Fort Myers, Florida, United States
I’m an accomplished marketing and customer success leader with over 25 years of experience and a passion for driving market growth and improving customer experiences for major healthcare organizations. Throughout my career, I have successfully developed and implemented strategies that have resulted in significant business growth, improved engagement services, and ensured strong brand awareness. I have a proven track record of leading all aspects of Business Development, including marketing, internal/external communications, physician relations and recruitment, public relations, and service line planning for multi-hospital and large provider health systems. Not to mention, I know how to lead engagement and contact center operations, consult on healthcare technology ecosystem matters as an SME, support healthcare service products, and increase customer retention by fostering trust-based relationships. Over the years, I’ve successfully established and led high-performing teams as well as championed a customer-centric approach that has resulted in improved patient satisfaction and loyalty. My skills in market analysis, communication, and project management have allowed me to excel in a variety of leadership roles. Moreover, I’ve earned numerous state and regional awards for outstanding PR, communications, and marketing campaigns. As a strategic thinker with excellent interpersonal and problem-solving skills, I’m always looking for new challenges and opportunities. Connect with me on LinkedIn to learn more about my professional journey.
Under my last role, I led strategic planning for defining and executing services vision across the engagement services team and organization. I enhanced customer service systems, facilitated staff development, allocated resources, streamlined costs, monitored KPIs, evaluated team performance, and nurtured positive client experiences. I also developed short and long-term plans for building innovative strategies that influence product roadmap, increase volume, and drive sustainable revenue growth. Some of my key achievements and contributions: ◆ Established and led the Engagement Center Services team for directing post-implementation client support and other internal resources to ensure products perform as designed and exceed client expectations. ◆ Oversaw Marketing Engagement team to address CRM questions/issues, campaign strategy, list creation and loading, and promoting marketing best practices. ◆ Assisted sales team to close multi-million dollar account deals, strengthened client relations, and drove new business development by serving as an experienced SME in Engagement Center operations, Hospital Marketing and Strategy. ◆ Developed and launched team that delivered Tier 1-level support for all Mercury Healthcare products. ◆ Generated ROI forecasts, conducted contact center maturity assessments, and produced roadmaps for clients in line with maturity assessment analysis. ◆ Leveraged strong interpersonal and negotiation skills to secure contract renewals as well as drive additional product sales to existing clients.
I led the development of customer success and engagement strategies for guiding marketing and physician outreach efforts as well as cultivating patient loyalty to the health system and healthcare provider. I defined and implemented SOPs, guidelines, operational procedures and policies for staff to ensure utmost customer satisfaction. Some of my key achievements and contributions: ◆ Extended consultative support on the broader healthcare technology ecosystem and tie-in of Evariant Engagement Center product with CRM, marketing automation, PRM, Data Integration and HL7 Engine, and other technologies. ◆ Championed client adoption for the Engagement Center product and drove Patient Lifetime Value (PLV) to Evariant customers. ◆ Served as the Engagement Center SME to aid Sales & Professional Services in demonstrating the features and benefits of Engagement Center Solution, from calculating proposed ROI to facilitating Board-level presentations. ◆ Delivered strategic advice to internal and client stakeholders for optimizing day-to-day operations, introducing best practices, and enhancing various call center functions. ◆ Oversaw strategy sessions for benchmarking client call center operations against industry-best call center organizations.
I directed comprehensive programs to maximize growth, guide advertising and media pitches, optimize team performance, and develop market growth strategies. I enhanced employee engagement and created positive public impressions. I also liaised with Chamber of Commerce, oversaw sponsorship and donation requests, and facilitated physician recruitment. Some of my key achievements and contributions: ◆ Oversaw the complete lifecycle of marketing, branding, and communications programs to reinforce positive market reputation, engage partners, and strengthen identity of the 50-provider medical group. ◆ Interfaced with local and national media as system spokesperson, conducted statistical analysis of service lines, and kept track of latest industry trends. ◆ Led successful marketing campaigns for owned physician practices, increasing volume for clinics and hospital services.
I led the design and implementation of business development, communications, and PR strategies. I spearheaded high-impact marketing projects from initial phase to final execution as well as devised innovative brand advocacy and engagement plans. Some of my key achievements and contributions: ◆ Orchestrated all marketing and communications for a 2-hospital system, oversaw physician relations and recruitment, and governed affinity programs and volunteers. ◆ Rebranded hospitals and heart center and directed strategic hospital business planning, performance, and ROI tracking. ◆ Instrument role as part of various committees, including product service line development, ethics, compliance, Medical Executive Committee, and Patient Experience team.
Held many roles over my 17-year career at HCA. In my last role, I envisioned and implemented contact center strategy as well as delivered strong, dynamic leadership to guide the largest contact center serving over 50% HCA hospitals nationwide. I ensured high operational efficiency, customer service excellence, and outstanding people management to achieve/exceed key performance targets. I oversaw physician referrals, clinical advice, event registration, discharge callbacks, in addition to all company disaster communication with patients and physicians. Some of my key achievements and contributions: ◆ Expanded total net revenue generated through contact center operations to $950M+ in 2013. ◆ Generated $265M+ net revenue from cross-sales/service referrals by RNs, including $120M in new patient net revenue. ◆ Developed a detailed ROI tracking system to demonstrate the value of the contact center services to hospital clients. ◆ Increased total call volume while reducing call abandonment and average wait times by implementing a Call Management System for controlling quality and monitoring agents on phones in real-time.