Sarah Piatt Email & Phone Number

Columbus, Ohio, United States

Developed peers on training specialty by collectively answering over one hundred questions a day, upskilled peers through shadowing. Collaborated with training team on several business led initiatives. Coordinated, analyzed, and troubleshot medication Prior Authorizations. Maintained high performance as an AC, simultaneously completing a large, self-managed project.Informally upskilled peers past base training, per manager requests. Acted as informal leader on all teams, serving as a SME, wealth of information and scribe. Identified trends and discrepancies within hubs of information, escalated and resolved most.

Ohio, United States

Self-managed a large, business-initiated project. Improved and expanded upon most utilized information hub by Account Coordinators, managed from initial user testing, iterating based on feedback, and heading up change management prior to launching. Reduced number of workflows needed by roughly 90%, successfully created 34 technical workflows & resources to replace nearly 500. Managed JIRA and Kanban boards; created cards; collaborated with stakeholders; developed understanding of agile principles and workflows.Easily determined when to escalate a situation and to update key stakeholders. Created multiple trainings on the new hub interface and managed two pilots while maintaining other performance in two other roles.Acted as Front-Line Liaison between Knowledge Management Team and Account Coordinators, supporting the most important line of business by communicating perspectives, opinions, and facts in the current AC standard as well as ensuring accurate and uniform changes to pertinent documents. Assessed business and quality needs for the newly launched project, researching and working directly with Quality Assurance to update documents with uniform call quality standards.

Dublin, Ohio, United States

Provided exceptional customer service through inbound/outbound calls in a modern, fast-paced, contact center environment.Offered empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the members’ health plan.Asked probing questions to recognize additional patient needs, including those beyond their current healthcare benefits to provide additional solutions, often going above and beyond company expectations.Built prior authorizations to send to review for HCPs, utilizing ICD-10 and CPT codes. Worked with insurance plans to reprocess claims, educated members on claim history, and distilled information to be easily understood by members / HCPs.

Columbus, Ohio, United States

As a lead hostess and server, I completed tasks in all departments, including hosting, serving, BOH work, and flexing to assist positions that required support.Served and accommodated guests, provided them with exceptional customer service as well as communicating with other staff to ensure completion of tasks efficiently, never sacrificing customer experience.Determined wait times for customers and evaluated overflow capacity to smoothly and efficiently operate the restaurant.

Columbus, Ohio, United States

Efficiently planned reservations and carefully calculated server workloads to ensure the best service.Successfully managed large parties and trained new employees.Accommodated guest needs, evaluated restaurant wait time needs, and flexed to fill support staff roles.Answered inbound phone calls from potential customers regarding general questions and reservations.

Columbus, Ohio, United States

Coordinated with management & staff to successfully establish a fine dining restaurant and created a hosting system consisting of paper and electronic formats to enhance restaurant efficiency and operations.Oversaw planning of reservations and walk-ins to accommodate guests as well as staff workloads, and assessed wait times in order to manage overflow.