NATALIE HAMMOND-PAUL
Santa Fe,NM
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Associate Vice President, Customer Success
Unite Us
01.2023 - Current
- Manage over $59M+ in CARR (Contractual Annual Recurring Revenue) through operational and strategic leadership
- Lead a Customer Success team of 37+ individuals with ultimate accountability for customer retention and growth across government, healthcare and health plan sectors
- Develop, communicate, execute and evaluate new customer strategies and delivery models
- Coach a team of manager and director level team members to align company products with customer business and social determinants of health goals, driving impact, return on investment (ROI) and satisfaction
- Established team goals and monitor and communicate team results, progress, spearhead cross-functional initiatives
- Monitored and regularly report on customer lifecycle KPIs that will measure implementation, product adoption, user engagement, and client satisfaction
- Assisted in recruiting, hiring and training of 37+ team members
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Director, Customer Success, Southwest
Unite Us
01.2022 - 12.2023
Regional Manager, Customer Success, West Region
NowPow (a Unite Us company)
03.2021 - 12.2021
Director of Population Health
Trenton Health Team
08.2019 - 03.2021
- Responsible for operational and strategic leadership of the population health department
- Led a team of nine staff (including clinical) working across six distinct programs, providing mentorship, coaching and guidance
- Developed, implemented and evaluated population health programs, securing $1M+ in grant funding
- Managed the administration, reporting, budgeting and funder engagement for nine grant-funded programs
- Focused on clinical program design, disease screenings, health education, diabetes management, social needs, food systems and clinical-community linkages
- Collaborated with diverse groups of stakeholders including hospital executives, community leaders, and government agencies to guide clinical and community programming.
- Managed external relationships with healthcare executives, community-based organization leaders and government agency representatives
- Leveraged the Health Information Exchange team to develop dashboards using clinical and Medicaid claims data, and initiated Medicaid Accountable Care Organization (ACO) value-based care programs
- Spearheaded innovative approaches to resource allocation and strategic planning.
Population Health Program Manager
Trenton Health Team
10.2017 - 07.2019
Performance Improvement Manager
Union Health Center
08.2017 - 10.2017
- Led and evaluated continuous quality improvement and population health projects in a value-based care setting using Model for Improvement
- Established call center and patient portal operations, designed annual wellness visit, and improved screenings for well-child checks, colorectal cancer and mammography with proven clinical outcomes (e.g. increased colorectal cancer screening rate by 10% within one year)
- Developed chronic disease registries for CKD and diabetes, including monitoring medication, labs and referrals to specialist providers in collaboration with the Chief Medical Officer.
- Leed the clinic through NCQA PCMH Level 3 certification, focusing on program design, implementation, data
- Created SDOH screening protocols and speciality referral pathways, training clinical teams to ensure whole-person care
- Align policies, clinical workflows, medical record templates, and quality reporting with national quality standards (e.g. CMS and NCQA)
- Managed a team of five new patient associates
- Led CAHPS survey patient survey administration, evaluation and designed improvement plans
- Leveraged analytical tools to provide insight and enhance performance.
- Led change management efforts to ensure seamless adoption of new processes and systems by staff members.
Quality Improvement Specialist
Union Health Center
11.2014 - 07.2017
Primary Care Consultant
Department of Epidemiology
10.2015 - 05.2016
- Performed a systematic review and meta-analysis of randomized controlled trials aiming to address disparities among patients with diabetes in the primary care setting
Program Coordinator, Cooking Matters at the Store, Neighborhood WIC
Public Health Solutions
07.2013 - 10.2014
- Managed pilot nutrition program for nine WIC centers and community-based organizations in NYC
- Recruited, trained and managed 100 volunteers
- Formed partnerships with over 40 local organizations and agencies to galvanize volunteer support
- Reached 5,000 underserved families with nutrition education programming throughout NYC.
Practicum Student
Mary's Center
08.2012 - 04.2013
- Performed quantitative and qualitative comparative analyses of 160 pediatric patient charts to understand patient and provider behaviors concerning overweight/obesity, nutrition and physical activity.
Education
Master of Science - Public Health, Community-Oriented Primary Care
George Washington University, The
Washington, DC2013
Master of Science - Public Health
George Washington University, The
Washington, DC2012
Skills
- Population Health Management
- Financial Management
- Sales Tracking
- Budget Control
- Client Account Management
- Organizational Structuring
- Management Team Building
- Interpersonal Skills
- Operations and Strategic Oversight
- Problem-solving abilities
- Clinical Program Design
- Value-Based Care
Timeline
Associate Vice President, Customer Success
Unite Us
01.2023 - Current
Director, Customer Success, Southwest
Unite Us
01.2022 - 12.2023
Regional Manager, Customer Success, West Region
NowPow (a Unite Us company)
03.2021 - 12.2021
Director of Population Health
Trenton Health Team
08.2019 - 03.2021
Population Health Program Manager
Trenton Health Team
10.2017 - 07.2019
Performance Improvement Manager
Union Health Center
08.2017 - 10.2017
Primary Care Consultant
Department of Epidemiology
10.2015 - 05.2016
Quality Improvement Specialist
Union Health Center
11.2014 - 07.2017
Program Coordinator, Cooking Matters at the Store, Neighborhood WIC
Public Health Solutions
07.2013 - 10.2014
Practicum Student
Mary's Center
08.2012 - 04.2013
Master of Science - Public Health, Community-Oriented Primary Care
George Washington University, The
Master of Science - Public Health
George Washington University, The
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