Lashay Glover

Accurately assigned CPT and ICD-10 codes for anesthesia, facility, and surgery center claims to optimize reimbursements and investigated denials using payer portals. Negotiated and finalized medical liens for two providers and generated monthly billing activity reports for management.

Led customer experience operations and learning & development, managing a team of 45 professionals including five direct managers to improve support efficiency and customer satisfaction. Drove expansion of call center operations (Los Angeles, Tecate, Philippines) and defined KPIs to measure performance.

Worked across multiple hospital systems to investigate payment status, collect outstanding balances, and resolve complex billing inquiries while meeting contact center performance goals. Provided patient payment options, ensured HIPAA compliance, and escalated issues to achieve timely resolutions.

Answered patient billing questions, scheduled payments, and processed internal facility claims while explaining Medicare coverage and issuing duplicate invoices to improve collections and patient clarity. Maintained accurate billing records and facilitated payment processing.

Audited high-dollar accounts to identify short-paid claims, calculated DRG/APC and line items, and recovered underpayments from contracted payers to improve reimbursement accuracy. Prepared trend reports on payer inconsistencies and coordinated follow-ups to secure additional payments.

Communicated with debtors to resolve balances, prepared accounts for litigation when necessary, and submitted third-party claims while maintaining documentation and collection system accuracy. Screened delinquent accounts and coordinated referrals to legal or collection agencies.

Resolved aged accounts receivable across hospital and governmental claims, communicated with payers and patients to clarify billing discrepancies, and used payer web portals and high-volume processes to expedite collections. Maintained service standards in a fast-paced environment.

Completed the Medical Billing and Coding Certificate Program at Southern California Health Institution in Los Angeles, CA.

Master of Business Administration focused on Health Services Administration from Strayer University, Columbia, SC.

Bachelor of Science in Sociology with a minor in Public Health from the University of South Carolina, Columbia, SC.