Carrie A. Ballou
Milford,MA
Summary
Multi-tasker with combined 20+ years experience in the Human Services and Healthcare industry. Passion for people and creating efficient communication strategies & marketing campaigns to drive business. Experience collaborating with state agencies, community leaders and hospital teams across the Commonwealth to enhance access to mental health and behavioral health services.
As Marketing Director, oversaw two acute psychiatric hospitals and two outpatient locations within the Boston and Southeastern Massachusetts markets. Focus was on creating and maintaining key provider relationships, while working with admissions and intake teams to ensure positive customer experiences. Maintaining brand visibility and messaging, including online reputation recovery and management. This was achieved through tailored communication strategies for social media, email marketing and print campaigns.
As part of the leadership team, worked closely with staff from across departments, including human resources, training/education, to create and implement campaigns and promote company initiatives, recruitment and community outreach events.
Overview
21
21
years of professional experience
Work History
Director of Marketing & Business Development
Arbour Hospital & HRI Hospital (UHS)
09.2021 - 11.2023
- Collaborated with UHS management and Executive Leadership teams to drive external and internal marketing strategies to meet budgeted goals
- Maintained key partnerships and working relationships with hospitals, crisis teams, social service agencies, and mental health/detox providers.
- Oversaw reputation management initiatives i.e. Google Reviews. Created process for capturing inpatient and outpatient reviews using print materials, email and QR code technology.
- Spearheaded program rollouts for outpatient mental health and dual diagnosis Partial Hospitalization Programs (PHP) at 4 locations.
- Worked with corporate advertising to improve website visibility through redesign and appointment management technology. Used CRM to drive web traffic and monitor analytics. Completed Legitscript applications
- Created marketing budgets for to ensure optimal allocation of resources for community initiatives.
Community Relations & Business Development
Arbour Hospital & HRI Hospital (UHS)
05.2020 - 09.2021
- Analyzed metrics and reported on KPIs to validate strategic outcomes and drive Strategic Marketing plans.
- Fostered professional networks in targeted industries to attract new businesses including EAP programs, specialty groups (Veterans, LGBTQ, BIPOC, Older Adults) and community resources (Police and Fire).
- Conducted market research to identify emerging trends in mental health and Substance Use Disorder, incorporating findings into strategic planning processes.
- Implemented systems and procedures to address barriers to meeting admission goals. Created direct admission processes with sister systems.
- Managed marketing copies, images, videos, emails, and other collaterals for all service lines. Including new and existing materials and giveaways.
- Utilized Patient Satisfaction Scores to promote positive outcomes on marketing materials and handouts, email campaigns and social media.
Community Relations Coordinator
Fuller Hospital (UHS)
08.2016 - 05.2020
- Created marketing strategies to expand client base and referral sources for mental health services within Greater Attleboro, Southeastern Massachusetts, and Rhode Island.
- Ensured departmental/clinical follow-through on client issues to ensure satisfaction and account maintenance.
- Represented hospital at community events and conferences. Hosted CEU and non-CEU events to raise awareness of programs and recruitment.
- Organized hospital Behavioral Health and Wellness Fair event 2017, 2018, 2019.
- Co-Hosted and Founded, Exploring Mental Illness Podcast, 2018, 2019.
- Co-Chair of Healthy Living Alliance - YMCA Greater Attleboro, 2018, 2019.
Marketing & Community Liaison
Nashoba Nursing Service & Hospice
08.2015 - 08.2016
- Acted as liaison to hospitals, rehab facilities, skilled nursing facilities, assisted living facilities, and physician offices, clinics, etc...
- Managed day-to-day public relations, customer service and marketing activities.
- Promoted physician relationships and sales activities to achieve objectives to initiate, develop, and maintain accounts/contracts.
- Screened patient referrals for appropriate home care, hospice, and community health services.
- Assisted with coordinating transition of patient care to home from referral source.
- Developed and executed social media using Facebook, Twitter, and other social media.
Admissions & Financial Resource Specialist
Woods Services
07.2012 - 08.2015
- Evaluated and reported on potential candidates for residential and educational placement. Met with residential teams to determine placement.
- Point of contact for local Social Security Administration and Finance Department/Residents. Monitored individual accounts and assisted payees and agencies with asset management solutions.
- Acted as liaison on special projects for Admissions, Accounting, Billing, and Contracts departments.
- Resource to legal counsel and outside consulting agencies for special projects and/or legal cases.
Program Specialist
Woods Services
07.2006 - 06.2012
- Worked with children and adults with moderate to profound development and intellectual disabilities, as well as chronic mental health issues.
- Developed Individual Service Plans (ISP) with goals to improve independence skills. Created objectives with goals focused on self care, behavior management, etc..
- Collaborated with team to development and implementation of Behavior Support Plan (BSP).
- Trained teachers, residential staff and management on individual goals. Reported on outcomes monthly, quarterly and annually.
Vocational Supports Specialist
Riverside Community Care
03.2003 - 06.2006
- Provided direct education and vocational support to adults and young adults with chronic mental illness.
- Trained individuals for various employment opportunities within local community.
- Established and co-chaired Young Adults Forum.
- Chaired and coordinated major fundraising events and social activities.
Education
Bachelor of Arts - Psychology & Visual Communications
EMMANUEL COLLEGE
Boston, MA05.2002
Skills
- Marketing and Advertising
- Public and Media Relations
- Client/Customer Retention
- Campaign Management
- Strategic Planning
- Competitor Analysis
- Brand Development
- Training and Development
- Social Media Management
- Content Development
- Research and Presentations
- Event Coordination
- Microsoft Office suite, Adobe, Google, Constant Contact (CRM) and Apple iMovie
Accomplishments
MILFORD HIGH SCHOOL, Milford, MA 1994 -1998
Graduated with Honors – National Honor Society
EMMANUEL COLLEGE, Boston, MA 1998 - 2002
Awarded four-year Tuition Scholarship
Graduated Cum Laude 2002
WOODS SERVICES
Mollie Woods Employee of the Year Award recipient, 2014
UHS, Inc.
Service Excellence award in Behavioral - Fuller Hospital, 2018
Timeline
Director of Marketing & Business Development
Arbour Hospital & HRI Hospital (UHS)
09.2021 - 11.2023
Community Relations & Business Development
Arbour Hospital & HRI Hospital (UHS)
05.2020 - 09.2021
Community Relations Coordinator
Fuller Hospital (UHS)
08.2016 - 05.2020
Marketing & Community Liaison
Nashoba Nursing Service & Hospice
08.2015 - 08.2016
Admissions & Financial Resource Specialist
Woods Services
07.2012 - 08.2015
Program Specialist
Woods Services
07.2006 - 06.2012
Vocational Supports Specialist
Riverside Community Care
03.2003 - 06.2006
Bachelor of Arts - Psychology & Visual Communications
EMMANUEL COLLEGE
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