Richard X. Hernandez
Laurence Harbor,New Jersey
Summary
Focusing heavily on the patient experience, service measurement, and process improvement. I am a dedicated Experience Ambassador skilled in human relations, staff relationship development, and patient service recovery. A creative bilingual individual with a diverse multitude of healthcare experiences who understands the value of compassion and perseverance in the human connection.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Experience Ambassador
Hackensack Meridian Health Old Bridge Medical Center
Old Bridge, NJ
04.2022 - Current
- Gathers feedback from patients concerning their experiences through daily rounds, using appropriate methods.
- Conducts welcome rounds with Nurse Managers and/or Assistant Nurse Managers to promptly address patient needs and concerns in real time while also building authentic and meaningful connections.
- Acts as a liaison between patients/family and medical providers and all team members to enable communication, cultivates strong working relationships, accomplish assigned duties, and improve the delivery of patient care.
- Utilizes resourcefulness, effective communication skills, and strategies for resolving patient and visitor problems before patients are discharged.
- Selected by the Director of Nursing to undertake an AVS discharge intensive in order to gather direct patient/family feedback on nursing communication, with the aim of enhancing HCAHPS scores.
- Collaborates closely with Nursing Supervisors during the weekends to promptly address patient complications and needs.
- Oversees continuous inquiries and concerns and directs patient complaints to the proper leadership, ensures that patients and visitors are promptly addressed to secure their contentment.
- Communicates hospital policies, protocols, and services.
- Ensures compliance with patient rights, encompassing privacy and dignity.
- Consistently conducts environmental observations and takes appropriate measures to address identified shortcomings.
- Identifies and conveys trends to the Patient Experience Manager and team members.
- Refers and enters grievances into the ONElink system for the Experience Advisor to manage, while also aiding in assigning necessary tasks to relevant leadership in order to expedite the grievance process.
- Serves as a central repository of information for team members working in patient care professions.
- Anticipates the needs of the patient groups being served, taking into account factors such as age, culture, language, hearing, and/or visual impairments, and delivers customer care to meet those specific requirements.
- Conducts volunteer orientation tours for both junior and adult volunteers as needed.
- Provides necessary coverage for the COVID antigen center to ensure that operations were not disrupted.
- Capable of working interchangeably at both the OBMC and RBMC hospital campuses in the absence of other Experience Ambassadors.
- Plays an invaluable role in the Medical Explorers program in collaboration with the Boy Scouts of America.
Patient Access Specialist
Hackensack Meridian Health Old Bridge Medical Cent
Old Bridge, NJ
11.2020 - 04.2022
- Greets patients and visitors in person or by telephone with prompt courtesy, respect, and assistance.
- Implements the Medical Center's policies and procedures for scheduling, pre-registration, pre-certification, referral procurement, and insurance verification for the assigned outpatient point of service.
- Maintains patient safety and prevents duplicate medical record numbers by adhering to patient identification policy and ensuring an accurate patient search is performed.
- Check-in patients and account for their location and arrival/processing time to ensure prompt service in accordance with the department's established time frames and guidelines.
- Ensures that patients have completed and signed regulatory forms.
- Performs all bed planning functions, including reservations, pre-registration, and bed assignment.
- Prioritizes bed assignment based on hospital policy.
- Examines orders to ensure the patient's status and level of care are appropriate.
- Initiates real-time eligibility queries (RTE) on all eligible insurance policies. Must evaluate RTE response to ensure correct plan code assignment and coordination of benefits for timely reimbursement.
- Ensures that the Medicare Secondary Payer Questionnaire is accurately completed.
- Performs insurance verification on all Inpatient and Outpatient services and determines the patient's out-of-pocket responsibility using the applicable data and the EPIC Financial Estimator tool.
- Verifies pre-authorization requirements and follows up with the referring physician and payer to ensure authorizations are on file prior to the date of service for the scheduled procedure.
- Ensures that the diagnosis data entered during registration is correct and meets medical necessity criteria.
- Conforms to HMH's financial responsibility and collection policies for patients.
- As directed, provides patients with pertinent administrative information.
Team Supervisor
Disney Store
Woodbridge, NJ
09.2011 - 05.2014
- Enhanced team productivity by implementing efficient workflow processes and monitoring daily progress.
- Developed a cohesive team environment through regular communication, collaboration, and constructive feedback.
- Managed a diverse group of employees to ensure timely completion of projects while maintaining high-quality standards.
- Reduced employee turnover rate by fostering a supportive and positive work atmosphere.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Responsible for company visual merchandising standards, to ensure the presentation of stage, backstage & window displays are outstanding
- Lead and monitored cast execution of visual merchandising standards.
- Drove positive results in key performance indicators , sales, conversion , average guest spending.
- Controlled expenses such as payroll, supplies and utilizes for strong bottom line performance.
- Endured that store sales plans were exceeded through one on one coaching with sales team.
- Communicated the Disney Brand via consumer interactions and internal communications.
- Provided ultimate consumer experiences by creating Disney moments.
- Recognized by District and Regional Managers for excellence in visual implementation and consumer experience.
Education
High School Diploma -
Carteret High School
Carteret, New Jersey2008
Skills
- Decision-Making
- Trend Analysis
- Conflict Resolution
- Inpatient Registration
- Epic Systems
- Critical Thinking
- Patient Relations
- Patient Advocacy
- Registration and Admissions
- HIPAA Compliance
- Team Collaboration
- Medical Terminology
- Complaint Investigation
- Caring and Empathetic
- Explaining Policy and Procedures
- Communicating to Patients and Families
Certification
- CNP - Certified Notary Public
Languages
Spanish
Native or Bilingual
Timeline
Experience Ambassador
Hackensack Meridian Health Old Bridge Medical Center
04.2022 - Current
Patient Access Specialist
Hackensack Meridian Health Old Bridge Medical Cent
11.2020 - 04.2022
Team Supervisor
Disney Store
09.2011 - 05.2014
High School Diploma -
Carteret High School