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
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
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
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
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
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
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
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
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
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