PAOLA HERNANDEZ
Huntington Beach,United States
Summary
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries, and service questions to meet patients' access needs and correct care-related problems. Well-versed in policies, procedures, and standards. SKILLS Product and Service knowledge Sales Monitoring Strategic Planning Time Management Customer Relations Registration and Scheduling Organized and Efficient Verbal and Written Communication Medical Billing Medical Filing Calm and Effective Under Pressure
Overview
8
8
years of professional experience
1
1
Certification
Work History
TEAM LEAD
Wave Imaging Radiology
Irvine, CA
01.2022 - Current
- Delegated daily tasks to team members to optimize group productivity
- Monitored team progress and enforced deadlines
- Collaborated with the management team to implement new work procedures or policies
- Fostered positive employee relationships through communication, training, and development coaching
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands
- Followed staffing strategies to achieve production goals
- Rotated through a series of different stations based on team needs.
PATIENT SERVICE REPRESENTATIVE
Wave Imaging Radiology
Irvine, CA
07.2021 - 01.2022
- Accessed patient information through various software applications, maintaining strict confidentiality through HIPAA regulations
- Scheduled and confirmed patient appointments in person and over the phone with healthcare professionals maximizing productivity
- Scanned completed forms, identification, and insurance cards, maintaining patient documents folder
- Documented and managed patient information in the computer system
- Answered patient questions and fielded complaints to resolve issues
- Registered patients by verifying records to update computer systems and patient charts
- Coordinated with patients and healthcare professionals to meet patient needs
- Supported hospital and clinic operations using customer service skills and detailed system knowledge
- Obtained insurance verification and authorization to submit financial clearance of patient accounts
- Ran credit card batches and balanced deposits daily.
ASSISTANT MANAGER
Cancun Fresh
Fountain Valley, CA
03.2016 - 01.2021
- Organized schedules and shift coverage to meet expected business demands
- Led employee performance evaluations and rewarded top performers to retain quality personnel
- Worked closely with customers to understand needs and resolve diverse issues
- Assisted in store opening by setting up office space, computers and cash registers
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
High School Diploma -
Santa Ana High School
Skills
- Schedule Management
- Shift Scheduling
- Documentation and Reporting
- Team Supervision
- Performance Improvement
- Call Center Operations
- Leadership
- Healthcare Claim Coding
- Epic Systems
- Medical Billing Processing
- ICD-10 Coding
- Scheduling
- Inbound and Outbound Calling
Certification
Phlebotomy Technician (PT)
AUMT Training – 2021
CPR Certified
Languages
Timeline
TEAM LEAD
Wave Imaging Radiology
01.2022 - Current
PATIENT SERVICE REPRESENTATIVE
Wave Imaging Radiology
07.2021 - 01.2022
ASSISTANT MANAGER
Cancun Fresh
03.2016 - 01.2021
High School Diploma -
Santa Ana High School
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