Summary
Overview
Work History
Education
Skills
Timeline
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Cassandra Drayton

Chicago,IL

Summary

Enthusiastic Leader with over 14 years of impeccable experience in customer services, client relations, resources and compliance to support focused initiatives. The ability to anticipate customer service needs, client relations achieve the organizational goals and development with a good sense of humor.

Overview

23
23
years of professional experience

Work History

Intake Team Leader/ Veteran Affairs Representative

Help At Home Inc.
03.2010 - 09.2024
  • Team Leader of 15 Intake Coordinators.
  • Managed and centralized contracts for Illinois Department on Aging, Department of Rehabilitation Service and Veteran's Affairs.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
  • Performed general office duties, including answering multi-line phones, routing calls and messages and approximately 100 emails or more per day.
  • Created and implemented smart-sheets to track contracts, authorizations, expired authorizations, eligibility and termination of service, etc.
  • Interacted with care coordination unit, managed care, veteran's affairs facilities, department of rehabilitation services to receive and communicate instructions according to contract received.
  • Managed and assisted with supplemental projects and tasks pertaining to the Illinois Department on Aging and Veteran's Affairs. Worked closely with the referral cycle management and development team as the subject matter expert.
  • Managed and centralized contracts for Illinois Department on Aging, Department of Rehabilitation services and Veteran's Affairs.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of the Intake Team.
  • Provided direct supervision and guidance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Strong focus in Eligibility, Rejects and Denials.
  • Knowledgeable in the following programs Participant Search Screen, Medi, eCCPIS, Aging Cares and Health Share Referral Management for veteran affairs.

Office Manager/Tax Preparer

Jackson Hewitt
10.2001 - 04.2020
  • Oversaw team of 8 tax professionals handling up to 800 clients per season.
  • Interviewed tax payers to collect information and gather necessary paperwork prior to preparing tax returns.
  • Maintained high-quality control standards by reviewing internal tax preparation documents for missed tax benefits.
  • Prepared wide array of returns such as corporate, gift, individual and private foundation returns.
  • Completed and filed returns with tax departments at local, state and federal levels.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Facilitated communication between clients and tax authorities.
  • Completed bi-weekly payroll for a team of 8 and work schedule.

Education

BBA - Healthcare Management/Gerontology

American Intercontinental University
Atlanta, GA
11.2026

Skills

  • Time Management
  • Communication
  • Critical Thinking
  • Problem Solving
  • Excellent multi-tasking ability
  • Microsoft office
  • Team Leadership
  • Clear oral/written communication
  • Workflow planning
  • Detailed Oriented
  • Self Motivated
  • Key Performance Indicators

Timeline

Intake Team Leader/ Veteran Affairs Representative

Help At Home Inc.
03.2010 - 09.2024

Office Manager/Tax Preparer

Jackson Hewitt
10.2001 - 04.2020

BBA - Healthcare Management/Gerontology

American Intercontinental University

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Cassandra Drayton