MELISSA COSTA
Long Beach,CA
Summary
I am an experienced manager with a passion and skill set for innovation, learning, and people experience. With over eight years of professional experience regarding excellent communication, project/program management, and customer service, I am highly effective at conflict resolution, quality assurance and improvement work. Being hardworking and reliable with excellent attention to detail, I thrive on highly ambitious projects that require strong ability to communicate effectively to cross-functional teams.
Overview
9
9
years of professional experience
Work History
Program Manager
One Medical
10.2019 - Current
- Meet with project stakeholders on regular basis to assess progress and make adjustments
- Deliver training for staff development, change management and materials, process and technical controls
- Interact with customers and clients daily to identify business needs and opportunities
- Improve success of programs by making proactive adjustments to operations guided by data and observation
- Implement and roll out compassionate communication standard work to over 100 medical offices across the country
- Manage and roll out company-wide initiatives through complex project management and creative problem solving
- Set project timelines and keep teams on task to achieve milestones according to schedule and budget
- Orchestrate smooth and efficient program development by collaborating cross-functionally across departments
- Routinely apply LEAN concepts to processes for improvement and waste reduction
Senior Office Manager
ONE MEDICAL
11.2017 - 10.2019
- Applied Lean Methodology to over twenty medical offices across Bay Area
- Led 5S Kaizens and taught Lean principles to team members in medical offices in Bay Area
- Collaborated with cross-functioning teams to develop scopes and implement project plans
- Maintained new standard work processes with hands-on management style and Active Daily Management
- Utilized Strategic A3s and Lean methodology to identify and remove waste, creating efficient workflows and processes
- Maximized productivity and management systems by establishing specific goals and managing operations
- Established and met goals to maximize productivity and outcomes
- Maintained project schedules by managing timelines and making proactive adjustments as necessary
- Facilitated training sessions across country regarding orientation, initiatives, or new standard work
Office Manager
ONE MEDICAL
09.2015 - 11.2017
- Created engaged, productive, positive, and cohesive office culture
- Worked collaboratively with team of dynamic administrative assistants and clinicians
- Recruited, hired, and trained new team members
- Strategically staffed and created schedules for full virtual coverage as District Virtual Manager across 10 offices
- Have deep understanding of what makes office successful, including use of analytic data and key metrics
- Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and development while providing opportunities for career acceleration through achievements
- Managed customer experience, including feedback cases
Administrative Assistant
ONE MEDICAL
09.2014 - 09.2015
- Answered up to 200 patient phone calls weekly in order to provide clerical support
- Completed up to 300 clerical tasks weekly
- Handled all communication between insurance, specialists, and clinicians
- Trained new team members to excel in offering high quality patient care
- Empathized with diverse groups of people to assure human-centered experience
- Strong attention to detail partnered with high level critical thinking and problem solving to assist patients and clinicians
Stage Manager
CUSTOM MADE THEATER CO
10.2014 - 12.2014
- Acted as assistant to Director
- Took blocking notes for actors
- Managed prop designing
- Ran light and sound boards during all performances
Education
Bachelors Degree - Vocal Performance
San Francisco Conservatory Of Music
San Francisco, CA2014
HIGH SCHOOL DIPLOMA -
Mater Dei High School
Santa Ana, CA2010
Skills
- -Program Leadership, Development, and Management
- -Lean Methodology
- -Proficient in Google Applications and Tableau
- -Training and coaching
- -Executive-level written and verbal communications
- -Team Leadership And Direction
- -Documentation Proficiency
- -Performance Monitoring
- -Process Improvement
- -Self motivated
References
References available upon request.
Timeline
Program Manager
One Medical
10.2019 - Current
Senior Office Manager
ONE MEDICAL
11.2017 - 10.2019
Office Manager
ONE MEDICAL
09.2015 - 11.2017
Stage Manager
CUSTOM MADE THEATER CO
10.2014 - 12.2014
Administrative Assistant
ONE MEDICAL
09.2014 - 09.2015
Bachelors Degree - Vocal Performance
San Francisco Conservatory Of Music
HIGH SCHOOL DIPLOMA -
Mater Dei High School
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