Martell Stokes
Kent,WA
Summary
Proven to enhance patient and customer satisfaction at the University of Washington Medical Center Radiology, I excel in HIPAA compliance and efficient appointment scheduling. My background in towing and office support showcases my adaptability and problem-solving skills. With a commitment to maintaining confidentiality and fostering positive relationships, I consistently improve operational efficiencies and service quality.
Overview
11
11
years of professional experience
Work History
Patient Service Specialist 3
University of Washington Medical Center Radiology
Seattle, WA
04.2020 - Current
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Enhanced clinic workflow by managing patient records and ensuring accurate documentation of medical histories.
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Supported clinical staff during peak hours by assisting with room setup, light housekeeping duties, and supply inventory management.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Responded to inquiries by directing calls to appropriate personnel.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Engaged with patients to provide critical information.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Resolved customer complaints using established follow-up procedures.
- Schedule patient patient’s for various modalities in Radiology
Office Support
Zenith American Solutions
Seattle, WA
07.2018 - 04.2020
- Recruited, trained and supervised interns and volunteers to provide client advocacy services and office support.
- Improved communication between front office personnel, back office support staff, credit officers, compliance managers, auditors, IT specialists during quarterly reviews.
- Supervised office support staff, providing guidance and fostering a collaborative work environment for maximum efficiency.
- Served as an integral part of the office support system, consistently delivering high-quality results under pressure.
- Enhanced patient satisfaction by providing efficient and courteous front office support.
- Enhanced customer satisfaction by providing timely and efficient front office support.
- Enhanced patient experience by providing efficient back office support and maintaining a clean, organized workspace.
- Enhanced customer satisfaction by providing efficient front office support and addressing inquiries promptly.
- Supported office manager with proactive correspondence management, document coordination, and customer relations.
- Provided coverage at the reception desk during breaks or absences, ensuring continuous front-office support for clients and colleagues alike.
- Liaised closely with other service providers such as medical teams or lost property offices when required for seamless support provision.
- Supported office administrative tasks such as filing, data entry, and correspondence management in a timely manner for efficient workflow processes.
- Delivered front-office administrative support, shared general information and employed clinical knowledge when assisting patients.
- Supported continuous improvement initiatives within the organization, sharing best practices among fellow Trust Officers.
- Completed essential tasks such as maintaining appointment calendars, sorting mail, or ordering office supplies on time to support workflow efficiency.
- Supported administrative tasks such as data entry, report generation, and correspondence management, contributing to overall office efficiency.
- Performed data entry, paper filing, electronic archiving and used 10‐key and other machines and equipment to support office efficiency.
- Collaborated with other support staff members to ensure smooth operations within the office environment.
- Supported daily operations by organizing office spaces for maximum functionality and ease of use.
Tow Truck Driver
ABC Tiwing
Seattle, WA
03.2016 - 07.2018
- Recovered vehicles, completed private tows, and managed involuntary pick-ups on behalf of business and law enforcement professionals.
- Provided reliable transportation for damaged vehicles while minimizing further damage using proper towing techniques.
- Secured vehicle to tow truck and checked all attachments for safe operation.
- Delivered exceptional customer service in high-stress situations, fostering positive relationships with clients and referral sources.
- Collaborated with local law enforcement agencies to safely clear accident scenes and impounded vehicles.
- Fastened chains, straps, covers, and binders to secure load during transit.
- Answered roadside assistance calls for tows and other vehicle support.
- Advanced company reputation by consistently maintaining professionalism, punctuality, and quality service in all interactions with clients.
- Demonstrated adaptability in handling various types of vehicles and towing equipment for a diverse range of situations.
- Performed minor roadside repairs for clients, reducing downtime and promoting repeat business opportunities.
- Completed basic maintenance and minor repairs to keep vehicle neat and running properly.
- Improved response times by efficiently navigating and utilizing GPS systems during tow truck operations.
- Expedited roadside assistance requests through effective communication with dispatchers to ensure prompt arrival at the scene.
- Assisted in training new tow truck drivers, sharing best practices for safe operations and efficient service delivery.
- Enhanced customer satisfaction by providing professional and courteous assistance to stranded motorists.
- Finalized daily logs on schedule to update internal records and uphold DOT requirements.
- Boosted operational efficiency by conducting regular maintenance checks on all towing equipment, avoiding breakdowns or malfunctions during critical moments.
- Inspected vehicle before and after trips and logged and reported mechanical problems to avoid unsafe hazards.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Operated with safety and skill to avoid accidents and delays.
- Completed preventive maintenance checks and basic repairs to vehicles.
- Reduced accident rates with careful driving and adherence to safety guidelines during towing procedures.
- Maintained a clean and organized tow truck, ensuring optimal functionality for emergency situations.
- Delivered exceptional tow truck service across region and liaised with local authorities.
- Streamlined dispatch communication by accurately updating job status information through the use of mobile applications.
- Managed inventory control for onboard equipment, ensuring all necessary tools were readily available for each job assignment.
- Ensured accurate billing by collecting payment from customers at the time of service completion when necessary.
- Adhered to local regulations regarding vehicle weight limits, avoiding costly fines or penalties for noncompliance.
- Conducted thorough pre-trip inspections, identifying potential issues before they could impact performance or safety.
- Increased company revenue, successfully completing a high volume of service calls within designated timeframes.
- Contributed to company growth by generating new leads through networking events and community initiatives.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
- Communicated with dispatchers and other office personnel to handle two-way updates and adjust daily schedules.
- Inspected trucks and trailers before each trip to assess safety and identify maintenance concerns.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Completed routine maintenance on truck to keep in working order.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Coordinated efficient routes for optimal delivery scheduling and maximum daily performance.
- Conferred with dispatch to relay delays, receive route, and adjust plans to meet daily targets.
- Inspected load security and checked for damages.
- Managed supplier record tracking and data communications tasks while automating operations to enhance efficiency.
- Removed and unloaded packages from Type trucks for customer deliveries, using extreme care to avoid damage to goods.
- Checked shipping papers to determine nature of load and checked for presence of hazardous materials.
- Managed efficient unloading of freight, inspected merchandise, and documented customer concerns for supervisor.
Tow Truck Driver
Fastway Towing
Los Angeles, CA
02.2014 - 03.2016
- Recovered vehicles, completed private tows, and managed involuntary pick-ups on behalf of business and law enforcement professionals.
- Provided reliable transportation for damaged vehicles while minimizing further damage using proper towing techniques.
- Secured vehicle to tow truck and checked all attachments for safe operation.
- Delivered exceptional customer service in high-stress situations, fostering positive relationships with clients and referral sources.
Education
Hihs -
Crenshaw High School
Los Angeles, CA06.2000
Skills
- Appointment Scheduling
- Patient confidentiality
- Healthcare Systems Knowledge
- Insurance Verification
- Medical Terminology
- HIPAA Compliance
- Customer Service
- Patient Registration
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- Registration and Admissions
- Phone and Email Etiquette
- Payment Processing
- Resolving Problems
- Schedule Coordination
- Registration and Scheduling
- Insurance verifying
- Insurance Authorizations
- Reliability and Dedication
- Medical History Documentation
- Database Search and Data Entry Skills
- Patient Needs Assessment and Referral
- Outbound Calling
- Conflict Resolution
- Patient documentation
- Safely transporting vehicles
- Driving within the speeds limits of the law
- coordinating with law-enforcement to clean up accident scenes
Timeline
Patient Service Specialist 3
University of Washington Medical Center Radiology
04.2020 - Current
Office Support
Zenith American Solutions
07.2018 - 04.2020
Tow Truck Driver
ABC Tiwing
03.2016 - 07.2018
Tow Truck Driver
Fastway Towing
02.2014 - 03.2016
Hihs -
Crenshaw High School