Kimberly Hendricks
Wilmington
Summary
Community Outreach and Healthcare Engagement professional with 10+ years of experience supporting patients, providers, and community partners. Proven ability to coordinate services, educate members on healthcare resources, and build strong relationships with providers and community organizations. Skilled in addressing social determinants of health, managing member outreach initiatives, and improving healthcare access through collaboration and engagement.
Compassionate Patient Care Specialist known for high productivity and efficient task completion. Possess specialized skills in patient assessment, care plan development, and health education. Excel in communication, empathy, and problem-solving to enhance patient care and support team objectives.
Overview
20
20
years of professional experience
Work History
Patient Engagement Specialist
CVS
Chicago
08.2024 - 02.2026
- Coordinate member outreach and scheduling for wellness visits and home appointments.
- Collaborate with providers to close HEDIS care gaps and improve quality outcomes.
- Identify barriers to care and connect members with community resources.
- Maintain accurate documentation within healthcare systems to support quality reporting.
Care Coordinator
AmeriHealth Caritas
Philadelphia
03.2021 - 08.2024
- Manage high-volume inbound and outbound calls to assist members and providers with healthcare-related inquiries, benefits, and services
- Coordinate care by helping members schedule appointments, access providers, and navigate healthcare services
- Identify and address barriers to care, including transportation, housing, and other social determinants of health (SDOH)
- Conduct member outreach and screenings to identify care gaps, chronic conditions, and preventive care needs
- Provide education on health plan benefits, treatment adherence, and preventive health measures
- Collaborate with care managers, nurses, and interdisciplinary teams to support member care plans
- Escalate complex or high-risk cases to licensed clinical staff when appropriate
- Accurately document all member interactions, assessments, and outcomes in electronic health systems
- Support quality initiatives, including HEDIS measures and population health programs
Special Handling Representative I
TransUnion
Crum Lynne
10.2017 - 02.2021
- Resolved escalated consumer inquiries related to credit reporting discrepancies.
- Ensured compliance with FCRA guidelines while providing professional support to consumers.
- Collaborated with internal teams to resolve complex account issues efficiently.
Fraud Detection Analyst
Barclaycard Bank
Newark
05.2015 - 09.2017
- Analyzed account activity to identify fraudulent transactions and mitigate risk.
- Partnered with internal teams to ensure timely investigation and resolution of fraud cases.
Patient Account Representative III
University of Maryland Faculty Physicians
Baltimore
04.2014 - 05.2015
- Worked with providers and insurance companies to resolve outstanding medical claims.
- Submitted corrected claims and processed appeals to ensure accurate reimbursement.
Patient Account Representative II
Concentra
Baltimore
04.2012 - 04.2014
- Verified insurance coverage and supported workers’ compensation billing processes.
- Maintained accurate documentation for provider and payer records.
Accelerated Employee Line Representative
Wells Fargo Auto Finance
Chester
03.2006 - 04.2012
- Provided escalated customer service support and resolved complex account issues.
- Maintained compliance with company policies while delivering high-quality service.
Education
High School Diploma -
Skills
- Community Outreach
- Provider Relations
- Patient Engagement
- Care Coordination
- Community Resource Navigation
- Social Determinants of Health (SDOH) Support
- Member Education & Advocacy
- Referral Coordination
- EHR Documentation
- HEDIS Care Gap Outreach
- Healthcare Navigation
- Conflict Resolution
- Care coordination
Timeline
Patient Engagement Specialist
CVS
08.2024 - 02.2026
Care Coordinator
AmeriHealth Caritas
03.2021 - 08.2024
Special Handling Representative I
TransUnion
10.2017 - 02.2021
Fraud Detection Analyst
Barclaycard Bank
05.2015 - 09.2017
Patient Account Representative III
University of Maryland Faculty Physicians
04.2014 - 05.2015
Patient Account Representative II
Concentra
04.2012 - 04.2014
Accelerated Employee Line Representative
Wells Fargo Auto Finance
03.2006 - 04.2012