Tatiana Burkins
Healthcare Customer Support
Dallas,TX
Summary
Customer Service Specialist with over 10 years of experience in high-volume, fast-paced, and fully remote environments. Adept at providing compassionate, solution-driven support in healthcare and benefits administration. Strong in multichannel communication, technical troubleshooting, and stakeholder engagement. Proficient in support tools like Zendesk, Jira, Slack, Confluence, and the Microsoft Office Suite. Proven success improving customer satisfaction, streamlining support operations, and maintaining HIPAA-compliant service delivery.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Benefits Customer Support Specialist II
Partner Hero
Dallas, TX
05.2024 - Current
- Provided high-quality, empathetic support for healthcare benefits inquiries in a remote, fast-paced environment.
- Handled a wide range of client and provider concerns, troubleshooting system and account issues while ensuring compliance with industry standards.
- Delivered support via email, chat, and phone on topics including plan enrollment, eligibility, claims processing, billing, and technical troubleshooting.
- Achieved high first-contact resolution rates, reducing repeat inquiries and improving satisfaction scores.
- Used Zendesk to manage and document tickets efficiently, ensuring prompt follow-up and escalation when needed.
- Collaborated with internal teams via Slack and tracked product bugs/issues using Jira for timely resolution.
- Contributed to and maintained internal documentation using Confluence, ensuring support processes remained accurate and updated.
Radiology Dispatcher
Trident Care
Dallas, TX
01.2020 - 05.2024
- Acted as a key liaison between patients, healthcare providers, and internal teams to coordinate radiology services and ensure smooth service delivery across remote operations.
- Scheduled and confirmed radiology procedures while optimizing use of staff and equipment across multiple regions.
- Fielded and resolved calls from patients, physicians, and healthcare personnel, offering clear and concise guidance.
- Entered and maintained accurate information within Electronic Health Records (EHR) and Radiology Information System (RIS) platforms.
- Delivered pre-procedure instructions to patients, minimizing procedural disruptions and increasing preparedness.
- Worked collaboratively with technologists and nurses to streamline patient flow and minimize wait times.
- Ensured full compliance with HIPAA regulations during all patient interactions and data entries.
Customer Service Specialist
The Potter's House
Dallas, TX
01.2017 - 01.2020
- Delivered comprehensive customer support for internal and external clients, focusing on financial transactions, issue resolution, and data accuracy in a large-scale ministry setting.
- Processed payment transactions with 95% on-time success rate, reducing outstanding receivables by 21%.
- Resolved over 90% of customer inquiries at first contact, boosting client satisfaction and retention.
- Implemented and monitored quality control standards, reducing recurring complaints and increasing team performance.
- Provided support via phone, email, and live chat, adjusting communication style for diverse client needs.
- Maintained sensitive customer records securely, adhering to internal privacy policies and data regulations.
Customer Support Representative
Texas Pain Physicians
Dallas, TX
06.2015 - 01.2017
- Provided front-line patient support across clinical and administrative channels, resolving high volumes of inquiries related to medical services and insurance.
- Handled inbound and outbound communications via phone, email, and web-based platforms, supporting patient needs across multiple departments.
- Responded to inquiries regarding appointments, billing, insurance coverage, and pre-authorization processes.
- Coordinated with healthcare staff to ensure accurate, timely delivery of patient information and services.
- Maintained low escalation rates and high customer satisfaction through proactive, solution-based service.
- Navigated EHR systems and insurance verification tools to provide real-time support and updates.
Education
HS Diploma -
Lancaster High School
Lancaster, TXSkills
- Zendesk
- Outlook
- Excel
- Microsoft Word
- Microsoft Teams
- Slack
- Freshdesk
- Confluence
- Jira
- Salesforce
- Zendesk
Technical Skills
Zendesk, Salesforce, Jira, Confluence, Freshdesk, Slack, Microsoft Teams, Microsoft Word, Excel, Outlook, PowerPoint, EHR, RIS, CRM platforms, Benefits Administration, HIPAA Compliance, Claims & Billing Support, Technical Troubleshooting, Multichannel Communication, Escalation Management, Remote Operations, Knowledge Base Management
Certification
Texas Health & Life Insurance License
Timeline
Texas Health & Life Insurance License
07-2024
Benefits Customer Support Specialist II
Partner Hero
05.2024 - Current
Radiology Dispatcher
Trident Care
01.2020 - 05.2024
Customer Service Specialist
The Potter's House
01.2017 - 01.2020
Customer Support Representative
Texas Pain Physicians
06.2015 - 01.2017
HS Diploma -
Lancaster High School
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