April

Dedicated Customer Service professional with 23+ years of experience in Call Center Operations and Insurance Claims Processing. Proven expert in Member Services and Benefit Administration, specializing in complex System Navigation to resolve member and provider inquiries. Highly proficient in Microsoft Office and precise Data Entry, ensuring high-quality documentation in fast-paced corporate environments.

Mortgage Account Resolution Specialist - LOANCARE LLC - Virginia Beach, VA (Remote)

(2022-01)

• Educate members and providers on complex benefit structures, payment pathways, and eligibility requirements to facilitate efficient inquiry resolution.
• Navigate internal databases and proprietary software to manage a high-volume portfolio of accounts, ensuring 100% accuracy in Data Entry and documentation.
• Resolve escalated communication gaps between members and provider relations teams to advance complex applications through the approval cycle.
• Document detailed interaction logs and account histories using Microsoft Office and Virtual Collaboration Tools to maintain record integrity.

Patient Account Specialist – Revenue Cycle - WELLSTAR HEALTH SYSTEM - Atlanta, GA

(2015-05 - 2022-01)

• Processed Insurance Claims and managed medical billing adjudication, applying Health Insurance principles to resolve outstanding patient liabilities.
• Resolved Member Services inquiries regarding complex medical bills, deductibles, co-pays, and specific Health Insurance coverage details.
• Navigated Revenue Cycle Management (RCM) systems to identify and correct billing variances, significantly improving operational efficiency and DSO metrics.
• Educated providers and members on insurance terminology while appealing denials and expediting the processing of outstanding medical claims.

Collections Team Lead & Senior Account Resolution Coordinator - TSYS TOTAL SYSTEM SERVICES - Duluth, GA

(2006-06 - 2015-04)

• Supervised Call Center Operations for a team of specialists, mentoring staff on high-volume Customer Service and performance target attainment.
• Resolved executive-level account escalations by applying tactical conflict resolution and navigating complex system barriers to secure positive financial outcomes.
• Documented compliance audits and call calibration sessions to ensure strict adherence to bank card security standards and federal regulations.
• Utilized advanced system tools to analyze consumer history and structure sustainable agreements, optimizing Member Services for a large credit portfolio.

Collections Specialist - VITAL RECOVERY SERVICES - Norcross, GA

(2000-05 - 2006-01)

• Managed high-volume outbound and inbound calling campaigns, delivering empathetic Customer Service to resolve delinquent third-party accounts.
• Documented installment agreements in institutional databases, reducing default rates through precise system navigation and data entry.
• Achieved monthly individual recovery quotas consistently while mitigating corporate legal exposure through strict regulatory compliance.
• Navigated skip tracing directories to verify contact and employment information, updating member records with high attention to detail.

Business and Communications - Ashworth College

High School Diploma - Rockdale High School