Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kayla McCauley

Calgary,AB

Summary

Dynamic Client Support Specialist with a proven track record at MedNow, enhancing service delivery through effective crisis intervention and referral coordination. I am an expert in database management, improved client engagement and satisfaction while maintaining confidentiality. Recognized for boosting client retention rates and leading successful training initiatives in previous roles.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Client Support Specialist

MedNow / MedVisit
Toronto, Ontario
10.2024 - Current
  • Delivered high-volume digital and phone-based support, managing 100+ contacts daily for vulnerable populations.
  • Acted as initial point of contact between clients and healthcare providers while ensuring confidentiality.
    Coordinated community resources across jurisdictions using strong problem-solving skills.
  • Supported internal operations through shift coverage, team collaboration, and efficient system navigation.
    Provided appropriate referrals to alternate services when MedVisit was unavailable for patients.
  • Utilized database Junction to report bugs and collaborated with developers to resolve issues promptly.

Supervisor / Senior Case Coordinator

YW Calgary
Calgary, Alberta
03.2018 - 02.2020
  • Led a successful program audit that improved accreditation rating from B- to A.
  • Supervised four caseworkers and 40 support workers in trauma-informed care for 30 residents.
  • Boosted housing retention from 63% to 95% through targeted staff training initiatives.
  • Created comprehensive training systems and facilitated professional development for staff and students.

Team Lead

Kerby Centre
Calgary, Alberta
01.2015 - 02.2017
  • Led shelter operations, guiding multidisciplinary team to assist vulnerable seniors.
  • • Recruited, trained, and evaluated diverse staff and student teams, fostering collaborative workplace culture.
  • Supported crisis response and long-term planning through individualized support services and case management oversight.
  • Answered the 24/7 Elder Abuse Response Line for crisis support for those facing elder abuse

Crisis Counselor /Senior Case Manager

Kerby Centre
Calgary, Alberta
01.2013 - 02.2015
  • Delivered individualized case management to residents fleeing abuse or experiencing homelessness.
  • Supported 24-hour crisis line, coordinated emergency placements, and facilitated inter-agency referrals.
  • Did individualized case management for 50% of the shelter clients ensuring they received assistance and support making plans for housing, finances, health (finding a family doctor if they didn’t have one), securing referrals for household goods for new home set up, securing food hamper for new home set up, mental health supports, advocating for income, etc.
  • Connecting client with the Elder Abuse Response Team when necessary if abuse was present
  • Providing medication administration to ensure medication was taken as directed

Administrative Assistant

Nose Creek Sport Physical Therapy
Calgary, Alberta
01.2009 - 03.2012
  • Led clinic marketing initiatives by contacting every doctor’s office in Calgary on a rotating three-month basis, offering complimentary 30-minute massage vouchers to encourage referrals and increase clinic visibility.
  • Executed direct mail campaigns by distributing branded company swag to households within a designated radius of the clinic to attract new clients and build brand recognition.
  • Developed and implemented an automated email marketing campaign offering a 50% discount on 60-minute massages to existing clients and profile members, resulting in increased rebooking rates and client engagement.
  • Managed follow-up communications for marketing campaigns, contacting leads at 3, 7, and 12-day intervals to maximize outreach effectiveness and conversion.
  • Handled front-desk administrative duties, including appointment scheduling, payment processing, and daily patient communications.
  • Maintained cleanliness and readiness of the clinic by cleaning physio beds, workout areas, and therapy stations, as well as performing laundry and restocking cold/hot pack supplies.
  • Prepared daily charts and files for physiotherapists and ensured all patient records were organized and accessible.
  • Conducted daily reminder calls to patients with next-day appointments, helping reduce no-show rates and improving overall client satisfaction

Education

Bachelor's Degree - Social Work

University of Manitoba
Winnipeg, None
11-2019

Diploma of Social Work - Social Work

Mount Royal University
Calgary, None
11-2014

Skills

  • Client support and service
  • Database management
  • Referral coordination
  • Crisis intervention
  • Confidentiality practices
  • Customer service and attention to detail

Accomplishments

  • Presidential Honor Roll - 2 years at Mount Royal University

Certification

  • Leadership in Management Training
  • Crisis Intervention Training
  • Diversity and Inclusivity Training
  • Non-violent Crisis Intervention Training
  • Cultural Competency in the Work Force Training

Timeline

Client Support Specialist

MedNow / MedVisit
10.2024 - Current

Supervisor / Senior Case Coordinator

YW Calgary
03.2018 - 02.2020

Team Lead

Kerby Centre
01.2015 - 02.2017

Crisis Counselor /Senior Case Manager

Kerby Centre
01.2013 - 02.2015

Administrative Assistant

Nose Creek Sport Physical Therapy
01.2009 - 03.2012

Bachelor's Degree - Social Work

University of Manitoba

Diploma of Social Work - Social Work

Mount Royal University

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Kayla McCauley