Nicole Mello
Mashpee,MA
Summary
Dynamic and results-driven Director of Communications and Administrative operations with over 16 years of progressive experience in the healthcare industry . Proven expertise in team leadership, strategic planning, and operational scheduling. Demonstrated ability to create a positive workplace culture and develop high-performing teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Administrative Operations/Director of Communications
Coastal Medical Transportation
Yarmouth, MA
10.2015 - Current
- Evaluated program effectiveness to determine return on investment, and drive strategic enhancements.
- Analyzed market data to inform decision-making and strategic planning.
- Coordinated advocacy relations meetings, ensuring the preparation of necessary materials in advance.
- Developed and implemented robust communication strategies to enhance public relations efforts.
- Managed a communication department, fostering relationships with key clinicians, advocates, and opinion leaders.
- Scheduled and managed workforce operations for over 1,000 employees, optimizing resource allocation.
- Performed essential administrative duties, including document management, communication, and vendor relations.
- Developed and enforced scheduling policies to streamline operations and enhance productivity.
- Oversaw office bookkeeping, including insurance billing, and patient payment processing.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior leadership to set long-term objectives for the company.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
Unit Secretary /Certified Nursing Assistant
Cape Cod Hospital
Hyannis, MA
06.2015 - 01.2017
- Maintained patient records, medical histories, test results and other pertinent information in the hospital's computer system.
- Assisted nursing staff with administrative tasks such as scheduling appointments, ordering supplies and preparing charts.
- Responded to requests from internal staff regarding patient information in accordance with HIPAA regulations.
- Assisted with admitting processes including completing forms, obtaining signatures and verifying insurance coverage.
- Facilitated communication between medical staff, patients, and families to ensure effective care delivery.
Lead Emergency Dispatcher
Cape Cod Ambulance /American Ambulance
Yarmouth, MA
04.2012 - 10.2015
- Monitored, evaluated and documented all incoming calls for service and prepared reports accordingly.
- Trained new dispatchers on the use of dispatch equipment, communication protocols and other related duties.
- Coordinated emergency response teams to ensure appropriate resources were dispatched in a timely manner.
- Provided guidance to callers during emergencies and relayed pertinent information to responding units.
- Assessed situations quickly and accurately to determine the most appropriate course of action.
- Responded quickly and calmly to emergency calls, screening inquiries and determining an appropriate response level based on established procedures.
- Maintained radio contact with law enforcement personnel, fire fighters, paramedics and other first responders while they are in the field.
Education
EMD -
APCO International
02-2024
Patient Care Techincan -
Coastal Career Academy
Fall River, MA06-2014
High School Diploma -
Diman Vocational Technical High
Fall River, MA06-2005
Skills
- Market Trends Analysis
- Employee Training and Development
- Customer Engagement Strategies
- Call Center and Dispatch Software
- Team Scheduling and Operations
- Work Crew Dispatch Management
- Zoll Cad and ESO Scheduling Software
- Proficient in the Microsoft Office Suite (Excel, PowerPoint, Word)
- Billing and Insurance Processing
- Contract management
- Operations management
Certification
- EMD Certified Apco
- PCT Certification
- BLS/ Cpr First Aid
Timeline
Director of Administrative Operations/Director of Communications
Coastal Medical Transportation
10.2015 - Current
Unit Secretary /Certified Nursing Assistant
Cape Cod Hospital
06.2015 - 01.2017
Lead Emergency Dispatcher
Cape Cod Ambulance /American Ambulance
04.2012 - 10.2015
EMD -
APCO International
Patient Care Techincan -
Coastal Career Academy
High School Diploma -
Diman Vocational Technical High