Primary Care Urgent

**** ** *** ***. *****, WA ***** 360-***-**** **********@*****.***

MELISSA MCDERMOTT

PROFESSIONAL SUMMARY

SENIOR OPERATIONS EXECUTIVE with 20 years of executive experience developing and executing strategies to enhance operational efficiency, boost revenue, and elevate customer satisfaction in demanding industries. A charismatic servant leader with an entrepreneurial, empowering leadership style focused on building collaborative and motivated teams. Experienced performance driver, translating strategy into planned action measurable by KPIS, using lean principles to drive results.

Results-driven collaborative leader with exceptional relationship-building skills across diverse stakeholders and cross-functional teams. Proven ability to establish quick and influential connections, coupled with active listening, empathy, clear communication, and a commitment to building trust through consistent follow-through. Experienced acquisition leader and visionary cultural transformer.

ACCOMPLISHMENTS

Empowered cultural change in an expanding Urgent Care environment, resulting in the highest patient satisfaction and lowest clinician and staff turnover in the organization's history while overseeing a $33 million growth budget.

Leader in the design, operations, and oversight of Oregon's first and largest COVID-19 vaccine clinic, including leading 150 National Guard members. The clinic administered over 200,000 vaccines before disbanding.

Expanding clinics, adding services, and streamlining operations increased access to care for low-income families in Santa Barbara by 17,000 lives.

Led the cultural integration of 12 clinics, including ten newly acquired, geographically diverse clinics, into a large hospital medical group, transforming culture into an innovative, visionary healthcare system where people matter, best practices are standard, and change is embraced.

During a pandemic, I led the organizational transformation of integrated primary care, including forming clinician and staff councils to recognize and standardize best practices, standard work, policies, and procedures and form a very strong leadership team aligned with the vision to create a gold standard in primary care.

Increased profitability with full P&L responsibility for departments with multi-million dollar budgets in all positions.

SKILLS

Operational Leadership

Data and Metrics Analysis

Problem-Solving

EmoProblem-Solvingence

Process Improvement

Strategic Planning

Cross-Functional Collaboration

Team Management

Thought Leader

Empathy as a primary value

WORK HISTORY

DIRECTOR OF URGENT CARE 07/2022 to 01/2024

The Vancouver Clinic, Vancouver, WA

Leader responsible for strategic and financial performance, improvement of existing operations, expanding services and locations, and increasing patient volumes by 13% in 2023

Transparent, servant leader responsible for successful cultural change, decreasing turnover by 24%

Boosted client satisfaction by 15% in 2023

Launched state-of-the-art extended services, "Super" Urgent Care, to keep patients out of the ED

Increased company revenue by 22% to $35million through growth strategies, streamlining processes, and cost-saving measures

Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns

DIRECTOR OF PRIMARY CARE AND URGENT CARE 03/2020 to 07/2022

Salem Health, Salem, OR

Integration of 10 newly acquired Primary Care clinics into a large hospital medical group

Drove growth to the highest level in department history using strategic planning and performance optimization to grow revenue and maximize profit

Accomplished financial performance through insightful data analysis, P&L oversight, and visionary performance plans on a budget of over $75 Million

Empowered group standardization practices across a widely disparate set of operational systems, introducing systemization and performance KPIs, leading to imKPIsed outcomes across all quality, safety, satisfaction, and financial measures, resulting in increased patient satisfaction by 15% in a pandemic era.

Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth, reducing turnover by 80%

Using Lean skills facilitated cross-functional collaboration for improved decision-making processes within the organization, allowing quick, cross-departmental change to occur more efficiently and rapidly.

DIRECTOR OF OPERATIONS 10/2018 to 02/2020

Orchid Health, Portland, OR

Spearheaded strategy implementation of a visionary plan to incorporate whole-person, value-based care into a growth-oriented, rural health environment, growing sites and revenue by 30%

Drove continuous improvement and operational excellence amidst business growth

Doubled the organization's size and impact by expanding sites and services

Directed operational, strategic plans to bring additional services to patients in rural environments, skillfully optimizing partnerships, state resources, and grant funds to propel integrated care and drive optimizations across all clinic departments

Led cultural change management process to embrace a values-based and accountable culture focusing on high-quality, personal, trauma-informed care

Strengthened operational quality and patient care by creating an in-depth series of policies, procedures, and protocols combined into a comprehensive operational manual that exceeded all state and local regular requirements

DIRECTOR OF SPECIAL PROJECTS 10/2013 to 05/2018

Santa Barbara Neighborhood Clinics, Santa Barbara, CA

Recruited to the organization to help turn around a near-bankrupt clinic and remake it into a growth entity, maximizing market share by changing business competencies, culture, and community repo, station and expanding service line and facilities expansions

Increased organizational capacity by 13,000 unique patients in four years, doubling the patient reach

Delivered exceptional results in complex projects, managing cross-functional teams and coordinating with stakeholders

Revenues increased by 30% in 4 years

Steered community partnership initiative identifying and forming relationships with local leaders, physicians, and non-profits,serving the same demographic to leverage resources and work together to solve local problems

Executed the building and expansion of multiple FQHC clinics, including primary care, dental, and mental health services facilities and programs

OWNER & CHIEF OPERATIONS OFFICER 1/2005 TO 6/2013

Empirical Wealth Management

She co-founded a successful Wealth Management firm, using entrepreneurial spirit to drive cutting-edge investment, customer experience optimization model, and sales models to facilitate explosive growth while facilitating a culture of client and employee satisfaction.

Named one of the best 100 places to work in Oregon during tenure

Designed and implemented processes across operations, finance, accounting, business planning, and customer satisfaction; drove AUM to $750M+ during tenure, managing day-to-day operations, culture, and service delivery

EDUCATION

Western Washington University

Bachelor of Arts (BA), Industrial Psychology, Business Administration

AFFILIATIONS

Serendipity Center – Board Member (2018 – 2021)

SG Foundation –Philanthropic Board Consultant (2013 – Present)

www.linkedin.com/in/melissadmcdermott

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