Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Nicole Hansen MAG, BS-SLP, BSN, RN

Nicole Hansen MAG, BS-SLP, BSN, RN

Evans,GA

Summary

Accomplished Director of Client Success and results-driven clinician with expertise in building strong client relationships, strategic planning, and operational optimization. Skilled in leading diverse teams, managing complex projects, and fostering collaboration to enhance efficiency and quality. Recognized for implementing innovative solutions that drive retention, strengthen partnerships, and deliver measurable results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Director of Client Success

AMC Health
New York, NY
03.2023 - Current
  • Directed cross-functional teams to design and implement tailored strategies that aligned with client goals, ensuring seamless delivery, measurable outcomes, and long-term partnerships.
  • Leveraged data-driven insights to forecast trends, inform strategic decisions, and drive innovative programs that enhanced client success and engagement.
  • Collaborated across sales, marketing, product, clinical, and customer service teams to ensure alignment and deliver a cohesive, high-value client experience.
  • Proactively identified and mitigated risks to safeguard project success and maintain operational excellence.
  • Co-developed and implemented new programs with health systems for specific populations in need, focused on compliance, satisfaction, and outcomes.

Senior Telehealth Success Manager

Doxy.me
Charleston, SC
02.2021 - 03.2023
  • Brought on as the UX Innovation Manager supporting the product and design teams as a healthcare SME.
  • Collaborated with the CEO and CGO to develop and implement 2022 Growth Strategies, identifying key opportunities within the organization and the external market.
  • Provided strategic insights and expertise in healthcare to drive product development, design, growth strategies, research initiatives, thought leadership, and strategic partnerships, contributing to organizational success.
  • Partnered with the CEO to design and lead the Telemedicine Success Bootcamp, training emerging healthcare leaders to navigate the evolving telemedicine landscape.
  • Authored and curated thought leadership content to elevate Doxy.me’s credibility and position as an industry leader in telehealth.
  • Led the transformation and optimization of the company’s Help Center, enhancing support and user experience for clients, patients, and internal teams.
  • Conceived and launched the International Provider Directory project, expanding the company's global footprint and fostering international growth.
  • Achieved UX Certification from Nielsen Norman Group, underscoring expertise in user experience design and commitment to exceptional user-centered solutions.
  • Promoted to Senior Telehealth Success Manager to lead the establishment and implementation of an Account Management process, streamlining operations for 500 clinics, resulting in improved efficiency and client retention.

Marketing and Business Development Manager

Bayada Home Health
Cherry Hill, NJ
04.2012 - 02.2021
  • Achieved 157% year-over-year growth in Q1 2021 and pioneered innovative business development strategies during the global pandemic, including social media and media partnerships.
  • Led growth-partnership initiatives with Department of Veteran Affairs leadership, contributing to the organization’s expansion.
  • Launched and managed a successful telemedicine pilot program, collaborating with cardiac leadership to enhance patient outcomes through telemedicine solutions.
  • Co-developed new software and program with Cooper University Neurology.
  • Transformed key health system accounts like Cooper University, Jefferson, and Pennsylvania Hospital into top performers, driving market growth.
  • Client Services Manager from 2012-2014:
  • Recognized as a MAPP Mentor for exceptional leadership and contributions to client services and team development.
  • Managed a caseload of 200 home health clients, overseeing staffing, operations, and administration.
  • Recruited, trained, and mentored a team of 45 staff members, fostering a culture of excellence and achieving KPIs for growth and retention.

Education

Master of Arts - Gerontology

University of Northern Colorado
Greeley, CO

Bachelor of Science - Nursing

Thomas Jefferson University
Philadelphia, PA

Bachelor of Science - Speech-Language Pathology and Audiology

University of Northern Colorado
Greeley, CO

Skills

  • Key account development
  • Client and stakeholder relations
  • Revenue growth
  • Risk management
  • Process improvement
  • CRM software
  • Quality assurance standards
  • Cross-functional coordination

Certification

  • Nationally Certified Cultural Competency Trainer, National Resource Center on LGBT Aging, New York
  • NN/g UX (User Experience) Certified, Neilson Norman Group
  • Certified Customer Success Manager, SuccessHacker

Timeline

Director of Client Success

AMC Health
03.2023 - Current

Senior Telehealth Success Manager

Doxy.me
02.2021 - 03.2023

Marketing and Business Development Manager

Bayada Home Health
04.2012 - 02.2021

Master of Arts - Gerontology

University of Northern Colorado

Bachelor of Science - Nursing

Thomas Jefferson University

Bachelor of Science - Speech-Language Pathology and Audiology

University of Northern Colorado

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Nicole Hansen MAG, BS-SLP, BSN, RN