Madeline Baten
Los Angeles,CA
Summary
Healthcare Operations Director with proven experience leading branch performance, operational growth, and strategic initiatives within the home health industry. Skilled in driving census and revenue growth, optimizing financial performance, managing budgets, and strengthening operational efficiency across branch operations. Partners closely with clinical, business development, billing, and referral teams to expand market presence, improve patient access, and achieve organizational performance goals; while maintaining the highest standard of quality in patient-centered care.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Executive Director
Aveanna Healthcare
Sherman Oaks, California
09.2025 - Current
- Directed branch operations with a strong focus on revenue growth, census development, operational efficiency, and regulatory compliance.
- Drove branch growth strategies in partnership with Business Development, referral sources, and community partners, increasing census and exceeding established hours and growth targets.
- Managed branch financial performance, including budgets, expenses, purchasing, revenue projections, and resource allocation, to maximize profitability and operational effectiveness.
- Partnered with Finance to develop and forecast annual budgets, monitor financial performance, identify cost-saving opportunities, and align resources with organizational growth objectives.
- Established and implemented strategies that increased branch contribution and strengthened overall financial performance.
- Collaborated with Business Development to expand referral networks, engage nursing professionals, develop new business opportunities, and increase patient volume.
- Monitored patient authorizations, funding resources, billing processes, and reimbursement activities to support revenue growth and minimize delays in payment.
- Partnered with the Billing team to ensure claims were submitted accurately and processed timely, supporting a healthy revenue cycle and reducing potential reimbursement issues.
- Oversaw daily patient and nursing operations, ensuring appropriate staffing, efficient service delivery, and alignment with branch productivity and financial goals.
- Ensured strict adherence to healthcare regulations, state requirements, organizational policies, documentation standards, and accreditation guidelines.
- Collaborated with the Clinical Director to conduct internal compliance reviews, identify operational gaps, implement corrective actions, and maintain regulatory readiness.
- Led branch preparation for CHAP accreditation surveys and state regulatory surveys, ensuring compliance with applicable standards and maintaining the branch's license and accreditation.
- Conducted initial patient assessments and admissions in collaboration with the Clinical Director, supporting appropriate patient placement, timely service initiation, and continued census growth.
- Recruited, trained, mentored, coached, and evaluated branch personnel while maintaining accountability for performance, productivity, and achievement of organizational goals.
- Managed employee, patient, and family concerns effectively, resolving issues promptly while maintaining service quality, regulatory compliance, and customer satisfaction.
- Partnered with clinical leadership to improve care coordination, service quality, and operational processes while maintaining compliance with regulatory and accreditation standards.
- Maintained oversight of branch performance metrics, patient census, nursing operations, staffing, revenue activities, and compliance initiatives to support sustained growth and operational excellence.
Client Service Coordinator
Aveanna Healthcare
Sherman Oaks
09.2023 - 09.2025
- Managed patient cases by scheduling care, coordinating nursing services, verifying authorizations, offering compassionate support to families, and resolving issues efficiently.
- Attended business events such as the CHLA Walk and CHOC Walk to support advocacy, strengthen community relationships, and contribute to business development initiatives.
- Collaborated with other offices to train employees on key responsibilities and best practices related to my role.
- Processed payroll and managed pay adjustments for employees, ensuring accuracy and timely compensation.
- Took on additional responsibilities to increase service hours and collaborated with the Clinical Director to conduct initial assessments and admissions (SOC's), ensuring referrals were appropriate candidates for home health services.
- Assisted other branches with patient assessments and admissions to support consistent service quality and contribute to overall regional growth.
- Led coordination of volunteer opportunities to actively advocate for patients, foster teamwork, and drive impactful community engagement.
- Conducted insurance eligibility verification, requested prior authorizations for services, and resolved authorization-related issues to ensure seamless patient care.
- Collaborated with the Business Development team and Clinical Director to engage nursing students from local nursing schools, and promoting business opportunities and encouraging nurse recruitment.
- Held regular meetings with the billing and authorization teams to resolve billing errors and clarify authorization processes.
- Tracked service hours for the branch to ensure accurate reporting, staffing efficiency, and support for operational goals.
- Recruited, interviewed, and hired nurses to ensure optimal patient care and staffing needs.
- Ensured compliance with federal, state, and local laws regarding equal employment opportunity practices.
- Maintained accurate records of all employee hiring activities in accordance with company policy.
- Tracked billing and authorization errors through reports to identify trends, ensure accuracy, and support timely resolution.
- Investigated harassment allegations to ensure a safe work environment., work complaints or other employee concerns.
- Provided termination status updates to HR and managers for comprehensive oversight.
- Assisted in resolving disputes between employees that arise due to misunderstandings or disagreements about work rules or procedures.
- Coordinated with insurance companies to verify coverage and process claims for home care services.
- Collaborated with healthcare providers to coordinate additional services for clients as needed.
- Took on after-hours responsibilities, including on-call coordination, to ensure continuous support and smooth operations.
- Maintained accurate and confidential client records, including care plans and progress notes.
- Managed nurses’ schedules, preferences, pay rates, and addressed related concerns to ensure smooth staffing operations.
- Managed a high volume of patient cases and referrals while delivering excellent customer care with intentional compassion and effective problem-solving.
- Conducted home visits on a regular basis to ensure client satisfaction.
- Led team meetings to discuss client progress, staff performance, and operational improvements.
- Created a positive and supportive work environment for all team members (internal and external) by celebrating both small and big milestones, recognizing individual contributions, and fostering morale to enhance teamwork and productivity.
Physical Therapy Aide/Front Desk Clerk
Fitness Philosophy
Woodland Hills, CA
03.2023 - 09.2023
- Worked directly with Physical Therapist to ensure effectiveness of patient treatment.
- Documented patient physical therapy treatments and made observations on improvement.
- Answered phones to schedule patients, speak to referring doctors, verify insurances.
- Worked alongside billing to schedule patients with lien, personal injury, MedRisk, Medicare, and Private Insurances such as Blue Shield/Cross etc. cases.
- Provided patients with physical modalities and curated exercise plans for specific needs.
- Assisted patients with canceling, confirming and rescheduling appointments.
- Instructed patients regarding how to prepare for appointments.
- Answered phone calls and directed messages to corresponding therapists. .
- Reviewed insurance information with patients and processed copays.
Physical Therapy Aide/Front Desk Associate
Joseph S. Luk Physical Therapy
Glendale, CA
09.2021 - 03.2023
- Trained newly hired staff on office/clinic protocols and techniques.
- Worked as part of team to execute proper care and safety of patient.
- Instructed patients with home care exercises to promote ROM, strength, balance and overall health.
- Trained patients on how to safely and effectively use pulleys, weights, bikes, elliptical, step one and inclined surfaces.
- Assisted in application of traction devices.
- Administered hot packs, cold packs, TENS Unit, Electrical stimulation through ultrasound technology.
- Assisted, instructed and corrected patients through exercises to avoid injury.
- Handled patient and other medical office phone calls.
- Faxed patient initial evaluations, progress notes and discharge notes to referring physicians.
- Assisted patients with canceling, confirming and rescheduling appointments.
- Updated patient information in databases and adhered to confidentiality requirements.
- Reviewed insurance information with patients and processed copays.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Ordered and maintained supply inventory for medical office.
Staffing Coordinator & Recruiter
Affiliated Home Health Services Inc.
Glendale
01.2021 - 08.2021
- Answered and processed phones, emails and faxes.
- Responsible for pre-searching for possible candidates to recruit and assign via LinkedIn, ZipRecruiter and other job boards.
- Scheduled new and pre-existing patients.
- Maintained records of incoming and outgoing, faxes, emails and other communications.
- Assisted in directing calls to appropriate coordinator or department as well as emailing and messaging as needed.
- Maintained inventory of office supplies needed by department.
- Attended seminars and orientation training for latest patient care.
- Maintained records of customer needs and preferences.
- Resolved customer complaints or answered customers' questions.
- Assisted recruiter/coordinator with assigning health care professional (OT, RN, CNA, LVN, PT) to areas with desired qualifications.
- Contacted patients and health care professionals to re-assure they would receive a call to schedule and plan appointments.
- Recorded basic patient information, then assisted with intake/onboarding process for supporting staff.
- Processed new applicant information.
- Developed strong interaction and communication skills as result of participating in staff meetings and collaborating with families and guardians regarding special needs.
Neurophysical Technician Volunteer
Drake Institute of Neurophysical Medicine
West Los Angeles , CA
06.2020 - 10.2020
- Observed protocol for Neurophysical Technician.
- Observed administration of initial brain-mapping.
- Observed treatment processes and support.
- Observed NPT communication regarding patient progress, feedback and treatment with program coordinator (site therapist).
- Assisted organizing patient charts.
- Assisted NPT by tracking other patient information and relayed information through notes.
Triumph Volunteer
Triumph Foundation
Santa Clarita, CA
09.2018 - 01.2019
- Volunteered to help with special events and programs by checking in participants and giving directions.
- Communicated needs and issues to appropriate supervisors for administrative action.
- Volunteered to help set up equipment for the Adaptive Sports Festival.
- Transported and secured SCI patients from wheelchairs, sport wheelchairs and other transportation devices using appropriate lifting techniques.
- Moderated specific sport activities to fit individual needs.
- Kept track of participants during each event, ensuring a positive atmosphere and providing participants with any modified needs.
- Ensured that participants and other volunteers were following the desired schedule allowing for smooth transitioning between events.
Education
Bachelor of Science - Kinesiology
California State University Northridge
Northridge, CA05-2021
Skills
- Care coordination and staffing
- Initial assessments and patient admissions
- Team building and collaboration
- Compliance enforcement and insurance verification
- Critical decision-making
- Training and mentoring
- Planning and organizing
- Budget management
- Communication skills
- Fluent in Spanish
- Compassionate patient care
- Relationship building with medical providers
- Community engagement
- Nursing Recruitment
- Client Relations
- Medical Terminology
- Business Advocate
- Collaboration with supervisors and other departments
Certification
- Basic Life Support Certified - 11/2024 - 11/2026
References
References provided upon request.
Timeline
Executive Director
Aveanna Healthcare
09.2025 - Current
Client Service Coordinator
Aveanna Healthcare
09.2023 - 09.2025
Physical Therapy Aide/Front Desk Clerk
Fitness Philosophy
03.2023 - 09.2023
Physical Therapy Aide/Front Desk Associate
Joseph S. Luk Physical Therapy
09.2021 - 03.2023
Staffing Coordinator & Recruiter
Affiliated Home Health Services Inc.
01.2021 - 08.2021
Neurophysical Technician Volunteer
Drake Institute of Neurophysical Medicine
06.2020 - 10.2020
Triumph Volunteer
Triumph Foundation
09.2018 - 01.2019
Bachelor of Science - Kinesiology
California State University Northridge