Catherine Cruz
Houston,TX
Summary
Dedicated and detail-oriented healthcare operations and customer service professional with extensive experience in medical equipment coordination, insurance verification, patient support, and administrative workflow management. Recognized for strong communication, problem-solving abilities, and delivering high-quality service in fast-paced healthcare environments.
Overview
14
14
years of professional experience
Work History
Branch Coordinator
Apria Healthcare
Houston, TX
11.2019 - Current
- Process and manage orders for durable medical equipment
- Verify insurance coverage and review patient documentation
- Communicate with healthcare providers to resolve discrepancies
- Educate patients and caregivers on equipment usage and care
- Collaborate with teams to ensure timely patient support
- Manage hospital discharge orders and documentation
Customer Service Representative
Aclara
Houston, TX
05.2017 - 06.2019
- Answered incoming and outbound calls for insurance and billing inquiries
- Assisted patients with billing disputes and account concerns
- Verified insurance and resubmitted claims when necessary
- Collected patient balances and updated account information
- Reduced 120-day past-due receivables through follow-up
- Managed multiple phone lines and delivered excellent service
Customer Service Representative
Extremetix
Houston, TX
03.2015 - 05.2017
- Handled incoming calls and processed customer orders
- Assisted customers via phone and email
- Processed adjustments such as discounts, refunds, and returns
- Maintained 100% quality assurance score
- Assisted with training new hires
Customer Communication Specialist
Coventry (Aetna)
Houston, TX
03.2012 - 09.2014
- Handled escalations and Medicare-related inquiries
- Responded to members, providers, and others via phone and email
- Demonstrated strong customer care, empathy, and professionalism
- Recorded, investigated, and resolved grievance cases
- Educated members on health plan procedures
- Supported new-hire training and policy updates
Education
Medical Assistant - undefined
National Institute of Technology
Houston, TX01.2006
High School Diploma - undefined
Heights High School
Houston, TX01.2004
Skills
- Proficient in Microsoft Word, PowerPoint, and Excel
- Fast and accurate typing skills
- Ability to work independently or as part of a team
- Quick learner with excellent adaptability
- HIPAA Certified – experienced handling confidential patient information
- Strong communication, troubleshooting, and organizational skills
Timeline
Branch Coordinator
Apria Healthcare
11.2019 - Current
Customer Service Representative
Aclara
05.2017 - 06.2019
Customer Service Representative
Extremetix
03.2015 - 05.2017
Customer Communication Specialist
Coventry (Aetna)
03.2012 - 09.2014
Medical Assistant - undefined
National Institute of Technology
High School Diploma - undefined
Heights High School