Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brooke Pukas

Groveland

Summary

Strategic, self-aware operations leader with 20+ years of experience driving results in healthcare and federal collections. Naturally proactive and solutions-focused, with a reputation for seeing the big picture, managing the details, and keeping things moving. Known for building high-performing teams, creating structure where none exists, and bringing clarity to chaos — all while fostering trust and accountability. I take ownership, learn quickly, and care deeply about doing things right and efficiently. If something isn’t working, I don’t wait — I step in and make it better.

I’m not just looking for another job — I’m looking for the right fit. I care about the work I do and always show up to give my best, no matter the role. I lead with kindness, work hard, think fast, and strive to make things better — for the people, the process, and the outcome.

Overview

22
22
years of professional experience

Work History

Record Operations Manager

Citizen Health
09.2020 - Current
  • Manage records operations and ensure successful collection of medical records in accordance with HIPAA standards
  • Collaborate cross-functionally with clinical operations, triage, partitioning, deal management, and engineering teams to build scalable systems and support patient data readiness
  • Partner with IT and product to design and improve internal tools, workflows, and infrastructure in a constantly evolving environment
  • Lead hiring, onboarding and training for new operations staff; provide ongoing support in a high-growth, fast-paced setting
  • Handle escalations with HIM departments and privacy officers; support patient communication as needed
  • Contribute to operational planning and execution during department-wide rebuilds and scaling initiatives


Collections Account Representative

Pioneer Credit Recovery
09.2003 - 03.2020
  • Collected federally defaulted student loan debt on behalf of the U.S. Department of Education, adhering to strict federal compliance and communication guidelines
  • Consistently ranked in the top 10 collectors company-wide throughout tenure; recognized for exceptional persuasion, empathy, and results-driven negotiation
  • Successfully recovered millions in delinquent funds over 17 years by building rapport with high-resistance borrowers and navigating sensitive financial conversations
  • Maintained meticulous records and call documentation in accordance with regulatory requirements and internal audit standards
  • Known for balancing high call volume with strong recovery outcomes, while maintaining professionalism and compliance under pressure

Education

GED -

Geneseo Central High School
Geneseo, NY

Skills

  • Operational Efficiency & Systems Thinking
  • Escalation Management & Resolution
  • High-Volume Workflow Execution
  • Data Integrity & Documentation Accuracy
  • Team Building & Leadership Development
  • Cross-Functional Collaboration
  • Strategic Problem Solving
  • First-Class Verbal & Written Communication
  • Training & Onboarding
  • Adaptability in Fast-Paced Environments
  • Attention to Detail Under Pressure
  • Self-Starter with Autonomous Execution

Timeline

Record Operations Manager

Citizen Health
09.2020 - Current

Collections Account Representative

Pioneer Credit Recovery
09.2003 - 03.2020

GED -

Geneseo Central High School

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