Antwaniese L. White
Orlando,FL
Summary
Dynamic and results-driven professional with extensive experience in customer service across healthcare, financial, and business analysis sectors. Known for a strong work ethic, exceptional reliability, and the ability to thrive under pressure while meeting tight deadlines. Eager to embrace new challenges that leverage interpersonal skills and effective time management, while employing strategic problem-solving abilities to drive organizational success. Committed to delivering high-quality service and fostering positive client relationships in fast-paced environments.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Senior Human Services Program Specialist
The State of Florida (AHCA) Agency for Healthcare Administration
03.2024 - Current
- Bureau of Medicaid Recipient and Provider Assistance (RPA). Serves as primary contact for Medicaid Recipients and Providers.
- Provides Choice Counseling about the SMMC, LTC, FFS programs and make referrals to appropriate agencies.
- Enrolled Recipients into Managed Care/Dental Care plans of their choice by adhering to Contact Center Policies and procedures.
- Address issues, file complaints and fair hearings for recipients who face trouble with Medicaid coverage, Managed Care Plans, EQ Health or Providers in general.
- Review Fair Hearings submissions for Accuracy and Completeness, making corrections as needed.
- Requests legal sufficiency documents from Medicaid Health Plan/Vendors.
- Research and works Corr Flow Tasks as assigned while maintaining communication with constituent.
- Create, Present and Deliver Presentations with a confident approach for Learning Development and New Program Ideas (Ex: PowerPoint, Word)
- Address concerns of bills received, Medicare Buy IN Coverage rules, Provide options for reimbursement where applicable.
- Provide excellent Service in an innovative, fast paced environment through Understanding, Listening, Explaining complex, or technical issues and/or confidential information.
- Handled deadline under pressure while maintaining a professional and effective demeanor and pleasant attitude.
- Knowledge of Computer Based Programs Health Track, FMMIS, Genesys Cloud, Outlook, Excel, Word, SharePoint, People First.
At Your Service Colleague
Macys Mall at Millenia
01.2012 - 12.2024
- Provide Great Customer Service by way of assisting customers with their retail purchases whether they were in store/online, handling non- congruent items, ringing transactions.
- Provided knowledge of products, built sales and minimized returns
- Assisted in inventory markdown processes
- Cashier/POS sales system, Handling/ Adding Cash, Cash Pickup, Closing Registers.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Meet Sales Goals, Quotas by Cross selling Credit Cards and Memberships for all products
JR Analyst/Medicare Enrollment Associate /Supervisor/S.M.E.
Florida Blue
07.2016 - 08.2023
- Finance- Enrollment, Maintenance and Billing
- Maintained detailed and accurate records between multiple databases and programs.
- Conducted financial screening and documentation gathering for clients to determine qualification for payment programs.
- Investigated issues and created solutions for new customers, internal/external employees, stakeholders for Medicare/Medicaid Over 65 (Disabled, ESRD)
- Process Enrollment Applications, Payments, Billing Adjustments, Invoices, Accounting, Aged Trial Balance Reports, Reconciliation, Write-offs, Refunds, Auto Payments, Rate Changes and Cancellations
- Worked Task Escalations Que Continuously to provide resolutions and provide training feedback and creating new Training Modules with Guidelines for Resolution.
- Resolve Delinquencies, Billing Disputes, Prepare Journal Ledger Entries
- Processed Medicare Discrepancy Reports/ Financial Reports, Analyze Medicare and Financial Information.
- Legal/ POA/ HIPAA requests
- Complied with Federal and State Regulatory Requirements for OIR and ACA
- 7 plus years of Supervisory and SME (Subject Matter Expert) Certified to assist internal/ external employees, stakeholders, and the Organization with Medicare/ Medicaid applications, system and application technical issues.
- Updated and Created SOP (Standard Operations Procedures) for Training Purposes to develop and implement growth.
- Implement Healthcare Projects-Paper to Digital to Improve Data and Accuracy
Member Service Advocate
Optum RX- United Health Group
01.2015 - 07.2016
- Inbound Call from Recipients of Medicaid/Medicare for Arizona and Michigan
- Change Primary Care Physicians
- Review Benefits, Review Medical Claims, RX Claims, Coordinate with Doctors, Specialists, Hospitals and Labs
- Route Medical Request to Appropriate Departments
- S.M.E(Subject Matter Expert)
- Helped large numbers of customers every day with a positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation
Legal Assistant
Law Offices of Debeaubien, Simmons, Mantazaris and Neal LLC
01.2014 - 01.2015
- Created Legal files and cases for clients of the Firm and Legal Shield Entity
- Answered Calls, Clerical Scanning, Filing, Emailing, Preparing Legal Docs Prepared Correspondence via Post Cards, Letters
- Set Appointments for Attorneys for Legal Consultation
- Created Case Files, for Criminal, Civil, Employment, Litigation, Labor, Personal Injury, Bankruptcy, Family Law, Business Planning
- Organized documents to manage paper and electronic filing systems of clients.
- Filed court documents and legal pleadings with court clerks on behalf of attorneys.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Handled office scheduling and made notes for deadlines, motions, and other important dates
- Project Development for Case File Loads
Provider Services Representative
Healthfirst
01.2013 - 01.2014
- Handle Inbound calls from Providers inquiring about insurance payments and claims
- Reprocessed claims for review through Provider Appeal Processes
- Provided Complete/ Accurate Information about Policies and Procedures
- Followed up with Providers about Portal Inquiries on Claims and Faxes
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Express Scripts- Patience Care Advocate Department of Defense
11.2011 - 11.2012
- Handle Member, Provider, and Pharmaceutical Inquiries for Pharmacy Benefits
- Refill Prescription Orders Via Mail, Phone and through Contracted Pharmacies
- Resolve any Medication Receipt Issues, and Claim Issues
- Maintain Accurate and Complete Data to Improve Customer Experiences
- Identify and Escalate any Customer Complains in a Prudent Manner
Team Lead and Escalations Help Desk Supervisor
Faneuil Inc
07.2009 - 07.2010
- Evaluated a Staff of 25-75 Representatives
- Ensured Agents Met Performance Goals through overcoming Objections in a Blended Work Environment.
- Directed, Motivated, Coached and Created Employee Development Plans for Growth
- Observed Call Quality
- Developed and Implemented Strategies to Improve Customer Service Experience
- Assisted Representatives with Queries and Claims Pertaining to Unemployment Claims for the State of Florida
- Processed State Mandated Forms Required to Receive Unemployment Benefits
- Handled Escalated Issues from Claimants
- Disciplined Employees as Needed for Violation of any Company Policies as Well as Processed Employee Payroll.
Education
A.A. - Accounting and Biblical Studies
Liberty University
Lynchburg, Va08-2014
B.S - Accountancy W/ A Concentration in Healthcare Business Management
Purdue Global University
West Lafayette, Indiana12-2021
B.S - Accounting and Finance
Southern New Hampshire University
Manchester, NH10-2026
BUSINESS ANALYTICS CERTIFICATION - Business Analytics
Cornell University
Ithaca, NY12-2024
CYBERSECURITY -
Florida International University
Miami, FL07-2025
Skills
- Accounting and Finance
- Analyze Business Data
- Training and Development
- Project Management/ Technology
- Project Planning and Development
- Predictive/ Prescriptive Analysis
- Supervisor/ Subject Matter Expert
- Excellent interpersonal and communication skills
- Retail Sales/Cash Handling
- Creativity, Leadership
- Teamwork/Problem Solving
- Pharmacy/RX
- State of Florida / Government/ Unemployment
- AHCA (Agency for Health Care Administration)
- Poised under pressure
- Health Insurance/Care
- Criminal Legal and Law
- Medical Claims/Terminology
- Customer Service
- 25 years Office/ Call Center
- Public Service
- Problem Solving Skills
- Organizational Skills
- Theology/ Bible Studies
- Ability to Multitask
- Ability to adapt to change
- Microsoft Excel
- Microsoft Office Suite Word
- Microsoft Outlook
- Safari, Chrome, Edge
- PowerPoint, Adobe Acrobat
- Voice, Horizon, Aries, Mainframe
- IEX, Cisco, Nice, Compass, Paychex Systems, MHS (LPAR 1 &2)
- Macess, EPACES, Emdeon, Encoder Pro, CCMS, Facets, Bria
- AHCCS, Champs, Sapphire, Diamond, Marx, RBMS, Waypoint
- Back office, Siebel, Put Doc, Aspect, PIMS, EIP, AIM
- Client Letter, Diamond , Provider Connect, Customer Connect
- PIVOT, Back Office, My Day, Point of Sale/Service, Cisco
- Citrix, FLMMIS, Health Track, Genesys, SharePoint, People First
Techonolgy and Systems
Certification
- Cornell University- The Charles H. Dyson School of Applied Economics and Management- Ithaca, Ny- December 2024-Certification in Business Analytics
- 60 Professional Development Units/ Hours (PDU’s) as a PMP (Project Management Professional, 6 CEU’s, 60 Hours from the PMI (Project Management Institute), 60 Hours from the IIBA (International Institute of Business Analysis.)
- The courses included: Spreadsheet Modeling in Business Analytics| Harvesting Spreadsheet Data| Visualizing and Communicating Insights in Excel| Making Predictions and Forecasts with Data| Using Prescriptive Analytics in Excel and Creating and Sharing and building Interactive Data Models for Business and Training Environments
- This program taught effective methods to analyze data and make informed Business decisions with Excel being the Main tool used. I learned Master Spreadsheet Modeling Concepts, Examine and Clean Data by using my Excel Math and Logic capabilities, visualizing Data into Charts, Pivot Tables, Graphs Dashboards by communication findings and making simulated predictions on what the data revealed. Learning that Financial and Functional Reporting is also critical with Business Analytics. The key take away is to be able to answer business questions by Applying Criteria and Logic to Data.
- July 2025- Certification in Cybersecurity from Florida International University- Steven J. Green School of International and Public Affairs- The Jack D. Gordon Institute for Public Policy
Languages
English
Native or Bilingual
Interests
Ministry/ Outreach/ Evangelism- Licensed Minister of the Gospel, Superintendent/Teacher of Sunday School, Church Administrator, Community Worker with Domestic Violence and Abused Women and Children
Timeline
Senior Human Services Program Specialist
The State of Florida (AHCA) Agency for Healthcare Administration
03.2024 - Current
JR Analyst/Medicare Enrollment Associate /Supervisor/S.M.E.
Florida Blue
07.2016 - 08.2023
Member Service Advocate
Optum RX- United Health Group
01.2015 - 07.2016
Legal Assistant
Law Offices of Debeaubien, Simmons, Mantazaris and Neal LLC
01.2014 - 01.2015
Provider Services Representative
Healthfirst
01.2013 - 01.2014
At Your Service Colleague
Macys Mall at Millenia
01.2012 - 12.2024
Express Scripts- Patience Care Advocate Department of Defense
11.2011 - 11.2012
Team Lead and Escalations Help Desk Supervisor
Faneuil Inc
07.2009 - 07.2010
A.A. - Accounting and Biblical Studies
Liberty University
B.S - Accountancy W/ A Concentration in Healthcare Business Management
Purdue Global University
B.S - Accounting and Finance
Southern New Hampshire University
BUSINESS ANALYTICS CERTIFICATION - Business Analytics
Cornell University
CYBERSECURITY -
Florida International University