Sarah Holtz
Clarksville
Summary
Seeking advancement to a long term position that would award an exciting opportunity and career in the area of benefits, customer service and support.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Resolution Representive
CVS Health
09.2022 - Current
- AetnaMed d Team Lead / Team SME/ SME for New Hire Aetna Med D and New Hire Interim SRT
- Developed training materials for new hires, streamlining onboarding processes and improving knowledge retention.
- Participated in continuous learning initiatives to stay current on industry trends and best practices.
- Mentored junior representatives in best practices for exceptional customer service delivery.
- Assisted in the development of training materials for new hires, improving onboarding processes.
- Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Resolved complex customer inquiries, ensuring satisfaction and loyalty through effective communication techniques.
- Guided team members in handling high-volume calls, enhancing overall departmental efficiency and service quality.
Customer Care Representative
CVS Health
11.2021 - 09.2022
- Answer incoming phone calls
- Provide guidance and assistance to members including but not limited to
- Benefit and plan information
- Deductibles, HDHP, MAB, MOOPand OOP
- ICL, Coverage GAP, TrOOP, Catastrophic Coverage
- Cost Estimates and quotes
- Drug Formulary Guide
- Billing/Payment Methods/Retro Termed accounts
- Prescription Management including:
- Refill/Renewal
- Order Placement
- Order Status
- Shipping Guidelines
- Point of Sale POS / Mail Order
- Pharmacy Networks
- Medication Coverage
- Prior Authorizations Request / EPA
- State Laws for Controlled Substance
- WFH
Front Office Associate
Grace Pediatrics
07.2019 - 10.2021
- Responsible for meeting and greeting patients
- Responsible for answering and transferring phone calls
- Scheduling, confirming and rescheduling appointments
- Registering Patients
- Preparing patients charts
- Verifying insurance coverage
- Collecting co-pays and providing receipts
- Filing and scanning charts
- Entering patient demographics into database
- Completing EOD (end of day) duties which includes: running daily reports, compiling all collected monies and receipts
Inside Sales Representative, Administrative Assistant
Silex Data Solutions
10.2018 - 07.2019
- Responsible for preparing information and quotes for customers
- Responsible for managing pipeline
- Responsible for handling customer support issues
- Event Coordinator
- Responsible for driving social media presence
Managed Care Specialist 3 –Quality Control Unit
TennCare
05.2016 - 09.2018
- Responsible for highly technical professional TennCare program work of considerable difficulty and performs related work as required.
- Review and identify inconsistencies and errors in processed case files used to determine eligibility of benefits.
- Review and correct special projects such as appealed and adoption assistance case files.
Synagis Operations Manager
Amerita, Inc.
10.2011 - 02.2016
- Managed Amerita’s synagis program for 20 branches with an estimated revenue of over six million annually.
- Provided direct oversight of five pharmacy techs to include: training, observations, performance reviews, coaching and disciplinary action.
- Maintained compliance and clinical reporting for drug manufacturer, copay assistance programs and yearly rebates.
Synagis Patient Care Coordinator
Amerita, Inc.
09.2008 - 09.2011
- Received and processed incoming referrals for multiple locations to include benefit verification, authorizations, appointment/drug administration tracking, and compliance reporting.
- Discussed financial responsibility with families and facilitated patients with copay assistance, state Medicaid programs, and/or payment plans. Collected and processed monthly payments prior to deliveries.
- Coordinated and dispensed monthly synagis doses to physician offices in multiple states and utilized the pharmacy’s proprietary computer program to access prescription information including patient/prescriber data, drug selection/interaction, prescription interpretation, and submission of medical claims to patient’s pharmacy benefit manager.
Marketing Assistant
IV Solutions/Amerita, Inc.
04.2007 - 08.2008
- Completed sales-related and marketing administrative projects that included compiling marketing and sales reports, referral tracking, patient compliance, drug inventory and purchasing.
- Assisted with creation of marketing materials and physician presentations in order to grow synagis revenue in multiple markets.
- Developed synagis resource binder for both providers and patients as well as compliance tracking tools to ensure optimum clinical outcomes
Education
Associates Degree -
Miller Motte
Clarksville, TNSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Organization and time management
- Problem resolution
- Organizational skills
- Computer skills
- Excellent communication
Certification
Certified Pharmacy Tech (CPhT), 11/13 w/ recertification thru 11/17
Timeline
Senior Resolution Representive
CVS Health
09.2022 - Current
Customer Care Representative
CVS Health
11.2021 - 09.2022
Front Office Associate
Grace Pediatrics
07.2019 - 10.2021
Inside Sales Representative, Administrative Assistant
Silex Data Solutions
10.2018 - 07.2019
Managed Care Specialist 3 –Quality Control Unit
TennCare
05.2016 - 09.2018
Synagis Operations Manager
Amerita, Inc.
10.2011 - 02.2016
Synagis Patient Care Coordinator
Amerita, Inc.
09.2008 - 09.2011
Marketing Assistant
IV Solutions/Amerita, Inc.
04.2007 - 08.2008
Associates Degree -
Miller Motte
Qualifications
While providing excellent customer experience, I have over 15+ years of pharmacy sales, operations and revenue cycle experience to include benefit verification, authorizations, prescription processing, and revenue cycle management. Five years supervisory and pharmacy operations experience. Working knowledge of FDA compliance, medical inventory management, ICD-9/10, CPT, HCPCS coding and medical/pharmaceutical terminology. Experience with PeopleSafe, ASD, RXCLAIM: ADS & AS400, Citrix Desktop: Rumba & HRP, MEDHOK and OneKit and read only systems: Star Map Tool, AE Tool and MARX. Proficiency with Windows based software and Excel. Ability to type 50+ WPM and operate a multi-line phone system.
CEU’s
- Inventory Management
- Prescription Compounding
- Automated Devices for Dispensing Medications
- Pharmacology and the Nervous System
- Drug Classifications
- HIPPA
- Pharmacy Laws and Ethics