CHAMEKA BROOKS
Hyattsville
Summary
Empathetic and highly organized Patient Engagement Specialist with over 10 years of experience in patient-facing healthcare roles. Proven success managing high-volume outbound and inbound member communications, routinely exceeding targets by resolving 75+ patient inquiries daily. Expert in utilizing CRM platforms, EHR systems, and active listening to build rapport, explain complex healthcare benefits, and triage clinical needs to dedicated care teams. Highly adaptable and fully equipped fast-paced, remote startup environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Remote Patient Accounts Lead
Global Reimbursement Consultants LLC
Gaithersburg, MD
08.2021 - Current
- Serve as the frontline advocate for patients navigating complex hospital and physician billing, managing high-volume inbound and outbound calls to address questions, alleviate concerns, and explain healthcare benefits.
- Empathetically assist members facing financial barriers by guiding them through Financial Assistance applications and structuring manageable payment plans, reducing stress during challenging seasons.
- Proactively identify account discrepancies and take immediate action to request, process, and apply patient refunds, ensuring an exceptional and transparent customer experience.
- Manage client success and patient engagement for major external healthcare networks, successfully serving as the dedicated lead for the Hartford Healthcare contract.
- Consistently exceed engagement metrics, resolving inquiries for 75+ patients daily with a high resolution rate.
- Collaborate with internal operations teams to improve workflow efficiency by 80% through continuous process updates and accurate system troubleshooting.
Accounts & Patient Inquiries Manager
Delta Omicron Caduceus
Gaithersburg, MD
01.2017 - 02.2021
- Conducted consultative phone conversations to investigate and resolve escalated patient concerns.
- Processed 800 complex medical claims per month with a 75% accuracy rate, ensuring strict compliance and documentation standards.
- Maintained secure and organized patient files while navigating healthcare software systems and Microsoft Office suite.
Pharmacy Technician (Patient Care)
CVS Pharmacy
Beltsville, MD
03.2012 - 11.2016
- Built strong, trusting relationships with patients as the front-line point of contact, taking a member-first approach to explain medication regimens and ensure adherence.
- Successfully triaged urgent clinical questions, identifying patient needs and escalating them to the pharmacist for immediate care coordination.
- Assisted elderly and medically complex patients with empathy, guiding them through insurance co-pays and scheduling needs during challenging seasons of their lives.
- Delivered exceptional in-person and telephonic support in a fast-paced retail healthcare setting.
Education
Associate’s degree - Healthcare Administration
Ultimate Medical Academy
Clearwater, FL05-2017
Bachelor's Degree - Cyber Security
South New Hampshire University
Manchester, NH03-2027
Vocational Certificate - Medical Assistant Program
Sanford Brown Institute
Landover, MD04-2015
Skills
- Patient Engagement: Inbound / Outbound Calls, Patient Enrollment, Benefit Education, Empathetic Relationship Building, Clinical Triage
- Technology & Software: Customer Relationship Management (CRM) Software, Electronic Medical Records (EMR/EHR), Google Workspace (Docs/Drive), Microsoft Office (Word, Excel), Telephony Systems
- Operations: Cross-functional Collaboration, High-Volume Workflow Management, HIPAA Compliance, Remote Time Management
- Customer service
- Problem-solving
- Friendly, positive attitude
Certification
HIPAA Certification (2025-01)
Timeline
Remote Patient Accounts Lead
Global Reimbursement Consultants LLC
08.2021 - Current
Accounts & Patient Inquiries Manager
Delta Omicron Caduceus
01.2017 - 02.2021
Pharmacy Technician (Patient Care)
CVS Pharmacy
03.2012 - 11.2016
Associate’s degree - Healthcare Administration
Ultimate Medical Academy
Bachelor's Degree - Cyber Security
South New Hampshire University
Vocational Certificate - Medical Assistant Program
Sanford Brown Institute