Rachael Fricke
Baton Rouge,Louisiana
Summary
With a rich background spanning 20 years in customer service, I serve as Premier Health’s Vice President of Marketing and Patient Engagement. My journey commenced in the hospitality industry with Marriott and Hilton, where I cultivated my passion for service excellence. I now oversees Premier Health’s marketing department and overall patient experience, where I take immense pride in crafting innovative strategies to boost patient engagement. My strategic training programs focus on equipping my teams with the skills necessary for acquiring new patients and nurturing lasting loyalty. Having contributed significantly to the Franciscan Missionaries of Our Lady Health System, my healthcare expertise runs deep. I am also a member of the Urgent Care Association. A proud Louisiana native, my community roots reinforce Premier Health’s commitment to excellence and consumer focused care.
Overview
19
19
years of professional experience
Work History
Vice President, Marketing and Patient Engagement
PREMIER HEALTH
01.2014 - Current
- Premier Health is a celebrated market leader in health system urgent care joint-ventures
- Managing over 112 clinics across the country on behalf 25 top health systems including Trinity Health, Our Lady of the Lake, LCMC, The University of Kansas Health System and more
- Increasing profitability and competitiveness by continuously improving patient experience, brand awareness and service line innovations across portfolio of 25 brands and 112 clinics nationwide through measurable programs including NPS survyes, VoC, reputation, quality and improvement initiatives
- Manages the complexity of over 25 unique private and health system partners, each with their own board, needs and visions generating over $170M in top line revenue and $30M in EBITDA
- Key player in growth strategy, partnership and center development resulting in 200% growth in clinics and 170% growth in revenue
- Industry leader in patient acquisition, engagement and experience
- Industry leading NPS score of 86 and Google rating of 4.6 completing over 1,500,000 annual patient visits
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Analyzes and interprets complex data for company’s expansion with a focus on service excellence, customer experience, marketing, and financial growth while maintaining a positive professional culture
- In less than 2 years, assisted Premier Health from ranking in the top 10 health system affiliated operator to becoming the 5th largest health system affiliated Urgent Care operator in United States
- Fosters positive and productive relationships with leadership, partners, physicians, administrative staff, patients and the public, a collaborator and a team builder.
- Increased company growth through collaboration with sales and marketing departments.
Project Manager Team Leader
Franciscan Missionaries of Our Lady Health Systems
01.2012 - 01.2014
- Our Lady of the Lake Regional Medical Center is one of the 25 largest hospitals in the country and one of only three Level I trauma centers in Louisiana
- Worked closely with the Vice President of Shared Services to execute key initiatives including: Coordinating an implementation team to successfully transition a hospital acquisition
- Integrated, rebranded and ensured a smooth merger of the LSU Bogalusa hospital into the FMOLHS family
- Built and established strong partnerships with teams, vendors and c contractors Ensured all projects were de-risked, delivered on time and met goals by managing timelines, team performance and cost efficiency.
F&B Outlets Director
HILTON CAPITOL CENTER
01.2006 - 01.2012
- Hilton is a leading global hospitality company with a portfolio of 22 world-class brands comprising more than 7,300 properties and more than 1.1 million rooms, in 123 countries and territories
- Led the day-t0-day operations of the property's restaurant, bar, coffee bar and banquet department
- Achieve 4 star rating during tenure
- Managed 48 employees, staff scheduling, inventory, equipment, supplies, training, food and quality control, voice of the customer, customer satisfaction and ratings
- Ensured food, labor and liquor costs met benchmarks.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
Education
Bachelor of Science - Healthcare Administration
Purdue Global
IndianaSkills
- Operations Management
- Customer Experience
- Patient Experience
- Service Excellence
- Voice of Customer
- Strategy
- People Management
- Performance Tracking
- Marketing Analytics
- Service Analytics
- Benchmarking
- Project Management
- Service Promotion
- Vendor Management
- Negotiation
- P&L Budgeting
- Expense Budgeting
- Market Research
- Go to Market Strategy
- Brand Building
- Lead Generation
- Partner Marketing
- Customer Marketing
- Product Marketing
- Partnership Development
- Customer Segmentation
- Competitive Analysis
- Integrated Marketing
City
Baton Rouge
State
Louisiana
Personal Information
Title: Customer Experience, Operations and Marketing Executive
Publications
- Seasoned in crisis response mitigation and recovery by responding quickly and effectively to emerging and critical needs
- Adapted operations to the COVID-19 pandemic to ensure continuity of operations and continue serving patients. Premier Health was one of the first organizations to offer virtual care, curbside care and drive-thru testing sites.
- Launched 4 new service lines in 9 months across multiple clinics and markets to drive patient volume, profitability and loyalty: IV Hydration Services, Semaglutide Medical Weight Loss, Hormone Replacement Therapy, Botox
- Manages $10M marketing and patient experience budget
- Oversees telemedicine, telemedicine call center and expansion efforts. Oversees all customer facing solutions and services and operations teams including: Digital Tools - online scheduling, Experity, Epic, Telemedicine, web chat, podium, 22 websites, 43 social media accounts, 112 directory listings NPS, Reputation
- Opened 50+ clinics since 2014. Training front office staff, creating all marketing assets, operations, strategy, tools and performance tracking
Timeline
Vice President, Marketing and Patient Engagement
PREMIER HEALTH
01.2014 - Current
Project Manager Team Leader
Franciscan Missionaries of Our Lady Health Systems
01.2012 - 01.2014
F&B Outlets Director
HILTON CAPITOL CENTER
01.2006 - 01.2012
Bachelor of Science - Healthcare Administration
Purdue Global
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