LA SEONA TROTMAN
Philadelphia,PA
Summary
Offering a strong foundation in administrative support and healthcare documentation management, eager to develop in the precertification field. I bring forth the ability to quickly learn and apply insurance guidelines and medical coding. Ready to use and develop organizational and communication skills in this Team Lead role.
Overview
4
4
years of professional experience
Work History
Precertification Specialist
Independence Blue Cross
Philadelphia, PA
10.2024 - Current
- Review complex authorization requests while ensuring compliance with medical policies and turnaround standards.
- Partner with providers and internal teams to resolve authorization issues efficiently.
- Manage competing priorities while maintaining accuracy and excellent service.
- Analyzed trends in denials or authorization delays to identify opportunities for improvement within the precertification department.
- Improved team productivity with regular training sessions on new software programs and tools utilized in the precertification process.
Senior Customer Service Representative (Champion Team)
Independence Blue Cross
Philadelphia, PA
10.2023 - 10.2024
- Delivered concierge-level service to VIP members with complex healthcare concerns.
- Mentored new employees and supported Champion Navigation training initiatives.
- Served as a trusted resource for peers by providing guidance on escalated cases.
- Balanced customer advocacy with company policy to achieve positive outcomes.
- Mentored junior representatives, fostering skill development and promoting best practices within the team.
Member Help Team (MTH) Customer Service Rep
Independence Blue Cross
Philadelphia, PA
08.2022 - 10.2023
- Assisted customers in navigating health insurance options and benefits.
- Collaborated with team members to streamline response processes for common issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor's Degree - Psychology
Neumann University
Aston, PA12.2021
MHA - Healthcare Administration
LSUS
New Orleans, LA05-2027
Skills
- Leadership & Coaching
- Employee Development
- Training & Onboarding
- Healthcare Operations
- Medicare Customer Service
- Precertification
- Escalation Resolution
- Quality Improvement
- HIPAA Compliance
- Cross-functional Collaboration
- Analytical Problem Solving
- Microsoft Office
Timeline
Precertification Specialist
Independence Blue Cross
10.2024 - Current
Senior Customer Service Representative (Champion Team)
Independence Blue Cross
10.2023 - 10.2024
Member Help Team (MTH) Customer Service Rep
Independence Blue Cross
08.2022 - 10.2023
Bachelor's Degree - Psychology
Neumann University
MHA - Healthcare Administration
LSUS
Leadership Highlights
- Four years of progressive growth with Independence Blue Cross.
- Advanced from Medicare Member Services to Champion Team and Senior Customer Service Representative.
- Trusted to train new hires and assist with Champion Navigation team training.
- Two years of Precertification experience collaborating across departments and providers.
- Bachelor's degree completed; Master of Healthcare Administration currently in progress.