NICOLE WAGES
Woodstock,GA
Summary
Results-driven Operations Customer Service Manager with expertise in optimizing processes and enhancing customer satisfaction. Led initiatives that improved workflow efficiency and increased customer retention. Experienced in strategic planning and problem-solving, ensuring effective operations across departments. Skilled in client relations, streamlining communication, and proactively addressing client needs. Results-driven healthcare professional skilled in patient care, administrative processes, and compliance. Committed to optimizing workflows and enhancing patient experiences through effective communication and meticulous attention to detail.
Overview
14
14
years of professional experience
Work History
Patient Insurance Coordinator
Endodontics Practice Partners
Alpharetta, GA
04.2026 - Current
- Streamlined patient insurance verification and eligibility processes, ensuring accuracy and reducing delays.
- Managed claims submissions and follow-up with insurance providers, facilitating timely resolutions.
- Coordinated patient intake information processing and medical record updates prior to treatment, ensuring readiness for care.
- Supported new patients during intake process, ensuring smooth transitions into care.
- Accurately relayed patient information through effective communication with healthcare providers.
- Maintained patient records using electronic health record systems effectively.
- Optimized appointment scheduling for patients, improving overall workflow.
- Scheduled appointments for patients and coordinated follow-up visits.
Client Relations Case Manager
LeasePlan USA
Alpharetta, USA
07.2020 - 12.2025
- Coordinated case management for clients in vehicle leasing and fleet management.
- Acted as a liaison between clients, vendors, and internal stakeholders to streamline communication and resolve issues efficiently.
- Facilitated communication between clients and internal departments to streamline service requests and improve response times.
- Anticipated client needs and resolved issues proactively, consistently exceeding expectations through meticulous attention to detail.
- Developed personalized plans to address client needs and vehicle requirements, fostering stronger client relationships and satisfaction.
- Managed complex administrative workflows supporting multiple departments, ensuring timely resolution of client and internal needs.
- Cross-trained teams in Compliance and Driver Services, strengthening interdepartmental rapport and operational functionality.
- Recognized for empathetic communication and service excellence, creating memorable experiences in high-touch environments.
- Conducted research, compiled reports, and developed presentations for leadership on emerging opportunities and internal process improvements.
Medical Device Delivery & Patient Care Specialist
Ermi
Atlanta, USA
08.2018 - 12.2019
- Educated patients and caregivers on device usage and safety protocols, ensuring confidence and comfort during setup.
- Delivered and installed specialized medical equipment (end range of motion devices) across hospitals, clinics, and private residences. Ensuring proper functionality and patient readiness.
- Addressed patient concerns with professionalism, fostering trust and comfort in high-stress environments.
- Combined technical service with patient care, supporting operational efficiency and improving client satisfaction.
- Executed routine maintenance and minor repairs, coordinating with technical teams for effective troubleshooting and service.
- Managed equipment pickups and ensured accurate documentation of delivery details, patient interactions, and device status.
- Adhered to healthcare regulations and internal compliance standards, maintaining a clean driving record and prioritizing safety.
Lead Assistant
J and J Dental
Marietta, USA
01.2013 - 08.2018
- Certified Lead Dental Assistant with over 10 years of experience supporting clinical procedures, managing assistant teams, and delivering exceptional patient care.
- Supervised team of dental assistants, driving 98% patient satisfaction rate through streamlined workflow and compassionate service.
- Recruited and mentored 10 new hires, maintaining 100% retention rate and fostering collaborative, high-performing team culture.
- Assisted chair side for procedures including X-rays, impressions, and restorative treatments, ensuring smooth clinical operations.
- Provided front desk support by scheduling and confirming appointments, answering phones, and collecting payments to ensure seamless patient experience.
- Managed inventory and coordinated with vendors to reduce supply costs by 15%, enhancing operational efficiency.
- Recorded and maintained patient confidential records in electronic system to ensure accuracy and compliance.
Education
Associate of Science - Health Sciences
Isothermal Community College
Forest City, NC04-2026
Skills
- Case handling expertise
- Patient care services
- Client relations strategy
- Salesforce instruction
- HIPAA adherence
- Process enhancement techniques
- Administrative assistance and planning
- Timekeeping and scheduling skills
- Microsoft Office suite mastery
- Virtual meeting platforms proficiency
- Customer service delivery
- Leadership development
- Analytical problem-solving
- Organizational acumen
- Multitasking proficiency
- Effective communication abilities
- Collaborative teamwork
- EHR systems knowledge
- Claims processing skills
References
Available Upon Request
Timeline
Patient Insurance Coordinator
Endodontics Practice Partners
04.2026 - Current
Client Relations Case Manager
LeasePlan USA
07.2020 - 12.2025
Medical Device Delivery & Patient Care Specialist
Ermi
08.2018 - 12.2019
Lead Assistant
J and J Dental
01.2013 - 08.2018
Associate of Science - Health Sciences
Isothermal Community College