester Miami, Sylvester Plantation, and Sylvester Hollywood.
- Used Epic to schedule appointments.
Office Manager Optometrist
Eye Optics Of Miami
Aventura, FL
01.2000 - 12.2011
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Maintained computer and physical filing systems.
- Coached new hires on company processes while managing 5 employees to achieve maximum production.
- Calculated deductions and processed payroll for employees.
Front Desk Receptionist
Bascom Palmer Eye Institute
Miami, FL
09.1996 - 05.1999
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Carefully transcribed phone messages and relayed to appropriate personnel.
Receptionist
Recall Total Information Management
Medley, FL
02.1993 - 09.1996
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Kept records in CRM to maintain customer data.
- Resolved customer problems and complaints.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
Education
Bachelor in Supervisor And Management - Business Management
Miami Dade College
Miami, FL08.2015
Diploma in Medical Coding - Medical Coding
Kaplan University
Ft. Lauderdale, FL09.2012
Skills
- Patient Privacy
- Customer Service
- Medical Records Review
- Payment Collection
- Patient Information Verification
- HIPAA Regulations
- MS Office
- EPIC
- Workday Kronos
- Supervising multiple specialty
- Insurance Knowledge
- Insurance Verification
- Leadership
- Scheduling
- Training and Development
Volunteering
Children Ministry and Community Service
Timeline
Supervisor, Patient Access Representative
University Of Miami Hospital And Clinic
07.2018 - Current
Lead, Senior Patient Access Representative
University Of Miami Hospital And Clinic
09.2015 - 07.2018
Patient Access Representative
University Of Miami Hospital And Clinic
03.2012 - 07.2015
Office Manager Optometrist
Eye Optics Of Miami
01.2000 - 12.2011
Front Desk Receptionist
Bascom Palmer Eye Institute
09.1996 - 05.1999
Receptionist
Recall Total Information Management
02.1993 - 09.1996
Bachelor in Supervisor And Management - Business Management
Miami Dade College
Diploma in Medical Coding - Medical Coding
Kaplan University
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