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Sage Hollingsworth

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Accredo Specialty Pharmacy
Jospeh S. Clark Preparatory
New Orleans, Orleans, State of Louisiana, United States

Professional Background

  • Current status
    Ready to interview
  • Profession
    Customer Service / Support
    Case Manager
  • Fields
  • Work experience
    6-10 years relevant
  • Management
  • Skills
    Emotional Intelligence
    Case Management
    Complaint Resolution
    Process Improvement
    De-Escalation Techniques
    Goal Setting and Achievement
    Customer Service Representative
    Inbound And Outbound Calling
    Medical Terminology
    Call Documentation
    Call Center Procedure
    Fraud Detection
    Tech Savvy
    Microsoft Office
    Treasury and Cash Management
    Customer Service Skills
  • Languages
    Native or Bilingual
  • Highest level of education

Job search preferences

  • Desired job type
    Remote Only
  • Desired positions
    Customer Service Representative
  • Desired work locations
  • Freelance

Work Experience

Escalation Specialist

Mar 2020 - Mar 2024
4 yrs 1 mo
Efficiently processed escalated concerns for medical claims and prescription drug orders via phone, email, and chat while maintaining professionalism and empathy. Liaised between providers, insurance companies, and patients to expedite orders and resolve any issues or discrepancies. Provided exceptional customer service by maintaining a 92% one-call resolution rate consistently ensuring patient satisfaction. Set clear expectations, monitored phone calls, and provided feedback to assist 15+ agents with pursuing optimal paths to achieve metrics. Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.

Patient Care Advocate (PCA)

Feb 2018 - Mar 2020
2 yrs 2 mos
Served as the first point of contact to patients calling to order their prescriptions for home delivery and processed those orders. Kept meticulous records of all relevant documentation within the EMR system for easy access by healthcare providers. Consulted with physicians, colleagues, and supervisors to ensure highest level of patient care. Supported pharmacy''s financial goals by accurately processing patient payments, insurance claims, and assisting customers with various billing inquiries. Safeguarded patient privacy by maintaining strict adherence to HIPAA regulations during all interactions.

Information Desk Receptionist

Aug 2014 - Oct 2017
3 yrs 3 mos
Streamlined front desk operations for increased efficiency, managing phone calls and directing visitors to appropriate departments. Provided backup support for administrative tasks during peak periods or staff absences, exemplifying teamwork and versatility. Managed visitor sign-in process efficiently, ensuring proper documentation for security purposes while minimizing wait times for guests.


High School Diploma
2009 - 2013