Felicia Mack
The Woodlands
Summary
With 35 years of experience in Customer Service, Mental Health, Administration, Billing, and Healthcare, I am confident in my ability to make a significant impact in your company. Strong analytical, communication, and teamwork skills have allowed me to excel in various environments. Eager to contribute to the success of the team and continue developing professional skills. Positive attitude and commitment to continuous learning and growth, ready to take on new challenges and make a valuable contribution to your organization.
Overview
17
17
years of professional experience
Work History
Vice-President
Psi Chi International Honor Society In Psychology - Psi Chi Chapter
01.2025 - Current
- Serve as the program chair for the chapter
- Introduce speakers at meetings and programs
- Obtain facilities for meetings and programs
- Ensure that all meetings and programs are properly publicized via flyers, email, social media, advertisements, etc
- Keep in close contact with the President, Faculty Advisor, and chairs of committees; offer to assist these individuals as needed
- Perform the President's duties either (a) in the absence of the President or (b) at the President's request
- Represent Psi Chi whenever the occasion arises
Child Advocate
Justice For Children
12.2024 - Current
- Handle 50% assigned child abuse related cases review and become thoroughly familiar with 65% assigned cases
- Advocate between 45%-60% for child safety and justice via letters, emails, and phone calls to relevant parties
- Interact routinely 70% with social workers, law enforcement, medical and mental health professionals, attorneys, judges, school personnel and others to seek justice for abused children
- Gather, review and assess 75% pertinent case-related documentation to determine appropriate services
- Utilize the Internet and other resource tools to locate and refer callers to appropriate services
- Document 85% of calls and enter data in OneNote and excel
- Maintain client confidentiality at all times
- Participate in 65% Court Watch: attend and monitor Criminal and Family court proceedings in relevant child protective cases
- Participate in outreach events
- Complete all other job related tasks assigned by JHC management
Senior Behavioral Coordinator
United Healthcare Group
09.2019 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
Customer Service Representative Lead ECS - Behavior Clinical Operations
UnitedHealth Group
09.2019 - Current
- Answer 95% of incoming calls from members, providers, and facilities to identify and research the type of assistance the customer needs (i.e
- Benefits and eligibility, claims, authorizations for mental health treatment, and explanation of benefits
- Responsible for protecting the privacy of the member's personal health information and medical records
- Conduct over 65% of OP, IP, PHP, RTC IOP authorizations for mental health and substance abuse per month
- Provide over 85% of members, providers, and facilities benefits for commercial, medicare, and Medicaid plans, Centralized Appointment Search referrals requests, tools, and resources
- Respond to 85% of calls from members and providers to help answer questions and resolve issues regarding health care, eligibility and claims
- Assist 65% CCP's with handling call-related issues and overcoming obstacles and building resolutions, supervisor escalation calls
Customer Care Representative
Alorica
10.2017 - 09.2019
- Update customer demographic and payment information for a market of 2,300 clients per month
- Answer 1,200 calls a month and verify medical insurance and order OTC products for over 80 clients per day
- Responsible for adhering to company policy by protecting all privacy information that includes medical records for over 150 customers per week
- Provide 85% products/services information and resolve any emerging problems that our customer accounts may be faced with accuracy and efficiency
Program Outreach Recruiter and Community Liaison
El Camino College
03.2008 - 09.2017
- Responding to over 200 new and continuing students to coordinate and schedule program orientations and presentations per semester
- Accurately file, log, and update information for over 2,500 new and continuing students per month
- Responsible for 40% new students and 65% of continuing student program in-take applications
- Fax documents to appropriate departments; data entry; word processing; sorting documents; distributing documents to various departments; answer inbound and outbound calls
Education
B.S. degree - Psychology
University of HoustonDowntown
Houston, TX12-2025
AA degree - Social & Behavioral Science
El Camino College
Torrance, CA01.2014
Skills
- Effective team leadership
- Strategic networking skills
- Analytical decision-making
- Problem-solving skills
- Cultural awareness
- Community outreach
- Understanding of child development
- Fostering emotional intelligence
- Proficient in task management
- Efficient data management
- Collaborative relationship cultivation
- Crisis management coordination
Timeline
Vice-President
Psi Chi International Honor Society In Psychology - Psi Chi Chapter
01.2025 - Current
Child Advocate
Justice For Children
12.2024 - Current
Senior Behavioral Coordinator
United Healthcare Group
09.2019 - Current
Customer Service Representative Lead ECS - Behavior Clinical Operations
UnitedHealth Group
09.2019 - Current
Customer Care Representative
Alorica
10.2017 - 09.2019
Program Outreach Recruiter and Community Liaison
El Camino College
03.2008 - 09.2017
B.S. degree - Psychology
University of HoustonDowntown
AA degree - Social & Behavioral Science
El Camino College
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