Carmecia Walters
Tamarac
Summary
Dedicated customer service professional with 6+ years of experience in remote and in-person roles, including healthcare scheduling, chat support, and front desk operations. Skilled in managing high volumes of healthcare-related calls, navigating multiple CRM/EMR systems, and providing empathetic, solution-focused assistance. Proven ability to maintain HIPAA compliance, meet performance goals, and deliver exceptional service in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Member Engagement Coordinator
CVS
09.2025 - Current
- Conduct high-volume outbound calls to health plan members to schedule in-home nurse visits and preventative health assessments
- Educate members on available insurance benefits, emphasizing the value of in-home healthcare services
- Verify member eligibility, update demographic information, and document interactions accurately in internal systems
- Coordinate appointments based on member availability while ensuring efficient scheduling and coverage optimization
- Address member questions and concerns with professionalism, empathy, and clear communication
- Maintain compliance with HIPAA and company policies regarding patient privacy and data security
- Achieve and exceed performance metrics including call volume, scheduling rates, and member satisfaction
- Collaborate with care teams to ensure seamless service delivery and positive member experiences
Chat Support Specialist
Foundever
06.2024 - Current
- Delivered real-time support via chat for customers, resolving inquiries related to healthcare benefits, service issues, and account updates.
- Initiated outbound follow-up communications to ensure issue resolution and customer satisfaction.
- Navigated multiple systems simultaneously (CRM, EMR, and ticketing tools) to research, document, and resolve cases efficiently.
- Maintained accurate records in CRM while managing concurrent chats across multiple service lines.
- Achieved consistently high quality assurance scores through adherence to scripts, empathy in communication, and thorough follow-up.
Virtual Receptionist
The Doctors Answer
12.2021 - 05.2024
- Managed high-volume inbound and outbound calls (100+ per day) for medical practices, including scheduling, rescheduling, and confirming patient appointments.
- Verified patient demographics, updated EMR records, and ensured HIPAA compliance in all communications.
- Provided clear explanations of appointment instructions, office policies, and follow-up procedures to patients.
- Assisted multiple providers’ offices by routing urgent calls and coordinating appointment availability.
- Recognized by management for exceeding appointment conversion targets and maintaining top schedule adherence
Front Desk Receptionist
G4S Secure Solutions
09.2019 - 12.2021
- Served as first point of contact for patients, visitors, and employees, ensuring a professional and welcoming environment.
- Scheduled appointments, processed check-ins, and updated records in scheduling and security systems.
- Managed inbound calls, responded to inquiries, and coordinated with internal departments to meet visitor and employee needs.
- Monitored and operated multiple systems for access control, visitor tracking, and emergency notifications.
Data Entry Specialist
TEKsystems
05.2016 - 07.2019
- Entered, verified, and updated high volumes of healthcare and CRM data with accuracy and attention to detail.
- Reviewed patient records for completeness and corrected discrepancies across multiple platforms.
- Collaborated with remote call center teams to provide them with error-free, up-to-date information for patient outreach.
- Maintained strict adherence to HIPAA guidelines while handling sensitive member and patient information.
Customer Service
Pete's
10.2014 - 04.2016
- Handled both inbound and outbound customer calls to resolve billing, service, and scheduling issues.
- Maintained follow-up logs to track open cases and ensure timely resolution.
- Built rapport with customers through active listening, clear communication, and solution-oriented service.
Education
High School Diploma -
Boyd H. Anderson High School
Lauderdale Lakes, FL06.2013
Skills
- Patience and tolerance
- Complaint handling
- Language fluency
- Typing speed
Timeline
Member Engagement Coordinator
CVS
09.2025 - Current
Chat Support Specialist
Foundever
06.2024 - Current
Virtual Receptionist
The Doctors Answer
12.2021 - 05.2024
Front Desk Receptionist
G4S Secure Solutions
09.2019 - 12.2021
Data Entry Specialist
TEKsystems
05.2016 - 07.2019
Customer Service
Pete's
10.2014 - 04.2016
High School Diploma -
Boyd H. Anderson High School