Markasia Madison
Orlando
Summary
Compassionate and empathetic customer service and healthcare support professional with experience in patient advocacy, active listening, and problem-solving. Adept at handling high-volume inquiries, insurance verification, and claims processing while ensuring compliance with HIPAA/PHI regulations. Proven ability to build rapport with customers, resolve concerns efficiently, and maintain accurate records. Seeking a people-first support role where I can apply my communication skills, attention to detail, and ability to de-escalate situations to enhance the customer experience.
Overview
5
5
years of professional experience
Work History
Seasonal Reimbursement Specialist
CareMetx
12.2024 - 03.2025
- Assisted patients in understanding their insurance benefits and medication coverage with empathy and patience
- Verified insurance eligibility and prescription coverage, ensuring accurate data entry and patient records
- Communicated with patients and healthcare providers to provide clarity on reimbursement processes and resolve concerns
- Ensured compliance with HIPAA/PHI regulations, handling sensitive information with discretion and care
- Supported company objectives by maintaining compliance with all relevant state and federal regulations governing medical billing practices.
- Collaborated with cross-functional teams to streamline processes and enhance claim accuracy
Patient Care Advocate I
Cigna
01.2023 - 01.2024
- Helped patients navigate online health systems, access medical records, and manage prescriptions
- Provided clear and supportive explanations of medications and insurance benefits to ease patient concerns
- Used active listening skills to understand patient needs and escalate complex cases when necessary
- Managed high call volumes while maintaining a customer-focused approach
- Ensured compliance with HIPAA/PHI privacy laws, protecting patient confidentiality
Dispatch Service Technician
Alorica
01.2021 - 01.2023
- Responded to emergency service requests with urgency and empathy, ensuring customers felt heard and supported
- Dispatched technicians efficiently, prioritizing safety and timely resolution of elevator service issues
- Provided reassurance to distressed customers, remaining calm and professional under pressure
- Managed inbound and outbound calls to coordinate service requests effectively
- Explained diagnostic findings to customers and outlined repair or service options.
Customer Service Representative
AppleOne
01.2020 - 01.2021
- Assisted callers in applying for statewide financial assistance programs with kindness and patience
- Accurately entered and updated customer information, ensuring data integrity and timely processing
- Handled high call volumes, delivering quality service in a fast-paced environment
- Maintained strict confidentiality of personal data in accordance with HIPAA/PHI regulations
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Arts - Social Work, General Studies
Seminole State College
Lake Mary, FL01-2026
High School Diploma -
Workforce Advantage Academy
Orlando, FL06-2020
Skills
- Empathy and compassionate customer support
- Active listening and emotional intelligence
- Insurance verification and claims processing
- Patient advocacy and healthcare navigation
- Conflict resolution and de-escalation
- Remote work and multitasking
- Strong verbal and written communication
- Data entry and accuracy
- HIPAA and PHI compliance
- Problem-solving and attention to detail
- Appeals handling
- Microsoft office
Timeline
Seasonal Reimbursement Specialist
CareMetx
12.2024 - 03.2025
Patient Care Advocate I
Cigna
01.2023 - 01.2024
Dispatch Service Technician
Alorica
01.2021 - 01.2023
Customer Service Representative
AppleOne
01.2020 - 01.2021
Associate of Arts - Social Work, General Studies
Seminole State College
High School Diploma -
Workforce Advantage Academy
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