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JoLynn Patsy

@jolynnpatsy

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Experienced call center leader specializing in healthcare quality, process improvement, and remote team management.

United States

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What I'm looking for

I seek a remote leadership role in healthcare call center quality or operations where I can improve processes, ensure compliance, mentor teams, and deliver measurable SLA and client-success results.

I am a quality-driven call center leader with 20+ years in customer service and over five years in healthcare management.

As Engagement Center Quality Lead and Team Lead at Syneos Health, I designed and executed QA strategies, drove CAPAs, and achieved 100% quality assurance for project documents while reducing fax processing error rates from over 5% to below 1% and clearing a 10,000-fax backlog in six months.

I have a proven record of developing and mentoring remote teams, earning promotions such as Senior Supervisor at Maximus and leading initiatives like new chat business lines and training overhauls at Conduent. I regularly facilitate client meetings, conduct Salesforce UAT testing, and use Jira for issue tracking to ensure smooth delivery.

I hold an MBA in Technology Management and bring strong skills in process improvement, compliance, vendor management, and technical tools like Salesforce, Advanced Excel, and SharePoint. I seek opportunities to optimize operations, improve quality, and mentor high-performing remote teams.

Experience

Work history, roles, and key accomplishments

Engagement Center Quality Lead

Syneos Health

Apr 2024 - Sep 2025 (1 year 5 months)

Led quality assurance for a REMS engagement by monitoring inbound/outbound calls and electronic inquiries, implementing CAPAs and process documentation to ensure SLA compliance and program quality. Designed customer-facing email templates and facilitated client meetings to streamline communication and escalations.