Sharnay Hollingsworth

Katy, TX 318-***-**** adzw2z@r.postjobfree.com

CUSTOMER SERVICE REPRESENTATIVE

PATIENT ACCESS REPRESENTATIVE

Provides World-Class Customer Service Improves Patient Confidence Healthcare Industry Experience

A professional with a career history of building customer/patient rapport while serving as a knowledgeable and dedicated front-line representative of organizations in critical industries, including healthcare. Registers patients, verifies insurance coverage, explains financial responsibilities and billing procedures, schedules appointments, maintains files, and protects critical information.

Patient/Customer Service Representative Scheduling Verifications Insurance Validations Admissions Registrations

HIPAA Data Management Active Listening Needs Analysis Medical Records Reporting Patient Education

Maintains Accuracy and Confidentiality Billing/Accounts Receivables Payment Processing Referrals

PROFESSIONAL EXPERIENCE

Ochsner Health System LSU Health 8/2022 – 4/2023

PATIENT ACCESS REPRESENTATIVE CUSTOMER SERVICE REPRESENTATIVE

Established instant rapport with a diversified group of patients while providing high levels of customer service throughout the registration and admission process, prioritizing/managing multiple projects and activities, and positively representing the healthcare institution.

Gathered, Recorded, and Maintained Up-to-Date Patient Information, including insurance, identification documents, medical histories, and consent forms, in printed forms and in electronic medical records (EMR)/electronic healthcare records (EHR) systems with accuracy and thoroughness.

Verified Insurance (private insurance, Medicaid, Medicare), Gained Pre-Authorizations/Pre-Certificates, Processed Referrals, and Communicated Policy Details (e.g., coverage, co-payments, deductibles, service eligibility, and out of pocket maximums) while ensuring patients understood their financial responsibilities, obligations, and payment options.

Complied with all HIPAA Privacy Regulations and Healthcare Insurance Regulations to minimize risk/exposure and protect the confidentiality and sensitivity of patient data.

Scheduled Patient Appointments and Procedures for multiple departments and clinics, including cardiology, neurosurgery, and surgery clinics. Ensured the availability of healthcare practitioners, clinics, and patients, emailed confirmations, provided instructions for procedures/surgeries, and coordinated reschedules.

Managed Patient Relationships via phone, email, and in-person, responded to inquiries/questions, and resolved issues regarding scheduling, admissions, and insurance verifications with finesse and in accordance with internal standards.

Brookshire’s Grocery 10/2011 -- 8/2022

CUSTOMER SERVICE LEADER (Pharmacy/Deli) OFFICE ASSISTANT

Served as a front-line representative to the business while delivering superior front-line customer service, leading teams, and ensuring full compliance with internal and regulatory standards.

Fostered a Welcoming and Inclusive Environment for Customer Satisfaction, Repeat Business, and Referrals. Showcased warmth and friendliness, answered questions, provided timely assistance in locating items, and resolved issues with urgency/diplomacy.

Processed Purchase Transactions in a Point of Sale (POS) System while handling cash and electronic payments (cash, checks, and credit cards) with accuracy.

Maintained a Clean/Aesthetically Pleasing Professional Store and Adhered to Visual Merchandising Standards while stocking products and creating displays.

Complied with all Operational Safety (OSHA) and Food Safety Regulations and Sanitation Procedures to ensure the well-being of customers and colleagues.

Provided Office Administrative Support, including scheduling, calendaring, reporting, memorandums, and file management, while meeting deadlines in a rapid-paced environment.

EDUCATION

MEDICAL OFFICE SPECIALIST CERTIFICATION: Ayers Career College

Technical Skills: Microsoft Word, Microsoft Excel, Outlook, Zoom, Adobe

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