Hayley Gillen
Summary
Detail-oriented healthcare and insurance operations professional with over 6 years of experience supporting bodily injury claims, insurance coverage analysis, medical records review, and compliance-driven documentation. Proven ability to manage high-volume caseloads while accurately interpreting insurance policies, coordinating with providers, and payers, and maintaining HIPAA-compliant records. Experienced in claims support, billing documentation, treatment timeline analysis, and cross-functional communication with insurers, medical providers, and internal teams to support timely resolution and operational efficiency.
Overview
13
13
years of professional experience
Work History
Paralegal
Hughes and Coleman
Clarksville, TN
01.2020 - Current
- Managed 85–110 active bodily injury and insurance-related claims simultaneously, while meeting strict internal deadlines and payer requirements.
- Reviewed and interpreted insurance policies, coverage provisions, and contractual terms to determine eligibility, benefits, and compliance issues.
- Analyzed medical records, treatment timelines, and billing documentation to support claim evaluation and resolution.
- Coordinated with healthcare providers, insurance adjusters, and internal teams to obtain records, clarify billing discrepancies, and resolve documentation gaps.
- Prepared and maintained accurate, HIPAA-compliant claim files to support audits, negotiations, and timely case progression.
Client Contact Representative
Cordell & Cordell
St Louis, MO
05.2019 - 12.2019
- Served as the primary point of contact for high-volume client intake, ensuring accurate data collection and compliance with internal policies and privacy standards.
- Reviewed fee agreements, billing structures, and payment requirements, ensuring clear communication and informed consent.
- Scheduled consultations and coordinated calendars to support efficient workflow and service delivery.
- Processed payments and maintained accurate financial and client records in accordance with company controls.
Office Administrative Assistant
ELS Properties
Union, MO
09.2018 - 05.2019
- Maintained organized electronic and physical records, supporting audit readiness, and efficient document retrieval.
- Created spreadsheets and reports to track operational data, and support management decision-making.
- Developed administrative processes to improve office efficiency and document accuracy.
Collector 3/Write-Off Specialist
First Community Credit Union
Chesterfield, MO
06.2015 - 07.2016
- Reviewed delinquent accounts, and maintained accurate records of customer interactions and payment activity.
- Coordinated account escalation and legal referrals in accordance with regulatory and internal compliance standards.
- Utilized skip-tracing tools and research methods to locate updated customer contact information.
- Negotiated payment arrangements while documenting outcomes accurately and professionally.
Store Manager
Advance America
Union, MO
12.2012 - 06.2015
- Implemented campaigns and promotions to help with developing goods and services.
- Established customer service standards and monitored staff compliance.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
Education
Associate of Applied Science - Legal Support And Services
Purdue Global
07-2019
Skills
- Legal Contract Review & Compliance
- Coverage Verification & Policy Interpretation
- Bodily injury and liability claims
- Medical records review and treatment timeline analysis
- HIPAA compliance and patient privacy standards
- Claim valuation and damages assessment
- Legal document and demand preparation
- Client, provider, and vendor communication
- Records management and audit readiness
- Case management systems (Needles, Salesforce, etc)
Timeline
Paralegal
Hughes and Coleman
01.2020 - Current
Client Contact Representative
Cordell & Cordell
05.2019 - 12.2019
Office Administrative Assistant
ELS Properties
09.2018 - 05.2019
Collector 3/Write-Off Specialist
First Community Credit Union
06.2015 - 07.2016
Store Manager
Advance America
12.2012 - 06.2015
Associate of Applied Science - Legal Support And Services
Purdue Global