Madison Rogers

I bring 11+ years of experience in healthcare customer service and high-volume call environments, with a clear focus on TennCare claims and document processing. I improve accuracy and turnaround by managing state databases, resolving billing discrepancies, and coaching staff on documentation standards. I’m at my best when I’m combining careful attention to detail with practical workflow improvements that reduce delays and rework.

In my current Customer Service Representative III role (Nov 2023–Present), I was promoted to an application processor and manage document workflows to ensure accurate claims submission and timely processing. I use the Tennessee state database to update TennCare records while ensuring compliance with healthcare standards and protocols, coordinating with providers and insurers to resolve billing discrepancies and secure timely reimbursements. I also answer complex TennCare eligibility inquiries, clarify benefit timelines, reduce repeat follow-up inquiries, and process incoming medical records into the state system by verifying patient identifiers and maintaining daily filing accuracy.

Previously (Nov 2022–Nov 2023), I handled large volumes of inbound calls related to TennCare insurance coverage, processing and responding to insurance claims and policy requests via mail, telephone, or email with accuracy and organization. I utilized various encrypteddatabases to assist individuals with accurate information, update records, and maintain high customer service quality. For more complex needs, I performed thorough research to interpret policy provisions, explain complex policy details, and independently manage routine to moderately complex inquiries, grievances, complaints, or appeals—seeking assistance only when needed.

Before healthcare, I strengthened my sales and operations foundation as a Sales Manager/Photographer and a Category Manager, where I trained new hires, supported consistent quality, and used data and insights to guide decisions. That background reinforces how I approach claims work: communicate clearly, analyze what’s happening in the process, and take ownership of improvements. I’m seeking roles that expand my claims management responsibilities and process improvement impact.