ANGELA T. WESTERFIELD
Summary
Dynamic customer service professional with over a decade of specialized experience in Medicare and Medicaid, consistently recognized for delivering efficient and compassionate support while leading teams to achieve outstanding results. Exceptional communication skills, strong organizational abilities, and effective time management ensure seamless operations and client satisfaction. Driven by a passion for advancement into management roles, committed to fostering a culture of excellence through a friendly and genuine approach. Dedicated to enhancing service delivery by leveraging extensive industry knowledge and a proactive problem-solving mindset.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
UnitedHealthcare
03.2014 - Current
- Subject Matter Expert in Medicare and Medicaid
- Team Lead supporting multiple employer groups across states including NY, CA, and MO
- Dedicated representative for Missouri Consolidated Health Care Plan (MCHCP)
- Trained 25+ employees on Medicare and Retirement processes
- Led team huddles and distributes daily updates and performance reports
- Educated members on benefits, eligibility, and claims
- Resolved billing inquiries in collaboration with providers and members
- Assisted clients with navigating benefits websites
- Supported pharmacists and clients with prescription drug coverage
- Managed NBA (Next Best Action), UES (User Experience Survey), adherence, and scheduling reports
- Remote
Front End Leader / PBX Operator / Customer Service / Cashier
Micro Center Electronics
08.2012 - 04.2014
- Trained, managed, and evaluated a team of 8 cashiers
- Ensured daily cash reconciliation and safe balancing
- Processed and verified web orders within turnaround goals
- Delivered excellent customer service and resolved escalated issues
Education
No Degree - Billing & Coding
St Louis College of Health Careers
Saint Louis, MO09-2005
Skills
- Medical Terminology
- Office and Phone customer service
- Client Service & Support
- Medicare & Medicaid Benefits
- Medical Billing & Coding
- Staff Training & Leadership
- Problem Solving & Time Management
- Website IT Support
- System Knowledge: Marx, RxClaims, Maestro, Knowledge Central, COSMOS, DOC360, ICUE, Genesys, Knowledge Library, Tableau, Intelligence Studio, Qfiniti, Neida, IEX, Pulse, Qualtrics
- Customer support
- Complaint resolution
- Quality assurance
Certification
- Medicare & Retirement Benefits Certification III
- Certified Compliance Champion
- NPS (Net Promoter Score) Certified
Timeline
Senior Customer Service Representative
UnitedHealthcare
03.2014 - Current
Front End Leader / PBX Operator / Customer Service / Cashier
Micro Center Electronics
08.2012 - 04.2014
No Degree - Billing & Coding
St Louis College of Health Careers
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