Melissa Fehrenkamp
San Mateo
Summary
Innovative healthcare leader with over 14 years of extensive experience in the clinical and non-clinical setting. Dedicated to delivering exceptional support to patients and families, with strong communication and collaboration skills that foster trust and promote healthy team dynamics. Adept at using reporting tools and data analytics to support patient-centered care and cultivate a positive work environment. Possesses deep knowledge of the healthcare system and its key stakeholders, allowing for effective navigation of complex situations. Experienced in managing both acute and post-acute settings, thriving in holistic, team-based environments. Strategically implements best practices and improvement methods to ensure care is delivered in the most appropriate and effective setting.
Overview
12
12
years of professional experience
Work History
Experience Improvement Advisor
Mayo Clinic
Jacksonville
03.2023 - Current
- Collaborates with Mayo Clinic departments to improve patient, family, and staff experiences.
- Serves as liaison between patients, families, and clinical areas, fostering communication and support.
- Creates reports and metrics based on complaints, patient satisfaction, and HCAHPS data.
- Compiles and analyzes trends to guide leadership in forecasting and process enhancement.
- Partners with Quality & Affordability colleagues to implement best practices and initiatives.
- Provides insights for experience improvement opportunities to departmental leadership.
- Achieved Quality Academy Silver Certification, equivalent to Lean Six Sigma standard.
- Focuses on proactive consultation and strategic improvements across assigned projects.
REGIONAL CARE SERVICES PROGRAM DIRECTOR
The ALS Association Florida Chapter
Florida
03.2019 - 03.2023
- Oversaw programs and services across Northeast Florida to enhance patient care and advocacy.
- Supervised team of Program Managers, ensuring alignment with organizational mission and goals.
- Strengthened partnerships with North Florida ALS Certified Centers of Excellence for improved service delivery.
- Integrated services to effectively support ALS population and managed scholarship program.
- Collaborated with various departments to identify and implement performance improvement measures.
- Led community outreach initiatives by building relationships with local partners and stakeholders.
- Participated in project development aimed at enhancing care services programs.
- Provided ongoing leadership and direction for program operations.
DIRECTOR OF SOCIAL SERVICES
Westminster St Augustine
St Augustine
04.2018 - 03.2019
- Oversaw day-to-day operations and care coordination with physicians and health center staff.
- Coordinated all admissions and led care plan meetings to ensure effective patient management.
- Managed budget effectively, aligning resources with operational goals.
- Engaged with senior leadership monthly to review performance improvement goals per state guidelines.
- Addressed crisis and non-crisis complaints, prioritizing confidentiality and support for families and patients.
- Directed team activities while providing ongoing mentoring and coaching to enhance performance.
- Incorporated skilled and assisted living facilities into community programs to strengthen relationships.
- Developed survey system for discharged short-term rehab individuals to gather feedback on experiences.
EMERGENCY DEPARTMENT SOCIAL WORKER
Flagler Hospital
St. Augustine
04.2013 - 03.2018
- Facilitated patient-centered care by addressing psychosocial factors impacting health and behavior.
- Communicated effectively with patients, families, and professionals to secure necessary services and placements.
- Provided ongoing counseling and emotional support to assist patients in navigating health challenges.
- Coordinated billing processes for social service treatment and maintained positive public relations with community services.
- Served as a resource for residents and families regarding public aid and legal documents, including living wills and DNRs.
- Established the role of Social Services in the Emergency Department to enhance patient support.
- Developed policies for consults and notifications to streamline response to patient needs.
- Conducted comprehensive psychosocial assessments to improve patient outcomes through individualized care plans.
Education
Master of Science - Healthcare Administration
EXCELSIOR UNIVERSITY
Albany, NY06.2025
BACHELOR OF ARTS - Psychology
EXCELSIOR UNIVERSITY
Albany, NY01-2014
Skills
- Organizational management
- Case management
- Strategic oversight
- Leadership and team building
- Deadline prioritization
- Quality improvement
- Best practices in care settings
- Research and development
- Relationship building
- Strategic planning
- Training and mentoring
- Public speaking and presentations
- Experience Design
- Stakeholder engagement
- Solution-oriented approach
- Data analysis
Timeline
Experience Improvement Advisor
Mayo Clinic
03.2023 - Current
REGIONAL CARE SERVICES PROGRAM DIRECTOR
The ALS Association Florida Chapter
03.2019 - 03.2023
DIRECTOR OF SOCIAL SERVICES
Westminster St Augustine
04.2018 - 03.2019
EMERGENCY DEPARTMENT SOCIAL WORKER
Flagler Hospital
04.2013 - 03.2018
Master of Science - Healthcare Administration
EXCELSIOR UNIVERSITY
BACHELOR OF ARTS - Psychology
EXCELSIOR UNIVERSITY
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