Mark Jackson
Fort Worth,TX
Summary
Experienced leader with over 3 years of experience in healthcare and billing setting and over 15 plus years in customer service. These include callbacks, claims, benefits, escalations, and policy. I'm excited to bring my proven skills and leadership to Grow Therapy's Claims Specialist team.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Member Service Specialist Remote
HealthEquity
Irving, TX
11.2021 - Current
- Triaged inbound calls regarding the administration of clients Health Savings and Reimbursement Accounts.
- Collaborated with healthcare providers to resolve issues related to denied or delayed claims.
- Review multiple insurance carrier's policies and determine patient's coverage of eligible items.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Worked closely with team members and other departments within the organization on matters relating to health insurance claims processing.
- Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.
Sortation Associate
Amazon
Irving, TX
02.2021 - 10.2021
- Maintained accuracy and speed in sorting packages according to size, weight, and destination.
- Ensured all safety regulations were followed at all times while operating machinery.
- Communicated effectively with supervisors regarding progress updates on assigned tasks.
- Met demanding performance targets by collaborating efficiently and backing up fulfillment team members.
Guest Assistance Specialist
Hilton
Carrollton, TX
10.2011 - 11.2020
- Handled inbound calls to assist customers with account issues with booking hotel, password resets, account activations, and billing inquiries.
- Provided remote troubleshooting for customer hardware and software issues.
- Participated in team meetings to discuss strategies for improving service levels.
- Adhered to all Hilton Honor policies and procedures.
- Consistently met performance benchmarks in all areas
Education
Associate of Arts - Photography
Art Institute of Dallas
Dallas, TX 1990.08 - 1992.04
Skills
- Customer Experience
- Contact Center
- KPI (NPS,AHT,MTR)
- CMS 1500
- Benefits Verification
- HIPAA Compliance
Certification
- Customer Service Foundation Certificate - LinkedIn Learning (August 2021)
Timeline
Member Service Specialist Remote
HealthEquity
11.2021 - Current
Sortation Associate
Amazon
02.2021 - 10.2021
Guest Assistance Specialist
Hilton
10.2011 - 11.2020
Associate of Arts - Photography
Art Institute of Dallas
1990.08 - 1992.04