Lawan Holloway
Raleigh,NC
Summary
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
7
7
years of professional experience
Work History
Remote Healthcare Customer Service Representative
Adhere Health
09.2025 - Current
- Collaborated with healthcare teams to streamline appointment scheduling and improve patient experience.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed 150+ calls per day while exceeding performance quotas
- Navigated 4–6 systems simultaneously to verify demographics, document interactions, and resolve member inquiries efficiently.
- Supported Medicare part D(Cigna) members with scheduling their medication management reviews with Adhere health pharmacist
Remote Customer Service Advocate
Centene - Louisiana HCC
07.2025 - 09.2025
- Answered incoming healthcare contact center calls, averaging 30 per day for the Medicaid population, and made outbound calls as needed according to department policies.
- Gathered and verified member demographic information and documented calls using 4–6 standard computer systems, including CRM applications, for quality and metrics reporting.
- Assisted members with address updates, ordering membership cards, PCP updates, authorization status, and provided guidance for website registration and navigation.
- Applied problem-solving and active listening skills to identify caller needs, including potential crisis situations, escalating according to standard procedures, and providing reassurance.
- Responded to customer inquiries via telephone and written correspondence in a timely manner, processed written correspondence, and coordinated referrals or member transportation as appropriate.
- Maintained performance and quality standards based on established call center metrics, including turnaround time, accuracy, and customer satisfaction.
Remote Healthcare Customer Service Representative
Aetna, a CVS Health
08.2024 - 07.2025
- Resolved patient inquiries and concerns through effective communication and problem-solving techniques.
- Educated patients on insurance benefits, coverage options, and billing processes to enhance understanding.
- Monitored customer service metrics to identify trends and implement process improvements for efficiency.
- Trained new representatives on systems, protocols, and customer interaction best practices to ensure consistency.
- Placed OTC orders for members / Fall prevention orders
- Managed over 100+ calls
Remote Medicaid Representative
WellCare Medicaid
08.2023 - 08.2024
- Educated clients on Medicaid eligibility criteria and benefits, enhancing understanding of available resources.
- Collaborated with healthcare providers to verify patient eligibility and coordinate care services effectively.
- Coordinated prior authorization requests with healthcare providers and insurance companies to ensure timely approvals.
- Educated patients on medication usage, potential side effects, and interactions effectively.
- Handled sensitive patient information confidentially, ensuring compliance with HIPAA guidelines.
- Answered incoming phone calls (100+ ) and addressed questions from customers and healthcare providers.
- Processed prior authorization requests efficiently to ensure timely medication access.
- Educated patients on authorization processes and medication options, enhancing understanding and compliance.
Remote Apple Support Advisor
Kelly Connect - Raleigh, NC
01.2022 - 08.2023
- Handle an average of 100 calls per day, consistently exceeding performance metrics.
- Deliver prompt and effective support with a professional, friendly, and patient demeanor.
- Memorize and apply knowledge of over 55 company products and services.
- Complete provider and customer insight reports, accurately inputting over 12,000 units of sensitive data.
- Achieve a 5-star customer satisfaction rating through voice, chat, and email communications.
- Resolved technical issues through comprehensive troubleshooting and customer communication.
- Documented and tracked customer interactions in ticketing system for future reference.
- Analyzed recurring technical problems to identify trends and propose solutions for improvement.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Video Repair Specialist
Charter Communications, Spectrum - Morrisville, NC
12.2018 - 01.2022
- Managed an average of 150 calls per day, surpassing individual daily quotas.
- Utilized CRM software to accurately document customer interactions, issues, and resolutions.
- Collaborated with other departments to expedite resolutions and enhance customer experience.
- Resolved escalated customer issues promptly, ensuring swift resolution and high customer satisfaction.
Education
High School Diploma -
Garner High School
Garner, NC06.2016
Skills
- Delivered exceptional customer service by answering an average of 100 calls daily, resolving complex issues with a professional and empathetic approach, maintaining a 5-star satisfaction rating, and effectively managing sensitive data across various communication channels
- Computer Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and company-based systems or software
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Call center experience
- Data entry proficiency
- Empathy and patience
Timeline
Remote Healthcare Customer Service Representative
Adhere Health
09.2025 - Current
Remote Customer Service Advocate
Centene - Louisiana HCC
07.2025 - 09.2025
Remote Healthcare Customer Service Representative
Aetna, a CVS Health
08.2024 - 07.2025
Remote Medicaid Representative
WellCare Medicaid
08.2023 - 08.2024
Remote Apple Support Advisor
Kelly Connect - Raleigh, NC
01.2022 - 08.2023
Video Repair Specialist
Charter Communications, Spectrum - Morrisville, NC
12.2018 - 01.2022
High School Diploma -
Garner High School