Marlene Hernandez
Round Rock
Summary
To obtain a challenging position in which existing professional and educational skills will be utilized. Expertise in patient services with strong skills in communication and customer support. Managed patient registration, appointment scheduling, and inquiries, ensuring a seamless experience. Collaborated effectively with clinical teams to support patient needs while maintaining strict confidentiality and compliance with healthcare regulations.
Overview
20
20
years of professional experience
Work History
Patient Service Specialist III
Baylor Scott & White
Round Rock
01.2022 - Current
- Managed patient check-in /check out and registration process efficiently and accurately.
- Scheduled patient appointments using electronic health record systems effectively.
- Communicated with patients regarding insurance verification and eligibility requirements.
- Provided support to medical staff by coordinating patient flow during busy hours.
- Assisted patients with inquiries and concerns, ensuring a positive experience.
- Maintained confidentiality of patient information in compliance with regulations.
- Collaborated with healthcare teams to streamline administrative processes and enhance service delivery.
- Trained new staff on procedures for patient interaction and system usage effectively.
- Answered incoming calls and responded to inquiries in a timely manner.
- Ensured all required documentation was completed accurately before submitting claims.
- Greeted patients upon arrival and verified patient information.
- Maintained strict confidentiality when dealing with sensitive information.
- Responded to patient inquiries regarding account status.
- Educated patients on available payment plans and financial assistance options.
- Scheduled follow up appointments and scheduled appointments with specialties.
- Provided general customer service support by answering questions about services provided by the practice.
- Verified patient coverage prior to appointment scheduling.
- Applied HIPAA privacy and security regulations while handling patient information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Received patient inquiries or complaints and directed them to appropriate medical staff members.
- Collaborated with clinical and administrative staff to meet patient needs.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Attendance Specialist/Registrar
Round Rock ISD
Round Rock
12.2012 - 08.2020
- Manages school level student information system, including but not limited to enrollment, withdrawals, student scheduling, special placement of students, demographic records required for SAIS and audit compliance, updating and accuracy of demographic information, daily attendance, records/files maintenance, open enrollment, report cards and grading process, schedule implementation, annual student information system setup and placement of students. Follows safe school practices to ensure the safety of students’ rights and records. Assists other office staff with visitors, student assistance, phones.
Office Assistant
Master Yang’s World Class Tae Kwan Do
09.2012 - 03.2020
- Greet people, answer parent inquiries (first point of contact regarding payment issues, contracts…etc.), schedule 1x1 appointments, take and process payments, perform administrative tasks (i.e., answer phone, take messages, contact parents for student’s attendance, file contracts…etc.), review contracts with parents at the time of closing, attend promotional events and translate between parents and instructors when needed.
Accounts Receivable Rep.
Barbara Clements and Associates
05.2011 - 09.2012
- Maintained up-to-date billing system. Carried out billing, collection and reporting activities according to specific deadlines. Reconciled bank account with daily cash reconciliation journal; validate deposits in transit; reconcile bank accounts monthly to General Ledger. Monitored customer account details for non-payments, delayed payments and other irregularities. Inputted invoice information into QuickBooks. Maintained open invoices file, paid invoices file in an organized and up-to-date manner. Followed established procedures for processing receipts, cash etc. Investigated and resolved customer queries. Processed adjustments, followed up, collection and allocation of payments. Organized a recovery system and initiated collection efforts. Communicated with customers via phone, email, or face to face. Inputted new vendor’s information into the system when requested by departments; entered, filed, and completed W-9 forms. Processed ADP payroll and ran monthly reports.
Texas Work Advisor-II
Health & Human Services-Central Benefits Service
11.2008 - 02.2011
- Maintained a regular and predictable work schedule. Obtained, verified, and calculated income and resources to determine client financial eligibility. Interviewed clients or authorized representative to gather information to determine eligibility for benefits. Conducted reviews to determine or verify eligibility or continued eligibility and benefit level. Processed changes to client status, overpayments, and adjusted or restored benefits. Communicated on an intermediate level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolvedd problems or complaints. Maintained logs for incoming faxes, paper applications, renewal applications, returned mail, file forms and client complaints. Opened, dated, sorted and distributed incoming mail accordingly, Mentored new employees on automated systems and administrative processes. Provides information to clients, applicants and public officials. Addressed client issues and concerns and resolve any complaints the client/s may have. Produced documents using word and PowerPoint for forms and handouts. The majority of bilingual incoming calls were diverted to my extension for interpretation and all Spanish written documents are translated into English for use by Advisor staff.
Office Mgr. /Finance and Contract Admin.
Adelante Solutions, Inc.
05.2007 - 02.2009
- Worked under the general supervision of the president of the company. Supervised office staff, provided a full range of support including assistance with scheduling meetings. Reception and facility’s needs, advised management of any issues to ensure orderly and efficient administrative operations. Supported project manager including preparation of documents, and follow-up on timelines and deliverables. Reviewed and edited contracts, liaised with other agencies, organizations, and groups. Prepared time sheets, controlled correspondence, oriented and trained employees. Ensured filing system was maintained and up to date. Ensured protection and security of files and records. Ensured that personal records were up to date and secured. Planned and implemented office system and layout. Reviewed and approved supply requisitions. Checked stock to determine inventory level and anticipated needed supplies and verified receipt of supplies. Completed accurate and timely paperwork to ensure efficient processing of customer transactions, invoicing and service for business accounts, accounts receivable and accounts payable.
Leasing Consultant
Capstone Real Estate Services-Villas on Sixth
01.2006 - 05.2007
- Represented the project and corporate interests in various City of Austin functions and other East Austin events. I initiated the lease-up of The Villas on Sixth under affordable housing programs. Gathered and compiled competitive marketing analysis and economic information. First point of contact for the property in telephone and in-person inquiries. Completed lease/renewal documents. Prepared all files for state Audit. Inspected properties' amenities, apartments and tour routes to ensure that a professional standard was being met. Demonstrated the property with prospective residents. Assisted with residents and employee relations. Adhered to the Texas Department of Housing and Community Affairs and Federal Fair Housing Tax Credit programs. Updated property reports on a weekly and monthly basis. Successfully leased 160 units in three months and maintained 100% occupancy for a year.
Education
High School -
Cigarroa High School
Laredo, TXSkills
- Proficient in Word
- Proficient in Excel
- Proficient in PowerPoint
- Proficient in Internet Explorer
- Proficient in Access
- Proficient in Residential Software Programs
- Experienced in Quicken accounting software
- Experienced in QuickBooks
- Independent work
- Teamwork
- Quick Learner
- Attention to detail
- Accuracy
- Adaptability
- Multitasking
- Excellent organizational skills
- Decision-making skills
- Problem-solving skills
- Good communication skills
- Negotiation skills
- Conflict management skills
- Bilingual in English and Spanish
References
References upon request.
Timeline
Patient Service Specialist III
Baylor Scott & White
01.2022 - Current
Attendance Specialist/Registrar
Round Rock ISD
12.2012 - 08.2020
Office Assistant
Master Yang’s World Class Tae Kwan Do
09.2012 - 03.2020
Accounts Receivable Rep.
Barbara Clements and Associates
05.2011 - 09.2012
Texas Work Advisor-II
Health & Human Services-Central Benefits Service
11.2008 - 02.2011
Office Mgr. /Finance and Contract Admin.
Adelante Solutions, Inc.
05.2007 - 02.2009
Leasing Consultant
Capstone Real Estate Services-Villas on Sixth
01.2006 - 05.2007
High School -
Cigarroa High School