Mark Hayes

I've led customer operations, contact center, and patient access teams across J&W Heating and Air + Plumbing, UF Health St. Johns, Physicians Group Services, Precision Imaging, Flagler Health+, Baptist Health, and Southeast Orthopedic Specialists.

At Southeast Orthopedic Specialists, I reduced call abandonment by 85%, improved speed of answer by 77%, managed a 35% increase in call volume, and reduced external phone service costs by 83% through workflow, staffing, coaching, and KPI improvements.

I've built and centralized scheduling operations, created quality assurance programs, developed performance metrics and incentive programs, and led technology conversion projects that improved customer access and operational throughput.

I enjoy developing frontline teams through coaching, training, onboarding, performance management, and practical process improvement. My background spans phone, email, digital support, customer communication, scheduling, registration, referrals, insurance verification, and escalations.