Tamia Burleigh
Washington,DC
Summary
Healthcare and client support professional with a background in eligibility case management, dialysis patient care, and high-volume customer service. Recognized for maintaining 95% QA consistency, handling sensitive information with care, and resolving complex coverage, service, and care issues with accuracy.
Overview
12
12
years of professional experience
Work History
Case Manager
DC Health Benefit Exchange
Washington, DC
2025.09 - Current
- Oversaw eligibility case management for DC Health Benefit Exchange applicants and enrollees.
- Performed initial assessments to determine client eligibility for available programs and services.
- Directed escalated case reviews to ensure timely resolution of complex issues for clients.
- Advised customers on optimal coverage options and ensured compliance with renewal and enrollment requirements.
- Maintained accurate client records, communication logs, and case notes in secure systems.
- Balanced caseloads while maintaining thorough documentation and timely reporting.
- Contributed to team meetings and training sessions to improve coordination and service quality.
- Applied ethical standards to safeguard client confidentiality and sensitive information.
Patient Care Technician
Davita Dialysis
Washington, DC
2025.03 - 2025.05
- Work closely with nursing professionals to offer personalized care to dialysis patients, with a focus on their comfort and overall well-being.
- Regularly check vital signs, including heart rate and blood pressure, and monitor the dialysis machine throughout the treatment.
- Documented patient observations and vital signs, facilitating effective care and communication among the healthcare team.
- Educated patients on treatment plans and provided emotional support during sessions, and enhanced their treatment experience.
- Ensured a clean, welcoming environment for dialysis patients by disinfecting machines and promoting safety during treatments.
Customer Service Representative, Contractor
CRP Inc. - DC HealthLink Contact Center, Maximus
Washington, DC
2020.09 - 2025.03
- Manages high volumes of customer inquiries via phone and email
- Resolves customer issues efficiently and effectively, achieving a high satisfaction rate and quality assurance rating averaging 95% consistently
- Facilitated knowledge sharing among team members on unique inquiries, enhancing problem resolution for representatives
- Navigated multiple online systems handling caller personally identifiable information and protected health information, prioritizing confidentiality
- Strengthened back-office procedures by processing returned mail and providing training for improved operational efficiency
- Adhere to company policies and client requests per the Affordable Care Act
Quality Assurance Analyst
CRP Inc. - DC HealthLink Contact Center, Maximus
Washington, DC
2022.10 - 2025.01
- Administered 50+ internal quality audits weekly, assessing results to identify and implement corrective actions
- Analyzed quality and performance data to inform operational decision-making and enhance process improvement
- Collaborated with management to deliver training on improved processes and supported creation and maintenance of quality training materials
Assistant Trainer
CRP Inc. - DC HealthLink Contact Center, Maximus
Washington, DC
2023.08 - 2023.12
- Mentored and guided trainees, facilitating smooth onboarding process and improving trainee confidence
- Gained positive feedback for clearly explaining complex concepts, helping trainees grasp essential information
- Contributed to development and delivery of training programs for new and existing employees, enhancing overall training effectiveness
Behavioral Therapist
Center For Autism and Related Disorders, Inc.
Washington, DC
2019.06 - 2020.09
- Conducted 1-on-1 therapy sessions addressing social and behavioral challenges, enhancing patient coping strategies
- Responded effectively to crises and aggressive behaviors, skillfully mitigating conflicts with proven strategies
- Implemented behavioral intervention plans created by clinical supervisors
- Collected and analyzed session data to inform treatment planning and support ongoing assessment
- Facilitated group lessons on social skills and personal hygiene, promoting essential life skills and increasing patient engagement
Certified Home Health Aide
Georgetown Home Care
Washington, DC
2018.09 - 2020.01
- Assisted patients with dressing, grooming, and feeding needs
- Provided mobility assistance such as walking and regular exercise, overcoming and adapting to mobility restrictions
- Supported patients in completing daily tasks, easing family burden and promoting patient independence
- Facilitated daily living by transporting patients to appointments, maintaining clean personal spaces, and securing necessary supplies
- Created lasting connections with patients and families to enhance their care experience. with patients and families through kind interactions and a positive, outgoing attitude
Customer Care Representative
MTM, Medical Transportation Management
Washington, DC
2017.10 - 2018.01
- Defused volatile customer situations to restore customer satisfaction
- Addressed negative customer feedback with professionalism and patience to enhance customer experience.
- Effectively managed a high volume of inbound and outbound customer calls
- Referred unresolved customer grievances to appropriate departments for timely resolution
- Ensured adherence to HIPAA regulations
Sales Associate
RadioShack
Washington, DC
2014.07 - 2017.05
- Assisted customers in locating products and verifying availability in store system for other locations
- Accurately processed POS transactions, returning coins, currency, payment cards, and receipts to customers
- Processed returns, exchanges, and refunds per store policy to ensure customer satisfaction
- Organized racks and shelves to enhance store visual appeal and attract customers
- Rotated products and restocked shelves to maintain product availability and store appearance
- Prepared merchandise for the sales floor by pricing or tagging
Education
Associate of Arts - Health Aide
Opportunities Industrialization Center
Washington, DC2018-06
High School Diploma -
Ballou High School
Washington, DC2010-06
Skills
- Case management
- Healthcare regulations
- Data entry and management
- Familiarity with data systems
- Client advocacy
- Staff training and development
- De-escalation techniques
- Multitasking capabilities
- Effective communication
- Self-motivated
Timeline
Case Manager
DC Health Benefit Exchange
2025.09 - Current
Patient Care Technician
Davita Dialysis
2025.03 - 2025.05
Assistant Trainer
CRP Inc. - DC HealthLink Contact Center, Maximus
2023.08 - 2023.12
Quality Assurance Analyst
CRP Inc. - DC HealthLink Contact Center, Maximus
2022.10 - 2025.01
Customer Service Representative, Contractor
CRP Inc. - DC HealthLink Contact Center, Maximus
2020.09 - 2025.03
Behavioral Therapist
Center For Autism and Related Disorders, Inc.
2019.06 - 2020.09
Certified Home Health Aide
Georgetown Home Care
2018.09 - 2020.01
Customer Care Representative
MTM, Medical Transportation Management
2017.10 - 2018.01
Sales Associate
RadioShack
2014.07 - 2017.05
Associate of Arts - Health Aide
Opportunities Industrialization Center
High School Diploma -
Ballou High School