Nicole Quintero Email & Phone Number

New York, Ny, Us

New York, New York, United States

New York City Metropolitan Area

(Contract Part Time Position)◆ Executed special projects for family office with high level of discretion◆ Negotiated and contracted vendors to complete work on special projects◆ Reacted urgently to security needs of client including travel provisions, home security, and handling of highly confidential information

New York, New York, United States

Within 90 days:◆ Developed and implemented a comprehensive Customer Success Program for the entire customer pipeline at a B2B SaaS Healthtech company◆ Authored and implemented SOPs for Upselling, Churn, and New Product Rollouts to monitor product usage, identify churn risks and expansion opportunities, and form strategy and action items◆ Managed a $1.5 million account revenue portfolio, including key B2B enterprise clients.◆ Achieved a 34% increase in annual enterprise client revenue.◆ Maintained pre-arrival pre-registration rates at 74% through strategic collaboration.◆ Improved practice management in various specialties: OB/GYN, Family Medicine, Mental Health, Pediatrics, Primary Care, and Immediate/Urgent Care.◆ Collaborated with the VP of Engineering to enhance healthcare technology, aligning product roadmap with current healthtech gaps.

Remote

◆Patient Retention Improvement: Achieved a 137% increase in patient retention within one quarter, elevating the rate from 26% to 63%.◆Patient Bookings Growth: Led a 35% increase in patient bookings across all locations in the first 90 days. Achieved a 55% growth specifically for New York City.◆Revenue Generation: Generated $1.4 million in sales through strategic initiatives.◆Multi-Clinic Operations Management: Managed patient flow across four fertility clinics (Santa Barbara, Atlanta, St. Louis, and New York City), identifying and addressing efficiency pain points.◆Cross-Functional Collaboration: Collaborated with executive leadership, finance, marketing, clinical teams, and corporate stakeholders to launch new services, expand to new locations, and improve Net Promoter Scores (NPS).◆Interdepartmental Synergy: Orchestrated collaboration between corporate and Atlanta clinical teams to enhance operational processes and patient experiences.

New York, New York, United States

◆Clinic Oversight: Managed all aspects of clinic performance, overseeing service volume, quality control, procurement, and data forecasting.◆Rapid Service Expansion: Successfully launched two new services – IV therapies and IM injections – within the initial 45 days of operation.◆Regulatory Compliance Expertise: Ensured adherence to key regulatory agencies, including OSHA, CLIA, and HIPAA, maintaining a high standard of compliance.◆Infection Control Implementation: Implemented rigorous infection control practices, prioritizing staff and patient safety within the clinical setting.◆Facility Enhancement Project: Spearheaded the redesign of a 2,000+ sq. ft. Point of Care facility, significantly improving patient experience, functionality, and safety.◆Effective Inventory Management: Established robust inventory tracking systems, optimizing stock volume, monitoring PPE burn rate, and conducting accurate forecasting.◆Talent Acquisition Leadership: Sourced, interviewed, and hired medically qualified staff, including Certified Medical Assistants and Registered Nurses, ensuring a skilled and capable workforce.◆Leadership and Coaching: Managed and provided guidance to two leadership roles, fostering professional growth and operational excellence.◆Expanded Accessibility: Led the expansion of clinic hours in the New York City region, operating 84 hours a week to enhance patient accessibility and convenience.

Remote

◆Directed a comprehensive organization in a state-funded vaccine program, orchestrating the establishment of structure, roles, logistics, training, marketing, and emergency procedures.◆Acted as Project Manager for a $1 million FEMA contract, serving as the primary point of contact for partnerships with Ventura County, CA, and Orange County, CA.◆Managed a diverse team of over 150 staff members, including 11 leadership positions spanning multiple departments.◆Strategically improved processes across various departments, including operations, customer service, procurement, medical billing, account management, website development, social media and PR, compliance, warehouse, staffing, and training.◆Established and led weekly meetings to provide updates to all 150 locations, gather feedback, and address questions within the leadership team, significantly improving company-wide communication and morale.◆Led the execution of state and government Request for Proposals (RFPs) and Request for Information (RFIs).◆Elevated the customer service department from 3 members to over 120, proficiently handling up to 13,000 calls and 8,000 emails daily.◆Managed call center forecasting, introduced IVR changes, and updated AI answering technology to reduce call and email volume while accommodating a remarkable expansion from 2 locations to over 150 across 16 states.◆Successfully resolved over $3,000,000 worth of undue vendor and lab fees through skillful contract negotiation and vendor relationship management.Implemented data organization strategies to reduce wasteful spending by over $12,000 per month. This encompassed addressing inactive user licensing, breached contracts, and payroll inconsistencies.◆Developed comprehensive company-wide Standard Operating Procedures (SOPs) and emergency plans, prioritizing staff safety, product security, and service consistency.