Alani Cruz
Oklahoma City
Summary
Dynamic and dedicated customer service representative with over 11 years of experience delivering exceptional support to customers and patients. Proven ability to communicate effectively with hospital staff and colleagues in a professional and compassionate manner. Eager to contribute customer service expertise in an environment prioritizing community well-being and team collaboration. Committed to enhancing the overall experience for clients and coworkers through a strong focus on empathy and effective problem-solving.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Admitting Registrar
OU Children's Hospital
01.2025 - Current
- Processed patient admissions efficiently using Epic software
- Verified insurance information to ensure accurate billing and coverage details.
- Coordinated with healthcare providers to streamline patient intake procedures.
- Essential Responsibilities: Interview patients at workstation or at bedside to obtain all necessary account information
- Ensure charts are completed and accurate
- Calculate and collect patient liable amounts
- Ensure that all necessary signatures are obtained for treatments
- Answer any questions and explains policies clearly
- Process patient charts according to paperwork flow needs and established productivity standards
- Contact the nursing staff for emergency medical needs and answer patient and visitor questions
- Secure all signatures necessary for treatments, release of medical information, assignment of insurance benefits, and payment of services from legally responsible parties
- Collect co-pays, deposits, and deductibles and documents collection status in the system
- Register and admit all patients
- Escort patient to his/her destination or refers patient to an available escort
- Activate all pre-registered patients that have reported for check-in
- Interpersonal skills - able to work effectively with other employees, patients and external parties
Customer Service / Gate Agent
American Airlines
09.2024 - Current
- Welcome and greet every single passenger I encounter
- Assist passengers during check-in, Pre-boarding, and boarding process
- Ensure flight is accurate before take-off to meet metrics
- Adjust the jet bridge for the proper meeting of incoming aircraft
- Assisting unaccompanied minors and the elderly
- Descalated many situations with upset passengers and helped them rebook their flights.
Optometrist Assistant
Variety Care
01.2014 - 01.2024
- Greeted customers daily
- Performed vision screenings
- Verified insurance and benefits before patient's appointments
- Performed cataracts and Glaucoma testing
- Handle confidential information and maintain their proper organization
- Explained offers and products to customers to ensure their satisfaction
- Translated patient's concerns to the provider daily to arrange adequate patient care
Order editor / Order puller
Hobby Lobby
01.2012 - 01.2014
- Logged merchandise damages
- Removed damaged items from inventory
- Recorded shortages and discrepancies to keep the record current and accurate
- Checked order accuracy for customer satisfaction
- Supported senior company leaders by delivering reports and assisting with morning huddles
Education
High School Diploma - Health Academy
Elizabeth Learning Center
01.2007
Phlebotomy Certification -
Phlebotomy USA
Oklahoma City12-2024
Skills
- Able to adjust to certain situations and customer needs
- Bilingual
- Good listening and communication skills
- Ability to work independently and as part of a team
- Established ability to de-escalate any hostile situation
- Ability to build relationships
- HIPAA compliance
- Teamwork orientation
- Patient confidentiality
- Patient registration
- Insurance verification
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
Certification
- Phlebotomy Certification
- CPR Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Admitting Registrar
OU Children's Hospital
01.2025 - Current
Customer Service / Gate Agent
American Airlines
09.2024 - Current
Optometrist Assistant
Variety Care
01.2014 - 01.2024
Order editor / Order puller
Hobby Lobby
01.2012 - 01.2014
High School Diploma - Health Academy
Elizabeth Learning Center
Phlebotomy Certification -
Phlebotomy USA