Britaney Martin, LNHA, MHA

Experience

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  Endocrinology of Cincinnati

  Jan 2012 - Dec 2012

  Assistant Office Manager
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  Blue Ash Internal Medicine

  Dec 2012 - Aug 2017

  Lead Front Office Coordinator/ Assistant Office Manager

  Checking patients in/out, insurance verification, accounts payable/receiving, answering telephones, scheduling appointments, processing medication refill requests, prior-authorization and referral processing, manager's assistant, transferring all paper charts to EMR system, team leader, front office lead, nutrition coordinator, switchboard operator, patient advocate, conflict resolution.

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  Compass One Healthcare

  Aug 2017 - Jun 2024

  • Responsible for direct supervision of 50+ Environmental Service associates. Provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth. • Responsible for executing standard operating procedures for all Environmental Service staff.• Creates staffing schedules and areas of work to ensure adequate services are rendered.• Conducts regular quality inspections to ensure the account is maintaining high quality standards of cleanliness and makes recommendations to upper level management accordingly.• Understands account budgeting and unitization. • Builds professional client relationships and works closely with hospital leadership to meet common goals and benchmarks. • Operates the bed board for a 600-bed hospital and dispatches associates to clean discharge rooms and to execute service calls.• Well versed with Press Ganey and patient satisfaction scores. Increased Patient Satisfaction Scores from the 5th percentile to the 32nd percentile when I transitioned into Operations in less than a year. • Adhere to and advance company goals and KPIs.• Ensures compliance with local, state, and federal regulations, such as ODH, CMS, JACHO, etc. Show less I was promoted to the Systems Patient Experience Manager of EVS at University of Cincinnati Medical Center and UC West Chester Hospital. I was promoted for my success with increasing Patient Satisfaction (HCAHPS) scores and my ability to build strong relationships with patients, clients, management and staff. This position has been very rewarding in the fact that I get to have a strong influence over my frontline associates ability to understand the importance that the cleanliness of the hospital has a direct correlation to promoting the healing of the patients. I have instilled new processes for cleaning (10 step high profile cleaning) that associates were not use to with their previous employer in order to take the level of cleanliness to the highest standard for patient safety. I promoted patient scripting to help the housekeepers engage with patients and form relationships with clinical staff in order to drive/increase HCAHPS scores. I have increased HCAHPS scores from the mid 50% Top Box score to high 70%-80% Top Box score in only 6 months. The rewards and recognition programs I have created have been very successful in engaging my frontline associates and creating a TEAM environment. I enjoy mentoring my managers and associates to become the best leaders they can be by sharing all the knowledge of the industry that I have learned and have been successful utilizing. Show less I am the Patient Experience Manager of EVS at University of Cincinnati West Chester Hospital. This position has been very rewarding in the fact that I get to have a strong influence over my frontline associates ability to understand the importance of the work they perform each day. I have instilled new processes for cleaning (10 step high profile cleaning) that associates were not use to with their previous employer. I have instilled scripting to help the housekeepers engage with patients and form relationships with clinical staff in order to drive/increase HCAHPS scores. The rewards and recognition programs I have created have been very successful in engaging my frontline associates and creating a TEAM environment. Show less

  • Operations Manager

    Aug 2019 - Jun 2024

  • Systems Patient Experience Manager

    Mar 2018 - Aug 2019

  • Patient Experience Manager

    Aug 2017 - Mar 2018
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  Trilogy Health Services, LLC

  Mar 2024 - now

  Licensed Nursing Home Administrator