MARY GALLUP
Cleveland Clinic
Westlake,OH
20
years of professional experience
Dedicated healthcare administrative professional supporting patients in fast-paced clinical environments through patient financial advocacy, insurance verification, scheduling, registration, and financial counseling.
Work History
Patient Financial Advocate
3 Years 9 Months- Counsel patients regarding insurance benefits, financial obligations, payment arrangements, and financial assistance programs.
- Assist uninsured and underinsured patients with government and Cleveland Clinic financial assistance applications.
- Review patient accounts to determine eligibility for payment plans and financial support resources.
- Verify insurance coverage, authorizations, and billing information while advocating on behalf of patients.
- Explain estimates, out-of-pocket expenses, deductibles, copays, and collection procedures clearly and professionally.
- Resolve patient concerns related to billing, insurance denials, registration errors, and account balances.
- Maintain accurate documentation within Epic and other healthcare systems while ensuring HIPAA compliance.
Patient Service Specialist
3 Years 9 Months- Deliver exceptional customer service by proactively managing patient and visitor needs.
- Ensure accurate patient demographic and insurance information capture.
- Provide patient estimates for special tests and procedures during scheduling.
- Manage inbound calls, detailed phone messages, telephone encounters, and patient inquiries.
- Collect copays and patient balances while maintaining accuracy and productivity standards.
- Use insurance verification resources to support accurate insurance information capture.
- Schedule appointments, verify insurance information, and complete patient pre-registration activities.
- Assist patients with MyChart enrollment, account access, and appointment preparation.
Library Assistant / Work Room Volunteer / Paraprofessional
6 Years- 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
6 Years- Managed a team of 30 volunteers, including scheduling, recruiting, hiring, and training.
- Responsible for child safety, accident reporting, and sign-out procedures.
- Organized themes and activities for extracurricular events and scheduled resources, contractors, and personnel.
Administrative Assistant
2 Years- Handled appointment scheduling, billing, lab-result inquiries, new-patient registration, insurance verification, and medical billing.
- Maintained, archived, and digitized records for offsite storage and retention.
Concierge
1 Year- Provided customer service, assessed customer needs, connected customers with appropriate resources, and handled a multiline phone system.
- Answered questions and escalated customer service issues as needed.
Education
Bachelor of Psychology
In Progress est.
Skills
Coordinated patient financial advocacy efforts.
Completed insurance verification and benefits review.
Managed financial assistance and counseling workflows.
Oversaw medical billing activities.
Handled patient registration and scheduling.
Delivered patient service support across front-end operations.
Administered insurance benefits communication.
Arranged payment plans and billing resolution follow-up.
Maintained Epic system accuracy.
Applied HIPAA compliance standards to confidential records.
Provided MyChart support for patient access needs.
Timeline
Patient Financial Advocate
Cleveland Clinic
01.2023 - CurrentRead More
Patient Service Specialist
Cleveland Clinic
01.2023 - CurrentRead More
Library Assistant / Work Room Volunteer / Paraprofessional
Education System Employment & Volunteering
01.2016 - 01.2022Read More
Child Watch Care Coordinator / Special Events Coordinator
YMCA
01.2010 - 01.2016Read More
Administrative Assistant
Ear Nose and Throat Center
01.2008 - 01.2010Read More
Concierge
Apple Inc.
01.2007 - 01.2008Read More
Cleveland State University
Bachelor of Psychology
Read More