Brenda Villarreal
Eagle Pass,TX
Summary
Healthcare outreach professional with 10+ years of experience in patient engagement, outbound outreach, motivational interviewing, care coordination, and healthcare operations. Experienced managing 80+ outbound calls daily, building patient trust, overcoming barriers, and driving healthcare enrollment. Contributing to organizational goals through strategic outreach and effective communication.
Overview
1
1
Language
1
1
Certification
10
10
years of professional experience
Work History
Outreach & Engagement Team Lead
Pomelo Care
Remote, TX
10.2023 - Current
- Managed KPIs including 10+ enrollments/day and 100% Activation on Call.
- Conducted and coached high-volume outbound outreach, achieving individual expectations of 80+ calls/day.
- Supported initiatives that increased patient engagement by 38%.
- Coached team members on patient-centered communication, active listening, and objection handling.
- Partnered with multidisciplinary teams to coordinate patient handoffs, resolve patient access issues, and escalate complex cases.
- Contributed to remote-first culture through daily huddles, coaching sessions, and team engagement activities, fostering collaboration across functions.
Outreach and Engagement Specialist
Eleanor Health
Remote, TX
10.2021 - 10.2023
- Executed high-volume outbound calls and multichannel outreach (phone, SMS, email) to engage eligible patients and increase service utilization.
- Educated patients on available healthcare services, facilitating enrollment and guiding next steps to improve access to care.
- Used motivational interviewing techniques including open-ended questions, reflective listening, affirmations, and summarization to identify patient goals and barriers.
- Coordinated with care teams to streamline patient handoffs, referrals, and follow-up, enhancing continuity of care.
- Documented 100% of patient interactions and outcomes accurately in CRM and healthcare systems.
Utilization Review Coordinator
Optum
Remote, TX
05.2020 - 10.2021
- Managed 80–90 inbound calls daily from rehabilitation facilities, providers, and healthcare partners to address utilization management and patient care inquiries.
- Coordinated healthcare-related inquiries, gathering clinical information to facilitate timely authorization processes.
- Gathered and verified ICD-10 codes, clinical information, treatment details, and documentation for authorization processes.
- Developed strong knowledge of medical terminology, insurance processes, utilization management, and healthcare documentation.
Substance Abuse Case Manager
SCAN, Inc.
Eagle Pass, TX
08.2016 - 08.2020
- Managed a caseload of 100+ clients per month, providing substance use support, education, resources, and care coordination.
- Used motivational interviewing, active listening, open-ended questions, reflective listening, and affirmations to build trust and motivate clients toward appropriate care.
- Coordinated referrals and handoffs with healthcare providers, treatment facilities, community organizations, and internal care teams to ensure seamless client access to necessary services.
- Conducted community-based substance abuse prevention and education programs, engaging 200+ students monthly across local schools to promote awareness and prevention strategies.
Education
MBA - Healthcare Management
Hallmark University
San Antonio, TX11-2025
Bachelor of Arts - Education
Sul Ross State University
Eagle Pass, TX08-2017
Skills
- Patient engagement
- Motivational interviewing
- KPI management
- CRM data accuracy
- HIPAA compliance
- Quality assurance
- Team collaboration
- Active listening
Languages
Spanish
Native/ Bilingual
Certification
- Motivational Interviewing
HIPAA / Patient Privacy
Behavioral Health
Trauma Informed Care
Mental Health First Aid
Timeline
Outreach & Engagement Team Lead
Pomelo Care
10.2023 - Current
Outreach and Engagement Specialist
Eleanor Health
10.2021 - 10.2023
Utilization Review Coordinator
Optum
05.2020 - 10.2021
Substance Abuse Case Manager
SCAN, Inc.
08.2016 - 08.2020
MBA - Healthcare Management
Hallmark University
Bachelor of Arts - Education
Sul Ross State University