Amy Macias

Woodridge, IL *****

ad00km@r.postjobfree.com

+1-772-***-****

Work Experience

Lead Care Coordinator

LifeTech/RehabTech Supply - Elmhurst, IL

April 2020 to Present

• Lead a team of 10 customer service representatives in the Intake department, responsible for handling DME orders and complex order processing.

• Achieve team goals by setting job expectations, assessing performance, providing coaching and guidance, addressing employee issues, and establishing and enforcing policies, procedures, and productivity standards.

• Monitor a multi-line phone system to ensure individuals that are answering inbound calls from customers are doing so in a timely manner, phone queues have enough agents covering and drop in on calls for new employee to coach when needed.

• Oversee all pending work orders and collaborate with other departments and the sales team to ensure the retrieval process of all clinical information and authorization requests are completed in a timely manner.

• Act as the primary point of contact for managing customer escalations and addressing sensitive customer concerns. This involves investigating the root causes of issues and collaborating with others to enhance overall processes, ensuring resolutions are achieved.

• Own overall performance metrics for the Intake team and coach team members to meet/exceed their goals

• Created and currently maintain tools designed to aid in formula calculations, qualification processes, and productivity guidelines for enhanced effectiveness. Residential Trainer to In-home Behavior Tech

Helping Hand Foundation

April 2015 to October 2019

· Maintained flow chart of the client’s current house stock and clothing needs, also logged physical and mental challenges and accomplishments.

· Assisted with recreational activities, occupational therapy, and medicine administration.

· Maintained a daily journal of notes detailing daily activities and reported any signs of physical or cognitive difficulties to the family and visiting nurse.

· Provided support to individuals by aiding and training in budgeting, banking, comparative buying, and financial documentation.

· Participated in the Individual Support Planning Process by attending and contributing to annual meetings.

· Maintained daily behavior logs, provided weekly updates on program outcomes, verified outcome progress, and completed monthly reports documenting daily communication. Customer Service Representative

LifeTech/Rehabtech Supply

June 2009 to November 2014

· Responsible for intake of sleep therapy, oxygen, and high-acuity orders, including the review of supporting clinical data for qualification.

· Coordinated equipment delivery with patients for hospital discharges and home setups.

· Scheduled appointments for sleep therapy setups and mask refits.

· Managed recurring supply orders for trach, oxygen, and CPAP patients.

· Arranged setups for overnight oximetry orders, downloaded data to generate reports.

· Generated and track the return of initial and renewal CMN's.

· Assisted patients with billing questions, troubleshot masks and sleep equipment.

· Created and distributed custom supply lists with pictures when needed of provider allowable to ease reordering of complex cases.

Education

Certification in Medical Billing & Coding

Everest College-Phoenix - Burr Ridge, IL

March 2004 to April 2005

Associates Degree in Business Administration

Robert Morris University

Skills

• Microsoft Office Suite (Excel, Outlook, PowerPoint, Word) Bilingual

• Call center management

• Leadership

• Process improvement

• EMR systems

• ICD-10

• Insurance Verification

Links

linkedin.com/in/amy-macias-4a48b6293

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