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Definition of Reputation Credits
Sage Hollingsworth
Dedicated professional with almost a decade of experience in providing superior customer service and support within the healthcare industry. Well-versed in scheduling, interaction documentation, and database management functions for streamlined communication. Excels at identifying client needs and concerns to improve overall service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for providing a meaningful impact whenever possible.
504-203-0039 New Orleans, Louisiana, USA Sage Hollingsworth | LinkedIn
Work History:
Escalation Team Specialist
Accredo Specialty Pharmacy
March 2020 - March 2024
• 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)
Accredo Specialty Pharmacy
Feb 2018 - March 2020
• 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 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
West Jefferson Medical Center
Aug 2015 - Oct 2017
• 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.
Education:
Joseph S. Clark Preparatory
High School Diploma
2009 - 2013
Skills:
- Emotional Intelligence • Case Management • HIPPA
- Complaint Resolution • Process Improvement • Treasury and Cash Management
- Customer Service Skills • De-Escalation Techniques • Goal Setting and Achievement
- Inbound And Outbound Calling • Medical Terminology • Call Documentation
- Call Center Procedure • Fraud Detection • Tech Savvy
- Microsoft Office • Zoom • Slack
- EPIC
Sage Hollingsworth
Dedicated professional with almost a decade of experience in providing superior customer service and support within the healthcare industry. Well-versed in scheduling, interaction documentation, and database management functions for streamlined communication. Excels at identifying client needs and concerns to improve overall service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for providing a meaningful impact whenever possible.
504-203-0039 New Orleans, Louisiana, USA Sage Hollingsworth | LinkedIn
Work History:
Escalation Team Specialist
Accredo Specialty Pharmacy
March 2020 - March 2024
• 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)
Accredo Specialty Pharmacy
Feb 2018 - March 2020
• 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 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
West Jefferson Medical Center
Aug 2015 - Oct 2017
• 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.
Education:
Joseph S. Clark Preparatory
High School Diploma
2009 - 2013
Skills:
- Emotional Intelligence • Case Management • HIPPA
- Complaint Resolution • Process Improvement • Treasury and Cash Management
- Customer Service Skills • De-Escalation Techniques • Goal Setting and Achievement
- Inbound And Outbound Calling • Medical Terminology • Call Documentation
- Call Center Procedure • Fraud Detection • Tech Savvy
- Microsoft Office • Zoom • Slack
- EPIC