Tiara Ruiz
Yonkers,NY
Summary
Professional in patient services with strong background in healthcare administration and customer service. Skilled in managing patient interactions, coordinating schedules, and ensuring seamless communication between medical staff and patients. Known for collaborative approach and adaptability to changing needs, driving team success and patient satisfaction. Reliable in high-pressure environments, with focus on delivering results and improving patient care processes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Patient Service Representative
Westchester Medical Center
10.2022 - Current
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
- Boosted efficiency within the clinic''s daily operations by proactively identifying areas for improvement or streamlining.
- Fortified relationships between the clinic and insurance providers through diligent follow-up on claims status updates or discrepancies as necessary.
- Elevated overall practice reputation through consistent demonstration of courtesy, empathy, and professionalism in all interactions with patients and their families.
- Enhanced patient experience by providing exceptional service during check-in, registration, and checkout procedures.
- Expedited prescription refills through efficient communication with pharmacies, reducing medication lapses for patients.
- Managed high call volume, prioritizing urgent requests while maintaining professionalism and accuracy in documentation.
- Supported clinical team by managing inventory levels of supplies, proactively ordering replacements when needed.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Facilitated communication between patients and various departments and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Greeted and assisted patients with check-in procedures.
- Collaborated with clinical staff to ensure seamless coordination of patient care and treatments.
Corporate Customer Service Representative
ENT and Allergy
03.2019 - 10.2022
- Improved customer satisfaction ratings by addressing and resolving complex corporate inquiries.
- Assisted in creation of customer satisfaction surveys, using feedback to continuously improve upon service quality provided to corporate clients.
- Managed high-volume corporate accounts, ensuring timely responses and maintaining client satisfaction.
- Maintained accurate records of all correspondence with corporate clients, ensuring seamless communication between all parties involved.
- Served as liaison between the company and key corporate clients, facilitating open communication channels and fostering trust.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Answered multi-line phone system, routing calls, booking Doctor appointments for over 60 offices, delivering messages to staff and greeting visitors.
Customer Service Representative
Corporate Edible Arrangements
07.2016 - 03.2019
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Answering over 60 incoming calls per day including, including inquires on orders status product size and price Clarification, and placing telephone orders.
Office Manager
Uptown Carwash & Detailing
02.2008 - 07.2016
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Achieved customer satisfaction by providing high-quality professional service.
- Greeted customers and assessed needs to recommend suitable car wash services.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Managed car wash supplies and materials inventories for timely reordering and replenishment.
- Received check, cash and credit card payments from customers, gave back balance, and maintained accounts of payments received on daily basis.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established open communication channels between employees and management, fostering an inclusive work environment where concerns could be addressed promptly.
- Evaluated staff performance regularly through individual meetings, setting clear expectations for improvement when needed.
- Improved customer satisfaction by implementing efficient car wash processes and maintaining a clean environment.
- Rinsed objects and placed on drying racks or used cloth, squeegees, or air compressors to dry surfaces.
Education
Associate of Science - Criminal Justice
SouthWest Florida College
Tampa, FL06-2014
Skills
- Professionalism and ethics
- Multitasking and organization
- Reliability and dedication
- Cross-functional coordination
- Self motivation
- Data entry
- Adaptability and flexibility
- Effective communication
- Insurance verification
- EMR, NexGen, and EHR
- Call screening
- Time management
Accomplishments
- Promoted in 1 year from Call Center Representative to Senior Patient Service Representative.
- Supervised team of 15 staff members.
Certification
- CPR and First Aid, Training- 07/2018-07/2020
Timeline
Senior Patient Service Representative
Westchester Medical Center
10.2022 - Current
Corporate Customer Service Representative
ENT and Allergy
03.2019 - 10.2022
Customer Service Representative
Corporate Edible Arrangements
07.2016 - 03.2019
Office Manager
Uptown Carwash & Detailing
02.2008 - 07.2016
Associate of Science - Criminal Justice
SouthWest Florida College
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