Jorge Cruz
New York,NY
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
19
19
years of professional experience
Work History
Patient Assistant Liaison
Mount Sinai
12.2019 - Current
- Navigate patients through World Trade Center Health Program- registering, certification processing, healthcare needs and benefits
- Work aside doctors to provide proper care and treatment plans for patients
- Manage aspects of patient scheduling for all their required health care needs
- Conduct worker compensation intakes for new Selikoff patients
- Primary point of contact for new members entering World Trade Center Program for all Mount Sinai locations
- Record and respond to all customer contacts and update in tracking system
- Manage and ensure appropriate follow up and closure for all customer contacts
- Educate members of available services
- Update all member demographic changes.
- Provided emotional support to patients and families, lending compassionate ear during difficult moments.
Customer Service Specialist III
MAXIMUS - The New York State of Health
11.2014 - 12.2019
- Providing high quality service to clients inquiring about health coverage
- Access, read and interpret data elements on all applicable MAXIMUS systems to provide support, resolve inquires and process enrollments, change Plans and enrollments as well as educate callers
- Process application for health care via telephone including building tax household, household income and eligibility determination
- Top quarterly performer obtaining 100% in QC through evaluations of internal and external feedback.
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Bilingual Assistant Technician
Zion’s Security
03.2011 - 02.2014
- Inspect installation sites and study work orders, building plans and installation manuals to determine requirements and installation procedures
- Install, maintain, or repair security systems alarm devices or related equipment, following blueprints of electrical layouts and building plans
- Mount and fasten control panels, door and window contacts, sensors, or video cameras and attach electrical and telephone wiring to connect components
- Feed cables through access holes, roof spaces, and cavity walls to reach fixture outlets; then position and terminate cables, wires and strapping
- Examine systems to locate problems, such as loose connections or broken insulation.
- Demonstrated excellent problem-solving skills in addressing complex issues that arose from language barriers or cultural misunderstandings.
Bilingual Internship
Isabella Geriatric Center
01.2007 - 12.2008
- Transported elderly patients to and from medical and recreational appointments
- Assisted head cook with preparation and serving of meals to patients and staff
- Prepare transmittals, memos, letters and other documents as needed.
Bilingual Internship
Columbia Presbyterian Hospital
02.2005 - 08.2006
- Assisted staff in filing documents and stocking medical supplies
- Transported blood specimen to varies location within the hospital
- Assisted in recording vital signs and monitor patients nutritional diet.
Skills
- Conflict Resolution
- Appointment Scheduling
- Cultural Sensitivity
- Medical terminology knowledge
- Time Management
- Documentation proficiency
- Healthcare Software Familiarity
- Multitasking and Organization
- Spanish Fluency
- Customer Service
Timeline
Patient Assistant Liaison
Mount Sinai
12.2019 - Current
Customer Service Specialist III
MAXIMUS - The New York State of Health
11.2014 - 12.2019
Bilingual Assistant Technician
Zion’s Security
03.2011 - 02.2014
Bilingual Internship
Isabella Geriatric Center
01.2007 - 12.2008
Bilingual Internship
Columbia Presbyterian Hospital
02.2005 - 08.2006