Jon Jackson
Clearwater,Florida
Summary
Results-driven Customer Experience Supervisor with 10+ years of experience with expertise in CRM software, patient care, insurance verification, problem-solving, and HIPAA compliance. Proven track record in mentoring teams and enhancing patient interactions to drive satisfaction and operational efficiency.
Overview
3
3
Languages
16
16
years of professional experience
Work History
Customer Experience Supervisor
TelyRx
07.2022 - Current
- Worked directly under the Customer Experience Director, I helped mentor and train 15+ associates
- Pioneered creation of initial company website, and was responsible for its constant improvements in collaboration with leadership and other teams based on patient, and practitioner feedback.
- Delivered exceptional customer support through phone, email, live chat, and messaging platforms, ensuring timely and empathetic resolution of customer inquiries.
- Assisted patients with medication orders, prescription-related questions, billing concerns, and account issues while maintaining compliance with privacy and healthcare regulations. Built and maintained strong customer relationships by providing personalized product recommendations, education, and ongoing support to improve the patient experience.
- Maintained in-depth knowledge of pharmacy products, services, and company policies to provide accurate information in a fast-paced healthcare environment.
- Monitored service quality and ensured customer interactions met company standards for accuracy, professionalism, and customer satisfaction.
- Trained and mentored new team members on customer service best practices, workflows, and company procedures to promote consistent performance.
- Assisted management by monitoring team productivity, providing coaching and feedback, and helping improve operational efficiency and customer satisfaction.
- Identified customer trends, recurring issues, and process improvement opportunities, communicating findings to leadership to enhance services and workflows.
- Collaborated with cross-functional teams, including pharmacy and operations staff, to resolve complex customer concerns and improve service delivery.
- Consistently met or exceeded key performance indicators (KPIs), including response times, quality metrics, customer satisfaction, and productivity goals.
- Demonstrated strong leadership, problem-solving, conflict resolution, and organizational skills while supporting daily operations and fostering a positive team environment.
Licensed Practical Nurse
HCA Healthcare Inc.
07.2018 - 07.2022
- Provided direct patient care by assessing health status, monitoring vital signs, and documenting patient progress accurately.
- Administered prescribed medications and treatments in accordance with physician orders and nursing standards.
- Assisted with wound care, dressing changes, catheter care, and other clinical procedures while maintaining infection control protocols.
- Collaborated with registered nurses, physicians, and interdisciplinary healthcare teams to develop and implement patient care plans.
- Educated patients and families on medications, treatment plans, disease management, and healthy lifestyle practices.
- Maintained accurate electronic medical records (EMRs) and ensured compliance with HIPAA and healthcare regulations.
- Assisted patients with activities of daily living (ADLs), promoting comfort, dignity, and independence. Collected specimens, performed routine diagnostic procedures, and monitored patient responses to treatment.
Pararescue
United States Air Force, USAF
06.2015 - 12.2017
- Conducted personnel recovery and rescue operations in high-risk, remote, and hostile environments.
- Provided advanced emergency medical care, trauma treatment, and life-saving interventions during rescue missions and training exercises. Executed airborne, waterborne, mountain, and arctic operations using specialized rescue techniques and equipment.
- Collaborated with multidisciplinary teams to plan, coordinate, and execute complex rescue and recovery missions.
- Operated effectively under high-pressure conditions while making critical decisions to ensure mission success and personnel safety. Received Honorable Discharge upon being awarded the Purple Heart meda
Customer Service Associate
Walgreens
01.2011 - 06.2015
- Assisted customers with product inquiries and resolved issues efficiently.
- Processed transactions accurately using point-of-sale systems.
- Maintained inventory levels through regular stock checks and replenishment.
- Educated customers on promotions and loyalty programs to enhance engagement.
Pharmacy Technician
Walgreens
01.2011 - 03.2013
- Processed prescriptions accurately to ensure patient safety and compliance with regulations.
- Assisted pharmacists in medication management, enhancing workflow efficiency and customer satisfaction.
- Maintained inventory control by monitoring stock levels and placing orders for pharmaceuticals.
- Educated patients on medication usage and potential side effects to promote adherence and understanding.
- Was promoted to Lead Pharmacy Tech after being discharged from Air Force
Education
Bachelor of Science - Public Health
University of South Florida
01-2020
Skills
- Call center experience
- CRM software
- Customer empathy
- Customer acquisition
- Medication administration
- Vital signs monitoring
- HIPAA compliance
- CPR
- BLS
- PALS
- ACLS
Jefferson Award for Community Service
- Recognized for outstanding commitment to community service, leadership, and meaningful volunteer contributions that created a positive impact on individuals and the community.
- Demonstrated dedication to civic engagement through sustained service, initiative, and collaboration to address community needs.
Languages
English
Native or Bilingual
Spanish
Professional Working
German
Native or Bilingual
Timeline
Customer Experience Supervisor
TelyRx
07.2022 - Current
Licensed Practical Nurse
HCA Healthcare Inc.
07.2018 - 07.2022
Pararescue
United States Air Force, USAF
06.2015 - 12.2017
Customer Service Associate
Walgreens
01.2011 - 06.2015
Pharmacy Technician
Walgreens
01.2011 - 03.2013
Bachelor of Science - Public Health
University of South Florida