Shannon Gaillard
Toledo,OH
Summary
Transformational leader in healthcare administration with a proven record in managing operations and enhancing workflow efficiency. Developed patient care strategies and implemented staff training programs that improved service delivery. Strong in conflict resolution and medical billing processes, delivering measurable results through streamlined operational procedures.
Overview
15
15
years of professional experience
Work History
PRACTICE MANAGER II (Sylvania OB/GYN)
Mercy Health
Toledo, Ohio
07.2025 - Current
- Manage daily operations of medical practice, optimizing workflow for enhanced patient care.
- Coordinate financial operations, including budgeting, accounting, and reporting, to ensure fiscal responsibility.
- Monitor compliance with healthcare regulations and quality assurance measures.
- Facilitate inter-departmental communication to streamline processes and improve collaboration.
- Assist with onboarding new employees by providing orientation materials and training sessions.
OFFICE MANAGER (Maumee OB/GYN)
Promedica
Toledo, Ohio
09.2023 - 06.2025
- Manage daily operations of the practice
- Tracked operational expenditures - maintaining alignment of practice operational budget with financial objectives.
- Collaborate with physicians to develop new policies and procedures to ensure great patient care.
- Developed an onboarding process for clerical and clinical staff to facilitate smoother transitions.
- Established practices and workflows to comply with CLIA, JACHO, and Ohio Board of Pharmacy standards.
- Completed weekly Epic reports to ensure timely physician billing.
LABORATORY CUSTOMER SERVICE MANAGER
Promedica
Toledo, Ohio
10.2022 - 09.2023
- Reduced customer complaints by 50% within 6 months by proactively addressing issues and implementing effective solutions.
- Led customer service team, ensured high work quality, and motivated staff to consistently achieve targets.
- Coached employees and provided performance feedback to enhance service techniques and team capabilities.
- Scheduled staff and assigned tasks based on anticipated demand to optimize service delivery.
MEMBER HEALTH ADVOCATE
Promedica
Toledo, Ohio
10.2021 - 10.2022
- Handled 50-75 daily inbound and outbound calls, providing exceptional customer support and maintaining professionalism.
- Improved first-call resolution rates by 85% with thorough issue analysis and effective problem-solving techniques.
- Delivered services per advocacy and case management protocols, ensuring accurate and current documentation.
- Developed training manuals to enhance staff skills and support continuous development.
APPEALS AND GRIEVANCE ANALYST
Promedica
Maumee, Ohio
10.2019 - 10.2021
- Resolved and reported over 100 Ohio Medicaid grievances to ODM monthly.
- Analyzed information gathered during claim investigations, providing actionable findings and recommendations.
- Determined the validity of payment denials on previously submitted claims by thoroughly reviewing documentation.
PAYMENT POSTER
Promedica
Toledo, Ohio
02.2018 - 10.2019
- Efficiently reconciled and posted 200-300 patient payments daily.
- Researched and analyzed discrepancies in receivable accounts.
- Rectified errors on electronic error reports, enhancing data integrity for financial records.
- Facilitated audits by supplying comprehensive records of posted payments and adjustments, contributing to compliance.
- Met deadlines consistently with routine billing, collection, and reporting activities.
BILLING CUSTOMER SERVICE REPRESENTATIVE
Promedica
Toledo, Ohio
07.2017 - 02.2018
- Managed 50-75 incoming calls, chats, and emails daily, addressing billing inquiries and enhancing customer experience.
- Investigated and resolved customer concerns related to billing and payment processing errors.
- Enhanced customer satisfaction by proactively anticipating needs and delivering expert support consistently.
- Answered customer questions about policies and procedures with a friendly and knowledgeable approach.
MEMBER SERVICE REPRESENTATIVE
Promedica
Maumee, Ohio
07.2016 - 07.2017
- Delivered five-star member service experience through personable incoming and outgoing phone calls.
- Managed 75-100 incoming calls daily, providing timely assistance to members.
- Responded to member inquiries, assisting members to make the most effective use of service offerings.
- Applied Ohio Medicaid guidelines and standards in daily tasks.
LEAD EMERGENCY DISPATCHER
AAA Allied Group
Toledo, Ohio
06.2011 - 07.2016
- Processed and dispatched 100-150 emergency calls daily, facilitating rapid assistance to individuals in need.
- Assessed caller situations to determine appropriate emergency response, deploying suitable services to address urgent needs.
- Oversaw fleet of 25 emergency roadside service responders, ensuring timely and effective response to incidents.
- Supported communications center operations with filing, scanning, and maintaining updated files and reports.
Education
Associate of Applied Science - Business Management
University of Toledo
Toledo, OH05.2023
Skills
- Operational management
- Payroll and budgeting
- Financial reporting
- Policy development
- Strategic planning
- Process improvement
- Team leadership
- Effective communication
Timeline
PRACTICE MANAGER II (Sylvania OB/GYN)
Mercy Health
07.2025 - Current
OFFICE MANAGER (Maumee OB/GYN)
Promedica
09.2023 - 06.2025
LABORATORY CUSTOMER SERVICE MANAGER
Promedica
10.2022 - 09.2023
MEMBER HEALTH ADVOCATE
Promedica
10.2021 - 10.2022
APPEALS AND GRIEVANCE ANALYST
Promedica
10.2019 - 10.2021
PAYMENT POSTER
Promedica
02.2018 - 10.2019
BILLING CUSTOMER SERVICE REPRESENTATIVE
Promedica
07.2017 - 02.2018
MEMBER SERVICE REPRESENTATIVE
Promedica
07.2016 - 07.2017
LEAD EMERGENCY DISPATCHER
AAA Allied Group
06.2011 - 07.2016
Associate of Applied Science - Business Management
University of Toledo