Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Eager to take on new responsibilities or challenges, and continue to grow.
Hi, I’m
SAGE HOLLINGSWORTH
New Orleans,USA
Summary
Overview
9
years of professional experience
Work History
Accredo Specialty Pharmacy
CSR Escalations Team Lead
06.2017 - 04.2023
Job overview
- Process over 80 escalated requests for incoming rx drug orders via phone, email, & chat a day.
- Assume difficult patient situations requiring sensitivity and sound judgment.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Follow-through on all critical inter-departmental escalations to increase customer retention rates.
Accredo Specialty Pharmacy
Patient Care Advocate
12.2015 - 06.2017
Job overview
- Consulted Physicians, Colleagues, and Supervisors to ensure highest level of patient care.
- Served as first point of contact to patients calling to order their prescriptions for home delivery and processed those orders.
- Processed payments from patients and insurance companies.
- Resolved patients issues by clarifying complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution.
West Jefferson Medical Center
Information Desk Receptionist
08.2014 - 10.2015
Job overview
- Accurately verified information and updated information databases as necessary
- Resolved guest and staff issues independently by using strong organizational, conflict management, and decision-making abilities
- Wrote and distributed professional, error-free correspondence such as internal memos, email responses, and professional letters.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Education
Joseph S. Clark Preparatory High SchoolNew Orleans, LA
High School Diploma
08.2013
University Overview
Skills
- Senior Leadership Support
- Multi-Line Telephone Operation
- Managing Multiple Tasks
- Computer Proficiency
- Remote Call Center Procedure
- Case Management
- Document and Records Management
- Conflict Resolution
Timeline
CSR Escalations Team Lead
Accredo Specialty Pharmacy
06.2017 - 04.2023
Patient Care Advocate
Accredo Specialty Pharmacy
12.2015 - 06.2017
Information Desk Receptionist
West Jefferson Medical Center
08.2014 - 10.2015
Joseph S. Clark Preparatory High School
High School Diploma
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