D'Amitra Marshall
Glendale,AZ
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Office Manager
Therapy with Purpose
08.2021 - Current
- Assess processes and procedures, complying with OSHA, and HIPAA regulations.
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Ensured operational excellence, keeping office running smoothly during peak times and emergencies.
- Create and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Assist physicians with clinical documentation to ensure complete and accurate records for each patient visit.
- Communicate effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Address and remedied all patient or team member issues.
- Increase revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
- Maintain up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
- Facilitate communication between staff members to maintain a cohesive team focused on providing exceptional patient care.
- Oversee accounting, budgeting, and financial reporting.
- Leverage patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Coordinate regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
- Provide proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Manage employees with various personalities and from different cultures for an outpatient behavioral health clinic
- Improve patient satisfaction by implementing efficient scheduling and appointment management systems.
- Implemented customer service training program for front desk staff, elevating patient service standards.
- Developed and maintained comprehensive policy and procedures manual, ensuring all staff were informed of office protocols.
- Maintained high level of patient care by conducting regular audits of medical record accuracy.
- Enhanced team morale and reduced turnover through development of comprehensive staff recognition program.
- Optimized inventory management to ensure essential supplies were always available.
- Promoted patient-centered approach, regularly reviewing and adjusting practices to meet patient needs and expectations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Created organized filing system to manage department documents.
- Completed bi-weekly payroll for employees.
- Coordinated office events, seminars and meetings for staff and clients.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Lead caregiver
Cherished Moments Home Care Services
12.2020 - Current
- Assess medical needs, regularly prepare and modify care plans, assist with basic needs, and Assist with Daily living activities such as bathing, feeding, preparing meals, cleaning, errands, scheduling, and transporting to and from appointments, advocate for clients by expressing clients needs, desires, and complaints
- Making sure the client gets the best outcome from all situations
- Provide companionship, manage and distribute medications, schedule and manage staff, Utilize EMR system and ICD10, CPT coding, and Follow all HIPAA regulations.
Customer service representative I- REMOTE
Aerotek; Anthem BlueCross of California
01.2021 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Proactively resolve members and/or providers' questions and concerns using computer-based resources to find answers
- guide members and providers with their healthcare needs by explaining benefits using terminology and techniques members and/or providers can understand
- solving claim concerns, assist find a healthcare provider via telephone call, online chat, or e-mail
- understanding and use insurance and medical terminology, partnering internally to create a seamless experience for our customers and resolving potential issues
- meet all deadlines, follow all remote policies
- Performed policy renewal and record retention.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Kept detailed records on individual insurance claims and incorporated into detailed client files.
- Acted as emotional support for customers experiencing catastrophic situations.
- Participated in ongoing professional development courses to maintain current knowledge of insurance products and regulations, enhancing overall expertise as a representative.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Motor Vehicle Representative
Department of Motor Vehicles
04.2018 - 07.2021
- Advised clients on title transfers and addressed any discrepancies with relevant documentation.
- Acted as a liaison between motor vehicle agencies and clients, ensuring a smooth flow of communication and information sharing.
- Supported team members during peak periods, contributing to improved productivity levels across the department.
- Organized and maintained accurate records of daily transactions, ensuring compliance with state reporting requirements.
- Streamlined the registration process for faster service, resulting in reduced wait times for customers.
- Prevented fraudulent activity by carefully verifying ownership documents before processing transactions related to titles or registrations.
- Assisted customers with license plate issuance and renewal processes, promoting a seamless experience.
- Conducted thorough field inspections of vehicles, ensuring adherence to all safety and emission regulations.
- Consistently met or exceeded performance metrics through diligent attention to detail in completing assigned tasks accurately and efficiently.
- Managed high-volume caseloads while consistently meeting deadlines for timely processing of applications and registrations.
- Collaborated with law enforcement agencies to investigate cases involving stolen or fraudulently obtained vehicles.
- Promoted positive customer relationships by addressing concerns promptly and professionally during interactions at field offices.
- Enhanced customer satisfaction by providing efficient and accurate motor vehicle information to clients.
- Facilitated effective communication between various departments within the agency to expedite problem resolution for clients.
- Educated clients on motor vehicle requirements and fees, eliminating confusion and streamlining transactions.
- Demonstrated a strong commitment to professional development by attending workshops and seminars on industry trends and best practices, incorporating new knowledge into daily work activities.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Updated operational records or licensing information using computer terminals.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Researched information in municipal archives upon request of public officials or private citizens.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
- Issued various permits and licenses.
Cashier
Walmart
05.2016 - 08.2020
- Greet customers with a delightful smile; receive payment in exchange for items sold; bag, box, and wrap purchased items; identify prices of goods using memory or scanner; sort and count currency and coins, Issue receipts and change to customers; and count money at the beginning and ending of each shift, Process credit card and check payments, proactively resolve customer complaints, Perform the duties of customer service representative when required.
Receptionist Intern
Willow International Center
08.2013 - 04.2018
- Maintained cleanliness of reception area, creating a welcoming atmosphere for visitors and employees alike.
- Assisted in event planning and coordination, ensuring successful execution of company functions.
- Enhanced customer satisfaction by providing friendly and efficient service at the front desk.
- Handled sensitive information discreetly by adhering to strict confidentiality guidelines, ensuring client trust.
- Streamlined office operations by maintaining organized filing systems and managing incoming and outgoing mail.
- Efficiently managed high call volumes, directing callers to appropriate departments for prompt assistance.
- Reduced wait times for appointments by efficiently handling walk-ins and identifying gaps in the schedule for same-day bookings.
- Contributed to a positive work environment by maintaining a professional demeanor when interacting with clients, colleagues, and supervisors.
- Increased client retention through attentive listening, addressing concerns promptly, and offering solutions when applicable.
- Improved office efficiency with accurate data entry, ensuring up-to-date information in company databases.
- Managed multiple phone lines simultaneously without compromising quality of service or caller satisfaction.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Responded to inquiries from callers seeking information.
- Maintained visitor log for entering and leaving facility for security purposes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
Instructor II
Central Valley Training Center
11.2016 - 03.2018
- Demonstrate positive and professional communication with other agencies and businesses, thoroughly and accurately complete program paperwork, collect pertinent data in an error-free manner, maintain an environment that promotes non-aversive behavior, use positive interactions with consumers, respond to the crisis using good judgment, apply agency training methods to ensure structure in the working environment.
Caregiver
Private care
03.2015 - 03.2016
- Provide the patient with warmth, care, and respect
- Distribute the patient's medication: pills liquid medication; connected and disconnected IV; administered pain shots; checked patient's vitals; prepared patient's meals, bath, and dressed patient; maintained a clean and sanitized environment; and transported the patient to and from appointments complete errands for the patient, accompanied the patient in all daily activities.
Sales Consultant
CarMax
12.2013 - 03.2015
- Display a welcoming presence when greeting customers and assess customer needs through connecting, discovering, and listening to their personal stories; complete regular training to stay current on financial and automotive trends and coordinate with fellow consultants in other departments, including the business office and inventory department to meet daily sales goals.
Education
Bachelor of Science - Healthcare Administration
University of Arizona Global Campus
02.2025
Associates of Science - Public Health
Fresno City College
Fresno, CA12.2020
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Data Entry
- Clear oral/written communication
- Scheduling and calendar management
- Employee Supervision
- Staff hiring
- Conflict Management
- Documentation and control
- Policy Implementation
Certification
fingerprint clearance card
Cardiopulmonary Resuscitation certification
Basic Life Support certification
Timeline
Office Manager
Therapy with Purpose
08.2021 - Current
Customer service representative I- REMOTE
Aerotek; Anthem BlueCross of California
01.2021 - 05.2022
Lead caregiver
Cherished Moments Home Care Services
12.2020 - Current
Motor Vehicle Representative
Department of Motor Vehicles
04.2018 - 07.2021
Instructor II
Central Valley Training Center
11.2016 - 03.2018
Cashier
Walmart
05.2016 - 08.2020
Caregiver
Private care
03.2015 - 03.2016
Sales Consultant
CarMax
12.2013 - 03.2015
Receptionist Intern
Willow International Center
08.2013 - 04.2018
Bachelor of Science - Healthcare Administration
University of Arizona Global Campus
Associates of Science - Public Health
Fresno City College