Cassie Westerman
Intuit
Texarkana
17
years of professional experience
Healthcare professional well-versed in patient advocacy, bringing valuable experience in navigating medical systems and providing compassionate support. Expertise in patient communication and conflict resolution, consistently ensuring patient needs are met. Known for collaborative teamwork and adaptability in dynamic environments.
Work History
Technical Support Representative
5 Months- Provided technical support for hardware and software issues, ensuring prompt resolution for customer inquiries.
- Diagnosed and troubleshot complex technical problems to enhance customer satisfaction and service efficiency.
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Analyzed customer feedback to identify recurring issues, driving proactive solutions and process improvements.
Customer Advocate (Remote)
4 Months- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers actively to assess issues and provide accurate information.
- Resolved customer inquiries through multiple channels, ensuring timely and effective support.
- Collaborated with cross-functional teams to enhance customer experience and service delivery processes.
- Listen to customers actively to assess issues and provide accurate information.
- Maintained comprehensive records of client interactions to facilitate efficient follow-up and improve service quality.
Patient Advocate
8 Years 9 Months- Served as a patient advocate, ensuring that patients' rights are upheld and their concerns are addressed
- Provided assistance and support to patients in understanding their health insurance coverage, including explaining policies, benefits, and claims processes
- Reviewed daily census and conducted screening of inpatient and outpatient individuals to determine eligibility for state Medicaid and county financial assistance programs.
- Facilitated communication between patients and healthcare providers to resolve billing inquiries.
- Worked alongside State Medicaid caseworkers to verify compliance with program regulations and requirements.
- Coordinated with hospital staff to efficiently dispatch validated insurance documentation to appropriate parties.
- Reviewed and analyzed insurance claims to ensure accuracy, completeness, and adherence to the insurance company's
- Ensured compliance with relevant healthcare regulations, such as HIPAA (Health Insurance Portability and Accountability Act), privacy laws, and billing guidelines set by insurance providers
- Proven ability to manage confidential patient information, analyze medical documentation, and ensure compliance with healthcare regulations
- Proficient in medical terminology, insurance policies, and billing procedures
- Streamlined daily reporting processes through consistent organization of paperwork and data entry.
- Educated patients on financial options, ensuring comprehension of billing processes and payment plans.
- Advocated for patient financial assistance, enhancing access to necessary healthcare services.
- Entered details into computer systems and managed database of information in EHR systems
Sales Representative
11 Months- Assisted customers in finding the right products and services, and answered their questions regarding health and wellness
- Developed strong relationships with customers, enhancing loyalty and repeat business.
- Maintained accurate cash drawers and reconciled discrepancies daily.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Streamlined checkout processes, reducing wait times and enhancing overall shopping experience.
- Collaborated with sales representatives, pharmacy staff, and department managers to ensure seamless customer support
- Exceeded sales targets through effective product promotion and customer engagement.
- Processed customer transactions efficiently using point-of-sale systems.
Associate Manager
6 Years 3 Months- Resolved worker conflicts through negotiation and active listening, fostering a more collaborative environment.
- Developed and implemented training programs to enhance staff performance and product knowledge.
- Led team in achieving operational efficiency through streamlined inventory management processes.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored and supported over 15 department employees to create strong workplace culture.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Optimized staffing during peak periods by creating schedules and managing call-outs, ensuring adequate coverage.
Education
GED
Skills
Technical Software Support
CRM systems management
Billing Systems Knowledge
Claims Processing
Spreadsheet management
Clinical terminology
Medical terminology
Remote support
Client support
Customer relations
Analytical Skills
Problem Solving
Attention to Detail
Communication Skills
Medical terminology
Software
- EHR (Cerner, Meditech), CRM (salesforce), Microsoft Excel
Timeline
Technical Support Representative
Intuit
11.2024 - 04.2025Read More
Customer Advocate (Remote)
Humana (Remote)
07.2024 - 11.2024Read More
Patient Advocate
Elevate Patient Financial Solutions
09.2015 - 06.2024Read More
Sales Representative
Walgreens
01.2014 - 12.2014Read More
Associate Manager
Big Lots
02.2008 - 05.2014Read More
American Christian Academy
GED
Read More