Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Certification
Timeline
Generic

Tanya Hernandez

Poteet,TX

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

6
6
years of professional experience
1
1
Certification

Work History

SEU (Specialized Escalation Unit)

Maximus LLC
09.2023 - 03.2025
  • Answer incoming calls, check the status of client applications
  • Inform clients the difference between the medicare saving program and medicaid for the elderly or people with disabilities.
  • Referring clients to DADS (Disability Aging and Determination) for provided.
  • Assisting escalated calls that ask for Supervisor and assist and help train and guide ccr’s to help them understand the cases they have.
  • Escalating applications that are overdue and helping clients understand, and sanctions from child support and SNAP and Employment training work rules, and TWC.
  • Supervising ccr on what directive to take and what steps need to be followed on their case they are working on.
  • Group and individual instruction
  • Data retrieval systems
  • I would help maintain my customer service interactions for future references and for my requirements on what goal needs to be met per call center policies.
  • Attended regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Developed policies and procedures for handling incoming calls, emails, complaints, retro-payments.
  • Maintained knowledge of company policy and protocols to promptly resolve complaints and concerns.
  • Responded to customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Resolve clients complaints or answered clients questions.

CCR

MMC Group, Maximus
09.2023 - 12.2023
  • Answering incoming calls
  • Panviva knowledge/ following script
  • Escalating applications that overdue
  • Providing policy information to clients
  • Explaining each benefit program on what everyone single one covers.
  • As a Customer Service Representative, or CSR, I acted as a liaison, provided services information, answered questions, and resolved any emerging problems that our clients' cases might face with accuracy and efficiency.
  • I provided patient, empathetic, and passionately communicative.
  • I provided problem-solving solutions for difficult cases.
  • I also would help with troubleshooting and investigate if they don’t have enough information to answer client questions or resolve complaints.

Benefit Verification Specialist

MMC Group- AmerisourceBergen
11.2022 - 09.2023
  • Reviewing all patient insurance information needed to complete task at hand
  • Triage cases with missing information to appropriate program associate
  • Verifying patient specific benefits and document specifics for various plans including patient coverage, cost share, and access/provider options.
  • Report any reimbursement trends/delays as assigned.
  • Applies company policies and procedures to resolve a variety of health insurance issues.
  • Performed related duties and special cases assigned.
  • Help patients expedite their access to the drug Orencia.
  • Fusion software Knowledge
  • Work from home, making outbound calls and verifying insurance benefits and asking eligibility questions and talking to the payer and prior authorization department to verify information needed for patients to get the drug as soon as possible.

Patient Service Representative

Baptist Health System
03.2022 - 11.2022
  • Answering incoming calls and making outgoing calls to patients for appointment confirmations or rescheduling appointments depending on Physicians availability.
  • Triaging patients and checking their INR
  • Scheduling echo, nuclears, and dopplers
  • Collecting payment and adding icd-10 codes to billing and treatment purposes.
  • Sending Referrals out to other specialists.
  • Benefit verification specialist.
  • Traveling with physicians to other locations
  • Faxing, scanning documents
  • EKG
  • Setting up appointment dates with drug representatives
  • I would Greet and check in patients upon arrival.
  • Answering patient inquiries, either in person or over the phone.
  • Scheduling and rescheduling patient appointments.
  • Processing patient admissions and discharges.
  • Collecting and verifying patient insurance information and handling billing.
  • Coordinate with healthcare professionals to ensure seamless patient care.
  • Maintaining patient records accurately and ensuring patient confidentiality.
  • Providing necessary assistance and information to patients regarding medical procedures.
  • Handling patient complaints and concerns, ensuring patient satisfaction.
  • Performing general administrative tasks such as filing, photocopying, and faxing documents.

Office Coordinator

FABCO, Inc
11.2021 - 03.2022
  • Checking Emails
  • Apply rebar usage to an excel spreadsheet
  • Checking Inventory
  • Documenting rebars received from other truck companies
  • Sending in electronic faxes to my supervisor
  • Inputting work inventory for rebars on different sizes and helping out with workmans comp.
  • Documenting MTR in the Domestic and Import folders.
  • This was a work from home job and would process the scanning documents that were received to me via email and place them in the appropriate folder and apply the rebar usage and received into the data excel spreadsheet on a daily basis and do inventory on a monthly basis.

Registered Medical Assistant

Little Spurs Pediatrics Urgent Care
08.2021 - 11.2021
  • Covid testing and swabbing rapid and Pcr
  • Urinalysis, rapid strep and culture, mono
  • Administering medicine to patients
  • Triaging and inputting vitals
  • Pathgroup software
  • Solv EMR software
  • Logging covid, labs into excel
  • Catheterization
  • X-rays
  • Flu, RSV testing
  • Call backs on labs
  • Blood draws
  • Ortho glass/ splinting
  • DME knowledge
  • Calling patients back to triage and calling patients to give results depending on the lab performed and signed off by physicians.
  • Administration medications and performing covid and rapid strep testing along with urinalysis and mono testing.
  • Assisting with x-rays and suture removal along with sutures.
  • Administering Flu vaccines and Covid Vaccines.
  • Following company protocols and policies for certain situations.

Burnett Specialists-(Capgemini)
03.2020 - 08.2021
  • Company Overview: Speciality Pharmacy for CVS
  • Making outbound calls to insurances
  • Offering Copay Assistance
  • Offering Rcc to Medicare patients
  • Initiating Prior Authorization oe submitting a EPA
  • Making outbound calls to patients in regards to copay
  • Adding Insurance or copay saving card information
  • Faxing the prescriber
  • Triage and denial outcomes
  • Refills to soon knowledge
  • Will call to verify patient's eligibility and pharmacy to get prior authorizations approved and help patients get a low amount on certain prescriptions copay amounts.
  • Apply copay debit cards for patients and verifying prior authorizations status.
  • Speciality Pharmacy for CVS

Registered Medical Assistant

Cardiology Clinic of San Antonio
03.2019 - 03.2020
  • Triaging patients
  • Scheduling Echo and Nuclears
  • Answering phones
  • Reviewing Medications
  • Telecom visit
  • Performing EKG’S
  • Eclinicalworks software
  • Coumadin Check
  • Preparing charts
  • Checking out patient
  • Scheduling procedures in CSR WOH hospital, SLB, CSR Medical center (Lexiscan nuclear stress test, L/R Heart Cath, Peripheral Angiogram +/- stent, tilt tables
  • Prior Authorization for venous dopplers, carotid doppler, bilateral doppler, procedures, echocardiograms, stress test.
  • Scheduling patients for follow up, INR’S, In house
  • Sleep Study Blackstone Orders
  • Cpap Apiria orders
  • Zoll Lifevest link to print life vest reports for doctors
  • Covermymeds prior auth
  • EKG
  • Measurements for compression stockings
  • FMLA
  • Short Term Disability
  • I will call the patient back and triage them and make sure I have the charts ready for the next week and pull hospital records.
  • I also will do EKG, assisting with leg ablations and help the doctor get ready for a stress test.
  • I will also schedule patients and verify insurances for certain hook up and procedures along with prior auth and calling the hospital to schedule procedures for the doctor, checking for medicine expirations and calling drug reps to refill samples.
  • Filling out FMLA and Short Term Disability forms for doctors and patients.

Education

Diploma - Medical Assistant Program

Kaplan College
San Antonio, TX
01.2014

A.A.S - HEALTHCARE ADMINISTRATION

Palo Alto College (Alamo Colleges)
San Antonio, TX
08.2025

A.S - ASSOCIATE DEGREE IN SCIENCE

Palo Alto College (Alamo Colleges)
San Antonio, TX
05.2025

GED - undefined

Frank Tejeda Academy
San Antonio, TX
01.2013

Skills

  • Second Level Assistance Supervisor
  • CSR
  • Running a non-profit organization
  • Volunteering to teach dance
  • Helping others
  • Fast learner
  • Multi tasker
  • Data entry
  • Training
  • Guidance to new recruiters
  • Windows 365
  • Microsoft
  • Excel
  • PPT
  • HIPAA
  • OSHA
  • Quality control
  • Quantity control
  • Cash handling
  • Explain treatment procedures
  • Medications
  • Diets
  • Physicians’ instructions
  • Vital signs
  • Triaging
  • Urine specimen collection
  • Urine catheterization
  • Operate electrocardiogram (EKG)
  • PFT
  • Audiogram
  • Breathe machine
  • Alcohol machine
  • Schedule patients
  • Calling for impairment rating
  • MRI results
  • Sterile tray prep
  • Medical Transcriptionist
  • Medical EMR
  • Occupational Medicine
  • Answering multi phone lines
  • Wound care
  • Suture removal
  • Physical performance evaluation
  • Medical Inventory
  • Crash Cart experience
  • CODE BLUE algorithm
  • Deep suction knowledge
  • EMD Software
  • Office Coordinator
  • Prior Authorization
  • PHI
  • Documentation
  • Communication
  • Benefit Verification
  • Cover My Meds knowledge
  • Sprx software
  • Cas software
  • Enterprise software
  • Assistance program Copay Assistance Software
  • Pap Card eligibility knowledge
  • Cisco Finesse
  • Medicare Right Knowledge
  • X-Ray Assistant
  • Ortho knowledge
  • Splinting
  • SOLV software
  • Path group software
  • Administered Immunization
  • Blood Draws
  • Time management
  • Flexible and adaptable
  • Multitasking
  • Dependable and responsible
  • Attention to detail
  • Multitasking Abilities
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Active listening
  • Decision-making
  • Problem resolution
  • Verbal communication
  • Organization and time management
  • Problem-solving
  • Customer service
  • Teamwork and collaboration
  • Friendly, positive attitude

Accomplishments

  • Supervised team of 10 staff members.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Awards

  • Alpha Beta National Honor Society
  • Palo Alto Athletic Program Certificate

Certification

Alpha Beta Kappa

Palo Alto Athletic certificate



Timeline

SEU (Specialized Escalation Unit)

Maximus LLC
09.2023 - 03.2025

CCR

MMC Group, Maximus
09.2023 - 12.2023

Benefit Verification Specialist

MMC Group- AmerisourceBergen
11.2022 - 09.2023

Patient Service Representative

Baptist Health System
03.2022 - 11.2022

Office Coordinator

FABCO, Inc
11.2021 - 03.2022

Registered Medical Assistant

Little Spurs Pediatrics Urgent Care
08.2021 - 11.2021

Burnett Specialists-(Capgemini)
03.2020 - 08.2021

Registered Medical Assistant

Cardiology Clinic of San Antonio
03.2019 - 03.2020

A.A.S - HEALTHCARE ADMINISTRATION

Palo Alto College (Alamo Colleges)

A.S - ASSOCIATE DEGREE IN SCIENCE

Palo Alto College (Alamo Colleges)

GED - undefined

Frank Tejeda Academy

Diploma - Medical Assistant Program

Kaplan College

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Tanya Hernandez