San'Bria King-Martin
Arlington,TX
Summary
Customer service-oriented professional who offers experience in administrative and leadership roles. Pays close attention to detail for accurate and compliant documentation Follows policies, procedures, and guidelines to assure consistent quality Manages time and prioritizes duties in fast-paced, multi-task environments Coordinates and maintains efficient office procedures and workflows. Actively participates as a member of a team to move toward the completion of goals.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
AdaptHealth
05.2025 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed high-volume calls up to 500 calls, ensuring prompt responses to client needs.
- Trained new representatives on company policies and customer service protocols.
- Implemented process improvements to streamline issue resolution workflows.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Performing Loan Consultant I
NewRez
10.2024 - 04.2025
- Evaluated client financial profiles to recommend optimal loan products. Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
- Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.
- Develop workable payment solutions that satisfy both our clients/investors and our company.
- Handling 100 inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs.
- Process homeowners’ mortgage payments.
- Offer and refer eligible homeowners for refinancing opportunities to the Originations department
- Analyzed credit reports to determine eligibility and risk factors for loan approval.
- Guided clients through loan application processes, ensuring compliance with regulations.
- Collaborated with underwriting teams to expedite loan processing timelines.
- Led strategic initiatives to improve customer satisfaction and retention rates.
- Increased client retention rates by offering exceptional service and fostering strong relationships.
Medical Receptionist
Eminent Medical Center (Orthopedics/Pain Management)
05.2024 - 09.2024
- Scheduling
- Communicates effectively and professionally to physician offices.
- Logs all scheduling requests in the Scheduling Log Binder.
- Adds approved scheduling requests to the Electronic Health Record.
- Notifies physician offices of approved and denied requests.
- Manages chart preparation for upcoming cases to ensure that Pre-Op is given adequate time to review documents prior to the procedure date.
- Responsible for distributing the upcoming schedule to the Daily Surgery Schedule e-mail group.
- Ensures any required Pre-Admission Testing is added to the Electronic Health Record schedule.
- Updates the schedule daily in the event of cancellations and missed appointments.
- Works directly with clinical staff to ensure effective OR time utilization.
- Insurance / Payments
- Maintain petty cash log daily.
- Post patient payments to corresponding account in Electronic Health Record.
- Collect payment for Bistro transactions.
- Close Chase terminal at front desk and submit End of Day Balancing Report to finance.
Patient Access Representative
TotalMed Staffing (Contract)
11.2023 - 04.2024
- Conducted daily verification of benefits for each provider on resource schedule.
- Monitored delivery of care by completing patient rounds, documenting care, and maintaining communication for transfer/discharge plan.
- Motivated staff to maintain a high level of patient care.
- Educated patients and their families on the care plan; provided details related to treatments, procedures, medications, and continuing care requirements.
- Created and maintained staff work schedules.
- Developed interdisciplinary management tools by participating in meetings, coordinating information, and care requirements.
- Complied with hospital and legal requirements by fostering nursing practices that adhere to the hospital’s rules and regulations
- Protected self, co-workers, and patients by following policies and procedures to prevent bloodborne and airborne diseases.
- Respected patient’s rights by maintaining their confidentiality.
Lead Dispatcher
Maverick Medical Transportation
05.2023 - 09.2023
- Investigates and reports all time exceptions.
- Updates system as the trip progresses, adding mileage, diversions, problems encountered, etc.
- Assists with the training of new Dispatchers and Call Takers as directed by the Lead Dispatcher and/or Communications Center Supervisor.
- Completes and submits daily status reports, including response time exceptions, response compliance, and unusual incidents, i.e. complaints, accidents, injuries, call-offs, etc.
- Controls radio traffic, dispatches waiting calls within 30 seconds.
- Interact with field units professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills.
- Receives incoming calls, promptly ascertains proper levels of response, and allocates resources to match dynamic system demands.
Patient Service Representative
WellMed (Contract)
07.2022 - 05.2023
- Conducted daily verification of benefits for each provider on resource schedule.
- Monitored delivery of care by completing patient rounds, documenting care, and maintaining communication for transfer/discharge plan.
- Motivated staff to maintain a high level of patient care.
- Educated patients and their families on the care plan; provided details related to treatments, procedures, medications, and continuing care requirements.
- Created and maintained staff work schedules.
- Developed interdisciplinary management tools by participating in meetings, coordinating information, and care requirements.
- Complied with hospital and legal requirements by fostering nursing practices that adhere to the hospital’s rules and regulations
- Protected self, co-workers, and patients by following policies and procedures to prevent bloodborne and airborne diseases.
- Respected patient’s rights by maintaining their confidentiality.
Patient Service Representative
Healthcare Associates LLC
01.2022 - 06.2022
- Conducted daily verification of benefits for each provider on resource schedule.
- Monitored delivery of care by completing patient rounds, documenting care, and maintaining communication for transfer/discharge plan.
- Motivated staff to maintain a high level of patient care.
- Educated patients and their families on the care plan; provided details related to treatments, procedures, medications, and continuing care requirements.
- Created and maintained staff work schedules.
- Developed interdisciplinary management tools by participating in meetings, coordinating information, and care requirements.
- Complied with hospital and legal requirements by fostering nursing practices that adhere to the hospital’s rules and regulations
- Protected self, co-workers, and patients by following policies and procedures to prevent bloodborne and airborne diseases.
- Keeping records of patient record status and health.
- Maintained quality service by establishing and enforcing organizational standards.
- Maintained patient care database by entering new information as it becomes available.
- Contributed to team effort by accomplishing related results as needed.
Pharmacy Care Coordinator I
TheraCom Specialty Pharmacy (Contract)
10.2021 - 01.2022
- Acted as the patients advocate to ensure that the prescribed drug therapy and pharmacy care plan are followed as prescribed and meet the medical, social and personal needs of the patient.
- Assisted the patient by coordinating their prescribed pharmacy care with the patients' health care providers, payers, and other health related resources to ensure successful drug therapy outcomes and demonstrate value to patients, healthcare providers and payers.
- Answered and resolved patient inquiries within committed time frames.
- Understands the physical, psychological and social challenges of specific disease states and assists the patient with drug therapy and pharmacy care issues.
- Promoted drug compliance.
- Reported all adverse events related to drug therapy and pharmacy care.
- Established and maintained strong customer relationships with physician practices to streamline communication to the patient, payers, pharmacist, nurse, lab and other healthcare related parties.
- Participated in Administration of patient's pharmacy care plan. Troubleshoots and resolves patient and payer issues in a timely fashion.
Remote Clinical Admin Coordinator
Optum RX
05.2014 - 12.2018
- Responded to and resolved on the first call, patient service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, and correspondence.
- Intervene with care providers (doctor’s offices) on behalf of the patients to assist with infusion scheduling or connections with internal specialists for assistance when needed.
- Own problem through to resolution on behalf of the patient in real time or through comprehensive and timely follow- up with the patient
- Researched complex issues across multiple databases and worked with support resources to resolve patient issues and or partner with others to resolve escalated issues.
- Completed Medicare forms for patients when required to get the necessary supplies needed to complete their infusions.
- Provided education and status on previously submitted pre-authorizations or pre-determination requests.
- Carried out procedures independently and responded to routine requests.
- Met the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution, and attendance.
Optometrist Assistant/Technician
Dr Eugene Chen and Associates
08.2014 - 01.2017
- Managed records, scheduled appointments, assisted in bookkeeping correspondence and filing.
- Assisted customers with any concerns or complaints.
- Prepared patient for vision examination
- Assisted in testing for near and far acuity, depth perception, macula integrity, and visual field.
- Made certain operations remained organized and running smoothly.
- Carried out procedures independently and responded to routine requests.
- Maintained office files, coordinated mail, and ordered office supplies.
Education
Medical Administrative Assistant - undefined
Ultimate Medical Academy
01.2015
High School Diploma -
DeSoto High School
01.2012
Skills
- Healthcare administrative support
- Healthcare vocabulary expertise
- Patient record analysis
- Medical Law & Ethics
- HIPAA Compliance
- Pharmacology
- Anatomy & Physiology
- Pathophysiology for Medical Office
- Medical Transcription
- Office Accounting
- MS Office/Word
- Principals of Management
- Customer Service
- Practice Management Software
- Greenway Prime Suite
- Computer Information Systems
- Medical Billing & Coding
- Medical Records
- Management
- Insurance Verification
- EClinical Works
- Epic
- EOB / Insurance Verification
- EHR/EMR
- Customer service
- Active listening
- Data entry
- Call center experience
- Payment processing
- Scheduling
- Critical thinking
Certification
- CMAA - Certified Medical Administrative Assistant
Timeline
Customer Service Representative
AdaptHealth
05.2025 - Current
Performing Loan Consultant I
NewRez
10.2024 - 04.2025
Medical Receptionist
Eminent Medical Center (Orthopedics/Pain Management)
05.2024 - 09.2024
Patient Access Representative
TotalMed Staffing (Contract)
11.2023 - 04.2024
Lead Dispatcher
Maverick Medical Transportation
05.2023 - 09.2023
Patient Service Representative
WellMed (Contract)
07.2022 - 05.2023
Patient Service Representative
Healthcare Associates LLC
01.2022 - 06.2022
Pharmacy Care Coordinator I
TheraCom Specialty Pharmacy (Contract)
10.2021 - 01.2022
Optometrist Assistant/Technician
Dr Eugene Chen and Associates
08.2014 - 01.2017
Remote Clinical Admin Coordinator
Optum RX
05.2014 - 12.2018
Medical Administrative Assistant - undefined
Ultimate Medical Academy
High School Diploma -
DeSoto High School
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