Joseph Shepherd
Information Specialist
Henderson,CO
Summary
Medical Insurance Billing // Tech Support // Order Management // Bankruptcy Process // Authentication and Fraud Prevention // Quality Assurance // System Monitoring Authorized to work in the US for any employer
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Manager
LexisNexis
- And various Social Security Administration aids to accurately authenticate potential customers
- Centurylink Communications – Continued
- Handle calls and requests from inter-company sales representatives and managers who are prompted to contact us regarding red flags or other issues which hold their order until our clears it, be it an authentication discrepancy, a previous debt incurred by the applicant, or various other issues that require our group to investigate before clearing, (TSM): IT Support for the call center
- This includes help desk support for both hardware and software issues
- Respond to phone calls and tickets submitted by representatives and their managers for resolution
Premium Billing Specialist
Medica Health
07.2022 - Current
- Medica is a non-profit medical insurance company and business partner with my employer Support.com
- The position focuses on health insurance plans provided predominantly through the Healthcare.gov
- Marketplace
- This position is fully remote
- Functions:
- Handle incoming calls and electronic requests surrounding the premium billing aspects of health benefit plans
- This includes billing breakdowns with subsidized tax credits vs the responsible amounts the member pays
- Explain bills, process payments, setup payment plans, provide benefit explanations, issue and process written complaints, and various related tasks as warranted
- Detailed data entry regarding numbers quoted, information discussed, tax credits applied, and other information pertinent to the member and their benefits
- Adherence to PHI and other privacy guidelines are a must, and strictly adhered to by Medica
- Additional functions are performed as necessary which can vary depending on time of year
- An example would be during open enrollment there is more focus on initiating plans for the new year and taking binder payments to confirm their benefits plan
Health Plan Specialist
Medica and Support
Denver, com
07.2021 - Current
Sr Information Specialist, Credit Specialist
Centurylink Communications, Decisioning Solutions
03.2004 - 10.2014
- Handle day-to-day client disputes forwarded to our group including billing disputes, claims of identity theft, fraud, threats of lawsuits, and debt validation
- Issued credits to accounts when necessary
- Directly handle residential customer bankruptcies and business client bankruptcies including pre/post petition account splitting, sending out letters to our customers indicating applicable account information, and ensuring the customer resolves any outstanding post-petition deposits and other payments as necessary
- Responsible for ensuring company compliance with legal guidelines such as FDCPA, BAPCPA, and various credit reporting practices
- Company liaison between our company and various business and government clients including paralegals, bankruptcy trustees, attorneys and managers of collections agencies
- Provide collection account managers with outstanding debt obligations not yet met
- Coordinate with outside collection agencies to ensure timely communication and action regarding client accounts placed at the agency
- This includes balance and status updates, as well as account recalls and bureau correction in the event an account becomes resolved or in the event of an erroneous referral
- Previous Department - Authentication and, Utilize various credit and authentication systems including Liquid Credit
Sr Quality Assurance Specialist
Lumen Technologies / CenturyLink
03.2004 - 10.2014
- Observe call recordings for departments including sales, customer service, DSL tech support, and escalations
- Provided feedback to the representatives and also submitted reports to upper management regarding trends and improvement at the coaching level and also to developing improved training
- I, at which point the company surplused our department and I left on good standing
- Afterwards I took the opportunity to take up programming for freelance work, part time day trading, and taking care of my father at the onset of the pandemic
- I am currently pursuing long term employment full time, but am amenable to temporary or contract positions as well
- Prior to above I was employed by Schlumberger, Tek Systems and MCI Worldcom
- Further details and references will be happily provided upon request
- Thank you for your time
Education
High school diploma - General Studies
AHS
09.1994 - 05.1998
Skills
Technical Supportundefined
Timeline
Premium Billing Specialist
Medica Health
07.2022 - Current
Health Plan Specialist
Medica and Support
07.2021 - Current
Sr Information Specialist, Credit Specialist
Centurylink Communications, Decisioning Solutions
03.2004 - 10.2014
Sr Quality Assurance Specialist
Lumen Technologies / CenturyLink
03.2004 - 10.2014
High school diploma - General Studies
AHS
09.1994 - 05.1998
Technical Support Manager
LexisNexis
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