Fiorella Hernández

Handled customer service calls for Verizon clients.

ADVISOR I | CUSTOMER SERVICE at SYKES (2021-01 – 2021-12)

• Handled customer service calls for Verizon clients.

ADVISOR I – CUSTOMER SERVICE at CONCENTRIX CR4 (2022-08-16 – 2025-02-28)

Worked for Healthfirst, a major health insurance provider based in New York, managing inbound and outbound calls to coordinate healthcare services for patients.

• Scheduled a wide variety of transportation and medical appointments by directly contacting hospitals and medical facilities across the USA.
• Verified the status of authorizations for durable medical equipment (DME) and home care services.
• Handled long and complex calls, ensuring comprehensive support and resolution of patient needs.
• Maintained accurate and up-to-date scheduling records and databases.
• Ensured effective communication between patients, healthcare providers, and internal teams.
• Adhered to HIPAA guidelines to maintain patient confidentiality and information security.
• Resolved billing issues and handled claims with healthcare providers.

ADVISOR I – APPEALS COLLECTOR at AUXIS (2025-08-11 – 2026-02-15)

• Contacted payers on behalf of healthcare facilities to request and verify the status of medical appeals.
• Worked with multiple databases and internal systems to track, update, and manage appeal information.
• Ensured accurate documentation of all communications and follow-ups with payers.
• Collaborated with internal teams to resolve discrepancies and support the appeals process efficiently.
• Maintained a high level of professionalism while handling sensitive medical and financial information.
• Demonstrated strong attention to detail and adherence to healthcare compliance standards, consistently achieving Top 3 Performer recognition within the team.

PATIENT CARE REPRESENTATIVE at NCH (2026-02-16 – Present)

• Scheduled medical appointments for patients across different healthcare departments.
• Verified patients' medical insurance eligibility and coverage information.
• Provided patients with information regarding appointments, medical procedures, and treatments.
• Educated patients about their health insurance benefits and coverage options.
• Assisted patients with the creation, setup, and use of medical applications and patient portals.
• Delivered excellent customer service while maintaining professionalism and patient confidentiality.

High School Diploma – Creston School (2020)