Kaydiann Baker

Customer Support & Case Management Specialist with 7+ years of experience supporting international clients in healthcare and insurance environments. Skilled in managing end-to-end processes, resolving complex customer issues, and guiding clients through Medicaid qualification for long-term care. Proficient in CRM systems, Quickbase, and remote collaboration tools, with a strong ability to work independently and deliver high-quality service.

CORE SKILLS

Customer Support (Phone, Email, Chat)

Case Management & Client Coordination

Medicaid Application Processing

CRM Systems (Salesforce, Genesys Cloud CX, Quickbase)

Data Entry & Documentation

Issue Resolution & De-escalation

Healthcare & Insurance Support

Remote Tools (Slack)

Time Management & Multitasking

PROFESSIONAL EXPERIENCE

Case Manager

VLBPO | March 2026 – Present

Guide applicants through the Medicaid qualification process for nursing home placement from start to finish

Collect, review, and update client information in Quickbase to ensure accurate case tracking

Communicate with clients to gather required documentation and provide status updates

Coordinate with internal teams and external parties to ensure timely processing of applications

Manage multiple cases simultaneously while maintaining accuracy and compliance

Utilize Slack and internal systems for team communication and workflow management

Customer Service Agent

Sagility | July 2018 – March 2026

Handled high-volume customer interactions across phone and CRM systems

Resolved complex billing issues, claims inquiries, and insurance-related concerns

Documented all interactions accurately using CRM tools to ensure compliance and follow-up

Assisted members and providers with benefits, coverage, and claims processing

De-escalated challenging situations, maintaining professionalism and customer satisfaction

Supported team performance by assisting with peer guidance and coaching

Maintained strict compliance with HIPAA and data privacy standards

TOOLS & SYSTEMS

Salesforce

Genesys Cloud CX

Quickbase

Slack

Microsoft Office (Word, Excel, Outlook)

EDUCATION

High School Diploma