Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Natalie Cruz

Bronx

Summary

Dedicated and results-driven professional with a proven track record in administrative, managerial, and patient coordination roles. Seeking to leverage my strong organizational, interpersonal, and leadership skills to contribute effectively to a dynamic team and drive operational excellence. Committed to delivering exceptional administrative support, fostering team collaboration, and ensuring optimal patient experiences. Eager to apply my expertise in process improvement, team management, and patient care coordination to enhance efficiency and exceed organizational goals.

Overview

13
13
years of professional experience

Work History

Front Desk Treatment Coordinator

Sky Dental
03.2024 - Current
  • Educated patients on dental benefits and coordinated proper payment with insurance companies.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Scheduled treatments, managed pre-certifications and verified insurance coverage.

Treatment Coordinator

Diamond Braces
08.2022 - 03.2024
  • Create individualized treatment plans based on patient specific needs and doctor recommendations
  • Reviewing insurance coverage or billing patients for services rendered
  • Document patient progress, questions or concerns in charts or computer databases
  • Scheduling appointments with patients and maintaining contact with them throughout their treatment
  • Negotiated payment terms with customers in accordance with established guidelines to minimize collection agency potential
  • Follow up on patients who have financial debt and create a payment plan to avoid patients going to collections
  • Collaborate with both clinical & operational teams to effectively manage daily patient flow and provide communication and information to the appropriate individuals
  • Adhere to confidentiality, State, Federal, and HIPAA laws and guidelines with regard to patient record
  • Welcomed patients upon arrival, communicated patient arrivals to team and managed patient visit expectations.

Receptionist/Bill Collector

Auto
04.2020 - 08.2022
  • Delivered range of basic and advanced clerical support for daily and special project needs
  • Located requested information for different topics by conducting physical or digital searches
  • Exceeded monthly goal with over $10,000 collected in debt within seven days
  • Scheduled meetings, trips and appointments for team and maintained master calendar
  • Met legal requirements by correctly completing important forms
  • Organized and updated file systems, keeping records easily retrievable.

General Manager

Lucille Roberts Health Clubs
09.2016 - 03.2020
  • Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans
  • Helped team members tackle daily workloads with confidence through empowered training and motivational strategies
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications
  • Strategized long-term business needs while generating guest relations feedback for process improvements
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention
  • Deployed solid budget control strategies to achieve revenue and profit targets
  • Analyzed product costs, schedules, GEX classes and Personal Training Small group trainings to drive business decisions
  • Directed successful turnaround, eliminating over $8,000 in debt within 3 business days
  • Scheduled staff shifts to guarantee adequate capacity for ideal operations.

Customer Service Manager

Lucille Roberts Health Clubs
09.2011 - 09.2016
  • Maintained revenue streams by exhausting every option before offering refunds
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery
  • Developed open and professional relationships with team members, enabling better, more effective customer service
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Worked with Business Manager to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction
  • Evaluated customer account information to assess current issues and determine potential solutions
  • Managed day-to-day operations, including supervision and assignment delegation for team members
  • Resolved average of 132 inquiries per week to consistently meet performance benchmarks, including speed, accuracy, and volume.

Education

High School Diploma -

Philip Randolph Campus High School

Skills

  • Leadership
  • Administrative Support
  • Customer Service
  • HIPAA Protocol Adherence
  • Strong Communication
  • Organizational Skills
  • Microsoft Office Suite
  • Problem Solving
  • Detail Oriented

References

Liliana Charria, (917) 607-0315

Timeline

Front Desk Treatment Coordinator

Sky Dental
03.2024 - Current

Treatment Coordinator

Diamond Braces
08.2022 - 03.2024

Receptionist/Bill Collector

Auto
04.2020 - 08.2022

General Manager

Lucille Roberts Health Clubs
09.2016 - 03.2020

Customer Service Manager

Lucille Roberts Health Clubs
09.2011 - 09.2016

High School Diploma -

Philip Randolph Campus High School

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Natalie Cruz