Nicole Wanscho
Groesbeck,TX
Summary
Results-driven healthcare and operations professional with expertise in case management, team leadership, and dispatch operations. Developed Standard Operating Procedures, managed high-volume communications, coordinated logistics, and ensured quality assurance in fast-paced environments.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Office Assistant
BRISC Plumbing, LLC
Watertown, WI
04.2026 - 10.2026
- Managed high-volume inbound customer calls to deliver professional service and schedule residential/commercial service calls, estimates, and inspections.
- Coordinate daily dispatch operations for field technicians across multiple service areas and serve as the central communication hub.
- Conduct post-job technician debriefs and perform daily quality assurance audits to verify technician notes, media, labor hours, and fee accuracy before closing work orders in Housecall Pro.
- Developed and maintained Standard Operating Procedures (SOPs) for office processes and field technician documentation, ensuring consistency and compliance.
- Collaborated with management to optimize scheduling efficiency and resolve conflicts in real time, enhancing overall operational workflow.
HUB Case Manager / Pharmacy Technician
EVERSANA
Chesterfield, MO
01.2024 - 10.2025
- Acted as a licensed Pharmacy Technician (CPhT) and patient advocate, serving as a single point of contact for patients, caregivers, healthcare providers, and insurance companies.
- Managed patient support programs (including LillyDirect, Merck, and Galderma), triaging inquiries and conducting welcome calls to ensure timely patient assistance.
- Conducted benefit investigations and collaborated with insurance companies on prior authorizations, ensuring compliance with SOPs and guidelines to facilitate patient access to medications.
Case Management Team Lead
Bell Legal Group
Groesbeck, TX
06.2023 - 01.2025
- Led case management team, advising programme and training divisions to enhance operational effectiveness.
- Managed planning, task delegation, performance evaluation, conflict mediation, and creation of operational reports.
- Managed planning, delegated tasks, evaluated performance, mediated conflicts, and created operational reports to support team objectives.
Licensed Medicare Agent / Manager
Lone Star Script Care
Mart, TX
02.2022 - 05.2023
- Assessed client healthcare coverage needs and recommended customized supplemental insurance, prescription drug, vision, and dental policies to enhance client satisfaction.
- Assisted Lone Star Script Care members with prescription benefit questions.
- Verified pharmacy coverage and eligibility details in patient records.
- Processed prior authorization requests with care team coordination.
Assistant Manager
Kim's Convenience Stores
Frankston, TX
09.2021 - 01.2022
- Supported store manager in daily retail operations, supervised and trained employees, managed inventory, and addressed customer service needs.
- Supervised daily convenience store operations across Kim's neighborhood retail locations.
- Trained cashiers on register procedures, lottery sales, and customer service.
- Managed inventory counts, stock replenishment, and product rotation on sales floor.
Receptionist / Administrative Assistant
Brynn Marr Hospital
Jacksonville, NC
06.2020 - 10.2020
- Welcomed and directed admitting patients, managed multi-line telecommunication switchboard, enforced facility security protocols with visitor badges and logbooks.
- Greeted patients and visitors at psychiatric hospital front desk
- Answered multi-line phones and routed calls to appropriate departments
- Scheduled appointments and coordinated patient intake paperwork
Call Center Customer Service Representative
MLB.com / Alorica
Jacksonville, NC
11.2017 - 04.2018
- Managed high-volume inbound/outbound calls, addressing customer technical and service inquiries to enhance customer satisfaction and consistently meet performance targets.
- Answered MLB.com fan calls through Alorica contact center support.
- Resolved account, billing, and service questions using CRM and ticket systems.
- Assisted customers with website access, password resets, and login troubleshooting.
Emergency Medical Technician / Supervisor
Various Organizations
04.2013 - 09.2016
- Eagle Pass Ambulance (Eagle Pass, TX | Aug 2013 Oct 2014): EMT Supervisor; managed schedules, assigned workloads, prepared staff reports, and led emergency operations.
- Uvalde EMS (Uvalde, TX | Oct 2014 Mar 2015): Administered pre-hospital emergency medical treatment.
- Eagle Pass Ambulance (Eagle Pass, TX | Aug 2013 Oct 2014): Led emergency medical team as EMT Supervisor to ensure effective patient care; managed schedules, assigned workloads, prepared staff reports, and led emergency operations.
Emergency Management Specialist
Baptist Children's Family Services
Hill Country Village, TX
05.2014 - 08.2014
- Coordinated disaster response activities and developed emergency preparedness plans for natural and technological hazards, enhancing community resilience under a DoD federal humanitarian promotion.
- Developed emergency response plans for Baptist Children's Family Services facilities.
- Coordinated disaster drills and evacuation procedures for staff and residents.
- Maintained emergency contact lists and crisis communication materials.
Education
MedCerts
North CarolinaStrategic Skills Training Institute
Olmos Park, TXVal Verde EMS Academy
Del Rio, TXHigh School Diploma -
Del Rio High School
Skills
- Operations & Leadership: Case Management, Team Leadership, Dispatch coordination, Scheduling logistics, SOP implementation, Remote collaboration, Workflow Optimization
- Administrative & Technical: Microsoft Office Suite, Data Entry, Housecall Pro, Call Center Operations, Process optimization, Document management
- Housecall Pro
- Dispatch coordination
- Appointment scheduling
- Customer relationship management
- Healthcare & Clinical: Patient Advocacy, Insurance verification, Prior Authorization, Triage, Patient Support Services, Medical Terminology
Certification
Prior Certifications: Certified Pharmacy Technician (CPhT), Licensed Medicare Agent (Life & Health Insurance), BLS Certification, ACLS Certification, CPI Certification, Forklift Certified.
Timeline
Office Assistant
BRISC Plumbing, LLC
04.2026 - 10.2026
HUB Case Manager / Pharmacy Technician
EVERSANA
01.2024 - 10.2025
Case Management Team Lead
Bell Legal Group
06.2023 - 01.2025
Licensed Medicare Agent / Manager
Lone Star Script Care
02.2022 - 05.2023
Assistant Manager
Kim's Convenience Stores
09.2021 - 01.2022
Receptionist / Administrative Assistant
Brynn Marr Hospital
06.2020 - 10.2020
Call Center Customer Service Representative
MLB.com / Alorica
11.2017 - 04.2018
Emergency Management Specialist
Baptist Children's Family Services
05.2014 - 08.2014
Emergency Medical Technician / Supervisor
Various Organizations
04.2013 - 09.2016
MedCerts
Strategic Skills Training Institute
Val Verde EMS Academy
High School Diploma -
Del Rio High School