Veronica Kayonga
Experienced and compassionate outreach and case management professional
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About
Experienced and compassionate outreach and case management professional with over 20 years of success supporting vulnerable populations, including individuals living with HIV/AIDS, mental health challenges, and housing instability. Proven leader in program coordination, client advocacy, and team supervision. Adept at building trust through empathy, cultural sensitivity, and a solution-focused approach.
Passionate about empowering individuals and promoting access to essential services. Seeking a leadership or advocacy role that fosters meaningful community impact.
Experience
Care Coordinator Manager - Hope Across the Globe - Jacksonville, FL
(2019-03 - 2025-01)
- Supervised 2–4 care coordinators overseeing 150–200 clients; conducted monthly audits, evaluations, and staff development.
- Maintained a personal caseload of 90 HIV+ clients, completing comprehensive needs assessments and care plans.
- Facilitated access to Medicaid, Medicare, ADAP, and other social services.
- Advocated for clients' housing, healthcare, and transportation needs.
- Provided budgeting support and helped secure food, co-pay, and Social Security assistance.
- Ensured compliance with appointment schedules and lab follow-ups.
Customer Service Representative - Remedy - Jacksonville, FL
(2018-01 - 2019-03)
- Responded to customer inquiries and processed financial transactions in a high-volume environment.
- Maintained accurate records and consistently exceeded performance targets.
- Provided professional and courteous service that enhanced customer satisfaction.
PAC Waiver Case Manager / Owner-Operator - Outreach Community Care Network - Jacksonville, FL
(2017-01 - 2017-12)
- Established a Jacksonville-based PAC Waiver office in collaboration with Outreach Community Care (Daytona Beach).
- Managed a caseload of 40 AIDS-diagnosed clients, coordinating care plans and connecting clients to vital services.
Clinical Behavioral Technician - Community Rehabilitation Center - Jacksonville, FL
(2014-06 - 2016-12)
- Facilitated therapeutic groups and developed individualized treatment plans for clients with mental health diagnoses.
- Tracked client progress using the Credible EMR system; promoted safe, supportive therapeutic environments.
PAC Waiver Supervisor / Case Manager - Marion Provider Care Services - Jacksonville, FL
(2009-10 - 2014-06)
- Independently launched a PAC Waiver office; supervised four case managers and ensured compliance with documentation standards.
- Managed billing to Medicaid and maintained a personal caseload of 40 clients.
- Partnered with community providers to improve access to long-term care and essential resources.
Ryan White Case Manager / PAC Waiver Case Manager - Northwest Behavioral Healthcare - Jacksonville, FL
(2002-06 - 2009-10)
- Conducted home visits, assessments, and client-centered service planning.
- Served clients involved in foster care and the juvenile justice system.
- Collaborated with service providers to promote health, housing, and mental wellness.
