Jacquekeem Cruz
Murfreesboro,NC
Summary
Adept at navigating high-stress environments, I leveraged my problem-solving and critical thinking skills at QVC Customer Service to enhance customer loyalty and streamline dispute resolution. My proficiency in data entry and active listening has consistently improved operational efficiency and patient satisfaction across healthcare and emergency response roles.
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
QVC Customer Service
09.2023 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Patient Access Representative PRN
Roanoke Chowan Community Health Center
04.2023 - 05.2023
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
E-911 Dispatcher
Town Of Hertford County
09.2022 - 03.2023
- Promoted a safe community by monitoring multiple radio frequencies for responder updates and relevant information.
- Streamlined emergency response efforts by maintaining up-to-date knowledge of jurisdiction boundaries, available resources, and relevant policies or procedures.
- Maintained composure under pressure to effectively address life-threatening situations and provide critical guidance to callers in distress.
- Increased situational awareness among responders by regularly updating incident statuses within the computer-aided dispatch system.
- Demonstrated empathy and professionalism when interacting with distraught individuals during difficult calls.
- Maintained strict confidentiality when handling sensitive caller information in accordance with applicable laws and regulations.
Patient Service Representative
Bon Secours Mercy Maryview Medical Center
09.2017 - 09.2022
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Built and maintained positive working relationships with patients and staff.
- Balanced deposits and credit card payments each day.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Trained new staff on filing, phone etiquette and other office duties.
- Served as a liaison between patients, physicians, nurses, and administrative staff to facilitate smooth operations within the clinic or healthcare facility.
- Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
ED Unit Secretary
Mary Immaculate Hospital, Newport News
05.2016 - 08.2017
- Streamlined workflows for nurses and doctors by accurately maintaining patient charts and updating information as needed.
- Increased ER efficiency with prompt communication between medical professionals regarding patient updates.
- Ensured HIPAA compliance while handling sensitive patient information with utmost confidentiality and discretion.
- Assisted in reducing wait times by promptly answering phone calls, directing inquiries, and routing messages to appropriate personnel.
- Enhanced patient care by efficiently managing medical records and transcribing physician orders.
- Managed daily census reports, allowing hospital administration to track key performance indicators effectively.
- Assisted in quality improvement initiatives by providing feedback on department procedures based on firsthand observations within the ER unit secretary role.
- Expedited insurance verification processes by gathering accurate information from patients upon arrival.
- Supported clinical staff by scheduling diagnostic tests, specialist consultations, and follow-up appointments in a timely manner.
- Expedited patient care by entering physician orders into computer systems, reducing the likelihood of errors and ensuring prompt treatment delivery.
- Coordinated interpreter services when necessary to facilitate proper communication between healthcare providers and non-English speaking patients or family members during critical moments of care delivery process in the emergency room context.
Medical Office Assistant
Mount Sinai Health System
08.2006 - 08.2016
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Registered patients and completed associated paperwork for accurate records.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Provided prompt, polite and professional in-person and telephone customer service.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
- Supported administrative tasks such as ordering supplies, inventory management, and filing medical documents for streamlined office workflow.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Improved patient satisfaction by efficiently scheduling appointments and managing patient records.
- Reduced wait times for patients through effective appointment scheduling and efficient front desk management.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Precepted newly hired medical assistants to train each on office procedures and important tasks.
Education
High School Diploma -
Hertford County High School
Ahoskie, NC01-1989
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Administrative Support
- Microsoft Office Suite
- Scheduling
- Follow-up skills
Certification
HIPPA Compliance Certification
EPIC
BLS CPR AND First Aid
IDC 9 and 10
Timeline
Customer Service Representative
QVC Customer Service
09.2023 - 10.2024
Patient Access Representative PRN
Roanoke Chowan Community Health Center
04.2023 - 05.2023
E-911 Dispatcher
Town Of Hertford County
09.2022 - 03.2023
Patient Service Representative
Bon Secours Mercy Maryview Medical Center
09.2017 - 09.2022
ED Unit Secretary
Mary Immaculate Hospital, Newport News
05.2016 - 08.2017
Medical Office Assistant
Mount Sinai Health System
08.2006 - 08.2016
High School Diploma -
Hertford County High School
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