Andrea Ramos
Cotuit,Massachusetts
Summary
Dynamic Member Service Specialist at One Medical Seniors with a proven track record in customer engagement and empathetic communication. Skilled in task coordination and maintaining data integrity, I excelled in enhancing member satisfaction and retention through proactive problem-solving and exceptional service delivery. Committed to fostering a positive experience while adhering to compliance standards.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Member Service Specialist
One Medical Seniors
11.2023 - Current
- Assisted members with inquiries, ensuring high-quality customer service and satisfaction.
- Managed appointment scheduling for members, optimizing workflow and reducing wait times.
- Maintained accurate member records, ensuring compliance with privacy regulations and data integrity.
- Resolved member concerns promptly, enhancing overall experience through effective communication skills.
- Participated in training sessions for new staff, sharing best practices and promoting team cohesion.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Played a pivotal role in retaining valuable clients during challenging situations through proactive communication and problem-solving skills.
- Championed company values by consistently demonstrating exceptional work ethic, integrity, and commitment to customer service excellence.
- Completing records requests in an organized and timely maner.
- Checking patients in for appointments, verifying their insurance, contact information, emergency contact list.
- Strict adherence to HIPPA laws.
- Protecting patients PHI
- Checking patients out after appointments and scheduling follow up visits
Receptionist Administrator
Crystal Gardens Childcare Center
03.2023 - 10.2023
- Managed front desk operations, greeting visitors and directing inquiries to appropriate departments.
- Coordinated scheduling for meetings and appointments, ensuring efficient use of conference room resources.
- Maintained organized filing system for documents, enhancing retrieval speed and accuracy.
- Assisted in processing incoming and outgoing correspondence, improving communication flow.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
Certified Nursing Assistant
BAYADA
06.2019 - 03.2023
- Assisted patients with daily living activities and maintained hygiene standards.
- Monitored vital signs, documenting changes for nursing staff review.
- Provided emotional support to patients and families during difficult times.
- Collaborated with healthcare team to ensure comprehensive patient care plans.
- Implemented infection control protocols to enhance patient safety measures.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
Group Fitness Instructor/ Personal Trainer
Nantucket Health Club
11.2016 - 04.2018
- Designed and implemented engaging group fitness classes for diverse skill levels.
- Fostered a motivating environment to encourage participant engagement and retention.
- Provided personalized feedback to participants, enhancing individual performance and satisfaction.
- Collaborated with team members to develop new class formats based on member interests.
- Monitored class attendance and participant progress to adjust programming as needed.
- Assisted in marketing initiatives to promote fitness programs through social media channels.
- Conducted safety checks of equipment, ensuring compliance with health standards for all classes.
- Demonstrated modified routines with regressions and progressions to meet diverse fitness levels.
- Promoted overall wellness by incorporating mindfulness practice into selected group sessions, enhancing participant mental well-being alongside physical fitness achievements.
- Educated members on proper movement techniques and safe equipment use to reduce risk of injury.
- Advocated the importance of proper nutrition and hydration in conjunction with a well-rounded exercise regimen, helping clients achieve lasting results through a comprehensive approach to wellness.
- Assisted clients in setting realistic fitness goals, providing guidance and support throughout their progress journey.
- Customized workout plans to accommodate participants' varying fitness levels and health concerns.
Hairstylist
RJ Miller Salon And Spa
06.2000 - 04.2018
- Maintained positive attitude and excellent rapore with all my clients.
- Assessed customer hair texture, treatment history and desired outcome to identify appropriate services.
- Offered highly skilled and diverse salon services, including cuts, color services and extensions.
- Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Consistently received positive performance reviews from guests.
- Serviced high-profile clients with intricate coloring and highlighting techniques.
- Supported reception efficiency by taking phone calls, inputting appointments and collecting payments.
- Worked on set for magazine photoshoots and fashion shows.
- Specialized in color, cutting, extensions and bridal hair, yet mastered the roller set over my 22 year career.
- Worked with an extremely high end clientele with very specific expectations in many areas.
Certified Nursing Assistant/ Home Health Aid
Anodyne
01.2014 - 11.2015
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Helped patients effectively manage routine bathing, grooming and other hygiene needs.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Participated in fun activities, including going for walks, playing card and board games to boost mood, improve overall memory and provide light entertainment.
- Checked patient vitals such as temperature, blood pressure and blood sugar to stay on top of symptoms and keep Nurse's informed of changes.
- Promoted good oral and personal hygiene by aiding clients with shaving, bathing and teeth brushing.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Followed nutritional plans to prepare optimal meals, including purchasing ingredients from local shops.
- Assisted disabled clients in any way necessary to facilitate independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Supervised daily activities and provided assistance when needed.
- Worked to improve and enhance patient lives through effective and compassionate care.
- took care of the housekeeping for my clients as well as grocery shopping, cooking and other errands they were unable to do themselves.
- Gained extensive experience and positive outcomes working with clients suffering from demensia
Education
Health Sciences
Cape Cod Community College
West Barnstable, MAHigh School Diploma -
Nantucket High School
Nantucket, MACertified Nursing Assistant
Cape Cod Community College
Hyannis, MA12-2013
No Degree - Recieved My Massachusets Cosmotology License
New England Hair Academy
Haverhill Ma09-1997
Skills
- Customer service best practices
- Empathetic communication
- User engagement strategies
- Clear interpersonal communication
- Task coordination
- Effective team collaboration
- Customer engagement
- Strong task management
- Customer needs assessment
Certification
Certified Nursing Assistant
Timeline
Member Service Specialist
One Medical Seniors
11.2023 - Current
Receptionist Administrator
Crystal Gardens Childcare Center
03.2023 - 10.2023
Certified Nursing Assistant
BAYADA
06.2019 - 03.2023
Group Fitness Instructor/ Personal Trainer
Nantucket Health Club
11.2016 - 04.2018
Certified Nursing Assistant/ Home Health Aid
Anodyne
01.2014 - 11.2015
Hairstylist
RJ Miller Salon And Spa
06.2000 - 04.2018
Health Sciences
Cape Cod Community College
High School Diploma -
Nantucket High School
Certified Nursing Assistant
Cape Cod Community College
No Degree - Recieved My Massachusets Cosmotology License
New England Hair Academy