Melissa Jones, MEd, COE1117 Sherbourne Way ♦ Ormond Beach, FL 32174 ♦ (239) 839-1313 ♦ mjones8390@gmail.com

HEALTH CARE ADMINISTRATIONResults-oriented and performance-driven Health Care Administrator and MBA candidate offering 17 years of experience providing visionary leadership and strategic direction in the delivery of the highest quality patient care for diverse health care organizations. Strong background managing business operations for multiple departments and patient experience / relations. Proven record of success developing policies and procedures that improve operational efficiency, control costs, and enhance patient experience and services. Dynamic leader accustomed to managing multidisciplinary teams to achieve a common goal. Expert in analyzing existing operations and implementing the necessary strategies, formal business practices, and technology to build new revenue streams and increase profit margin. Polished communicator who builds rapport easily at all organizational levels. Foster an environment of high morale, peak efficiency, and team orientation. Core Competencies:

► Project & Program Management ► Strategic Planning & Development ► World-Class Service Orientation ► Policy & Procedure Development ► Operations Management ► Regulatory Compliance ► Standards of Care ► Performance & Process Improvement ► Finance Management► Education & Training Programs ► Recruiting / Training / Development ► Workforce Planning► Employee / Labor Relations ► Quality Control / Assurance ► Start-Up / Turnaround► Budget & Resource Management ► Cost Control / Containment ► Change Management► Toyota Production System Expertise ► Capital Improvement Projects ► Team Building / Management

PROFESSIONAL EXPERIENCE

FLORIDA HOSPITAL MEMORIAL MEDICAL CENTER, Daytona Beach, FL 2014[FHMMC is a general medical and surgical hospital with 211 beds.]Assistant Director, Strategy Execution and Innovation — Endoscopy and Cancer Treatment Service LinesHired as member of Executive Management Team to support existing business operations and implement strategic vision for creating a systemic, culture-driven transformation and driving the tactical execution necessary to achieve desired outcome. Contributed to strategy deployment, cultural leadership, and operational execution. Tasked with continuous development and implementation of a lean operating system. Evaluated value streams and brought innovation, value, and implementation of a quality operation with superior financial performance. Improved operational performance of Endoscopy and Radiation departments through training and use of lean principles

and Toyota Production system. Led cancer project to shorten room-prep time for cancer radiation treatments and reduce costs of inventory. Developed and implemented organization-wide Kaizen and RPIW processes that mapped an Endoscopy Value Stream,

which provided more value-added time and reduced overall lead time of procedures. Created computer-based training modules for use by all staff: “Lean Methodology Defined” and “Steps to Bringing 5S to a

Department.”

VIRGINA MASON MEDICAL CENTER, Seattle, WA 2003 – 2013[VMMC is a tertiary care hospital with 336 beds.]Director of Operations — Ophthalmology, ENT, Head / Neck Cancer, and Audiology DepartmentsDirected daily business operations of multiple clinical departments at 5 locations, with annual patient visits totaling over 86,000. Led team of 110 staff members, 14 mid-level providers, and 25 physicians and managed annual operating budget of approximately $75 million. Developed and implemented clinic-specific customer service, human resource, and financial goals consistent with medical center’s strategic plan and mission. Oversaw all aspects of human resource functions, including recruitment, retention, and staff development. Ensured high levels of customer satisfaction by analyzing customer complaints, concerns, and suggestions. Organized staff and facilities to meet needs of health care consumers. Marketed and promoted new and existing programs and services to the general public. Participated on various facility-wide committees to improve customer service and delivery of care. Served as Project Manager for developing system-wide physician on-boarding and departure policies and procedures. Raised $2.7 million to remodel clinical areas. Achieved high levels of morale and staff retention from physicians and employees through effective communication. Chairperson of Renton Tech Advisory Board for creating COA course, one of 15 certified programs in U.S. Increased exam room time by 25% through innovative allocation of resources. Established practice goals, objectives, policies, procedures, and standards of performance. Outperformed Sullivan Kotter and Press Ganey defined benchmarks throughout 10-year tenure. Exceeded budget by 37% in 2012 through implementation of effective budget and accounting practices. Introduced, negotiated, and implemented new projects to expand scope of staff engagement. Integrated medical center’s strategic plan within operations, while providing oversight for development of high-quality,

cost-effective and compassionate care. Continued…

Melissa Jones, MEd, COE Résumé / Page 2

PROFESSIONAL EXPERIENCE continued …

JONES CONSULTING, Fort Myers, FL 1998 – 2003[Consulting firm for health care practices and health care managers.]Executive ConsultantProvided professional consulting and coaching services for health care facilities and health care managers. Consulted with area businesses to create efficiency and quality-improvement plans. Built preferred vendor relationship with Federal Job Program “Welfare to Wages.” Designed and taught Ophthalmic Assisting course for Edison Community College and partnered with area

ophthalmologists to include hands-on clinic rotations.

EDUCATION & PROFESSIONAL DEVELOPMENT

Western Governors University, Salt Lake City, UT To be awarded 2016M.B.A., Health Care Administration

Murray University, Murray, KYM.A., EducationB.A., Education

Permanent Teaching Certificate, Commonwealth of KentuckyCertified Ophthalmic Executive, American Academy of Ophthalmology Certified Leader Toyota Production System

AFFILIATIONS

American Society of Ophthalmic AdministratorsAmerican Academy of Ophthalmic Executives

AWARDS

2012 Most Valuable Team Award, Virginia Mason Medical Center

COMPUTER SKILLS

Microsoft Office, MS Publisher, MS Project, Cerner EMR, Oracle, ERP, IDX, GE, HLC

CIVIC ACTIVITIES

United Way / Dress for Success

PUBLICATIONS

Stein, Stein and Freeman. The Ophthalmic Assistant. 2012 and 2016 editions. (Contributor)

PRESENTATIONS

National speaker and requested presenter at professional organizations, seminars, and educational facilities.

Here’s what other Health Care Administrators are saying about Melissa:“I have been practicing here for almost 30 years and can honestly state that Melissa was the best section manager we ever had. … She has an innate knack to know which technicians should be hired and how to have a section function well. … We have met or exceeded our budget every year. … In short, she is the perfect ophthalmic manager, and all I can tell any potential employer is to hire her as quickly as possible.” ~ Harry Geggel, MD, Section Head, Ophthalmology, VMMC

“I have always been impressed with Melissa’s drive to improve our department. … Melissa is a tireless manager, always working beyond department expectations. … She is highly adaptive, and can effectively devote her time to multiple sections. … Melissa would be an asset to any organization.” ~ Robert S. Teiche, OD, Chief of Optometry, VMMC

“Melissa is extremely dedicated to her teams, her customers and her field. … Staff satisfaction and physician morale were well below average in the vision services division before Melissa arrived. Her leadership resulted in notable improvement in both. … I recommend her enthusiastically for a future professional position.” ~ Tony McLean, President, St. Francis Hospital

“Thank you for your strong operational leadership. You continue to do an outstanding job of managing the business. Your overall scores continue to rise. You have continued to demonstrate strong performance in meeting the goals set by the organization as well as those set for the section. You have clearly exhibited strong leadership when it comes to change. ~ Linda K. Stone, MA, Administrative Director, Ambulatory Surgery and Dermatology, VMMC