RAYSEAN PUGH

Lead daily operations of a high-volume remote call center team supporting patient access and clinic operations across multiple locations.

• Lead and develop a team of 20+ customer service representatives in a high-volume healthcare call center, improving performance, service quality, and employee engagement.
• Oversee day-to-day call center operations, ensuring adherence to service level agreements and performance standards.
• Analyze key performance metrics including AHT, ACW, FCR, adherence, and productivity to identify trends and implement targeted performance improvement strategies.
• Generate and deliver weekly performance reports to leadership, providing data-driven insights on team performance and operational opportunities.
• Conduct one-on-one coaching sessions and performance reviews to strengthen employee development and service delivery.
• Promote a culture of accountability, collaboration, and continuous improvement in a fully remote environment.
• Manage workforce coverage, approve timesheets, and ensure operational compliance with company policies and regulatory requirements.

Key Leadership Impact

• Analyze call center performance metrics and operational trends to identify improvement opportunities and inform leadership decision-making.
• Implement targeted coaching and workflow adjustments that improve team productivity, service quality, and adherence to operational standards.
• Partner with cross-functional teams including clinic staff and operations leadership to enhance patient communication workflows and service efficiency.
• Provide performance insights and operational reporting to leadership to support continuous improvement initiatives within the call center.

Delivered high-quality patient support and coordination services in a centralized healthcare call center environment.

• Managed high-volume inbound and outbound patient communications supporting multiple clinic locations.
• Scheduled patient appointments and coordinated care services with providers and clinic staff.
• Resolved patient concerns through effective service recovery and de-escalation techniques.
• Collaborated with clinical teams to ensure seamless communication and high-quality patient experiences.
• Coordinated patient referrals by obtaining authorizations and transmitting documentation to specialty providers.
• Initiated and led a process improvement project focused on enhancing team efficiency in bi-directional messaging workflows.

Directed daily operations of a residential rehabilitation program supporting adolescents with specialized care needs.

• Supervised and coordinated daily program operations, ensuring high-quality services for individuals receiving care.
• Managed recruitment, hiring, onboarding, training, and performance management for direct care staff.
• Conducted performance evaluations, corrective actions, and employee development planning.
• Maintained regulatory compliance with state and federal healthcare standards.
• Collaborated with nurses, case managers, and clinical teams to coordinate individualized care plans.
• Built strong relationships with families, guardians, and referral partners to support successful program outcomes.

• Provided personalized product recommendations and built strong customer relationships to enhance client experience.
• Maintained merchandising standards, inventory organization, and point-of-sale transactions.

• Delivered one-on-one behavioral therapy for children ages 2–10 using Applied Behavior Analysis techniques.
• Implemented individualized behavior intervention plans and tracked client progress using structured data collection.
• Collaborated with behavior analysts and families to support developmental progress.

• Delivered hands-on physical care, supervision, and crisis intervention according to individual treatment plans, promoting patient safety and compliance with unit guidelines.
• Assisted therapists and teachers with patients to deliver therapeutic and educational activities, enhancing patient engagement and support.
• Documented patient behaviors, conditions, and progress daily in accordance with clinical documentation standards.
• Ensured services followed professional and clinical competency standards.
• Coordinated daily staff operations in department, ensuring smooth workflow and adherence to program standards.
• Provided case finding and recruitment of at-risk persons for comprehensive health services

• Assisted treating physicians during examinations, treatments, and procedures including lifesaving situations
• Completed direct nursing tasks including taking vital signs, assisting with activities of daily living and hygiene needs
• Coordinated patient transport to treatment locations and supported care during code situations
• Educated and supported patients' families and caregivers with relevant information and emotional guidance
• Applied age-related patient protocols to address physical and psychological needs of all patients