LIBERTY Spotlight: Jackson

This month for our LIBERTY Employee Spotlight we are featuring two individuals. They have different roles at LIBERTY but the same last name. Shakira and DeMario Jackson are brother and sister the duo has made an impact at our LIBERTY Nevada office.

Both work with members and the two continue to excel in their roles of what is often very difficult work.

Shakira Jackson, Supervisor Member Services, works directly with our members and prides herself in helping her local community. “We’re often seen as the face of the State,” Shakira explains. Shakira is the reason why LIBERTY stresses having local representation. Shakira and her brother are born and raised in Las Vegas and because of this they have a better understanding of our members in Nevada. “I know the feeling well. I’ve been in their shoes,” Shakira expresses. Shakira has been a champion in helping create Grievance Assistance protocols. What used to take 30 days to resolve are now often solved in 2-3 days. Now our members can receive proper care in a shorter amount of time.

DeMario is a Manger for Utilization Management but has worn many hats at LIBERTY.?“My journey took a while from a Temp Agent, Member Service Rep, Help Desk, back to Supervisor in Member Services and now a Manager,” he explained. DeMario is a perfect fit for this new role because he is managing his previous position. The way he works with members is similar to the way he guides his supervisors now at LIBERTY. “I think, to have success with a call when the member becomes elevated, you’ve to stop thinking of yourself as a player and start thinking of yourself as a coach. You need to stand back and listen – guide them, gently, as best you can. I try to coach them into finding a resolution.” Sometimes it is hard to show empathy on a phone call but one thing DeMario emphasized was his tone. “I make people hear the smile in my voice.”

It’s safe to say, this duo uses empathy and compassion to handle what is often a very complex and difficult area. Thank you both for your willingness to step into any situation and lead with the member in mind.

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