ANTOINETTE GARDNER
ORLANDO,FL
Summary
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
11
11
years of professional experience
Work History
Medical Office Representative
AdventHealth
04.2025 - Current
- Managed patient check-in and scheduling processes to enhance operational efficiency.
- Coordinated insurance verification and authorizations for seamless patient service delivery.
- Processed patient records and maintained confidentiality in compliance with HIPAA regulations.
- Assisted in resolving patient inquiries and complaints to improve overall satisfaction rates.
Member Service Representative
USF FEDERAL CREDIT UNION
03.2024 - Current
- Prepare and send essential documents via DocuSign for skip payment requests.
- Possesses extensive knowledge of baking products, loans, mortgages, and credit card operations.
- Collaborated with multiple departments, ensuring seamless resolution of complex cases.
- Adhered to company policies and standards during all member interactions.
Patient Care Coordinator
KROGER SPECIALTY PHARMACY
09.2019 - 05.2020
- Delivered outstanding customer service by resolving concerns and answering questions.
- Managed resolution of caller concerns and conducted routine outbound calls.
- Maintained strict adherence to HIPAA guidelines for handling patient data.
- Delivered outstanding customer service by resolving concerns, responding to inquiries, and ensuring patient satisfaction with their care experience.
Service Center Representative
SEDGEWICK
09.2018 - 06.2019
- Served as liaison with callers, adhering to client specifications.
- Informed customers via multiple channels about documentation for claim processing, time frames, payment information, and status.
- Accurately entered verbal and written application information to meet internal and external customer requirements into the claims management system.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
Quality Assurance Analyst
TELETECH
11.2017 - 09.2018
- Ensured adherence to processes and verified call information accuracy.
- Consistently upheld daily productivity and quality criteria.
- Identified inefficiencies within the quality assurance process.
- Conducted trend analysis to uncover agent growth opportunities.
- Delivered qualitative feedback promptly on evaluation forms.
Client Service Specialist
BB&T BANK
04.2015 - 10.2017
- Handled inbound client calls with punctuality, precision, professionalism and courtesy.
- Address client concerns effectively.
- Minimized bank losses through diligent client verification during calls.
- Detected potential identity theft and escalated for further investigation.
- Delivered exceptional service through efficient client support with focus on minimizing client effort.
- Managed 120 or more calls per day from customers
Education
High School Diploma -
OCPS
Orlando, FL12-2011
Skills
- Adaptability
- Telephone Etiquette
- Computer Literacy
Timeline
Medical Office Representative
AdventHealth
04.2025 - Current
Member Service Representative
USF FEDERAL CREDIT UNION
03.2024 - Current
Patient Care Coordinator
KROGER SPECIALTY PHARMACY
09.2019 - 05.2020
Service Center Representative
SEDGEWICK
09.2018 - 06.2019
Quality Assurance Analyst
TELETECH
11.2017 - 09.2018
Client Service Specialist
BB&T BANK
04.2015 - 10.2017
High School Diploma -
OCPS