Cassidi Nichols
Chicago,IL
Summary
High-performing benefits verification specialist supporting multichannel customer service operations. Verifies insurance eligibility, resolves ticketed issues, and updates EMR and CRM systems with accurate case data. Maintains responsive documentation of policy details and resolution steps for consistent internal handoffs.
Overview
14
14
years of professional experience
Work History
Customer Hero Specialist
SpotHero
Chicago, Illinois
01.2025 - Current
- Assisted drivers with payment inquiries and location updates to enhance customer satisfaction.
- Resolved booking issues through internal ticketing and communication tools.
- Tracked recurring support trends to inform improvements in SpotHero service workflows.
- Clarified service policies for customers and vendor contacts to ensure understanding and compliance.
- Documented cases and routed complex issues to proper teams.
- Worked with other departments to support efficient workflow processes.
- Supported parking reservation requests for SpotHero customers and partners.
Insurance Verification Specialist
Adapt Health
Chicago, Illinois
04.2022 - 06.2024
- Prepared reports, invoices, letters, and medical records using word processing, spreadsheet, and other software tools.
- Updated patient accounts and insurance coverage to support accurate medical supply orders.
- Verified insurance eligibility for AdaptHealth durable medical equipment orders.
- Communicated coverage requirements with AdaptHealth patients and referral sources.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Called insurance companies to collect policy information and payment benefits for patients.
- Monitored government regulation changes impacting healthcare reimbursement systems.
- Followed federal and state regulations for insurance verification.
- Planned and organized call-backs to ensure timely communication with patients to follow up with patients.
Customer Email & Chat Specialst
Hennes & Mauritz (H&M)
Chicago, Illinois
04.2020 - 05.2022
- Worked toward first-contact resolution to address customer issues quickly and accurately.
- Managed support inbox, addressing customer questions and service requests promptly.
- Monitored email queues and replied quickly to customer requests.
- Resolved email issues through CRM and ticketing system workflows.
- Tracked follow-up emails and customer actions, ensuring timely resolutions.
- Handled live chat inquiries, providing efficient support to enhance customer satisfaction.
- Used telephony, email, and chat tools to resolve end-user inquiries.
- Reviewed chat transcripts for quality and accuracy.
- Evaluated customer satisfaction to improve service quality throughout the interaction process.
- Joined ongoing training sessions to stay current on company policies and procedures.
- Followed H&M Group customer service procedures.
- Handled escalated customer complaints in a professional manner.
Customer Service Representative
Chicago Transit Authority, CTA
Chicago, Illinois
09.2017 - 03.2020
- Resolved customer complaints and service requests through CTA customer service systems, ensuring high service quality.
- Documented incident reports and addressed customer complaints to enhance customer experience.
- Resolved customer questions about fares, passes, and transit policies.
- Assisted CTA riders with route information, service alerts, and station directions.
- Supported positive public relations and assisted customers with courteous service.
- Assisted passengers with lost-and-found inquiries to successfully reunite them with lost items across buses and rail stations.
- Guided passengers through accessibility services and station assistance procedures.
Membership Services Coordinator
Blue Cross Blue Shield of Illinois
Chicago, Illinois
03.2013 - 07.2017
- Managed member records in membership database and CRM systems to ensure accuracy and compliance.
- Scheduled membership services and supported enrollment appointments.
- Processed new memberships, renewals, and account updates accurately.
- Explained medical management programs to members during inbound calls, enhancing member understanding and engagement.
- Resolved escalated member service complaints promptly, ensuring member satisfaction and retention.
- Partnered with the accounting department to address member billing inquiries.
- Placed outbound calls to schedule at-home visits with a nurse practitioner.
- Completed health risk assessments and community referrals.
- Scheduled nurse visits and prepared updates for Blue Cross Blue Shield of Illinois staff.
Education
High School Diploma -
Bronzeville Scholastic Institute
Chicago, IL06-2012
Some College (No Degree) - Business Administration
Moraine Valley Community College
Palos Hills, ILSkills
- CRM management
- Customer communication
- Live chat support
- Customer support tools
- Attention to detail
- Efficient documentation
- Case documentation
- Insurance verification
- Benefits eligibility
- Insurance processing
- Claims follow-up
- Billing support
- Healthcare operations
- EMR documentation
- Conflict resolution
Timeline
Customer Hero Specialist
SpotHero
01.2025 - Current
Insurance Verification Specialist
Adapt Health
04.2022 - 06.2024
Customer Email & Chat Specialst
Hennes & Mauritz (H&M)
04.2020 - 05.2022
Customer Service Representative
Chicago Transit Authority, CTA
09.2017 - 03.2020
Membership Services Coordinator
Blue Cross Blue Shield of Illinois
03.2013 - 07.2017
High School Diploma -
Bronzeville Scholastic Institute
Some College (No Degree) - Business Administration
Moraine Valley Community College