Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Wright

Wilmington,DE

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

7
7
years of professional experience

Work History

Cash and Trade

Citi
08.2024 - Current
  • Performed end-to-end document and payment processing, including mail receipt, document assembly, image capture, data entry, and outbound shipping preparation.
  • Consistently met or exceeded quality and productivity standards across multiple core functions.
  • Maintained exceptional attention to detail to ensure accuracy and minimize rework.
  • Adapted quickly to shifting deadlines and daily work assignments while maintaining productivity.
  • Safely operated mail center automated equipment in compliance with safety and operational guidelines.
  • Escalated issues in a timely manner and identified process improvement opportunities to drive efficiency.
  • Collaborated with peers, managers, and cross-shift teams to meet client timelines and quality requirements.
  • Supported staff education and onboarding to strengthen team performance.
  • Ensured compliance with regulatory, security, and corporate policies in a high-security environment.
  • Actively engaged in cross-site and cross-shift initiatives to improve operations and culture.
  • Contributed to a positive team environment by supporting business directives and embodying Citi Values

Application Processor

Randstad
02.2024 - 08.2024
  • Received, opened, and processed incoming application materials with accuracy and attention to detail.
  • Verified and processed payments associated with applications, ensuring accuracy and compliance with procedures.
  • Organized and assembled complete documentation packages, including forms, attachments, and supporting materials.
  • Created structured batches of applications to consistently meet productivity (speed) and quality (accuracy) standards.
  • Reviewed applications for accuracy and completeness, escalating discrepancies according to established protocols.
  • Operated scanning equipment to produce high-quality digital copies of application materials.
  • Conducted detailed image reviews to verify clarity, legibility, and completeness, performing rescans as needed.
  • Cross-trained to support multiple functions, demonstrating flexibility and adaptability across tasks.
  • Ensured strict adherence to company policies, data handling standards, and compliance requirements

Fraud Analyst

Discover
07.2022 - 09.2023
  • Handled inbound calls from cardmembers to resolve fraud and security-related inquiries, including transaction verification, caller authentication, and account investigations.
  • Conducted fraud verification and collected necessary information to complete accurate fraud reports for unauthorized account activity.
  • Made outbound calls to confirm or verify account activity directly with customers.
  • Ensured timely escalation and follow-up of fraud cases or customer-impacting issues to management.
  • Delivered high-quality customer service while balancing fraud prevention, account security, and client satisfaction.
  • Collaborated with cross-department referrals to resolve fraud cases efficiently and effectively.
  • Maintained compliance with company policies, data security standards, and regulatory requirements while working in both onsite and remote environments.

Care Coordinator

Trinity Medical Associates
09.2020 - 07.2022
  • Attended meetings with families and other members of the interdisciplinary team to discuss patient progress and plan for future interventions.
  • Provided emotional support to patients dealing with difficult health issues.
  • Responded promptly to inquiries from patients regarding their care plans.
  • Communicated with patients with compassion while keeping medical information private.
  • Coordinated with other health professionals to develop individualized plans of care for patients.
  • Explained policies, procedures and services to patients.
  • Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
  • Educated clients on available resources and services within their communities.
  • Monitored and evaluated patient progress, adjusting treatment plans as needed.
  • Maintained awareness of government regulations, health insurance changes and financing options.
  • Ensured compliance with state regulations related to healthcare service provision.
  • Developed individualized service plans based on assessment findings.
  • Maintained records management system to process personnel information and produce reports.
  • Scheduled appointments for clients with appropriate medical specialists.
  • Actively participated in staff meetings discussing best practices in patient care coordination.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked effectively in team environments to make the workplace more productive.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Prior Authorization Representative

Trinity Medical Associates
04.2019 - 09.2020
  • Assessed insurance benefits and determined eligibility criteria.
  • Verified patient's insurance eligibility prior to appointment date for payment purposes.
  • Maintained accurate records on all prior authorizations requested, received, and denied.
  • Evaluated patient eligibility and benefits for requested procedures and medications.
  • Educated customers about the prior authorization process including applicable deadlines.
  • Communicated with internal teams regarding changes in policy or procedure related to prior authorization process.
  • Contacted insurance companies to obtain necessary preauthorizations needed for upcoming tests and procedures.
  • Provided customer service to patients and healthcare providers, answering questions related to prior authorization and insurance coverage.
  • Trained new staff on prior authorization procedures and company policies.
  • Collaborated with insurance companies to clarify coverage details and resolve issues related to prior authorization.
  • Coordinated resolutions for issues and appealed denied authorizations.
  • Notified ordering providers of denied authorizations.
  • Coordinated with pharmacy staff to ensure medications requiring prior authorization are processed correctly.
  • Processed appeals for denials in accordance with established procedures.
  • Made outbound calls to insurance companies, patients and physicians to perform eligibility checks for patients.
  • Scheduled peer to peer reviews for physicians to discuss medical necessity with insurance providers.
  • Negotiated with drug manufacturers and insurance providers to obtain coverage for off-label or non-formulary medications.
  • Scheduled patient appointments, diagnostic specialty appointments, tests and procedures.
  • Followed up on pending prior authorization requests to ensure timely processing.
  • Submitted prior authorization requests electronically or by phone to payers.
  • Completed day-to-day duties accurately and efficiently.
  • Updated and maintained databases with current information.

Call Center Representative

Trinity Medical Associates
04.2018 - 04.2019
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Processed payments from patients for copayments or other fees related to their care.
  • Followed HIPAA guidelines when handling confidential patient information.
  • Trained new employees on best practices for working in the call center environment.
  • Researched medical codes to ensure accurate billing practices were followed.
  • Entered patient data into electronic health records accurately and efficiently.
  • Educated patients on proper use of medications, treatments, and follow-up care instructions.
  • Collected deposits or payments and arranged for billing.
  • Ensured compliance with HIPAA regulations when handling confidential patient information.
  • Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
  • Collaborated with physicians, nurses, and other staff members as needed.
  • Maintained up-to-date knowledge of healthcare industry trends and regulations.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Performed outbound calls to remind patients about upcoming appointments.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

Certificate of Technical Studies -

Harris School of Business
04-2018

High School Diploma -

Smyrna High School
07-2010

Skills

  • Prioritization and scheduling
  • Effective team engagement
  • Effective problem resolution
  • Efficiency enhancement
  • Organized record management
  • Organized scheduling coordination
  • Insurance eligibility verification
  • Patient knowledge enhancement
  • Effective task prioritization
  • Effective communication skills
  • Personal protective equipment usage
  • Strong verbal communication
  • Issue resolution
  • Effective relationship management
  • Effective communication
  • Collaborative team development
  • Patient record management
  • Cardiac rhythm analysis
  • High-volume call management
  • Prescription oversight
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail

Timeline

Cash and Trade

Citi
08.2024 - Current

Application Processor

Randstad
02.2024 - 08.2024

Fraud Analyst

Discover
07.2022 - 09.2023

Care Coordinator

Trinity Medical Associates
09.2020 - 07.2022

Prior Authorization Representative

Trinity Medical Associates
04.2019 - 09.2020

Call Center Representative

Trinity Medical Associates
04.2018 - 04.2019

High School Diploma -

Smyrna High School

Certificate of Technical Studies -

Harris School of Business

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Nicole Wright