ZULEYKA CRUZ
Edison,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience the customer service and healthcare industry .Seeking to expand my knowledge and obtain new skills. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Medical Assistant
Rutgers, The State University Of New Jersey
07.2018 - Current
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Ensured patient satisfaction by promptly addressing concerns, answering questions, and providing exceptional customer service.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Demonstrated expertise in specimen collection, and basic laboratory testing procedures to support accurate diagnosis and treatment decisions.
- Assisted physicians and nurses with clinical procedures following safe practices.
- Precepted newly hired medical assistants to train each on office procedures and important tasks.
- Documented patient information in EMR and prepared paperwork for medical staff.
- Promoted a positive clinic atmosphere by fostering open communication, actively participating in staff meetings, and providing constructive feedback on clinic operations.
Medical Assistant Surgery Department
Rutgers University
12.2016 - 07.2018
- Obtained client medical history, medication information, symptoms, and allergies.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Assist Nurse and Physician in any way to maintain patient care at its best.
- Sanitized, restocked, and organized exam rooms and medical equipment.
Medical Assistant
Faith Family Health Care
05.2014 - 12.2016
- Front desk duties including setting up patient charts, filing, answering phones, faxing, call to obtain prior authorizations to insurance companies for and organizing patient notes for doctor’s to review
- Maintained accurate records of patient care, condition, progress and concerns
- Monitored vital signs, such as blood pressure and pulse
- Tested and recorded blood glucose levels
- Excelled at working hands on with patients to check them in, take vitals, perform EKGs, PFT’s, performed Strep throat cultures, Urinalysis, and injections.
Customer Service Manager
Wal-Mart
06.2010 - 12.2014
- Responsible for maintaining proper documents and inventory.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Medical Assistant
Doctor Care Associates
12.2013 - 02.2014
- Excelled at working hands on with patients to check them in, take vitals, perform EKGs, PFT’s, performed Strep throat cultures, Urinalysis, and injections
- Built a strong working relationship with entire staff including 4 doctors and entire office staff
- Front desk duties included setting up patient charts, filing, answering phones, and organizing patient notes for doctor’s review.
Education
Associate in Allied Health -
Middlesex County College
Edison, NJ01.2017
Medical Assistant Diploma -
Everest Institute
South Plainfield, NJ01.2014
High School Diploma -
Miguel De Cervantes Saavedra
Bayamon, PR05.2007
Skills
- Bilingual (Spanish)
- CPR/First Aid certified
- Efficient and reliable team player
- Excellent communication skills
- Detail oriented
- Excellent time management
- Performance Improvement
- Critical thinking abilities
- Professionalism and Ethics
- Patient Care Coordination
- Documentation And Reporting
- Customer Needs Assessment
Certification
- OSHA/HIPAA Certification, Rutgers University, 2016
- CPR, American Heart Association, 2016
References
Upon request
Languages
Spanish
Native or Bilingual
Timeline
Lead Medical Assistant
Rutgers, The State University Of New Jersey
07.2018 - Current
Medical Assistant Surgery Department
Rutgers University
12.2016 - 07.2018
Medical Assistant
Faith Family Health Care
05.2014 - 12.2016
Medical Assistant
Doctor Care Associates
12.2013 - 02.2014
Customer Service Manager
Wal-Mart
06.2010 - 12.2014
Associate in Allied Health -
Middlesex County College
Medical Assistant Diploma -
Everest Institute
High School Diploma -
Miguel De Cervantes Saavedra
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