Donna Jackson
Charlotte,NC
Summary
Operations professional with strong background in optimizing processes and driving team performance. Proven ability to lead collaborative efforts, adapt to changing demands, and deliver impactful results. Expertise in project management, workflow improvement, and team development. Known for reliability, strategic thinking, and fostering productive work environment.
Overview
7
7
years of professional experience
Work History
Team Lead
Messer Financial
Charlotte, NC
06.2023 - Current
- Helped to build and scale the Medicare department, establishing a compliant operational framework aligned with CMS and HIPAA regulations.
- Mentored junior staff, fostering skill development and operational excellence within the team.
- Lead daily operations and supervise staff, ensuring high-quality patient support in a fast-paced, high-volume environment during AEP and OEP.
- Developed SOPs, training programs, and job aids to improve onboarding efficiency and team performance.
- Track and coach team performance through KPI monitoring, driving continuous improvement and operational excellence.
Insurance Broker
Self-employeed
Charlotte, NC
10.2020 - 06.2023
- Advised clients on insurance options, ensuring comprehensive coverage tailored to individual needs.
- Analyzed market trends to identify competitive insurance products and improve client offerings.
- Developed customized insurance plans, enhancing client satisfaction and retention rates.
- Managed client relationships, providing ongoing support and guidance throughout the policy lifecycle.
- Conducted thorough risk assessments to recommend appropriate coverage levels for diverse clients.
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
Case Manager
Pear Therapeutics
Charlotte, NC
11.2021 - 04.2023
- Delivered high-volume patient onboarding and support for prescription digital therapeutics (PDTs), including Somryst and reSET/reSET-O, managing 50-100 daily enrollments in Salesforce while ensuring strict HIPAA compliance.
- Partnered with legal and compliance to enhance work instructions (WIs) and job aids, strengthening quality and regulatory alignment.
- Coordinated client intake processes, ensuring accurate documentation and timely service delivery.
- Provided technical support, coverage and reimbursement guidance to patients, providers, and cross-functional partners.
- Monitored client progress, providing updates to case managers and identifying potential issues.
- Conducted follow-up assessments to evaluate service effectiveness and client satisfaction.
Licensed Health Insurance Agent/Trainer
GoHealth
Charlotte, NC
06.2019 - 10.2020
- Mentored new hires, and low performing agents resulting in stronger staff development and increased productivity.
- Monitored agent metrics to detect and address call avoidance, implementing corrective action schedules that aligned team behavior with key performance indicators (KPIs).
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Managed full-cycle employee accountability, from initial performance coaching and formal write-ups to executing final separations.
Education
Bachelor of Arts - Health Care Administration
Arizona State University
Tempe, AZ06-2030
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Operations management
- Production monitoring
- Employee evaluation
- Product management
- Regulatory compliance
- Key performance indicators
Timeline
Team Lead
Messer Financial
06.2023 - Current
Case Manager
Pear Therapeutics
11.2021 - 04.2023
Insurance Broker
Self-employeed
10.2020 - 06.2023
Licensed Health Insurance Agent/Trainer
GoHealth
06.2019 - 10.2020
Bachelor of Arts - Health Care Administration
Arizona State University