HILDA RUANO
Fort Myers,United States
Summary
A dedicated and experienced service professional with a strong background in healthcare and customer interactions, eager to contribute to a mission-driven organization. Demonstrated success in managing high-volume call environments and improving patient experience, bringing comprehensive skills in effective communication and problem-solving. Possesses a passion for enhancing member service by leveraging extensive expertise in medical scheduling, call management, and relationship building to deliver outstanding support and satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Lee Health, Healthpark
Fort Myers, FL
02.2025 - Current
- Managed incoming calls, providing accurate patient information addressing and resolving healthcare- related inquires and creating welcoming, positive experiences.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Coordinated appointments, ensuring efficient scheduling for healthcare providers and patients.
- Educated patients on healthcare services, promoting understanding of procedures and policies.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Medical Scheduler
Carenet Health
FL
04.2024 - 02.2025
- Handled [80+] inbound calls daily, ensuring efficient routing and exemplary customer service.
- Communicated and maintained effective working relationship with staff member, physicians, nurses and other healthcare providers.
- Monitored intake working queue to drive timely completion.
- Communicate (both oral and written) with patients, clients, Team Members, peers and Leadership.
- Mentored new training classes and helped with company policies and compliance and system knowledge.
Guest Service Agent
Royal shell vacations
FL
01.2022 - 01.2024
- Provided guest account support by resolving queries and facilitating smooth check-in & check-out administration, ensuring operational efficiency.
- Handled [30+] incoming and outgoing calls professionally and directed calls appropriately to satisfy goals and standards and emails and faxes per day from customers
- Tailored and performed cost-benefit analyses of existing and potential customers to rent a vacation home.
- Worked ahead of schedule on work routines, ensuring accuracy, consistency, and timely delivery to provide outstanding service.
Education
AA - Arts/General studies
Florida South Western State College
FL06-2022
Skills
- Data Entry
- Excel
- Microsoft powerpoint
- Powerpoint
- CMR Software
- HIPPA Compliance
- Medical Terminology
- Patient Demographics
- ECW
- Customer satisfaction measurement
Languages
Spanish
Timeline
Customer Service Representative
Lee Health, Healthpark
02.2025 - Current
Medical Scheduler
Carenet Health
04.2024 - 02.2025
Guest Service Agent
Royal shell vacations
01.2022 - 01.2024
AA - Arts/General studies
Florida South Western State College