Congrats Edson Cruz, HealthWorks 360 Allstar!
HealthWorks 360 (HW360) is a model that is all about enhancing patient care access in our health centers. We are happy to celebrate our first HW360 Allstar, Edson Cruz, for embodying high performance and his dedication to supporting patients at Westside. We sat down with Edson to learn more about him and his approach to supporting patients.
Q: How long have you worked at Housing Works?
A: I started working at Housing Works in 2024, and up until now, it has been an enriching experience. I've had the chance to really work with patients and also be able to use my creative background to apply to practicing in ways that are effective for outreach and engagement.
Q: Where are you based?
A: I'm stationed at the clinic on West 48th Street, where I am an Outreach Specialist.
Q: What's a fun fact about you?
A: I previously worked in advertising and social media, so for me, outreach calls are like mini-campaigns — it's all about connection. And I have a weakness for clean design. I won't say that I judge flyers… but I do like a good layout.
Q: What's one thing you like about working at Housing Works?
A: The mission brought me here, but the staff makes it real. There is this collective commitment to assisting patients that surfaces in large and small ways. I've also enjoyed being able to contribute my creativity and bridge it into outreach — from campaign concepts to how we interact with patients on a daily basis.
Q: What's your approach to confirmation calls?
A: Half instinct, half planning. I always review the patient's chart ahead of time so I'm not walking in blind. Then I scale my tone and pace to the individual — some need to talk, some just need the facts. I've rehearsed staying calm, listening for tells, and where people are at. And if I can add a little bit of warmth or humor to light up the experience, I do it.
Q: What's one piece of advice about HW360 you would give to a staff person who is new?
A: Don't sell short the impact of small things on people. A kind word, a timely text message follow-up, or just listening will shift a patient's perception of care.
Q: Anything else you want to share?
A: Prior to entering the work force at Housing Works, I spent five years in medical education and more than ten years in digital marketing. I hold a BA in Advertising from NYIT with an emphasis on email marketing, social media management, and community management — about 14 years of experience total in building trust and relationships. And now, I get to actually put that experience together with what I'm doing here. Whether it's over the phone or through a creative advertising campaign, I want patients to feel like they're seen and not alone. I'm looking forward to growing within the company and helping us continue to innovate how we engage with patients and the community.
