Brooke M. Jackson
West Seneca
Summary
Results-driven healthcare customer service and operations leader with extensive experience across member advocacy, complex claims resolution, and frontline supervision within large, matrixed healthcare organizations. Proven success in first-call resolution, escalations management, team performance coaching, and compliance with Medicare, CMS, and benefit plan guidelines. Dynamic leader with nonprofit executive experience, demonstrating strong community impact, strategic planning, and operational leadership. Known for delivering premium, end-to-end member experiences while maintaining high efficiency, quality, and satisfaction standards.
Strategic healthcare operations leader with a proven track record of driving performance, elevating member experience, and leading high-impact teams within complex, matrixed organizations. Expertise in Medicare compliance, claims operations, and end-to-end service delivery across clinical, financial, and behavioral health domains. Recognized for transforming frontline operations into high-performing, member-centric environments through data-driven decision-making, process optimization, and leadership development. Experienced nonprofit executive with a strong commitment to community impact, program growth, and stakeholder engagement.
Overview
13
13
years of professional experience
Work History
Digital Elite Supervisor
UnitedHealth Group
06.2023 - Current
- Coordinate, supervise, and maintain accountability for daily, weekly, and monthly operational activities of customer service and claims teams.
- Oversee simple and complex claim processing, inbound calls, chats, secure messaging, and outbound campaigns.
- Manage specialized populations, including Special Needs and Transgender member support.
- Set work priorities to ensure service level adherence and performance goal achievement.
- Provide coaching, feedback, and corrective action; conduct formal performance reviews.
- Act as escalation point for complex member, provider, and customer inquiries.
- Drive operational improvements by identifying trends, gaps, and opportunities.
E&I Tier 1 Customer Service Supervisor
UnitedHealth Group
10.2022 - 05.2023
- Led frontline service team handling calls, chat, and secure messaging.
- Ensured compliance with productivity, quality, and satisfaction benchmarks.
- Delivered coaching and performance management to improve engagement and outcomes.
- Coordinated with cross-functional teams to resolve operational challenges.
Elite Super Advocate
UnitedHealth Group
Tonawanda, NY
12.2020 - 10.2022
- Resolved highly escalated, complex member issues including appeals and claim reconsiderations.
- Served as single point of contact for end-to-end resolution across clinical and financial services.
- Partnered with cross-functional teams to drive outcomes and prevent repeat escalations.
- Provided peer coaching and guidance on complex case handling.
- Maintained top-tier performance metrics in quality, efficiency, and first-call resolution.
Northwell Elite Health Advocate
UnitedHealth Group
07.2020 - 12.2020
- Delivered high-touch advocacy services for members with complex healthcare needs.
- Achieved first-call resolution through advanced research and coordination.
- Recognized for leadership, mentorship, and service excellence.
OJT Coach – Tier 2
UnitedHealth Group
04.2020 - 06.2020
- Trained and mentored agents on complex claims and escalation processes.
- Provided real-time support to improve accuracy and confidence.
Health Advocate / Customer Service Advocate
UnitedHealth Group
10.2019 - 04.2020
- Resolved member inquiries related to benefits, eligibility, and claims.
- Educated members on healthcare literacy and plan optimization.
- Coordinated with providers to resolve scheduling and service issues.
Benefit Advocate
UnitedHealth Group
03.2019 - 10.2019
- Supported complex member needs and benefit education.
- Authorized claim payments and served as a peer resource.
Assistant Store Manager
7-Eleven
West Seneca, NY
02.2013 - 03.2019
- Supervised retail operations, staff scheduling, payroll, and inventory.
- Trained and mentored employees to deliver strong customer service.
- Ensured compliance, accuracy, and operational efficiency.
Education
Diploma -
Williamsville South High School
Williamsville, NY01-2010
Skills
- Healthcare Benefits & Plan Interpretation (Medical, Dental, Vision, Pharmacy)
- Claims Processing, Research & Adjustments
- Medicare Compliance & Federal Mandates
- Escalated & Complex Case Resolution
- Consumer-Driven Healthcare Education
- Provider & Vendor Coordination
- Team Leadership & Performance Management
- Coaching, Mentoring & Training Development
- Productivity, Quality & Attendance Management
- Multi-System Navigation & Data Accuracy
- Member Satisfaction & First Call Resolution
- Process Improvement & Operational Problem Solving
- Nonprofit Leadership & Community Engagement
- Program Development & Strategic Planning
- Fundraising, Partnerships & Outreach
- Operational Leadership & Strategy
- Healthcare Operations & Claims Management
- Medicare / CMS Compliance & Regulatory Oversight
- Member Experience Transformation
- Cross-Functional Collaboration & Influence
- Escalation & Risk Management
- Performance Management & Workforce Development
- Process Improvement & Continuous Optimization
- Data-Driven Decision Making
- Fundraising, Partnerships & Program Development
- Attention to detail
Leadership Experience
Feeding In The Midst (Nonprofit Organization), Co-President & Board Member, 2019, Present, Provide executive leadership and strategic direction for a community-based nonprofit focused on food insecurity and hunger relief., Oversee daily operations, program development, and long-term organizational growth initiatives., Lead fundraising efforts, including campaigns, partnerships, and community events, generating increased support and engagement., Build and maintain relationships with donors, local businesses, and community stakeholders to expand impact., Coordinate volunteer programs, ensuring effective service delivery and positive community outcomes., Develop and implement outreach strategies to increase awareness, participation, and resource distribution., Manage organizational planning, budgeting, and resource allocation to sustain and scale operations., Represent the organization in public forums, strengthening brand presence and community trust.
Timeline
Digital Elite Supervisor
UnitedHealth Group
06.2023 - Current
E&I Tier 1 Customer Service Supervisor
UnitedHealth Group
10.2022 - 05.2023
Elite Super Advocate
UnitedHealth Group
12.2020 - 10.2022
Northwell Elite Health Advocate
UnitedHealth Group
07.2020 - 12.2020
OJT Coach – Tier 2
UnitedHealth Group
04.2020 - 06.2020
Health Advocate / Customer Service Advocate
UnitedHealth Group
10.2019 - 04.2020
Benefit Advocate
UnitedHealth Group
03.2019 - 10.2019
Assistant Store Manager
7-Eleven
02.2013 - 03.2019
Diploma -
Williamsville South High School