Kathy Baeza

Experience

• 

  Elmhurst IL

  Nov 2005 - Aug 2008

  Lincare Inc.

  Customer Service Team LeaderCompleted various duties that required accuracy, organization, and direct interaction with other individuals in demanding situations on daily basis. Responsible for multiple tasks including order intake, insurance verification, obtaining all necessary documents needed for billing purposes, reimbursement authorization and confirmation, maintaining a relationship with patients, billing department, as well as the referral sources. ● Developed customer relations to enhance referrals from hospital case managers and social workers resulting in an increase in core product referrals annually. Show less

• 

  Integra Healthcare Equipment

  Aug 2008 - now

  Customer Service Manager

  Manage a centralized team of 12 customer service representatives for 5 locations in Illinois, Wisconsin, Missouri and Michigan. Responsible for overseeing the intake process of over 2000 durable medical equipment referrals weekly via phone, email and fax, ensuring quality assurance via phone monitoring and review products and pricing entries. Build customer relations and support for long term care and hospice customers. ● Launch of the customer service and intake 24/7 program which allowed me to ramp up customer support services and provide products and services to customers around the clock, 365 days a year.● Effectively manage three or more simultaneous, new customer on-boarding projects in partnership with the sales and operations support teams.● Lead the development and implementation of performance and quality improvement initiatives to track customer service productivity to improve customer perception of care survey scoring results, reduce staffing related expenses and increase healthcare accreditation compliance during surveys. Show less