MERCEDES CAREY
McCordsville,IN
Summary
Dedicated and resourceful professional with over 10 years of experience delivering exceptional client service, case coordination, and administrative support in high-pressure, regulated environments. Recognized for excellent communication skills, problem-solving ability, and commitment to accuracy, confidentiality, and service excellence. Proven track record in resolving complex issues with a high degree of sensitivity and urgency. Adept at navigating multiple systems, adhering to compliance standards, and supporting business goals with professionalism and efficiency.
Overview
9
9
years of professional experience
Work History
Medicaid Waiver Case Manager
Connections Case Management
04.2024 - Current
- Manage a complex caseload of 45 clients with high needs, ensuring timely and compliant documentation to support service delivery and audit readiness.
- Gather, organize, and validate sensitive client information, supporting end-to-end care coordination and seamless plan implementation.
- Collaborate cross-functionally with providers and internal departments to resolve client issues, escalate urgent concerns, and meet timeline commitments.
- Consistently meet deadlines and service standards in a performance driven environment.
Mental Health Therapist
Catalyst Counseling
02.2022 - 04.2024
- Provided individual therapy to 20+ clients weekly using Cognitive Behavioral Therapy (CBT) and Solution-Focused Therapy to address mental health needs and support client goals.
- Handled all administrative aspects of therapy, including intake documentation, scheduling, and secure recordkeeping of 20+ clients per week.
- Fostered strong client relationships and communicated effectively with internal staff to ensure continuity of care and timely follow-ups.
- Effectively balanced direct client care with behind-the-scenes administrative duties to support consistent and efficient workflow.
DDI Site Support Consultant (Contract)
Deloitte
01.2023 - 07.2023
- Contracted to support Indiana State Child Support Services in the statewide transition to a Salesforce-based system.
- Delivered real-time user assistance via Microsoft Teams chat and on-site visits, addressing system navigation issues and functional questions from front-line staff.
- Participated in intensive training to quickly learn both the legacy and new systems, demonstrating adaptability and rapid skill acquisition.
- Authored and maintained clear, user-friendly documentation and job aids to support statewide child support offices during the transition.
Victim Advocate
Eskenazi Gender Health Clinic
03.2020 - 01.2023
- Established a new advocacy role in the Gender Health Clinic, building partnerships and conducting outreach to ensure inclusive, affirming care.
- Provided trauma-informed support in both clinical and emergency settings, upholding client rights, privacy, and dignity.
- Developed and administered client satisfaction surveys to assess service impact and implemented improvements based on feedback.
- Maintained detailed documentation to demonstrate program outcomes and support stakeholder engagement.
Intake Specialist
Indiana Department of Child Services Hotline
04.2017 - 03.2020
- Efficiently managed high-volume incoming calls to assess and document verbal reports of child abuse and neglect, ensuring timely and accurate information gathering.
- Applied DCS protocols to evaluate risk levels and prioritize response times, coordinating with appropriate county agencies to ensure protective services were promptly dispatched.
- Utilized targeted questioning techniques to obtain necessary details that supported county investigations while maintaining professionalism and confidentiality.
- Collaborated with internal teams and external county offices to support child safety initiatives and maintain compliance with state regulations.
Family Case Manager
Indiana Department of Child Services
05.2016 - 04.2017
- Investigated allegations of child abuse and neglect, assessed child safety, and made timely decisions regarding removal or service needs.
- Developed and implemented case plans in collaboration with families and service providers to promote child well-being and family stability.
- Prepared detailed court reports and testified in hearings to support permanency planning and legal compliance.
- Maintained a high-volume caseload while ensuring documentation met state timelines and regulatory standards.
- Partnered with law enforcement, schools, medical professionals, and community agencies to coordinate services and support interventions.
Education
Master of Social Work - Children and Families
University of Indianapolis
Indianapolis, IN08.2020
Bachelor of Arts - Sociology, Criminal Justice
University of Dayton
Dayton, OH05.2015
Skills
- Client-Centered Communication
- Problem Resolution & Escalation
- Multisystem & CRM Navigation
- Regulatory Compliance & Documentation
- Rapid Learning & System Adaptation
- Emotional Intelligence & Empathy
- Cross-Functional Collaboration
- Service Metrics & Accountability
Military Experience
Chaplain Assistant (56M), Army National Guard, Cincinnati, OH, 02/01/13, 02/01/19, Coordinated religious services, pastoral care visits, and morale-boosting activities to promote overall well-being and resilience., Maintained confidential records and assisted with administrative duties to support the chaplain’s mission and unit readiness., Responded to crises by offering counseling, referral services, and crisis intervention with sensitivity and respect for diverse beliefs., Collaborated with military leadership to ensure faith-based needs and ethical concerns of service members were addressed promptly.
Timeline
Medicaid Waiver Case Manager
Connections Case Management
04.2024 - Current
DDI Site Support Consultant (Contract)
Deloitte
01.2023 - 07.2023
Mental Health Therapist
Catalyst Counseling
02.2022 - 04.2024
Victim Advocate
Eskenazi Gender Health Clinic
03.2020 - 01.2023
Intake Specialist
Indiana Department of Child Services Hotline
04.2017 - 03.2020
Family Case Manager
Indiana Department of Child Services
05.2016 - 04.2017
Bachelor of Arts - Sociology, Criminal Justice
University of Dayton
Master of Social Work - Children and Families
University of Indianapolis
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