Suzanne Roy

I’m a healthcare customer service and call center operations leader with 14 years of experience in provider communication and issue resolution. I bring strong ownership of HIPAA-secure, remote workflows and dependable, accurate support across complex client and provider environments.

I’ve provided leadership for 20 direct reports and strategic oversight of two supervisor-managed teams, improving employee morale and client satisfaction through continuous coaching, mentoring, and training. I monitor performance metrics and quality standards, conduct call audits, and maintain accurate documentation of coaching and performance discussions—often serving as the front-line night shift support while operating independently.

I also build practical process improvements, including developing on-call instructions for WebAdmin and training supervisors and managers on managing on-calls and communications. My work includes customer service training for multiple teams and improving patient safety by identifying and restructuring red flag criteria, backed by recognition as “Best Manager,” along with an award that included a free trip to San Antonio.