Mikaela Carlton

• Process and determine eligibility for Medicaid applications in compliance with federal and state regulations

• Conduct detailed client interviews to gather and verify financial and personal information

• Manage a high-volume caseload while meeting strict deadlines and performance metrics

• Maintain accurate and up-to-date case records using NCFAST and other eligibility systems

• Ensure confidentiality and compliance with HIPAA and agency standards Ensured compliance with federal, state, and agency policies while managing Medicaid eligibility cases

• Ensured compliance with federal, state, and agency policies while managing Medicaid eligibility cases

• Managed incoming calls and emails, providing timely support to clients and providers

• Maintained and tracked child care subsidy records using detailed spreadsheets

• Scheduled appointments for social workers using DCO Scheduler

• Processed and distributed critical documents, ensuring timely follow-up on approvals

• Collaborated on redesigning child care forms to improve clarity, usability, and efficiency

• Handled high-volume inbound calls related to billing, subscriptions, and technical support
• Resolved customer issues efficiently while maintaining high satisfaction ratings
• Consistently met and exceeded performance and productivity goals
• Provided empathetic and solution-focused service to a diverse customer base

• Assisted clients with daily living activities, including hygiene, meals, and transportation
• Documented daily progress and supported individualized care plans
• Participated in therapeutic and recreational activities to support client development