Shanice Kayla Hierco
Houston,TX
Summary
Dynamic and dedicated professional with extensive experience in healthcare administration. Excelled in enhancing patient satisfaction through effective front desk operations and superior customer service. Skilled in HIPAA compliance and EHR systems, including Epic and Athena, with a proven ability to adapt quickly in fast-paced environments. Demonstrated leadership in training new hires, showcasing a strong blend of interpersonal communication and problem-solving skills. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
5
5
years of professional experience
Work History
Front Desk Specialist
Texas Children's Pediatric - Rayford
2024.01 - Current
- Handled sensitive guest complaints with discretion and professionalism, working towards a speedy resolution that maintained positive relationships with valued clientele.
- Processed payments accurately while adhering to data security protocols, safeguarding sensitive customer information from unauthorized access or misuse.
- Provided valuable feedback on guest preferences or trends observed during daily interactions, helping inform future marketing or service improvement initiatives.
- Streamlined check-in and check-out processes for increased efficiency, contributing to higher guest satisfaction rates.
- Kept a well-maintained front desk area, creating an inviting atmosphere for guests upon arrival and throughout their stay.
- Improved customer satisfaction by efficiently handling front desk operations and addressing guest concerns promptly.
- Handled high call volumes, directing inquiries to appropriate departments while ensuring timely resolution of issues.
Medical Receptionist
Comprehensive Sleep Medicine Associates, PA
2023.01 - 2024.01
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Trained new hires.
Medical Receptionist
Pulmonary And Sleep Medicine: Ashesh Desai, M.D.
2022.08 - 2023.01
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
Patient Access Representative
Mischer Neuroscience Memorial Hermann Hospital
2021.07 - 2022.07
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Patient Access Representative
Memorial Hermann Emergency Room
2019.08 - 2021.07
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
Education
Some College (No Degree) - Tourism
Our Lady of Fatima University
Antipolo, PhilippinesAssociate of Science - Associate of Science
Lone Star College System
Spring, TX12.2025
Skills
- Building Relationships
- Scheduling appointments
- Customer Service
- Problem-solving skills
- Hospitality services
- Credit and cash payments
- Cash Handling
- Microsoft Office
- Training and mentoring
- Administrative Skills
- Clerical duties
- Registration processing
- Courteous and Professional
- Appointment Scheduling
- Languages: Tagalog (Philippines), English & Korean (Basic)
- EMR/ EHR
- Insurance Verification
- Advanced MD EHR
- E-clinical EHR
- Athena EHR
- FirstNet EHR
- Care4 Systems
- Responsible
- Adapts quickly to unfamiliar atmospheres.
- Works well in fast paced environment
- Determined
- Professional work ethic
- Reliable
- Fast learner
- Health Quest Software
- Epic EHR
- Interpersonal Communication (Oral & Written)
- Ability to Understand & Improe Human Relationships
- Telephone Etiquette
- Medical Terminology
- Front Desk Operations
- HIPAA Compliance
- Reminder calls
- Workflow Optimization
- Referral Verification
- Medical office administration
- Computer Proficiency
Additional Information
References:
Stephanie Lara
Medical Receptionist, Pulmonary Critical Care & Associates
713-371-7105
Olga Placarte
Manager, Comprehensive Sleep Medicine Associates
281-615-9548
Bethany Rosier
Front Desk Coordinator, Berkeley Eye Center
936-523-0627
Katoyya Davis-Lylles
Medical Assistant, Misher Neuroscience Memorial Hermann Hospital
346-810-7140
Languages
Tagalog
Native or Bilingual
English
Full Professional
Korean
Limited Working
Timeline
Front Desk Specialist
Texas Children's Pediatric - Rayford
2024.01 - Current
Medical Receptionist
Comprehensive Sleep Medicine Associates, PA
2023.01 - 2024.01
Medical Receptionist
Pulmonary And Sleep Medicine: Ashesh Desai, M.D.
2022.08 - 2023.01
Patient Access Representative
Mischer Neuroscience Memorial Hermann Hospital
2021.07 - 2022.07
Patient Access Representative
Memorial Hermann Emergency Room
2019.08 - 2021.07
Some College (No Degree) - Tourism
Our Lady of Fatima University
Associate of Science - Associate of Science
Lone Star College System
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