Leticia Avila-Cruz
Denver,CO
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
4
4
years of professional experience
Work History
MPHCP Administrative Professional
22nd Century Technologies
10.2023 - Current
- Provides patient centered care in a way that maintains cultural humility through effective communication and interaction with people across diverse cultures and through patients’ preferred language.
- Responsible for proper VFC eligibility screening and documentation procedures.
- Assist in verification of details for individual clinics, including times, address, population being served, vaccine types requested, and quantity of vaccine required.
- Reviews CIIS or patient-provided records to assess vaccines needed at each visit and screens for contraindications to vaccines.
- Follow and is familiar with all vaccine recommendations made by the Advisory Committee on Immunization Practices (ACIP).
- Updates and enters data into our vaccine administration system, Colorado Immunization Information System (CIIS), and internal trackers with administrative data from clinics in a timely manner.
- Monitored inventory levels and ordered office supplies as needed, maintaining optimal stock levels for uninterrupted workflow.
- Collaborated with cross-functional teams on strategic projects that required coordination of resources from multiple departments within the company.
- Assisted in developing policies and procedures related to document control processes which ensured proper storage retrieval of critical company information.
- Served as a liaison between staff, clients, and external partners, facilitating effective collaboration on various tasks.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Organized paperwork such as charts and reports for office and patient needs.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Documented information by maintaining daily logs and equipment record books.
- Reduced wait times for patients through effective scheduling and streamlined vaccination processes.
- Enhanced clinic efficiency by effectively managing vaccine inventory and maintaining accurate records.
- Collaborated with healthcare team members to ensure seamless delivery of immunization services.
- Ensured proper storage of vaccines, keeping them within recommended temperature ranges at all times to maintain effectiveness.
- Maintained patient confidentiality while accurately documenting vaccine administration records in electronic health systems.
Medical Call Center Representative/Medical Receptionist
Stride CHC
08.2022 - 10.2023
- The centralized call center schedules appointments and distributes information to STRIDE CHC clients regarding services and programs while providing patients with quality customer service
- In this role my Essential Duties/Responsibilities were :
- Answer 100 calls or more per day calls from patients and partners regarding scheduling medical and dental appointments for new and established patients, medication refills, general questions, etc
- Identify customer needs, clarified information, builds sustainable relationships and engaged customers by going the extra mile
- Keep accurate records of conversations and communicate effectively with clinic staff
- Ensure one call resolution whenever possible and provide a connection to clinic staff when needed
- Provide excellent customer service to all internal and external customers
- Meet personal and team qualitative and quantitative requirements
- Schedule and cancel appointments according to preset scheduling guidelines
- Answer general questions about STRIDE CHC
- Inform and guide patients to resources within or outside of STRIDE CHC
- Assist callers to STRIDE CHC with medical records requests and specialty referral requests
- Route messages to clinic staff following STRIDE CHC policies and procedures
- Maintain communications and collaborate with patient, physician, payer representative and STRIDE CHC staff
- Make outbound calls to patients as directed by CCC Management
- Respond to messages in the STRIDE CHC Patient Portal
- Enter and update patient information into patient’s Electronic Health Record
- Meet required monthly metrics and goals
- Stay up to date on all organizational and departmental means of communication (e-mail, Teams, Instant Messaging, etc.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Checked patient insurance, demographic, and health history to keep information current.
Administrative Assistant/Operations Manager
Mobile Health
09.2021 - 07.2022
- Assures confidentiality of records at all times
- Assists with daily operation of the office to include maintenance of program databases, report completion, required data submission, and directing to resources necessary to answer questions about program specifics
- Communicates with program participants and other community partners (families, local district, staff, community, and State officials
- Manages all administrative functions ( coordination of calendars, reports, coordinate communications) Assists with the systematic process of project management and meeting deadlines Composes and/or transcribes from rough draft: correspondence, bulletins, spreadsheets, reports and other confidential material Proofreads documents, reports, and brochures for accuracy, grammar, punctuation, and professionalism
- Generates confidential reports for internal and external distribution
- Reports back to State officials with needs & updates on schools
- Expert use in Office 360, Google , Monday.com/Slack.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Medical Receptionist
BPL Plasma
12.2020 - 08.2021
- Followed all Standard Operating Procedures (SOPs), regulatory policies and procedures, employee handbook and responsible for remaining current on SOP changes
- Attended Staff Meetings and other team meetings, as required
- Provided a high level of customer service and strove to meet all production goals
- Ensured all donor questions were answered timely, accurately and professionally
- Alerted Supervisor of donor flow issues
- Maintained a clean, orderly and efficient work environment and ensured sufficient operating supplies are available as needed
- Followed all Health Safety & Environmental and Occupational Safety and Health Administration (OSHA) policies and procedures
- Prepared equipment by performing PQ/calibrations and verifying required maintenance has been performed as outlined in the SOP
- Maintained data integrity and confidentiality of all personnel, donor and center information
- Explained center policies & rules, educate new donors on the use of therapeutic products made from plasma, donation process, proper nutrition, donor fee structure, bonuses, center promotions, and any other information pertinent to the donor
- Answered the telephone and provides information or transfer calls to appropriate personnel
- Operated computer systems including National Donor Deferral Registry (NDDR) system and Cross Donation Check System (CDCS)
- Registered applicant donors or assists qualified donors in completing the screening process, assesses the self-administered health history, refers donors to medical staff when appropriate and performs health screening procedures such as blood pressure, pulse, weight, temperature
- Performed finger sticks to obtain a sample to obtain hematocrit and total protein level
- Maintained alertness and awareness to any reaction a donor may have during/after the process and notifies appropriate Medical staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
Universal Banker
Academy Bank
04.2020 - 12.2020
- Delivered Fast, Easy, and Personal customer service consistent with company’s standards with each customer and associate interaction
- Worked as part of a team of customer-facing associates who exhibit a strong professional and customer-focused orientation in all customer interactions
- Provided front-line customer support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat or other Digital Banking Channels
- Received, processed, and fulfilled customer requests and product applications submitted through web forms, via email, fax, electronic support forms, and account applications, for all institutions
- Processed customer support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquires, Account Information
- Close accounts, Password Resets etc
- Performed all tasks necessary to establish new accounts: Performed all due diligence required for new accounts, process applications, and delivered fulfillment materials, and uploaded approved accounts
- Performed all tasks necessary to process secured credit card collateral accounts and referred applications to the credit department for further processing
- Ethically conducted operational tasks related to protecting customer and bank assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining and ensuring the accuracy of all regulatory and procedural documentation
- Kept all customer information and bank trade secrets and business records as confidential, and followed all company policies for communication with clients, vendors and associates
- Engaged with customers in a professional and friendly manner while providing a positive brand experience during each customer interaction
- Processed bank transactions including check cashing, withdrawals, account inquires and other transactions and inquiries in accordance with bank policies and procedures
- Maintained current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee Handbook policies; and Operations, Audit, and Security policies, through regular and thorough training
- Assisted with troubleshooting and issue resolution tasks associated with Interactive Teller Machines and liaise appropriately with center management, branch, operations, and IT staff in problem identification and resolution
- Performed administrative tasks as assigned
- Worked with individuals in other departments (retail branches, customer care, online banking, and customer relations) to address Universal Teller Center customer service issues and escalations
- Maintained customer confidentiality.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
Education
High school diploma -
Aurora west College Preparatory Academy
Aurora, CO05.2018
Skills
- Assistant Manager Experience
- Computer Operation
- Merchandising
- Store Management Experience
- Time Management
- Retail Management
- Computer Skills
- Cash Handling
- Basic Math
- Sales Experience
- Upselling
- POS
- Retail Sales
- Communication Skills
- Cashiering
- Customer Service
- Shift Management
- Banking
- Organizational Skills
- Inventory Control
- Serving Experience
- Microsoft Office
- Medical scheduling
- Medical office experience
- Medical receptionist
- Medical terminology
- HIPAA
- Medical Records
- Multi-line Phone Systems
- Verbal Communication
- File Organization
- Scheduling appointments
- Document Management
- Critical Thinking
- Customer and client relations
- Laboratory safety protocols
- Lab equipment maintenance
- Safety Compliance
- Medical Terminology
Languages
Spanish
Native or Bilingual
Timeline
MPHCP Administrative Professional
22nd Century Technologies
10.2023 - Current
Medical Call Center Representative/Medical Receptionist
Stride CHC
08.2022 - 10.2023
Administrative Assistant/Operations Manager
Mobile Health
09.2021 - 07.2022
Medical Receptionist
BPL Plasma
12.2020 - 08.2021
Universal Banker
Academy Bank
04.2020 - 12.2020
High school diploma -
Aurora west College Preparatory Academy