Mannier Ramos
Winston-Salem,NC
Summary
Customer Service Representative with 8+ years of experience in data entry, customer engagement, and problem-solving. Demonstrates strong adaptability and team collaboration skills, enhanced by bilingual proficiency and computer literacy. Skilled at improving service accuracy and efficiency, with a focus on delivering exceptional customer support.
Overview
9
9
years of professional experience
Work History
Patient Service Representative
Wake Forest Baptist Hospital
05.2025 - Current
- Balanced deposits and credit card payments each day.
- Used Epic, Onesource to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Managed patient registration process, confirming data accuracy and completeness.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Built and maintained positive working relationships with patients and staff.
- Delivered support to medical staff in completion of patient paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
ESL Teacher Assistant
WSFCS
03.2023 - 03.2025
- Participates in professional learning and PLT meetings, as appropriate, to understand grade-level standards, standards-aligned curriculum, and instructional strategies to support student learning.
- Assists with student attendance procedures, record keeping, collecting money, organizing classroom learning spaces, and ordering materials.
- Participates in the daily bus, car, and van transportation duties involving children’s arrival and departure to and from school.
- Develop and execute lesson plans aligned with IEP goals and state standards, ensuring clarity and effectiveness.
- Adapt instructional strategies and materials as needed, fostering an inclusive learning environment.
- Implement and monitor behavior plans, ensuring a positive and productive classroom atmosphere.
- Mentored and tutored individual students needing additional help.
- Assist teachers during meetings as a Bilingual translator for Spanish-speaking parents.
- Taught courses under guidance of senior instructors.
- Shared important information with students concerning upcoming assignments and tests.
- Copied, organized and distributed classroom assignments or other paperwork.
Bilingual Customer Service Representative
City of Winston Salem - Citylink
01.2022 - 03.2023
- Manage daily phone and email inquiries, resolving sanitation and utility issues efficiently.
- Coordinate with drivers and supervisors via radio for effective communication and solutions.
- Process inter-departmental emails, rental leases, and streetlight outages bi-monthly.
- Respond to service requests like water meter leaks, sewer backups, and road hazards.
- Support bilingual callers with water billing concerns, taking payments, and scheduling plans.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
Patient Navigator
Advantage Care Physician
10.2018 - 04.2019
- Scheduled and canceled patient appointments, maintaining efficient clinic operations.
- Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping patient treatment goals.
- Updated patient insurance information through proactive member outreach.
- Submitted medical claims to insurance companies, utilizing electronic health records for accuracy.
- Enhanced patient navigation and insurance verification processes, improving overall patient satisfaction.
- Optimized appointment scheduling, leading to increased patient throughput and reduced no-show rates. Developed strategies for proactive insurance updates.
- Educated patients on insurance and healthcare plans.
- Helped patients and family members deal with loss and post-mortem planning.
- Assisted patients in scheduling doctor and healthcare appointments.
Customer Service Representative
Metro Plus Health Insurance
10.2016 - 01.2017
- Recorded and responded to customer contacts, ensuring timely follow-up and resolution.
- Provided orientations to new and existing members both on-site and via telephone.
- Resolved member and provider issues, aiming for first-call resolution.
- Utilized dual monitors and computer resources to answer customer inquiries.
- Accurately researched and responded to eligibility, benefits, claims, and authorizations inquiries.
- Classified and recorded customer encounters clearly and concisely.
- Escalated complex issues and ensured follow-up and closure.
- Captured and processed customer complaints with all pertinent information.
- Assisted members with PCP selection and locating providers within the network.
- Verified and updated member demographic information.
- Handled enrollment inquiries and generated sales leads.
- Processed premium payments efficiently.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Associate of Science - Human Services
Forsyth Technical Community College
Winston-Salem03.2025
Associate of Science - Bachelors in science
Cuny Lehman College
The Bronx05.2019
Associate - Medical Assistant
Asa College
Manhattan07.2014
Skills
- Data Entry
- Customer Engagement
- Problem-Solving
- Adaptability
- Team Collaboration
- Bilingual
- Computer skills
- ICD-9/ ICD -10
- Insurance verifying
- Patient greeting
- Appointment confirmation
- Payment collection
- Medicaid
- Medical insurance
Languages
English
Spanish
Timeline
Patient Service Representative
Wake Forest Baptist Hospital
05.2025 - Current
ESL Teacher Assistant
WSFCS
03.2023 - 03.2025
Bilingual Customer Service Representative
City of Winston Salem - Citylink
01.2022 - 03.2023
Patient Navigator
Advantage Care Physician
10.2018 - 04.2019
Customer Service Representative
Metro Plus Health Insurance
10.2016 - 01.2017
Associate of Science - Human Services
Forsyth Technical Community College
Associate of Science - Bachelors in science
Cuny Lehman College
Associate - Medical Assistant
Asa College