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.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead Full-Service REMS
Syneos Health
Marietta, GA
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, GA
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, GA
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, GA
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
01.2011
Skills
- Bilingual in Spanish/English
- Leadership
- Communication
- Problem-Solving
- Organization
- Training
Certification
Transformation Academy, 2023-01-01, 2024-01-01, Life Coach Certification
Leadership Experience
- Susan G. Komen, Walk for Breast Cancer, Organizer, 2020, Atlanta, GA
- Atlanta Heart Walk/American Heart Association, Participant, 2019, Atlanta, GA
- One Mission Church, Volunteer, 2024, Assisting teachers during lunch; supervising the students in the cafeteria. Purpose: 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
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