MASSIEL RUIZ
Summary
Proactive and versatile customer service and administrative professional with over 10 years of experience in customer relations and 4 years of experience in healthcare. Proven expertise in managing high call volumes and skilled in problem resolution, patient scheduling and registration, data entry and account maintenance. Bilingual in English and Spanish with a track record of building trust and providing exceptional and empathetic service to diverse populations, including individuals with special needs.
Overview
14
14
years of professional experience
Work History
Paraprofessional
Canoe Creek K-8 School
08.2025 - 05.2026
- Provided one-on-one instructions and small group support following classroom teacher guidelines and IEP recommendations.
- Utilized positive behavior support to reinforce appropriate behavior among students.
- Assisted students in navigating class routines and transitioning smoothly between activities.
- Maintained documentation of student behavior for instructional purposes.
Teacher Assistant
Saint Cloud Christian Prep School
08.2024 - 05.2025
- Supported lead teacher in lesson plans, classroom activities, student assignments and supervision.
- Helped maintain a safe, organized and positive learning environment.
- Communicated effectively with parents regarding student progress and classroom events.
Member Service Representative
Shared Service Solutions
03.2024 - 08.2024
- Assisted members and prospective members with inquiries regarding products, services, eligibility, and account needs to enhance member satisfaction.
- Processed account maintenance and member transactions, safeguarding account information to maintain trust and security.
- Resolved complaints and coordinated with other departments or partners when escalation was required.
- Delivered timely, friendly, and accurate service while prioritizing workload and meeting service level requirements to support member retention.
Paraprofessional
Inocensio Casanova Elementary
04.2023 - 10.2023
- Provided one on one and small group instructional and behavioral support under classroom teacher direction.
- Assisted with daily living skills, classroom transitions, communication and student mobility.
- Collected behavioral data and documented student observations for instructional purposes.
- Collaborated with classroom and related service providers in support of student IEP recommendations.
Scheduling Coordinator
Mount Sinai Hospital
Manhattan, NY
12.2020 - 04.2023
- Handled approximately 70-100 patient calls per day in a fast paced call center environment while providing professional and empathetic service.
- Scheduled appointments and verified insurance and demographic information in patient charts to ensure accurate records.
- Collected and retrieved referrals and insurance authorizations to facilitate patient care and access to services.
- Maintained compliance with HIPAA and relevant governmental/state requirements for handling PHI to protect patient privacy.
Medical Receptionist
NY Bone and Joint Specialist
Manhattan, NY
12.2019 - 12.2020
- Greeted and assisted patients in person and by phone, ensuring smooth check-in and check-out processes.
- Scheduled appointments and monitored provider schedules to maintain patient flow.
- Verified insurance and guided patients on required referrals or authorizations to facilitate care.
- Collected co-pays while upholding HIPAA compliance and safeguarding patient information.
Front Desk/Reservations Agent
The Pod Hotel
Manhattan, NY
06.2012 - 01.2019
- Facilitated front-desk and telephone support on room availability, rates, reservations, and hotel services, enhancing guest experience.
- Assigned rooms based on guest preferences, ensuring effective communication with housekeeping and maintenance departments for seamless operations.
- Resolved guest concerns in a professional and courteous manner.
- Executed administrative and clerical tasks, including mailing, scanning, faxing, and copying documents and correspondence, supporting overall office efficiency.
Education
Patient Service Representative Certificate -
Grace Institute
Manhattan, NY03-2019
Bachelor of Technology - Hospitality Management
New York City College of Technology/CUNY
Brooklyn, NY05-2012
Skills
- Patient Scheduling and registration
- Insurance verification and authorizations
- High-volume call management
- HIPAA/PHI handling
- Electronic Medical Records (EMR)
- Epic
- Account maintenance and data entry
- Customer service and patient support
- Issue resolution
- Administrative and clerical support
- Microsoft 365
- Fluent in Spanish
- Behavioral Support
- Classroom management
- Conflict Resolution
Timeline
Paraprofessional
Canoe Creek K-8 School
08.2025 - 05.2026
Teacher Assistant
Saint Cloud Christian Prep School
08.2024 - 05.2025
Member Service Representative
Shared Service Solutions
03.2024 - 08.2024
Paraprofessional
Inocensio Casanova Elementary
04.2023 - 10.2023
Scheduling Coordinator
Mount Sinai Hospital
12.2020 - 04.2023
Medical Receptionist
NY Bone and Joint Specialist
12.2019 - 12.2020
Front Desk/Reservations Agent
The Pod Hotel
06.2012 - 01.2019
Patient Service Representative Certificate -
Grace Institute
Bachelor of Technology - Hospitality Management
New York City College of Technology/CUNY