Tremaine Westmoreland
Louisville,KY
Summary
To secure a career opportunity in a growth-oriented revenue cycle management organization where I can leverage my strong customer service and leadership skills to foster employee development and deliver exceptional customer satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
RCS Associate
IU Health
Indianapolis, IN
06.2018 - Current
- Knowledge of patient registration and financial clearance
- High level of interpersonal and problem solving skills
- Work within a team and maintain collaborative relationships
- Assist in scheduling, registration, insurance verification, prior-authorization, financial counseling/individual solutions, cashiering, release of information and customer service
- Verifies that all insurance requirements have been met.
- Primary resource to patients regarding prior authorization process.
- Educate providers and their clinical staff regarding the prior authorization process. Advises providers and their clinical staff when issues arise relating to obtaining prior authorization.
- Contact payers to obtain prior authorizations. Enters standardized documentation within electronic medical record to identify prior authorization and the criteria surrounding each authorization.
- Collect clinical information regarding services to be rendered for prior authorizations.
- Serve as primary resource to ambulatory clinics regarding the prior authorization process and requirements.
- Follow payer processes (website, fax, contact number) to submit appropriate clinical documentation. Remains current on updates from payers to ensure appropriate reimbursement from payers.
Customer Care Advocate
Gerber Life
Fremont, MI
06.2023 - 05.2024
- Maintained high levels of customer retention with proactive outreach initiatives
- Conducted thorough research to provide accurate information and resolve complex issues effectively
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes
- Built rapport with customers through personalized interactions, increasing their trust in the company's products or services
Customer Care Agent
Best Buy
Indianapolis, IN
12.2020 - 06.2023
- Assisted call-in customers with questions and orders
- Navigated multiple computer systems and applications to find information
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Logged call information and solutions provided into internal database
- Resolved concerns with products or services to help with retention and drive sales
- Responded to customer needs through competent customer service and prompt problem-solving
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
Insurance Sales Representative/Licensed Benefit Advisor
Aflac
Indianapolis, IN
01.2017 - 06.2018
- Use social and in-person networking to reach CEOs, business owners and HR managers to determine which voluntary benefits programs suit their employees best
- Make a difference by connecting with existing policyholders to provide service and support
- Build and maintain client relationships by working the Aflac way
- Research and develop new business opportunities
- Enroll clients in AFLAC products
- Maintain relationships with employers and clients
Insurance Agent
Geico
Indianapolis, IN
01.2014 - 06.2018
- Develop proficiency in insurance theories and practices
- Develop expertise in analyzing customer needs
- Learn how to negotiate price, coverage, and terms for renewals
- Build relationships with agents
- Collaborate with underwriters, claims, and marketing in an effort to learn business and processes
- Demonstrate an aptitude for analyzing and interpreting underwriting information
Contact Center Representative
ITT Technical Institute
Carmel, IN
01.2013 - 01.2014
- Establish contact with prospective students through outside and inbound telephone calls
- Communicates via telephone with prospective students to identify educational aspirations and interests
- Asks preliminary qualifying questions
- Provides basic information about ITT Technical Institute and the programs offered at the campus
- Schedules appointments for resident campus recruitment interviews
- Records/inputs information in recruitment database
- Ensures compliance with applicable Company policies and procedures, laws, and regulations
Customer Account Executive
Comcast Cable Communications
Fishers, IN
01.2012 - 01.2013
- Interacts with customers via telephone to assist with a variety of customer inquiries
- Corrects errors and discrepancies on customers' billing statements as necessary
- Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in an organized and concise manner
- Achieves overall call center performance goals, while impacting the business goals of the organization
Servicing Specialist
SallieMae
Fishers, IN
01.2007 - 01.2012
- Perform due diligence and default prevention in accordance with Federal Regulations
- Answer inbound and outbound calls through a dialer system
- Effectively communicate immediate resolutions on delinquent accounts
- High knowledge of all varieties of student loan programs
- Avert claims on delinquent accounts
Education
Bachelor of Science - Organizational Leadership and Supervision, Organizational Communication & Human Resources
Purdue University, School of Engineering And Technology
05-2025
Bachelor Of Science - Business Administration in HR Management
ITT Technical Institute
05.2014
Skills
- Computer proficiency
- Date Entry & Data Evaluation
- Effective communication skills
- Epic & Cerner
- Insurance verification
- Medical appeals handling
- Medical terminology
- Microsoft Office
- Prior authorization process & Utilization review experience
- Project Management & Organizational Leadership
- QuickBooks & Peachtree
Certification
Life, Accident, & Health/Personal Lines, Indiana Department of Insurance
Accomplishments
I-Core Project: involved integrating Finance, Marketing, and Operations in the solution of a real-world issue with a local company.
- Conducted a feasibility study of a new service
- Presented findings to faculty and company executives
- Team findings resulted in company adoption of the service
- First Place Award for I-Core Business Competition
Timeline
Customer Care Advocate
Gerber Life
06.2023 - 05.2024
Customer Care Agent
Best Buy
12.2020 - 06.2023
RCS Associate
IU Health
06.2018 - Current
Insurance Sales Representative/Licensed Benefit Advisor
Aflac
01.2017 - 06.2018
Insurance Agent
Geico
01.2014 - 06.2018
Contact Center Representative
ITT Technical Institute
01.2013 - 01.2014
Customer Account Executive
Comcast Cable Communications
01.2012 - 01.2013
Servicing Specialist
SallieMae
01.2007 - 01.2012
Bachelor Of Science - Business Administration in HR Management
ITT Technical Institute
Bachelor of Science - Organizational Leadership and Supervision, Organizational Communication & Human Resources
Purdue University, School of Engineering And Technology