MERCEDES HINOJOSA
Hale Center
Summary
Professional patient services leader with comprehensive experience in healthcare settings. Skilled in managing patient relations, optimizing service delivery, and leading teams to achieve high performance. Strong focus on collaboration, adaptability, and reliable support for both staff and patients. Expertise in communication, conflict resolution, and process improvement ensures exceptional patient care and operational efficiency.
Overview
15
15
years of professional experience
Work History
Patient Service Representative Team Lead
Covenant Hospital Plainview
07.2018 - Current
- Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies
- Explain policies, procedures, or services to patients using medical or administrative knowledge
- Analyze patients' abilities to pay to determine charges on a sliding scale
- Implemented proactive strategies for managing high call volumes while maintaining excellent customer service standards.
- Supported continuous improvement efforts within the department by participating in regular meetings, sharing best practices, and staying current on industry trends.
- Collaborated closely with clinical staff to coordinate patient care plans, ensuring a seamless transition between healthcare providers and settings.
- Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
- Increased accuracy in data entry by implementing quality control measures for patient records management.
- Promoted a positive work environment through effective team collaboration and open communication channels.
- Ensured compliance with HIPAA regulations and confidentiality guidelines throughout all aspects of patient care coordination activities.
MOBILE EXPERT/KEY HOLDER
T-Mobile
03.2018 - 02.2019
- Responsible for driving and exceeding monthly sales goals
- Staying well educated on sales, promotions and products that we had to offer
- Making daily plans on how to successfully execute the processes and procedures
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
ASSISTANT STORE MANAGER
Rue 21
10.2014 - 07.2017
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Assign employees to specific duties
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised
FASHION ASSISTANT MANAGER
Cato's
06.2013 - 08.2014
- Instruct staff on how to handle difficult and complicated sales
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Keep records of purchases, sales, and requisitions
- Advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business
RIDE OPERATOR
Joyland Amusement Park
05.2010 - 09.2012
- Sell tickets and collect fees from customers
- Provide information about facilities, entertainment options, and rules and regulations
- Direct patrons to rides, seats, or attractions
- Keep informed of shut-down and emergency evacuation procedures
Education
High School Diploma -
MONTEREY
Lubbock, TX05.2013
Completed coursework towards LVN - Nursing
SOUTH PLAINS COLLEGE
Plainview, TX08.2014
Skills
- Customer and Personal Service
- Administration and Management
- Judgment and Decision Making
- Complex Problem Solving
- Computers and Electronics
- Active Listening
- Service Orientation
- Time Management
- Patient registration
- Insurance verification
- Medical terminology
- Appointment scheduling
Accomplishments
- Nominated for Values in Action Award for 2025
- Reduced denials by educating caregivers on what to look for when selecting correct IPC.
Caregiver of the Month Septe
Was awarded caregiver of the Month for always going above and beyond for patients, caregivers and volunteers.
Timeline
Patient Service Representative Team Lead
Covenant Hospital Plainview
07.2018 - Current
MOBILE EXPERT/KEY HOLDER
T-Mobile
03.2018 - 02.2019
ASSISTANT STORE MANAGER
Rue 21
10.2014 - 07.2017
FASHION ASSISTANT MANAGER
Cato's
06.2013 - 08.2014
RIDE OPERATOR
Joyland Amusement Park
05.2010 - 09.2012
Completed coursework towards LVN - Nursing
SOUTH PLAINS COLLEGE
High School Diploma -
MONTEREY
Similar Profiles
Maria AlegreMaria Alegre
Nurse Technician at Covenant Hospital PlainviewNurse Technician at Covenant Hospital Plainview
Aaron GonzalesAaron Gonzales
LVN at Covenant Hospital PlainviewLVN at Covenant Hospital Plainview
Daniela VelascoDaniela Velasco
Medical Assistant at Covenant West Texas Family MedicineMedical Assistant at Covenant West Texas Family Medicine