Crystal Serna Email & Phone Number

Hesperia, Ca, Us

Remote

Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels.Answer incoming calls professionally and seek to assist the patient however possible.Maintain a positive, welcoming attitude in all patient interactions.Offer prompt assistance to patients for a variety of services, including:Registering new patients into the EHR system.Booking, canceling, and rescheduling appointments… Show more Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels.Answer incoming calls professionally and seek to assist the patient however possible.Maintain a positive, welcoming attitude in all patient interactions.Offer prompt assistance to patients for a variety of services, including:Registering new patients into the EHR system.Booking, canceling, and rescheduling appointments for reproductive healthcare.Inputting and updating insurance information.Relaying patient communications to provider.Providing patients with pre-visit instructions as needed.Transferring calls to appropriate nurse advice staff when necessary.Assist patients with identifying a provider and appointment that is appropriate for their care.Use EHR systems effectively to guide the patient’s care.Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions.Contact patients to notify when visits are canceled or need rescheduling.Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations.Provide training, support, and mentoring to colleagues.Work with supervisors to achieve the established performance metric standards.Participate in ongoing training and quality assurance exercises.Adhere to all established workflows, scripting, and department greetings.Meet performance goals for patient experience, quality, productivity and all performance metrics.Participate in special projects and performs other duties as assigned.Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community.Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems.Work and build trust across cultural differences. Show less

Remote/Telework

Successfully conducted interviews and collected data for entry from COVID-19 cases and contacts, educating community members on isolation and quarantine guidelines provided by the CDC and Local Health Jurisdictions.Retrieved records from the database system and conducted interviews in a clear, concise, timely manner.Conduct telephonic interviews in a timely manner to assess client needs in a fast paced high volume case work.Enhanced daily support to local health jurisdictions by… Show more Successfully conducted interviews and collected data for entry from COVID-19 cases and contacts, educating community members on isolation and quarantine guidelines provided by the CDC and Local Health Jurisdictions.Retrieved records from the database system and conducted interviews in a clear, concise, timely manner.Conduct telephonic interviews in a timely manner to assess client needs in a fast paced high volume case work.Enhanced daily support to local health jurisdictions by conducting thorough research and review of caseassignments through the utilization of multiple systems, ensuring timely analysis and resolution.Effectively led morning huddle and debrief meetings for team members and created workflows for local healthjurisdictions and counties to assist in utilizing platforms for investigating.Collaborated with team members to efficiently resolve open cases and contacts, utilizing the CalCONNECT andCalRedie Electronic Record databases to identify new cases, input data, and provide data to Epidemiologistsand/or Health Educators as necessary.Followed established procedures and/or script and connected cases and contacts to resources and support as needed.Created detailed records of case and contact interviews, including patient histories, symptomatology,demographics, and timeline of illness while maintaining patient confidentiality according to HIPAA guidelines.Followed CDC and Local Health Jurisdiction guidelines and standard operating procedures, notifying closecontacts of potential exposure, referring them to testing sites, monitoring them for COVID-19 symptoms, and connecting them to resources and support as needed.Responsible for contacting liaisons with laboratory-confirmed, probable, and suspected diagnoses of COVID-19 and providing health education and guidance in order to interrupt ongoing disease transmission. Show less

Oakland, California, United States-Remote/Telework

Trained and supervised up to 10 Contact Tracers in interviewing COVID-19 patients and providing referrals for community resources and essential support services for the Tracing Health Project.Assisted with providing access to resources and local affiliate navigators.Monitored multiple mediums of communication for cases and contacts by conducting calls, answering emails and responding to chats.Connect and organize cases and contacts data, draft correspondence, and assist with… Show more Trained and supervised up to 10 Contact Tracers in interviewing COVID-19 patients and providing referrals for community resources and essential support services for the Tracing Health Project.Assisted with providing access to resources and local affiliate navigators.Monitored multiple mediums of communication for cases and contacts by conducting calls, answering emails and responding to chats.Connect and organize cases and contacts data, draft correspondence, and assist with resources as needed to isolate/quarantine.De-escalate situations and offered excellent customer service.Worked closely with affiliate and contact center staff such as health center managers, contact center staff, social workers and counselors.Training in trauma-informed care.Established knowledge of organization and worked within Contact Tracing/Case Investigating for 8 different counties on the Tracing Health Project with Kaiser Permanente, conducting interviews with cases/contacts to gather information and provide isolation/quarantine infectious time period.Led morning huddles and debriefs with Contact Tracing Team for Spokane, Madera, San Bernardino, Santa Clara, Riverside, San Diego, Fresno, and Marin Counties.Resolved issues, gathered data, and documented utilizing Microsoft Dynamics platforms (CALConnect).Fostered relationships with county officials and community leaders to expand access for underserved andunhoused patient populations, and translated and documented scripts from English to Spanish.Certified in Mental Health First Aid, HIPPA, and Trauma-Informed Trainings, demonstrating commitment tocontinuous learning and professional growth. Show less

Hesperia, California, United States

Managed work orders for staff and prepared daily bulletin boards, memorandums, applications, and petitions.Provided administrative support to the principal’s secretary.

Hesperia, California, United States

Organized, maintained, prepared, assembled, distributed files, documents, and city/property/building permits.Provided administrative support to the administrator and supervisor of the Community Development Department.

Riverside,Ca

Directed event planning, coordination of projects, and organized administrative tasks for staff.Ensured the execution of daily routines and performed complex data entry and calendar scheduling.Problem-solved and troubleshooted any issues and provided general clerical support.Organized and maintained office files, including hard and soft files.Served as a liaison for the front desk interfacing with visitors, including physicians and the campus community.

Bachelor Of Arts (B.A.), Sociology

Associate'S Degree

Associate'S Degree