Ashley Cruz
Orlando
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
9
9
years of professional experience
Work History
Financial Counselor I
Orlando Health
10.2024 - Current
- Cultivated a positive, non-judgmental environment for clients to openly discuss their financial challenges and concerns.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Liaised between patient, doctor and insurance provider to smooth claims processes.
- Implemented crisis intervention strategies when necessary, connecting clients with appropriate emergency resources during times of severe financial hardship.
- Collected ED copayments and assisted setting up payment plans with patients if they could not afford cost
Trainer
Bioplus Specialty
03.2024 - 09.2024
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Supported productivity increase and business growth through new hire training and mentoring.
- Identified and recommended staff for key positions and departments.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
Team Lead, Patient Financial Coordinator
BioPlus Specialty Pharmacy
10.2022 - 03.2024
- Responsible for creating and facilitating department training, coaching, escalation and leadership functions as needed
- Specific responsibilities include: Developing and facilitating department training materials, agendas, and assessments to determine operational readiness of new hires
- Enrollee in the L&D Training Assistant Program
- Process documentation and implementation as the subject matter expert
- Coaching and performance management to ensure process adherence
- Issue resolution, escalations, and other leadership duties as assigned.
Patient Financial Coordinator
BioPlus Specialty Pharmacy
11.2020 - 10.2022
- Assisted patients with finding financial assistance to cover the out-of-pocket costs for their specialty medication
- My responsibilities included: Providing excellent verbal and written communication to patients, providers and internal customers
- Allocating funds through various nonprofit organizations that provide financial assistance for several different types of diagnosed cancers
- Performing electronic and paper administration functions on behalf of patients, such as submitting applications and collecting and filing income documents.
Senior Advocate, Copay and Account Receivables
Accredo Specialty Pharmacy
09.2017 - 10.2020
- As a senior advocate for the AR team, I provided onboarding and training to all new AR advocates as well as issue resolution and second-level investigation into patient accounts
- Added responsibilities included: Prepping and performing claim adjudication, billing and copay assistance issues
- Assisting with training - creating quizzes, job aids and providing live in-class support after graduation to answer questions as new hires began taking calls
- Upskilled in other department processes in order to provide cross-functional support and training.
Senior Advocate, Customer Service Advocate
Optum Rx Specialty
11.2015 - 09.2017
- Specialty Rx call center operations, scheduling and fulfilling refills, assisting with non-clinical questions
- Assisting patients with OOP expenses, deductibles and copays
- Upskilled in other department processes to provide cross-functional support.
Education
Train-the-Trainer Certification -
Accredo Specialty Pharmacy
Training Assistant Program -
BioPlus Specialty Pharmacy
M.A.T -
Florida Career College
02.2015
Diploma -
Lake Nona High School
06.2014
Skills
- Student Engagement
- Materials Preparation
- Classroom oversight
- Online Instruction
- Student rapport
- New Hire Training
- Insurance verification
- HIPAA compliance
- Cash flow management
- Administrative support
Knowledgeandskills
- Excellent verbal and written presentation and communication
- Adult learning principles
- Training and upskilling
- Process documentation/ADDIE
- Coaching and talent development
- Proficient in Microsoft Office
Languages
Spanish
Timeline
Financial Counselor I
Orlando Health
10.2024 - Current
Trainer
Bioplus Specialty
03.2024 - 09.2024
Team Lead, Patient Financial Coordinator
BioPlus Specialty Pharmacy
10.2022 - 03.2024
Patient Financial Coordinator
BioPlus Specialty Pharmacy
11.2020 - 10.2022
Senior Advocate, Copay and Account Receivables
Accredo Specialty Pharmacy
09.2017 - 10.2020
Senior Advocate, Customer Service Advocate
Optum Rx Specialty
11.2015 - 09.2017
Training Assistant Program -
BioPlus Specialty Pharmacy
M.A.T -
Florida Career College
Diploma -
Lake Nona High School
Train-the-Trainer Certification -
Accredo Specialty Pharmacy