Carleen Cruz
Las Cruces
Summary
Detail-oriented healthcare professional with 11+ years of experience in patient care and medical clinic operations. Proven ability to identify risks, ensure patient safety, and communicate effectively across clinical and administrative teams. Seeking to leverage hands-on clinical knowledge and call center experience into a Risk Management role within a medical clinic.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Call Center Representative
La Clinica de Familia Inc.
Las Cruces
02.2024 - Current
- Serve as the first point of contact for patients, handling high-volume inbound calls with accuracy and professionalism
- Assess patient concerns and direct calls appropriately, ensuring timely care and minimizing risk of miscommunication
- Maintain accurate patient records and documentation in compliance with HIPAA regulations
- Identify urgent or high-risk situations and escalate to clinical staff when necessary
- Collaborate with providers and administrative staff to ensure continuity of care
Self-Employed
Private/Personal Care Giver
Artesia
08.2018 - 06.2022
- Provided personalized in-home care, supporting daily living activities and ensuring patient safety
- Monitored health conditions and reported changes to family members and healthcare providers
- Managed medications and followed care plans with attention to detail
- Built strong relationships with patients and families through compassionate care
Certified Nursing Assistant
NeuroRestorative
Artesia
03.2013 - 05.2022
- Delivered direct care to patients in a neurorehabilitation setting, including those with complex medical needs
- Assisted with mobility, hygiene, feeding, and vital sign monitoring
- Observed and reported changes in patient condition to nursing staff promptly
- Followed strict safety protocols to reduce risk of injury and ensure quality care
- Maintained detailed and accurate patient documentation
Education
Bachelor of Science - Media Communications
Full Sail University
Winter Park, FL 09.2016 - 09.2019
Skills
- Risk Awareness & Patient Safety
- HIPAA Compliance & Confidentiality
- Medical Documentation & Records Management
- Communication & Conflict Resolution
- Patient Intake & Call Triage
- Attention to Detail
- Team Collaboration
- Problem Solving
Certification
- CPR/BLS Certification, Medical Terminology, etc.
References
References available upon request.
Timeline
Call Center Representative
La Clinica de Familia Inc.
02.2024 - Current
Self-Employed
Private/Personal Care Giver
08.2018 - 06.2022
Bachelor of Science - Media Communications
Full Sail University
09.2016 - 09.2019
Certified Nursing Assistant
NeuroRestorative
03.2013 - 05.2022