WAYNE L. COOLEY
Owosso
Summary
Dynamic professional with extensive experience in guest services at Memorial Healthcare, excelling in emergency communication and conflict resolution. Proven ability to enhance patient care through effective documentation management and problem-solving skills. Recognized for fostering positive relationships and ensuring compliance in high-pressure environments. Committed to delivering exceptional service and support.
Overview
17
17
years of professional experience
Work History
GUEST SERVICES
Memorial Healthcare
Owosso
10.2020 - Current
- Managed high-volume phone communications while maintaining accurate records.
- Operated general office equipment efficiently to support daily operations.
- De-escalated confrontational situations through effective verbal communication.
- Quickly called emergency Codes and notified Public Safety, Nurses, and Doctors.
- Facilitated referral processes to ensure timely patient care.
- Assisted in training new hires to enhance team performance when available.
- Served as primary communication link between patients and physicians, creating positive first impressions.
- Demonstrated professionalism in all interactions with callers to uphold hospital standards.
COMPLIANCE OFFICER
Clinton County
01.2013 - 10.2020
- Managed In-Home Care clients and consent calendar clients for compliance oversight.
- Monitored cases and conducted follow-ups to ensure regulatory compliance.
- Facilitated client self-reporting through forms and substance screenings.
- Performed home and school visits to update caseworkers on client progress.
- Conducted meetings with caseworkers to discuss client development and compliance.
- Maintained daily documentation of all contacts for legal purposes.
- Provided availability outside regular hours to address urgent client needs.
URINE TECHNICIAN
Shiawassee County
01.2009 - 01.2013
- Administered male urine screens while ensuring confidentiality and compliance with regulations.
- Demonstrated excellent observational and interpersonal skills while engaging clients from diverse backgrounds.
- Processed and maintained detailed documentation for all urine screening activities.
- Interacted with various court system levels to facilitate client support and service delivery.
PRISONER REENTRY COORDINATOR
New Paths, Inc.
Flint
01.2010 - 01.2011
- Coordinated discharge planning and assistance needs for re-entry clients at New Paths.
- Collaborated with discharge planners, parole officers, and service providers to streamline processes.
- Compiled reporting information from agencies for comprehensive case reviews.
- Worked directly with primary case managers and clients to facilitate access to services.
- Monitored client activity and documented progress while providing essential daily life assistance.
Education
Bachelor of Science - Criminal Justice, Sociology
Ferris State University
Big Rapids, Michigan01.2008
Skills
- Emergency communication
- Documentation management
- Conflict resolution
- Effective communication
- Problem solving
- Attention to detail
Timeline
GUEST SERVICES
Memorial Healthcare
10.2020 - Current
COMPLIANCE OFFICER
Clinton County
01.2013 - 10.2020
PRISONER REENTRY COORDINATOR
New Paths, Inc.
01.2010 - 01.2011
URINE TECHNICIAN
Shiawassee County
01.2009 - 01.2013
Bachelor of Science - Criminal Justice, Sociology
Ferris State University