Corie’l Mack

Summary

Spearheaded healthcare operations with over 16 years of expertise in patient access case management and team leadership across payer, provider, and pharmaceutical sectors.

Overview

Certification

years of professional experience

Work History

Correctional Officer

South Carolina Department of Corrections

Turbeville, SC

04.2022 - Current

Ensured strict adherence to safety compliance and regulatory protocols in high-stress environments.
Led crisis intervention and conflict resolution, effectively managing and de-escalating high-stakes disputes.
Managed daily logs, incident reports, and resource inventories with close attention to detail and accuracy.

Case Manager

Cencora

Remote

10.2015 - 10.2025

Delivered exceptional "one-call" resolution by leveraging standard protocols, job aids, and advanced workflow tools to manage complex provider and patient inquiries.
Served as the primary escalation point for team colleagues, healthcare providers, and patients to resolve complex compliance and specialty therapy claim issues.
Educated over 100+ physician office staff, billing specialists, and patients on intricate insurance navigation, directly reducing coverage delays and improving satisfaction scores.
Analyzed complex payer data and denial trends to proactively advise provider offices, leading to higher clean claim rates and reduced downstream appeals.
Maintained rigorous adherence to HIPAA guidelines and healthcare compliance standards while managing sensitive patient data across Salesforce and EMR platforms.

Certified Corporate Trainer / Assistant Team Coach

Connexions

Concord, NC

09.2009 - 06.2015

Championed performance quality by implementing call review and evaluation frameworks, identifying targeted coaching opportunities that drove measurable performance improvements.
Led onboarding and designed large-scale training modules for incoming contact center staff, establishing core proficiency in compliance, case documentation, and communication standards.
Spearheaded cross-functional collaboration to eliminate service bottlenecks, streamlining administrative workflows, scheduling, and case management accuracy.
Managed team performance and call quality metrics, identifying specific skill gaps to deliver tailored coaching that accelerated new hire readiness.

Education

Bachelor of Science - Healthcare Management

University of Phoenix

01.2024

Skills

Call Center Operations: High-Volume Queue Management, First-Call Resolution (FCR), Escalation Management, Workforce Scheduling
Leadership & Development: Team Leadership & Coaching, Performance Metrics (KPIs), Corporate Training, Onboarding

Healthcare & Compliance: HIPAA Compliance, Patient Assistance Programs (PAPs), Revenue Cycle, Prior Authorization
Technical Systems: Epic, Salesforce, EHR/EMR Systems, Workflow Optimization Tools