Helen Jackson
Aubrey,TX
Summary
Experienced Experience Manager with a proven track record in enhancing customer satisfaction and operational efficiency. Expertise in leading teams and implementing strategic initiatives that drive positive customer experiences. Recognized for strong leadership and process optimization skills, resulting in improved team collaboration and business performance.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Clinical Operations Analyst
CENCORA
02.2022 - Current
- Clinical Operations Analyst is responsible for identifying opportunities to improve the Customer Experience and drive clinical best practice while collaborating closely with senior leaders, internal partners to drive projects and other quality initiatives forward to successful completion
- Create and implement new uptraining opportunities for case managers and nurses by utilizing SOPs, Job Aids, Training Documents and client approved materials.
- Develop training videos for Sharepoint site, including knowledge checks and attestations.
- Identify opportunities to improve the Customer Experience and drive clinical best practice while collaborating closely with internal partners to drive projects and other quality initiatives forward to successful completion.
Nurse Navigator
Nurse Navigator – Dupixent MyWay
08.2020 - 02.2022
- Patient Support Program nurse providing education and support for patients about biologic to treat their chronic conditions treating by biologic, Dupixent
- Educated patients on eligible Patient Support Programs and provide guidance on how to apply for these programs, including any supporting documents needed.
- Mentored new nurses to be successful in their role.
- Exceeded expectations resulting in meeting target bonus each year.
Managing Partner
HRHC, LLC
08.2019 - 08.2020
- Company Overview: remote
- Management and operational oversight of new accounts and resource planning.
- Responsible for creating and implementing client contracts.
- Managed new client relationships resulting in increased services and new business referrals.
- Created compensation analysis for clients with unique roles within their company.
- Developed and presented training materials for each individualized client need.
- Remote
Clinical Director of Operations
Cigna
Plano, USA
07.2018 - 08.2019
- Company Overview: Plano TX
- Management and operational oversight of the Premium Solutions Programs located at the Plano office. These multi-disciplinary programs consist of case management and health and wellness teams.
- Managed diverse supervisor teams of 6 direct reports and 95 indirect reports.
- Collaborated with 32 clients, sales teams, and aligned brokers for 525,000 lives.
- Responsible for Premium Solutions program KPI results for the Plano location.
- Met client financial performance guarantees to prevent payout of 1.5 million a year.
- Provided operational effectiveness while maintaining quality standards and customer satisfaction.
- Ensured teams are prepared for audits for NCQA and URAC compliance.
- Lead the clinical teams during audits with brokers and clients.
- Participated in on-site client visits and broker site visits.
- Oversight of hiring for Plano programs.
- Plano TX
Personal Health Team Manager
Cigna
Plano, USA
06.2011 - 07.2018
- Company Overview: Plano TX
- Supervised a diverse team of telephonic Nurse Case Managers and Health Coaches (registered nurses, health educators, and licensed behavioral counselors)
- Managed and mentored between 20-25 multi-disciplinary team members.
- Ensured team members were meeting or exceeding SLAs.
- Supported regional and national accounts for case management and health coaching needs.
- Reviewed high-cost claimants to determine cost mitigation opportunities.
- Partnered with account team, internal and external matrix partners, broker and the clients to meet the client’s expectations of the Personal Health Team program.
- Ensured the client’s objectives for their populations are being met for population and chronic condition management.
- Collaborated with Medical Directors and Cigna pharmacist to support team use of evidenced base guidelines and prevention of hospitalization readmissions.
- Verified team compliance with NCQA and URAC standards.
- Participated in multiple projects to develop process best practices and efficiencies.
- Plano TX
Team Leader
United Healthcare/Optum
Plano, USA
07.2008 - 06.2011
- Company Overview: Plano TX
- Team Lead for custom client accounts with high performing telephonic nurse case manager team.
- Trained and mentored 11 RN Case Managers to provide disease management and case management to three designated clients.
- Consistently exceeded or met client performance guarantees.
- Promoted collaboration among all internal and external matrix partners to achieve goals.
- Managed escalated customer issues to resolution.
- Audited cases monthly to ensure URAC compliance.
- Plano TX
RN Case Manager
United Healthcare/Optum
Plano, USA
10.2006 - 07.2008
- Company Overview: Plano TX
- Case Manager for commercially insured patients providing preadmission and post discharge support after hospital admissions.
- Plano TX
DFW Regional Manager
Smooth Solutions Laser Hair Removal
Plano, USA
09.2005 - 10.2006
- Operational manager for 3 laser clinics: Plano, Lewisville, and University Park locations.
- Managed 30 clinical and non-clinical employees.
- Responsible for recruitment and retention of staff.
- P&L oversight, assessment, and management.
- Executive committee member involved in compensation reviews and key initiatives.
- Managed complex customer service escalations.
- Increased sales by 20% in first 90 days.
Labor & Delivery RN
01.2000 - 09.2005
- Coordinated efforts with obstetricians, pediatricians, and other healthcare experts to guarantee holistic care.
Education
Bachelor of Science - Nursing
Baylor University
Skills
- Microsoft Office Suite
- Collaboration tools
- Video editing software
- CRM management
- Workforce management solutions
- Audio editing
Certification
- RN, TX (Compact)
- CCM
Degree
BSN
Timeline
Clinical Operations Analyst
CENCORA
02.2022 - Current
Nurse Navigator
Nurse Navigator – Dupixent MyWay
08.2020 - 02.2022
Managing Partner
HRHC, LLC
08.2019 - 08.2020
Clinical Director of Operations
Cigna
07.2018 - 08.2019
Personal Health Team Manager
Cigna
06.2011 - 07.2018
Team Leader
United Healthcare/Optum
07.2008 - 06.2011
RN Case Manager
United Healthcare/Optum
10.2006 - 07.2008
DFW Regional Manager
Smooth Solutions Laser Hair Removal
09.2005 - 10.2006
Labor & Delivery RN
01.2000 - 09.2005
Bachelor of Science - Nursing
Baylor University
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