MELISSA YOUNG
Plano,TX
Summary
Dedicated sales and marketing professional with proven success exceeding goals, experience in census driven goals, customer service goals, quarterly bonus goals in Hospice, Skilled Nursing, Geri-Psych and Urgent Care-marketing with a focus on census growth and customer service satisfaction reports. Goal of retaining customers and maintaining strong reputation for customer satisfaction. Exceptional knowledge of Plano/Frisco market conditions and well connected within the medical community.
Highly skilled and enthusiastic professional with more than 10 years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
17
17
years of professional experience
Work History
Hospice Care Consultant
AccentCare Hospice
Dallas
10.2022 - Current
- Provided ongoing education to clinical staff, improving overall knowledge of best practices in hospice care.
- Improved patient satisfaction by developing individualized care plans tailored to their unique needs.
- Advised families on available financial assistance options, reducing the burden of healthcare costs during difficult times.
- Maintained compliance with all regulatory guidelines through meticulous documentation practices.
- Developed strong relationships with healthcare providers, increasing referral rates for hospice services.
- Managed caseloads effectively while maintaining high levels of responsiveness to both patients'' and families'' needs.
- Utilized advanced symptom management strategies to enhance patient comfort levels throughout the disease progression process.
- Assisted patients in achieving their end-of-life goals through personalized interventions and compassionate communication techniques.
- Enhanced the quality of end-of-life care for patients by collaborating with medical professionals and family members.
- Streamlined hospice admission processes, reducing wait times and increasing patient comfort during transitions.
- Facilitated smooth transitions from hospital to hospice care for patients, minimizing stress on families.
- Collaborated with community organizations to promote awareness of hospice benefits and services offered.
- Served as a liaison between patients, families, physicians, and other healthcare professionals involved in the provision of hospice services.
- Conducted comprehensive assessments to determine appropriate levels of care for patients, ensuring optimal outcomes.
- Participated in ongoing professional development opportunities to stay current with trends and advancements in the hospice care industry.
- Implemented continuous quality improvement initiatives aimed at enhancing overall service delivery within the organization.
- Evaluated patient eligibility for hospice services using established criteria, ensuring timely access to needed resources.
- Increased staff efficiency by implementing time-saving strategies in daily operations and documentation practices.
- Coordinated interdisciplinary team meetings to review patient progress and adjust care plans accordingly.
- Educated families on hospice services and provided emotional support throughout the entire process.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Spearheaded and implemented new projects to expand scope of engagement.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Collaborated with store manager to maintain daily operations.
- Successfully negotiated client contract renewals to create increased revenue.
Account Manager and Account Manager III
LifeShare- Monroe
12.2021 - 07.2023
- Supervising Account Managers I and II and responsible for calendar completion by the 20th of the previous month
- Interpersonal relationship building with elected officials, hospital administration, churches and booking 35 drives per month
- Active in local Chamber of Commerce and member of and attended ADRP (Association of Donor Relation Professionals)
- Responsible for building new accounts, increasing goals of previous accounts, and maintaining relationships with previous accounts
- Community education regarding need and donors for upcoming drives.
Account Manager and Account Manager II
LifeShare- Monroe
01.2021 - 12.2021
- Account Manager responsible for Ouachita Parish and every Parish East of Monroe
- Marketing new drives and making sure the drives are scheduled to success
- September I was promoted to Account Manager II sooner than any other Manager before me.
Director of Marketing
Family Solutions- Monroe
02.2020 - 12.2020
- Marketing Director responsible for the Monroe, Ruston, Shreveport, and Winnsboro locations
- Developed and implemented new social media programs and new advertising ideas for the region.
Service Development Director
Allegiance Health Centers- Monroe
03.2018 - 10.2019
- Marketing Director responsible for two inpatient Geri psych hospitals and two intensive outpatient programs
- Currently manage four marketers and responsible for keeping census at budget
- Over the last year and a half our facilities have been completely full more than six times.
Director of Admissions
Paramount Healthcare - West Monroe
09.2016 - 03.2018
- Marketed a region and responsible for making sure the resident was admitted
- Conducted the leg work and information gathering on all admits for my region.
Admissions Director
Ruston Nursing & Rehabilitation Center
02.2012 - 10.2016
- Developed a positive relationship between referral sources and facility staff and the outside medical community
- Followed all policies and procedures in preparation of the daily census and disseminated it to all administrative staff
- Monitored details regarding referral to admission process
- Building census and patient admission.
Admissions Director
Ruston Nursing & Rehabilitation Center LLC
02.2012 - 10.2016
- Skilled patient admissions and community education.
Registered Nurse
Lincoln General Hospital
Ruston, LA
07.2007 - 12.2012
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
Education
Associate of Science - Associates of Nursing
Louisiana Tech University
Tyler Junior College, Tyler, Tx
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Client Relationship Management
- Customer Satisfaction
- Relationship Building
- Strategic Planning
- Customer Relationships
- Branding
- Sales Promotions
- Presentations
- Strong time management
- Customer Service-Oriented
- Social Media
- Promotions
- Influencer Marketing
- Analytics
- Media Planning
- Advertising
- Partnership Development
- Copywriting
- CRM Management
- E-mail and direct mail marketing campaigns
- Prospect targeting
- Social Media Marketing
- Staff Management
- Social Media Strategy
- Market Analysis
- Public and Media Relations
- Promotional Events
- Brand-building strategies
Timeline
Hospice Care Consultant
AccentCare Hospice
10.2022 - Current
Account Manager and Account Manager III
LifeShare- Monroe
12.2021 - 07.2023
Account Manager and Account Manager II
LifeShare- Monroe
01.2021 - 12.2021
Director of Marketing
Family Solutions- Monroe
02.2020 - 12.2020
Service Development Director
Allegiance Health Centers- Monroe
03.2018 - 10.2019
Director of Admissions
Paramount Healthcare - West Monroe
09.2016 - 03.2018
Admissions Director
Ruston Nursing & Rehabilitation Center
02.2012 - 10.2016
Admissions Director
Ruston Nursing & Rehabilitation Center LLC
02.2012 - 10.2016
Registered Nurse
Lincoln General Hospital
07.2007 - 12.2012
Associate of Science - Associates of Nursing
Louisiana Tech University
Tyler Junior College, Tyler, Tx