Shayla Morton
Bowie
Summary
Customer support professional with extensive experience in healthcare and high-volume contact centers. Recognized for bridging communication between patients and clinical teams, resolving complex issues efficiently, and maintaining high documentation accuracy to enhance patient satisfaction.
Overview
8
8
years of professional experience
Work History
Patient care Liasion
Doctors Community Hospital
Lanham
03.2026 - Current
- Facilitated effective communication between patients and healthcare providers.
- Assisted patients in understanding treatment plans and procedures.
- Managed patient inquiries and resolved concerns promptly.
- Collaborated with clinical teams to enhance patient experience initiatives.
- Utilized problem-solving skills to resolve complex issues related to patient's health concerns.
Transfer Coordinator
MedStar Washington Hospital Center
Lanham
03.2025 - 03.2026
- Orchestrate 50+ patient transfers daily across MedStar Health network, serving as primary liaison between clinical teams, family members, and receiving facilities
- Collaborate cross-functionally with case managers, medical directors, and transport teams to ensure seamless care transitions and patient satisfaction
- Maintain 100% documentation accuracy in high-pressure situations, demonstrating attention to detail and commitment to compliance standards
- Resolve complex escalations by coordinating with multiple stakeholders, consistently praised by leadership for problem-solving approach and team-first attitude
- Champion process improvements by identifying workflow inefficiencies and partnering with operations team to implement solutions
Emergency Room Technician
Doctors Community Hospital
Lanham
05.2021 - 05.2025
- Supported emergency care for 40+ patients per shift in fast-paced, high-stakes environment requiring rapid decision-making and clear communication
- Partnered with physicians, nurses, and administrative staff to streamline patient intake, triage, and documentation processes
- Mastered EHR systems to maintain real-time patient records, contributing to 98%+ documentation accuracy across department
- Recognized as "go-to team member" for training new hires and de-escalating challenging patient interactions with empathy and professionalism
- Adapted quickly to new protocols and technologies, demonstrating strong technical aptitude and continuous learning mindset
Dental Assistant
MD
01.2018 - 01.2021
- Managed front office operations including appointment scheduling, patient communications, billing, and insurance verification
- Provided chairside clinical support while maintaining warm, reassuring patient experience—often cited in positive reviews
- Coordinated with dental providers to ensure efficient patient flow and minimize wait times
Pharmacy Technician
Wegmans Pharmacy
01.2019 - 08.2019
- Processed 100+ prescription orders daily while maintaining compliance with strict pharmaceutical regulations and quality standards
- Navigated insurance verification, prior authorization workflows, and claim resolution—translating complex information for patients
- Collaborated with pharmacists and customer service team to resolve medication discrepancies and improve customer satisfaction scores
- Built reputation for accuracy and efficiency in detail-intensive, regulated environment with zero margin for error
Education
High School Diploma -
It Works Learning
8118 Good Luck Road Lanham MD12-2022
Emergency Medical Technician (EMT) Certification -
Prince George's Community College
09-2019
Undergraduate Coursework
Coppin State University
Baltimore, MD01-2018
Skills
- Customer Support & Technical Success
- Technical Troubleshooting & Issue Resolution
- Cross-Functional Team Collaboration
- Customer Escalation Management
- SaaS & Cloud-Based Product Support
- CRM & Ticketing Systems (HubSpot, Zendesk)
- Healthcare & HIPAA Compliance
- Process Documentation & Knowledge Base Creation
- Multi-Channel Support (Chat, Email, Phone)
- Data Privacy & Security Best Practices
- HubSpot CRM
- Zendesk
- Slack
- EHR/EMR Systems
- Microsoft Office Suite
- Google Workspace
- Multi-channel support platforms (chat, email, phone, SMS)
- Knowledge base management
- Telehealth platforms
- HIPAA-compliant systems
Websites
Timeline
Patient care Liasion
Doctors Community Hospital
03.2026 - Current
Transfer Coordinator
MedStar Washington Hospital Center
03.2025 - 03.2026
Emergency Room Technician
Doctors Community Hospital
05.2021 - 05.2025
Pharmacy Technician
Wegmans Pharmacy
01.2019 - 08.2019
Dental Assistant
01.2018 - 01.2021
High School Diploma -
It Works Learning
Emergency Medical Technician (EMT) Certification -
Prince George's Community College
Undergraduate Coursework
Coppin State University