ARDELIA JACKSON
Henrico,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proven experience in developing plans to expand and effectively engage the public in advocacy campaigns, program offerings, member sales. Metrics driven.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Community Relations Manager
Oak Street Health
09.2023 - Current
- Enhances community engagement by developing and executing strategic outreach initiatives
- Establishes strong partnerships with local organizations for mutual benefit and increased collaboration
- Researches and understands the landscape of influencers and community partners in the market
- Prospects and cold calls to local businesses in assigned territory
- Impacts patient acquisition and lead generation targets for each center in assigned territory by leveraging community relationships to engage Medicare eligible adults
- Works with local leaders in the community to identify opportunities to further expand & develop new channels of patient growth
- Collaborates with Regional Partnership Manager (RPM) to build & maintain relationships with Insurance Agents (IAs)
- Builds and nurtures relationships with local leaders (field account managers) to create long-term alliances with mutually beneficial outcomes that positively impact the communities served
- Point of contact for both the Outreach Team & community partners that want to engage in cross-functional initiatives
- Maintains regular touchpoints and contact with key stakeholders
- Reviewing weekly KPIs (new leads generated or new patients added)
- Oversees cross-collaboration initiatives with key stakeholders and reviewing success of initiatives by reviewing lead generation & new patient growth
- Develops and manages a forward-looking calendar of events across assigned territory with local leaders in the community
- Coordinates all details of the events both internally and externally to ensure that events are engaging, well attended and drive lead generation
- Clearly communicates objectives, strategies and expectations for each event with the Outreach Managers and Outreach Executives
- Generates field account engagement by proactively working with local leaders on community outreach opportunities
- Maintains internal sales system knowledge and marketing programs by attending scheduled meetings to learn about new updates on services, workstreams, and initiatives
- Plans lead generation and community engagement at least 2 weeks in advance to strategically develop & maintain lead pipeline.
Community Outreach Manager
Capital Area Health Network
01.2020 - 09.2023
- Collaborated with program teams, community organizations, peers and volunteers in execution of events and activities
- Developed and maintained mutually beneficial relationships with agencies and organizations
- Development outreach strategies and marketing tools to reach priority audiences
- Collected and analyzed data to identify community needs before implementing programs to multiple audiences
- Provided leadership, guidance and support to staff members
- Referred clients to appropriate team members, community agencies and organizations to meet patient needs
- Participated in community events to promote services and engage with the public
- Conducted outreach activities to engage local stakeholders in programs
- Scheduled and confirmed outreach events for the team
- Reported bi-weekly updates to senior management.
District Patient Services Manager
Capital Area Health Network
08.2018 - 01.2020
- Recruited, hired and trained all front desk and call center staff, providing direct supervision, ongoing staff development and continuing education to employees for all 7 locations
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Coordinated with other departments to maintain streamlined and productive workflow
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Updated job knowledge by attending workshops, training sessions and educational opportunities
- Developed patient service policies and procedures to meet and exceed industry service standards
- Handled customer complaints and inquiries
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance with associated regulations
- Coordinated with other departments to maintain streamlined and productive workflow.
Call Center Manager
Capital Area Health Network
12.2017 - 08.2018
- Collected and analyzed call center statistics and customer service metrics
- Led daily team meetings to review performance, set targets and motivate staff
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
- Recruited, trained and onboarded new agents, maintaining exceptional service standards
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings
- Improved average hold times, resolution rates and satisfaction scores through staff development
- Reduced Que times from 35 min+ to under 5 minutes
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Tracked key metrics and developed spreadsheets and data models.
Account Executive
Iheartmedia, Clear Channel
12.2014 - 07.2017
- Built and strengthened business to business relationships with new and existing accounts to drive revenue growth
- Qualified leads, built relationships and executed sales strategies to meet or exceed sales quota
- Executed successful sales strategies to convert leads into customers
- Resolved issues promptly to drive satisfaction and enhance customer service
- Collaborated with internal teams to develop account strategy
- Gained understanding of goals, objectives and processes to meet client business needs
- Attended networking events to build relationships and identify sales opportunities
- Leveraged CRM (salesforce) to collect, organize and manage sales data and customer information.
Education
Bachelor of Arts - Health Administration
Ashford University
San Diego, CASkills
- Sponsorship Support
- Set Organizational Policies
- Member Education
- Outreach Management
- Engaging Communications
- Problem-Solving Skills
- Report Preparation and Analysis
- Microsoft Office
- Interviewing and Hiring
- Meeting Coordination and Support
- Mission Driven
- Marketing Presentations
- Sales
- Relationship Building
- Fundraising strategies
- Volunteer Management
- Marketing Strategies
Certification
- CCM Training, 05/2020
- Managing Remote Employees, 05/2020
Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteRemoteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefits401k matchFlexible work hoursTeam Building / Company RetreatsPersonal development programsTimeline
Community Relations Manager
Oak Street Health
09.2023 - Current
Community Outreach Manager
Capital Area Health Network
01.2020 - 09.2023
District Patient Services Manager
Capital Area Health Network
08.2018 - 01.2020
Call Center Manager
Capital Area Health Network
12.2017 - 08.2018
Account Executive
Iheartmedia, Clear Channel
12.2014 - 07.2017
Bachelor of Arts - Health Administration
Ashford University