BESSY CRUZ

• Partner closely with lead surgeon/owner and surgical team (fellows and resident) during consultations, serving as a trusted extension of the provider to guide patient education, align treatment plans, and drive case conversions
• Generate detailed surgical quotes and successfully convert leads into booked procedures
• Serve as primary point of contact throughout the entire patient journey, from initial inquiry to consult to coordinating all logistics including surgery scheduling, aftercare, and post-operative appointments
• Conduct pre-consultation calls and follow-ups on leads (including GHL), increasing consultation-to-surgery conversion rates by educating patients on procedures, recovery expectations, and outcomes, ensuring confidence and informed decision-making
• Assist patients with financing applications and payment coordination for high-value procedures
• Schedule and staff operating room cases across a multi-provider environment, including lead surgeon/owner, fellows, resident, and visiting surgeons, coordinating nurses, scrub techs, and anesthesia teams while ensuring all pre-operative requirements, documentation, and lab clearances are completed
• Maintained accurate and compliant patient records using EMR/EHR systems while adhering to HIPAA standards
• Support front office operations by managing inbound calls and patient inquiries
• Assist with clinical duties including medical assisting, lasers, and med spa treatments as needed

Promoted multiple times based on performance, leadership, and clinical expertise.

Patient Care Coordinator (2022 – Jan, 2026)

• Collaborate closely with a team of four surgeons (lead surgeon/medical director, junior surgeon, and 2 fellows during consultations to support patient education, align treatment plans, and drive case conversions
• Maintained a TCR of 35% or more through proactive follow-up and personalized care plans
• Provided ongoing support to patients regarding pre- and post-operative instructions and care management
• Consistently delivered high patient satisfaction scores and referrals through exceptional service and follow-up
• Act as liaison between patients, providers, and leadership to ensure a seamless, high-touch experience
• Utilized Salesforce to track KPIs, monitor lead conversion, and support data-driven decision-making around sales performance and patient pipeline
• Participated in weekly sales meetings with leadership to review revenue performance, track progress toward goals, and collaborate on strategies, promotions, and process improvements to drive growth
• Support front office operations by managing inbound calls and patient inquiries
• Assist with clinical duties including medical assisting, lasers, and med spa treatments as needed

Master CoolSculpting Technician (2020 – Jan, 2026)

• Independently manage consultations and treatments for body contouring patients
• Develop customized treatment plans aligned with patient goals and provider recommendations
• Evaluated treatment suitability and converted non-ideal non-surgical candidates into surgical consultations, contributing to overall practice revenue growth
• Train and onboard staff on device protocols, safety, and patient experience standards
• Collaborate with providers to integrate aesthetic treatments into comprehensive care plans

Medical Assistant (2014 – 2023)

• Supported providers in a high-volume plastic surgery practice, assisting with procedures, patient care, and clinical workflow
• Conducted pre-consultations for non-surgical treatments, educating patients and supporting provider treatment planning
• Managed full inventory lifecycle for medical and aesthetic supplies, including injectables, skincare products, laser consumables, and surgical materials
• Troubleshot and maintained aesthetic devices and laser equipment, minimizing downtime and supporting treatment efficiency
• Coordinated vendor trainings and in-service sessions to ensure staff competency with new technologies and protocols
• Drove retail sales of medical-grade skincare products through patient education and personalized recommendations
• Collaborated with leadership on promotional strategies, service offerings, and revenue-generating initiatives
• Managed patient intake, post-op care, prescriptions, and EMR updates
• Provided cross-functional support across clinical and front office operations by managing inbound calls, patient inquiries, and scheduling

• Managed both front and back office operations in a busy dermatology clinic.
• Coordinated patient appointments, ensuring optimal scheduling efficiency.
• Verified insurance, and processed payments.
• Obtained and documented patient medical history, vital signs and current complaints at intake.
• Taught patients about medications, procedures, and care plan instructions.
• Educated patients about treatment plans and provided product recommendations.
• Assisted in dermatologic procedures including biopsies and surgical excisions for skin cancers (basal cell and squamous cell carcinoma), as well as injectables and laser treatments
• Supported comprehensive full-body skin exams, aiding in early detection and patient education
• Managed pharmacy refills, prior authorizations, and accurate EMR documentation to ensure continuity of care

• Served as lead clinical support for a team of 3 physicians and nursing staff in a high-acuity hematology/oncology practice
• Coordinated patient flow and clinical readiness, including administration of specialized injections and growth factors
• Assisted in advanced procedures, including bone marrow biopsies, ensuring patient safety and procedural efficiency
• Selected as primary assistant for bone marrow procedures based on advanced proficiency and clinical skill
• Recognized as a go-to resource for difficult venipuncture cases, consistently achieving successful access in challenging patient scenarios
• Managed complex medication workflows, including chemotherapy coordination, pharmacy refills, and prior authorizations
• Supported laboratory operations and ensured regulatory compliance