Glenda Docteur
Boynton Beach,FL
Summary
Dynamic case manager and client services professional with over 8 years of diverse experience across healthcare, legal, and hospitality sectors. Expertise in crisis intervention, client advocacy, and administrative support, with a proven ability to manage high-volume calls while safeguarding confidential records and delivering compassionate service. Recognized for exceptional adaptability, multitasking capabilities, and strong communication skills in fast-paced environments. Dedicated team player committed to ensuring guest satisfaction and achieving results, with a positive attitude toward managing requests and resolving issues effectively.
Overview
1
1
Language
1
1
Certification
10
10
years of professional experience
Work History
Concierge
Harbours Edge
Delray Beach, Florida
12.2025 - Current
- Delivering exceptional guest services, ensuring positive experiences and satisfaction. e
- Help residents and visitors in and out of vehicles, load and unload items, and deliver groceries or packages directly to resident living spaces
- Direct incoming visitors, deliveries, and vendors to the correct locations on property
- Coordinate resident appointments, notify the internal transportation team of scheduled trips, and manage dining room reservations
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Case Manager
211 Palm Beach
Lantana, FL
06.2024 - 12.2025
- Respond to 100+ daily calls across multiple crisis hotlines, including suicide prevention, substance abuse, and victim services, ensuring timely support and accurate referrals.
- Coordinate emergency responses and arrange transportation for clients in urgent situations.
- Refer clients to appropriate community programs, including elder care, veterans’ support, and mental health services.
- Maintain accurate records in compliance with HIPAA while delivering empathetic, solution-focused service.
- Trained new staff on case management protocols and effective client engagement strategies.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Case Manager (Contract)
Kanner & Pintaluga, P.A.
Boca Raton, Florida
11.2023 - 05.2024
- Managed approximately 60 incoming calls, emails and faxes per day between attorneys and clients, providing case updates and addressing concerns.
- Prepared and maintained confidential client files, medical charts, and PIP ledgers in compliance with HIPAA.
- Verified insurance policies, obtained liens, and supported settlement preparation through detailed documentation.
- Conducted bi-weekly follow-ups with clients to collect treatment updates and ensure quality service.
- Participated in team projects.
PBX Switchboard Operator
JFK Medical Center
Lantana, FL
09.2021 - 10.2023
- Managed high-volume switchboard operations, directing calls to appropriate departments and patient rooms.
- Monitored emergency codes (Code Blue, Rapid Response, Fire Alerts) and coordinated communications hospital-wide.
- Verified physician on-call schedules and ensured accurate documentation of emergency responses.
Night Auditor
Seagate Hotel and Spa
Delray Beach, Florida
03.2022 - 03.2023
- Processed nightly accounting functions, reconciled guest accounts, and prepared daily financial reports.
- Assisted guests with check-ins, check-outs, and issue resolution, ensuring high guest satisfaction.
Night Auditor
La Quinta Inns & Suites
Deerfield Beach, FL
06.2021 - 02.2022
- Trained and mentored junior staff on auditing procedures and customer service protocols.
- Managed night audit processes, ensuring accurate financial reporting and cash balancing.
- Resolved guest inquiries and complaints promptly, fostering a positive hotel experience.
- Analyzed audit discrepancies, recommending process improvements to enhance financial integrity.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Claims Representative (Contract)
NSD
Boca Raton, Florida
06.2016 - 11.2019
- Processed claims, authorized services, and coordinated roadside assistance for policyholders.
- Verified customer information, determined coverage eligibility, and ensured accurate documentation.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Passionate about learning and committed to continual improvement.
Claims Representative
JM Family Enterprises
Deerfield Beach, Florida
04.2019 - 10.2019
- Handled inbound calls from dealerships and policyholders regarding road hazard and maintenance claims.
- Verified coverage, authorized or denied claims, and documented policyholder requests.
- Evaluated claim documentation for accuracy and completeness, facilitating timely resolutions.
- Followed up with customers on unresolved issues.
Office Assistant (Seasonal)
Universal Painting & Cleaning
Boca Raton, Florida
05.2016 - 08.2016
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Oversaw maintenance of office equipment, coordinating repairs to minimize downtime and ensure operational readiness.
- Expedited document processing with accurate data entry and timely filing.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
Associate in Science (AS) - Health Care Management
Palm Beach State College
Lake Worth, FL08-2025
Skills
- Computer operation
- OPERA
- Concierge experience
- Outbound calling
- Phone etiquette
- Customer support
- Outdoor work experience
- Front desk
- Hospitality
- Time management
- Conflict management
- Senior living facility experience
- Luxury properties
- Customer service
Certification
EFDA, December 2020 to Present, Radiology, December 2020 to Present, BLS for Healthcare Providers, December 2020, Driver's License
Timeline
Concierge
Harbours Edge
12.2025 - Current
Case Manager
211 Palm Beach
06.2024 - 12.2025
Case Manager (Contract)
Kanner & Pintaluga, P.A.
11.2023 - 05.2024
Night Auditor
Seagate Hotel and Spa
03.2022 - 03.2023
PBX Switchboard Operator
JFK Medical Center
09.2021 - 10.2023
Night Auditor
La Quinta Inns & Suites
06.2021 - 02.2022
Claims Representative
JM Family Enterprises
04.2019 - 10.2019
Claims Representative (Contract)
NSD
06.2016 - 11.2019
Office Assistant (Seasonal)
Universal Painting & Cleaning
05.2016 - 08.2016
Associate in Science (AS) - Health Care Management
Palm Beach State College
Personal Information
- Driving License: Driver's License
- Availability: Willing to relocate: Anywhere
- Work Permit: Authorized to work in the US for any employer