Melissa Santiago
Rancho Cucamonga,CA
Summary
Results-driven operations leader with 8+ years of experience managing cross-functional teams, leading process improvements, and delivering measurable performance outcomes in healthcare and corporate environments. Proven ability to oversee large teams (50–80+ staff), implement operational initiatives, and collaborate with senior stakeholders including physicians, nursing leadership, and vendors. Skilled in project coordination, workflow optimization, and change management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Supervisor, Administrative Services
Kaiser Permanente
Fontana, CA
01.2023 - Current
- Lead daily operations for Urgent Care department, managing a team of 80+ staff across administrative workflows and patient services
- Drive cross-functional collaboration between nursing staff and physicians through structured team meetings and process alignment
- Spearheaded implementation of Direct Booking initiative, increasing utilization from 15% to 52% within 12 months despite operational barriers
- Co-led development and rollout of Urgent Care Fast Track program, improving patient flow and reducing service bottlenecks
- Oversee onboarding and training programs to ensure operational readiness and consistent service delivery
Food & Nutrition Supervisor
Kaiser Permanente
South Bay, CA
02.2021 - 01.2023
- Managed full department operations, including financial oversight, during leadership absence (Director and Assistant Director on leave)
- Coordinated cross-departmental compliance efforts through participation in CCR rounds, ensuring adherence to hospital standards
- Led communication and workflow alignment between Food & Nutrition Services and Nurse Managers
- Implemented VOCERA communication system for department, improving coordination between frontline staff and nursing teams
- Supervised and developed a team of 50+ employees, including onboarding and performance management
- Acted as primary stakeholder liaison for vendor-managed programs, including large-scale employee initiatives
Director of Food Services
Aramark, Business Dining
Seal Beach, CA
10.2017 - 07.2020
- Managed multi-site food service operations for Boeing locations, overseeing performance, client satisfaction, and service delivery
- Led operational strategy to meet contractual objectives and client expectations across multiple business units
- Directed cross-functional teams and ensured alignment between corporate stakeholders and on-site operations
Dietary Training Manager & Recruiter
Healthcare Services Group, Inc
Anaheim, CA
10.2015 - 10.2017
- Led compliance improvement initiative that elevated facility rating from 4-star to 5-star within 3 months
- Promoted to Area/Recruiting Manager within 10 months, overseeing operations across 3 facilities
- Managed full-cycle recruiting for Southern California region while supporting operational leadership
Social Media Manager
Amen Clinics
Costa Mesa, CA
07.2012 - 09.2015
- Managed content strategy and execution for high-visibility healthcare brand social platforms
- Collaborated with clinical leadership to translate complex health concepts into accessible content
- Edited and produced written materials, including blog content and cookbook contributions
Education
MBA - Healthcare Management
Western Governors University
Salt Lake City, UT01-2023
Bachelor of Science - Dietetics & Food Administration
California State University
Long Beach, CA01-2014
Skills
- Project Coordination & Implementation
- Cross-Functional Leadership
- Process Improvement & Workflow Optimization
- Stakeholder Management
- Change Management
- Team Leadership (50-80 employees)
- Healthcare Operations
- Training & Development
Certification
Project Management Certification (In Progress)
Timeline
Supervisor, Administrative Services
Kaiser Permanente
01.2023 - Current
Food & Nutrition Supervisor
Kaiser Permanente
02.2021 - 01.2023
Director of Food Services
Aramark, Business Dining
10.2017 - 07.2020
Dietary Training Manager & Recruiter
Healthcare Services Group, Inc
10.2015 - 10.2017
Social Media Manager
Amen Clinics
07.2012 - 09.2015
Bachelor of Science - Dietetics & Food Administration
California State University
MBA - Healthcare Management
Western Governors University