Melissa M.
Clinic Operations and Policy Systems Manager @Glenwood Radiology
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WORK HISTORY
Clinic Operations and Policy Systems Manager @Glenwood Radiology
Edmonton, AB, CA
In this role, I provide systemwide leadership across multiple radiology clinics, bridging clinic operations with quality systems, regulatory compliance, and continuous improvement. I lead the development, implementation, and governance of standardized operating procedures (SOPs) to ensure consistent workflows, regulatory alignment, and high-quality patient care across all Glenwood Radiology sites.I partner closely with clinic leadership, department managers, HR, and executive teams to identify operational gaps, pilot and implement new systems, and drive sustainable improvements that support efficiency, equity, and accreditation readiness. My responsibilities span multi-clinic coordination, staffing and scheduling optimization, employee relations, and cross-site communication to ensure a consistent patient and employee experience.I oversee regulatory compliance with CPSA, HIA, IPAC/MDR, and OHS requirements, including internal audits, quality assurance frameworks, corrective action planning, and external inspection readiness. I also lead document control and policy integration, ensuring accurate versioning, accessibility, and adoption of operational and clinical documentation.With a strong focus on process optimization and continuous improvement, I evaluate workflows, implement unified systems, and leverage data to measure effectiveness and inform decision-making. I work collaboratively with leadership to align operational execution with organizational strategy, support growth initiatives, and strengthen governance across a multi-site healthcare environment.
EDUCATION
NAIT (Northern Alberta Institute of Technology)
Project Management
Aveta Business Institute
Six Sigma, Green Belt
Southern Alberta Institute of Technology (SAIT)
Business Management
Coach Academy
Leadership and Performance Coaching
ABOUT MELISSA M.
With over 15 years of leadership experience, I specialize in transforming customer service operations and clinic operations driving measurable results across diverse industries, including healthcare, medical cannabis, and oil & gas. My passion lies in creating seamless customer experiences while building high-performing teams that deliver exceptional service.Throughout my career, I’ve led large-scale call center operations, optimized workflows, and implemented strategic initiatives that improved customer satisfaction, reduced turnover, and increased operational efficiency. Leveraging Lean Six Sigma methodologies, I identify inefficiencies, eliminate waste, and deliver data-driven solutions that create sustainable growth and operational excellence.Known for my ability to align teams with organizational goals, I thrive in fast-paced, complex environments where innovation and process improvement are key drivers of success. Whether launching training programs, streamlining processes, or enhancing customer journeys, I’m committed to developing scalable solutions that make a lasting impact.Specialties: Clinic Operations, Policy Management, Call Center Operations, Customer Experience (CX), Process Improvement, Lean Six Sigma, Workforce Management, Training & Development, Strategic Planning, Performance Management, Operational Excellence.
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