Open to opportunities

Antonela Florea

@antonelaflorea

Healthcare Customer Service Representative specializing in claims, eligibility, and patient advocacy through accurate, compliant support.

United States

Message

What I'm looking for

I want a healthcare-focused role where I can support patients and caregivers through accurate claims and eligibility work, patient advocacy, and compliant communication. I’m best in high-volume environments with clear procedures, strong teamwork, and measurable service standards.

I’m a healthcare customer service professional with 4+ years of experience in high-volume call center and patient support environments, where I consistently prioritize customer satisfaction, accuracy, and compliance. I’m skilled in claims resolution, eligibility verification, healthcare billing support, and managing complex customer inquiries with clear, persuasive communication.

In roles supporting Medicare, Medicaid, and BFCC-QIO services, I help Medicare beneficiaries and caregivers with quality-of-care complaints, hospital discharge appeals, skilled service termination appeals, and Immediate Advocacy requests. I investigate and resolve concerns by coordinating with hospitals, physicians, providers, supervisors, and internal departments, while maintaining detailed case documentation and required turnaround times.

I bring strong administrative and technical capability to case work—verifying CPT/HCPCS codes, using EMR and healthcare systems, processing electronic faxes, and completing exact data entry tasks with attention to data integrity and HIPAA compliance. I’m motivated by fast-paced, remote environments and the opportunity to deliver dependable outcomes for patients, providers, and teams.

Experience

Work history, roles, and key accomplishments

Remote Customer Service Representative

Acentra Health LLC (Kepro)

Sep 2023 - May 2026 (2 years 8 months)

Supported Medicare Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) services by helping beneficiaries and caregivers with quality-of-care complaints, hospital discharge appeals, skilled service termination appeals, and Immediate Advocacy requests. Managed high-volume inbound calls, emails, faxes, and mail while verifying eligibility/provider information and resolvin

Medicare BFCC QIO Hospital Discharge Appeals Skilled Service Termination Appeals Immediate Advocacy Specialist Healthcare Customer Service Eligibility Verification HIPAA compliance Data Entry Case Documentation Faxes Microsoft Office Multitasking Client Communication

Remote Patient Contact Center Specialist

Sight MD

Dec 2019 - Sep 2021 (1 year 9 months)

Handled elevated inbound patient requests with upbeat, personalized customer service, providing accurate information while maintaining precise patient contact center records. Preserved patient confidentiality in accordance with HIPAA and trained new team members on systems and best practices.

Patient Contact Center Patient Communication Customer Service Data Entry HIPAA compliance Confidentiality

Customer Service Representative

Quality Health Plans of New York

Oct 2019 - Dec 2019 (2 months)

Managed inbound and outbound member calls, documented call details in the system, and resolved customer inquiries to improve satisfaction. Completed complex case assessments in line with healthcare standards and protocols and trained unfamiliar staff on customer service best practices.

Inbound and Outbound Customer Service Issue Resolution Training

Patient Communication Specialist

New York Cancer and Blood Specialist

Sep 2017 - Jul 2019 (1 year 10 months)

Managed a large volume of patient calls and inquiries including scheduling, demographic verification, insurance questions, and claims/eligibility checks. Coordinated appointment scheduling and patient flow, educated patients on procedures, and facilitated communication between patients and healthcare providers while maintaining HIPAA confidentiality.