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Senior Care Connector - Team Lead

Des Moines, Iowa, United States
November 29, 2017

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Jessica West


**** * **** **, *** Moines, IA 50316


Dedicated worker pursuing a career in health insurance

Skills & Abilities

Thorough knowledge of Microsoft Word and Excel, quick learner, strong oral and written communication, ability to work under pressure, and able to type at 65+ WPM


December 2015 – November 2017

Senior Care Connector, AmeriHealth Caritas Iowa

Detailed knowledge of Iowa Medicaid

Handle or delegate “escalated” members received from multiple sources (State, lawyer, ombudsman, etc.)

Assist supervisor’s and manager with daily workflow and projects as needed

Prepare and provide training to new and existing employees

Communicate with multiple departments and external sources

January 2013 – November 2015

Team Lead, Iowa Medicaid Enterprise

Detailed knowledge of Iowa Medicaid

Place supervisor callbacks and answer inbound calls

Review Medicaid applications; assist on two separate helpdesks; handle help line calls from representatives

Work in multiple systems while handling a high call volume

Assist in preparing and providing training to new and existing employees


Southeast Polk High School – Pleasant Hill, IA – 2010

DMACC – Ankeny, IA – 2011 - 2012


Able to effectively communicate with others. I have taken multiple courses overviewing Microsoft Word and multiple computer programs. I have also participated in a State Fair hearing.


In my role as a team lead, I am often sought out for help around the company with members, providers, and co-workers. I have also attended multiple leadership meetings and trainings to further my knowledge.


References upon request

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