Marcus Polk Jr
Atlanta,Ga
Summary
Customer support professional with extensive experience in healthcare, customer care, and marketing. Demonstrated success navigating high-volume support operations across diverse fields. Proven leadership skills with a focus being of service and impact to others with my effort and energy. Skilled coordinating marketing initiatives to drive growth, optimizing incoming referrals and also client/partner relationships.
Overview
12
12
years of professional experience
Work History
Marketing Operations Specialist
Georgia Pain and Spine Solutions
01.2025 - Current
- Facilitated marketing initiatives to drive patient referrals and build strong partnerships with medical providers, chiropractors, and personal injury firms.
- Case Managed patient treatment status follow up attendance, monitored email daily for incoming cases, and collected medical records to submit to attorneys for final settlements.
- Coordinated weekly presentations with practice admin. and lead physician to analyze marketing metrics and emphasize key opportunity areas for improvement.
- Continuously develop innovative marketing strategies, identify email marketing opportunities and leverage resources & connections to drive growth.
Customer Support Analyst
Zelis Healthcare
03.2024 - 12.2024
- Facilitate ongoing client support to medical offices and top insurances, Serving as integral liaison for claim resolution, and troubleshooting efficiency.
- Skillfully operated the highest volume call queue - responsible for processing claims, rectifying payment disputes, authorizing considerations and payment details for expedited processing.
- Assist providers with their credentialing status, network participation, compliance with protocols needing their action, and help navigating their provider portal.
- Acknowledged escalation requests and connected customers with supervisor assistance upholding professionalism.
- Routinely collaborated across departments to identify and resolve recurring customer concerns, and to overall create ways to enhance the claim processing experience for our clients.
Service Representative (Medical Courier)
Labcorp
08.2022 - 02.2024
- Conducted daily specimen collection for Labcorp client accounts in McDonough, Stockbridge, and Jackson, Georgia.
- Consistently displayed efficiency & professionalism with punctuality, and providing exceptional customer with every interaction within provider offices.
- Facilitated the safe transport of hazardous materials, specimens and samples to accessioning for testing, strictly adhering to all SOPs to preserve sample integrity.
- Keep track of daily inventory counts by utilizing a Zebra Scanner device to track, relay and efficiently discard specimens at accessioning lab upon completion.
- Functioned as direct point of contact for client accounts adhering to any pickup adjustments, daily special requests, and best circumventing possible conflicts by communicating directly with offices.
Delivery Service Partner
Amazon Logistics
07.2021 - 05.2022
- Effectively operated non-CDL box trucks and sprinter vans to distribute residential and commercial prime customers across South Georgia.
- Successfully displayed strong multitasking skills meeting route obligations with tight time windows & navigational barriers (180 stops daily).
- Provide outstanding customer service with the upmost professionalism and maintaining a courteous demeanor with each and every customer interaction.
- Collaborate with dispatch & team leads to resolve “on road” delivery issues, excel with daily metrics & provide assistance to fellow drivers needing help with route.
VIP Host/Guest Services
LiveNation Events
04.2018 - 10.2021
- Oversaw VIP hostings and guest service operations at The Coca Cola Roxy, Buckhead Theatre, and The Tabernacle.
- Ensured compliance with venue policies and regulations, at all times, maintaining a safe yet enjoyable experience for guests.
- Increased venue revenue by upselling tickets and access to vip amenities, offering an enhanced guest experience.
- Contributed to marketing initiatives by capturing event footage, leveraging media to enhance social media presence and engagement for upcoming shows.
Medical Assistant/Patient Care Advocate
Georgia Pain & Spine Solutions
03.2020 - 07.2021
- Facilitated front office operations answering all incoming calls , retrieving previous medical records and imaging, scheduling patients appointments, verifying insurances and identifying their most recent conservative therapy.
- Coordinated prescription management submitting prescriptions to pharmacies, ensuring recurring patients are correctly following dosage guidelines and assist with issues/concerns patients may face.
- Direct Medical Scribe: Documented pain levels, treatment notes, and provider recommendations while submitting prescriptions to pharmacies for patients.
- Record and upload patient notes into their charts via AthenaNet, including imaging and the pre-authorizations for their prescriptions and upcoming procedures.
- Administered IVs for patients with upcoming procedures receiving anesthesia, ensuring proper compliance with sterilization methods and protocols.
- Treatment/Procedure Days: Prepared all sterile supply kits for physicians, efficiently operated the C-arm x-ray to provide provider with images of injection entry points, and support patients throughout their recovery process after procedures to ensure a safe departure.
Vendor Management System Analyst
The Intersect Group: The Home Depot Support Center
04.2019 - 05.2020
- Integral liaison between vendors, project managers and contingency contractors, all within the THD workforce and network regarding labor projects.
- Ensure successful onboarding of contractors, moderate project approvals, and final review of financial proposals efficiently and accurately.
- Provide exceptional support resolving high work ticket requests generated via workday & outlook; Prioritizing task to deliver on performance goals.
- Collaborated across internal teams weekly to test new systems, analyze department metrics & brainstorm new solutions for our contingent workplace.
Benefits Coordinator
Pacific Dental Services
07.2018 - 12.2018
- Answered all incoming calls to coordinate new patient appointments; Conducted insurance verifications & monthly follow-up calls to promote continuous care.
- Formulated tailored treatment plans to meet patient needs effectively. Explained provider recommendations alongside patient to explore which financial options to support future treatment.
- Obtain pre-authorizations for the necessary materials and supplies for future treatment & optimize benefit plans in the best interest of the patient.
- Facilitate morning huddles with team to assess office metrics, define weekly target goals, and explore innovative strategies for enhancing office production and delivering exceptional customer care.
Patient Care Advocate/ Medical Assistant
Center for Pediatric Dental Sedation & Anesthesia Consultants of Ga
02.2014 - 05.2018
- Managed incoming calls to create new patient appointments, uploaded recent imaging & medical records to charts , and coordinated follow-up visits and referral appointments per provider’s request.
- Monitored patient vitals during procedures to ensure safety, conducted dental x-ray impressions to support accurate diagnosis’ and supported patients airways while under anesthesia to regulate circulation.
- Performed gross and self-pay calculations for proper billing and uploading these amounts to Google sheets and physical filing this info as well.
- Regulated inventory across five partnering practice locations through completion of purchase orders. Transported supplies and collected new patient records to ensure operational efficiency.
Education
Bachelor of Science - Major: Economics, Minor: Psychology
Georgia State University
Atlanta, Ga05.2017
Pre-Medicine (Transferred)
The University of Alabama
Tuscaloosa, Al12.2012
High School Diploma -
Woodward Academy
College Park, GA05.2011
Skills
- Exceptional customer service & Interpersonal skills
- Attentiveness to detail, versatility & a quick learner
- Multi-Tasking & Prioritizing important task/objectives
- Claim resolution and Benefits allocation
- Admin: Copying, Scanning, Faxing, Filing & Data Entry
- Microsoft Office: Word, Excel, PowerPoint & Outlook
- Adobe Creative Cloud: Photoshop & Premiere Pro
- Portal Management: Workday, Beeline, CxOne Agent, Onbase, Compass and Prizem
- EMR Systems : Epic and AthenaNet
Awards
2011 BCS NATIONAL CHAMPIONSHIP FOOTBALL TEAM
Timeline
Marketing Operations Specialist
Georgia Pain and Spine Solutions
01.2025 - Current
Customer Support Analyst
Zelis Healthcare
03.2024 - 12.2024
Service Representative (Medical Courier)
Labcorp
08.2022 - 02.2024
Delivery Service Partner
Amazon Logistics
07.2021 - 05.2022
Medical Assistant/Patient Care Advocate
Georgia Pain & Spine Solutions
03.2020 - 07.2021
Vendor Management System Analyst
The Intersect Group: The Home Depot Support Center
04.2019 - 05.2020
Benefits Coordinator
Pacific Dental Services
07.2018 - 12.2018
VIP Host/Guest Services
LiveNation Events
04.2018 - 10.2021
Patient Care Advocate/ Medical Assistant
Center for Pediatric Dental Sedation & Anesthesia Consultants of Ga
02.2014 - 05.2018
Bachelor of Science - Major: Economics, Minor: Psychology
Georgia State University
Pre-Medicine (Transferred)
The University of Alabama
High School Diploma -
Woodward Academy