Honor Society® member
FELICIA MACK
Behavioral Health Customer Service Lead at * Answer 95% of incoming calls from members, providers, and facilities to identify and research the type of assistance the customer needs (i.e. benefits and eligibility, claims, authorizations for treatment, and explanation of benefits * Responsible for protecting the privacy of the member’s personal health information and medical records. * Conduct over 65% of OP, IP, PHP, RTC IOP authorizations for mental health and substance abuse per month * Provide over 85% of members, providers, and facilities benefits for commercial, Medicare, and Medicaid plans, Centralized Appointment Search referrals requests, tools, and resources Respond to 85% of calls from members and providers to help answer questions and resolve issues regarding health care and eligibility * Assist 65% CCP's with handling call-related issues and overcoming obstacles and building resolutions, supervisor escalation calls
- University of Houston-Downtown
- psychology/sociology
- Class of 2025
- THE WOODLANDS, TX
Member since December 2022
About
I am first generation in my family to attend and graduate from college. Throughout life experiences has given me my purpose to major in psychology and become a mental health behavioral specialist. I graduated from El Camino college with an associates in Sociology/Social Behavioral Science. While attending I became president of the CARE/PAHE (Parents Achieving Higher Education) club and helped organize fundraisers, on campus and off campus events. I want to continue working with mental health. I am a suicide survivor and founder of Luv2Floe Mind Over Matter. I want to give back and to be an asset to individuals that are struggling mentally, emotionally and physically. #MentalHealthMatters #Mind Over Matter.
Education
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Cal State Dominguez Hills
psychology
2014 – 2016
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El Camino College
psychology/sociology
2008 – 2014
Honors and awards
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Academic achievement award; over and above recognition
exceeding the goal of achievements
Goals and interests
- Career goal
Working with children, youth, and adults coming from diverse backgrounds suffering with mental health challenges, chronic and physical pain. To provide a buddy system, It's All About You social group, community events, mentoring programs. Mental health emergencies and non-emergency resources will be available.
My mission is breaking the silence and ending the stigma on mental health as well as to encourage, uplift, motivate, elevate, educate and to create new mindsets.- Outside the classroom
Writing, listening to R&B, jazz, hip hop, oldies, gospel and contemporary music. I love the outdoors, traveling, concerts, movies, spending time with family and friends and helping others.
Experience
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Behavioral Health Customer Service Lead
* Answer 95% of incoming calls from members, providers, and facilities to identify and research the type of assistance the customer needs (i.e. benefits and eligibility, claims, authorizations for treatment, and explanation of benefits * Responsible for protecting the privacy of the member’s personal health information and medical records. * Conduct over 65% of OP, IP, PHP, RTC IOP authorizations for mental health and substance abuse per month * Provide over 85% of members, providers, and facilities benefits for commercial, Medicare, and Medicaid plans, Centralized Appointment Search referrals requests, tools, and resources Respond to 85% of calls from members and providers to help answer questions and resolve issues regarding health care and eligibility * Assist 65% CCP's with handling call-related issues and overcoming obstacles and building resolutions, supervisor escalation calls
Sep 2019 – Present
Volunteering
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* Los Angeles Mission - May 2009 Distributed clothing, shoes, food items resources for emergency and non-emergency * Revlon Cancer Walk - Aug 2011 (Los Angeles, Ca) Issued t-shirts and water to participants, sponsorships * Special Olympics - June 2011 (Los Angeles) Distributed t-shirts, cheerleader, sponsorships Normandie Baptist Church - June - August 2017 (Los Angeles) Distributed clothing and food items Luv2Floe Mind Over Matter - May 2013 to Present Community service, setting up events and activities, providing mental health emergencies and non-emergency resources for individuals and families, social mentorship programs
LUV2FLOE MIND OVER MATTER
May 2013 – Sep 2017
Languages
- English (US)
Additional information
Organizations
