CRUCITA JALAPA
Albuquerque
Summary
Experience and results-driven professional with a strong background in leadership, management, customer support, collections and finance. Bilingual communicator with a track record of delivering exceptional customer service and building lasting client relationships. Adept at leading high-performing teams, optimizing business operations, and driving revenue growth. Skilled in financial analysis, budgeting, and strategic decision-making. Possessing over 5 years of customer-facing experience, consistently exceeding expectations in fast-paced environments. Seeking to leverage this diverse skill set to drive organizational success and achieve new heights of excellence.
Overview
9
9
years of professional experience
Work History
Client Engagement Specialist
TriCore Reference Laboratory
Albuquerque
02.2026 - Current
- Process medical records requests by verifying patient identifiers to ensure accuracy, HIPAA compliance, and patient confidentiality.
- Communicate critical laboratory results to provider offices via phone and secure messaging.
- Handle a high volume of inbound calls from patients, providers, and healthcare facilities.
- Schedule patient laboratory appointments accurately and efficiently.
- Process laboratory result requests for providers while maintaining patient confidentiality.
- Coordinate specimen add-on testing requests and verify specimen eligibility.
- Review and resolve laboratory exception reports to ensure timely and accurate processing.
- Answer general questions from patients and healthcare providers regarding laboratory services and testing.
- Transfer calls to the appropriate departments to ensure prompt resolution of inquiries.
- Contact laboratory departments to obtain additional information or clarify testing requests as needed.
- Navigate and utilize multiple laboratory information systems simultaneously while maintaining accuracy and efficiency.
- Deliver exceptional customer service while adhering to HIPAA regulations, laboratory policies, and quality
Collection Customer Service Representative
PSB
Minneota
09.2025 - 02.2026
- Processed customer payments and updated account records to ensure accurate billing and timely collections.
- Managed collections on patient health accounts with attention to compliance and customer service.
- Verified patient insurance coverage and benefits to support accurate claim processing.
- Coordinated with clinics to request charges, reconcile payments, and resolve billing discrepancies.
- Proficient with dual-monitor workflow; familiar with the Epic electronic health records (EHR) system.
Branch Manager
Sun Loan Company
Minneota
03.2017 - 09.2025
- Managed daily branch operations and ensured compliance with company policies.
- Supervised staff, providing training and support to enhance team performance.
- Developed strategies to improve customer service and client satisfaction levels.
- Operated and administered cash register and data entry expertise entering private and personal customer information
- Ensured that all contacts were recorded, recognized, confirmed, and solved efficiently
- Examined customer files to verify authenticity in preparation for state and company audits
- Delegated daily goals and tasks to up to four employees while coaching and training to ensure quality work from employees
- Provide excellent customer service to our customers in-person, online, and over the phone.
- Remained current with all state rules and regulations to make sure office complied with FCRA (Fair Credit
Reporting Act)
Education
Robert F Kennedy Charter School
Albuquerque, NMSkills
- Teamwork and collaboration
- Time management
- Multitasking
- Bilingual
- Communication
- Attention to detail
- Customer service
Timeline
Client Engagement Specialist
TriCore Reference Laboratory
02.2026 - Current
Collection Customer Service Representative
PSB
09.2025 - 02.2026
Branch Manager
Sun Loan Company
03.2017 - 09.2025
Robert F Kennedy Charter School