Summary
Work History
Education
Skills
Timeline
Generic
Nicole Hickman

Nicole Hickman

Cohoes,New York

Summary

Effective Senior Customer Service Specialist with 10+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.

Work History

Health Information Representative I

Elevance Health
10.2022 - 12.2022
  • Developed appropriate and accurate written and oral responses to communicate scientific and health information to public.
  • Followed up with patients about medical and healthcare processes.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered average of 70 calls addressing customer inquiries, solving problems and providing product information.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided initial contact between distinct Care Management programs and specific identified members.
  • Handled inbound/outbound enrollment and engagement calls with eligible members to provide information regarding medications.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Health Information Specialist Lead

CIOX HEALTH, Health Information Managment
11.2021 - 09.2022
  • Sorted, scanned and indexed documents, developed workflows and processed workflow reports to keep clinical records maintained in accordance with guidelines.
  • Directed and assisted pulling and procurement of medical files according to established procedures.
  • Maintained relationships with medical providers, suppliers and reporters.
  • Monitored and tracked inventory, assigned work tasks and adjusted assignments based on priorities.
  • Trained and backed reception area, on-call and distribution runs to facilitate quality customer care.
  • Followed up with patients about medical and healthcare processes.
  • Retrieved medical data for physicians and patients.

Coordinated Care Specialist

EmblemHealth (CGCGROUP)
06.2021 - 09.2021
  • Facilities and Providers Reach out to obtain prior authorization for testing and OP, IN, procedures, and ER admission.
  • Input all patient data regarding claims and prior authorizations into Salesforce accurately.
  • Authorized surgical and medical requests by applicable plan guidelines.
  • Tracked referral submission before facilitation of prior authorization issuance.
  • Created and maintained spreadsheets detailing medical procedures and insurance denials and approvals.
  • Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
  • Managed over 50 provider calls per day.

Customer Service I

Centene (Fidelis Care)
04.2019 - 03.2021
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Presented insurance options to customers in order to close sales on new policies
  • Processed 50 invoices daily and mailed documentation to clients
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Operations Support Specialist

Cox Automotive Inc.
01.2017 - 02.2019
  • Researched, Updated all required materials needed for Dealerships and Department of Motor Vehicle
  • Copied, logged, scanned supporting documentation
  • Answered average of 100 calls, emails and faxes per day, addressing dealership inquiries, solving problems and providing new memo information
  • Obtained documents, clearances, certificates and approvals from local, state and federal agencies
  • Verified data integrity and accuracy
  • Entered details such as payments, account information and call logs into computer system
  • Sorted and placed mail into mailboxes with accuracy and efficiency
  • Weighed letters and packages and calculated costs based on classification, weight, and destination
  • E-mailed Dealerships, Vendors and D.M.V with shipping updates
  • Handled high volume paperwork and collaborated with accounting department to resolve invoicing and shipping problems

Shipping and Receiving Manager

Lord & Taylor
10.2015 - 02.2017
  • Verified that all returns were being completed within 24-hour timeframe from receipt in fulfillment area
  • Unloaded incoming trucks and properly staged inventory
  • Prepared envelopes, packages, containers and pallets with correct merchandise counts
  • Reviewed daily queue report daily to ensure all orders were processed within shipping system
  • Promoted and maintained safe work environment ensuring compliance with company safety policies
  • Trained and developed new sales team associates in product knowledge, selling techniques and company procedures
  • Performed basic mathematical calculations to check weights and dimensions of shipments
  • Coordinated efficient storage areas to optimize materials movements and minimize labor hours
  • Negotiated with various freight companies and received annual contracts resulting in cost savings of 40%.

Education

Associate Of Science - Health Information Management

Hudson Valley Community College
Troy, NY
2021

Associate Of Science - Business Administration And Management

Sullivan County Community College
Loch Sheldrake, NY
2007

Skills

  • Customer Experience
  • Ability To Manage
  • Outbound and Inbound Calls
  • Verbal And Written Communication
  • Microsoft Office Suite
  • Technical Documents Comprehension
  • Professional Manner
  • Customer Service Support
  • Schedule Appointments
  • Human Resources
  • Excellent Interpersonal Skills
  • Audit

Timeline

Health Information Representative I

Elevance Health
10.2022 - 12.2022

Health Information Specialist Lead

CIOX HEALTH, Health Information Managment
11.2021 - 09.2022

Coordinated Care Specialist

EmblemHealth (CGCGROUP)
06.2021 - 09.2021

Customer Service I

Centene (Fidelis Care)
04.2019 - 03.2021

Operations Support Specialist

Cox Automotive Inc.
01.2017 - 02.2019

Shipping and Receiving Manager

Lord & Taylor
10.2015 - 02.2017

Associate Of Science - Health Information Management

Hudson Valley Community College

Associate Of Science - Business Administration And Management

Sullivan County Community College

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Nicole Hickman