Contessa Gilland-McCown
Summary
Healthcare administration professional with track record of optimizing operational efficiency and improving patient care services. Skilled in team leadership, strategic planning, and regulatory compliance. Known for strong collaboration, adaptability, and results-driven approach. Proficient in financial oversight, staff development, and implementing innovative healthcare solutions.
Overview
19
19
years of professional experience
Work History
Eligibility Specialist
BrightSpring Health Services
07.2017 - Current
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Trained staff on current eligibility requirements and policies.
- Established databases to track, analyze and automate eligibility application processes.
Patient Intake Coordinator
University of Louisville Medical Center
02.2014 - 01.2016
- Facilitated timely follow-up appointments for ongoing care management, leading to better long-term health outcomes for patients.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Established strong rapport with diverse patient populations by providing empathetic support during challenging medical experiences.
- Maintained up-to-date knowledge of healthcare regulations, ensuring intake process remained compliant.
Insurance Consultant
UnitedHealthcare
01.2015 - 03.2015
- Provided exceptional customer service during the claims process by guiding clients through each step and advocating on their behalf when needed.
- Increased customer satisfaction ratings through timely claims processing and consistent communication with clients.
- Educated clients on insurance policies and procedures.
- Monitored customer feedback and identified areas of improvement.
Supervisor
United Parcel Service, UPS
01.2006 - 01.2014
- Oversaw daily operations, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Education
Bachelor of Arts - Psychology
Eastern Kentucky University
Richmond, KY12-2019
Associate of Arts - Psychology
Jefferson Community And Technical College
Louisville, KY05-2009
High School Diploma -
Floyd Central High School
Floyds Knobs, IN05-2004
Skills
- Benefits administration
- Staff management
- Customer service
- Data entry
- Effective communication skills
- Goal oriented
- Training and mentoring
Timeline
Eligibility Specialist
BrightSpring Health Services
07.2017 - Current
Insurance Consultant
UnitedHealthcare
01.2015 - 03.2015
Patient Intake Coordinator
University of Louisville Medical Center
02.2014 - 01.2016
Supervisor
United Parcel Service, UPS
01.2006 - 01.2014
Bachelor of Arts - Psychology
Eastern Kentucky University
Associate of Arts - Psychology
Jefferson Community And Technical College
High School Diploma -
Floyd Central High School
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