Kristina Hernandez
Von Ormy,US
Summary
Customer Service Representative with 6+ years of experience in healthcare, adept at enhancing patient communication and optimizing appointment scheduling, resulting in a 30% reduction in wait times. Demonstrates expertise in claims processing and insurance verification, contributing to improved revenue cycle management. Committed to leveraging strong problem-solving and team collaboration skills to innovate patient service processes and elevate patient satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Cigna
04.2024 - 12.2024
- Managed a high volume of patient communications, streamlining responses to common queries by creating standardized templates, which improved team efficiency by 20%.
- Managed a high volume of patient appointments, scheduling and confirming an average of 60+ appointments daily, which reduced the average patient processing time by 10 minutes.
- Validated insurance coverage for patient treatments, ensuring accurate billing and optimized revenue cycle management, while also educating 3-5 patients daily on insurance benefits and financial assistance options.
- Guided 40+ patients weekly through the complexities of medical billing, including payment plan establishment and insurance benefit navigation, leading to a demonstrable reduction in billing-related complaints.
- Maintained and updated over 200+ patient records daily in Electronic Health Records (EHR) systems, ensuring compliance with HIPAA regulations and minimizing data entry errors.
Patient Service Representative
Centromed
08.2019 - 04.2024
- Expedited patient intake by initiating a streamlined check-in/check-out system, diminishing patient wait times by 15% and increasing daily patient volume by approximately 10 patients each day.
- Addressed 300+ daily patient inquiries regarding appointments, billing discrepancies, and insurance coverage, maintaining a 95% satisfaction rating based on patient feedback surveys while working with insurance companies.
- Expedited insurance verification and authorization processes for 90+ patients weekly, decreasing claim submission errors by 15% and enhancing revenue cycle management for the practice.
- Streamlined appointment scheduling system by implementing automated reminders and optimized slot allocation, decreasing patient wait times by 30% and increasing daily appointment volume by 15%.
- Addressed and resolved 80+ daily patient inquiries regarding appointment scheduling, medication refills, and test results, ensuring accurate information and quick turnaround times that increased efficiency.
- Compiled and updated over 1,500+ patient medical histories within stringent HIPAA guidelines, ensuring accuracy and compliance with privacy regulations, facilitating seamless healthcare service delivery.
- Educated over 200 patients on new telehealth services, demonstrating platform usage and troubleshooting common technical issues, which led to a 40% increase in telehealth appointment bookings.
Education
HIGH SCHOOL DIPLOMA -
Somerset High School
05.2020
Skills
- Patient Communication
- Insurance
- Claims Processing
- HIPAA
- Problem-Solving
- Medical Terminology
- Conflict Resolution
- Appointment Scheduling
- Billing
- Coding
- CRM
- Data Entry
- Team Collaboration
- Telehealth Support
- Customer Engagement
- Process Improvement
- Patient Advocacy
- Time Management
- Data Analysis
Timeline
Customer Service Representative
Cigna
04.2024 - 12.2024
Patient Service Representative
Centromed
08.2019 - 04.2024
HIGH SCHOOL DIPLOMA -
Somerset High School