Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Monica Ashley Fernandez

Milpitas,CA

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Resolution Specialist

Stanford Health Care
Palo Alto, CA
09.2018 - Current
  • Performed or requested adjustments and contractual write-offs, as applicable.
  • Maintain a thorough understanding of hospital and professional billing procedures and payment practices of state, federal, and all third-party payers.
  • Resolved HB and PB customer service inquiries, which included: Benefit and eligibility information, Billing and payment issues, Authorization for treatment, Explanation of benefits (EOB).
  • Performed timely and efficient collection of all HB and PB self-pay balances by calling patients/guarantors and others to collect or arrange budget plan options and resolve issues.
  • Performed presumptive charity determinations, as applicable.
  • Performed bad debt request transfers, as applicable.
  • Ensured daily productivity standards of assigned accounts are met and posting of all action codes related to patients' accounts.
  • Maintained a thorough, practical understanding of departmental established policies and procedures.

Patient Service Representative

Palo Alto Medical Foundation
Palo Alto, CA
01.2018 - 09.2018
  • Provided front desk support and customer service satisfaction to patients in a courteous and professional manner, in accordance with performance standards.
  • Verified Insurance, Demographics before checking in patients.
  • Scheduled and registered patient appointments.
  • Accessed EHR to communicate with clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases.
  • Balanced cash sheet and cash drawer in accordance with performance standards.
  • Operated a multi-line telephone console.
  • Completed clerical and other front desk support.
  • Booked: Stress Tests/Stress echocardiograms, Walk-in EKGs, Echocardiograms, Zio Monitors, Doubtamines, Blood Pressure Monitors, Post-OP, 24/48 Holters.
  • Worked front desk, collected co-payments.
  • Back office-Doctor bump list, Scheduling appointments/cancellations.
  • Occasionally translated from Spanish to English for the physician to communicate with their patients regarding their exam.

Field Support Representative

Ricoh America’s Corporation
San Jose, CA
12.2016 - 01.2018
  • Front desk and (PBX) - Private Branch Exchange coverage.
  • Answered 50+ calls daily and routed them to appropriate destinations.
  • Redirected customer support overflow calls.
  • Provided administrative support to all levels of management: secretaries, partners, administrators, and paralegals.
  • Conference room management and scheduling.
  • Event set-up and support.
  • Scanned and bate-stamped trial papers, burned CDs, copy jobs/scanning.
  • Shipping and Receiving.
  • Provide support for mailroom and shipping/receiving, domestic and international shipments.
  • Checked in all packages using a system called TRAC and delivered using a touch handheld PDA.
  • Prepare outgoing FedEx, Certified, Accountable Mail, USPS, UPS, and DHL.
  • Key OP/Fleet on Copy Machines.
  • Checked toners and replaced with correct toner for Canon, HP, and Ricoh.
  • Wiped down machine of dust particles, and wiped glass with Windex.
  • Stocked reams of paper and checked for low shortage of paper.
  • Checked for paper jams and did service calls on machines that were down (IT Support).
  • Delivered interoffice and did drop-offs: FedEx, UPS, mail.
  • Sorted mail and routed all mail to correct destinations.

Education

Bachelor of Science - Psychology

Cal State East Bay
Hayward, CA
05.2022

Associate of Arts -

Mission Community College
Santa Clara, CA
05.2017

High School Diploma -

Milpitas High School
Milpitas, CA
05.2017

Master of Science - Health Care Administration

Cal State East Bay
Hayward, CA

Skills

  • Microsoft Excel, Microsoft Office, Microsoft OneNote, Outlook Email
  • EPIC/ Professional Billing
  • Government/non-government payer requirements, reimbursement rules, laws and Regulations that govern billing/collection activities
  • Principles and practices of customer service and telephone courtesy
  • Organizational, planning, analytical and problem solving skills
  • Attention to detail and follow-through
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Call Volume and Quality Metrics
  • Billing Adjustments and Refund Processing
  • Understanding Customer Needs
  • Call Documentation
  • Customer Service, De-escalation Techniques
  • Transaction Processing
  • Insurance Verification
  • HIPAA Compliance
  • Account Reconciliation

Languages

Spanish
Limited

Certification

  • Typing Test Certification - 53 gross words/ net words per minute, 100% accuracy.

Timeline

Customer Resolution Specialist

Stanford Health Care
09.2018 - Current

Patient Service Representative

Palo Alto Medical Foundation
01.2018 - 09.2018

Field Support Representative

Ricoh America’s Corporation
12.2016 - 01.2018

Bachelor of Science - Psychology

Cal State East Bay

Associate of Arts -

Mission Community College

High School Diploma -

Milpitas High School

Master of Science - Health Care Administration

Cal State East Bay

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