Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

CLAUDIA LANUZA

Lakeland

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

17
17
years of professional experience

Work History

Patient Services Coordinator

PT Solutions/ AdventHealth Tampa
06.2024 - 09.2025
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
  • Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
  • Contacted insurance company to verify patient coverage before visit.
  • Inputted accurate patient insurance, billing, and payment information in EPIC.
  • Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
  • Respected patients by recognizing rights and maintaining confidentiality.
  • Collected time of service payments and issued receipts.
  • Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
  • Scheduled appointments to enter appointment date and time into computerized scheduler.
  • Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
  • Communicated with primary care offices and insurance companies to obtain authorization.
  • Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.

Training Ambassador for Sortation Associates

Amazon Fulfillment Center
11.2022 - 11.2023
  • Used pallet jacks to move items to and from warehouse locations.
  • Received deliveries, scanned packages and updated orders in internal database.
  • Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
  • Informed upper management or department heads of items loaded or problems encountered.
  • Scanned and sorted packages according to destinations and service type using handheld scanner.
  • Sorted packages to appropriate slide, line or belt for final distribution.
  • Assisted in loading delivery trucks with prepared packages.
  • Resolved conveyor system issues by clearing jams and blockages.
  • Loaded completed orders on pallets according to delivery numbers.
  • Examined and inspected containers, materials and products to meet packing specifications.
  • Placed bins, carts and containers in convenient locations to assist with loading efficiency.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Inspired employees to exceed goals for productivity, highlighting incentives for favorable performance.
  • Organized re-certification and refresher courses on-schedule according to legal requirements and company policy.
  • Provided coaching and mentoring to employees.

Order Control/Customer Service Associate

Rooms To Go Distribution Center
08.2022 - 10.2022
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled billing and payment issues by following guidelines and resolving disputes.

Medical Assistant/Front Desk Receptionist

GenesisCare
03.2015 - 05.2021
  • Supported administrative and healthcare staff, providing order fulfillment and inventory management services to ease operations.
  • Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.
  • Compiled physical and digital documents, charts and reports to meet business and patient need.
  • Conducted patient intake interviews to collect medical information and insurance details.
  • Pulled patient charts for upcoming appointments.
  • Scanned incoming documentation.
  • Maintained accurate records and reports regarding patients’ histories and progress, services provided and other required information.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
  • Maintained clean and organized work area with adequate supplies and reagents.
  • Reviewed patients’ insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.

Front End Supervisor

Ross Stores Inc
09.2010 - 08.2014
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Promoted store loyalty program to increase customer service engagement.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Trained newly hired sales team in upselling techniques.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Experience and drive consistent sales.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Enhanced sales by implementing merchandising and promotional improvements.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Taught junior employees how to meet operational and sales goals with proactive strategies.
  • Controlled cash movements and department expenses to maintain budgetary goals.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

Medical Assistant

Pediatric Consultants of Kendall
01.2009 - 04.2012
  • Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
  • Experienced in front and back offices, controlling patient flow, collecting payments and assisting in delivery of quality healthcare.
  • Contacted pharmacies to submit and refill patients’ prescriptions.
  • Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
  • Promoted continuity of care by accurately and completely communicating patient status to fellow caregivers.
  • Sterilized instruments and disposed of contaminated supplies in adherence to OSHA regulations.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Performed front desk duties, including answering phones, scheduling appointments, greeting patients and ordering supplies.
  • Educated patients about medications, procedures and physician’s instructions.
  • Assisted patients in preparation for examinations, assessing and recording vital signs.

Education

Associate of Science - Medical Assistant

MedVance Institute
Miami, FL
05.2009

High School Diploma - undefined

Felix Varela Senior High School
Miami, FL
06.2004

Skills

  • Proficient in Microsoft Office, Intergy, Intergy EHR, PenRad, S-Fax, EPIC, Vyne(fax software), Leading Reach and Availity
  • Follow-up care coordination
  • Insurance verification
  • Phone and email etiquette
  • Money handling
  • EMR updating
  • Referral coordination
  • HIPAA compliance
  • Intake assessment
  • Scheduling diagnostic procedures
  • Friendly and outgoing
  • Strong organization
  • Patient confidentiality
  • Appointment scheduling
  • Patient registration
  • Patient callbacks
  • Records maintenance
  • Telephone etiquette
  • Records management
  • Friendly, positive attitude
  • Organizational skills
  • Microsoft Office
  • Training & Development
  • Fluent in Spanish
  • Supervision & Leadership
  • Friendly, Positive Attitude
  • Customer Service

Languages

Fluent in Spanish

Timeline

Patient Services Coordinator

PT Solutions/ AdventHealth Tampa
06.2024 - 09.2025

Training Ambassador for Sortation Associates

Amazon Fulfillment Center
11.2022 - 11.2023

Order Control/Customer Service Associate

Rooms To Go Distribution Center
08.2022 - 10.2022

Medical Assistant/Front Desk Receptionist

GenesisCare
03.2015 - 05.2021

Front End Supervisor

Ross Stores Inc
09.2010 - 08.2014

Medical Assistant

Pediatric Consultants of Kendall
01.2009 - 04.2012

High School Diploma - undefined

Felix Varela Senior High School

Associate of Science - Medical Assistant

MedVance Institute

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