Ashley Osborne
Healthcare
Pleasantville,OH
Summary
Diligent, highly organized, efficient, and communicative Liaison professional with 9 years of experience in the Healthcare industry. Honest and ethical with exceptional conflict resolution talents. Dedicated to handling all types of inquiries efficiently and effectively. In addition, effective in serving as middle person in streamlining processes, resolving issues and improving communications.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Market Liaison
Signature Healthcare
11.2022 - 08.2023
- Manage state facilities census by morning reporting and ensuring every referral is inputted into referral management system as well as communication boards between corporate staffing intake and facility
- Communicating daily with target market bed availability, clinical capabilities for each facility, and pending referrals
- Initiate precerts for incoming patients through SalesForce as well as inputting all clinical needs and equipment for each accepting referral
- Conducting on-site evaluations for new referrals to ensure the responding facility can meet the patients clinical needs
- Work as a liaison between the facilities and hospitals for new and pending referrals, as well as admitting process and admitting date
- Plan and introduct facility strategic marketing and sales plans
- Follow hiring process for new oncoming admissions directors, conduct interviews, and onboard/train
- Collected and analyzed data and feedback to identify opportunities to improve relationship between Primary Care Physicians, Hospitals, Home Case Managers and the facilities
- Helped create communication plans and strategies for stakeholders, delivering materials and documentation when needed.
- Collected and analyzed data from Competitors, Area on Aging, and Hospitals to identify trends and opportunities for improvement.
- Responded to inquiries from preferred E-Referral Systems and outside clients immediately, facilitating quick resolution of issues.
- Liaised between the buildings and referring party to promote efficient communication and collaboration.
- Facilitated meetings and conferences (CEUs and Preferred Provider Hospital Systems) between the hospitals and facilities for better collaboration and efficient decision-making.
- Collected, arranged, and input information into PCC and CRM database system.
- Maintained PCC and CRM database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive facility programs and service improvements.
- Cultivated positive relationships with Hospital Discharge Planners & Physicians, Physician Offices, Home Health Co, and other healthcare vendors to deliver timely and cost-effective supply of services and materials.
Director of Marketing
Laurels of Walden Park
01.2021 - 11.2022
- Manages the facility’s census by developing and maintaining positive relationships with hospitals, physician groups, community organizations and insurers
- Act as a liaison between the facility and the outside community
- Connect daily with potential referral sources including hospitals, physicians, insurancs, case management companies and health care agencies
- Create and execute facility sales and marketing plans and strategies
- Conduct facility tours for potential guests and families
- Conduct admission screenings of potential guests; determine level of care, services required, equipment needs, and insurance coverage as needed
- Initiate precerts through different insurance portals accordingly for authorization prior to admission
- Communicate with in-house dialysis company and gather all information needed for guests’ admission into facility to start dialysis at our center
- Communicate with RTs from the hospitals and the building to ensure all equipment needed for ventilator patients are setup and ready prior to admitting into facility
- Oversee the Admissions Coordinator to ensure best practices are being used and lead, manage, and hold accountable the AC
- Communicate with HR about potential new hires when needed as well as review applications and conduct interviews with potential employees
- Coordinated with internal management to generate dynamic marketing content and communication tools for promotional campaigns to drive business
- Organized and executed creative marketing events and programs to increase referrals from the community and referring businesses
- Conducted market research and analysis to identify customer needs and preferences, trends, and opportunities
- Developed and presented marketing plans and reports to CEO and facility
- Continually maintained and improved company's reputation and positive image in Columbus and other surrounding counties market.
- Captured new customers by optimizing business strategies and launching programs to diversify offerings.
Community Liaison
Majestic Care
03.2020 - 08.2020
- Maintain a healthy and professional relationship with assigned hospital accounts discharge planners and physicians
- Review clinicals on every referral received to ensure we can meet the patients’ needs within our facilities
- Ensure every referral is inputted and assessments completed in referral management system, enquire
- Develop and maintain relationships with surrounding communities of the buildings
- Assist with admissions director duties
- Networked with local organizations, leaders, and hospitals, resulting in establishment of new and lasting partnerships and relationships.
- Distributed monthly community newsletters to convey important news and events to local families and leaders.
- Developed long-lasting partnerships with local leaders, management team and peers with active engagement, exemplary communication and consistent issue resolution.
- Collaborated with local organizations to expand health services and resources.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
Communicare Health Services, Hospital
05.2018 - 08.2019
- Build and maintain relationships with hospital discharge planners and physicians to ensure referrals/admissions
- Perform clinical assessments on each referral prior to admission in order to ensure the building can clinically meet the needs of the patient
- Initiate precert for all HMO patients within assigned hospital territory
- Monitor CRM database to ensure all referrals are in PCC properly before admitting, denying, or lost
- Advocate between the building and families/discharge planners to ensure a smooth transition for the patient from hospital to SNF
Regional Director of Business Development
Altercare Integrated Services
02.2018 - 05.2018
- Assist with the transition of the 8 Ohio Greystone centers to Altercare
- Onboard and Train all Admissions Directors on Altercare’s admission policies and procedures as well as provide ongoing assistance to each
- Create and oversee new reporting structure for the 8 centers and provide continuous coaching as we each learn
- Meet with area hospital Case Management departments, Primary Care Physicians and other pertinent Referral sources to educate them on the transition, as well as promote the new organization and the services
- Oversee and assist with the daily referral and admission flow with each center
Care Manager/Corporate Admissions Trainer
02.2017 - 01.2018
- Assigned hospital territory covering all Ohio Greystone centers to assist in the transition of care as well as promoting the services of each center to obtain new business
- Generating, evaluating, and assessing patient criteria for the skilled and sub-acute programs
- Establish sales goals and action items for the market development and implementation of the marketing plan for my assigned territory
- Review each referral both clinically and financially to ensure we can meet the needs of the patient in a timely manner
- Visit each patient in the hospital to ensure a smooth transition between the hospital and the center as well as to take the opportunity to meet with each case manager to ask for more business
- Develop and maintain a relationship with hospital discharge planners, facility Medical
- Directors and Primary Care Physicians to continuously build census for all centers
- Assist in the onboarding and orientation for all new Admission Directors and back up team members for each center, as well as any changes in the referral and admission process by the corporate office
Greystone Healthcare Management
09.2015 - 01.2018
Start Up Project Coordinator
05.2017 - 10.2017
- Was asked by CEO to create and streamline a referral process for all Ohio Greystone centers by managing all skilled referrals for each center through the call center o Completed all benefits verification and initiated pre-cert for all HMO patients resulting in 26% increase for HMO admissions (monthly average), and overall
- ADC for HMO from 21 to 32.(monthly average) o Increased referral acceptance turnaround time from approximately 60 minutes tominutes on average ( accepted pending insurance pre-cert approval) o Managed denial process resulting in an 18% decrease in denial conversion o Increased overall admission conversion from 61 to 72% o Assisted in the training and oversight of my replacement as I returned to the field
Admissions Director
Zanesville Health and Rehab
Zanesville, Ohio
08.2016 - 02.2017
- Manage the referral and admission process for the center, increasing census from average monthly ADC of 33/8 to 66/19 ADC
- Building relationships with all residents and families who enter the building upon admission
- Ensuring all admissions paperwork are filled out by appropriate person
- Establish a good rapport with hospital discharge planners, community, and physicians
- Participate in the Marketing Action Plan for the center and maintaining an acceptable census level
- Complete daily, weekly and monthly census reports as assigned
Social Services Director
Somerset Health and Rehab
Somerset, Ohio
06.2016 - 08.2016
- Ensure facility is in compliance with PASRR/LOC requirements
- Identifying and providing for each patient’s social, emotional and psychological needs
- The continuing development of the patient's full potential during his/her stay at the community and to assist in the planning for his/her discharge
- Participating in the pre-admission screening, providing information to families during admission, and orienting members to the LTC environment.
Care Navigator
Greystone Home Health
Newark, Ohio
09.2015 - 06.2016
- Responsible for promoting Greystone Home Health to all 10 Ohio Greystone centers and residents being discharged home in need of home health services
- Assisting internal and external referral sources in determining the most appropriate healthcare setting for the individual being referred
- Identify and communicate recommendations to referral source in a timely manner and follow up within 72 hours after placement is made to ensure patient’s needs are being met and that patient is located in the most optimal setting
- Monitor the rate of referrals versus admissions to effectively manage conversion time and serve as a liaison between the facility, agency and the outside community
- Increasing
- SOC from 4 per month to 20 (average), 80% Medicare
- Develop strategies to effectively manage admissions of patients requiring a variety of care and community service needs
- Participate in professional meetings, corporate trade shows and marketing activities as assigned.
Care
Heartland of Westerville, Navigator
Westerville, Ohio
11.2014 - 05.2015
- Act as a coordinator/liaison between the nursing center and patient to assist in any needs the patient may have before, during and after their stay at the center
- Ensure a smooth transition from the hospital to the center by verifying their room is ready for admissions, welcoming them upon arrival, assist in orienting the patient and family to the center
- Serve as primary back up to Admissions Department and assist with completing admissions agreements
- Responsible for meeting with patients daily and/or weekly to ensure they are satisfied with the care and services, as well as address any concerns with the Administrative Team
- Assist Social Services with the discharge planning process
- Complete 30 day discharge follow up calls on all discharged residents.
Intern
The Oaks at Bethesda
Zanesville, Ohio
07.2014 - 08.2014
- Assisting Admissions Department with referrals, tours, new admits
- Assisting Marketing Department with sales campaigns and blitzes
- Filing papers in medical records and patient charts
- Provided customer service to patients and families during weekend and evening hours
Volunteer
Rockmill Rehab Center
Lancaster, Ohio
01.2008 - 01.2011
- Assisted activity department with group activities
- Provided one on one activities for residents
- Assisted dietary department with delivery of meals and clean up
- Assisted Marketing Department with putting together sales material and promotions
Education
Hospital and Health Services
Heritage Professional College, Management
Columbus, Ohio 06.2013 - 05.2014
Business Administration
Central Ohio Technical College
Newark, OH 01.2012 - 05.2014
Skills
Detail Oriented
Affective Decision Maker
Effective Listener/Speaker
Culturally diverse
Relationship Builder
Assessment capabilities
Goal Oriented
Data analysis
Community outreach
Complex problems analysis
Strategic partnerships
Cultural Awareness
Strong Ability/Desire in Decision-Making
Strong Team Builder
CRM Database Management
Analytical Thinking
Accomplishments
- Collaborated with team of 4 to revamp, and grow census for a tarnished facility resulting in census growing from 8 to 80 in less than 6 months, being the community's' number one referring facility, and placed back into the local hospitals preferred provider list.
Timeline
Market Liaison
Signature Healthcare
11.2022 - 08.2023
Director of Marketing
Laurels of Walden Park
01.2021 - 11.2022
Community Liaison
Majestic Care
03.2020 - 08.2020
Communicare Health Services, Hospital
05.2018 - 08.2019
Regional Director of Business Development
Altercare Integrated Services
02.2018 - 05.2018
Start Up Project Coordinator
05.2017 - 10.2017
Care Manager/Corporate Admissions Trainer
02.2017 - 01.2018
Admissions Director
Zanesville Health and Rehab
08.2016 - 02.2017
Social Services Director
Somerset Health and Rehab
06.2016 - 08.2016
Greystone Healthcare Management
09.2015 - 01.2018
Care Navigator
Greystone Home Health
09.2015 - 06.2016
Care
Heartland of Westerville, Navigator
11.2014 - 05.2015
Intern
The Oaks at Bethesda
07.2014 - 08.2014
Hospital and Health Services
Heritage Professional College, Management
06.2013 - 05.2014
Business Administration
Central Ohio Technical College
01.2012 - 05.2014
Volunteer
Rockmill Rehab Center
01.2008 - 01.2011