Joanne Grande
Orlando,FL
Summary
Dedicated, compassionate, and self-driven professional with a strong background in client onboarding, Human Resources, benefits consulting, and delivering comprehensive training and support throughout the benefits enrollment process. Experienced in supporting patients, members, and clients with healthcare insurance, benefits, coverage, and administrative processes, including patient registration, record updates, insurance authorization, prior authorization processes, transition of care, and healthcare terminology.
Known for active listening, empathy, professionalism, and the ability to explain complex information in a clear, reassuring, and easy to understand manner. Brings a strong customer service background, attention to detail, problem-solving skills, and bilingual communication abilities in English and Spanish. Seeking to contribute these skills and experience within a patient-centered healthcare environment while providing compassionate, efficient, and high-quality service.
Overview
8
8
years of professional experience
Work History
Benefits Specialist
ADP
Remote, FL
06.2025 - Current
- Conducted employee benefits education sessions in English and Spanish to enhance employee understanding and engagement.
- Educated members on healthcare terminology, including deductibles, copays, out of pocket maximum and coinsurance.
- Guided members on benefit eligibility, plan comparisons, transition of care, and prior authorization requirements to facilitate informed decision-making.
- Supported members through benefit enrollment, onboarding, and platform registration processes.
- Assisted members with deductible and credit transfer processes during carrier transitions.
- Explained provider network access, including primary care physician verification (HMO, PPO, EPO)
- Addressed escalated concerns regarding benefits coverage to ensure member satisfaction and understanding.
- Collaborated with implementation teams to streamline enrollment and resolve member issues.
Client Support Specialist
ADP
Orlando, Florida
04.2021 - 05.2025
- Provided high-volume customer support by phone and email while resolving questions and concerns in a professional and empathetic manner.
- Assisted clients with administrative processes, system navigation, employee information, and benefits-related inquiries.
- Coordinated HR benefits onboarding and administrative tasks to improve the employee experience.
- Guided clients through system processes and provided education on new products, features, and updates.
- Collaborated with internal teams to investigate issues, communicate solutions, and resolve escalated concerns.
- Maintained accurate information while handling sensitive employee and client data.
- Trained new employees on standard operating procedures, workflows, and compliance requirements.
- Supported onboarding and termination processes, requiring attention to detail, documentation accuracy, and timely follow-up.
- Built strong client relationships through active listening, clear communication, follow-through, and problem resolution.
Patient Access Coordinator
Dr. Jorge Castillo
Orlando, Florida
08.2019 - 06.2021
- Welcomed and checked in patients while providing professional, compassionate, and patient-centered service.
- Reviewed and updated patient files and ensured information was accurately documented.
- Verified insurance information and assisted with insurance-related administrative requirements.
- Obtained insurance authorizations for new-patient testing and medical services as required.
- Coordinated referral-related processes and monitored referrals to support continuity of care.
- Followed up on referrals approaching expiration and assisted with obtaining updated referral information when necessary.
- Communicated with patients regarding appointments, referrals, testing requirements, and follow-up care.
- Maintained confidentiality when handling patient information and medical documentation.
- Assisted with administrative coordination between patients, providers, insurance companies, and medical offices.
- Used active listening and empathy when assisting patients who were experiencing questions, concerns, or frustrations.
- Supported efficient patient flow while maintaining professionalism and attention to detail.
Operations Manager
Forever 21
Orlando, Florida
08.2019 - 04.2021
- Managed daily operations while maintaining a strong focus on customer service, efficiency, and employee support.
- Trained and coached staff on customer-service standards, operational procedures, and problem resolution.
- Monitored workflow and staffing needs to support efficient daily operations.
- Addressed customer concerns and escalated issues appropriately.
- Maintained accurate inventory and operational records.
Supervisor
Marriott
Orlando, FL
10.2018 - 11.2020
- Supervised daily operations and coordinated staff activities in a fast-paced customer-service environment.
- Resolved customer concerns using active listening, empathy, and professional communication.
- Trained employees on service standards, policies, and procedures.
- Conducted team meetings and provided performance feedback.
- Maintained operational accuracy through inventory and financial audits.
- Putting people first and delivering exceptional guest satisfaction. Proven track record of pursuing excellence in daily operations, boosting repeat bookings, and maintaining high service standards.
Education
High School Diploma -
Colegio Angel David
San Juan, Puerto Rico06-2010
Associate of Science - Social Worker
Ana G Mendez
OrlandoAssociate of Science - Nursing
Planned HealthCare Education Fall 2026
Orlando, FLSkills
- Benefits presentation
- Prior Authorization
- Eligibility verification
- Healthcare Coverage & Benefits
- Patient Registration & Check-In
- HR consulting
- Employee training
- Appointment & Administrative Support
- Problem solving
- Medical Terminology
Accomplishments
- FY25= Hellogreatness- ADP
- TOP 2 NPS- Client Survey Q2 & Q4
References
References available upon request.
Languages
Bilingual ( English and Spanish)
Timeline
Benefits Specialist
ADP
06.2025 - Current
Client Support Specialist
ADP
04.2021 - 05.2025
Patient Access Coordinator
Dr. Jorge Castillo
08.2019 - 06.2021
Operations Manager
Forever 21
08.2019 - 04.2021
Supervisor
Marriott
10.2018 - 11.2020
High School Diploma -
Colegio Angel David
Associate of Science - Social Worker
Ana G Mendez
Associate of Science - Nursing
Planned HealthCare Education Fall 2026