TIA MCGOWAN
Charlotte
Summary
Bringing a comprehensive background in member advocacy and claims support, with a strong focus on operational excellence. Skilled in navigating complex cases, ensuring HIPAA compliance, and enhancing patient interactions through effective scheduling and communication strategies.
Overview
13
13
years of professional experience
Work History
Welcome Coordinator
CVS Oak Street Health
09.2025 - Current
- Welcoming patients and guests conducting visit check-in and assisting patients with required forms.
- Scheduling/rescheduling appointments within electronic medical records platform
- Managed phone lines by answering calls, taking messages, and making outbound calls to facilitate communication.
- Processed incoming and outgoing faxes using the electronic fax platform to ensure timely communication.
- Collaborated with staff to plan and develop event programs and activity schedules, enhancing patient engagement.
Member Service Advocate | Claims Support
UnitedHealth Group
Charlotte
02.2023 - 05.2025
- Managed complex escalated cases, acting as liaison between members, providers, and internal teams.
- Resolved claims and service issues using judgment, defined processes, and technical expertise.
- Provided comprehensive explanation of products and services to members ensuring complete understanding of the benefits offered.
- Navigated multiple computer systems and applications to efficiently locate and provide accurate information.
- Resolved technical issues via phone and remote tools, escalating when necessary.
- Maintained HIPAA compliance in all interactions.
Member Engagement Sales Representative
ComplexCare Solutions
Charlotte
01.2022 - 01.2023
- Engaged members to promote preventive health services, enhancing awareness of insurance benefits.
- Reviewed all relevant documentation prior to scheduling appointments to ensure accuracy of patient data.
- Scheduled in-person and virtual health visits.
- Conducted follow up calls with patients after their visit to ensure satisfaction with services provided.
- Documented interactions in compliance with HIPAA standards, ensuring confidentiality and accuracy.
Credentialing & Operations Support Associate
Maxim Healthcare Services
Rochester
04.2019 - 10.2021
- Managed onboarding process for new employees, including orientation and training.
- Preparation of new hire paperwork and managed onboarding process.
- Supported billing, payroll, and medical records operations.
- Performed data entry tasks accurately with attention to detail.
- Accurately filed records in an organized manner, ensuring easy retrieval when needed.
- Delivered front-desk customer service and maintained compliance with HIPAA standards.
Outpatient Access Specialist
University of Rochester
Rochester
08.2015 - 04.2019
- Assisted with registration for new patients by verifying insurance coverage, collecting co-payments, and accurately entering information into the system.
- Scheduled and coordinated cardiology appointments and referrals
- Welcomed and checked in patients in a professional manner while managing multiple tasks simultaneously.
- Entered patient demographics, insurance authorizations, and other documents into electronic health records system to maintain accurate and up-to-date information.
- Demonstrated expertise in customer service and problem solving in a fast-paced environment.
- Managed staffing schedules and prioritized administrative tasks to ensure smooth clinic operations.
Teller
M&T Bank
Rochester
02.2013 - 07.2015
- Received checks and cash for deposit, verified amounts, and checked accuracy of deposit slips.
- Processed transactions and accurately balanced cash drawers to maintain financial integrity.
- Greeted customers professionally, ensuring a friendly and courteous experience.
- Assisted management with efficient bank opening and closing procedures to ensure smooth operations.
- Issued cashier's checks, bank checks, money orders and traveler's checks.
- Processed ATM deposits and reconciled against reports.
Education
High School Diploma - Computer Operations
Joseph C. Wilson Magnet High School
NY01-2011
Skills
- Claims Processing & Issue Resolution
- Member Advocacy & Relationship Management
- Patient Scheduling
- Multi-Channel Support (Phone, Email, Remote)
- HIPAA Compliance & Data Privacy
- CRM & Ticketing Systems (eg, Salesforce, proprietary tools)
- Advanced Microsoft Office
- Escalation & Conflict Resolution
- Mentoring & Team Collaboration
- Recordkeeping skills
- Data entry
- Customer service and assistance
- Professionalism
Timeline
Welcome Coordinator
CVS Oak Street Health
09.2025 - Current
Member Service Advocate | Claims Support
UnitedHealth Group
02.2023 - 05.2025
Member Engagement Sales Representative
ComplexCare Solutions
01.2022 - 01.2023
Credentialing & Operations Support Associate
Maxim Healthcare Services
04.2019 - 10.2021
Outpatient Access Specialist
University of Rochester
08.2015 - 04.2019
Teller
M&T Bank
02.2013 - 07.2015
High School Diploma - Computer Operations
Joseph C. Wilson Magnet High School