Care Coordinator Call Center

CARL A. VENEY

Las Vegas, NV ***** *********@*****.*** 702-***-****

CARE COORDINATOR

“Driving Operational Efficiency and Compliance Through Expert Coordination and Documentation” Detail-oriented and results-driven Project Administrator and Administrative Coordinator with over a decade of experience supporting operations in healthcare, legal, and real estate environments. Proven expertise in documentation management, regulatory compliance, client service, and cross-functional coordination. Adept at streamlining workflows, managing high-volume communications, and maintaining data accuracy in fast-paced, deadline-driven settings. Recognized for strong organizational skills, professionalism, and the ability to navigate complex administrative processes with precision and empathy. AREAS OF EXPERTISE

Healthcare Documentation Escalation Management Timekeeping Systems Payroll Issue Resolution SMS & Email Communication Data Entry & Management Service Level Agreements (SLAs) Insurance Verification Benefit Screening Patient Scheduling Tools CRM Systems Call Center Operations HIPAA Compliance Patient Intake Coordination Electronic Health Records (EHR) Compliance Monitoring Case File Management Caregiver Support Systems Utilization Review Support KEY PROPOSITION

Streamlined Service Coordination: Managed high-volume call center operations, enhancing service delivery for healthcare-related inquiries while maintaining compliance with privacy and regulatory standards.

Improved Documentation Accuracy: Ensured precise entry and maintenance of sensitive data in CRM systems, supporting patient care coordination and legal documentation needs.

Strengthened Compliance Standards: Applied knowledge of HIPAA, FDCPA, and other legal frameworks to reinforce regulatory compliance in both healthcare and legal administrative functions.

Enhanced Patient Engagement: Screened and enrolled patients in supplementary care programs, increasing access to services and improving client satisfaction metrics.

CAREER HIGHLIGHTS

Care Coordinator FreedomCare – Las Vegas, NV 2023 – 2025 Managed a high volume of inbound and outbound calls related to HR and healthcare inquiries, including payroll, timekeeping, and employee benefits. Facilitated patient service requests and conducted follow-ups with caregivers and health plans to ensure timely resolution. Key Initiatives:

● Delivered outstanding customer service through empathetic, clear communication, consistently meeting service-level agreements.

● Performed accurate data entry of sensitive information and maintained compliance with internal documentation standards.

● Screened patients and caregivers for additional program eligibility, enhancing client engagement and access to benefits.

● Acted as a primary liaison for caregivers, resolving pay discrepancies, timesheet issues, scheduling conflicts, and direct deposit updates.

● De-escalated challenging situations and provided timely resolutions or escalations to appropriate departments.

● Maintained up-to-date records in CRM systems and supported performance tracking through call dashboards and reporting tools. Admissions Counselor (Per Diem) Seven Hills Behavioral Hospital – Henderson, NV 2024 – Present Facilitated the intake and admission process, including utilization reviews and insurance verification for incoming patients. Conducted pre- admission assessments and collaborated with medical teams to ensure appropriate placement and care. Key Initiatives:

● Educated patients and families on treatment plans, facility policies, and resource systems throughout their stay.

● Performed comprehensive assessments to address patients' physical, emotional, and financial needs, implementing crisis interventions when necessary.

Administrative Coordinator – Utilization Management Medical Transportation Management, Inc. – Las Vegas, NV 2016 – 2023

● Coordinated recurring transportation for patients requiring ongoing medical care, ensuring cost-effective, timely service.

● Ensured compliance with federal, state, and local regulations for specialized transport needs, including stretchers and mobility support.

● Acted as a key communication liaison between patients, healthcare providers, and internal departments to verify eligibility and streamline services.

Administrative Coordinator – Legal Department Clark County Collection Service – Las Vegas, NV 2014 – 2016 Played a critical role while serving as the primary administrative support to attorneys, overseeing legal documentation, filings, and client correspondence.

Key Initiatives:

● Ensured compliance with HIPAA and relevant laws governing medical liens and debt collections.

● Maintained accurate client records in adherence to FDCPA and credit reporting standards. Page 1 of 2

CARL A. VENEY

Las Vegas, NV 81983 *********@*****.*** 702-***-**** CAREER HIGHLIGHTS CONTINUED

Property Analyst – Real Estate Acquisitions Custom Estates, LLC / Motion Properties, Inc. – Las Vegas, NV 2010 – 2014 Identified, researched, and evaluated residential and commercial investment opportunities by leveraging MLS listings, property databases, and real estate agent referrals, leading to strategic acquisitions with high return potential. Key Initiatives:

● Built and maintained a network of trusted relationships with investors, general contractors, listing agents, and property managers to streamline the acquisition-to-resale process and support long-term business growth.

● Conducted comprehensive due diligence, including comparative market analysis, repair cost estimation, and financial feasibility studies, to minimize investment risk and optimize profitability for each property acquisition. Litigation Recovery Specialist Portfolio Recovery Specialists – Las Vegas, NV 2009 – 2010 Drafted, prepared, and filed a wide range of legal documents for pre-litigation cases, including summonses, complaints, and court motions, in compliance with state and federal regulations.

Key Initiatives:

● Oversaw the full lifecycle of account recovery efforts for delinquent portfolios, initiating contact with debtors and coordinating garnishment or settlement procedures to maximize recovery rates.

● Conducted thorough legal research and documentation review to ensure strict adherence to all applicable legal standards, including FDCPA guidelines, while managing high caseload volumes with accuracy and confidentiality. EDUCATION & MILITARY SERVICE

Bachelor's Coursework in Accounting & Business Administration Norfolk State University – Norfolk, VA

Army National Guard Reserves

Equipment and Parts Specialist – Logistics

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