Pictured: Hannah Pierce

Turning Insurance Roadblocks into Patient Care

Most patients never meet the person working behind the scenes to make sure their treatment can move forward. But for Hannah Pierce, Prior Authorization Specialist at Memorial Regional Health, that quiet work is exactly where she makes a difference.

Every day, Hannah helps patients navigate one of the most confusing parts of healthcare: insurance.

“I essentially act as a bridge between the provider, the insurance company, and the patient,” she said. “My goal is to help make the process as smooth and stress-free as possible.”

That means verifying insurance coverage, gathering medical documentation, coordinating with providers, and, as she jokes, occasionally having “a good old-fashioned debate” with insurance companies to advocate for patients.

It’s work that often happens behind the scenes, but its impact can be life-changing.

Leading with kindness

For Hannah, the MRH Way starts with a simple philosophy.

“I treat everyone the way I would want my loved ones to be treated,” she said. “Even small moments of kindness and compassion can make a bigger difference than we realize.”

She believes healthcare can feel overwhelming, especially when patients are trying to understand insurance letters, approvals, or unexpected delays. Taking a few extra minutes to explain the process, answer questions, or simply listen can completely change someone’s experience.

One patient in particular reminded her why that matters.

After receiving confusing communication from their insurance company, the patient was overwhelmed and afraid their procedure wouldn’t be covered. Instead of rushing through the conversation, Hannah slowed down, explained each step, contacted the insurance company on the patient’s behalf, and followed up afterward with an update.

“By the end of the conversation, they felt much more at ease,” she said. “Sometimes people don’t just need answers. They need someone willing to slow down, listen, and help them feel less alone.”

An unexpected career

Healthcare wasn’t part of Hannah’s original plan.

When she turned 18, she applied for a phlebotomist position at MRH, despite having no experience and admitting she was squeamish around needles and blood.

“I really don’t know what my little brain was thinking,” she laughed.

She quickly discovered she loved caring for patients and never looked back.

Over the past decade, Hannah has worked as a phlebotomist, in-home caregiver, pathology histotechnologist, and medical assistant in dermatology and primary care. Those experiences eventually brought her back to MRH last year in a new role.

Today, she says her clinical background helps her understand both the provider’s perspective and the patient’s experience.

Persistence pays off

Because Hannah previously worked as a medical assistant, she understands firsthand how much time prior authorizations can take away from patient care.

Now, she’s able to shoulder that responsibility so providers can spend more time with patients.

“What may be a quick case for me can be one less burden for someone already going through a difficult time,” she said.

She’s also learned that persistence is one of her greatest strengths.

“When insurance companies push back on covering necessary care, they’re often hoping people won’t continue advocating,” she said. “It often takes continued follow-up and persistence, but I tend to keep pushing until I get the best possible outcome for the patient.”

That determination hasn’t gone unnoticed.

In Hannah’s Unsung Hero nomination, a coworker shared:

“Hannah has re-joined MRH and in this new role she has hit the ground running. She is very responsive and detail-oriented, which makes problem solving and asking questions easier for everyone involved. She is always positive and willing to dig in to help get what is needed for the patient, even if it is not her job.”

Beyond the office

Outside of work, Hannah enjoys spending time with her husband, whether they’re taking road trips, hiking, visiting family, or simply enjoying a quiet weekend at home.

She also embraces what she jokingly calls her “granny hobbies,” including baking, sewing, cooking, reading, gardening, and tackling creative projects.

One talent that often surprises her coworkers? Her musical ear.

“I can usually name a song and artist within a few seconds if I’ve heard it more than once,” she said. “If it’s a song I know well, I can often guess when it came out and share random facts about the artist.”

Whether she’s identifying a song or navigating an insurance appeal, Hannah brings the same attention to detail, persistence, and compassion to everything she does.

While patients may never see the hours she spends advocating on their behalf, her work helps ensure they can focus less on paperwork—and more on healing.