Alicia Gallahan
Bardstown
Summary
I am a motivated and detail-oriented professional with strong organizational skills and consistently able to manage high-volume caseloads and high-pressure roles. I have been recognized for responsiveness in communicating with patients, my education and training abilities, as well as the ability to quickly adapt and take on increasing responsibilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Cashier and Benefits
Conifer Health
Bardstown, KY
12.2025 - Current
- Accept and process patient payments, including cash, checks credit/debit cards, and money order
- Accurately post payment to patient accounts; provide receipts for all transactions
- Balance payment transactions at the end of each shift; resolve discrepancies promptly
- Prepare weekly bank deposit according to organization policy
- Ensures deposits are completed accurately and timely
- Coordinate with armored courier services for secure transport of deposits; maintain proper chain of custody for all funds
- Count and reconcile cash drawer/petty cash per organization policy
- Provide professional, courteous service to patients, families, and visitors
- Run in-house liability for patients in facility; attempt to do daily collections on them.
- Explaining to in-house patients their liability and ensuring they understand their balance.
- Continued to train and mentored new Emergency Department team members, ensuring competency in registration procedures, patient intake, HIPAA compliance and departmental workflows.
Emergency Department Team Lead
Conifer Health
Bardstown, KY
09.2025 - Current
- Accurately register patients for emergency services; verify and update patient demographics, obtain and scan insurance cards and ID, ensure all required registration fields are completed accurately
- Verify insurance eligibility using Real-Time Eligibility (RTE) or approved payer websites; confirm active coverage, copays, deductibles, coinsurance, and authorization requirements.
- Collect liability
- Offer assistance to co-workers to ensure proper patient flow and customer satisfaction
- Address any issues and/or concerns with my direct leader to effective resolve issues which may cause frustration within the unit.
- Kept everyone in the unit information
- Promote service excellent with a positive attitude toward patients at all times.
- Train and mentored new Emergency Department team members, ensuring competency in registration procedures, patient intake, HIPAA compliance and departmental workflows.
Outpatient Benefits Analyst
Conifer Health
Bardstown, KY
06.2025 - 09.2025
- Verify insurance eligibility and active coverage prior to scheduled outpatient services
- Confirm benefits, deductibles, copayments, coinsurance, out-of-pocket maximums, and coverage limitations
- Verify secondary and tertiary insurance coverages
- Run Real-time Eligibility (RTE) and utilize payer portals to confirm benefits
- Determine if prior authorization, precertification, or referrals are required
- Obtain and coordinate required authorizations prior to the date of service
- Ensure authorization numbers, dates, and approved services are documented accurately
- Communicate authorization issues to physicians’ office and scheduling departments promptly
- Calculate estimated patient financial responsibility based on verified benefits
- Contacted patient to discuss liability; explain their deductibles, coinsurance, etc
- Scheduled patient for follow up visits in Rehab setting
Intake Specialist I
Optum
Louisville, KY
05.2022 - 06.2025
- Oversaw correspondence with attorneys and insurers regarding subrogation-related inquiries and representation letters.
- Evaluated internal records to ensure accurate identification of accident dates in relation to reported loss.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
Senior Customer Service Rep I
Optum
Louisville, KY
04.2021 - 05.2022
- Conducted thorough investigations of incidents by gathering detailed information on at-fault parties, insurance details, attorney involvement, police reports, and treatment status to ensure accurate claims processing.
- Managed escalated complaints effectively, restoring client trust and loyalty through proactive solutions.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
PMR Analyst
Equian/Optum
12.2019 - 04.2021
- Oversaw management of files from ER physician groups concerning motor vehicle accidents.
- Conducted thorough research and verification of auto insurance coverage for patients and related parties.
- Coordinated the submission of claims to insurance companies and attorneys, actively following up to secure bill inclusion in settlements.
- Facilitated negotiation of settlement balances as needed.
- Managed a steady caseload, executing research on related cases for informed decision-making.
- Upheld meticulous recordkeeping across diverse family or accident-related files.
- Engaged with patients, attorneys, and insurers through calls and correspondence.
- Handled processing of mail and faxes, while acquiring and redacting medical records to maintain HIPAA compliance.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
Service Recovery and Compliance Rep I
Spectrum
03.2018 - 07.2019
- Oversaw communication with business customers concerning site survey results to evaluate serviceability for internet cable and telephone services.
- Analyzed and discussed construction plans as needed, obtaining necessary customer approvals and delivering updates on survey completions.
- Coordinated with supervisors to manage tickets, contacting customers to convey survey results and construction needs.
Dispatch
Spectrum
07.2014 - 03.2018
- Provided strategic operational support to service and installation technicians in assigned regions.
- Coordinated technical issue resolution, schedule adjustments, and customer interactions for team efficiency.
- Oversaw daily appointment management, including reallocating tasks during technician unavailability.
- Implemented advanced software tools to enhance overall dispatch productivity, increasing order accuracy, and reducing response times.
- Improved dispatch efficiency by optimizing routes and coordinating pick-up and delivery schedules.
- Maintained detailed records of all dispatch activities, allowing for easy review and analysis of performance metrics.
- Maintained high levels of productivity under time constraints while ensuring accurate order preparation and timely dispatch.
ICQA Project Guide
Amazon
06.2011 - 07.2014
- Executed location audits to verify inventory accuracy and ensure optimal item placement, contributing to operational efficiency.
- Guided teams in optimizing operational workflows to enhance efficiency and productivity.
- Trained new employees on safety protocols and standard operating procedures.
- Implemented best practices in inventory management, reducing stock discrepancies.
- Mentored junior guides, fostering skill development and team cohesion.
- Analyzed performance metrics, identifying areas for improvement to enhance customer satisfaction.
Education
Medical Billing and Coding Certificate Program -
DeVry
09-2025
High School Diploma - undefined
Nelson County High
06-2006
Skills
- Customer service
- Staff training
- Attention to detail
- Daily reporting
- Drawer balancing
- Staff mentoring
- Multitasking and organization
- Customer assistance
- Work ethic and integrity
- Patience and empathy
- Time management skills
- Cash handling
- Cleaning and sanitizing
- Team collaboration
- Reliability and punctuality
- Customer relations
- Professionalism and courtesy
- Conflict resolution
- Complex Problem-solving
Certification
- CCS - Certified Coding Specialist
Languages
English
Timeline
Cashier and Benefits
Conifer Health
12.2025 - Current
Emergency Department Team Lead
Conifer Health
09.2025 - Current
Outpatient Benefits Analyst
Conifer Health
06.2025 - 09.2025
Intake Specialist I
Optum
05.2022 - 06.2025
Senior Customer Service Rep I
Optum
04.2021 - 05.2022
PMR Analyst
Equian/Optum
12.2019 - 04.2021
Service Recovery and Compliance Rep I
Spectrum
03.2018 - 07.2019
Dispatch
Spectrum
07.2014 - 03.2018
ICQA Project Guide
Amazon
06.2011 - 07.2014
High School Diploma - undefined
Nelson County High
Medical Billing and Coding Certificate Program -
DeVry