Marvella Hyatt
Graham,NC
Summary
Compassionate, highly motivated medical professional dedicated to improving the public's quality of live through advocacy and exceptional customer service. Adept in medical office management within virtual dynamic environments and specialty clinics. Focused on increasing customer satisfaction while minimizing customer abrasion by driving company solutions. Expertise in patient relations, conflict de-escalation with an emphasis on critical thinking and problem solving. Able to thrive i fast paced environments while maintaining the dignity of the population I serve.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Care Coordinator
Cecelia Health
Virtual
03.2026 - Current
- Managed appointment scheduling optimizing patient access to necessary services.
- Liaised with insurance companies, plan sponsors and, pharmacy to verify prior authorization, formulary changes, copays and deductible.
- Advocated for patient's rights within the healthcare system, working diligently to remove barriers to care.
- Investigated and escalated issues, within the program, which cause loss of cost share for members.
- Investigated and escalated issues, within the program, which cause loss of cost share for members.
- Maintained accurate records of members using EHR/EMR and PSC.
- Delivered high quality customer service across all lines of service.
- Resolved member issues, in a prompt manor, to avoid gap in treatment.
- Conducted up to 40 initial assessments, via Zoom per week while adhering to HIPPA regulations and company policy.
- Educated members on program rules of engagement in order to obtain medication cost share.
Virtual Medical Assistant/Patient Care Advocate
Roman Health
Virtual
07.2025 - 01.2026
- Utilized AI (Guru) as a tool that delivered accuracy and workflow processes.
- Assisted RN and Physicians with prior authorization submittals
through Caremetx and Develop Health concierge. - Managed upwards of 240 accounts per week with varying degrees of complexity, across all lines of service including insurance verification.
- Guided patients through complex healthcare processes, ensuring understanding of treatment options.
- Advocated for patient rights and removed barriers to healthcare
services, enhancing overall patient experience. - Driving solutions while maintaining customer satisfaction and patient retention.
- Adhered to company engagement policies by participating in weekly .meetings and office trainings through Google meet.
- Triaged and crafted messages in a timely manner to facilitate trust and meet deadlines.
- Collaborated and communicated with healthcare teams, across all lines of service, to prevent gaps in treatment via Slack.
Patient Relations
University of North Carolina (Adams School of Dentistry)
Chapel Hill, NC
11.2022 - 05.2025
- Managed daily operations related to patient accounts and clinic
scheduling for a busy resident dental clinic in an educational setting. - Identified and addressed financial barriers to treatment services by implementing payment plans.
- Executed detail-oriented record management and documentation through EPIC for patient admissions.
- Registered up to 50 patients per day with demographics, verified insurance, and created guarantor accounts for proper patient billing.
- Transcribed referrals from up to 100 external providers with various departments in the dental school to facilitate patient transitions.
- Streamlined communication processes for improved patient relations and overall experience.
- Reconciled patient accounts, collected money, managed daily cash draw and reports.
- Demonstrated effective written and verbal communication using various workplace software such as Microsoft Teams and e-mail.
- Prioritized time sensitive tasks with competing deadlines.
Health Professional (Scarlet Health)
BioReference Laboratories
Remote
07.2021 - 07.2022
- Adhered to regulatory compliance and HIPAA laws in line with in home blood drawing and, COVID swabbing.
- Collaborated on writing peer-reviewed Standard Work Practices for Scarlet Health Professional's publication.
- Utilized Microsoft Excel to effectively address and organize specimen supply chain issues.
- Delivered point of care testing services swabbing up to 200 people per day during COVID pandemic.
- Facilitated 3-5 weekly team meetings using Zoom to ensure effective communication.
- Managed remote medical office, transcribed physician orders and, kept accurate records of patients and tests.
Phlebotomist
University of North Carolina Health
Chapel Hill, NC
12.2019 - 07.2021
- Performed venipuncture on infants, adults, and, patients with
specialized needs including burn victims in, a hospital setting. - Optimized use of Epic, Rover, to streamline patient verification with 100% accuracy.
- Trained new hires and oriented them to hospital policy and regulations such as sanitation.
- Trained in PPE equipment and devices during Covid pandemic.
Draw Station Manger / Phlebotomist
Yale New Haven Health System
New Haven, CT
04.2011 - 10.2019
- Performed venipuncture and processing procedures with 100%
accuracy. - Led initiatives to reduce errors such as peer reviewed samples.
- Managed daily operations of phlebotomy draw station, including administrative filing, supply ordering and, patient flow.
- Transcribed provider orders, liaised with providers and other medical staff to facilitate the well being of mutual patients.
- Created solutions to common issues in the clinic and office setting.
- Ensured patient confidentiality by following HIPAA policies.
- Planned and implemented tube tracking system to eliminate lost specimens at Yale New Haven Health outpatient draw stations.
Education
Bachelor of Science - Business Administration And Management
Albertus Magnus College
New Haven, CT05-2018
Skills
- Office Management and Account
- Management Strategic Planning & Implementation
- Problem-Solving and Critical Thinking Leadership
- Customer Service
- EPIC/EMR
- AI/Guru
- Microsoft Proficiency
- Self Motivated/Autonomous
- Conflict Resolution
- Insurance Verification
- Caremetx/Develop Health Systems
Certification
AHA CPR and AED certified
Timeline
Care Coordinator
Cecelia Health
03.2026 - Current
Virtual Medical Assistant/Patient Care Advocate
Roman Health
07.2025 - 01.2026
Patient Relations
University of North Carolina (Adams School of Dentistry)
11.2022 - 05.2025
Health Professional (Scarlet Health)
BioReference Laboratories
07.2021 - 07.2022
Phlebotomist
University of North Carolina Health
12.2019 - 07.2021
Draw Station Manger / Phlebotomist
Yale New Haven Health System
04.2011 - 10.2019
Bachelor of Science - Business Administration And Management
Albertus Magnus College