Jackie Collins

I’m a healthcare operations leader with 24+ years of combined experience across dental and health plan operations, focused on claims processing, appeals & grievances, and operational performance. I help teams improve turnaround accuracy, ensure compliance, and deliver consistent SLA and KPI results in regulated environments.

In my current role as Team Lead – Appeals & Grievances at PacificSource Health Plans, I oversee operational performance for A&G processes and serve as the primary liaison between customer service, operations, IT, quality, and leadership. I track and report operational metrics and service levels through monthly reviews, contributing to 98%+ on-time completion rates, and I lead root cause analysis to improve workflow efficiency and member/provider experience.

Previously as Business Analyst II, I partnered with Operations, Accounting, IT, Compliance, and customer service to support end-to-end healthcare operational workflows, including claims and operational reporting. I designed and maintained operational dashboards and performance reports using Excel, SQL, and BI tools, supporting data validation, issue resolution, and process improvements that increased operational efficiency and accuracy.

Earlier, as a Dental Claims Analyst II, I processed and analyzed dental claims while maintaining compliance, turnaround standards, and effective appeals and issue resolution workflows. I also bring operational leadership experience from the U.S. Navy Reserves, where I led teams under strict timelines and regulatory requirements, and I have 2003–2019 experience as a Dental Assistant.