Cassie Westerman
Texarkana,AR
Summary
Experienced professional with over 15 years of customer service expertise and 8 years as a Patient Advocate. Skilled in navigating healthcare systems, resolving insurance and billing issues, and advocating for patient rights. Demonstrated ability to handle confidential patient information, analyze medical documentation, and ensure compliance with healthcare regulations. Strong foundation in customer service and management gained from previous role as an Associate Manager at Big Lots. Seeking to utilize extensive patient advocacy experience and customer service skills, Health Insurance and Data Entry. Proficient in medical terminology, insurance policies, reviewing medical records, inputting data in healthcare systems, and billing procedures.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
Intuit
11.2024 - Current
- Developed user manuals to simplify complex concepts for diverse user groups.
- Implemented automated solutions, increasing efficiency for recurring technical problems.
- Utilized diagnostic tools to resolve network issues, improving overall system performance.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Customer Advocate
Humana
07.2024 - 11.2024
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
Patient Advocate
Elevate Patient Financial Solutions
09.2015 - 06.2024
- Provide assistance and support to patients in understanding their health insurance coverage, including explaining policies, benefits, and claims processes
- Review and analyze insurance claims to ensure accuracy, completeness, and adherence to the insurance company's guidelines
- Resolve claim disputes and work with insurance providers to resolve claims in a timely manner
- Help patients navigate the complexities of health insurance, including understanding insurance terminology, coverage limitations, and preauthorization requirements
- Assist patients in understanding medical billing statements, identifying errors or discrepancies, and resolving billing issues
- Provide guidance on the negotiation of medical bills and payment plans
- Serve as a patient advocate, ensuring that patients' rights are upheld and their concerns are addressed
- Maintain accurate and detailed records of patient interactions, insurance claims, and billing activities
- Generate reports and analyze data to identify trends, areas for improvement, and opportunities to optimize revenue cycle management
- Ensure compliance with relevant healthcare regulations, such as HIPAA (Health Insurance Portability and Accountability Act), privacy laws, and billing guidelines set by insurance providers
- Experienced Patient Advocate with 8 years of expertise in navigating healthcare systems, resolving insurance and billing issues, and advocating for patient rights
- Proven ability to manage confidential patient information, analyze medical documentation, and ensure compliance with healthcare regulations
- Strong foundation in customer service and financial transactions from a previous role as a Cashier at Walgreens, enhancing attention to detail and multitasking capabilities
- Proficient in medical terminology, insurance policies, and billing procedures
- Reduced data entry errors with thorough quality control checks and timely corrections.
- Streamlined daily reporting processes through consistent organization of paperwork and data entry.
Sales Representative
Walmart
01.2014 - 12.2014
- Build strong relationships with customers by providing exceptional service and understanding their needs
- Assist customers in finding the right products and services, and answer their questions regarding health and wellness
- Meet or exceed sales goals by promoting and selling Walgreens products, including over-the-counter medications, personal care items, and health and wellness products
- Demonstrate in-depth knowledge of Walgreens products, including their uses, benefits, and any associated health insurance coverage
- Develop and maintain positive relationships with healthcare providers, insurance companies, and other stakeholders in the healthcare industry
- Accurately record customer information, sales transactions, and insurance details in the appropriate systems
- Ensure compliance with data privacy and security regulations
- Assist customers in navigating health insurance billing processes, including verifying coverage, submitting claims, and resolving billing discrepancies
- Identify and resolve customer issues and concerns related to insurance billing, product availability, or service quality
- Escalate complex issues to appropriate departments or management as needed
- Work collaboratively with other sales representatives, pharmacy staff, and department managers to provide seamless customer service
- Share knowledge and best practices to enhance team performance
Associate Manager
Big Lots
02.2008 - 05.2014
- Remedied issues and conflicts among workers using negotiation and active listening.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
- Mentored and supported Number Type department employees to create strong workplace culture.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
High School Diploma -
American Christian Acedemy
Texarkana, TX04.2002
Skills
- Medical Terminology
- Health Insurance Billing
- Electronic Health Records (EHR)
- Attention to Detail
- Customer Service
- Analytical Skills
- Communication Skills
- Problem Solving
- Remote support
- Customer service expert
- Software installation
- Defect analysis and resolution
- Analytical thinking
- Spreadsheets proficiency
- CRM Systems Knowledge
- Data entry and record keeping
Timeline
Technical Support Representative
Intuit
11.2024 - Current
Customer Advocate
Humana
07.2024 - 11.2024
Patient Advocate
Elevate Patient Financial Solutions
09.2015 - 06.2024
Sales Representative
Walmart
01.2014 - 12.2014
Associate Manager
Big Lots
02.2008 - 05.2014
High School Diploma -
American Christian Acedemy
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