Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Certification
Generic

Leslie Ramos

Orlando,FL

Summary

A dedicated and experienced Senior Front Office Assistant with over 20 years in customer service, including the last 3 years in the healthcare industry. Known for exceptional communication and organizational skills, along with an unwavering commitment to providing top-notch patient and client service. Expertise in handling office administrative duties, coordinating schedules, managing patient records, and supporting medical staff. Experienced in scheduling patient appointments, coordinating tests and procedures, and ensuring smooth clinic operations. Skilled in navigating scheduling software, managing patient flow, and ensuring compliance with healthcare protocols. Seeking to leverage extensive customer service experience, along with expertise in scheduling and testing coordination, in a new and challenging role.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Front Office Assistant

Orlando Health
10.2022 - Current
  • Manage front office operations for a busy healthcare facility, greeting patients, scheduling appointments, answering inquiries, and directing them to appropriate departments.
  • Handle patient check-ins, verify insurance information, and ensure accurate record-keeping.
  • Perform administrative tasks such as data entry, filing, and organizing patient charts.
  • Collaborate with medical professionals and administrative teams to ensure smooth daily operations.
  • Provide excellent customer service, addressing patient concerns and resolving issues efficiently.
  • Demonstrated strong multitasking abilities in a fast-paced environment, contributing to a 15% reduction in patient wait times.
  • Trained and mentored junior front office assistants, leading a team in achieving operational goals.
  • Knowledge of ICD & CPT
  • Able to handle multiple simultaneous tasks, answer telephone, take messages, file lab reports, medical records and other information according to practice policies and procedures.

Lead Station Agent

Metropolitan Transit Authority
08.2020 - 08.2022
  • Assisted customers in navigating company services and products, providing tailored solutions to meet individual needs.
  • Developed troubleshooting guides and frequently asked questions (FAQs) to improve customer self-service options.
  • Collaborated with other departments to ensure timely resolution of service issues and escalations.
  • Contributed to a 10% increase in customer satisfaction scores through proactive issue resolution.

Claims Supervisor

Customer Service Agent
06.2011 - 11.2017
  • Organized weekly reports and statistics of claims and payments.
  • Negotiated liability exposures and subrogated claimant carriers on behalf of policyholders.
  • Resolved hundreds of bodily injury claims, exceeding office goal severities.
  • Educated insured individuals on policies and claims processes, enhancing customer service satisfaction.
  • Prioritized time-sensitive projects and claims, including total loss vehicle and catastrophe claims.
  • Sold various rental insurance products and maintained rental agreement files.
  • Greeted customers, disclosed rental terms, and obtained necessary signatures.
  • Managed telephone inquiries and resolved customer-related issues.
  • Balanced money collections and completed deposit procedures using QuickBooks.
  • Managed insurance CPT codes

Education

GED -

Claremont Prep School
The Bronx, NY
01-2000

Skills

  • Customer Service Excellence
  • Office Administration
  • Patient Scheduling & Coordination
  • Medical Records Management
  • Data Entry & Filing
  • Communication & Interpersonal Skills
  • Problem-Solving
  • Multitasking in Fast-Paced Environments
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Budgeting assistance
  • Maintaining confidentiality
  • Insurance verification
  • Patient relations
  • Document management
  • Filing
  • Interpersonal relations
  • Schedule coordination
  • Workflow oversight
  • Call routing
  • Basic accounting
  • Attention to detail
  • Current Procedural Terminology (CPT)

Certification

  • Certified Medical Office Assistant (CMOA) – [Issuing Organization] – [Year]
  • CPR and First Aid Certified – [Issuing Organization] – [Year]

LANGUAGES

English (Fluent)
Spanish (Conversational)

Timeline

Senior Front Office Assistant

Orlando Health
10.2022 - Current

Lead Station Agent

Metropolitan Transit Authority
08.2020 - 08.2022

Claims Supervisor

Customer Service Agent
06.2011 - 11.2017

GED -

Claremont Prep School

Certification

Basic Life Support, including CPR and AED use, in emergency situations.

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