Customer Service Call Center

Nichole R. Martinez

Chino Hills, CA *****

cell: 909-***-****

*********@*****.***

SUMMARY

Executive with 27+ years experience in the area of Operations, Strategic Planning, Sales, Marketing, Business Development, De Novo Projects, Program Expansion, National Team Management, Budgeting in various industries, as well as 12+ years of experience in Hospital/Healthcare Administration, Operations, Business Development, Admissions and Clinical Services. High level of expertise in training and leading teams to exceed goals in a variety of industries.

C level & Director level leadership in industries including mental health, med surge/healthcare, higher education, device and pharmaceutical sales, manufacturing and consumer goods. Well versed at analyzing competitive landscapes and designing sales/business development vision and growth strategies to aggressively penetrate and expand into key markets. Proven track record of conceptualizing and implementing national development & growth programs and product/service launches to increase global market share and brand awareness leading to measured profitable growth. Successful in leveraging strategic partnerships to identify and attract new opportunities.

EXPERIENCE

Del Amo Behavioral Health – Torrance, CA Aug 2022 – Present

Director of Business Development

Development of 2023 Business Development Strategic Plan

Development of strategic growth plan for two new programs

Develop and monitor budget plans to coincide with corporate strategic goals

VA and military liaison for all active duty and veteran client care

Member of performance improvement team for Joint Commission reviews

Key contact with community representatives (government, police, fire, schools, other hospitals)

Build and train business development team to develop new referral partners

Competitive market analysis and industry risk analysis

Negotiation for NP placement in community board and care facilities

Aurora Charter Oak Hospital – Covina, CA Sept 2021 – Aug 2022

Chief Operating Officer / Director of Business Development

CEO Training Program member (Signature Healthcare)

Oversee daily hospital administrative & operational functions in the hospital

Developed successful 2022 Strategic Plan

Team lead for successful Joint Commission review

Implement actionable/measurable goals of Strategic Plan (growth expansion in process)

Conduct rate negotiations with commercial payors as well as county MCAL contracts

Grant proposal development for four service line expansions

HASC, LA DMH, San Bernardino DMH, Riverside DMH Committee Member

Doubled outpatient program in eight months

Developed year-round employee engagement program to ensure low turnover rate

Monitor departmental productivity to ensure we meet the goals in Strategic Plan

Monthly operational and budget management

Analytical reporting to maintain competitive lead within the industry (using SPSS statistical programming)

Process improvement project to ensure efficiency in admissions to different programs

Track performance through measurable metrics and establish corrective measures as needed.

Key contact with community representatives (government, police, fire, schools, other hospitals)

Developed Business Development Team to support physician and referral relationships

Promote service lines to referral sources to ensure consistent flow of clients

Build partnerships with hospitals and physicians throughout Southern California

Development of physician network and referral partnerships to enhance growth opportunities

Realignment of existing business development team to increase productivity

Community engagement and education programs throughout LA County

Time management training for business development team

Hospital Customer Service Training Leader for all new hires

Pacific Grove Hospital – Riverside, CA Sept. 2018 – Sept 2021

Director of Business Development & Admissions

Developed new business relationships and maintained current business relationships with referral sources (mental health professionals, primary care providers, residential treatment centers, psychiatrists, emergency departments, military bases, veteran’s hospitals, universities, police and fire departments, social service organizations, EAP programs, etc.)

Primary point of contact for all universities, military bases, and the Veteran’s Administration for treatment placement coordination.

Developed new outreach program for inpatient and outpatient programs.

Developed new collateral (in conjunction with corporate marketing) for acute psych and substance use treatment programs.

Established a Mental Health and Addiction Network outreach programs for Orange and Los Angeles County, as well as helped grow the membership for the Inland Empire program.

Interim Director of Clinical Services - social workers to ensure safe placement for patients upon discharge.

Internal Salesforce training lead for Salesforce database to ensure proper data flow

Member of leadership team that had oversight of Joint Commission survey and accreditation.

Document development and specialist – ensured proper documentation for admissions in order to meet criteria for Joint Commission standards.

Worked with Acadia corporate on the development of digital and print ads for both inpatient and outpatient campaigns.

Developed alumni follow up wellness check program and engagement email campaign.

Developed Customer Service Training program for all new hires to ensure proper client care.

Maintain live census control for management of accurate patient tracking

Manage intake/admissions staff of six licensed vocational nurses, four licensed social workers and four receptionists.

Manage workflow of admissions for a 68-bed psychiatric and chemical dependency hospital.

Managed staffing for Intake, PBX, and Business Development to ensure adequate coverage.

Audit processing of all admissions to ensure accuracy of chart documentation

Primary point of contact for admissions involving active military, Indian Health, veterans, university students, and high-profile clients.

Training of all new admissions staff to ensure proper understanding of intake processes.

Assisted with risk management reporting and QAPI reporting to ensure real time resolution follow up.

Southern California University of Health Sciences - Whittier, CA July 2015 – Sept. 2018

Director of Business Development & Marketing – Health Systems

Created and implemented strategic marketing plan for the university health system for nine different service offerings.

Responsible for the rebranding of the University Health System including logos, concepts, messaging, stories, digital and print collateral.

Responsible for establishing strategic business partnerships with hospitals, other universities, businesses as well as philanthropy networks to partner with as part of our growth initiatives.

Assist with student outreach and preceptorship placements at various medical entities in Southern California

Assisted in the transition of student training clinic into a public health system servicing the community with Seven different holistic program offerings.

Developed community outreach plans with various city entities include Chambers to increase brand awareness resulting in increased patients and profitability for the health system.

Created steady new patient growth for all programs since 2015 resulting in 30% growth.

Leveraged established medical relationships to build a continuous pipeline of new patient referrals.

Developed new relationships with physicians, businesses, city offices to create a new market outlet for health service offerings.

Worked in conjunction with our alumni relations and educational advancement/philanthropy departments for outreach for potential donors for the university.

Developed new bilingual marketing collateral for corporate, physician and patient use that resulted in more successful outreach campaigns.

Rebranded ad portfolio for both digital and print campaigns resulting a better brand understanding of services provided

Managed purchasing process and overall budget for health system programs

Created and managed social media marketing campaign throughout main stream social media as well as

created interactive automated response campaigns.

Leveraged existing contacts, establish relationships within the healthcare community to build a diversified referral base.

Developed marketing plan, branding and launch for new university based urgent care in 2016 that has seen 105% growth increase over the last year.

Leveraged existing contacts, establish relationships within the healthcare community to build a diversified referral base.

Collaborate with all media outlets to develop advertising and branding strategy for all centers including radio, magazine, and local city affiliations

Assisted in setting up sports med service provisions with the US Olympic Training Centers, Los Angeles Charger Girls, LASD, LA County Fire, In ‘n Out, multiple high school teams and other entities to provide chiropractic sports medicine.

PRIME Surgical Affiliates – PRIME MSO – Southern California Mar 2014 – June 2015

Director of New Business Development & Marketing

Increased volume at centers over 60% by developing a clear strategic marketing and business development plan for each location.

Leveraged existing contacts, establish relationships within the healthcare community as well as other corporate entities to build a recognizable brand for our out-patient surgery centers which attributed to the 60% growth.

Fast-tracked the credentialing and on-board process of new physicians to less than 48 hours.

Developed all media and marketing materials in accordance with HIPAA guidelines to include print, radio, email campaign, social media.

Increased participating physicians’ business by over 20% (figure from physicians) by establishing a cross marketing program and ensured marketing program adhered to HIPAA regulations.

Collaborate with all media outlets to develop advertising and branding strategy for all centers including radio, magazine, and local city affiliations.

(BASIC) Brain & Spine Institute of California- Newport Beach, CA Mar 2013 – Aug 2014

Director of Marketing & Business Development Interim Director of Operations

De Novo startup management as a result from split with Southern California Neuroscience & Spine. Main medical office in Newport/Irvine, and Surgery Center in Irvine.

Property development for main medical office.

Research & development of business outreach strategies, program development, as well as competitive marketing strategy to build pipeline of business as well as move existing business to new location.

Oversaw website buildout and re-introduction to include website design, technical content writing as well as SEO backlinks on Word Press.

Developed Pay Per Click campaign targeted at potential patients based on area of interest.

Developed a new social media campaign that encompassed blogs and educational information to attract followers from various backgrounds. Increased traffic by over 159% in six months.

Developed several social media campaigns including webinars that focused on building peer relationships and recognition within the spine community.

Developed a vanity number campaign (866-GOT-PAIN) on a quad state area which increased brand recognition. ROI goal was met within 60 days.

Established a Physician Relationship Management Strategy with existing physicians resulting in a 57% increase in referrals overall. (Growth based on patient tracking from existing physician base)

Interim Operations Director responsible for creating standard operating procedures for company and surgery center to ensure compliance standards are met, and maintain all procedural manuals.

Increased new physician referrals over 68% by developing a ground marketing strategy that focused on physician relations/patient care encompassing a hands-on concierge program for physicians and their patients.

Developed a new print campaign with Orange Coast Magazine that was directed to the upscale population in Southern California resulting in over a 20% increase in direct PPO patient capture.

Developed new technical content for surgical pre-op & post-op instructions resulting in 80% less complication rate and 90% patient adherence to instructions.

Successfully obtained contract with Orange County Sanitation and Disney to be the provider of choice for their workers compensation program.

Worked in conjunction with our workers comp program coordinators to retain large contracts such as City of LA, City of Anaheim, City of Santa Ana, and various others.

Managed SI Bone SIFI study.

Hired and trained all new field marketing reps and an SEO web marketer to expand our business opportunities into new areas.

Organized public community education events with various reps (SI Bone, St. Jude) to educate the public on treatment options associated with various types of pain.

Organized educations dinners and lunch & learns with doctors throughout Southern California to educate them on BASIC as well as the various treatments we provide. Worked in conjunction with SI Bone, St. Jude and other reps to promote these educational opportunities.

Liaison overseeing Stem Cell Program for both national and international patients.

In charge of programs for all medical devices used with practice including: Spinal Cord Stimulators, SI Bone, spinal and orthopedic implants, spinal decompression program, etc.

Southern California Center for Neuroscience & Spine - Pomona, CA July 2011 – Mar 2013

Director of Marketing & Business Development (business split to form BASIC)

Oversaw buildout of new website including content writing, technical medical writing, as well as website structure, organic SEO, key word development, backlink structure and blog content.

Developed social media campaigns on Face Book, Twitter, You Tube and Linked In as well as several medical social sites such as with Becker’s Spine and Doctors Without Borders.

Created new brand strategy which increased our market identity (including business cards, brochures, advertisements, direct mail campaigns, website, social media pages, promotional items)

Created new marketing strategy for print, online, social media and ground. *Awarded most creative medical advertisement in Los Angeles Magazine in 2012.

LA Business Journal Award for my assistance in developing a program to help adults and children (from low income families or without insurance) with brain conditions get the surgery necessary to save their lives.

Increased physician referral base by 36%

Study Compliance Director for all medical device implants including SI Bone, St Jude and NuVasive.

Trained field marketing / sales reps on various call techniques as well as building relationships in a multitude of various medical office environments.

Trained office personnel on procedures performed on both in & out patient basis

Created new patient pre-op / post-op education program to ensure understanding of care.

Created and implemented patient wellness / satisfaction analysis program

Recreated online website with a team of programmers and web designers

Created Patient Ambassador Program for peer to peer support for patients having surgery

F.S.A. Imports - Lake Forest, CA (Fashion Plumbing) Feb 2009 – June 2011

National Sales & Marketing Director, Institutional Training

Responsible for key account growth for national customers increased by 26% within first year.

Launched national sales programs with Top 10 customers resulting in triple sales quotas.

Daily management of all sales & marketing staff (8 people).

Strategic sales and marketing analysis of all customer trends as well as competitive trends.

Product Training / New Employee Recruitment and Training

Analysis of purchasing patterns for high end markets in order to ensure correct product selection from manufacturers.

All Marketing functions including Internet and showroom marketing programs.

ROHL LLC - Irvine, CA June 2007 – Dec. 2008

Director of Inside Sales

Department under my leadership was awarded the 2007 Decorative Plumbing & Hardware Association Customer Service of the Year Award for Outstanding Customer Service over 250 other companies.

Effectively built and managed a call center of nine Customer Service & Technical Service Associates and improved the grade of service from 88% to above 98% and maintained this level throughout the last half of 2007 and all of 2008.

Managed RGA Office Staff, Specialty Project Staff and Order Entry staff as well as Customer and Technical Service (total 18 employees.)

Improved RGA processing turnaround time from 5-7 days to 48 hours.

Developed and implemented standard operating procedures for sales personnel that increased productivity and process understanding.

Key Account Management for Ferguson and Top 10 Accounts.

Project team successfully managed the processing of the Pelican Hill project in Newport Beach.

Developed Sales Trend Analysis reports for external sales personnel enabling them to determine budgetary goals for customers.

Interbath, Inc. - City of Industry, CA May 2002 – May 2007

Executive Director, Sales & Marketing

Increased largest customer sku (product) count from 40 to 72 resulting in an increase in sales from 14M to over 20M.

Successfully planned and implemented 1,400+ store complete display reset and coordinated over 160 reps throughout the United States (Lowe’s reset) increasing product sell through by 30%.

Successfully planned and implemented 800+ store complete display reset resulting in a 30% increase in product sell through.

Increased up-sale and cross-sale of retail items by 40% by utilizing consumer rebate program as well as in store discount merchandising programs.

Met or exceeded budgetary goals each year.

Managed department of 10 inside sales and customer service reps with no turnover during my tenure.

Forecasting & Production Management for Top 10 accounts to ensure highest level of production efficiency using Just in Time Manufacturing and Six Sigma Approach.

Development of account programs, promotions and re-set proposals for Top 25 Accounts.

Team lead for major customer resets and display changes.

Market analysis / Marketing presentations.

On time shipping and order processing analysis.

Product Training & New Employee Training

PLAYHUT, Inc. - City of Industry, CA Oct. 1999 – Nov. 2001

Design / Marketing Administration Director / Legal Liaison

National toy manufacturer. Information available upon request

BROWN International, Inc. – West Covina, CA Jan 1990 – Sept. 1999

Inside Sales / Program Director

Commercial Juicing/Pulping equipment manufacturer. Information available upon request.

EDUCATION

California Southern University – PsyD Program – in progress – expected graduation Sept 2023

Walden University – Masters of Science in Psychology

University of Phoenix – Bachelor of Science - Business Management

Northern Arizona University – Gila Pueblo Campus – EMT Program

RELEVANT CERTIFICATIONS

First Aid Certified / CPR & BLS /AED Certified - Expires October 2022 MAB/CPI Certified – Expires October 2022

Certified Nutritionist (certification through ISSA & Venice Dietetics) CITI Certified / NIH Certified

OTHER CERTIFICATIONS

Certified Elite Trainer / Nutrition Coach – International Sports Sciences Former NPC Figure Competitor

KMW Krav Maga Instructor

RELEVANT SOFTWARE KNOWLEDGE

Microsoft Word, Excel, PC & Mac Platforms, Word Press, Access, Project, Publisher, Power Point, Outlook, In Design, Adobe Photo Elements, Adobe Premier Elements, Salesforce, SPSS, Share Point, Referralforce, Zoho CRM), HMS, BestCare, AS400, MS4, EMR, Epic EMR, Visual Outcomes, Office Ally EMR, Office Expert EMR, Athena EMR, AllScripts EMR, Eclipse, AIS, Best Care EMR, MITS, Macola, J.D. Edwards, Visio, MAS 90, Net Suite, Crystal Report Writing, Clinchpad, Various web programming languages.

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