Call Center Customer Service

CYNTHIA AURELIA CRUZ-WALKER (Cyndi)

**** *** *** #***-****** Cucamonga CA 91730

619-***-****. Email: *************@*****.***

Email *********@*****.*** / LinkedIn Profile https://www.linkedin.com/in/cyndi-cruz-45500036/ OBJECTIVE

Dynamic, self-directed, Administrative Assistant with 30 years hospital industry experience, seeks the next challenging position which will expand and enhance my seasoned organizational skill sets in managing and leading front office teams supporting key hospital departments. My experience in finance, customer service over my career demonstrate a sound knowledge of health insurance providers, strong interpersonal and organizational skills, excellent customer service soft skills, proficient in all MS Office applications as well as medical office software, and the ability to work in a fast-paced environment. EXPERIENCE

Mar 2024 – Received promotion MCA-III -QTC Leidos

• DOHS Scheduler of SECOP and Scheduled Award cases

• Special Projects assisting other team members, team Building

• Building relationships with Providers and their staff

• Collaborating with PH, PRM to obtain new providers

• Ability to work independently and in a team oriented work environment Aug 2021: MCA-II: QTC

DOHS – Diasbility & Occupational Health

• Triage and process DOL case

• Schedule DOL claimants with appointments, reschedules, diagnostics and Transportation

• Enter appointments, case notes and appropriate CPT codes for appointments

• Ensure all Providers and Examinees receive proper documentation regarding evaluation

• Arrange Transportation for claimants

MAR 2020-JAN 2021: SERVICE REPRESENTATIVE KAISER PERMANENTE INTERNAL MEDICINE CALL CENTER Customer focused, knowledgeable and polite professional call center representative. Support IMCC with high volume calls for fifteen different departments Appointment setter for Laboratory Department and Primary Care.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Active listener with callers, confirming or clarifying information and diffusing issues

• Building trust and reliability with clients and other call center team members

• Special projects appointment setter for Lab’s and Primary Care Physicians

• Utilizing software Health Connects and VAD, databases, scripts, and tools appropriately. FEB 2019 – FEB 2020

CALL CENTER CLERK, KAISER PERMANENTE ORTHOPEDIC PODIATRY CALL CENTER Customer focused, knowledgeable, and polite professional call center representative. Handling high volume calls, scheduling, and re-scheduling appointments with Orthopedics and Podiatrists. Sending messages to doctors for patient concerns and request.

• listening to clients to understand the reason for their call,

• positive experience for each caller, addressing questions with clear informed responses

• Building trust and reliability with clients and other call center team members

• Utilizing EPIC software, databases, scripts, and tools appropriately.

• Adhering to all company policies and procedures. MAY 2003 – DEC 2020

UNIT SECRETARY, SCRIPPS MERCY HOSPITAL ONCOLOGY 8TH FLOOR Organized Unit Secretary assisting with clerical tasks, answering phone calls, supporting doctors and staff, while admitting and processing patients to the floor/facility.

• Excellent interpersonal and administrative skills

• Can multitask and manage time effectively answering phone calls and address medical unit clerical assistance for physicians, nurses and medical staff needs

• Update patients' information on the computer system in EPIC

• Administer and maintain patient records in compliance with HIPPA

• Order office and maintain supplies.

NOV 2000 – MAY 2003

ADMIN ASSISTANT, SCRIPPS MERCY HOSPITAL SAN DIEGO

Admin Assistant to Five Patient Care Managers, updating and maintaining nursing licensures, chemotherapy and Basic Life Support certifications. Coordinating and organize and maintain front desk tasks and interactions with physicians, nurses, staff, patients, and visitors.

• Expert in computer applications (i.e. Centricity)

• Payroll (Kronos)

• Maintained Nursing Schedules on four units

JUN 2002 – JAN 2018

NUTRITION CALL CENTER ASSOCIATE, UCSD MEDICAL CENTER HILLCREST Receiving diet orders, telephone calls from interactions with staff, patients, and visitors.

• Thorough understanding of therapeutic diets and tube feeding orders

• managing caller queue during call back periods. Safe food handling and sanitation. OCT 1998 – NOV 2000

OUTPATIENT PRICER REVENUE MANAGEMENT, SCRIPPS MEMORIAL LA JOLLA Data Entry of out-patients charges with Ambulatory Surgical Center, Emergency Room

• Implementing correct and accurate data entry of emergency room and ASC charges

• Collaborating with the out-patient service areas for accurate billing MAR 1994 – OCT 1998

TRAUMA LIAISON/SNF BILLING COORDINATOR, SCRIPPS MEMORIAL LA JOLLA Managed billing for the Trauma physicians, prepping Medi-Cal Tars for SNF and Sub-Acute patients and managed the billing and collections within the Admitting Department and Trauma Physicians.

• Resolve third-party payer billing issues, explaining insurance contract with patients

• Maintains patient and invoice files by entering and adjusting data.

• Analyzes billing information, review accounts pending, and late charges NOV 1986 – MAR 1994

FINANCIAL COUNSELOR: SCRIPPS HOSPITAL CHULA VISTA

Counseled patients and their families in hospital cost estimates, assist with financial assistance, insurance verification of coverage. Provided coverage for admitting and ER Department.

• Provide patient information for financial aid (I.e. Medi-Cal or County Medical Services)

• Offered Loan program to assist with patient’s bill, and budget payment.

• Provided cash application, and data entry in posting payments for the Accounts Payable. SEP 1982-NOV 1986

IN-PATIENT CASHIER, BAY GENERAL HOSPITAL/SCRIPPS HOSPITAL CHULA VISTA Managed various money transaction from patients for provider hospital accounts.

• Manage daily balancing and reconciling of office accounts and handle daily bank deposits

• Enforce credit policies to ensure defaulters and patients with extensions pay on time

• Post payments to appropriate accounts and maintain logs of daily receipts EDUCATION

JUN 2008 MEDICAL CODING, UCSD EXTENSION - ICD-9 CERTIFIED JUN 1982 MEDICAL OFFICE BILLING, CHULA VISITA ADULT SCHOOL - PROCESSING INSURANCE REFERENCES

IRMA SEVILLA 619-***-****

CASSANDRA MCCLAIN 951-***-****

MICHELLE FATAHI 858-***-****

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