Woodlyne Thebaud
Miramar
Summary
Compassionate and results-driven Customer Service and Healthcare Professional with over 13 years of experience delivering exceptional member and patient support in healthcare and customer service environments. Skilled in care coordination, claims resolution, patient advocacy, community outreach, and educating individuals on healthcare benefits and available resources. Experienced working with diverse populations, collaborating with interdisciplinary teams, and maintaining compliance with healthcare policies and regulations. Dedicated to improving health outcomes by closing care gaps, supporting preventive care, and ensuring continuity of care through outstanding communication and service.
Overview
3
3
Certifications
14
14
years of professional experience
Work History
Certified Nursing Assistant
Glades West Nursing & Rehab
Miramar
12.2025 - Current
- Assisted patients with activities of daily living, mobility, transfers, bathing, grooming, and personal hygiene.
- Monitored and recorded vital signs, reporting changes in patient condition to Registered Nurses.
- Supported patient recovery by providing compassionate, non-medicated care including dressing changes, skin protection, and comfort measures.
- Maintained clean, safe, and organized patient rooms while following infection prevention protocols.
- Assisted with stocking supplies, maintaining equipment, and completing required documentation.
- Communicated effectively with patients, families, nurses, and healthcare providers to ensure quality care.
- Promoted patient dignity, safety, and comfort while supporting individualized care plans.
- Participated as an active member of the interdisciplinary healthcare team.
Customer Service & Claims Representative
Centene/Sunshine Health
Remote
08.2012 - Current
- Delivered exceptional customer service by assisting members with healthcare benefits, eligibility, claims, and provider information.
- Resolved complex claims and service issues while ensuring compliance with organizational policies and federal regulations.
- Educated members on health plan benefits, preventive services, and available healthcare resources.
- Assisted members in navigating healthcare systems, scheduling appointments, and accessing appropriate services.
- Maintained accurate documentation of member interactions and case resolutions.
- Collaborated with providers and internal departments to improve customer satisfaction and health outcomes.
- Protected confidential information while maintaining HIPAA compliance.
- Consistently exceeded quality, productivity, and customer satisfaction goals.
Education
Certified Nursing Assistant -
High School Diploma -
Skills
- Customer & Member Service Excellence
- Patient Advocacy
- Care Coordination
- Claims Processing & Resolution
- Community Outreach
- Healthcare Navigation
- Appointment Scheduling
- Member Education
- Preventive Care Education
- Social Determinants of Health Awareness
- Medicaid & Medicare Knowledge
- HEDIS & Quality Initiatives
- Electronic Health Records (EHR)
- HIPAA Compliance
- Documentation & Reporting
- Provider Collaboration
- Team Collaboration
- Conflict Resolution
- Communication & Interpersonal Skills
- Patient Care & Vital Signs
- Microsoft Office Suite
- Electronic Medical Records (EMR/EHR)
- Healthcare Documentation Systems
- Claims Management Systems
- Data Entry
- Customer Relationship Management (CRM)
Relevant Experience
- Built positive relationships with members, patients, families, healthcare providers, and community partners.
- Assisted individuals with understanding healthcare plans and accessing community resources.
- Supported quality improvement initiatives through accurate documentation and timely follow-up.
- Demonstrated empathy, professionalism, and strong problem-solving skills in fast-paced healthcare environments.
- Helped identify patient and member needs while promoting continuity of care and improved health outcomes.
Certification
CNA
Timeline
Certified Nursing Assistant
Glades West Nursing & Rehab
12.2025 - Current
Customer Service & Claims Representative
Centene/Sunshine Health
08.2012 - Current