NAWAL ADEYS

• Provide case management and telephonic support to clients under DD, CADI, and CDCS waivers.
• Conduct eligibility reviews using MMIS, manage service budgets, and develop person-centered care plans.
• Support clients and families via phone, email, and virtual platforms, navigating services and ensuring timely access to culturally responsive care.
• Collaborate with providers and internal departments to coordinate services and maintain documentation accuracy.
• Deliver proactive communication and follow-up to ensure continuity of care and satisfaction.

PCA Intake Coordinator / Supervisor – Billing Specialist
Millennium Health Services – Saint Paul, MN
07/2018 – 07/2022

• Handled 50+ daily inbound and outbound calls related to PCA services, intake assessments, and client inquiries.
• Supervised PCA department operations and staff, ensuring service delivery aligned with compliance and client needs.
• Led full intake process via phone and electronic documentation systems: assessments, provider coordination, and eligibility verification.
• Acted as primary contact between clients, healthcare providers, and financial departments, resolving service issues promptly.
• Maintained HIPAA-compliant records and trained new staff on system workflows and client communication best practices.

• Handled high-volume inbound and outbound calls (60-80 daily), assisting clients with account inquiries, service issues, and resources.
• Provided empathetic, solutions-focused support to diverse clients, de-escalating concerns and resolving complaints in a timely manner.
• Documented call interactions accurately using software and followed up to ensure client satisfaction.
• Collaborated with team leads to improve call handling workflows and meet or exceed performance metrics.
• Maintained compliance with HIPAA and company standards while handling sensitive customer information.