Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
Generic

Nicole Dreher

Columbia,SC

Summary

Results-driven Customer Service Professional with over 7 years of experience in both inbound and outbound service, consistently surpassing customer expectations and performance metrics. Proficient in conflict resolution and dedicated to fostering positive customer relationships. Recognized for exemplary attendance, teamwork, and a commitment to ongoing professional development.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Remote Billing and Collection Specialist

Annuity Health
Westmont, IL
07.2024 - Current
  • Received payments and posted amounts to customer accounts.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Contacted insurance companies to check status of claim payments.
  • Contacted customers with delinquent accounts to solicit payment.
  • Answered customer questions regarding account discrepancies or problems.
  • Assisted in developing processes that improved collections efficiency and accuracy.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Negotiated payment plans with customers who have difficulty paying their balances in full according to the agreed upon terms.
  • Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
  • Calculated billing charges, prepared and submitted claims to insurance companies.
  • Reviewed medical records to ensure accuracy of billing information and patient data.
  • Submitted claims to insurance companies.
  • Maintained accurate records of collections, adjustments and denials in the system.
  • Verified insurance coverage and identified third-party payers for billing purposes.
  • Assessed billing statements for correct diagnostic codes and identified problems with coding.
  • Answer 65+ inbound calls a day from patients and insurance companies.

Seasonal Retail Associate

Hanna Andersson
10.2023 - 01.2024
  • Answer 75+ inbound calls per day from customers.
  • Able to multitask applications while talking to customers on the phone.
  • Proficiency with Windows 10 OS, Microsoft Office Suite, and Google Suite.
  • I made sure to correspond and engage with customers, including by phone, chat, and email about orders.
  • Identify and assess customers' needs to achieve satisfaction and resolutions.
  • Meet customer service levels, and sales goals.
  • Build sustainable relationships and trust with customers through open, interactive communication.
  • Could you offer additional products and/or services?

Customer Service Advisor Tier 2

Eyemed Medicare
05.2019 - 07.2023
  • Verify patient billing information
  • Schedule appointments with doctor
  • Review patient claims and benefits with members
  • Review benefits and eligibility with providers
  • Provide point of contact for escalated cases
  • Built customers confidence by actively listening to their concerns
  • Ability to become proficient with processes after completing a structured training program
  • Answer 90+ inbound calls per day
  • Routinely utilize multiple resources to resolve patient inquiries while on the phone
  • Review claim status with doctors, void claims and reinstate members benefits
  • Maintain performance goals
  • Focus on excellence

Proxy Voting Specialist

Alliance Advisors LLC
11.2018 - 04.2019
  • Answered inbound high call volumes of 60 or more calls.
  • Delivered an exceptional level of service to each voter by listening to their concerns.
  • Responsible for handling scripted outbound calls, with the possibility of data entry in forms.
  • Recorded details of inquiries, complaints, or comments, as well as actions taken.
  • Worked past objections and answered customer questions with the provided scripts.
  • Matched the tone and pace of the call recipient in a calm, diplomatic manner.
  • Achieved productivity standards and goals set by the company.

Education

Associate of Science - Health Sciences

University Of People
Pasadena, CA
11-2025

Cosmetology License - Cosmetology

Kenneth Shuler School of Cosmetology and Nails
Columbia, SC
10.1989

Graduate - General Studies

Lexington High School
Lexington, SC
06.1987

Skills

  • Problem-Solving Expertise
  • Compassionate Communication
  • Steadfast Accountability
  • Adaptability
  • Expertise in Software Navigation
  • MS Office
  • Google Suite
  • Proficient in Epic Resolute Hospital Billing
  • Accuracy
  • Invoicing
  • Time management
  • CRM software
  • Active listening
  • Detail-oriented
  • Scheduling
  • Technical troubleshooting
  • Medical terminology

Certification

Licensed Cosmetologist

Epic Resolute Certification

Assessments

  • Basic computer skills, Proficient, 03/01/24
  • Retail customer service, Proficient, 03/01/24
  • Attention to detail, Proficient, 07/01/23
  • Business math, Proficient, 03/01/24
  • Customer focus & orientation, Proficient, 08/01/23
  • Food service: Customer situations, Proficient, 03/01/24

Timeline

Remote Billing and Collection Specialist

Annuity Health
07.2024 - Current

Seasonal Retail Associate

Hanna Andersson
10.2023 - 01.2024

Customer Service Advisor Tier 2

Eyemed Medicare
05.2019 - 07.2023

Proxy Voting Specialist

Alliance Advisors LLC
11.2018 - 04.2019

Associate of Science - Health Sciences

University Of People

Cosmetology License - Cosmetology

Kenneth Shuler School of Cosmetology and Nails

Graduate - General Studies

Lexington High School

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