Courtney Wilson-Gentry
San Diego,CA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Proven track record in team leadership and revenue cycle management, achieving a 30% improvement in pre-authorization efficiency. Skilled in healthcare compliance and cross-functional collaboration, enhancing patient experience and ensuring optimal service delivery.
Overview
9
9
years of professional experience
Work History
Insurance Benefits Manager
BetterNight
06.2020 - 08.2025
- Directed all insurance and benefits operations for a large-scale DME provider with a focus on sleep apnea diagnostics and therapy.
- Managed large team of 30+ insurance specialists, training and supervising staff on verification processes, payer guidelines, and workflow optimization.
- Oversaw the preparation and accuracy of insurance estimates for PAP therapy, diagnostic home sleep testing (HST), and both initial and follow-up sleep consultations.
- Established and maintained strong relationships with commercial payers, Medicare, and Medicaid, ensuring up-to-date knowledge of policy changes and coding requirements.
- Spearheaded improvements in pre-authorization turnaround times, increasing efficiency by 30% and reducing patient wait times.
- Collaborated with sleep physicians, respiratory therapists, and billing teams to streamline patient onboarding and care continuity.
- Developed standard operating procedures (SOPs) and documentation protocols to ensure HIPAA compliance and audit readiness.
- Analyzed department KPIs, claim denial trends, and reimbursement rates to identify opportunities for process improvement and revenue growth.
- Played a key role in transitioning insurance systems to a new EMR platform, ensuring minimal disruption and full team adoption.
- Collaborate with third party companies to improve departmental efficiencies.
Insurance Benefits Representative III
BetterNight
06.2019 - 06.2020
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Gained strong leadership skills by managing projects from start to finish.
- Verified insurance eligibility and obtained prior authorizations for DME equipment, ensuring compliance with Medicare and Medicaid regulations
- Reduced claim denials 37% by reviewing documentation and correcting errors prior to submission
Patient Services Representative II
BetterNight
06.2017 - 06.2019
- Coordinated delivery and setup of medical equipment such as CPAP machines, oxygen tanks, and wheelchairs
- Educated patients and caregivers on equipment use, care, and troubleshooting
- Collaborated with physicians, nurses, and case managers to ensure timely processing of CMNs and accurate documentation
- Processed and tracked DME orders using Brightree, resulting in a 20% improvement in order accuracy and fulfillment time
- Managed patient follow-ups and addressed equipment-related concerns, maintaining a 95% satisfaction rating
Patient Services Representative
BetterNight
07.2016 - 06.2017
- Filed and maintained patient records in accordance with HIPAA regulations.
- Built and maintained positive working relationships with patients and staff.
- Handled customer service inquiries in person, via telephone and through email.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Organized patient records and database to facilitate information storage and retrieval.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records
- Managed 50+ patients daily with documentation review and scheduling
Education
Bachelor of Science - Physiology
PennState University
Philadelphia, PA05.2010
Associate of Applied Science - Business Administration And Phychology
Bucks County Community College
Newtown, PA01.2009
Skills
- Insurance & Benefits Administration
- Durable Medical Equipment (DME) Operations
- Sleep Apnea Therapy & Home Sleep Testing
- Team Leadership & Staff Development
- Revenue Cycle Management
- Insurance Pre-Authorizations & Estimates
- Healthcare Compliance & Documentation
- Cross-Functional Collaboration
- Patient Experience Improvement
- EMR & Insurance Software Proficiency
Timeline
Insurance Benefits Manager
BetterNight
06.2020 - 08.2025
Insurance Benefits Representative III
BetterNight
06.2019 - 06.2020
Patient Services Representative II
BetterNight
06.2017 - 06.2019
Patient Services Representative
BetterNight
07.2016 - 06.2017
Bachelor of Science - Physiology
PennState University
Associate of Applied Science - Business Administration And Phychology
Bucks County Community College
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