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How Great Healthcare Leaders Balance Patient Care and Business Operations · Hearts of Excellence

• [00:00:00] Brittany See: I became certified as an EMT and A firefighter, then I would be able to show up at someone's house that had maybe fallen and possibly broken a hip. I would get to care for them as an EMT in the back of the ambulance to a lot of times I got to be the one that walked 'em out a rehab facility and help them into a car to go home and live independently. [00:00:26] Chelsey Gheyara: You are listening to Hearts of Excellence. Brought to you by Majestic Care, where real stories from long-term care come to life. Well, hello everyone, and to our listeners, welcome to the Hearts of Excellence podcast. We are so glad that you are here listening, and we're grateful that all of our new listeners have joined us. [00:00:47] Um, this podcast is brought to you by Majestic Care, where we believe excellence starts with the experience we create for those we serve. I'm excited to introduce all of our listeners to Brittany See. She is a member of our [00:01:00] reimbursement team. She has a strong clinical background, which I'm excited to hear more about today. [00:01:06] And under 12 months that you were with us in that timeframe, you already were making a huge impact by bridging your clinical expertise with operational processes. So in this episode today, we're gonna explore how your background Brittany, um, informs your work, your lessons that you've learned, transitioning from that direct patient care to more of administrative and that reimbursement role. [00:01:30] So I also wanna hear today about your insights that you bring to supporting the quality of care to our residents behind the scenes. So welcome. [00:01:38] Brittany See: Thank you. It is a pleasure to be here with you today. [00:01:41] Chelsey Gheyara: We are so excited. We love, we love this. We love this podcast. [00:01:46] Brittany See: Podcast this. This is fun. [00:01:47] Chelsey Gheyara: We love it. And also, I think it's worth mentioning, this is the first podcast we recorded in our new podcast, new studio. [00:01:55] Exciting. Oh my gosh. Obviously we're excited about that. Yeah. [00:02:00] So, um, Paul, you guys did [00:02:01] Paul Pruitt: a great job. [00:02:01] Chelsey Gheyara: Yeah. Uh, thank you to my colleagues and all of us that have made this. You had the vision and, um, we, we worked together to make it happen. And, and I will say as, um, our listeners see it, 'cause this is a video and they can listen to it, but you'll probably see some changes along the way as we enhance. [00:02:18] This space and just make it, um, more elevated and represent our brand. So today is our very first, very first one. And this actually is Paul's office. So, yeah. Um, it's really, really cool. So we're gonna [00:02:31] Paul Pruitt: call it the multipurpose room. [00:02:33] Chelsey Gheyara: The multipurpose room. And people are probably like, wait, where's the desk? [00:02:38] Well, for those listening, this room is extremely large. So, um, this is just one ask. Aspect of the room and more to come. But thank you Paul for yeah, allowing us to use this space. [00:02:49] Paul Pruitt: Well, this is such a benefit to our organization, to reach others about truly what we love. And if anybody would've seen our last one, it was a little cube. [00:02:58] So when you get everybody in there, [00:03:00] so there's us three, then other people from production, and so the five, six people, like you're almost on top of each other and it gets really awkward. So, and so when we were looking into the space, it was like, where else can we do this? And it's like, you know, I travel so much, I'm not always here. [00:03:14] So let's make this a multipurpose room and we'll make it work. We'll make it work. [00:03:18] Brittany See: And it's beautiful. Yeah, it turned [00:03:19] Chelsey Gheyara: out perfect. Thank you. Yes, thank you. Yeah, it does feel nice. We're not crammed on top of each other. I know. And we, it's a new experience, which we're all about elevating the experience here. [00:03:30] Well, if you guys are, are okay with it, I'm gonna dive into the conversation. We've got a lot to cover and really excited about it. Alright, Brittany, can you tell us a little bit about your professional background and what led you to patient care? [00:03:44] Brittany See: Ooh, this is a strong opener. I love it. Um, from a young age, I really just knew that I wanted to help others. [00:03:53] It was really a big driving force for me from a very young perspective. When I was in high school, [00:04:00] I tore both my acls playing sports and that required lots of surgery and was really my first introduction into the rehab world. And that experience was just something that never left me. It just stuck with me. [00:04:16] So when college rolled around, I decided I was gonna take that as a career path. So I, uh, went to Indiana University, received a Bachelor of science. Degree in kinesiology. And then quickly jumped right into occupational, the therapy realm. And it was so neat. I'll never forget, I think my first year in the real career world, I think I had 17 W twos. [00:04:41] This is no lie. Oh [00:04:43] Paul Pruitt: my God. That's so, that is, [00:04:45] Brittany See: you say, I dove in. I dove right in. So with that being said, let me explain, um. I took it on with a lot of passion and pride and I worked a lot of PRN per request, needed jobs, so I was experiencing [00:05:00] acute care. I was doing some outpatient, I had seen some home health patients. [00:05:04] I was seeing pediatrics every day. I was kind of that go-to, Hey, we need a therapist in the area. And I was like, I'll be there. Right? So. The thing that kept me grounded in everything. My full-time position was in a skilled nursing facility, so I spent majority of my time there, and that is really where I developed my pride and passion for the geriatric community. [00:05:30] Now, as all this is happening, a lot of moving pieces in. This is also about the time that I met my husband, now husband, and he was passionately driven in the public safety realm and uniquely enough on top of all the other news I had going on, um, I became certified as an EMT and a firefighter. [00:05:50] Chelsey Gheyara: Whoa. [00:05:51] Brittany See: So fan, not [00:05:53] Chelsey Gheyara: expect [00:05:53] Brittany See: that. [00:05:54] The opposite spectrum of cow care. [00:05:56] Chelsey Gheyara: Cool. [00:05:56] Brittany See: So very neat. Um, from my perspective of that. [00:06:00] There was weekends where we'd be on the ambulance together. We'd have tragic trauma events and you know, I would be able to show up at someone's house that had maybe fallen and possibly broken a hip. I would get to care for them as an EMT in the back of the ambulance. [00:06:18] Telling them and comforting them to what could come next. Right? We'd take 'em to the hospital and then come Monday. A lot of times they were a referral into the place I was working at the time, so it was so amazing to be able to see that. Full aspect of care. I'd seen them at their very worst when they were most vulnerable, when they were laying on a floor and felt the end of the world was coming down on their shoulders. [00:06:47] To, a lot of times I got to be the one that walked 'em, have our, our rehab facility and help them into a car to go home and live independently. And that that experience is really what, just [00:07:00] like. Founded me and a lot of the pride that I take in in care, it really did. [00:07:05] Chelsey Gheyara: Wow. That's cool. I'm speechless. That is incredible. [00:07:08] Brittany, I don't know that I've ever met any other healthcare provider or clinician that. Has served as, you know, that EMT or that firefighter or you name it, and then seen it full circle. That's really awesome. [00:07:24] Brittany See: It was just a joyous experience and, you know, just rounded me in so many different directions. [00:07:30] And, you know, the other aspect of that is that was so early in my career to be able to experience that. I, I knew the value of it, but I didn't appreciate it as much as what I do now. Seeing the full picture of it. [00:07:44] Chelsey Gheyara: Was there a turning point in that that made you realize you wanted to explore a role beyond patient care? [00:07:52] Brittany See: Yeah, so, you know, I was less than a year into my career and, um, a mentor, currently she was a [00:08:00] director of rehab, overseeing the rehab department for the facility I was working at. She came to me and she said, Brittany, I'm gonna stay with the same company, but there's a position closer to my home. Makes sense mileage for me to go there. [00:08:12] And I want you to be the director of rehab at this building. And I immediately was like, me, I'm, I'm Lessing, you're into this. I'm still learning. Why would you want me? And she over confidently assured me that I was the right person for that position. And at the time I'm thinking, is this a trap? Am I just the only one willing to jump into this? [00:08:34] Right? I, I was kind of tossed up to believe her to not, well, I dove right in. You know, I, I trusted her as a mentor and she was just a great support system for me. So I took on that leadership role and. Immediately, my entire perspective changed. So I, I had gone from working all those different jobs, providing care in so many different ways and passionately driving that [00:09:00] care to now I had the opportunity to take what I was doing. [00:09:05] Multiply times a team of 10 or 12. So just the good that I was doing, I could help support a team to do that much more good. Right? And it just immediately hit me that I'm not only passionate about care, I wanna be a leader. 'cause I can just quantify what we're doing in such a good, positive impact way for the world. [00:09:25] So it, it came right into me. [00:09:28] Paul Pruitt: Did you ever find, um. Because we have similar paths being therapists and went into the director of rehab and then mm-hmm. How to, um, get therapists to look past because when they, you would come, like if you were my director of rehab, I see you coming to me about numbers, person, about passion that you're sharing right now is the passion you have towards the care for residents. [00:09:49] And sometimes I think they lost sight of that passion. Who we are like, yes, I know there's numbers, there's that. I didn't write the system. Uh, Medicare wrote it, but the [00:10:00] passion to drive for the actual care. Did you ever find that was a challenge to try to get the balance those two worlds and show that I am about the care of the residents? [00:10:08] Yes, there's the financial side, but this is what we have to do to drive care. [00:10:12] Brittany See: Absolutely. And I think that's part of what's molded me to be a good fit where I'm at now. Because you know, there was something that I always said, and for therapists that's worked with me before, you know, I always. Stayed tried and true to our, our job. [00:10:28] What we're here to do is to provide good care to our residents, right? If we are providing that care, if we are providing that quality, everything else will align and follow because we're getting reimbursed. We're, our operational standard is to work towards that good patient care. So if we start there and we keep that as our north fall. [00:10:49] Everything else should align. Oh, yes. There's challenges and yes. You know, I, at the time, I, I was an occupational therapy assistant too, so, and I was young in my position. [00:11:00] I was working with therapists that had been in that building for 12, 15 years. Right. So there was this. I'm the newbie. I'm less experienced, but I'm also leading a team. [00:11:10] And you know, it took me some time to settle into my path, but because of that experience, it really molded me into the direction of where I'm at now. [00:11:20] Chelsey Gheyara: Thank you for sharing that. [00:11:21] Brittany See: Yeah, [00:11:21] Chelsey Gheyara: that's a great insight. What was it like starting at Majestic Care? What surprised you most about your new role? [00:11:29] Paul Pruitt: So let me ask this. [00:11:30] Is this her role now or is this back when she was, yeah. [00:11:36] Brittany See: So, fun fact, [00:11:37] Chelsey Gheyara: pick your journey, pick your admin. Know [00:11:39] Brittany See: how, [00:11:39] Chelsey Gheyara: how, explain it all out. [00:11:41] Brittany See: Yes. Yeah. So, so from those of you listening, I, I have had the pleasure of working alongside Majestic Care since the very beginning. The very, very beginning. Yeah. I was a director of rehab in one of the facilities that Majestic had initially started with, and, um, I, I worked for [00:12:00] another contract company at that time and partnered alongside of Majestic Care for. [00:12:06] The past seven years up until I made the transition to be a part of the family and team. So, so there's a little back history for everyone. Um, but to get back to the question, um, you know, you asked what it was like starting for Majestic Care as part of the family and as part of the team. I was so excited and just felt like it was an amazing direction, but I'd be lying if I didn't tell you. [00:12:32] I was a little overwhelmed and just nerve wracked. And, and let me explain some of the context to that. You know, I, I had grown in, in the therapy world and grown in my career, and I was currently in a role as senior regional director of operations, and this is for a large contract rehab provider. And I absolutely loved the people I worked with, and I loved my job. [00:12:58] I, I [00:13:00] truly did. And Majestic came to me and, uh, presented some, some of the offers and the direction and their vision, and I immediately thought. I'm ready to grow. This is an opportunity for me, an opportunity to branch up just being in that rehab world and to really bring what I can bring to the table across an entire team, an interdisciplinary team to just enhance the care for each and every resident that we provide. [00:13:30] So, um, it didn't take long, uh, to get over my nerves and I jumped right in as far as what surprised me. You know, it, it took me a minute to settle and I can remember coming in and, and my title with Majestic Care is Enterprise Reimbursement Strategist. And as I started integrating with the team, which I, I had known and had presentation with before. [00:13:55] I thought, oh my goodness, this is such an intimidating title. Right? To come [00:14:00] to teams and be like, I'm Brittany See I'm your new enterprise reimbursement strategist. I was so worried about all what the teams were gonna think. Oh my gosh. They're gonna be like, oh, all she cares about is reimbursement. You know? [00:14:11] So I, I, I really took time to like settle. But the surprising aspect of that was each and every team as I got to know 'em, they welcomed my clinical background and just made me feel at home. And really we found that my clinical background and congruence with that reimbursement and strategist aspect. We really just added so much more value to our discussion and the teams were just wanting to absorb it. [00:14:38] It was, it was an awesome atmosphere to jump right into. So all because of the support of them, but they were great. [00:14:45] Paul Pruitt: Do you see a difference, like, so day one, I mean, 'cause you've been with, like you said, the company for seven years, but do you see a difference of growth? From the strategy that we've taken on as a company, like where we've seen where we need to continue to grow and [00:15:00] develop. [00:15:00] 'cause it is about making sure we capture the care that we're delivering, not just on the reimbursement 'cause we all can say that, but it's truly capturing the right care at the right time for the right reasons. But have you seen that grow over time since you've been with the company? [00:15:14] Brittany See: Oh my gosh, yes. Um. [00:15:16] To know where we began and that's a long stretch with a lot of changes, right? Yeah. We had the PD PM model, we got rid of rehab. Since we've been through a lot of state changes. I SNPs now, prior to our program, there's been a lot of changes over the year. But you know, I've watched the culture. Just grow. [00:15:35] I've watched the structure, the organization come to where we started and it was messy as it always is when you start and it's new, right? But then to see where we were then to really be a part of the teams now and hear their. Conversation, their structure, you know, the talk of our vision and every morning meeting concept, like that's, that's really what's been inspiring [00:16:00] about watching that change over the years is we're not where we were seven years ago. [00:16:05] Majestic Care has grown to be a promising perspective of care to each and every one of our residents. [00:16:11] Paul Pruitt: What's cool is your perspective, because again, I always call it the ivory tower. When you sit in the ivory tower, you, you know. For the listeners, if you would've been into the office pre renovation, I had a big whiteboard and you can whiteboard anything out on the out. [00:16:26] You know, you can say, you know, we need to enhance clinical conversation around this or whatever. But you can say it and you can put it in place, but you never know how does it really play in the facility, [00:16:36] Brittany See: right? [00:16:37] Paul Pruitt: Because we've all been there, we've all been at that side. We've all been on that side with a facility where. [00:16:41] Someone can make a decision up here, but it's like, is that really reality? Is it really working when it hits the floor? Which that's where it matters the most. We can do whatever up here, but where it really impacts the most is the leaders in the building. And is it a positive or a negative? Which it's nice to hear that it actually is.[00:17:00] [00:17:00] Improving in a positive way versus being a barrier. Yes. Because that's the worst thing we could do. [00:17:05] Brittany See: It absolutely is, and I can contest to that time and time again. It's, it's tremendous growth. [00:17:10] Chelsey Gheyara: Thank you for sharing that, Brittany. It's really, it gave me chills actually just hearing. Hearing that, um, your journey shows the value of combining clinical and operational knowledge. [00:17:21] Now let's talk about that mix of experience and insight, um, how that has shaped the work you do every single day. [00:17:29] Brittany See: Sure. You know, and it's everything honestly and truly. You know, I don't just look at numbers to be numbers. I see the residents behind each number, and because of my clinical background, you know, we've been able to productively challenge and just advocate for accuracy with our coding and creating the care that we're providing. [00:17:53] Right. And, and that's been instrumental that leads us just in a positive way of growth. [00:18:00] And that's a perspective, you know, it's not just the data, it's not just the metrics, but behind that data and metric, there's a patient supporting that and that's what we, deep dive is into them and their care. And that's, that really makes a difference. [00:18:14] Chelsey Gheyara: Context, right? [00:18:16] Brittany See: Yeah. [00:18:16] Chelsey Gheyara: And that's our residence. Yeah. That's the context in any decision or, um, conversation you have, right? [00:18:22] Brittany See: Yeah. [00:18:23] Chelsey Gheyara: You, you have to have context, and if you don't, I'm gonna challenge. Are you bringing value? [00:18:28] Paul Pruitt: Well, the interesting thing is, is that I think about. Our journey through like our antipsychotic usage, you know, because again, that's on our quality measures. [00:18:36] It is quoted on the MDS, it's called like Just Everywhere and having that context, but being a therapist and especially from an occupational 'cause obviously occupational therapy, bridges, speech and pt. [00:18:48] Brittany See: Correct. [00:18:49] Paul Pruitt: So I'm a PTA by background. So looking at this side over here. If you work with a speech pathologist, they're over here, but you guys touch both sides. [00:18:58] You can do cognition, you can do [00:19:00] swallowing, you can do activities of daily living, which tie very heavily into the PT side. So I feel like you guys have been a very good bridge, but when I think about somebody on antipsychotic and how do we really reduce and get them off those meds because they're not good meds. [00:19:15] For the right reason. For the right purpose, yes, I get it, but it shouldn't be at the levels that we were carrying them at. [00:19:21] Brittany See: Right, [00:19:22] Paul Pruitt: and we've seen such tremendous turnaround in that, and I feel confident to say on this is that by the work you've done by the work, Dr. Russell's doing our whole clinical team, we're making it for the right reason. [00:19:34] We're not just giving someone a diagnosis just to. Get it off our qms. We're not just giving them another med just to deal with this. We're truly looking at 'em and how can we get therapy involved? How can we drive excellent care for the right reason versus just through p um, polypharmacy. [00:19:52] Brittany See: Well, in the clinical application, you have a whole team reviewing that care and each member on that team. [00:19:59] Has a [00:20:00] specialty, right? And brings a story, a background, just like my background into the presence of our conversations. And that is what strongly guides us, right? Um, you know, like you talked about with the antipsychotics, there's so much more that we can do than just. Pass a pill and yes, it calms the results. [00:20:20] That's not gonna help us with the longevity of care, but there's, when we put that whole team together and look at it as the full clinical view, we can put together a pathway for that patient that helps. Patient to be successful in that pathway and get and achieve good outcomes. And I think that's just really what guides all of us in that it truly does. [00:20:42] Chelsey Gheyara: What's a challenge you faced in your role that taught you something new about care people or processes? [00:20:50] Brittany See: So I think just a big challenge in general is just. Sometimes shifting mindset, and I wanna talk about this a little bit in context. I'll give an example. [00:21:00] All too often we see documentation and coding as a task. [00:21:05] Something that has to be done right. And something that we've really branched out and put, um, education into our teams is it's more than a task. What you document, what you code matters, and just as we were talking, that's the support system that helps us with that clinical pathway for those residents. If we don't get the documentation and coding right, then we're gonna be under resourced and we're not necessarily gonna be meeting the needs of that resident. [00:21:35] It has to start there. So we can get that full picture into it. And you know, as far as working through that challenge. Right. I think I've grown in a lot of aspects, um, as I've set out and endeavored in this is the fact that, you know, communication, team education is instrumental. But something I've learned is as a leader, you have to come to the team [00:22:00] where they are in their direction and something that's really shown strong being with the entire enterprise. [00:22:07] I see a lot of the teams and I've realized that. Just like our patients. No two patients are alike. Well, no two teams are ever alike, right? They each have their different barriers, they each have their different challenges. If I come in and try to consistently do the same thing, yes, we have our foundation and we have that direction, but sometimes we have to adapt and mold so that we can meet that team at their level so that we continue to grow in that positive path. [00:22:33] So that's been. A huge direction for me as we've just seen those challenges in working through that. It's really the strategy behind it. Oh, [00:22:40] Chelsey Gheyara: absolutely. [00:22:41] Brittany See: Yeah. [00:22:41] Paul Pruitt: So going through a little bit of personal dynamics with a family member in healthcare right now, and you know, it's interesting as you're talking about, you know, the documentation, the team dynamics, the team, meet 'em where they're at. [00:22:55] You want this perfect structure. As a CEO, your goal is you want [00:23:00] very strong systems. [00:23:01] Brittany See: Yes. [00:23:02] Paul Pruitt: Because you want the experience to be the same. So let's say Chick-fil-A, right? Because everybody, when you order and when you walk away, they say, my pleasure. So very consistent. So you want the same thing when families experience our services to be the same or when care team members experience, but that's not always reality to your point. [00:23:20] So it's like how do you develop that goal? And drive that goal to systematic change because again, our families are the ones that get caught up in the mix of it all, and it's not always a positive experience. IE, I can, we went through that this weekend with my brother-in-law, but. How do you see when you're working with those teams, meet 'em where they're at, but also trying to drive to one systematic approach to get that one system outcome that we're driving for so that it's replicable time over time, over time, versus the new flavor of the month. [00:23:55] Brittany See: Sure, and I, I think you hold to your systems. [00:24:00] Have that as your set goal, but sometimes we, we have a path, right? And we might have to adapt and veer off to get to that systematic goal. Right? Um, and it just depends on what the barrier is that we're experiencing at that facility, right? But we still have that same goal to, you know, keep a very structured system. [00:24:20] Sometimes that's not the now that we can work towards to maintain our vision, right? So we veer back off, we get that aligned and then we come right back to that system so that we can get to that final goal. Go around the barrier. You go over the barrier, you go through the barrier. So I think that's been part of the strategy. [00:24:39] We don't veer off of those systems too far. We always come back to 'em. But at sometimes, you know, it's just not that. We can keep that adamant structure. We have to get around that barrier to get to that structure. So, [00:24:54] Paul Pruitt: and you and I both grew up in this industry. [00:24:56] Brittany See: Yep. [00:24:56] Paul Pruitt: Do you feel like when you hit those barriers, whether it's going [00:25:00] around over, under, through whatever way you have to, do you feel like there's. [00:25:04] The support of the organization to do that. Because again, we all grew up in this and people are very creative and they will figure out ways to do what they have to do to get the job done. Yep. And I think maybe that's where sometimes the systems get fractured and they, because again, they don't feel supported. [00:25:20] They don't feel like they're getting what they need. Do you feel like, and again, we believe here at Heart of Excellence is it's real. [00:25:27] Chelsey Gheyara: Yeah, it's real. [00:25:27] Paul Pruitt: Sometimes it doesn't happen. Sometimes we miss it. So hard to though. Yeah. Bad. Um, but do you feel like that happens in that, if that's happening out there to where people again, in the trenches are feeling supported, they're getting what they need or are they not? [00:25:43] And that's something we have to challenge ourselves and be okay with. And answer is saying, no, they don't, and we have to fix it. [00:25:48] Brittany See: Sure. And I, I think one of the. Unbelievable quality is a Majestic Care is that support team. It layers and it's thick layers, you know, and I like I've talked about so many times, [00:26:00] I'm just one piece of that layer. [00:26:02] Um, but when I come to that team, that might be having a little bit of a tough time, right? And we may not be able to get to that system the way we want it. It's not just me. Guess what I'm calling the regional for social services. I'm calling our RAI specialist. I'm calling the director of nursing. I'm calling the regional nurse consultant and I'm saying, Hey guys, let's work together to figure out what to do here. [00:26:24] And our teams feel that at a level, um, you know. We are present in their meetings and their buildings very frequently, and the teams welcome us. You know, it's not like, uh, I've worked in some atmospheres where, you know, it's like, oh, your regional's here today. Right? Or everybody put your name tag on, clean up your office. [00:26:47] Make it look better, right? We have a great, um, system where. We can walk in just like the next day. And it's not uncommon for us to be in the buildings so they're comfortable with us, you know? So [00:27:00] I, I feel like that's a strong point in, in a lot of the buildings is that support is already established in, and it's part of who we are and what we provide to the team. [00:27:11] So, [00:27:11] Paul Pruitt: you know, and it goes back to the culture, right? Because a mentor of mine, his name's Eric Gillis, he used to work for Enzyme Group. Which is a large national chain of nursing homes and very large, I mean, they're now on the nasdaq, I mean, just huge. But he worked there and I loved, when I got to know him, they called their, I'll call it corporate home office, whatever you wanna call it. [00:27:33] Um, support service. It was a support service office. Because they never wanted to feel like we were coming down to top down, right? We're support, we're here to help. He said they never wanted the feeling where people felt like they got caught. We're here to support you. We're here to help you. We're here to help remove barriers. [00:27:49] Whatever your challenges are, we're here to help you, not catch you and do the aha. 'cause that's the worst culture to have. Oh [00:27:55] Chelsey Gheyara: my. Yeah. ' [00:27:56] Paul Pruitt: cause nobody needs another piece of paper to tell. Tell them they messed up. [00:27:59] Chelsey Gheyara: [00:28:00] Yeah, absolutely. [00:28:00] Paul Pruitt: That'll shut 'em down instantly. So to know that I have someone coming beside me. [00:28:05] Versus coming to put their thumb on top of me is a whole different way of, of be a point. [00:28:10] Chelsey Gheyara: That's a great call out. [00:28:11] Brittany See: And that culture's just strong, uh, across all of our facilities. It really is. So [00:28:16] Paul Pruitt: I always said, um, back when I was a COO, we should never walk in and give a piece of paper to the DD or DNS and walk out. [00:28:23] We should say, here's what I found, but we helped you fix it. Now again, if patterns over time, over time, over time, yes, you look at performance and is it more of a process or a people issue? But you shouldn't just walk out and say Here, because I know as a former administrator, I'll just add it to the 20 different pieces of paper on my desk. [00:28:39] I'll get to it when I can. Yeah, [00:28:41] Chelsey Gheyara: right. [00:28:41] Paul Pruitt: But to know someone can come and help me fix it. Is huge. [00:28:45] Chelsey Gheyara: Well, and to your point, Brittany, you overseeing the enterprise there, it's not a one size fits all. Right? So as us being support, it's okay, here's that goal and I'm gonna have to get to know them because this building [00:29:00] is not the same as this building. [00:29:01] And we all gotta get to our goal. How can we really get to know them to get them there? Because they're all different, right? And it, it may look different at each one. And at the end of the day, we are. We're all caring humans, but we're caring for other humans too. So it can be challenging, but good conversation. [00:29:22] I love it. All right, so, um, has there been a moment recently that reminded you why this work matters? [00:29:30] Brittany See: I have so many experiences where you have those feel good moments. I mean, for us, it happens almost on a daily basis to be honest. But just to kind of set an example of something that's recently happened, uh, we were on a teams call with a team. [00:29:45] Reviewing data, reviewing the metrics, and something seemed a little off with the team, and I'm gonna try to generalize this the best I can. We just wasn't where we potentially had seen as an industry, as an enterprise, or even [00:30:00] just state or national average. So we were talking about as a team, deep diving it. [00:30:04] And it got to the point where I was like, Hey, let's pull up a specific resident that's falling into this scenario and let's deep dive their care. So as a team, we all just started going into it and trying to figure it out and why is the data not supporting and what's going on and what's the clinical complexities that's happening behind this patient? [00:30:24] And as we started deep diving, we noticed there was, there was some gaps in our documentation and um, we were able to, as a team find that. Write align that get our coding and documentation right? And then I immediately watch the team put all that into perspective and change their approach to care for that resident. [00:30:45] And that happens from time to time. And those are the reminders that what we do matters, right? It's not just about getting the data right, but the full picture is that resident was. Seen that [00:31:00] day, they were heard that day, and because of that conversation, we were able to provide better care. And that's, that's really, you know, the instrument of challenging sometimes, right? [00:31:12] We can't just be okay with a quick response, but we sometimes need a challenge and look deeper into those data as the metric, the statistics that support. So [00:31:22] Paul Pruitt: all the sta data's flying. Do you see where technology could even enhance it even more? Because again, when I think about back as the day back in soap note days where you had to write your notes versus a point click system or electronic, things can evolve. [00:31:38] They can become barriers, but they also can be enhancements. So do you see like where we could even get more technology or where it would help the team even provide better care because it's coalescing the data better so that we can. Get to those solutions to give better care. [00:31:53] Brittany See: Absolutely. And Connect has been a prime example of that because, um, in the reimbursement department [00:32:00] prior to connect, we were on a weekly basis reviewing. [00:32:05] Every single resident where their prior assessment had fell, what hips code they fell into. And then if there was a change, we were having to go in manually code it. And that's where a lot of our data was driven from. It was all hands on every single week. Hours of labor and work, not just from our team, but the reimbursement team. [00:32:24] Everyone was hands in and helping us on that. When we branched into Connect, it gave us this whole new opportunity where that is automatically filtered, pulled A PCC and then outlined in nice, neat bar graphs for us. Right? So it really guides that path of direction and then. To your guidance here? Yes. I think that as AI improves and grows and as it really fine tunes, I think it's going to be able to help us to continue to grow in this department. [00:32:55] 'cause it's, I spend a lot of time deep diving into a lot of that care. [00:33:00] AI has the capability to be able to pull that information out for us. And really fine tune and guide our path so that we're not spending a lot of work into the search and find aspect and connect's already branching into that. Like we're already using that aspect. [00:33:16] I look for it to continue to grow though. [00:33:19] Paul Pruitt: I think that's cool because again, when I think about what we're up against for the next 10, 15, 20 years, or pick the timeframe, people can say we need more. Right? Yeah. We need another reimbursement strategist. I hear you. But I can tell you what keeps me up at night, there's just not the people. [00:33:36] When you look at population, you look at silver tsunami. Yeah. But just birthrights and that are down. So I mean, there's just not enough bodies out there to keep. So we're going to have to get more creative with innovating technology to where, okay, this is really helping me focus my attention here. [00:33:54] Because now I don't need to spend my time extrapolating the data. I can use my brain for using the data to [00:34:00] drive change, but we have to get some AI more systems in. I would always advocate as a company for innovation being one of our pillars is how do we continue to push innovation and. A partner where we're willing to even be a test pilot. [00:34:14] So we just connect. If they wanna trial us something, hey, we're willing to be a partner with you and trial in it to see how it does work and see if it really does drive change. Because at the end, if it does, it benefits us, just like anybody out there in the industry. [00:34:28] Brittany See: Yes, absolutely. And I think it's, it's already been able to let us continue to grow and I think there's just so many more layers that we can add onto it. [00:34:38] And sometimes we have to take what AI produces and we still have to be humans behind that. Correct. Right. And and be the factors. But we're already good at that, you know, so this just adds another additional support system to us. I'm not saying it would ever take away us or clinical care. But you know, it just simplifies it and allows for us to have time [00:35:00] in other directions, right? [00:35:01] Which is only gonna grow us in what we do in caring for our residents. [00:35:04] Paul Pruitt: And that's, I think, the barrier we have to be challenged with in healthcare, especially as leaders, not to find the easy button to. Continue to change your expense line, but to use the easy button to say, how can I drive better care? [00:35:19] Brittany See: Right. Right. [00:35:19] Paul Pruitt: And better care could be, you know, now instead of just Brittany and needing six more people, well, Brittany now can get all this data. She doesn't need people just go extrapolated 'cause she can get it all here. And now she can use her clinical brain to help really drive clinical care and outcomes for the best of that residents care versus. [00:35:38] Okay, well let's get rid of Brittany. Let's get rid of Chelsea. Let's get rid of Paul, because now AI can, well, no, that's not it. [00:35:44] Chelsey Gheyara: No, [00:35:44] Paul Pruitt: this is use AI to get rid of, I call it the white noise, right? Yep. So we can do what we do and nets. Take care of the patient. Yep. [00:35:52] Brittany See: I love it. [00:35:52] Chelsey Gheyara: Love [00:35:53] Brittany See: it. [00:35:53] Paul Pruitt: It's the end. Exciting. [00:35:54] Chelsey Gheyara: Talk about it all day. [00:35:55] Brittany, looking back, what's a lesson from your clinical days that you [00:36:00] carry with you into every project or decision? [00:36:04] Brittany See: This one is impactful to me in so many ways, but. Every resident has a story and I, I learned this very early on in my career. It's our responsibility to understand that story. And you know, I've always used that as a foundation that. [00:36:23] Guides and really allows for me to lead with empathy. Um, I think that's just the power of what we do. You know, it's not just a resident. There's a story behind that resident and they have a family and there's so much more to learn about them. And by doing that, it just evolves us into that excellent care model. [00:36:42] So that's, that's really it for me. That's what brings it all home and wraps it around is that's cool. That's something that I have kept, tried and true to for a very long time now. [00:36:53] Chelsey Gheyara: And I think too, that's when you know you're in the right space, right? Because I, we've all in our career. [00:37:00] Whether it's you wanna stay in healthcare or what am I gonna do when I grow up, right? [00:37:03] Yeah. You wanna, what do you wanna be? Do you wanna be a lawyer, a doctor, a nurse, teacher? You name it. Right? Right. Artist, who knows. But that's what your North star is. That's how you get back and where you know you belong. Um, that's beautiful. [00:37:17] Paul Pruitt: You know, and again, I think it is, everybody has a story and I think that's where, again, the white noise, removing it so everybody can have time to hear the story. [00:37:24] 'cause that does drive care differently when you know that side of somebody other than room one 12, bed two. [00:37:32] Brittany See: It makes that connection, right? That's what promotes that empathy, that care, that joy in what you do, right? It bonds that connection between you, that resident you, that resident, and their family. [00:37:44] It's really what pulls it all together in a full picture. [00:37:47] Paul Pruitt: So it's interesting because we just had the pleasure of talking to Dr. Bowley. Um, with Qualtrics. Yeah. And she has a TED talk and, um, I listen to, and it's all about empathy. [00:37:59] Chelsey Gheyara: Oh, it's [00:38:00] so good. [00:38:00] Paul Pruitt: It's very good. So if you get a chance, Dr. Boey and I know we talk about podcasts. [00:38:04] I was gonna say, I'm just [00:38:05] Brittany See: learning how to use podcast. Podcast. So I'll send it, [00:38:07] Chelsey Gheyara: I'll send it [00:38:08] Paul Pruitt: to you and I'm just learning how to do TED Talk, so Yeah. But it, it was, it's very much like you said, it's about the story and it's about how do we become and utilize. More being more empathetic. So it was a very cool Ted talk. [00:38:21] Chelsey Gheyara: It was, yeah, that was a great conversation. I'll share a quick personal story. I oftentimes get the question, why aren't, why don't you do nursing anymore? And my answer is always because my favorite part about being a nurse was the relationships I built with my patients and their families. So when I. I had the opportunity to look into business development, and I was in a liaison role for it. [00:38:49] Acute care, um, rehab. So TBIs, I was able to still use those clinical skills and assess that patient, but also get them the care that they needed. And so [00:39:00] much of what we do in sales, business development, operations experience is building those connections. So I'll never lose those skills. I always keep my license. [00:39:11] It's just funny 'cause those that don't get that, you made a beautiful point. You know, they just think, oh wow, you don't wanna do that. And it's, no, it's 'cause we love that and you want to capitalize on that impact that you can make. Alright, so if you could give one insight to someone who's thinking about stepping from patient care into an administrative role, what would it be? [00:39:34] Brittany See: Don't ever lose. Your clinical lens, pull it up, look through it at all times. It's your superpower. It truly is. That clinical lens is gonna be what drives everything. And you know, I, I know when I jumped in, everyone's like, oh, are you, um, stepping out of your clinical role? And it's like. No, I'm growing in my clinical role, right? [00:39:57] I'm, I'm still providing care direction, [00:40:00] right? Just from a different capacity. Um, so it's not that you're ever gonna lose what you're driving clinically, right? Keep that as your foundation and let it just guide your path to everything you do, even in administration role. It's the foundation. It truly is. [00:40:15] Chelsey Gheyara: What excites you about the future of your work in the ways care and operations intersect. [00:40:23] Brittany See: When it comes down to it, when we get care, right, everything else follows, really, you know, we believe that we provide excellent care through the hearts of our team members. And to wrap this into full picture, I have an amazing group of people that I work with. [00:40:43] They believe in that vision and they empower it every single day, and because of that, I know we're going to continue to be powerful impact for our residents, for their families, and for each other, right? That's a big part of what we do and why we [00:41:00] do it. That's a big part of why I trust in the work that we do, and it's going to continue to do great things for this world. [00:41:08] Chelsey Gheyara: Well, Brittany, thank you so much for joining us on the Hearts of Excellence Podcast, and thank you for making the trek here and being our first official podcast in our new innovation space slash Paul's office. I [00:41:22] Paul Pruitt: love [00:41:23] Chelsey Gheyara: it. It's beautiful. [00:41:25] Paul Pruitt: Very cool. We'll have to get Brandon for the brand [00:41:28] Chelsey Gheyara: it, we're gonna have to brand that. [00:41:30] Um, but seriously, thank you for being here. Wonderful conversation. And I know it's gonna be the first of many conversations that we have. And Paul, as always, thank you for leading with empathy and with heart. And this is a perfect example of you just welcoming the world into your space with open arms. [00:41:49] Paul Pruitt: Wow, I can't, I am more than blessed the people I work with. I am truly blessed and honored. Um, I'm just one piece of a cog that we all work together, and it is just, we're [00:42:00] very blessed that they're starting to all interlock because at the end of the day, I get to go home to my family. Our residents don't, so that is their family. [00:42:09] That is their home. So how do we make it the best that we can possibly make it for them, whether it's the start of their journey from a rehab side, they're coming in through. That really difficult time where they never thought they were gonna have a stroke, have a hip fracture to the journey of it's their final lag. [00:42:27] Yeah, they're on their journey to whatever destination they believe in, but they're on their journey home, wherever home is for them. So I just think it's such an honor that we get to do it, and now you get to be part of such a great organization. So I'm very blessed. [00:42:41] Chelsey Gheyara: Well to our listeners, thank you for listening to Hearts of Excellence. [00:42:45] To learn more about working at Majestic Care, visit majesticcare.com/contact us. If you or a loved one needs long-term care or short-term care assisted living or memory care, please reach out to us and discover how we can support your [00:43:00] next chapter. Thank you. [00:43:05] Thanks for listening to Hearts of Excellence. To learn more about becoming a care team member or how we can support your loved ones, visit majesticcare.com and don't forget to follow and share because every story deserves to be heard.