Antonio Gaston
Stanley,NC
Summary
Dynamic professional with a proven track record at Atrium Health, excelling in patient confidentiality and customer service. Skilled in HIPAA compliance and conflict resolution and enhanced patient satisfaction significantly. Leveraging professionalism and a friendly demeanor and foster trust and efficiency in healthcare environments, contributing to process improvements and team performance. Healthcare professional prepared to excel in patient care and administrative duties. Proven ability to manage patient interactions, coordinate appointments, and support clinical operations. Known for team collaboration and adaptability, leveraging communication and organizational skills to achieve optimal patient outcomes.
Overview
10
10
years of professional experience
Work History
Patient Service Specialist
Atrium Health
01.2024 - Current
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Airport Customer Service Agent
American Airlines
04.2023 - 08.2023
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated boarding process, maintained organized and efficient environment for passengers.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
Customer Service Liaison
Crossroads Hospice and Palliative Care
08.2022 - 04.2023
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Provided valuable input during process improvement discussions, contributing ideas drawn from daily client-facing experiences.
- Resolved escalated client complaints professionally, working diligently towards fair outcomes beneficial to all parties involved.
- Developed strong rapport with customers, fostering trust and loyalty through attentive service provision.
- Facilitated smooth transitions between departments when necessary to address complex client needs effectively.
Customer Service Representative
University of Tennessee Health Science Center
07.2020 - 06.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Sought ways to improve processes and services provided.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Team Lead
Westmed Medical Group
06.2015 - 06.2020
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Promoted a culture of continuous learning within my team by sharing resources on industry updates and best practices.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
Education
Bachelor of Arts - Elementary Education
University of North Carolina At Greensboro
Greensboro, NCHigh School Diploma -
East Gaston Senior High School
Mount Holly, NC 05-2004
Skills
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Professionalism and ethics
- Healthcare systems
- HIPAA compliance
- Customer service
- Patient registration
- Conflict resolution
- Eligibility determination
- Friendly and outgoing
Timeline
Patient Service Specialist
Atrium Health
01.2024 - Current
Airport Customer Service Agent
American Airlines
04.2023 - 08.2023
Customer Service Liaison
Crossroads Hospice and Palliative Care
08.2022 - 04.2023
Customer Service Representative
University of Tennessee Health Science Center
07.2020 - 06.2022
Team Lead
Westmed Medical Group
06.2015 - 06.2020
Bachelor of Arts - Elementary Education
University of North Carolina At Greensboro
High School Diploma -
East Gaston Senior High School
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