Customer Service Representative

SM

SHERIDAN MCALPIN

***************@*****.*** 214-***-**** Glenn Heights TX

Experienced professional bringing several years of experience in debt collections and accounts receivable. Expert in repayment negotiations and repayment plan structuring. Successful in managing bad debt by reducing aged accounts. Experienced benefits professional knowledgeable about plan options, report writing and benefit structures. Good communicator with an organized approach and hardworking nature. Aged account reporting

Repayment negotiations

Billing and collections best practices

Skip Tracing

Healthcare claim coding

Coding Error Resolution

Medical Terminology

Data Entry

Data Verification

Records Management

Patient Data Coding

Attention to Detail

Medical Billing Processing

Delinquent account management

Account Management

Outbound Calling

Payment posting

Customer research

Account Review

Mortgage Banking and Analysis

Collections

Creative Thinking

Skill Building

Video Conferencing

Verbal and written communication

Microsoft office/ word

Excel

Crescent Bank Carrollton, Texas

Collections Agent

08/2022 - Current

Interviewed customers to obtain financial information, payment history and other relevant details.

Researched customer accounts for any discrepancies or outstanding payments.

Negotiated payment plans with customers to ensure timely repayment of debt.

Assisted in the development of strategies to improve collections process efficiency.

Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.

Conducted skip-tracing activities to locate delinquent customers. Processed payments through various methods such as credit cards, online banking and cash transactions.

Provided feedback on employee performance based on observed results during training sessions.

Recommended changes or improvements in existing training processes as needed.

Trained newly hired top talent to fill key positions and maximize productivity.

Summary

Skills

Experience

Investigated customer disputes and complaints regarding billing errors and incorrect charges.

Adhered to company policies and applicable laws while collecting debts from customers.

Monitored customer accounts for changes in financial status or contact information.

Resolved complex issues that arose during the collections process. Utilized skip tracing techniques including phone calls, internet searches and databases.

RoundPoint Mortgage Company Plano,

Texas

Triage Specialist

09/2020 - 07/2022

Interviewed customers to obtain financial information, payment history and other relevant details.

Researched customer accounts for any discrepancies or outstanding payments.

Negotiated payment plans with customers to ensure timely repayment of debt.

Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.

Investigated customer disputes and complaints regarding billing errors and incorrect charges.

Assisted customers with the escrow process, including answering questions and providing documentation.

Processed payments from buyers and sellers in a timely manner. Resolved issues related to escrow accounts by communicating with customers and lenders.

Ensured compliance with state laws and regulations regarding real estate transactions.

Provided customer service through phone calls or emails promptly and professionally.

Maintained current knowledge of secondary market trends, government programs and other available financing sources.

Evaluated existing customer accounts for refinancing opportunities or additional services offered by the company.

Interacted with title companies, attorneys, surveyors and other third parties involved in the loan process.

BroadPath Healthcare Tucson, Arizona

Customer Service Lead

08/2018 - 08/2020

Handled customer inquiries and complaints in a professional manner. Provided expertise on product knowledge, services, policies and procedures to customers.

Directed customer service staff activities, including training, coaching and performance management.

Provided advice and guidance to customers regarding health insurance plans, coverage options, and benefits.

Assessed customer needs and provided tailored solutions for their individual healthcare requirements.

Reviewed existing policy documents and made necessary changes as per customer requests.

Resolved customer queries related to health insurance claims, payments, reimbursements.

Developed relationships with clients and managed their accounts on a regular basis.

Responded promptly to client inquiries via phone, email or other communication channels.

Reviewed patient medical records for accuracy, completeness and compliance with coding regulations.

Verified accuracy of procedure codes to ensure proper reimbursement levels.

Assisted in the development of coding guidelines and policies. Maintained up-to-date knowledge of coding changes, updates, and new rules.

Performed audits on coded claims to ensure that all required data elements are included for accurate payment processing.

Prepared reports summarizing coding trends or areas where additional training is needed.

Reviewed eligibility for medical insurance coverage and other benefit plans.

Explained the impact of life events such as marriage or divorce on benefits enrollment status.

Provided guidance on claims processing procedures to ensure timely payments.

Maximus Irving, Texas

Customer Service Representative

04/2015 - 05/2018

Provided excellent customer service to resolve customer complaints in a timely manner.

Scheduled appointments for patients using the electronic health records system.

Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.

Assisted in checking patient's insurance eligibility prior to their appointment.

Collected payments from patients and entered them into the billing system accurately.

Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services. Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.

Maintained client confidentiality according to HIPAA regulations at all times.

Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.

Verified patient demographic information in order to ensure accuracy of data entry.

LeTourneau University Longview, TX

Some College (No Degree) in Applied Psychology

Education and Training

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