Angela Cruz

Promoted through 3 successive positions starting with the front desk as Client Relationship Specialist, to a Veterinary Technician culminating in a Supervisor role

Unit Leadership & Operations

• Provided the medical team with support through out the day to maintain efficiency. Resolved complex client escalations to maintain efficient, high quality patient care

Clinical Coordination & Triage

• Utilized medical skills to triage incoming cases, prioritize emergencies, and facilitate seamless communication between the medical team and families

Data & Electronic Health Record (EHR) Management

• Maintained strict accuracy of patient charts, auditing digital files and ensuring data integrity across electronic systems. Following confidential protocols

Administrative Support

• Oversaw front desk reception, managed multi-lined phone routing, check in/out, scheduling, processed medical billing accurately, processing end of day closing.

Successfully promoted through two critical administrative positions to ensure efficient patient care and seamless clinical flow, as well as cross trained to provide relief for the front desk

Desk Medical Assistant & Scheduling

• Assisted with chart preparation for 4-6 providers with a 25+ patient daily schedule, prepared patients for in clinic procedures by collection consents and verifying that all forms were accurately completed, assembling post-op discharge packets.
• Assisting with rooming patients; taking vital signs, intake history and entering them accurately into the EHR, performed venipunctures and processed specimens
• Scheduling referring consults or ambulatory procedures.

Medical Records Management

• Maintaining medical records by verifying accuracy and updating information as needed. Following HIPPA protocol for medical records release. Scanning and attaching incoming medical records accurately

Front Desk

• Provided agile coverage for the front desk during peak hours, handling multi-line phone systems, greeting patients, verifying and updating health demographic information

Served as the centralized, high volume communication link for multiple-site urgent care clinics. Managing incoming digital and telephonic patient inquires with high efficiency and accurate clinical routing using multiple EHR systems and following HIPPA protocols

High-Volume Communication

• Managed a continuous queue of 30+ incoming patient phone calls, demonstrating professional telephone etiquette, active listening and rapid problem solving under pressure.

Centralized Scheduling & Triage

• Gathered and entered vital patient demographics and clinical information to complete online registration and scheduling.
• Communication with clinical teams via internal clinic messaging platforms for triaged cases and prescription refills.