Kaydiann Baker

Kaydiann Baker Kingston, Jamaica PROFESSIONAL SUMMARY 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 (50+ daily) 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