Antonia Haynes
Alpine,CA
Summary
Patient intake and DME support professional with a background in insurance verification, order processing, and issue resolution for healthcare customers. Supports timely service by handling calls, scheduling deliveries, documenting requests, and confirming account details. Brings steady follow-through, organized account management, and strong customer communication.
Overview
12
12
years of professional experience
Work History
Intake Specialist
Synapse Health
Skokie, Illinois
01.2024 - 08.2026
- Managed patient intake workflows for Synapse Health service requests and referrals.
- Collected new patient intake details, ensuring comprehensive understanding of personal information, medical history, current symptoms, medications, allergies, and insurance data.
- Verified insurance eligibility and coverage details for incoming intake cases.
- Created orders and coordinated with physicians to obtain necessary documentation for patient care.
- Updated patient records in intake systems and electronic health files, maintaining accuracy and compliance.
- Once the account was created, it was my job to create the order and reach out to the physician for the documents needed.
- Insurance and billing information added to patient account
- Worked in a remote setting, coordinating tasks and communications effectively.
DME Representative
Apria Healthcare
, Florida
01.2022 - 01.2024
- Assisted Apria Healthcare customers with respiratory equipment orders and service questions.
- Scheduled Apria Healthcare deliveries for oxygen, CPAP, and home medical supplies.
- Verified patient information and insurance details for Apria Healthcare accounts.
- Coordinated technician schedules for equipment setup and pickup.
- Exhibited exceptional problem-solving skills, ensuring all customer issues were swiftly and effectively addressed.
- Resolved customer concerns with courteous support and clear communication.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Explained Apria Healthcare policies, rental terms, and equipment usage instructions.
- Managed incoming phone calls, directing them efficiently to appropriate personnel or departments.
DME Representative
Intermountain Healthcare
South Jordan, UT
01.2020 - 01.2022
- Supported customer and patient correspondence while researching insurance and benefit coverage for durable medical equipment.
- Coordinated delivery schedules to support timely service.
- Resolved customer complaints professionally to help rebuild confidence and reduce risk of lost business.
- Delivered strong customer service and helped create a warm, welcoming experience for customers.
- Scheduled appointments and routed cases to appropriate departments.
- Answered client questions with clear, professional communication.
- Collected payments from patients or third-party payers according to established policies.
Inside Sales/ Renewal Sales
Mitchell 1 - Snap On Tools
San Diego, CA
01.2015 - 01.2021
- Coordinated Shopkey Pro training sessions and ensured accuracy of account information through regular communication with salesmen and account executives. Responded promptly to customer inquiries about products, prices, and availability, staying updated on offerings to enhance customer service and support sales. Collaborated with outside sales reps, marketing, and various departments to generate leads and close sales.
- Surpassed sales goals and quotas consistently, directly contributing to overall company revenue.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
Customer Service Rep/ Customer Retention Admin/Customer Support
Mitchell 1 - Snap On Tools
San Diego, CA
01.2015 - 01.2018
- Handled 50-100 incoming calls daily, resolving customer billing inquiries and facilitating payment transactions. Delivered product feature and contract term information. Evaluated service cancellation requests through thorough investigations, analyzing sales calls, data, and product usage. Submitted assessment findings to higher-level personnel for final decisions while ensuring compliance with legal scripting requirements.
- Met call handling and response time service level targets, ensuring timely customer support.
- Answered customer calls for Mitchell 1 and Snap-on Tools support needs.
- Resolved billing, account, and service questions with clear communication.
- Processed orders for software, tools, and replacement parts.
Education
Associate - Business
Cuyamaca College
El Cajon, CABachelor of Arts - Healthcare Administration
Arizona International University
Phoenix, AZ10-2026
Skills
- Patient intake management
- Patient record management
Patient care coordination
- Patient education
- Complaint resolution
- Customer service and support
- Account management
- Retention strategies
- MS Office and Google Suite
Personal Information
Title: Customer Service Representative / Intake Representative
Timeline
Intake Specialist
Synapse Health
01.2024 - 08.2026
DME Representative
Apria Healthcare
01.2022 - 01.2024
DME Representative
Intermountain Healthcare
01.2020 - 01.2022
Inside Sales/ Renewal Sales
Mitchell 1 - Snap On Tools
01.2015 - 01.2021
Customer Service Rep/ Customer Retention Admin/Customer Support
Mitchell 1 - Snap On Tools
01.2015 - 01.2018
Associate - Business
Cuyamaca College
Bachelor of Arts - Healthcare Administration
Arizona International University