Client Care Team Manager

Jackleen Houchens has worked in the Medicare Advantage Industry for the past 8 years, collaborating with health plans, healthcare providers, brokers, and Medicare beneficiaries to support Medicare beneficiary health outcomes and satisfaction.

In her current role as the Client Care Team Manager at Advocate Health Advisors, she leads a dedicated and trained team that directly provides on demand customer support and services to Medicare beneficiaries on behalf of top insurance brokers.

Prior to joining Advocate Health, Jackleen was the Network Operations Manager for a managed services organization based in Tampa, Florida. There, she worked closely with healthcare providers and carriers to improve star ratings and close care gaps. This role allowed her to gain a deep understanding of HEDIS, CAHPS, HOS, and the workings of Part C and D contracts from a value-based and financial perspective. In this capacity, she advised providers on clinical documentation and worked directly with star ratings teams from major carriers to deliver high results.

Jackleen now brings her insights to brokers nationwide. She aims to raise awareness about the prevalent and often preventable challenges MA plan members can face when accessing care, the role of brokers in the industry's value stream, and how brokers can contribute to enhancing health outcomes.