Tay Burke

Supervise and evaluate clinic administration care service agents, supporting hiring, training, scheduling coverage, and performance appraisals. Handle escalated calls and complete special projects as assigned.

Coordinated in-home visit scheduling with physicians and nurse practitioners while handling high-volume calls and chat inquiries. Maintained up-to-date patient records and ensured HIPAA-compliant communication with patients, healthcare professionals, and insurance companies.

Delivered customer support for healthcare services, insurance coverage, billing, and claims, assisting patients and families with plan navigation and appointment scheduling. Processed insurance verifications and prior authorizations, maintained HIPAA-compliant CRM documentation, and trained/mentored team members to meet productivity and satisfaction metrics.

Led a team of call center agents to ensure adherence to schedules, call-handling protocols, and customer service standards while managing escalated calls. Scheduled and ran coaching sessions, addressed performance and disciplinary issues, and participated in interviewing applicants for department roles.

Provided technical help desk support and maintained accurate CRM records to support seamless data management. Supported desktop configuration management and IT hardware/software inventory accuracy, troubleshooting browser and plugin performance issues and delivering user documentation and training.

Responded to client inquiries, maintained client lists, and served as a liaison by providing tax return copies and updates on filing status. Generated customer reports regarding balances due while following company policies and ethics standards.

Loaded store delivery trucks, unloaded incoming shipments, and organized loading docks to reduce clutter and prevent collisions. Maintained clean trucks by removing debris, trash, and grease build-up after deliveries.

Sold kitchen and bathroom products, assisting customers through the sales process and supporting a successful delivery experience. Packed down merchandise using store equipment and identified opportunities to offer additional products and services.

Managed and directed the customer service team to meet and exceed customer service goals. Developed and implemented customer service policies and procedures, assisted with scheduling, and supported frontline operations.

Processed customer purchases by itemizing and totaling transactions, recording taxable and non-taxable items, and operating a cash register. Handled cash, checks, and charge payments, verified credit acceptance, balanced cash drawers, and provided pricing information while following checkout policies and procedures.

Earned an Associate’s Degree in Individual Studies from Ulster County Community College in June 2015.