D'AMITRA MARSHALL
Glendale,AZ
Summary
Dynamic healthcare professional with extensive experience at Banner Estrella Medical Center, specializing in administrative coordination and healthcare compliance. Demonstrated success in enhancing operational efficiency while cultivating strong relationships through exceptional communication and conflict resolution skills. Proficient in financial management and staff training, consistently driving improvements that elevate both patient care and team performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Placement Liaison
Banner Estrella Medical Center
Phoenix, AZ
09.2024 - Current
- Managed patient placement operations, ensuring compliance with healthcare policies.
- Collaborated with clinical teams to optimize patient care transitions.
- Monitored and reconciled financial transactions related to patient placements.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
- Solved conflicts and addressed issues that occurred between other entities and business.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
- Increased overall productivity by streamlining internal processes and introducing new tools for more efficient workflow management.
- Aided in the development of training materials, contributing to the ongoing education of team members and improved performance outcomes.
- Proactively identified potential challenges or roadblocks within projects, formulating contingency plans to ensure success.
- Successfully communicated with entities inside and outside of business.
- Managed complex schedules to coordinate travel, meetings, and events for executive leadership teams.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
Office Manager
Therapy with Purpose
Glendale, AZ
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
Glendale, AZ
12.2013 - 09.2024
- Maintained a safe and clean environment, reducing the risk of infection or injury
- Entrusted to handle confidential and sensitive situations in professional matter
- Completed regular check-ins and progress report for each client
- Built strong relationships with clients to deliver emotional support and companionship
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs
- Handled household management tasks like laundry, light housekeeping and grocery shopping leading to a well-maintained living space
- Assisted with personal hygiene tasks such as bathing, grooming, and dressing for enhanced self-esteem
- Provided emotional support and companionship to patients, promoting overall wellbeing
- Assisted clients with daily living activities for improved quality of life
- Provided safe mobility support to help patients move around personal and public spaces
- Managed patient medications, ensuring accurate dosages and timely administration
- Assisted patients with self-administered medications
- Monitored vital signs and reported any abnormalities to healthcare providers promptly
- Enhanced patient comfort by providing compassionate and attentive personal care
- Promoted client independence through encouragement and assistance in self-care tasks when appropriate
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing
- Improved patient nutrition by preparing healthy meals tailored to dietary restrictions and preferences
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Transported individuals to events and activities, medical appointments, and shopping trips
- Coordinated medical appointments for efficient scheduling and minimized conflicts or overlaps in care provision
- Developed personalized care plans to address individual needs and goals
- Implemented strategies to manage challenging behaviors effectively while maintaining client dignity and respect
- Provided skilled nursing care under the supervision of RNs - including wound dressing changes and catheter care-contributing towards expedited healing process
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery
- Scheduled daily and weekly care hours for client caseload
- Maintained detailed records of daily activities, observations, incidents, medication intake-allowing for effective communication among healthcare team members
- Recognized and reported abnormalities or changes in patients' health status to case manager
- Educated family members about caregiving techniques for continuity of care during caregiver absences or transitions between shifts
- Facilitated patient mobility by assisting with transfers, ambulation, and exercises as prescribed by therapists
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels
- Handled incoming mail, bills and invoices and completed appropriate actions
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development
Customer service representative I- REMOTE
Aerotek; Anthem BlueCross of California
09.2021 - 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
Fresno, CA
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
Student Receptionist
Willow International Center
Fresno, CA
08.2013 - 12.2013
- 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
Education
Bachelor of Science - Healthcare Administration
University of Arizona Global Campus
Chandler, AZ04-2025
Associates of Science - Public Health
Fresno City College
Fresno, CA12.2020
Skills
- Customer Service
- Administrative Coordination
- Effective Organizational Skills
- Office Management Expertise
- Proficient in Simultaneous Tasks
- Detail-Oriented Data Management
- Strong Written Communication Skills
- Calendar Coordination
- Employee Supervision
- Staff hiring
- Conflict Management
- Documentation and control
- Policy Implementation
- Financial Management & Bookkeeping
- Payroll Processing & Budgeting
- Business operations management
- Healthcare Compliance & Regulations
- Staff Training & Supervision
- Patient Accounts Management
- Administrative Operations Optimization
- Healthcare administration
- Policy and procedure modification
- Deadline management
- Presentation design
- Business analysis and reporting
- Training and coaching
- Employee onboarding
Certification
- Fingerprint clearance card
- Cardiopulmonary Resuscitation certification
- Basic Life Support certification
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Placement Liaison
Banner Estrella Medical Center
09.2024 - Current
Customer service representative I- REMOTE
Aerotek; Anthem BlueCross of California
09.2021 - 05.2022
Office Manager
Therapy with Purpose
08.2021 - Current
Motor Vehicle Representative
Department of Motor Vehicles
04.2018 - 07.2021
Lead Caregiver
Cherished Moments Home Care Services
12.2013 - 09.2024
Student Receptionist
Willow International Center
08.2013 - 12.2013
Bachelor of Science - Healthcare Administration
University of Arizona Global Campus
Associates of Science - Public Health
Fresno City College
Similar Profiles
Candice HenricksCandice Henricks
Respiratory Therapist RRT at Medical Solutions -Banner Estrella Medical CenterRespiratory Therapist RRT at Medical Solutions -Banner Estrella Medical Center
Jennifer NguyenJennifer Nguyen
Registered Nurse at Banner Estrella Medical CenterRegistered Nurse at Banner Estrella Medical Center
Paula PerezPaula Perez
Radiologic Technologist at Banner Estrella Medical CenterRadiologic Technologist at Banner Estrella Medical Center