Customer Service Call Center

Ileysha Cruz

Phone: 860-***-**** Email: ***********@*****.*** Location: New Britain, CT

Professional Summary

Dedicated healthcare professional with extensive experience in pharmacy operations, medical reception, and patient care. Adept at managing administrative and technical aspects of healthcare services, ensuring regulatory compliance and patient satisfaction. Bilingual in English and Spanish, with strong interpersonal and problem-solving skills. Key Skills

- Technical Skills: EMR software, pharmacy management systems, insurance verification, HIPAA compliance.

- Interpersonal Skills: Bilingual (English/Spanish), conflict resolution, customer service, teamwork.

- Additional Skills: Time management, inventory control, and patient communication. Work Experience

Medical Receptionist / Call Center

Middlesex Urology/ Bariatrics 01/23 - Current

• Manage patient check- in and check out, ensuring accurate data entry

• Complete full patient registration

• Collect and verify patient insurance details, confirm eligibility, any co-pays and / or balances at time of service

• Submit daily payment collection reports

• Schedule follow up appointments, document cancelled or rescheduled appointments

• Provide outstanding customer service and assistance to patients

• Call Center

• Answer phones, take messages, direct calls to appropriate department or staff

• Open and close office as needed

• Maintain a professional and respectful work environment through positive interactions with patients, physicians, and colleagues.

• All other duties as assigned

Pharmacy Technician

CVS Pharmacy - Rocky Hill, CT (Dates: October 2023 till Present)

- Verified patient insurance and managed prescription input with 100% accuracy.

- Assisted healthcare providers and patients by delivering exceptional customer service in person and by phone.

- Organized pharmacy inventory, reduced medication stockouts by 20%, and ensured regulatory compliance.

- Maintained precise records for prescriptions, orders, and charges, improving accuracy of billing Reports. - Improved pharmacy efficiency by training junior staff in workflows and safety protocols. Medical Receptionist

Hospital of Central CT - New Britain, CT (03/2019 - 04/2022)

- Welcomed and assisted patients with check-in/out procedures, maintaining a 95% satisfaction rate.

- Scheduled and managed provider calendars, optimizing daily patient flow by 15%.

- Ensured accuracy in insurance verification and demographic entry, reducing billing errors by 25%.

- Processed patient data in EMR systems, adhering to HIPAA regulations.

- Delivered bilingual assistance to patients, fostering inclusivity and effective communication. Patient Transporter

Hartford Healthcare - New Britain, CT (01/2018 - 03/2019)

- Safely transported 50+ patients daily across hospital departments, maintaining a perfect safety record.

- Provided comfort and support to patients and families during transport, recognized for empathy and care.

- Ensured equipment sterilization and adherence to infection control protocols. Head Cashier/Cash Office Associate

BJ's Wholesale Club & Lowe's Home Improvement - Various Locations (10/2014 - 08/2017)

- Supervised cash handling, including processing deposits, balancing drawers, and preparing daily reports.

- Delivered customer service excellence and trained staff in conflict resolution and payment handling.

- Resolved escalated issues efficiently, increasing customer retention. Education & Certifications

Certifications

- CNA Certification - Connecticut Training Center, NA8089237 (Exp. 07/31/2026)

- Pharmacy License - #PTN.0032723 (Valid 04/2024 - 03/2025) Education

- GED - New Britain High School, Adult Education (1992)

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