Hi, I’m
Nicole Cassidy
St. Augustine,FL
Summary
- TOP-PERFORMING CHIEF OPERATIONS OFFICER Senior VP Operations
- Senior Director Operations
- Chief Strategy Officer Client Relationship Management
- Performance Metrics Analysis
- Operational Excellence Exceeded Growth Targets
- Maximized Contract Profitability
- Optimized Budget Allocation
Accomplished professional with proven expertise in operational integration, partnership development and revenue generation. Effectively oversee KPIs and internal control structures to stay on top of operational trends and implement proactive corrective actions. Goal-driven, adaptable, and resourceful in addressing changing conditions.
Overview
19
years of professional experience
Work History
NES HealthcareCleveland, OH
Vice President of Operations
04.2023 - Current
Job overview
- Coordinated activities with NES Health management to meet client expectations by building relationships with key executives, including the Chief Medical Officer and VP of Revenue Cycle
- Reviewed comprehensive documentation on incidents potentially leading to litigation, thereby promptly addressing patient dissatisfaction and legitimate concerns from medical staff
- Measured and meticulously monitored ER/HM metrics across various client hospitals, analyzing workflow, staffing, throughput, operational efficiency, and financial performance outcomes
- Established annual budgets for all accounts, exceeding targets by diligently monitoring contract performance metrics like staffing levels and collection per visit
- Developed innovative strategies aimed at enhancing operational performance metrics which contributed significantly to NES Health's longevity and profitability within existing contracts
- Coordinated monthly Operations calls focused on reviewing contract performance against operating metrics and profitability; updated Monthly Operations Reports (MOR) accordingly
- Collaborated closely with Site Medical Directors ensuring departmental objectives were met regarding improvement initiatives, growth strategies, and service expansion efforts
- Conducted initial site assessments at client facilities, identifying expectations and goals while performing quarterly follow-ups to ensure alignment with objectives
- Assisted the VP of Business Development by meticulously reviewing pro-formas for emerging opportunities and recommending value-added services grounded in best practices
- Supported Account Managers in close collaboration with site-specific Medical Directors to deliver comprehensive corporate orientation before staffing assignments formally commenced
- Engaged annually or more frequently as needed in comprehensive meetings with C-suite executives for each key contact, ensuring strategic alignment on shared objectives
- Mentored staff through comprehensive performance evaluations and thoughtfully facilitated individual development initiatives that consistently drove positive outcomes
- Contributed significantly to materials development efforts tailored specifically for use by Site Medical Directors, thereby enhancing their operational effectiveness markedly
- Prepared analyses for contract renegotiations based on market changes or client requests
- Approved all physician and client contracts prior to execution for compliance
- Maintained regular communication with client leadership to report progress on goals
- Developed action plans that consistently met or exceeded client expectations
Alteon HealthCanton, OH
VP Ohio Post Acute Care Program
01.2020 - 04.2023
Job overview
- Oversaw admin staff, including physicians, nurses, care coordinators, and regional support
- Suggested marketing initiatives to enhance community awareness of the telemedicine program
- Developed a telemedicine program to improve access for hospitals and rural areas
- Managed relationships with post-acute care facilities to improve collaboration and outcomes
- Ensured clear monthly provider rounding schedules for optimal staff coordination
- Joined hospital and community meetings to advocate for the telemedicine program benefits
- Pulled weekly reports on provider encounters to ensure complete, compliant documentation
- Completed orientation programs for new providers and directors to ensure smooth onboarding
- Monitored ACO relationships with post-acute facilities to enhance collaboration
- Communicated with facility admins and Nursing Directors to ensure program success
- Devised evaluation strategies to monitor performance metrics and identify improvement areas
- Sought creative ideas for new programs to expand services and enhance patient care
- Implemented work systems that enhanced productivity across multiple operational functions
- Prepared comprehensive monthly on-call schedules tailored for each post-acute care facility
Personal Home Health & HospiceIndependence, OH
Corporate Director of Business Development
08.2018 - 07.2019
Job overview
- Boosted Medicare admissions by 37%, enhancing revenue streams and service accessibility
- Increased overall census by 39%, driving growth and enhancing market presence
- Designed and implemented comprehensive branding initiatives, including brochures, websites, admission packets, and collateral materials tailored to evolving market needs
- Established relationships with physicians and community resources to improve outreach
- Conducted meetings to identify collaboration opportunities and forge strategic partnerships
- Conducted interviews and coaching sessions to assess employee performance of new hires
- Provided oversight to branches on census growth, market strategy, and market analysis
- Analyzed data to identify trends, develop strategies, and report changes exceeding targets
- Coordinated with operations and clinical teams to identify market demand opportunities
Northwood HealthcareNew York, NY
Regional Director of Business Development
03.2018 - 07.2018
Job overview
- Designed and implemented comprehensive branding initiatives including brochures, websites, admission packets, and tour collateral that enhanced brand visibility
- Empowered staff through comprehensive interviews, targeted coaching, and meticulous evaluations, thereby fostering a resilient, innovative, and high-performing team culture
- Conducted meetings to identify collaboration and create strategic partnerships
- Coordinated teams to identify niche opportunities that meet market demands
- Established relationships with physicians and community resources to boost census numbers
- Oversaw census growth and market strategy, driving improvements in overall performance
AtriumColumbus, OH
Regional Director of Sales
09.2016 - 02.2018
Job overview
- Increased Medicare enrollment by 55%, boosting revenue and enhancing service access
- Boosted Managed Care participation by 26%, expanding patient options and market reach
- Coordinated an advertising strategy with Marketing, Ops, and Sales to boost outreach
- Provided comprehensive consultation to six facilities across the Central Ohio Region, strategically focusing on census growth, regulatory compliance, and human resource management
- Streamlined sales training via coaching, ride-alongs, calls, meetings, and planning
- Conducted public speaking and corporate meetings to forge goal-aligned partnerships
- Analyzed data to anticipate trends, develop strategies, and report on exceeding targets
- Facilitated recruitment of Medical Directors and Advisors to enhance clinical capabilities
- Supported admissions teams in developing targeted goals for their geographical areas
- Monitored market dynamics and competitor activities; provided actionable reports
Senior Independence
Various Roles
01.2006 - 09.2016
Job overview
- Achieved 110% of the Home Health Budget and 108% of the Hospice Budget for FY16 in Akron
- Increased overall business volume by 40% for fiscal year 2013 in Cleveland
- Amplified business volume by 28% for fiscal year 2014 in Akron's competitive market
- Enhanced overall business volume by an impressive 37% for the fiscal year 2015 in Akron
- Boosted business volume by an impressive 26% in Akron for fiscal year 2016
- Developed and executed a comprehensive annual Marketing Strategy for Home and Community-Based Services, significantly driving brand awareness and enhancing engagement levels
- Recruited, hired, trained, mentored, and meticulously supervised both internal and external Transitional Liaison teams to ensure consistently high performance standards
- Managed three Regional Communities' Sales and Marketing efforts, expertly aligning diverse budget strategies with overarching mission goals to maximize overall impact
- Established iPartner sales communities that achieved budget targets and reinforced goals
- Conducted weekly one-on-one sessions with Sales Reps to enhance team growth
Communicare Family Of CompaniesWarrensville Heights, OH
Hospital Liaison
05.2012 - 10.2012
Job overview
- Cultivated robust, sustainable relationships with healthcare providers—physicians, case managers, and social workers—to enhance patient care coordination and outcomes
- Assisted in transitioning patients from acute care to preferred nursing or rehab facilities
- Monitored patient status to ensure optimal retention and reduce readmissions at CommuniCare
- Engaged prospective patients and families to provide comprehensive information and support
Life Quest
Sales Marketing Coordinator Executive Assistant
Job overview
- Achieved 40% sales growth in the Eastern region by implementing the iVillage Program
- Ranked in the top 25% of the statewide sales force for exceptional performance
- Secured Top Sales Executive recognition in Cleveland for four years, showcasing excellence
- Cultivated new business opportunities through networking and engaging potential clients
John Carroll
Assistant in the Admissions Office
Job overview
- Engaged proactively with prospective students before interviews, fostering meaningful connections and addressing inquiries to ease their transition into the admissions process smoothly
- Managed phone calls, mail correspondence, appointment scheduling, and timely visit confirmations to maintain seamless and efficient communication with prospective students
- Ensured counselors received materials, streamlining operations for efficient interview days
- Assisted with special projects, contributing innovative ideas to support departmental goals
- Greeted visiting families, creating a welcoming atmosphere that enhanced their experience
- Conducted campus tours, showcasing key facilities and programs to prospective students
Education
John Carroll UniversityUniversity Heights, OH
Bachelor Of Science from Business Administration, Marketing
05-2005
Skills
- Microsoft Excel
- Microsoft Access
- Microsoft PowerPoint
- Microsoft Publisher
- Lotus Notes
- Amplicare CRM System
- HomeCare HomeBase CRM
- Allscripts/ECIN
- Matrix
- Point Click Care
- Canva
- Sevocity
- Athena Clinicals
- Google Workspace
- Dropbox
- DocuSign
- Adobe Acrobat
- Salesforce
- Zoom
- GoToMeeting
- Oracle
- Strategic Relationship Building
- Litigation Risk Mitigation
- ER/HM Performance Metrics Analysis
- Operational Budget Oversight
- Contract Performance Optimization
- Operational Strategy Development
- Medical Staff Collaboration
- Client Facility Assessments
- Pro-forma Analysis
- Corporate Orientation Implementation
- C-Suite Strategic Engagement
- Staff Development and Mentoring
- Medical Director Material Development
- Contract Renegotiation Analysis
- Physician Contract Compliance
- Client Leadership Communication
- Action Plan Development
- Telemedicine Program Management
- Post-Acute Care Collaboration
- Provider Schedule Coordination
- Telemedicine Advocacy
- Provider Performance Monitoring
- New Provider Onboarding
- ACO Relationship Enhancement
- Performance Evaluation Strategies
- Operational Productivity Systems
- Medicare Admissions Growth
- Market Presence Enhancement
- Branding Initiative Design
- Strategic Partnership Development
- Leadership training
- Cost analysis and savings
- Process Improvements
- Strategic planning and execution
- Operations Oversight
- Growth management
- Facilities Management
- Business Administration
- Business Development
- Organizational Development
- Strategy Development
- Cross-functional team management
- Performance Analysis
- Budget Control
- Operations Management
Technologiesskills
Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Publisher, Lotus Notes, Amplicare CRM System, HomeCare HomeBase CRM, Allscripts/ECIN, Matrix, Point Click Care, Canva, Sevocity, Athena Clinicals, Google Workspace, Dropbox, DocuSign, Adobe Acrobat, Salesforce, Zoom, GoToMeeting, Oracle, Strategic Relationship Building, Litigation Risk Mitigation, ER/HM Performance Metrics Analysis, Operational Budget Oversight, Contract Performance Optimization, Operational Strategy Development, Medical Staff Collaboration, Client Facility Assessments, Pro-forma Analysis, Corporate Orientation Implementation, C-Suite Strategic Engagement, Staff Development and Mentoring, Medical Director Material Development, Contract Renegotiation Analysis, Physician Contract Compliance, Client Leadership Communication, Action Plan Development, Telemedicine Program Management, Post-Acute Care Collaboration, Provider Schedule Coordination, Telemedicine Advocacy, Provider Performance Monitoring, New Provider Onboarding, ACO Relationship Enhancement, Performance Evaluation Strategies, Operational Productivity Systems, Medicare Admissions Growth, Market Presence Enhancement, Branding Initiative Design, Strategic Partnership Development
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company Culture401k matchFlexible work hoursWork-life balanceHealthcare benefitsWork from home optionTimeline
Vice President of Operations
NES Healthcare
04.2023 - Current
VP Ohio Post Acute Care Program
Alteon Health
01.2020 - 04.2023
Corporate Director of Business Development
Personal Home Health & Hospice
08.2018 - 07.2019
Regional Director of Business Development
Northwood Healthcare
03.2018 - 07.2018
Regional Director of Sales
Atrium
09.2016 - 02.2018
Hospital Liaison
Communicare Family Of Companies
05.2012 - 10.2012
Various Roles
Senior Independence
01.2006 - 09.2016
Sales Marketing Coordinator Executive Assistant
Life Quest
Assistant in the Admissions Office
John Carroll
John Carroll University
Bachelor Of Science from Business Administration, Marketing
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