Nicole Chamorro Hernadez
Ponce
Summary
Seasoned Patient Service Specialist with a proven track record at my previous employer, enhancing patient satisfaction and loyalty through expert management of medical records and empathetic patient interactions. Skilled in HIPAA compliance and EMR/EHR systems, I excel in fostering efficient healthcare environments. Fluent in Spanish, I bring a unique blend of technical proficiency and compassionate communication to every role, all why attending nursing school.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Patient Service Specialist
Florida Cancer Specialists
07.2023 - 09.2024
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Enhanced clinic workflow by managing patient records and ensuring accurate documentation of medical histories.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Answered incoming calls, scheduled appointments and filed medical records.
- Maintained detailed documentation of patient interactions, interventions, and outcomes in electronic medical records system.
- Managed sensitive medical records, maintaining strict confidentiality and adherence to HIPAA regulations.
- Posted medical records promptly upon accurate assembly and analysis.
- Filed and updated patient information and medical records.
- Maintained up-to-date information in electronic medical records software.
Call Center Representative
Florida Arthritis Center
07.2022 - 07.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
Engagement Specialists
Advent Health
11.2021 - 07.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Improved data privacy compliance with meticulous management of sensitive information.
- Enhanced visitor experience by providing detailed information and assistance as needed.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Contributed to team effectiveness by providing support to various departments during peak periods.
Phlebotomy Technician (PRN)
RMP Medical Services
10.2020 - 12.2021
- Improved patient satisfaction by providing efficient, accurate, and timely blood draws.
- Collected fluid or tissue samples by using appropriate collection procedures.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Reduced patient anxiety by using effective communication skills and demonstrating empathy during blood draws.
- Maintained a high level of accuracy in identifying patients and matching them with their corresponding lab orders.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Demonstrated commitment to patient confidentiality by upholding strict adherence to HIPAA regulations during all interactions and documentation processes.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Ensured patient safety by adhering to strict infection control protocols during all phlebotomy procedures.
- Packaged and shipped specimens to central lab daily.
- Supported laboratory operations by maintaining clean, organized, and well-stocked work areas for optimal efficiency.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Provided exceptional customer service to patients from diverse backgrounds, ensuring a comfortable experience for all individuals encountered during blood draws.
Sales Associate
Adidas Outlet
03.2020 - 11.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
Education
Associate of Science - Nursing
Universidad Interamericana De Puerto Rico
Guayama, Puerto Rico12.2024
Associate of Arts - General Studies
Valencia College
Orlando, Florida05.2020
Skills
- Appointment Scheduling
- Patient confidentiality
- Healthcare Systems Knowledge
- Medical Terminology
- HIPAA Compliance
- Patient Registration
- Spanish Fluency
- Medical Records Management
- Electronic medical records proficiency
- Medical Records Filing, administration, and requests
- EMR / EHR
Certification
- HIPAA Compliance Certification – Various Providers.
- Basic Life Support Certificate (BLS) - American Heart Association or Red Cross.
- OSHA Certified
- Blood Borne Pathogen Training
Languages
Spanish, English
Native language
Timeline
Patient Service Specialist
Florida Cancer Specialists
07.2023 - 09.2024
Call Center Representative
Florida Arthritis Center
07.2022 - 07.2023
Engagement Specialists
Advent Health
11.2021 - 07.2022
Phlebotomy Technician (PRN)
RMP Medical Services
10.2020 - 12.2021
Sales Associate
Adidas Outlet
03.2020 - 11.2021
Associate of Science - Nursing
Universidad Interamericana De Puerto Rico
Associate of Arts - General Studies
Valencia College
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