NICOLE MCPHERSON
Acampo,US
Summary
Accomplished healthcare leader with a proven track record in driving exceptional client and member experiences through innovative program development and team leadership. Passionate about improving the lives of seniors and their caregivers by enhancing programs, fostering engagement, and driving impactful outcomes that align with organizational goals.
Overview
16
16
years of professional experience
Work History
Director of Coaching Services
Ceresti Health
09.2020 - Current
- Lead a team of coaches and engagement specialists, achieving key program outcomes, including caregiver satisfaction and engagement metrics.
- Recruit, hire, and mentor team members, ensuring high-quality service delivery and alignment with organizational values.
- Collaborate with senior leadership to set strategic direction, driving innovation in caregiver support programs.
- Develop data-driven insights to optimize program and coaching performance, resulting in improved program return on investment (ROI) and consistent NPS scores over 70.
- Collaborate across sales, fulfillment, and software development teams to align program goals with organizational strategy and deliver user-friendly tools for engagement.
- Spearhead the design and implementation of programs, including overseeing clinical intervention activities for an NIA grant project.
- Manage client relationships by fostering trust, addressing concerns, and collaborating with stakeholders to ensure program alignment with client needs.
- Serve as a panelist for webinars, sharing expertise to educate and engage diverse audiences.
Senior Caregiver Coach
Ceresti Health
09.2015 - 09.2020
- Managed team of coaches, consistently exceeding engagement goals with over 50% weekly and 80% monthly participation rates.
- Coached caregivers through the support program, providing guidance and support
- Ensured caregiver satisfaction through effective training, program execution, and regular performance evaluations.
- Led weekly interdisciplinary team (IDT) meetings and collaborated with sales and enrollment teams to optimize training and program delivery.
- Fostered strong client relationships to drive satisfaction and program retention.
- Participated in the creation and development of content to enhance the caregiver experience and improve program delivery.
Community Relations Manager
O'Connor Woods
01.2012 - 08.2015
- Cultivated relationships with hospitals, skilled nursing facilities, and physicians to drive community referrals.
- Maintained an occupancy rate above 95% by effectively managing the sales pipeline and guiding prospects through the decision-making process.
- Facilitated seamless move-in processes and maintained an accurate leads database.
Lead Personal Care Assistant
O'Connor Woods
02.2010 - 01.2012
Personal Care Assistant
O'Connor Woods
02.2009 - 02.2010
Education
Bachelor of Science (B.S.) - Psychology
University of The Pacific
Stockton, CA01.2012
Skills
- Strategic Leadership & Vision
- Data Analytics & Performance Metrics
- Program Development & Implementation
- Team Recruitment & Staff Development
- Cross-Functional Collaboration
- Client Relationship Management
- Member/Customer Engagement
- Problem-Solving & Adaptability
Timeline
Director of Coaching Services
Ceresti Health
09.2020 - Current
Senior Caregiver Coach
Ceresti Health
09.2015 - 09.2020
Community Relations Manager
O'Connor Woods
01.2012 - 08.2015
Lead Personal Care Assistant
O'Connor Woods
02.2010 - 01.2012
Personal Care Assistant
O'Connor Woods
02.2009 - 02.2010
Bachelor of Science (B.S.) - Psychology
University of The Pacific
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