Melissa D. Hickey RN, BSN
Plano,TX
Summary
Accomplished healthcare operations leader and nurse with over 25 years of experience. Consistently drives operational efficiency and provides strong team leadership. Extensive healthcare knowledge and clear verbal and written communication skills effectively convey complex information to colleagues and patients. Solid foundation in clinical judgment and effective business strategies. Proven track record of managing large-scale healthcare operations and improving workflows. Dedicated to ensuring adherence to regulatory standards and organizational goals while delivering high-quality care.
Overview
28
28
years of professional experience
Work History
Director of Client Operations
Premise Health
11.2023 - Current
- Responsible for oversight and management of multiple health centers with various lines of service remotely across the US ensuring effective delivery of healthcare systems over 6 clients
- Leads a team of up to 50 FTEs including managers and various professional staff across the US fostering a culture of continuous improvement and high performance through regular coaching, feedback, and professional development
- Partners several VPs, AVPs, Medical Directors, Regional Medical Directors, Sr
- DCOs to achieve better business outcomes, optimizing workflows, and improving care delivery
- Identifies processes to improve overall performance of health centers and integrate corporate strategies, tracks key performance indicators (KPI)
- Ensuring operational excellence and client satisfaction goals are consistently met
- Provides effective leadership, education, coaching, and mentoring at the site level
- Demonstrates strong business acumen and knowledge of staffing, capacity, ROI, reviewing budgets, margins, service and product offerings, in order to implement and drive strategic and relevant operational outcomes
- Ensure compliance with industry regulations such as HIPAA and OSHA and internal policies through regular audits and process updates
Group Health Center Manager
Premise Health
10.2022 - 11.2023
- Direct day-to-day administrative and operational functions of 2+ clinics in-person and remotely across various lines of service to include PT, Behavorial Health, Health & Wellness, Primary Care, Women's Health, and Chronic Disease Management
- Lead and mentor a team of 10+ providers, other managers, and ancillary staff fostering a collaborative patient-centered environment
- Collaborates with clients to ensure operational goals are met or exceeded improving clinic workflow efficiency, reducing patient wait times, and increasing productivity, company values, and return of investment
- Facilitate monthly meetings for 500+ Health Center Managers to build relationships, and impactful resources for leaders, coordinating discussions on operational goals, patient care initiatives, and staff performance, ensuring alignment with organizational goals
- Developed educational programs for ancillary staff to foster growth, increase team member retention, and satisfaction
- Organized and facilitated preventative health presentations including training sessions on compliance, patient care protocols, and new technologies, ensuring staff were up to date with best practices and regulations
Health Center Manager
Premise Health
03.2018 - 10.2022
- Direct day-to-day administrative and operational functions of primary employee health clinics across various LOS insuring seamless delivery
- Lead and mentor a team of 5+ employees and provides to include, training programs, patient communication, and regulatory compliance, improving the overall knowledge base and performance of the team
- Supported the development and execution of patient wellness programs, contributing to improved patient outcomes with reduction of hospitalizations
- Developed programs to improve quality and process improvement at the sites
- Promote employee health education and resources while conducting multiple marketing events to ensure community awareness
- Organize and facilitated marketing and health presentations
Director of Nursing
P.R.I.D.E. Functional Rehabilitation Clinic
09.2016 - 03.2018
- Clinical lead and oversight of 20+ employees across various LOS to include providers, nurses, managers, and ancillary staff
- Developed programs to foster process enhancing patient care, improved workflow, and ensuring safety of both patient and staff
- Lead behavioral health and narcotic pain management programs to ensure compliance and success was experienced by participants
- Supported the recruitment, training, and performance evaluation of clinical and administrative staff, fostering a team-oriented environment that promoted excellence in patient care
- Marketing and brand building
Assistant Nurse Manager/Case Manager
Humana
01.2014 - 08.2016
- Telephonic health coach and assistant manager remotely across the US
- Managed Medicare members and assisted members with managing chronic diseases and health improvement
- Delivered outstanding care to patients and evaluate healthcare needs while utilizing a preventative wholistic approach
- Coordinated and managed complex patient cases, working with physicians, social workers, and other healthcare professionals to develop and implement individualized care plans
- Collaborated with insurance providers to ensure appropriate coverage and authorizations for services, advocating for patients' needs and rights
- Provided education and counseling to patients regarding self-care, post-hospital care, and community resources, helping them better manage their care to reduce hospital admissions
Assist Director of Nursing
Dilorenzo Tricare Healthcare Clinic Pentagon
01.2001 - 01.2007
- Lead a teamsnof over 200 FT employee across various lines of services to include medical providers.
- Oversaw and approved recruitment, hiring and orientation of new nursing staff.
- Ensured regulatory compliance by staying current on industry standards and updating policies accordingly.
- Monitored and evaluated nursing staff performance, providing feedback and guidance to support standards of care.
- Streamlined nursing operations by optimizing staffing schedules, resource allocation, and workflow processes.
- Collaborated with staff, management, and external groups to coordinate patient care.
- Worked closely administration to develop and implement best practices to improve patient outcomes.
Education
Bachelor of Science - Nursing
Waynesburg University
Waynesburg, PA05.1997
Skills
- Epic EMR
- Presentation skills
- PLRs, budgets, hiring, coaching, and annual reviews, KPI monitoring
- Microsoft Office, Excel, and PowerPoint
- Creating process improvement plans
Certification
- RN License TX Multi-State, 05/01/16, 01/01/26
- Provider AHA BLS Certification 10/01/25
Personal Information
Title: RN, BSN
Accomplishments
- Supervised team of 35 professionals and ancillary staff remotely and hybrid to include medical directors, nurse practitioners, other RN managers, and various lines of service providers.
- Collaborated with team of 12 leaders in the development of action plans to support the success positive return of investment and process improvement.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director of Client Operations
Premise Health
11.2023 - Current
Group Health Center Manager
Premise Health
10.2022 - 11.2023
Health Center Manager
Premise Health
03.2018 - 10.2022
Director of Nursing
P.R.I.D.E. Functional Rehabilitation Clinic
09.2016 - 03.2018
Assistant Nurse Manager/Case Manager
Humana
01.2014 - 08.2016
Assist Director of Nursing
Dilorenzo Tricare Healthcare Clinic Pentagon
01.2001 - 01.2007
Bachelor of Science - Nursing
Waynesburg University
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