Marshay Knighton
Healthcare Specialist
Birmingham,AL
Summary
Healthcare Support Specialist|Patient Services|Medical Communications
Dedicated and compassionate healthcare support professional with extensive experience in high-volume medical call centers and hospital environments. Proven ability to manage sensitive patient interactions, coordinate with clinical teams, and uphold the highest standards of confidentiality and care. Skilled in handling up to 200 calls per day from doctors, nurses, and patients while maintaining empathy, accuracy, and professionalism under pressure. Recognized for customer service, strong communication skills, and a deep understanding of healthcare operations. Passionate about making a meaningful impact in patient care through excellence in service and support.
Overview
4
4
years of professional experience
Work History
Client Support Specialist
Jefferson County Medical Society
02.2024 - Current
- Support doctors, nurses, hospital staff, and patients by coordinating time-sensitive care instructions, appointment logistics, prescription inquiries, and medical updates.
- Serve as a primary point of contact, managing sensitive medical-related inquiries with professionalism, empathy, and strict adherence to HIPAA compliance.
- Maintain strict HIPAA compliance and uphold patient confidentiality while navigating complex health systems and ensuring accurate data entry in EHR platforms.
- Efficiently handle inbound and outbound communication, system documentation using electronic health records (EHR), STARTEL, and other high priority medical software.
- Collaborate with cross-functional medical teams to ensure accurate information relay and timely resolution of escalated cases.
- Recognized for maintaining top-tier customer satisfaction scores and swift call resolution in a fast-paced, critical environment.
- Recognized for exceptional communication and problem-solving, with multiple ANSI Awards earned for outstanding performance, professionalism, and reliability under pressure.
- Manage up to 200 calls per day, assisting doctors, nurses, and patients with critical healthcare communications, medication needs, appointment scheduling, and overall health related patient help across hundreds of hospitals and doctor offices.
- Use electronic health records (EHR) systems and medical scheduling tools to document interactions and facilitate seamless patient care.
- Frequently trusted with escalated or urgent calls, including post-operative patient care, critical case coordination, and interdepartmental medical routing.
- Serve as a go-to resource and informal team lead, helping new hires acclimate and modeling best practices in medical communication and customer service excellence.
- Fostered an inclusive and supportive team environment by offering assistance to colleagues when needed, leading to increased overall performance.
Pediatric Patient Service Hostess
Children's of Alabama Hospital
06.2023 - 02.2024
- Served as a compassionate and dependable point of contact for hospitalized children and their families, ensuring timely and accurate delivery of meals tailored to each patient’s medical and dietary needs.
- Worked closely with clinical nutritionists, nurses, and care teams to support treatment plans through precise meal coordination, allergy awareness, and specialized dietary compliance.
- Fostered a warm and comforting environment during meal times, often offering emotional support to young patients and their families during vulnerable moments.
- Maintained strict sanitation and health protocols, ensuring food safety and infection control in sensitive hospital environments.
- Played an essential role in improving patient satisfaction scores, contributing to a holistic healing experience by treating food delivery as a moment of connection and care.
- Recognized by staff and families for a consistently compassionate bedside manner, attention to detail, and professionalism under pressure.
- Greeted patients and parents face to face warmly upon arrival with meals and provided friendly warm presence throughout hospital dining experience.
- Supported servers, food starters, and cooks with keeping meal trays ready for every patient.
- Trained new hostesses on customer service best practices and hospital policies to maintain high standards of service.
- I personally was made face of my department in an infomercial due to excellent customer service skills and posit attitude.
Freelance Graphics Designer & Virtual Creator
Remote
12.2020 - 06.2023
- Managed multiple design projects simultaneously, ensuring timely delivery within budget constraints.
- Developed innovative design concepts for improved brand recognition and customer engagement.
- Produced high-quality mockups for client approval during the iterative design process, saving time on revisions later down the line.
- Presented creative solutions to client challenges, resulting in high levels of client satisfaction and repeat business opportunities.
- Designed and developed custom digital content including branding assets, promotional graphics, and 3D virtual items for online platforms and virtual worlds.
- Specialized in creating high-quality avatars, virtual environments, and in-game accessories, with a focus on detail, realism, and user experience.
- Collaborated with clients across various industries to bring their digital visions to life through visual storytelling and brand-aligned aesthetics.
- Built a loyal client base through word-of-mouth, social media, and consistent delivery of polished, marketable assets.
- Balanced multiple projects at once, demonstrating strong time management, creative direction, and problem-solving skills in a fast-paced remote setting.
Education
High School Diploma -
Center Point High School
Birmingham, AL05-2015
Skills
- HIPAA compliance & Patient Communication
- Medical Terminology Familiarity
- Call center operations and call volume management
- Conflict resolution and de-escalation
- Team collaboration across healthcare departments
- Interpersonal and written communication
- Empathy and patience
- Support inquiry assistance
- Dedicated work ethic
- Client rapport building
- Problem resolution aptitude
- Verbal and writing communication
- Support oversight
- Document and records management
- Teamwork and collaboration
- Computer skills
- Customer data confidentiality
- Data entry
- Calm and professional under pressure
- Administrative and office support
- Inbound call management
- Outbound call management
- 50 wpm typing speed
- Remote office availability
- Data evaluation
- Multitasking in high pressure environments
- Attention to detail
- Time management
Timeline
Client Support Specialist
Jefferson County Medical Society
02.2024 - Current
Pediatric Patient Service Hostess
Children's of Alabama Hospital
06.2023 - 02.2024
Freelance Graphics Designer & Virtual Creator
Remote
12.2020 - 06.2023
High School Diploma -
Center Point High School
Similar Profiles
Tristyn KontraTristyn Kontra
Veterinary Assistant at Jefferson County Humane Society And Jefferson County Animal ShelterVeterinary Assistant at Jefferson County Humane Society And Jefferson County Animal Shelter
MISTINE MOLTZAUMISTINE MOLTZAU
Adoption Counselor/Front Desk Coordinator at Humane Society Of Jefferson CountyAdoption Counselor/Front Desk Coordinator at Humane Society Of Jefferson County
Valerie YackulichValerie Yackulich
Executive Assistant at Lee County Medical SocietyExecutive Assistant at Lee County Medical Society
Isabella RaiaIsabella Raia
Office Assistant at Cahaba Land Title and EscrowOffice Assistant at Cahaba Land Title and Escrow
Denise BurrellDenise Burrell
Customer Service Manager at PublixCustomer Service Manager at Publix