April User

I’m a dedicated Customer Service and claims professional with 23+ years of experience across Call Center Operations and Insurance Claims Processing. I specialize in Member Services and Benefit Administration, especially when inquiries require complex system navigation and precise documentation.

In my current role as a Mortgage Account Resolution Specialist, I educate members and providers on complex benefit structures, payment pathways, and eligibility requirements. I navigate internal databases and proprietary software to manage a high-volume portfolio with 100% accuracy in Data Entry and account documentation, while keeping detailed interaction logs and account histories using Microsoft Office and Virtual Collaboration Tools.

Previously, at Wellstar Health System, I processed insurance claims and managed medical billing adjudication by applying Health Insurance principles to resolve patient liabilities. By navigating Revenue Cycle Management (RCM) systems to identify and correct billing variances, I significantly improved operational efficiency and DSO metrics, while resolving Member Services inquiries related to deductibles, co-pays, and coverage details.

Earlier in my career at TSYS and Vital Recovery Services, I led call center teams, mentored specialists, and resolved executive-level escalations using tactical conflict resolution. I also ensured compliance through call calibration and audits (HIPAA, RESPA, FDCPA, FCRA), consistently meeting recovery quotas while mitigating risk through strict regulatory adherence and advanced negotiation.