Case Manager Service Delivery

Angel Everage

Alton, IL *****.*******@*****.*** (xxx) xxx-xxxx

Professional Summary

Experienced Case Manager and Administrative Professional with 20+ years in healthcare, state government, and public benefits programs. Skilled in SNAP case analysis, compliance reviews, and eligibility systems. Proficient in Microsoft Office Suite and IES. Passionate about ensuring accurate service delivery and improving outcomes for Illinois families.

Core Competencies

SNAP Policy & Eligibility

Case Review & Audit Support

Integrated Eligibility System (IES)

Microsoft Excel, Word, Outlook

Compliance & Accuracy Control

Report Writing & Data Interpretation

Public Assistance & Social Services

Team Collaboration & Training

Professional Experience

Rehab Case Manager – Illinois Department of Human Services

2023–2025 Alton, IL

- Conducted case reviews for SNAP clients to ensure policy compliance and payment accuracy

- Used IES to verify eligibility, analyze benefits, and update client records

- Investigated discrepancies and collaborated on corrective action plans to reduce error rates

- Supported clients with SNAP, Medicaid, and Medicare-related eligibility questions, including subsidy program assistance

- Produced written reports and documentation for audits and case evaluations

- Utilized Excel for tracking trends and case outcomes

Customer Service Representative – Public Programs

Anthem Blue Cross Blue Shield / Cigna – 2015–2021 Remote

- Specialized in Medicare Part D and Low-Income Subsidy (LIS) cases

- Applied federal subsidy guidelines to determine eligibility and assist clients with re-determinations

- Educated members on benefit coverage, LIS program rules, and cost-sharing implications

- Ensured all documentation and case handling met CMS and HIPAA requirements

Group Leader – Quality & Compliance

Olin Corporation – 2003–2015 East Alton, IL

- Supervised production and ensured regulatory compliance in the manufacturing process

- Led quality audits and participated in executive briefings

- Interpreted and implemented policy changes on the line

- Trained staff on safety, accuracy, and compliance standards

Additional Roles:

- Unit Secretary – Behavioral Health & OB/GYN

- CNA / Home Health Aide

- Beverly Farms – Direct Care & Documentation

- Table Games Dealer – Hollywood & Horseshoe Casinos

Education

Bachelor of Science, Healthcare Management – Lindenwood University – Belleville, IL

Unit Secretary Certificate – Lewis & Clark Community College – Godfrey, IL

Technical Skills

Microsoft Office (Word, Excel, Outlook) IES CMS Eligibility Systems Adobe Zoom

Contact this candidate