Community Outreach and Behavioral Mental Health

Chezel Rogers

Healthcare Professional and Contractual Consultant

Parkville, Maryland 21234

Professional Summary:

Certified Multi-Talented Healthcare Clinical and Administrative Professional. Highly organized resourceful

with over 30 years of extensive experience in Healthcare Systems. Demonstrated effective

communication and interpersonal skills to engage, learn, and collaborate with healthcare staff including.

case managers, social workers, behavioral health specialist, patients, caregivers, and care coordination

teams.

Strong knowledge of public health concepts and health literacy. Familiar with Epic, IDX, MSR,

MC400, Salesforce, Veracity, Outlook, Word, Excel, Publisher, Cerner, and PowerPoint. Experience

collaborating with social services, government agencies, nonprofits, hospice care, behavioral health,

substance abuse, treatment facilities, pharmacies, and Medicare/Medicaid services to improve patient

care and manage barriers to healthcare. Chronic disease a diabetes self-management facilitation.

Work Experience:

Community Outreach Coordinator- Contractual

Grace Medical Center at Life Bridge Health-Baltimore, MD - June 2023 to Present

• Target outreach to community members, build sustainable relationships that result in increased access

to health care and community-based health education and support the primary care team.

• Ability to work with outreach team to perform screenings, education, and navigation to connect

community members with resources and access to care.

• Complete home visits and nurse clinics collaborating with the chronic disease nurse, and the community

health and wellness team.

• Facilitate community-based education including chronic disease management, health screenings, and

identify persons at high-risk.

• Perform routine, non-invasive health assessments including ambulatory and home settings. This also

includes emergency departments, in response to screening referred by doctors and nurses.

• Maintain competencies related to outreach activities.

• Support the Congregational Health Network and Wellness programs. Implementing outreach activities

including navigation and communication with church liaisons, hospital liaisons, congregation members,

and community resources.

• Support primary care team and share information based on community contact.

• Staff community events and activities.

• Communication with partners and collaborative members.

• Represent the project on relevant committees, task forces, and workgroups.

• Assist with data reporting and metric needs of the project.

• Assist with supporting the overall needs of community health and wellness team.

• Ability to build sustainable relationships with community members, perform home visits, perform

screenings, and assist in coordinating their health care as part of a team.

• Experience working with diverse populations and knowledge of neighborhoods served by Grace Medical.

Center.

• Familiarity with the local challenges and barriers to health care access for populations at high-risk for

chronic diseases and diabetes self-management, resourceful and able to problem-solve barriers to care.

• Basic knowledge of health care access, including referral systems and processes for making

appointments at major medical institutions and FQHCs, especially for Medicare and Medicaid patients.

• Flexible availability, adaptability to changing schedules and roles, ability to work independently and

as part of a team.

• Excellent interpersonal and communications skills.

Support Planner II

The Coordinating Center-Millersville, MD- June 2022 to June 2023

• Created assessments and information from various sources regarding medical, psychological, and social

factors to evaluate client needs and assist in the development of plans of service.

• Utilize critical thinking skills to troubleshoot any conflicts or barriers within the support team including

service issues and client crises.

• Facilitate client transitions from medical facilities to a community setting.

• Locate appropriate internal and external resources for clients and work collaboratively with community

agencies and providers to achieve desired client outcomes.

• Work collaboratively with our Nurse and Social Work consultants to resolve issues for those with

complex medical and/or psychosocial needs.

• Adhere to contractual billing guidelines when documenting activities, including entering case notes

and other documentation in multiple databases.

• Prioritize, develop, and manage your own schedule to ensure timely completion of work.

Member Outreach Coordinator- Contractual

SKYGEN USA-Baltimore, MD - March 2022 to September 2022

• Assess client contracts and determine organization’s requirements in relation to access and outreach

efforts.

• Develop and customize member outreach programs and activities designed to meet client

requirements.

• Develop necessary education and outreach materials for the target market.

• Develop and implement outbound calling strategies in coordination with internal resources.

• Utilizing internal technological resources deploy automatic calls (i.e. Robocalls) to increase member

awareness of benefits in an efficient manner.

• Identify appropriate community relationships and develop partnerships designed at increasing visibility

of client programs.

• Develop appropriate presentations and trainings for use in the community to increase education and

use of member benefits and the ability to verbally deliver in public setting.

• Regularly report on all outreach efforts for client review and feedback.

• Regularly monitor access rates by client and provide regular reporting to demonstrate result of

Outreach and education efforts.

• Monitor and stay current with industry trends in dental Medicaid plans and member outreach.

ADDITIONAL RESPONSIBILITIES:

• Mentor other individuals within the department to ensure accuracy and efficiency.

• Assist with special projects.

Community Health Worker- Certified-Contractual

UnitedHealthcare/Optum Health-Baltimore, MD - October 2021 to March 2022

• Locate, outreach and engage members within the community that clinicians and care navigators have

not been able to reach; create a positive experience and relationship with the member via telephonic

and field-based interactions

• Assesses functional and social needs of members and collaborates to develop and implement solutions

with the frequency established in the model of care

• Establish goals and a plan of care to meet identified functional and social needs

• Begin implementation of care plan

• Work collaboratively the multidisciplinary team to engage resources and strategies to address medical,

functional, and social barriers to care

• Works closely with clinicians to help bridge the gap for these previously un-engaged members and

members with whom contact was lost

• Identify, refer, and coordinate available community resources to address non-medical needs and ensure

patient access to services

• Completely and accurately document in patient’s electronic (, UnitedHealth Care) medical record

• Provide patients and family members with education regarding the need for follow up as appropriate

during each patient visit

• Actively participate in organizational quality initiatives

• Participate in collaborative multidisciplinary team meetings to optimize clinical integration, efficiency,

and effectiveness of care delivery (e.g. Pod calls)

• Demonstrate a commitment to the mission, core values and goals of UnitedHealthcare and its

healthcare delivery including the ability to integrate values of compassion, integrity, and performance.

Community Health Advocate- Contractual

HealthCare Access Maryland-Baltimore, MD - October 2020 to October 2021

• Work collaboratively with Judy Center staff creating a referral system between the Judy Center and

HCAM to ensure that pregnant women are re-connected and referred to HCAM for prenatal services.

• Partner with Judy Center staff and host/cohost community events to gain higher visibility knowledge

regarding the work of HCAM and the Judy Centers

• Complete face-to-face outreach with clients in the community or client homes as needed to locate

pregnant and postpartum women and infants for connection to prenatal services.

• Provide linkage and coordination to OB, MCO, pediatric or primary care, postpartum care, dental care,

specialty care, as well as linkage to the Maryland Medical Care Programs as needed.

• Assessment, triage and referral of pregnant and postpartum women and infants to Baltimore City Home

Visiting Programs for long-term case management services.

• Aid with the removal of barriers to accessing healthcare including through referral to Medical Assistance

Transportation and other support services.

• Documentation of all outreach activities according to standard operating procedures in the electronic

medical record, eClinicalWorks database.

• Participation in local/state meetings, conferences, community meetings

• Participate in professional development opportunities that build effectiveness in areas of client

engagement and intervention, motivational interviewing, trauma-informed outreach strategies.

• Participate in city-wide initiatives/groups/committees as applicable

• Experience working with young children and their families in an early childhood setting preferred.

Intake Coordinator - Contractual

Intersect Healthcare-Towson, MD - January 2020 to July 2020

• Process medical Claims and Appeals cases, bookmarking, package and re-package appeals for clients

and facilities, prepare decision letters, complete follow up task and calls, sends, prepare medical

record, assist nurses and medical directors, research patient history, etc.

• Ensures all member grievance and grievance reconsideration requests are investigated and resolved

as specified in accordance with policy, as well as accreditation and regulatory standards (NCQA, COMAR,

ERISA, Medicare and Medicaid Managed Care.

Community Health Worker II (Certified)

Johns Hopkins Healthcare Systems-Glen Burnie, MD - July 2014 to December 2019

• Create a positive experience and relationship with members, clients, and staff to address care needs

and improve outcomes for members. Maintain an average monthly caseload of 100+ cases. Learn the

cultures and values of community populations.

• Proactively engage members to manage their healthcare barriers and maintain needs of care. Attend

monthly Patient Engagement Session visits with pharmacists, case managers, health coaches, behavioral

specialists, doctors, care providers, family members, home health aides, social workers, and hospice care.

• Reduced member's ED visits by 20% by helping to keep members actively engaged with their primary

physician and support members to ensure pick- up of their RX to assure members are compliant with

their care plans.

• Support transitions of care with care teams, medical directors, providers, and internal staff by attending.

weekly medical rounds to discuss plans of care and goals for patients and their healthcare needs.

• Assist communities and regional population with providing health education, complex case

management, and chronic disease management to address patient’s social determinants of health and

trained newly hired community health workers programs.

• Complete medical and home safety assessments to assist Case Managers with daily reports,

researching and documenting patient history with daily tasks in Salesforce, Epic, MC400, IDX and MSR

systems.

• Act as a Community Liaison finding and tracking members in the communities to provide available

programs for case management services.

• Provide outreach services and assist with engaging all members including homeless populations

throughout the city and county regions. Provide PRP for clients and caregivers. Coordinate residential

cleaning, medication preparation, and scheduling. Helping with resources and education

for Food Service Programs, Housing Programs, Department of Social Services, Medicaid and Medicare

Insurance, Mobility Transportation Services, and other government or statewide industries

• Attend monthly Patient Engagement Session visits with pharmacists, case managers, health coaches,

behavioral health specialist doctors, care providers, family members, home health aides, social workers,

and hospice care.

Appeals Intake Coordinator - Promoted Position

Johns Hopkins Intrastaff - Johns Hopkins Healthcare-Glen Burnie, MD - November 2006 to July 2014

• Facilitate conversations with both internal and external customers concerning Appeals and Claims

issues.

• Research incoming appeals and forward findings to Appeals Nurse, Health Benefit Analyst, and Medical

Directors.

• Use knowledge of claims, appeals, insurance regulations and managed care to explain procedures.

Process and assist in the triage of mail received in the Appeal/Pend Units from members, complaints,

and grievances.

• Organize and prioritize work to meet the daily challenges.

• Interact with Medical Directors in delivery of charts and clinical documentation.

• Acts as a liaison between the healthcare systems departments.

• Excellent knowledge of administrative procedures, understanding of medical terminology in addition

to CPT codes and ICD-9 codes.

• Research Patient history in IDX, MC 400, Manet and MSR systems. Enter appeals in healthcare systems.

Data Entry Claims Examiner / Customer Service Representative- Promoted

Johns Hopkins Healthcare-Glen Burnie, MD 2000 to 2006

• Maintained highest call volume of inbound calls daily.

• Track and report individual quality, productivity, and turnaround statistics.

• Interpret benefits, policy changes, and maintaining communication between internal/external

departments.

• Assist with MCO, HMO, PPO and DOD members in resolving complex issues.

Education:

Associate’s degree in human services (ADT)

The Community College of Baltimore County - Maryland

January 2024 to Present

Behavioral Mental Health Certification

Certified in Behavioral and Mental Health

The Community College of Baltimore County - Dundalk, MD

January 2024 to August 2026

Certified in Computer Office Specialist

PTC Learning Institute - Baltimore, MD

October 1988 to June 1989

High school diploma in Business Communications

Harbor City High School and Mergenthaler Vocational Technical High School - Baltimore, MD

August 1984 to June 1988

Skills/Qualifications:

• ICD-9

• CPT Coding

• ICD-10

• Social Work

• Managed Care

• Hospice Care

• EMR Systems

• Medical Records

• Epic

• Case Management Care Coordination

• Medical Billing

• Crisis Intervention

• Insurance Verification

• Hospital Experience

• Customer Service

• Typing

• Computer Forensics

• Data Entry

• Insurance Claims Follow Up

• Documentation review

• Computer literacy

• Medical Terminology

• Medical Scheduling

• Claims Examiner

• Quality Assurance

• NCQA Standards

• Time management

• Microsoft Excel

• Microsoft Word

• eClinicalWorks

• Home care

• English

• Behavioral health

• Benefits administration

• HIPAA

• Medicare

• Administrative Experience

• Office experience

• Billing Documentation

• Motivational interviewing

• Chronic Disease Management

• Diabetes Disease Management

• Stop The Bleed Training

• Microsoft Publisher

• EVS Verification

• Care Coordination

• IDX)

• English - Expert

Certifications and Licenses:

Certified Bereavement Counselor

Behavioral and Mental Health Certification

CPR Certification

Behavioral Health Specialist Certification

Diabetes Chronic Disease Self- Management Facilitator Certification

Chronic Disease Self-Management Facilitator Certification

Community Health Worker Certification

Mental Health First Aid Certification

Lactation Counselor Certification

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