Daphny Paul
Tampa,FL
Overview
6
6
years of professional experience
Work History
Benefits Specialist
EngagePEO
Remote
06.2023 - Current
- Serve as a primary point of contact for over 600+ employees regarding benefits-related questions and concerns.
- Assist employees with medical, dental, vision, and other benefit inquiries including eligibility and coverage details.
- Handle high-volume calls and emails while maintaining accuracy and professionalism.
- Process benefit enrollments, changes, and terminations in accordance with company policies.
- Educate employees on benefit plans, enrollment procedures, and required documentation.
- Collect and review necessary information to ensure accurate benefit administration.
- Coordinate with insurance carriers and internal teams to resolve issues and discrepancies.
- Maintain confidentiality of employee information in compliance with HIPAA regulations.
- Document interactions and updates in internal systems to ensure accurate recordkeeping.
- Support open enrollment processes and assist employees with plan selections.
Crisis Support
Crisis Text Line
Remote
02.2022 - 06.2023
- Provided real-time crisis intervention via text to individuals experiencing emotional distress, including suicidal ideation, anxiety, depression, and trauma.
- Applied active listening, empathy, and de-escalation techniques to support texters in high-risk situations.
- Assessed risk levels and implemented appropriate safety protocols, including suicide risk assessments and safety planning.
- Followed established crisis intervention guidelines to determine when to escalate conversations to supervisors or emergency services.
- Provided referrals to appropriate mental health resources, hotlines, and local support services based on individual needs and risk level.
- Maintained strict confidentiality and adhered to ethical standards while handling sensitive personal information.
- Utilized structured conversation frameworks to guide texters toward coping strategies and immediate next steps.
- Managed multiple conversations efficiently while maintaining quality, attention, and emotional presence.
- Documented interactions accurately and thoroughly in accordance with organizational policies.
- Demonstrated cultural sensitivity and adaptability when supporting individuals from diverse backgrounds.
Patient Access Services
Winnie Palmer Hospital (Orlando Health)
Orlando, FL
04.2020 - 01.2022
- Served as the first point of contact for patients, providing calm, empathetic support during high-stress and emotionally sensitive situations.
- Assessed patient needs upon arrival and prioritized concerns to ensure timely and appropriate care coordination.
- De-escalated tense or emotional interactions using active listening and effective communication techniques.
- Collected and verified sensitive personal, medical, and insurance information while maintaining strict confidentiality and HIPAA compliance.
- Educated patients on required forms, consents, and documentation, ensuring understanding prior to obtaining signatures.
- Supported individuals experiencing anxiety, distress, or medical uncertainty by providing reassurance and clear next steps.
- Coordinated with clinical staff to escalate urgent or high-risk situations requiring immediate attention.
- Provided patients with information on available services, resources, and next steps in their care.
- Managed multiple patient interactions simultaneously while maintaining accuracy, composure, and attention to detail.
- Documented patient information and interactions accurately within electronic systems in accordance with organizational policies.
Education
High School Diploma -
Maynard Evans High School
Orlando, FLBachelor of Science - Psychology
Western Governors University
Salt Lake City, UT08-2026
Skills
- Crisis Intervention
- Microsoft Office Suite (Word, Excel, Outlook)
- Conflict Resolution
- Clear Verbal & Written Communication
- Active Listening
- De-escalation Techniques
- Documentation & Case Management
Languages
French
Native or Bilingual
Timeline
Benefits Specialist
EngagePEO
06.2023 - Current
Crisis Support
Crisis Text Line
02.2022 - 06.2023
Patient Access Services
Winnie Palmer Hospital (Orlando Health)
04.2020 - 01.2022
High School Diploma -
Maynard Evans High School
Bachelor of Science - Psychology
Western Governors University