Leslie McRuiz is the Director of Contact Center Operations at Centerstone, a nonprofit health system specializing in mental health and substance use disorder treatments. As director, McRuiz leads all aspects of contact center operations, including day-to-day management, staff training, call documentation, and measuring patient satisfaction. She partners with internal teams to improve service delivery, drive rapid and sustainable process improvement initiatives, and centralize and standardize best practices in the contact center to support the overall patient experience.
McRuiz joined Centerstone in July 2022 as a QA and Contact Center Training Manager and worked in the role to improve service delivery and engagement at the patient’s first point of contact.
Prior to her work with Centerstone, Leslie worked with Ascension St. Thomas, HCA, Vanderbilt University Medical Center, and Vanderbilt Children’s Hospital. Her experience includes health information management, business analytics, EHR training, customer service, and operations as related to patient engagement.
She is a member of Toastmasters International and is a recipient of the Vanderbilt Information Technology Project Award.
McRuiz holds a bachelor’s degree in recording industry management and mass communications from Middle Tennessee State University.