LIZET HERNANDEZ
Chicago,IL
Summary
Customer service and operations professional with 7+ years of experience in scheduling, high-volume call center operations, administrative support, problem-solving, and employee training. Experienced in managing competing priorities, coordinating schedules, maintaining accurate records, and resolving operational issues in fast-paced environments. Demonstrated leadership through training new employees, developing training guides, troubleshooting workflow issues, and supporting team performance. Proficient in Epic Cadence and athenahealth, with transferable skills in customer relations, data accuracy, process coordination, and operational efficiency.
Overview
9
9
years of professional experience
Work History
Scheduling Specialist
Loyola University Medical Center
Maywood, IL
01.2022 - Current
- Coordinate 65–90 appointments daily across multiple specialty departments using Epic Cadence, balancing customer needs, scheduling requirements, and provider availability.
- Manage 60–100 inbound calls daily, answering questions, resolving concerns, and delivering professional customer service in a high-volume environment.
- Troubleshoot scheduling issues, answer coworkers' questions, and help resolve errors to maintain accurate schedules and efficient workflows.
- Coordinated with multiple departments and internal partners to resolve scheduling challenges, ensuring timely service delivery.
- Trained and onboarded 10–15 new employees annually on data entry, scheduling workflows, and organizational policies to enhance team readiness.
- Developed training guides and reference materials to facilitate employee learning and ensure consistent application of procedures.
- Verify information, maintain accurate records, and follow established procedures for documentation and confidentiality.
- Process customer payments and maintain accurate transaction documentation.
- Adapt to changing priorities while balancing call volume, scheduling demands, and administrative responsibilities.
Hospital Access Representative
Loyola University Medical Center
Maywood, IL
07.2020 - 01.2022
- Entered 45–60 customer demographic and insurance records daily while maintaining accuracy and attention to detail.
- Reviewed and verified information to support accurate records and efficient service.
- Assisted customers with questions and coordinated communication between individuals and internal departments.
- Processed payments through multiple channels and maintained accurate transaction records.
- Handled sensitive information responsibly and followed organizational policies and procedures.
- Supported daily operations in a fast-paced environment requiring accuracy, professionalism, and multitasking.
Patient Service Representative
West Suburban Medical Center
Oak Park, IL
12.2018 - 07.2020
- Scheduled 50–80 appointments daily and managed calendar coordination for 20 providers.
- Coordinated schedules, collected required information, and resolved appointment-related issues.
- Supported customer check-in, responded to inquiries, and maintained organized administrative workflows.
- Used athenahealth to maintain scheduling information and support accurate administrative records.
- Initiated insurance authorization requests and communicated with insurance representatives regarding service requirements.
- Processed credit card transactions and reconciled daily deposits accurately.
- Collaborated with staff to coordinate schedules and support efficient day-to-day operations.
Barista
Starbucks
Chicago, IL
03.2018 - 03.2019
- Prepared approximately 100–300 beverages daily while maintaining quality, accuracy, and service efficiency.
- Delivered personalized customer service and effectively resolved customer requests and concerns, fostering positive customer experiences.
- Collaborated with coworkers to prioritize orders and ensure timely service during busy periods, maintaining customer satisfaction.
- Trained and mentored new team members on procedures and customer service expectations, enhancing overall team performance.
- Processed transactions using point-of-sale systems and supported accurate cash handling.
- Maintained inventory, restocked supplies, and kept work areas organized and compliant with operating procedures.
Education
High School Diploma -
Curie High School
Chicago, IL06-2011
Skills
- Epic scheduling system
- Epic EHR management
- Athenahealth
- Data Entry and Record Accuracy
- Data entry accuracy
- Record management systems
- High-Volume Call and Inquiry Management
- Client relations
- Scheduling Conflict Management
- Calendar coordination
- Payment processing
- Billing Coordination
- Workflow support
- Time Management and Multitasking
- Problem resolution
- Team Collaboration and Peer Support
- Staff Development
- Training development
- Confidential Information Handling
- Billing Coordination
Timeline
Scheduling Specialist
Loyola University Medical Center
01.2022 - Current
Hospital Access Representative
Loyola University Medical Center
07.2020 - 01.2022
Patient Service Representative
West Suburban Medical Center
12.2018 - 07.2020
Barista
Starbucks
03.2018 - 03.2019
High School Diploma -
Curie High School