Leticia Ruiz
Deer Park,TX
Websites
Summary
Bilingual and talented professional promoting excellent customer service and detail oriented through a career spent successfully improving weaknesses. Highly organized, proactive and punctual with team oriented mentality. Looking for a position where poise and striving for excellence will be highly valued.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Texas Works Supervisor
Texas Health and Human Services
Pasadena, TX
06.2021 - 10.2023
- Processed Medicaid, Adult Medicaid, SNAP and TANF.
- Handled processing of client applications and followed confidentiality procedures to keep data safe.
- Took part in staff trainings, workshops and meetings to build upon developed skills set and gain better understanding of tasks and responsibilities.
- Attended meetings and participated in staff development training activities.
- Interviewed clients in order to conduct needs assessments and determine eligibility for benefits.
- Completed accurate legible documentation for client profile as outlined by policy, reports and observations.
- Prepared documents necessary to initiate, continue and modify public assistance.
- Discussed rights and responsibilities associated with public assistance with applicants.
- Interviewed applicants to verify information eligibility for public assistance.
- Supported applicants in completing documents with accuracy for human service programs.
- Analyzed numerical and narrative data from automated system to interpret eligibility determinations.
- Processed benefit computations and under or overpayment adjustments.
- Contacted applicants to discuss discrepancies updated with correct information.
- Address complaints and customer concerns
Call Center Representative
Community Health Choice
Houston, TX
10.2020 - 06.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Consulted with customers to resolve service and billing issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses, and contact information within call management databases.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Managed high-volume of inbound and outbound customer calls.
Enumerator
US Census Bureau
Houston, TX
03.2020 - 06.2021
- Compiled and reviewed team questionnaire submissions for completeness and accuracy at end of each day, marking incomplete or problematic surveys for further evaluation.
- Double-checked team questionnaires and submissions to promote completeness and viability.
- Distributed assignments to enumerators and submitted completed assignments to supervisors.
- Located and approached households and requested participation in census interview, thoroughly explaining process and purpose.
- Generated accurate and complete reports and case summaries and compiled work records, including required statistics.
- Contacted assigned citizens through mail, email or phone to obtain and correct census data.
- Provided assistance to non-English speakers in translating census materials, verifying comprehension.
- Promoted census significance and rights of participation to prospective interviewees through follow-up calls or in-person visits to address non-responsive initial interview.
- Explained survey functions and objectives.
- Addressed non-responsive initial interviews by informing census interviewees on importance of rights of participation.
- Maintained confidentiality when addressing sensitive information with tact and diplomacy.
- Communicated clearly and listened attentively throughout the interview process to facilitate the exchange of information.
- Utilized script for on-demand phone project assignment to deliver surveys to recipients.
Medical Assistant
Occupational Health Solutions Inc.
Fort Worth, TX
07.2007 - 02.2011
- Assisted physicians by preparing patients for procedures, including EKGs, phlebotomy, glucose testing and pulmonary function tests.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
- Monitored medical supply levels to confirm sufficient stock, promptly placing replenishment orders before depletion.
- Printed and filed examination data records according to HIPAA patient standards.
- Acted as liaison between physician and patient, answering questions and delivering test results.
- Assisted patients in preparation for examinations, assessing and recording vital signs.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Tracked and managed inventory for exam rooms and maintained vaccine and expiration logs.
- Organized charts, documents and supplies to maintain team efficiency.
- Improved patient care and daily task efficiency resulting in smoother operations.
- Verified type of radiology procedure prior to exams using HIPAA guidelines for two identifiers.
- Sterilized instruments and disposed of contaminated supplies in adherence to OSHA regulations.
- Completed clinical documentation in accordance with agency guidelines.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analyses.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Installed and calibrated biomedical equipment to maintain accuracy levels.
- Performed front desk duties, including answering phones, scheduling appointments, greeting patients and ordering supplies.
- Scheduled appointments for patients via phone and in person.
Interviewer
LifeSource Blood Service
Chicago, IL
10.2005 - 03.2006
- Developed practical and comprehensive lines of questioning to encourage communication with the subject of the interview.
- Focused and observant of individuals' verbal and non-verbal communication cues such as tone, inflection and body language.
- Communicated clearly and listened attentively throughout the interview process to facilitate the exchange of information.
- Entered participant data into databases.
- Verified that interviewees completed survey fully before concluding interview.
- Interviewed potential participants to determine eligibility.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Improved operations by working with team members and customers to find workable solutions.
Education
Associate of Arts - Elementary Education
San Jacinto Community College
Pasadena, TX06.2019
Associate of Applied Science -
San Jacinto Community College
Pasadena, TX12.2018
Medical Assistant -
Pima Medical Institute
National City, CA01.2006
Skills
- Call Center
- Service-oriented mindset
- Confidentiality expert
- Client interaction
- Administering interviews
- Organization and efficiency
- Scheduling participants
- Community Outreach
- Recordkeeping
- Confidential data protection
- Data collection
- Bilingual
- Multitasking
- Client education
- Community Engagement
- Meticulous attention to detail
- Error identification
- Verifying data accuracy
- Collecting information
- Data Entry
- Strong problem solver
- Quality Assurance
- Informational Resources
- Strong interpersonal skills
- Customer service-oriented
- Critical thinker
- Information Storage
- Benefits administration
- Relationship building
- Eligibility requirements
- Effective customer communication
Affiliations
- Member, Alumni Association
- 3.51 GPA
- Dean's list 2018
- Member of Phi Theta Kappa Honor
- President of Spanish Cultural Club
- Most outstanding Officer of the Spanish Cultural Club
- Academic Award
- Perfect Attendance
Certification
- First Aid/CPR
- Emerging Leaders
References
- Naara Maldonado
North Chicago IL, 60064
224-422-8589
Teacher Aid
- Yesenia Chavez
Pasadena TX
713-822-9087
Spanish Professor
- Sarah Medilla
Deer Park TX
832-580-0965
Medical Assistant
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Texas Works Supervisor
Texas Health and Human Services
06.2021 - 10.2023
Call Center Representative
Community Health Choice
10.2020 - 06.2021
Enumerator
US Census Bureau
03.2020 - 06.2021
Medical Assistant
Occupational Health Solutions Inc.
07.2007 - 02.2011
Interviewer
LifeSource Blood Service
10.2005 - 03.2006
Associate of Arts - Elementary Education
San Jacinto Community College
Associate of Applied Science -
San Jacinto Community College
Medical Assistant -
Pima Medical Institute
- First Aid/CPR
- Emerging Leaders
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