Q&A with PQA Chief Operating Officer Melissa Viscovich

PQA’s talented staff is dedicated to improving medication safety, adherence and appropriate use. As experts in measure development, research, education and convening, they lead the implementation of PQA’s quality initiatives to support better medication use and high-quality care. This blog is one in a series profiling PQA's staff.

Melissa Viscovich is PQA’s Chief Operating Officer. She leads PQA’s finance and operations to ensure the current and future success of the organization. Focused on high-level impact, long-term strategy, culture cultivation and organizational effectiveness, she oversees all operational and administrative functions, finance, human resources and information technology.

What is your role at PQA?

I serve as Chief Operating Officer and am a member of our executive leadership team. I lead PQA’s finance and operations team, and focus on creating an effective, collaborative, and efficient environment that helps advance PQA’s mission. Day to day, I work with the FinOps team in the areas of finance, technology, human resources, contracts, and operations. I also work with PQA’s Finance Committee and Board of Directors on financial matters to support good governance and oversight of PQA’s resources.

What are the problems you work to solve for PQA members?

It’s my personal mission to help build the culture and infrastructure that supports our organization’s ability to advance PQA’s mission. While my role tends to be more behind the scenes than that of some of my colleagues, the goals and objectives of our stakeholders as mapped out in our Blueprint 2025 remain top of mind for me every day as I think about our business processes, finances, human capital, technology, and operations.

What is your background and what drew you to PQA?

I’ve worked in association and non-profit management for thirty years, gaining experience over the years with membership, events, publications, finance, operations, and governance. I started my career with Association Management Group where I worked with the Composites Fabricators Association (now the American Composites Manufacturers Association), and then spent more than twenty-five years with the National Association of Professional Employer Organizations. I’ve also volunteered through the years with a local chapter of the National Charity League, where I held board positions including Treasurer and Secretary.

I’ve come to believe in the power that comes from bringing together people and organizations with shared priorities through trade associations and consensus-based organizations like PQA in the pursuit of common goals.

When I first connected with PQA, I was immediately impressed by the team’s level of dedication and commitment to PQA’s mission. I was excited about the opportunity to be part of an organization ultimately focused on making a positive impact on the quality and cost of healthcare, as well as patient outcomes.

What do you most enjoy about working at PQA?

I’m so grateful for the opportunity to work within this community of incredibly bright and committed professionals. Over the past eight months since I started, I’ve had a lot to learn about the work we do and the complex universe of medication use quality. I’m so grateful to the staff, members, and advisors who’ve patiently and enthusiastically shared their expertise and insight with me in support of my onboarding process.

Before joining PQA, you were senior vice president and chief operating officer of the National Association of Professional Employer Organizations. How will you bring your experience with nonprofits and associations to PQA?

When I started with NAPEO, it was a largely volunteer-run association with a very small budget and staff. Their board and members had big dreams of growing a new industry in the HR outsourcing space and the association was the vehicle that drove that growth. Over the twenty-five years I was there, I had the opportunity to be part of this exciting venture to build both an association and an industry. I see a lot of the same opportunity at PQA, in that it’s an organization that has grown quickly and accomplished much in a short period of time. I hope to apply what I learned in my past roles as PQA continues to mature as an organization and build out its infrastructure and operations.

PQA has committed to operational excellence in BluePrint 2025. How are you and your team working towards this goal?

In 2023, we launched Operation ADAPT, a strategic initiative that will modernize PQA’s technology ecosystem by providing the tools and resources needed to optimize member experience and empower staff to maximize the impact of PQA’s mission. Our vision for this initiative is to enable a seamless digital member experience, data-driven decision-making, and a future-proofed technology ecosystem that demonstrates our goal of achieving organizational excellence. Optimizing our current technology and connecting our virtual ecosystem will positively impact our internal team, our members, and the value of the programs, products, and services we provide.

We’re also in the process of implementing standard and consistent policies and procedures across the organization to support the success of the PQA team. We recently worked with an ad hoc committee of the Board to overhaul PQA’s bylaws, and to develop a complementary set of new and updated policies to guide several key aspects of Board operations. Additionally, we’re working to update and document our internal policies, procedures, and processes to support operational excellence.

PQA has experienced tremendous growth over the past few years. What are you most excited for in PQA’s immediate future?  

As our digital transformation through Operation ADAPT takes hold and goes from planning to practice, I’m really looking forward to seeing the impact these technology enhancements will have on how our members engage with PQA. We want to provide members and other stakeholders a seamless digital experience. Whether registering for a meeting, participating in a technical expert panel (TEP), renewing their membership, accessing resources and technical information, managing use of our measures, or participating in our research or pilots, we want members to have direct access to all that PQA has to offer and the ability to maximize their organization’s partnership with PQA.

What do you enjoy doing when you are not working? 

I’m active in a wonderful running group called Moms Run This Town. Through this amazing community of women, I’ve made great friends, covered many miles, and had the opportunity to train for and compete together in some fun races. I love the friendship, support, and accountability that comes from exercising with others.

I’m a women’s soccer fan and am particularly passionate about cheering on my two daughters, Anna and Sophie, who play soccer for Washington University in St. Louis.

My husband, Dave, and I also enjoy traveling and skiing. We recently returned from a sub-zero visit to Banff and Lake Louise in western Canada.   


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