Jamal Harrington
Summary
Versatile professional combining healthcare claims expertise with hands-on behavioral health experience. Skilled in de-escalation techniques and customer-centric support, effectively contributing to patient care and satisfaction in fast-paced, multi-system environments.
Overview
5
5
years of professional experience
Work History
Mental & Behavioral Health Aide
West Central Georgia Regional Hospital
06.2025 - 01.2026
- Worked on a behavioral health unit with patients dealing with anxiety, depression, and crisis situations.
- Monitored patient behavior in clinical setting. promptly reporting concerns to nurses and clinical staff to ensure timely intervention.
- Stepped in during tense situations to help de-escalate and keep everyone safe.
- Talked with patients who were overwhelmed or upset and helped calm them down without making things worse.
- Supported patients in maintaining routines and daily structure to enhance stability and promote recovery.
- Documented mood changes in patients to identify potential issues and triggers, facilitating proactive prevention of escalation.
- Worked closely with nurses and staff to support overall patient care.
Customer Support & Claims Operations Specialist
Aflac
11.2021 - 06.2025
- Provided front-line digital and technical support for customers using Aflac’s self-service mobile app and web portal, resolving login errors, account access issues, navigation problems, and system-related inquiries.
- Managed and documented trouble tickets using internal support tools, ensuring accurate categorization, timely updates, and appropriate escalation to enhance customer resolution efficiency.
- Analyzed customer-reported problems to diagnose root causes and deliver first-contact resolution while meeting service level agreements (SLAs) in a high-volume call center environment.
- Maintained up-to-date knowledge of policies, procedures, digital platforms, and troubleshooting techniques to ensure accurate and compliant customer guidance.
- Delivered empathetic technical support by translating complex system information into clear explanations, improving user understanding and satisfaction.
- Worked effectively within a team-based support environment, balancing call workload, ticket management, and cross-functional communication.
- Supported CCPA-related calls, assisting California customers with data privacy requests, marketing affiliate opt-outs, and restrictions on information sharing in accordance with compliance guidelines.
- Partnered with internal cybersecurity and fraud teams to identify, document, and escalate suspicious activity, including compromised accounts, unauthorized access, and potential hacking incidents.
- Collaborated with platform developers and technical teams to report recurring system issues and validate fixes, contributing to improved user experience and reduced future inquiries.
Captioning Assistant
Hamilton Relay
10.2020 - 11.2021
- Provided real-time captioning support for individuals who are deaf, hard of hearing, or have speech disabilities.
- Achieved high accuracy and speed in transcribing live conversations, enhancing accessibility for users.
- Protected confidentiality and ensured compliance with FCC and relay-service standards to uphold service integrity.
- Exhibited strong attention to detail and consistency in a fast-paced environment, contributing to effective communication support.
Education
Nurse Aide Technical Certificate -
Columbus Technical College
Columbus, GA01-2016
Some College (No Degree) - Generative AI Foundations Certificate
Columbus State University
Columbus, GASkills
- Crisis intervention techniques
- Crisis management
- Mental health support
- Behavioral health strategies
- Patient-centered care
- Patient care coordination
- Patient observation
- Patient progress monitoring
- Patient intake processes
- Patient follow-up
- Clinical documentation
- Documentation integrity
- Patient advocacy
- Patient education
- Emotional support techniques
- De-escalation
- Empathetic communication
- Interdisciplinary teamwork
- Time management
- Task management
- Interaction documentation
Timeline
Mental & Behavioral Health Aide
West Central Georgia Regional Hospital
06.2025 - 01.2026
Customer Support & Claims Operations Specialist
Aflac
11.2021 - 06.2025
Captioning Assistant
Hamilton Relay
10.2020 - 11.2021
Nurse Aide Technical Certificate -
Columbus Technical College
Some College (No Degree) - Generative AI Foundations Certificate
Columbus State University