Jessica Hernandez
Fresno
Summary
Dynamic Care Coordinator at Aveanna with expertise in customer service and call management. Proven ability to resolve complex issues efficiently while maintaining high standards of service. Bilingual communicator skilled in medical billing and adept at generating reports, ensuring compliance, and fostering strong relationships with clients and providers. Highly-qualified Billing Coordinator proficient at managing practice billing, working with insurance companies and building rapport with patients to maximize satisfaction. Expertise includes following up on issues and completing due diligence research.
Overview
9
9
years of professional experience
Work History
Care Coordinator
Aveanna
04.2024 - Current
- Modeled Aveanna’s Core Values in all professional interactions.
- Managed, triaged, and resolved incoming calls with efficiency and professionalism.
- Reviewed and maintained attendance and punch entries within AveannaCare.
- Updated and accurately managed employee and client service accounts in AveannaCare.
- Generated reports and executed data imports, including in SQL-based reporting environments.
- Adhered to payroll and billing deadlines for timely processing.
- Coordinated with regional centers, families, and care providers to ensure service continuity.
- Prepared Special Incident Reports (SIRs) while ensuring compliance with Regional Center guidelines.
Customer Service Representative
Optum
10.2022 - Current
- Take customer phone calls to resolve insurance and payment issues
- Answered phone and assisted customers with changes
- Explained products and benefits
- Confirmed payments, refunds, etc
- Resolve payment and insurance issues
- Deal with different types of insurance; workers comp, Medicare, Medicaid, commercial, etc.
- Manage over 50 calls per day
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
- Updated account information to maintain customer records
- Delivered prompt service to prioritize customer needs
- Followed up with customers about resolved issues to maintain high standards of customer service
- Responded proactively and positively to rapid change
Wic Assistant
United Health Centers
01.2022 - 05.2022
- Take inbound calls of participants having questions about program and how to enroll to program
- Educate WIC participants of nutrition and breastfeeding, postpartum, pregnancy's
- Perform Outbound calls to remind participants of their appointments.
- Manage over 60 calls per day
- Organized resources, records and personnel to accomplish aggressive targets
- Increased customer service success rates by quickly resolving issues
Cashier
Smart and Final
02.2020 - 01.2022
- Greeted incoming customers
- Built relationships with customers to encourage repeat business
- Restocked and organized merchandise in front lanes
- Stocked, tagged and displayed merchandise as required
- Assisted customers with returns, refunds and resolving transaction issues
- Answered questions about store policies and addressed customer concerns
Me N Eds
Me n Eds
07.2017 - 05.2019
- Emptied and decontaminated trash containers to efficiently reduce waste.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Perform cashier for incoming customers
Crew Member
Kentucky Fried Chicken
10.2016 - 05.2017
- Took orders, prepared meals, and collected payments.
- Prepared products following restaurant, health, and safety standards and procedures.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Filled out daily shift log to record amount of food prepared, used and leftover.
Education
High school or equivalent -
Selma High School
Selma, CA05.2017
Skills
Bilingual communication
- Customer service and support
- Scheduling and call management
- Multi-line phone operations
- Cash handling expertise
- Call center management
- Active listening skills
- Microsoft Outlook proficiency
- Medical billing and insurance
- Payment collection strategies
- Problem resolution techniques
- Credit adjustment processes
Languages
5
Timeline
Care Coordinator
Aveanna
04.2024 - Current
Customer Service Representative
Optum
10.2022 - Current
Wic Assistant
United Health Centers
01.2022 - 05.2022
Cashier
Smart and Final
02.2020 - 01.2022
Me N Eds
Me n Eds
07.2017 - 05.2019
Crew Member
Kentucky Fried Chicken
10.2016 - 05.2017
High school or equivalent -
Selma High School