David Quackenbush (host):Hello, everyone. And welcome to the Golden Voices Podcast, the podcast of Golden Valley Health Centers. I’m David Quackenbush, the president and CEO of Golden Valley, and the host of the podcast. And today, I have the pleasure to be with—oh, what can I call her? The legacy, the historian, Melinda Marshall has played numerous roles that you will hear about today, but she also keeps us honest with the history of Golden Valley and keeps us focused on our mission. So, Melinda Marshall is our Chief Operations Officer. Thank you for joining, Melinda.

Melinda Marshall:Thank you for having me, David.

Host:This is probably overdue. I probably should have had you as the first guest since you are the legacy, as you know, because you’ve seen some of your colleagues on the podcast. Really, we just like to talk about journeys and stories of our folks here at Golden Valley. And you have a lengthy one at Golden Valley, which I think speaks to a lot of things. I mean, I think it speaks to you personally and your perseverance, but I also think it speaks to the history of Golden Valley and the opportunities that some of the younger generation had at Golden Valley, which, you know, you’re always encouraging folks that come into our organization. So, why don’t we just start with the beginning of your journey at Golden Valley? Can you talk a little bit about why you originally came here and what was the first job that you had here?

Melinda Marshall:So, the reason I came here is a little different from others’ stories. I actually was new to the Valley. I moved out here to join my pastor who was here in Merced. I was simply looking for a job and it was between two opportunities. And something really urged me to select to work for Golden Valley Health Centers, at the time Childs Avenue Clinic. So, I’m dating myself. But just going back then, I started as a patient service rep. The organization was very small, to where the CEO actually gave me the second interview. So, very interesting. I did not know anything about Golden Valley Health Centers, but what really caught my attention was the very first migrant camp visit—to go out and take care of the patients out there, meeting them where they were. They didn’t have to come into the clinic. That was a very interesting experience, but it was one that really intrigued me. It touched me, just knowing that a physician volunteered their time and other staff were out there volunteering their time. And it was something I grew up doing in a different way. As I mentioned, growing up as a pastor’s kid, you had to help your community. That was part of who you were in the family. And I come from a large family, so we always had to help each other as well. So, that is how I started at Golden Valley Health Centers as a patient service rep, being drawn here by having to move to the Central Valley. I’m not bilingual. And of course, the larger population here speaks Spanish. So, I wanted to work in a department that did not require me to use my poor Spanish. So, I transitioned to the billing department, worked there for a year and a half, and was asked to go back to the clinic setting as a supervisor. That made me a little nervous. A lot of the staff who were still there had started before me. But they encouraged me. They actually found out about the ask and encouraged me to come back. They said, “We really respect you. We feel you’ll be a great leader. Please come back.” So, I did. I enjoy working with the patients. I tell the story of a patient I met back then, and I see her to this day when I visit the clinic. She does not speak English. I don’t speak Spanish. But we have five-minute conversations, and it ends with a hug and a smile. Those things really confirm why I am here, and that I am in the right place doing the right job.

Host:You know, those connections—we see it. And those connections come very quickly between us and patients or us and staff. Those are long-lasting relationships. It’s always very interesting when I have these conversations, and you and I have talked about this a little bit. So, Golden Valley is a private, nonprofit community health center. We are not affiliated with any specific religion or denomination. But we always find ourselves in conversations about spirituality. We are as culturally diverse as we are religiously diverse. We have about 1,500 staff from literally all over the world, from different cultures, different ethnicities, and who have practiced different religions—or haven’t practiced religion but have been spiritual, whatever that means to them. And we always find a spiritual connection to the work that we do. That brought you to the Valley following your pastor, which is a whole different level of calling to actually move your residence to follow a pastor. But there’s always that spiritual connection. We see it, we talk about it, we celebrate it. It’s a theme that runs through the organization. I don’t want to date you, but I want to appreciate you. Are you now—what is it, your 38th year? The years go by fast. Which year are you now in?

Melinda Marshall:It does go fast—38 years. And you mentioned the diversity. Coming here, one of the things I really love is learning about different cultures—meeting people from different backgrounds and from different countries. That was amazing. But we always find we end up here for one reason: to help people who need our help.

Host:It’s true. You and I are nonclinical staff, and the doctors who come here want to be hands-on with patients. That’s something I could never do. But at any level of the organization—front-desk staff, billers, whoever—they’re all here because of the people we serve.

Melinda Marshall:Yes.

Host:And, you know, it’s interesting to call back your reference about the Childs Avenue Clinic—which is now what we characterize as our campus, six buildings offering every service we could possibly provide to patients. That was one of the original sites. In the 38 years you’ve been here, it’s very hard to describe the growth. We now have 1,500 staff, and we provide almost 800,000 patient visits a year. You’ve borne witness to a lot of that. How would you describe that, and how has it been for you, seeing the growth since you’ve been here?

Melinda Marshall:Actually, that’s why my job is never boring—because it seems like I’ve worked in a different organization over the years, in different capacities. And then the evolution of other health services we provide—getting out into the community or bringing services within our four walls. It’s amazing to see the growth when you sit back and look at it on a map. We’re spread across three counties—it’s amazing. Sometimes you need to sit back and look at the journey. I have a history book that was put together about 15 years ago, covering 1972 to 2012. Just looking at that growth in 40 years is amazing. And from then until now, we need to capture all this history. Yes, I am a historian, but we need to make sure we capture it because it’s amazing work we do. We often feel like we’re not doing enough because demand always exceeds access. But we are doing an amazing job, and we’re doing a lot. All the new innovative things coming along—that’s just amazing.

Host:We rely on you to remind us of the history because we’re always trying to do more, add things, but we do so much. It’s very important to remind folks of everything we do, because we provide a tremendous amount of service—various services—to thousands of patients each day. Let’s talk more about your journey. Being on the executive team—only eight of us—and being a leader, you take pride in touching and impacting staff and encouraging them to grow. You started as a patient service rep. Can you explain to the audience the variety of jobs you’ve had in 38 years? There are career opportunities in healthcare that many don’t realize. Community health centers are big nationwide. And what you’ve achieved—your education, training, your current role—is an inspiration. So, tell the audience the journey you’ve been on personally.

Melinda Marshall:Absolutely. As I mentioned, patient service rep for a year and a half, then in our wonderful billing department—that was a great learning experience; I’d never worked in billing before. After a year and a half, I was asked to move back into the clinical realm as a supervisor—front-office supervisor—overseeing front-office operations. As clinics grew, I moved into a site administrative role, assisting and learning how to open new clinics—in Ceres and Turlock—and covering other locations as a supervisor when needed. I probably worked at all Golden Valley Health Centers clinics at some point as supervisor or center manager. I was asked to come back to Merced as a clinic supervisor, overseeing front and back office, then center manager roles. Next, I worked as director of operations, when we divided into three regions. During COVID, at one point I was the only director, covering all regions—it was challenging, putting out fires and pivoting moment to moment. After other directors joined, we again divided into three regions. Then, after about seven or eight years as director, I transitioned to chief operations officer. I am still learning—always will be. I always say I’m a leader in training—that’s something everyone should do. Never get to the point where you feel you know it all. Always be open-minded and willing to learn.

Host:Yeah, that’s really good advice, because I’m learning every day too, and the system around us is changing so dramatically.

Melinda Marshall:Yes.

Host:What do you think has been your biggest challenge? And what have you learned throughout your years and different positions?

Melinda Marshall:The biggest challenge is creating or helping create more access. Staffing, of course, is a major challenge—making sure you have adequate staff to support operations. You might focus on one thing, but there are many challenges in healthcare, even creating a system to help people navigate it. I had a dear friend who passed away of breast cancer at a very young age, and you never know what could have saved her—preventative care, navigating the system, marketing. All of these things stay with me, and I’m always trying to stay on top of what’s new and innovative to remove or eliminate barriers. So, definitely access to care and helping patients navigate a complicated system.

Host:I think the issues have always been there—limited access, similar health issues—but now there’s more demand, more patients, and less workforce. The workforce coming into healthcare has changed. Because you’ve been in it so long and because you mentor staff—sometimes not even your direct reports—you’re always checking in. What advice would you give individuals who are thinking about a healthcare career and working at a community health center like Golden Valley?

Melinda Marshall:Absolutely. When talking to new hires or others, first and foremost is: what is your passion? Helping people, volunteering, dealing with constant change—it’s not for everyone. But know your passion and do self-reflection—it’s super important. Align with the organization’s mission, vision, and values. Don’t just have them on paper—look at them, do your self-reflection, understand your own mission, vision, values, and goals, and make sure they align. Whether this is a stepping stone or the career for you, always reflect and make sure you’re true to your mission. Also, stay in learning mode—always.

Host:Great points. Thank you for summarizing that. You triggered another question about learning mode. You’ve been here 38 years, had almost every job, you continue to learn, we continue to grow and do new things. What are you interested in continuing to learn, or what do you still need to figure out as you continue your career at Golden Valley?

Melinda Marshall:Surprisingly, we’ve done an advocacy program here, and people were surprised I joined. Advocacy can come naturally, but it’s great to learn how to do it correctly, understand rules and best practices. Learning how to advocate, learning new technology—providing different avenues for patients who may not want to talk to a robot, so still offering ways to reach a human. Some are tech-savvy and want to use technology, so make sure you have it. We’re trying to meet all patients’ needs—in the way they want to communicate, call in, or be seen—and that’s forever evolving. As different generations come, they want to do things differently, so always learn how to evolve with each age group.

Host:Yeah, that’s a good reminder. We have staff who’ve been here a long time and staff who are brand new, and the same with patients—new patients every month, and patients who’ve been with us for generations. We take care of great-grandparents all the way to new babies. So, that’s a great reminder. Thank you for joining us, Melinda. I appreciate it. It’s long overdue. The legacy and history you bring—we all respect and appreciate your time on the Golden Voices podcast.

Melinda Marshall:Well, thank you again for having me. I really enjoy being here.

Host:Thank you.