Kayla Glenn

• Negotiated to collect balance in full.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Processed payments and applied to customer balances.
• Counseled debtors on payment options and arranged installment agreements.
• Achieved performance goals on consistent basis.
• Monitored accounts for compliance with established payment plans and flagged non-compliances.
• Researched accounts and completed due diligence to resolve collection problems.
• Coordinated with healthcare providers to resolve billing discrepancies and enhance communication.
• Analyzed patient accounts to ensure accurate billing and timely collections.
• Implemented process improvements that reduced turnaround time for claim approvals.
• Conducted audits of reimbursement submissions to identify discrepancies and improve data integrity.
• Analyzed account information to identify trends and recommend improvement strategies.
• Collaborated with healthcare providers to resolve billing discrepancies efficiently.
• Developed and implemented process improvements, enhancing overall operational efficiency.

Managed 30 incoming calls

• Analyzed reimbursement requests for accuracy and compliance with regulatory guidelines.
• Facilitated communication between departments to ensure timely resolution of issues.

• Applied HIPAA privacy and security regulations while handling patient information.
• Completed and submitted appeals for denied claims.
• Managed approximately 30 incoming calls, emails and faxes per day from patients.
• Coordinated communications between patients, billing personnel and insurance carriers.
• Contacted insurance providers to verify insurance information and obtain billing authorization.
• Reviewed account information to confirm patient and insurance information is accurate and complete.
• Interpreted medical terminology and pharmacological information to translate information into coding system.
• Organized information for past-due accounts and transferred to collection agency.
• Maintained high accuracy rate on daily production of completed reviews.
• Submitted and accurately processed insurance claims with related medical code verifications and assessments.
• Handled billing for full complement of practice providers.
• Worked effectively through identifying and resolving patient account needs including patient credits/refunds and balances.
• Communicated with patients and families by phone and preparing and sending out emails, text messages, and letter communications.
• Generated patient financial statements and reports, detailed accounts receivable status.
• Used software system to manage provider schedules and keep calendar organized practice.
• Led training sessions for new staff on billing software and compliance regulations to ensure consistency.
• Analyzed billing data to identify trends and recommend strategies for increased revenue cycle efficiency.

• Completed benefits paperwork, processed employee incident reports and performed data entry tasks to maximize team productivity.
• Was selected to be on our local news channel to discuss the companies’ donations.
• Increased company visibility by translating marketing materials for global campaigns.
• Input accurate account data to efficiently update company database and maintain detailed records.
• Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines.
• Supported internal team members with technical knowledge, operational support and exemplary customer service.
• Instructed new hires on administrative procedures and company policies, closely checking work to verify performance.
• Managed office activities by maintaining communication between clients, tracking records and filing all documents.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
• Routed correspondence to facilitate timely communication between team members, customers and vendors.
• Created and implemented secure filing systems for sensitive employee and client documents.
• Tracked records, filed documents, and maintained communication between clients to manage office activities.