SKILLS

Nicholas Madison

***- ***-**** ad3nie@r.postjobfree.com Missouri City, TX 77489

Detail-oriented candidate skilled in nancial document processing, data entry, and customer service. Possesses an in-depth understanding of organizational policies and procedures with demonstrated expertise in ling and maintaining records. Adept at quickly and accurately entering data into computer systems, managing high-volume workloads, and resolving customer inquiries with professional service.

• PowerPoint • Computer Comprehension

• Typing • Excel

• Word • Audit Procedures

• Email Etiquette • O ce Equipment

• Claim Processing • Data Tracking

• Billing Dispute Resolution • Medical Billing and Collections

• Coding Pro ciency • Google Drive

• Billing Systems and Software • Month-End Closing Procedures

• Document Micro lming • Accounts Receivable Expertise

• Insurance Con rmation • A/P and A/R Expertise

• Process Payments • Electronic Document Management System

• Quality Assurance • Agent Support

• Inbound Customer Calls • Data Entry

• Problem-Solving Skills • Payment Processing

• Analytical Abilities • CRM Software

• Persuasive Communication Style • Process Transactions

• Customer Standards Compliance • Investigate Claims

• Administrative and O ce Support • Customer Data Con dentiality

• Billing Adjustments and Refunds • Call Volume and Quality Metrics

• HIPAA Guidelines • Interpretation and Translation Services

• Calm and Professional Under Pressure • Customer Retention Strategies

• E fective Customer Communication • Problem-Solving Strengths

• Prospecting Skills • Client Satisfaction

• B2B Sales • Sales Expertise

• Product and Service Knowledge • Inside and Outside Sales

• PCI (Payment Card Industry) • Persuasive Negotiations

• Credit and Debt Card Processing • Team Goals

• Pro t Target Achievement • Quotas and Goals

• Inbound and Outbound Leads

EXPERIENCE

SENIOR BILLING AGENT

Via Benefits Insurance Services ( Remote )

October 2022 - November 2023

Taking inbound calls from NYSEG and RGE, New York's electric and gas company, customers regarding their billing invoices.

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• Accurately entered patient information into billing system, ensuring accuracy and completeness of data. Adhered strictly to federal regulations pertaining to Medicare and Medicaid reimbursement guidelines when processing claims for payment.

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Documented all account activities thoroughly within the organization's database systems for future reference purposes.

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• Investigated and resolved discrepancies between medical records and claims submitted for payment.

• Successfully negotiated payment plans with delinquent customers in an e fort to reduce bad debt write o fs. Utilized knowledge of ICD-10 codes and CPT codes to accurately process payments received from insurance companies.

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Interpreted insurance coverage policies, bene ts, and exclusions to determine the appropriate course of action when resolving billing disputes.

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Pro ciently managed a high-volume of calls from insurance companies, patients, and other healthcare providers in order to resolve billing issues quickly.

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Maintained up-to-date knowledge of HIPAA regulations as they pertain to patient privacy rights and con dentiality requirements.

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• Researched unpaid claims using various resources such as payer websites, clearinghouse portals.

• Resolved customer inquiries regarding billing, charges, and payments.

• Maintained accurate and complete billing system and process.

• Reviewed and posted daily payments.

• Generated requests for refund checks for overpayment.

• Utilized payment tracking system to ensure accurate billing and timely payments. MARKETING SUPPORT REPRESENTATIVE

Teleperformance ( Remote )

July 2021 - August 2022

• Developed comprehensive tracking systems for measuring e fectiveness of campaigns.

• Generated reports on customer feedback and provided recommendations for improvement.

• Monitored website analytics for insights into user behavior patterns.

• Provided technical support to clients regarding product features and bene ts.

• Maintained accurate records of client interactions, sales activities, and promotions.

• Drafted content for email campaigns including newsletters, announcements, surveys.

• Managed multiple projects simultaneously while meeting tight deadlines.

• Met sales goals by diligently following up with leads and driving new business.

• Managed marketing activities in assigned regions to maximize eld sales activity.

• Established new client relationships through personal and online marketing strategies. Produced performance reports that tracked KPIs such as website visits, tra c patterns, and social media engagement rates in order to measure campaign success.

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Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.

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• Obtained and examined relevant information to assess validity of complaints and determine possible causes.

• Processed customer adjustments to maintain nancial accounts.

• Recommended improvements in products, services or billing methods to prevent future problems.

• Determined charges for services requested and arranged for billing.

• Referred unresolved customer grievances to designated departments for further investigation.

• Read from scripts to promote uniformity and consistency in communications. Assisted customers in navigating through various web pages on the company's website during their purchase process.

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• Built sustainable relationships and trust with customer accounts using open and interactive communication. CALL CENTER RESPONSE SPECIALIST

SiriusXM ( Remote )

February 2020 - June 2021

Consistently utilize e fective communication, knowledge retention and recall, speed and e ciency, creative problem solving, emotional stability and empathy.

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• Approach service and retention with integrity, compassion, and perseverance. Connect and builds rapport with a variety of customer types by using common courtesy, creating empathy, actively listening, educating, and o fering solutions which caters to our customers' needs.

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Di fuse high-tension situations as the need arises and goes above and beyond to create resolve to issues and customer complaints.

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Utilize multiple systems and various tools available to stay abreast of changes and new information. This is key to assist customers correctly and appropriately.

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Consistently achieve KPI call center metrics such as Call Quality, Schedule Adherence, Schedule Conformance, Attendance, and Average Handle Time.

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• Flexible and willing to work on additional assignments/department initiatives as needed.

• Attend additional training as needed to support evolving business needs. Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.

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• Employed active listening skills to accurately assess customer needs and provide appropriate solutions.

• Transferred phone calls to the proper department or individual as necessary.

• Provided accurate information about products and services in response to inquiries from customers.

• Handled customer concerns tactfully, promptly, and with genuine concern for the customer's problems. Adapted quickly to changing demands in the call center environment by adjusting work ows to meet new requirements.

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CUSTOMER SERVICE SALES SPECIALIST

Advantage Sta ng ( Remote )

April 2018 - January 2020

• Updated and noted accounts with information from customers.

• Performed administrative tasks such as data entry, order tracking, invoice processing, ling documents.

• Resolved customer issues and provided solutions quickly.

• Processed payments accurately and e ciently while maintaining compliance with company policies.

• Achieved monthly sales goals by actively engaging customers in conversations about their needs and interests.

• Maintained comprehensive knowledge of current sales promotions and product features.

• Assisted customers in selecting plans that best t their individual needs.

• Cultivated relationships with loyal customers through providing excellent customer service.

• Developed expertise in cellular phone technology and services, including troubleshooting technical problems. Successfully achieved monthly sales targets by actively listening to customer needs and suggesting appropriate solutions.

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• Managed large volumes of incoming calls e fectively within established timelines.

• Explained products and services and prices and answered questions from customers. EDUCATION

• Performed outbound calls in order to generate leads and follow up on existing customers.

• Obtained customer information such as name, address, and payment method and entered orders into computers.

• Employed persuasive communication skills when selling products or services over the phone.

• Maintained records of contacts, accounts and orders. GENERAL STUDIES

North Texas Job Corps, McKinney, TX

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