Chelsea Norton
Dallas
Summary
Goal-driven healthcare professional well-versed in marketing and business development, hiring and training of admission personnel and managing employees to provide exceptional customer service and quality care. Excellent skills in relationship building, issue response and improving performance metrics. Skilled at improving processes, productivity and cost control. Familiar with employee motivation and retention strategies. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for strong admission and discharge procedures with diverse patients and families. Skilled at analyzing referrals and navigating platforms to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
12
12
years of professional experience
Work History
Marketing & Business Development Director
Ensign Services
09.2023 - Current
- Increase census & monthly ADC month over month
- Increase community awareness by developing and executing strategic marketing plans
- Conduct comprehensive market research to identify trends, competitor strategies, and potential opportunities for growth
- Drive revenue growth through effective business development initiatives and partnership building
- Recruit, hire & train in the admissions department
- 24/7 coverage of admissions/marketing phone
- Running insurance benefits & authorizations if needed, requesting carve outs if necessary, using ICD 10 codes to help with highest reimbursement rates
- Team building, training & motivating
Regional Marketing Manager
Kindbody
05.2023 - 09.2023
- Managed all of Kindbodys Texas fertility clinics marketing and business development needs (Dallas, Austin, Houston)
- Graphic Design and Social Media
- Physician Liaison duties such as lunch & learns, PRIDE fest booths, physician dinners and open houses.
- Event planning
- Increase KPIs, hit monthly NPV goals per REI
Business Development & Marketing Manager
Ensign Services
02.2023 - 05.2023
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
- Supported organizational growth through active participation in networking events, conferences, and professional associations.
- Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
- Maintained database systems to track and analyze operational data.
- Handled all internal & external admission responsibilities
Clinical Liaison
Montage Hills
01.2022 - 12.2022
- Answer and respond to all Skilled Nursing Rehabilitation, Long Term Care and Hospice referrals that come in via fax, Extended Care & Navihealth in a timely manner of under 15 minutes.
- Reviewed all insurances for financial risks/benefits, including in network plans, out of network, LOA agreements and one time contracts.
- Clinical on-sites to answer questions, concerns, and give pertinent data about community and therapy/nursing outcomes.
- Work with families, power of attorneys or friends of patients on how to best support the patient while at the community to have the most successful outcomes.
- Marketing and business development for the community which entails physician office visits, marketing to other senior living communities and build hospital partnerships that end up creating more referrals and recommendations.
- Consistent evaluation of patient satisfaction and making suggestions for changes or improvements to policies and procedures which included 24-72 hour post discharge check ups on all skilled patients & 30 day post discharge wellness checks to limit hospital readmission rates.
- Working flexible hours; night, weekend, and holidays.
Clinical Liaison
Ensign Services
07.2019 - 01.2022
- Managing all leads and admissions to 11 Endura/Ensign buildings.
- Managing and updating 11 teams in regard to patient status.
- Daily rounds at hospitals to do clinical onsite on referrals.
- Managing and maintaining fast response times of under 15 minutes and keeping high approval percentage.
- Making intelligent risks with clinical and financial decisions.
- Brainstorming with facilities on how to get to "Yes" frequently.
- Conducting tours for Independent living, Assisted living, Memory Care, Rehab and Long term care.
- Providing assistance to case managers, patients and families all the way up to 72 hours post admission and 30 days after discharge.
- Frequent marketing to other senior living communities, physician offices and city events. Partnerships with key hospice and palliative providers.
Marketing and Business Development Director
Ensign Services
07.2017 - 01.2022
- Established and maintained relationships with key decision-makers within the healthcare organization to promote growth and retention.
- Performed research weekly, monthly and quarterly to uncover potential target areas and markets.
- Assisted in all patient admissions for independent living, assisted living, memory care, hospice, long term care and acute rehab based on federal and state laws.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Collected data about patient care problems and used that information to create PIPs, educating and promoting quality improvement with expectations of change.
- Led, directed and motivated others to innovate and excel.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
Admissions and Business Office
Center At Northridge
02.2017 - 07.2017
- Managing referrals, verifying financial eligibility, obtaining prior authorizations and carve outs if needed.
- Conducting tours and room readiness for 96 bed all skilled facility.
- Helped obtain high acuity referrals, ensuring successful outcomes or direction for the appropriate care.
- Developed great partnerships with orthopedic offices, discharge planners, physicians and home health and hospice agencies.
- Obtained consents, signatures and reviewed admission documentation with patients or POA. Notification of co-pay amounts and start dates.
Administrative Assistant/Admissions Coordinator
Avamere Brighton
09.2013 - 02.2017
- Assistant to NHA, assisting in social services, medical records, business office and admissions.
- Managing day to day operations with NHA & DON
- PASRR compliance and submitting
- Scheduling all necessary appointments for patients while under our care, as well as discharge appointments for after care.
- Managed transportation team and their schedules.
- Managed petty cash and balancing.
- Uploading medical records and integrated electronic charting instead of paper.
- Attended weekly rounds at hospitals for marketing and problem-solving purposes, follow ups from referrals and answering any questions or concerns.
Education
Front Range Community College
Westminster, COSkills
- Problem Resolution
- Familiarity with Community Services
- Comprehensive Referral Management
- Developing Relationships
- Policy and Procedure Communication
- Efficient Organization
- Patient and Family Communication
- Performance Enhancement Strategies
- Assisted Living
- Proficient in SOP Development
- Independent Living
- Hospice Support Services
- Operational Standards
- Patient Eligibility Requirements
Death Doula
Death doulas — or more accurately end-of-life doulas — help people navigate death. These professionals offer a variety of services that includes helping a person write their own obituary, completing legal paperwork and creating a peaceful, loving atmosphere at death.
Assisted Living Administrator
Completed certification July 2022 for Colorado's assisted living administrator certificate.
Timeline
Marketing & Business Development Director
Ensign Services
09.2023 - Current
Regional Marketing Manager
Kindbody
05.2023 - 09.2023
Business Development & Marketing Manager
Ensign Services
02.2023 - 05.2023
Clinical Liaison
Montage Hills
01.2022 - 12.2022
Clinical Liaison
Ensign Services
07.2019 - 01.2022
Marketing and Business Development Director
Ensign Services
07.2017 - 01.2022
Admissions and Business Office
Center At Northridge
02.2017 - 07.2017
Administrative Assistant/Admissions Coordinator
Avamere Brighton
09.2013 - 02.2017
Front Range Community College
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