Kaila Jackson

Strategic, resilient, and unapologetically driven. With over seven years of experience in healthcare advocacy, call center operations, and business development, I specialize in navigating complex systems with empathy, precision, and emotional intelligence. Most recently, I served as a Tier 3 Healthcare Advocate at Everise, where I resolved escalated member issues, optimized workflows, and maintained compliance—all while working remotely and protecting sensitive boundaries.

Healthcare support specialist with over 7 years of experience in patient coordination, insurance verification, and remote customer service. Proven success in resolving complex member issues, managing high-volume workflows, and maintaining HIPAA compliance across multiple platforms. Skilled in EMR systems, data entry, and benefits navigation. Recent roles include:

Tier 3 Healthcare Advocate Everise | Remote | July 2025 – October 2025 Delivered escalated support for healthcare inquiries, achieving a 97% satisfaction score while maintaining strict data boundaries.

Level 3 Technical Support Specialist Transcom Worldwide | Gastonia, NC | May 2024 – July 2025 Resolved system issues impacting patient care and mentored support agents, boosting first-call resolution rates by 20%.

Medicare Risk Adjuster RemX Staffing | Gastonia, NC | Jan 2024 – May 2024 Audited EMRs for HCC compliance and improved billing workflows for faster reimbursements.

Remote Member Engagement Coordinator Benelynk | Remote | Jun 2023 – Dec 2023 Screened Medicaid/SNAP eligibility and maintained a 75% conversion rate through compassionate communication.

Customer Service Representative Vision Service Plan (VSP) | Remote | Oct 2022 – May 2023 Handled insurance claims and benefit inquiries with a 96% satisfaction rate.

Patient Care Coordinator Alorica | Gastonia, NC | Nov 2021 – Aug 2022 Scheduled appointments and improved care delivery workflows, reducing wait times by 20%.

Bachelor of Science in Business Administration – Healthcare Management DeVry University | Graduated April 2023 Focused on healthcare systems, operational strategy, and compliance frameworks. Coursework included medical billing, health policy, and organizational leadership—supporting your transition into remote healthcare advocacy and business development.

Certifications

Google IT Support Professional Certification – 2023

Datacom Service Desk Simulation – 2024

Certified Professional Coder (CPC) – In Progress