With my nursing background, I have developed expertise in clinical implementation, program development, and customer relationship management. As Director at Collette Health, I collaborated with teams to provide SaaS solutions that enhanced patient and staff safety. I redesigned the customer account management process leading to higher clinical KLAS scores in less than 6 months. I analyzed customer data to develop strategies for improvement and identified upsell opportunities for sales, resulting in enhanced customer success and ROI. I created educational materials and resources for customers on new features and served as a liaison between customers and Product Development helping convert 100% of customers to a new software version within the 60-day deadline. Additionally, I supervised clinical operations and acted as the clinical implementation project manager and subject matter expert, offering program development and best practice information to healthcare customers. These efforts resulted in 99.9% customer retention, seamless customer implementations, and recognition as Best in KLAS at Collette Health.If you catch me outside of work, I am spending as much time as I can outdoors - running, doing yard work, or enjoying a bonfire.I'm always looking to grow my personal and professional network. Feel free to connect via LinkedIn or contact me directly at n.a.shields@outlook.comSkills: account management, clinical education, clinical program development, project management, project implementation, customer success, customer service, customer satisfaction, business development.
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Independent ConsultantOpen Bed LlcGrand Rapids, Mi, Us
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Customer Success, Account ManagerTissue Health PlusGrand Rapids, Mi, Us -
Currently Seeking Clinical Implementation Manager, Customer Success, Account Manager, Saas, SalesHealthcare Sep 2024 - Present
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Senior Director Of Clinical Implementation | Customer Success & GrowthCollette Health (Formerly Medsitter) Jul 2023 - Sep 2024United StatesDirect operations, education, account management/client success, and the implementation of projects for Collette Health's clinical program, a private equity-backed, cloud-based SaaS solution in healthcare.● Collaborated with Sales and Marketing departments, leveraging sales funnel insights to shape clinical support of sales strategies. Often coordinating with the sales team with customer presentations using PowerPoint on Zoom/Teams.● Tracked initiative progress and success by analyzing customer data to monitor customer success and provide additional training and resources to improve account health. ● Led clinical training projects leveraging project management tools including Asana to manage resources, timelines, and deliverables, achieving 100% on-time implementation for all 2023 initiatives and increasing overall project quality ratings by 10% from client feedback.● Implemented strong project management abilities to coordinate cross-functional teams in hospitals and facilitated the successful implementation of clinical training initiatives.● Collaborated with key decision makers, including CNO, Clinical, and IT teams, as a true team player, resulting in 100% of projects being implemented on schedule in 2023 and 2024.● Redesigned strategies to strengthen customer account management, resulting in a significant increase in positive client feedback for clinical training programs and 99% customer retention.● Analyzed CRM data to identify key trends in customer behavior, identifying up-sell opportunities in 20% of accounts. -
Director Of Clinical Implementation | Customer Success, Program DevelopmentMedsitter, Llc May 2022 - Jul 2023Demonstrated leadership prioritizing resources to meet the growing demands of the clinical training program by revamping and improving customer implementation, account management, and customer relationship management. ● Led a team of two to execute the rollout of new software version, successfully converting all customers within 60-day deadline.● Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.● Implemented strong customer service skills to drive sales growth and execute strategic and client success initiatives.● Innovated and improved company's clinical implementation strategies, leading to increased efficiency and positive client success outcomes.● Led the development and execution of training programs, successfully aligning them with customer expectations and standards, to deliver project on time.
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Implementation Specialist | Patient Safety Observation, Hospitals, HealthcareMedsitter, Llc Dec 2021 - May 2022● Developed and implemented effective clinical education programs tailored for key stakeholders, resulting in enhanced product understanding and increase in sales.● Leveraged clinical education expertise to provide comprehensive solutions leading to improved client satisfaction.● Incorporated product adoption strategies in the development and execution of clinical training programs resulting in improved efficiency and usage among staff.● Demonstrated expertise in building customer satisfaction through strategic communication building and maintaining customer relationships.
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Clinical Liaison | Account Management, Bd, B2B, SalesforceKindred Hospice Mar 2020 - Dec 2021Grand Rapids, MichiganLiaison for 4 business development reps in an outside sales setting during the pandemic. Despite the lockdown of key accounts, I navigated this obstacle by developing and nurturing relationships with assigned accounts, not only sustaining but expanding the business. ● Boosted client loyalty and revenue by implementing a sales strategy to enhance key account growth.● Enhanced client interaction and communication through CRM proficiency and tracking in Salesforce.● Leveraged in-depth hospice education to drive sales growth while ensuring the highest level of service for customers.● Incorporated strategic thinking to create an effective business plan, driving efficiency across departments.● Applied effective objection-handling skills to resolve client issues, resulting in a higher client retention rate. -
Clinical Case Manager | Healthcare Management, Chronic Diseases, Wound CareTrinity Health At Home Oct 2018 - Mar 2020Grand Rapids, Michigan• Executed case management for a caseload of 20-25 patients per week, surpassing daily targets with an average output of 6.5 units while implementing strategic telehealth initiatives that enhanced client engagement. -
Clinical Nurse | Disease Management, Patient AdvocacySpectrum Health Mar 2017 - Oct 2018• Coordinated efforts between nursing staff and medical teams to address individual patient needs; initiated tailored care plans that improved recovery times for up to 80 high-risk individuals throughout the region. -
Clinical Specialist | Virtual Patient Observation, Patient Safety, Staff Education, Medical SoftwareAvasure Aug 2014 - Mar 2017Lead Clinical Educator of over 55 Go-Lives. Assessed customer clinical workflows and implemented plans to ensure acceptance of products, technology, and best practice integration. Including high regard for customer service and maintaining relationships with customers throughout planning, implementation, and post-go-live. ● Designed, developed, and delivered strategic educational materials, using instructor-led, train-the-trainer, electronic, web-based, multimedia education and development methods.● Analyzed customer clinical workflows in detail to identify gaps, implementing targeted plans that resulted in 95% product acceptance and seamless integration of technology into daily operations.● Directed staff education on complex concepts in a simple, concise manner to all levels of healthcare professionals in diverse settings from one-on-one to formal large-group situations.● Strong presentation and public speaking, with audiences including c-suite, physicians, surgeons, clinicians, nurses, patient care technicians, bio-med staff, and housekeeping.• Crafted specialized presentation materials supporting remote monitoring tools’ adoption process while ensuring comprehensive knowledge transfer evident through participant satisfaction ratings exceeding 90%. -
Home Health Nurse | Patient Advocacy, Patient Education, Wound CareSpectrum Health Feb 2013 - Aug 2014Performed direct patient assessment, care, and patient education to home care patients across West Michigan. ● Collaborated with other members of the care team to advocate for patients and troubleshoot problems. ● RoadNotes, HomeWorks, and Cerner Software to document patient care. ● Microsoft Office suite to communicate and perform essential job duties.
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Lpn - Charge NurseSpectrum Health Feb 2008 - Feb 2013Charge nurse in a 143-bed facility with a caseload of 15-22: LTC, medical-surgical, rehab, brain injury/ behavioral rehab patients. Providing education, treatments, IV therapy, venipuncture, and wound care. ● Effectively supervised 3 CNAs and delegated staff nurse duties. ● Routinely collaborated with department managers to correct problems and improve services to patients and their families. ● Advocate for patients when communicating with physicians, case managers, doctor's offices, and other clinical staff.
Nicole Shields Education Details
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Nursing -
Visual Communications -
Registered Nursing/Registered Nurse
Frequently Asked Questions about Nicole Shields
What company does Nicole Shields work for?
Nicole Shields works for Open Bed Llc
What is Nicole Shields's role at the current company?
Nicole Shields's current role is Independent Consultant.
What schools did Nicole Shields attend?
Nicole Shields attended Ferris State University, Kendall College Of Art And Design, Excelsior University.
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Nicole Shields
Indianapolis, In
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