Nicole E. Douglas, Mph, Cphq Email & Phone Number

• Spearhead solutions to implement and maintain in-person and dedicated mental health support services within workplaces• Engage with customers to understand their unique requirements and tailor services to meet their needs effectively• Drive operational efficiency by streamlining processes and procedures to enhance service delivery and customer satisfaction• Proactively identify and address operational challenges to optimize workflow and service quality• Oversee administrative, logistical, and operational support for a network of 160+ mental health providers across varied industries including aviation, biotechnology, biopharmaceutical, clean energy, e-commerce, healthcare, finance, nuclear energy, and technology• Tackle complex problems to fulfill customer requirements, employing strategic thinking and innovative solutions• Continuously evaluate and improve services to adapt to evolving customer needs and industry trends• Collaborate with internal teams including Clinical Quality, Partnerships and Sales, Implementation, Customer Success, and Recruitment to facilitate seamless execution of onsite requests• Leverage cross-functional expertise to address customer challenges and drive successful outcomes• Co-developed and launched four new services to meet emerging customer needs, contributing to revenue growth and market expansion• Developed and implemented three strategic enhancements aimed at facilitating provider transition, bolstering retention rates, and fostering higher levels of engagement

Scheduling Tool Operations• Managed scheduling tool operations to optimize care experiences for providers and members• Developed and implemented strategies to enhance scheduling efficiency and effectiveness, utilizing data-driven insights and analytics• Collaborated with Analytics to design and implement a comprehensive dashboard, enabling informed decision-making and resource allocation to address gaps in scheduling tool• Spearheaded innovative solutions to address challenges and increase provider adoption of the scheduling tool, driving continuous improvement and user engagement• Piloted and launched scheduling workshops to significantly enhance efficiency in scaling scheduling tool, providing hands-on training and support to providers• Achieved 96% retention rate of providers who were at risk of not using scheduling tool, due to third-party enhancements • Successfully transitioned scheduling tool program to new team to fully focus on management and growth of onsite support programOnsite Support • Drove growth and change by adapting onsite support to a new model to meet evolving customer needs and market demands• Managed recruitment efforts for new service model, ensuring the acquisition of top talent to support program expansion and development• Fostered cross-functional collaboration with Clinical Quality, Legal, Finance, HR, and Recruitment teams to ensure alignment and synergy in program management and development efforts

• Managed program operations, process improvement initiatives, education, and cross-team coordination to optimize clinical outcomes of antimicrobial use in adults and pediatrics• Led multi-disciplinary team projects that reduced inappropriate antimicrobial use, including implementation and updates to health system policies and procedures• Evaluated health system performance to develop and implement data-driven and evidence-based interventions • Developed and maintained policies and procedures in accordance with regulatory and accreditation bodies, i.e. California Senate Bill 1311, The Joint Commission MM 09.01.01, and CMS Regulatory Standards• Organized documentation and communication of protocols, data, challenges, barriers, accomplishments, priorities, and COVID-19 updates i.e. clinical guidance, emergency use authorization (EUA) and other policies• Oversaw website operation, including design, content, and site maintenance

• Managed pay-for-performance improvement programs for UCLA Health patients and Medi-Cal Managed care enrollees • Designed and prepared interventions focused on improving patient care and clinical processes to assist health system in earning $42.3 million of $43.4 million (97.47% of available funds) in state funding• Collaborated with department improvement teams and subject matter experts to assess current state of patient population, develop appropriate solutions, and execute on identified opportunities• Identified and implemented strategies using lean methodology tools to support project’s goals and priorities• Researched, organized, and prepared quantitative and qualitative data for studies and reports• Analyzed and synthesized data from improvement activities and initiatives to present to task forces and steering committees• Led bi-weekly UC Health System meetings to identify best practices and overcome program challenges

Greater Los Angeles Area

• Managed medical education programs concurrently with overlapping deadlines from conception to implementation• Collaborated with clients to define program scope, goals, objectives, expectations, risks, and results• Developed budgets and operating plans for programs ranging from $45,000 to $200,000• Secured 30% to 65% of program financial support by fundraising over $850,000 in educational grants• Coordinated acquisition and maintenance of supplies and equipment• Led internal and external cross-functional teams through complex program logistics to ensure program sustainment and success• Developed and produced marketing materials through program brochures and e‐marketing campaigns to drive audience engagement and enrollment • Developed program metrics to assess program strengths and identify areas for improvement• Analyzed and presented program metrics to clients to improve quality, visibility, and profitability of program

• Monitored and reviewed screening activities at O'Hare International Airport to prevent spread of Ebola virus• Contributed to planning, implementation, and evaluation of Prepare Chicago initiative with emphasis on community preparedness and community recovery• Ensured activities complied with regulatory requirements and integrated with activations, exercises, and drills• Assessed strengths and areas for improvement in emergency operations coordination, information sharing, medical surge, epidemiology, and surveillance• Conducted qualitative research and evaluations of onsite medical operations

• Spearheaded comprehensive proposition strategies based on deep understanding of competitive landscape • Analyzed, identified, and communicated trends and challenges impacting programs on quarterly basis to senior leadership• Presented recommendations to senior leadership and Advisory Board on how to drive results based on program analysis • Understood, interpreted, and predicted outcomes of recommendations, and anticipated outcomes of introducing change to existing processes and programs• Collaborated with cross-functional teams to facilitate implementation of immediate and long-term program strategies

• Developed, monitored, and evaluated work plans and outcomes for program implementation• Streamlined operations and services of programs to increase productivity and quality of deliverables by 21%

• Formulated and facilitated communication strategies and processes for implementation of new programs• Identified, negotiated, and executed strategic partnership opportunities with key stakeholders

• Helped raise $15 million in Northern California, Oregon, and Washington for Hillary Clinton for President • Created and managed budgets; monitored accounts; and negotiated contracts with vendors• Recruited, trained, directed, and supervised 195 volunteers for fundraisers and phone bank centers

Master'S Degree, Public Health, Health Policy And Administration

Activities and Societies: Founder, SPEECHmasters, 2015; Programming Committee Chair, Minority Health in the Midwest Conference, 2015

Bachelor Of Arts, Business Communications

Activities and Societies: Student Body President, 2006-2007 Resident Housing Association President, 2004-2005 Habitat for Humanity, Spring.