Remote Customer Support Specialist (Bilingual)

YESENIA RODRIGUEZ RAMOS

Puerto Rico

787-***-**** ***********@*****.***

Remote Bilingual (English / Spanish)

PROFESSIONAL SUMMARY

AI-enabled Customer Operations Generalist, Healthcare Enrollment Coordinator, and Case Management Professional with extensive experience supporting clinical programs, member services, and data-driven operations. Proven ability to operate across customer service, analytics, heavy data entry, care coordination, and AI-assisted workflows. Known for adaptability, accuracy, and the ability to translate complex information into clear, compassionate communication. Strong background in healthcare, legal operations, and high-volume environments with strict compliance requirements.

CORE SKILLS

Customer Service & Member Support

AI-Assisted CRM & Workflow Tools

Operations & Generalist Support

Heavy Data Entry & Data Validation

Analytics & Reporting Support

Enrollment & Eligibility Verification

Healthcare & Insurance Navigation

Case Management & Care Coordination

Documentation & SOP Adherence

HIPAA Compliance

Quality Assurance

Bilingual Communication (English / Spanish)

AI, ANALYTICS & TECHNICAL EXPERIENCE

Utilized AI-supported systems to assist with customer interactions, documentation, ticket routing, and workflow efficiency

Performed analytical review of enrollment, call outcomes, and case data to identify trends and improvement opportunities

Executed high-volume, high-accuracy data entry across multiple systems simultaneously Validated, corrected, and maintained member and case data to ensure reporting accuracy Supported AI-assisted CRM platforms for case tracking, prioritization, and follow-up Maintained consistent documentation to support quality assurance and compliance audits PROFESSIONAL EXPERIENCE

Interwell Health — Remote

Renal Service Coordinator / Enrollment Coordinator June 2023 – April 2026 Managed 80+ inbound and outbound member interactions daily, supporting enrollment into CKD and ESKD care programs

Operated as a cross-functional Generalist, supporting enrollment, documentation, data management, and member advocacy

Used AI-assisted CRM and documentation tools to streamline workflows and improve accuracy Performed heavy data entry including eligibility details, insurance information, clinical notes, and enrollment status Reviewed enrollment and engagement data to support operational insights and process improvement Identified discrepancies in member records and collaborated with internal teams for resolution Ensured strict adherence to HIPAA and organizational compliance standards Wipro — Remote

Member Advocate / Customer Support Specialist

Conducted 80–120 calls per day using automated dialer systems Assisted members with benefits education, claims navigation, and issue resolution Documented interactions accurately to support reporting, follow-ups, and analytics Maintained data integrity across multiple healthcare systems RENAL SERVICES & CARE COORDINATION

Renal Service Coordinator Kidney Care Coach

Supported dialysis and CKD patients with education, resources, and care coordination Assisted members in understanding treatment options, insurance benefits, and support services Documented care coordination activities used for compliance and reporting LEGAL OPERATIONS EXPERIENCE

Paralegal / Operations Lead

Managed 800+ active cases concurrently with oversight of three legal secretaries Performed detailed data entry, case tracking, and document management Analyzed workflows and implemented operational improvements Maintained accuracy and compliance in legal and financial documentation ADDITIONAL PROFESSIONAL BACKGROUND

Real Estate Agent — 20 years

Loan Officer — 10 years

Remote Operations & Administrative Leadership

CERTIFICATIONS

Certified Kidney Care Coach

Certified Life Coach

Psychotherapy Certification (non-clinical, supportive counseling focus)

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