Sheilah Burfict

Customer service team lead with 4+ years directing a remote healthcare call center team and 9 years of patient access and insurance experience. Skilled in team coaching, quality monitoring, escalation management, and performance improvement — bilingual in Spanish and English.

Customer Service Team Lead - CleanSlate Centers, Inc. & Total Wellness, LLC

(2022-10 - 2026-09)

• Led a team of centralized call center agents, providing guidance, support, and coaching to ensure optimal performance and adherence to company protocols.
• Served as the primary point of contact for escalated issues, addressing complex concerns and promptly resolving patient inquiries.
• Trained and mentored team members, ensuring consistent alignment with company policies and best practices.
• Monitored daily call volume and reviewed call recordings, providing feedback and ensuring compliance with Quality Assurance (QA) standards.
• Ensured compliance with confidentiality standards, company policies, and industry regulations.
• Managed and supported special projects that contributed to operational enhancements and process optimization.

Remote Patient Support Agent / Call Center Representative – Bilingual - CleanSlate Centers, Inc. & Total Wellness, LLC

(2020-08 - 2022-10)

• Answered and managed an average of 75-100 inbound/outbound calls per day plus emails and online chat, meeting KPIs.
• Completed new patient registration, healthcare insurance verification, and scheduling using computerized scheduling systems.
• Maintained accurate patient accounts by obtaining, recording, and updating personal, financial, and insurance information.
• Provided support, patience, and compassionate customer service; multi-tasked and problem-solved based on patients' needs.

Patient Service Specialist II – Otolaryngology, Family Medicine - Baylor Scott & White Family - Killeen, TX

(2013-04 - 2020-07)

• Verified insurance, co-pay, authorizations, and referrals in EPIC; received insurance authorizations for specialist visits.
• Completed new patient registration and scheduling; ensured orders, referrals, and appointments were completed prior to follow-up visits.
• Advised patients on financial arrangements; confirmed next-day appointments with correct location and report time.
• Aided in training new staff in the department.

Associates Degree - Network System Administrator - Central Texas College