NICHOLA AUGHTRY
Greenwood,IN
Summary
Dedicated and compassionate Customer Service and Healthcare Operations Professional with over 20 years of experience providing exceptional service, resolving complex issues, and supporting high-volume environments. Skilled in patient relations, scheduling, data entry, and process coordination with a strong commitment to accuracy, empathy, and efficiency. Proven ability to collaborate across departments, ensure compliance with organizational standards, and deliver quality results in fast-paced healthcare and service settings.
Overview
9
9
years of professional experience
Work History
Customer Operations Agent
Envoy Air / American Airlines
02.2021 - Current
- Coordinate aircraft operations, dispatch ground support, and manage daily gate and crew activities to ensure safe and efficient flight operations.
- Maintain compliance with FAA and company safety standards while managing multiple communication systems.
- Support passengers and staff by providing timely updates and effective issue resolution.
- Managed passenger check-in processes, enhancing customer experience and operational efficiency.
- Coordinated flight operations to ensure timely departures and arrivals.
- Oversaw baggage handling procedures, ensuring compliance with safety regulations and minimizing delays.
- Led training sessions for new agents on standard operating procedures and safety protocols.
Patient Service Representative
Riley Children’s Hospital – IU Health
06.2021 - 12.2023
- Verified insurance coverage, processed payments, and managed appointment scheduling with attention to detail.
- Maintained accurate and confidential patient records in the electronic health system (EHR).
- Delivered exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Assisted with pre-registration, authorization requests, and coordination of care to support clinic operations.
- Managed patient scheduling and appointment confirmations to enhance operational efficiency.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Customer Service Representative
Cigna / Express Scripts
02.2017 - 09.2022
- Responded to high-volume inbound calls regarding prescriptions, benefits, and coverage inquiries.
- Guided patients and providers through order processing, refills, and prior authorization procedures.
- Ensured HIPAA compliance while documenting interactions and meeting performance and quality metrics.
- Recognized for delivering empathetic, efficient, and solution-oriented service.
- Managed high-volume calls while maintaining a positive customer experience.
Education
High School Diploma -
Austin Career Academy
Chicago, IL06-1989
Skills
- Customer service expertise
- Experience with multi-line systems
- Scheduling & Coordination
- Data entry expertise
- Insurance Verification
- HIPAA Compliance
- Problem Solving
- Cross-Functional Collaboration
- Team Leadership
- Reception management
Timeline
Patient Service Representative
Riley Children’s Hospital – IU Health
06.2021 - 12.2023
Customer Operations Agent
Envoy Air / American Airlines
02.2021 - Current
Customer Service Representative
Cigna / Express Scripts
02.2017 - 09.2022
High School Diploma -
Austin Career Academy