MARY GALLUP
Westlake,Ohio
Summary
Healthcare administrative professional with experience in fast-paced clinical settings, supporting patient intake, scheduling, and registration. Skilled in patient financial advocacy, insurance verification, and financial counseling. Proven accuracy in HIPAA-compliant documentation and confidentiality management. Effective at resolving billing and insurance concerns with clear patient guidance.
Overview
20
20
years of professional experience
Work History
Patient Financial Advocate
Cleveland Clinic
Westlake, OH
04.2025 - Current
- Managed insurance verification, authorization review, and billing analysis to advocate for patient financial access.
- Guided patients through benefits review, payment expectations, arrangement options, and financial assistance programs.
- Coordinated completion of government and Cleveland Clinic financial assistance applications for uninsured and underinsured patients.
- Evaluated patient accounts to identify payment plan eligibility and available financial support resources.
- Communicated estimates, out-of-pocket expenses, deductibles, copays, and collection procedures with clarity and professionalism.
- Addressed patient issues involving billing, insurance denials, registration errors, and account balances to strengthen satisfaction.
- Documented account activity in Epic and other healthcare systems while maintaining HIPAA compliance.
Patient Service Specialist
Cleveland Clinic
Avon Lake, OH
09.2023 - Current
- Delivered responsive patient and visitor support by addressing needs proactively and professionally.
- Maintained accurate patient demographic and insurance data for registration and billing workflows.
- Coordinated appointment scheduling, insurance verification, and pre-registration activities to support front-office operations.
- Managed inbound calls, captured detailed messages, and routed patient inquiries to support timely response.
- Collected copays and patient balances with accuracy while meeting productivity expectations.
- Applied insurance verification resources to strengthen accuracy of coverage information capture.
- Provided accurate patient estimates for special tests and procedures to improve scheduling efficiency.
- Guided patients through MyChart enrollment, account access, and appointment preparation to support visit readiness.
Education Assistant and Volunteer
Various
Cleveland, Ohio
09.2014 - 05.2022
- Education System Employment & Volunteering, Library Assistant / Work Room Volunteer / Paraprofessional, 2016, 2022, Supported daily library operations, including processing materials, checking in and out books, administering computer accounts, and maintaining records., Provided classroom and administrative support through copying, filing, organizing, laminating, distributing materials, and grading assignments., Assisted students with special needs in daily classroom work.
Child Watch Care Coordinator / Special Events Coordinator
YMCA
Middletown, CT
01.2010 - 01.2016
- Monitored child safety, documented incidents, and implemented sign-out procedures to maintain a secure environment.
- Led team of 30 volunteers in recruitment, hiring, scheduling, and training to ensure effective support for child care programs.
- Coordinated themes and activities for extracurricular events, managing resources, contractors, and personnel to enhance participant engagement.
Administrative Assistant
Ear Nose and Throat Center
Stamford, CT
01.2008 - 01.2010
- Coordinated appointment scheduling, billing, lab-result inquiries, new-patient registration, insurance verification, and medical billing to ensure seamless patient flow.
- Managed patient scheduling and appointment changes for ENT clinic visits.
- Answered phones and directed patient questions to appropriate medical staff.
- Verified insurance coverage and collected patient demographic information.
- Organized, archived, and digitized records for offsite storage and retention, enhancing accessibility and compliance.
Concierge
Apple Inc.
White Plains, NY
01.2007 - 01.2008
- Welcomed Apple Store guests and guided service needs.
- Scheduled Genius Bar appointments and managed customer arrivals.
- Delivered customer service by assessing needs, connecting customers with resources, and managing a multiline phone system.
- Directed customers to appropriate Apple specialists and resources.
- Addressed customer inquiries and escalated service issues to ensure timely resolutions.
Education
Bachelor of Psychology -
Cleveland State University
01-2027
Skills
- Patient Financial Advocacy Insurance Verification Financial Assistance Financial Counseling Medical Billing Patient Registration Scheduling Patient Service Insurance Benefits Payment Arrangements Billing Resolution Epic HIPAA Compliance Confidential Records MyChart Support
Timeline
Patient Financial Advocate
Cleveland Clinic
04.2025 - Current
Patient Service Specialist
Cleveland Clinic
09.2023 - Current
Education Assistant and Volunteer
Various
09.2014 - 05.2022
Child Watch Care Coordinator / Special Events Coordinator
YMCA
01.2010 - 01.2016
Administrative Assistant
Ear Nose and Throat Center
01.2008 - 01.2010
Concierge
Apple Inc.
01.2007 - 01.2008
Bachelor of Psychology -
Cleveland State University