Sheridan McAlpin
Glenn Heights,TX
Summary
Experienced professional with a strong background in debt collections and accounts receivable. Skilled in negotiating repayment terms and structuring effective repayment plans. Proven track record of successfully managing bad debt by reducing aged accounts. Extensive knowledge of benefits plans, report writing, and benefit structures. A skilled communicator with an organized approach and a strong work ethic.
Overview
10
10
years of professional experience
Work History
Collections Agent
Crescent Bank
08.2022 - 10.2024
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Assisted in the development of strategies to improve collections process efficiency.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Conducted skip-tracing activities to locate delinquent customers.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Provided feedback on employee performance based on observed results during training sessions.
- Recommended changes or improvements in existing training processes as needed.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Monitored customer accounts for changes in financial status or contact information.
- Resolved complex issues that arose during the collections process.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
Triage Specialist
RoundPoint Mortgage Company
09.2020 - 07.2022
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Assisted customers with the escrow process, including answering questions and providing documentation.
- Processed payments from buyers and sellers in a timely manner.
- Resolved issues related to escrow accounts by communicating with customers and lenders.
- Ensured compliance with state laws and regulations regarding real estate transactions.
- Provided customer service through phone calls or emails promptly and professionally.
- Maintained current knowledge of secondary market trends, government programs and other available financing sources.
- Evaluated existing customer accounts for refinancing opportunities or additional services offered by the company.
- Interacted with title companies, attorneys, surveyors and other third parties involved in the loan process.
Customer Service Representative
Internal Revenue Service, IRS
12.2024 - Current
- Ensured the precision of information by thoroughly examining tax records.
- Maintained a professional tone while assisting taxpayers.
- Multitask different systems to ensure thorough research.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Lead
BroadPath Healthcare
08.2018 - 08.2020
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Directed customer service staff activities, including training, coaching and performance management.
- Provided advice and guidance to customers regarding health insurance plans, coverage options, and benefits.
- Assessed customer needs and provided tailored solutions for their individual healthcare requirements.
- Reviewed existing policy documents and made necessary changes as per customer requests.
- Resolved customer queries related to health insurance claims, payments, reimbursements.
- Developed relationships with clients and managed their accounts on a regular basis.
- Responded promptly to client inquiries via phone, email or other communication channels.
- Reviewed patient medical records for accuracy, completeness and compliance with coding regulations.
- Verified accuracy of procedure codes to ensure proper reimbursement levels.
- Assisted in the development of coding guidelines and policies.
- Maintained up-to-date knowledge of coding changes, updates, and new rules.
- Performed audits on coded claims to ensure that all required data elements are included for accurate payment processing.
- Prepared reports summarizing coding trends or areas where additional training is needed.
- Reviewed eligibility for medical insurance coverage and other benefit plans.
- Explained the impact of life events such as marriage or divorce on benefits enrollment status.
- Provided guidance on claims processing procedures to ensure timely payments.
Customer Service Representative
Maximus
04.2015 - 05.2018
- Delivered prompt solutions to address customer concerns effectively.
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Verified patient demographic information in order to ensure accuracy of data entry.
Skills
- Attention to Detail
- Verbal and written communication
- Microsoft office/ word
- Excel
- Listening
- Speaking
Timeline
Customer Service Representative
Internal Revenue Service, IRS
12.2024 - Current
Collections Agent
Crescent Bank
08.2022 - 10.2024
Triage Specialist
RoundPoint Mortgage Company
09.2020 - 07.2022
Customer Service Lead
BroadPath Healthcare
08.2018 - 08.2020
Customer Service Representative
Maximus
04.2015 - 05.2018
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