MARIA E. FERNANDEZ
Marietta,GA
Summary
A dedicated and driven bilingual professional with exceptional problem-solving skills and strong interpersonal abilities. Proven track record of success in leading teams and individuals, proficient in organizing daily operations and implementing effective strategies, and looking to leverage attention to detail and accuracy to drive organizational success.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead Full-Service REMS
Syneos Health
Marietta, USA
04.2024 - Current
- Collaborate with the REMS Engagement Center Manager to monitor quality calls for Engagement Center Agents and ensure compliance with project requirements
- Evaluate team performance and motivate, coach, and develop team members by using the growth mindset
- Handle customer inquiries and complaints professionally
- Report metrics and agent status weekly
- Create and deliver training content to support ongoing project needs
- Monitor inbound and outbound calls to ensure quality, customer service, and adherence to policies and procedures
- Maintain required project documentation
- Conduct QA call reviews, including calibrations, and provide feedback
- Assist with sponsor correspondence regarding possible adverse events
- Provide a white-glove experience for stakeholders by creating accounts for their representatives
Engagement Center Representative - CPMG REMS
Syneos Health
Marietta, USA
07.2021 - 04.2024
- Answered non-clinical questions, triaged adverse events and product complaints, and entered data into the CRM
- Educated prescribers and pharmacists on clozapine risks and monitoring requirements
- Informed patients about severe neutropenia risks and monitoring
- Ensured prescribers submitted documentation for periodic patient monitoring
- Verified prescribers document risk-benefit assessments when ANC is below acceptable levels
- Established long-term safety protocols
- Practice active listening, agility and great communication skills to provide stakeholder with exceptional experience
Patient Service Representative II
Change Healthcare
Norcross, USA
02.2019 - 07.2021
- Delivered outstanding care to all patients, ensuring that everyone receives personalized attention and support throughout their experience with us
- Collected and processed payments, ensuring that all financial transactions were managed accurately and promptly
- Worked closely with patients to provide tailored financial solutions, including negotiating service prices and establishing manageable payment plans that suit their financial needs
- Verified, added, and submitted insurance claims, ensuring that all necessary details were accurate and submitted promptly to facilitate a quick and efficient reimbursement
Insurance Department Team Lead
Dental Brands, Inc. RCM
Midtown, USA
10.2015 - 05.2018
- Oversaw 28+ offices in Georgia, DC, MD, VA, SC/NC, IA and new acquisitions
- Maintained Fee Schedules, Policies, and Employee Schedules
- Posted payments, Audited and Corrected Ledger for Patient Accounts
- Delegated Monthly Accounts payable reports
- Processed E-Claims and E-Statements
- Managed Appeals and Denials
Education
Bachelor of Science - Business Administration, Justice
Berkeley College
Woodland Park, NJ01.2011
Associate of Science - Criminal Justice
Berkeley College
New York, NY09-2008
Skills
- Bilingual in Spanish/English
- Leadership
- Communication
- Problem-Solving
- Organization
- Training
- Quality assurance
- Training development
- Team performance evaluation
- Call monitoring
- Customer service
- Stakeholder engagement
- Data entry
- Policy adherence
- CRM management
- Process improvement
- Active listening
- Effective communication
- Conflict resolution
- Coaching techniques
- Project documentation
- Invoice verification
- Complaint resolution
- Strategic planning
- Trend tracking
- Relationship building
- Quality control
- Risk management
- Change management
- Task delegation
- Budget management
- Regulatory compliance
- Program development
- Coaching and mentoring
- Product management
- Customer focus
- Loss prevention
- Employee engagement
- Workplace safety
- Corporate social responsibility
- Client communication
- Talent acquisition
- Attention to detail
- Work assignment delegation
- Project management
- Diversity and inclusion
- Employee training
- Key performance indicators
- Workflow management
- Schedule management
- Production monitoring
- Operations management
- Stakeholder management
- Performance improvement
- Deadline management
- Influencing skills
- Employee evaluation
- Resource allocation
- Performance monitoring
- Team building
- Safety processes and procedures
- SMART goals
- Feedback delivery
- Work Planning and Prioritization
- Onboarding and orientation
- Staff training
- Team assessment
- Call center operations
- Work planning
- Documentation and reporting
- Expectation setting
- Mentoring
- Shift scheduling
- Service level agreements
- Client service
- Client support
- Teamwork and collaboration
- Coaching
- Complex Problem-solving
- Claims processing
- Team leadership
- Problem solving
- Performance evaluation
- Documentation management
- Risk assessment
- Payment posting
- Insurance verification
- Verifying insurance
- Paperwork management
- Writing reports
- Denial management
- Claims review
- Insurance collaboration
- Professionalism and ethics
- HIPAA compliance
- Analyzing claims
- Debt collection procedures
- Financial counseling
- Revenue quotas
- Revenue cycle management
- Collecting payments
- Accounts receivable management
- Records coordination
- Claims processing proficiency
- Analytical problem solving
- Medical billing expertise
- Coordinating documents
- Medical billing
- Patient registration
- Managing records
- Healthcare finance
- Investment action planning
- Client financial status assessment
- Chartered property casualty underwriter (CPCU)
- PeopleSoft expert
- Problem-solving abilities
- Decision-making
- Compliance auditing
- Data analysis
- Financial reporting
- Revenue metrics analysis
- Cash flow management
- Claims management
- Account resolutions
- Revenue optimization
- Billing cycle expertise
- Denial resolution
- Revenue enhancements
- Revenue performance
- Billing cycle performance
- Reporting
- Analytical skills
- Critical thinking
- Cost control
- Risk mitigation
- Ethical leadership
- Interpersonal skills
- Loan processing
- Team management
- Time management
- Fraud prevention
- Excellent communication
- Self motivation
- CRM data entry
- Communication skills
- Analytical
- Research
- FLUENT IN [LANGUAGE]
- Analytical thinking
- Good Telephone Etiquette
- Social perceptiveness
- Problem-solving
- Calm under pressure
- Training & Development
- Analytical and critical thinking
- Organizational skills
- Customer support
- Team collaboration
- Accounts receivable and payable
- Accounts receivable expertise
- Accounts receivable specialist
- Accounts receivable functions
- Accounts receivable operations
- Accounts receivable
- Delinquent accounts monitoring
- Accounts payable and receivable
- Accounts payable
- Managing accounts
- Accounts payable processes
- Reconciling accounts
- Updating accounts
- Receivables management
- Bankrupt accounts assessments
- Accounts payable understanding
- Account payable and receivable
- Balancing accounts
- Patient education
- Salesforce CRM experience
- Salesforce
- CRM software use
- CRM understanding
- Proficiency in CRM software
- CRM proficiency
- Salesforce Management
- CRM expertise
- CRM and office management software
- CRM software
- MS office
- Verbal communication
- Data management
- Supervision and leadership
- Troubleshooting
Certification
Life Coach Certification, Transformation Academy, 01/01/23, 12/31/24
References
Available upon request.
Leadership Experience
- Susan G. Komen, Walk for Breast Cancer, Organizer, 2020, Atlanta, Atlanta, GA
- Atlanta Heart Walk/American Heart Association, Participant, 2019, Atlanta, Atlanta, GA
- One Mission Church, Volunteer, 2024, Assisting teachers during lunch; supervising the students in the cafeteria, Allow the teachers to have free time for themselves
Timeline
Team Lead Full-Service REMS
Syneos Health
04.2024 - Current
Engagement Center Representative - CPMG REMS
Syneos Health
07.2021 - 04.2024
Patient Service Representative II
Change Healthcare
02.2019 - 07.2021
Insurance Department Team Lead
Dental Brands, Inc. RCM
10.2015 - 05.2018
Bachelor of Science - Business Administration, Justice
Berkeley College
Associate of Science - Criminal Justice
Berkeley College
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