Courtney Coomer
Bill Review Manager
Quick Takes:
- Cats or Dogs? Dogs
- Favorite Way to Relax : Gardening
As part of our monthly leadership spotlight, we sat down with Intake and Bill Review Manager Courtney Coomer to talk about what really happens when a referral comes through the door and why the work her team does on both ends of the care journey is about so much more than data entry. Here’s what we learned about the people, the purpose, and the philosophy behind two of Preferred Medical’s most critical functions.
Professional Journey in 2 Minutes:
"I started at Preferred Medical in 2012 as a specialist, and honestly, I had no idea then that I'd still be here — and still loving it — nearly 14 years later. I worked my way through the ancillary side of the business, moving into an Intake Coordinator role and eventually into my current position as Intake and Bill Review Manager. My background is in Psychology, which might seem like an unlikely fit for workers' comp, but it's actually a great fit — this work is about people: understanding how to communicate with them, support them, and build teams that genuinely care makes all the difference."
What's something people might not realize about intake and bill review?
"Most people think of intake and bill review as administrative tasks, but they're really so much more than that. Together, they bookend the care journey — intake opens the door, and bill review closes the loop. Every referral that lands with our team represents someone waiting to receive care, and every bill that comes through represents care that was delivered. The decisions made during intake, including who we contact, what information we gather, and how quickly we move, have a direct impact on the injured employee's recovery. And on the bill review side, accuracy and timeliness matter just as much: providers need to be paid correctly, and payers need to know costs are being managed responsibly. I take all of that seriously. Our whole team does."
Biggest Industry Challenge We’re Tackling:
"Intake is where the tone for the entire referral gets set. If information is incomplete, delayed, or miscommunicated at the start, everyone downstream feels it, especially the recovering employee. Our focus is making sure that every handoff is as clean and complete as possible so that every employee gets the care they need, as quickly as possible, while removing friction from the referral process for claims professionals.
Bill review carries its own complexity. Medical billing in workers' comp is nuanced and getting it right requires both technical expertise and attention to detail. Our team has to balance accuracy, compliance, and speed. Delays or errors on the back end create problems for everyone involved in the claim.
Ultimately, we want both processes to feel less like transactions and more like partnerships. On a daily basis, we're focused on delighting customers by treating every referral and every bill with the same urgency we'd want if it were someone we loved waiting for care."
What Drives Innovation at Preferred?
"When I first joined the company, I sat on the other side of the processes I now help build. That perspective matters because I know what it feels like to be new, to be learning, and to be in the weeds. And I'm not alone in that. So many of our employees have spent years, even decades, working across multiple roles at Preferred Medical. That kind of institutional knowledge doesn't just live in a manual somewhere; it's in the room every time we tackle a problem. When your team has seen what works, what doesn't, and why certain decisions were made in the first place, innovation stops being a guessing game. We're not reinventing the wheel — we're building a better one, because we actually understand the spokes."
What has kept you at Preferred Medical for nearly 14 years?
"I've stayed because I've never stopped growing. I came in as a specialist, learned the business from the inside out, and every time I felt like I had mastered one thing, there was a new challenge waiting. Preferred has given me the opportunity to build a team, a process, a standard of care that I'm genuinely proud of. But it's really the people, both the team I work alongside every day and the customers we serve, that make this feel like more than just a job. When you believe in what you're doing and you're surrounded by people who feel the same way, 14 years goes by faster than you'd think."
What Energizes You Outside Work:
Volunteering at my children’s elementary school as PTA Secretary
Coffee Order
Chai Latte, cold, with 2 shots of espresso