Email Customer Support Specialist Candidate

CASSANDRA D. MARKS

Akron, OH • ********@*****.*** • 330-***-****

PROFESSIONAL SUMMARY

Healthcare Customer Service & Claims Specialist with 10+ years of experience in payment posting, claims processing, insurance verification, and documentation accuracy. Strong command of ANSI codes, ERA/EOB interpretation, and resolving payor discrepancies. Known for accuracy, workflow improvement, and delivering compliant, patientcentered support. Seeking to contribute revenue cycle expertise to the Medical Cash Poster role at Equip Health.

CORE COMPETENCIES

Medical Payment Posting

ANSI Codes (CO, PR, OA, Denials)

ERA/EOB Interpretation

Claims Processing & Adjustments

Patient Account Reconciliation

Insurance Verification

Refund Processing

HIPAA Compliance

EMR/CRM Systems

Documentation Accuracy

Payor Communication

HighVolume Call Support

Problem Resolution

Patient Statement Processing

PROFESSIONAL EXPERIENCE

Premier Health — Member Advocate II

2016 – Present Dayton, OH

Support claims review, insurance verification, and resolution of discrepancies with payors.

This contributed to a 15% reduction in claims errors through improved documentation accuracy.

Collaborate with insurance carriers to verify payments, confirm eligibility, and maintain compliant account records.

Assist with patient statement inquiries and ensure timely, accurate followup.

Train new staff on claims workflows, documentation standards, and HIPAA compliance.

Recognized as Employee of the Quarter for exceptional service and workflow improvements.

Summa Care — Medicare Customer Service Representative I

2013 – 2016 Akron, OH

Supported Medicare members with claims questions, billing inquiries, and benefit explanations.

Reviewed EOBs and assisted members in understanding payment posting outcomes.

Ensured documentation accuracy and compliance with CMS and HIPAA standards.

Improved member education by simplifying complex billing and claims information.

Summa Care — Eligibility Member Services

2012 Akron, OH

Processed enrollments, reconciled error reports, and ensured accurate member data entry.

Experience with interpreting ANSI codes, processing denials, and updating patient accounts accurately.

Prepared HIPAAcompliant correspondence and supported account updates.

Strengthened accuracy in patient account setup and eligibility verification.

EDUCATION & CERTIFICATIONS

Associate degree – Electronic Technician

Medical Billing & Coding Certification

General Accounting Certification

Additional coursework: Customer Service Excellence, Bias Awareness, Microsoft Teams, Workflow Optimization

ADDITIONAL STRENGTHS

95%+ satisfaction rating in member support

Strong analytical and problemsolving skills

High accuracy and attention to detail

Compassionate communicator with patients, families, and payors

COVER LETTER — CASSANDRA D. MARKS

Cassandra D. Marks Akron, OH ********@*****.*** 330-***-****

Hiring Team Equip Health

Dear Hiring Team,

I am writing to express my interest in the Medical Cash Poster position with Equip Health. With over ten years of experience in healthcare customer service, claims processing, and insurancerelated account support, I bring a strong foundation in payment posting, ANSI code interpretation, and accurate patient account management. My background aligns closely with the responsibilities outlined in your job posting, and I am confident in my ability to contribute to your team.

In my current role as a Member Advocate II at Premier Health, I support claims review, insurance verification, and the resolution of discrepancies with payors. I have experience with interpreting ANSI codes, processing denials, and ensuring accurate updates to patient accounts. My work has contributed to a 15% reduction in claims errors and improved clarity in patient account communication. I also collaborate with insurance carriers to verify payments, confirm eligibility, and maintain accurate, compliant account records.

Previously at Summa Care, I supported Medicare members with claims questions, billing inquiries, and EOB interpretation. These experiences strengthened my ability to process payments, understand complex claim outcomes, and maintain accuracy in fastpaced environments. Across all roles, I have been recognized for my attention to detail, strong documentation habits, and commitment to delivering clear, compassionate support to patients and families.

Equip Health’s mission and commitment to accuracy and patientcentered service resonate strongly with me. I would welcome the opportunity to contribute my skills in payment posting, claims interpretation, and revenue cycle support to your team.

Thank you for your time and consideration. I look forward to the opportunity to discuss how my experience can support Equip Health’s continued success.

Sincerely, Cassandra D. Marks

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