Iesha Kuilan
Chicopee
Summary
Dedicated human services and healthcare professional with 7+ years of experience supporting clients, patients, and students in fast-paced environments. Strong background in case management, customer service, healthcare administration, and classroom support. Known for clear communication, problem-solving, and the ability to remain calm under pressure while delivering compassionate, high-quality service.
Overview
10
10
years of professional experience
Work History
Substitute Teacher
Chicopee Public Schools
Chicopee
04.2023 - Current
- Implement lesson plans across multiple grade levels while maintaining structured, engaging classrooms
- Manage classroom behavior and ensure student safety and participation
- Monitor attendance and document academic and behavioral progress for permanent teachers
- Support school operations through clerical and non-instructional assistance as needed
Homelessness Prevention Counselor
Way Finders
Springfield
09.2020 - 04.2023
- Conducted client assessments to determine eligibility for housing and rental assistance programs
- Processed financial assistance applications while maintaining accurate, up-to-date case files
- Educated clients on tenant/landlord rights, eviction prevention, and housing court procedures
- Coordinated housing resources and referrals in collaboration with internal teams and community partners
- Assisted clients with housing searches, problem-solving strategies, and long-term stability planning
Caseworker/Scheduling Coordinator
A Better Life Homecare
Springfield
10.2020 - 07.2022
- Managed client cases and compiled detailed reports to support continuity of care
- Coordinated schedules for PCA/HHA/CNA staff to ensure authorized services were delivered
- Conducted home and telehealth visits to assess client needs and progress
- Collaborated with healthcare providers, social workers, and families to coordinate services
Call Center Representative
New England Orthopedic Surgerons
Springfield
02.2018 - 05.2020
- Managed high-volume inbound calls while maintaining professional, patient-centered service
- Verified insurance eligibility and patient demographics for new and established patients
- Completed triage forms and routed medical messages to appropriate clinical teams
- Scheduled appointments following physician-specific and Workers’ Compensation protocols
Paraprofessional
Enfield Public Schools
Enfield
05.2016 - 02.2018
- Provided instructional and behavioral support in special and general education classrooms
- Assisted with lesson planning, classroom management, and individualized student support
- Supported students’ cognitive, social, and emotional development
- Maintained strong working relationships with teachers, staff, and families
Skills
- Case Management & Client Advocacy
- Healthcare & Insurance Verification
- Patient Intake & Scheduling
- Classroom & Behavioral Support
- Conflict Resolution & De-escalation
- Housing & Rental Assistance Programs
- Documentation & Case Files
- Customer Service Excellence
- Bilingual Communication
- CPR & AED Certified
- HIPAA Compliance
- Microsoft Office & Computer Proficiency
Additional Experience
- Certified Nursing Assistant – 5 years
- Program Specialist, The May Institute – 4 years
- Call Center Representative, Baystate Health – 2 years
- Receptionist, Pioneer Valley Spine & Sports – 1 year
- Crew Member, Dunkin’ – 3 years
Timeline
Substitute Teacher
Chicopee Public Schools
04.2023 - Current
Caseworker/Scheduling Coordinator
A Better Life Homecare
10.2020 - 07.2022
Homelessness Prevention Counselor
Way Finders
09.2020 - 04.2023
Call Center Representative
New England Orthopedic Surgerons
02.2018 - 05.2020
Paraprofessional
Enfield Public Schools
05.2016 - 02.2018