November 27 - 29, 2018
Rancho Bernardo Inn, San Diego, CA
SVP, Chief Experience Officer
Rebecca Zuccarelli is the Chief Patient Experience Officer at Tampa General Hospital, a new role that was recently created as the result of the Board and Senior Leadership’s desire to become a top performing hospital in the patient experience.
Rebecca was formerly the Senior Director for Service Excellence for the Johns Hopkins Health System a 6 hospital system headquartered in Baltimore, MD. In this role, which she has held since 2006, Rebecca was responsible for measuring and improving patient satisfaction and leading the effort to create a more patient and family centered environment throughout the Johns Hopkins Health System. During her tenure at Hopkins, inpatient satisfaction at The Johns Hopkins Hospital has improved from the bottom to the top quartile.
Before joining Hopkins, Rebecca served in various positions at OhioHealth an 8 hospital system in Columbus Ohio including, System Vice President of Customer Service and Vice President of Post Acute Services. Rebecca began her administrative career over 25 years ago at Summa Health System in Akron, Ohio in a role in quality management and medical staff services.
Rebecca received her Bachelor of Science degree in Physical Therapy and her Master of Public Health in Health Administration from the University of Pittsburgh in Pittsburgh, Pennsylvania. She has authored several publications regarding customer service and patient relations and has spoken at numerous conferences regarding improving patient satisfaction in hospitals.
Associate Chief Nurse -OB/GYN
Brigham & Women`s Hospital
Maureen Fagan DNP is the Executive Director for the Center for Patients and Families and Associate Chief Nurse for OB/GYN at Brigham and Women’s Hospital (BWH) in Boston, Massachusetts.
Initially she focused her attention on creating and supporting patient and family advisory councils in large service lines, department or unit based care improvement councils and hospital-wide nursing meetings including the BWH Nursing Educational Literacy Council. Dr. Fagan then introduced 14 patient and family advisors to the Brigham Research Institute in 2012 to create strategic partnerships among scientific and clinical researchers to advance the caring science of patient and family centered care. Currently there are 85 patient and family members and 16 councils at BWH.
She is a strong proponent of patient and family-centered care and believes that harnessing the expertise of families to reveal and represent their loved one in the hospital or in an ambulatory setting enables all hospital caregivers to tailor their care plans and care experience to each patient specifically.
Dr. Fagan is a Family and Women’s Health Nurse Practitioner from Albany Medical College in 1982, and earned a Masters in Healthcare Management at Simmons College in 1995. She received her Doctorate in Nursing Practice from Simmons College May 2012 with a strong focus on patient and family-centered care.
VP and Chief Patient Experience Officer
Dr. Sara Laskey, MD, was named the first Chief Patient Experience Officer at Cleveland’s MetroHealth System in late 2013. In this position, Dr. Laskey is responsible for the leadership, design, and implementation of initiatives that fulfill the patient-centered mission and vision of MetroHealth. She collaborates with MetroHealth executives, medical staff, and department directors to develop training programs and communications that are transforming the culture of MetroHealth.
In the past year, Dr. Laskey and her team developed and implemented Pathways to Patient Experience, an innovative three-hour training for every MetroHealth employee. She has launched a recognition program, “Star IQ Genius,” to honor those employees whose behavior is exemplary of patient-centered care as well as implementing “Leadership Rounding” for administrative and clinical leaders throughout the organization. Currently, she is developing an intensive service and leadership program for all managers and front-line employees at MetroHealth, which she expects to implement in 2014-2015.
In addition to her Patient Experience responsibilities, Dr. Laskey is also an attending physician in the Emergency Department at MetroHealth and previously was the Director of Medical Operations for the department, a position she held from 2011 through 2013. She is an assistant professor at Case Western Reserve School of Medicine. She was an active flight physician with Metro Life Flight for five years.
Dr. Laskey was Chair of the Leadership and Development Committee and Director of the Leadership Academy of the Ohio Chapter of American College of Emergency Physicians from 2012-2014. She currently serves on the Northern Ohio Trauma System (NOTS) Quality Committee; and the American College of Emergency Physicians National Council. In addition, she was selected to serve on the CEO Search Committee for the MetroHealth Medical Center in 2012 and 2013. It is this committee that selected MetroHealth’s current leader, Dr. Akram Boutros.
Dr. Laskey’s work has been published in multiple the peer-reviewed journals including Genetic Medicine and Academic Emergency Medicine, as well as in numerous textbooks and professional newsletters. She’s presented abstracts at national symposia.
Prior to becoming a medical doctor, Laskey was a clown with Ringling Bros. and Barnum & Bailey Circus.
Chief Experience Officer
Lynn Skoczelas is the chief experience officer for Sharp HealthCare, a fully integrated health care system in San Diego and home to The Sharp Experience. As chief experience officer, Lynn is responsible for system-wide leadership strategy, design, engagement and implementation of Sharp’s organizational improvement initiative that aims to transform the health care experience for employees, physicians and patients. She also provides leadership for The Sharp University, a “corporate university” created to provide leadership development for leaders and physicians and team member engagement.
Lynn has been a member of the Sharp HealthCare team since 1997 and has served in several leadership roles within the organization including clinical and the organizational culture. Lynn has been directly involved with the work of The Sharp Experience since its inception in 2001.
Lynn holds a Bachelors of Science in Nursing and a Master of Business Administration from the University of Phoenix.
Director, Patient Access and Experience/Associate Hospital Director
Vanderbilt University Medical Center
Brian obtained a dual master’s degree from Xavier University. After finishing a fellowship in Hospital Administration at University of Illinois at Chicago Medical center Brian joined Northwestern Medical Faculty Foundation as Practice Manager for Women’s Health. After four years he was recruited to be COO of Olean Medical Group, a 33 provider multispecialty group practice in Olean, NY and served as COO for four years and then CEO for a year and a half. In 2007 Brian came to Vanderbilt University Medical Center first as Administrator for the Vanderbilt Eye Institute and currently as Director of Patient Access and Experience. In his current system level role he oversees both strategy and operations for improving the Patient Experience with particular emphasis in ensuring efficient access to meet our client’s needs.
Associate Chief of Medicine, Medical Director – Patient Experience
Yale New Haven Hospital
Associate Director of Patient Experience
MD Anderson Cancer Center
Kathy Denton has been a facilitator and leader of change and performance improvement for over 25 years in both the private and public sectors. The last 18 years she has been at MD Anderson Cancer Center, with the last four years focusing on improving the patient experience. She has been instrumental in the development of the Patient Experience Program at MD Anderson Cancer Center. She has a Six Sigma Black Belt; is a Certified Manager of Quality and Organizational Excellence and is a Certified Professional for Healthcare Quality. She also serves on the Texas A&M University - College of Education and Human Development - Advisory Board.
Senior Director, Office of Patient and Customer Experience
In the role of senior director, Ms. Cangiano leads patient experience measurement operations, reporting and performance improvement across the Northwell Health enterprise. Under her direction, the patient experience analytics and performance improvement team is utilizing patient feedback to understand what defines and drives customer experiences. In addition, Ms. Cangiano is responsible for identifying, developing and implementing technology solutions and supporting processes that enhance patient and customer experience.
Previously, Ms. Cangiano led the development of Northwell’s workforce engagement measurement methodology and strategy. As a Talent leader, she worked on large scale transformation efforts including leader development and performance management.
Additional roles at Northwell include director of Health System Operations and program manager for System Orthopedic Services. Prior to her time at Northwell, Ms. Cangiano worked for 10 years in behavioral health settings in clinical, research and administrative capacities.
Ms. Cangiano received her BA in psychology from Georgetown University, her MS in psychology from Saint Louis University, and her MPH with a concentration in health services management through the executive program at the Columbia University Mailman School of Public Health.
Patient Experience Coordinator
Cook Children's Health Care System
Grew up in Southern Ohio
Received Associate of Applied Science-Dental Hygiene from Shawnee State University in Portsmouth, Ohio in 1986.
Received Bachelor of Business Administration-Marketing from the University of Nebraska-Lincoln in 1995
Received Master of Healthcare Administration from the University of Texas-Arlington in 2005.
Registered Dental Hygienist in private practice for over 20 years. Dental Practice Management and consulting for 7 years before transitioning to health care administration.
Currently working at Cook Children’s Health Care System in the Quality Management department, responsible for all aspects of the patient experience, including staff training, survey data & reporting, coaching as well as involvement in the Family Advisory Council, Multidisciplinary Pain Committee, Patient Care Council, Patient Safety Committee, Quality in Practice and Quality Improvement Council.
Have lived in the Fort Worth area for 16 years. Hobbies include gardening, woodworking and the Nebraska Huskers. Go Big Red!!
VP, Patient Experience
Stanford Health Care
Alpa is the Vice President for Patient Experience at Stanford Health Care. She is responsible for developing and driving core patient and family centered programs, services and patient satisfaction reporting/analytics to support the goals of the organization. In addition, Alpa has led the Design Thinking efforts and developing new services to advance leading edge and coordinated care. Alpa also previously served as the Administrative Director for Performance Excellence at Stanford Health Care.
Prior to joining Stanford, Alpa was a healthcare strategy and operations consultant with Deloitte Consulting for over eight years. Alpa has had the opportunity to work with academic medical centers, physician group practices, and multi-hospital health systems across the country. Her experience includes assisting provider organizations in mergers and acquisitions, financial turnarounds, performance improvement initiatives, regulatory reviews, strategic planning as well as large-scale electronic medical record implementations.
Alpa has a Bachelor’s degree in Public Health from the University of South Carolina and a Master’s in Healthcare Administration from the Medical University of South Carolina.
Co-Chair, Patient Family Centered Care Steering Committee / Senior Patient Advisor
Brigham and Women's Hospital
Martie Carnie, a 28 year, four-time survivor of breast and melanoma cancers, is a founding member and past co-chair of Dana-Farber’s Adult Patient and Family Advisory Council. Currently, she is co-chair of Brigham & Women’s Patient Family Advisory Council, which encompasses 16 councils and 85 patient and family advisors. As a patient advocate and the Senior Patient advisor she is actively involved in promoting the voices of patients and families as partners of the health care team in clinical inpatient and outpatient settings, patient education, and Hospital wide committees and projects. In research, she brings her voice to the Brigham Research Institute, she serves as a clinical investigator and the patient experience perspective for PCORI Research . She is a frequent spokesperson at conferences and seminars about patient-centered care, patient experience, patient safety, and the Voice of the Patient in healthcare and Design.
Martie is a strong proponent of Patient Family Centered Care principles which guides the process for partnership with senior leadership and staff to work together to improve healthcare delivery, patient engagement and the patient experience at BWH.
Executive Director, Office of Patient Experience
University of Colorado Hospital
Amy Searls has over twenty years of leadership experience. She currently is Executive Director, Service Excellence at University of Colorado Hospital in Aurora, Colorado. Originally from the Chicago area, she has held positions as Cancer Center Liaison and Director of Guest Services, and Director of Service Excellence with Banner Health and Providence Hospitals, Columbia, South Carolina. She has helped develop and implement many educational and training programs and resources designed to positively impact the patient and family experience. She has extensive background in many aspects of clinical and non-clinical operations in hospital and ambulatory settings. She’s been recognized for delivering exceptional performance related to the patient experience. She has helped develop and successfully achieve service strategies and operational objectives through innovative planning, service, department networking, effective problem solving, vision and leadership. Her philosophy, which emphasizes mission and purpose in what we do in health care, has helped her successfully impact the patient, guest and team experience.
Director, Patient and Family Experience
Administrative Director, Office of Patient Experience
Stanford Children’s Health
Christine’s entire career has been dedicated to women’s and children’s health. She is currently the Director of the Office of Patient Experience at Lucile Packard Children’s Hospital Stanford, where role is to develop and implement strategies that ensure patients and their families have an extraordinary experience. Since starting at Lucile Packard Children's Hospital Stanford four years ago, she has grown the department from a staff of 1 to staff of 25.
Christine is ultimately responsible for the implementation and sustainability of service standards, gathering patient feedback, patient navigation, corporate partnerships, and many other experience improvement initiatives. She has been an advocate and the voice of our patients and families during the planning and execution of a 500,000 square foot hospital expansion set to complete in 2017.
Prior to Packard, Christine spent 25 years in the medical device field. She has served as a Vice President of Marketing and Sales and has also worked in strategy and business development. Christine is on various leadership committees and also served two terms as President of the non-profit Professional Women’s Healthcare Alliance (PWHA).
Christine holds Bachelor of Arts and Master of Business Administration degrees.
Patient Experience Director
Mayo Clinic Health System
Pam has worked in healthcare for 36 years, as a registered dietitian, psychotherapist and Organization Consulting & EAP manager before assuming her Patient Experience leadership role. Her inspiration for her work stems from the loss of her mother, Anita, who died as a result of a preventable medical error. This experience serves as the catalyst for her firm commitment to quality improvement. A Mayo Quality Fellow, CIH faculty member, consultant, national and international speaker, and leader, Pam earned her MS in Mental Health Counseling and BS in Dietetics from UW Stout. She’s married to Mark, with 3 children, 6 grandchildren.
Patient Experience Manager
Virgie Mosley is a Manager in the Office of the Patient Experience Department for UCLA Health, which includes 4 hospitals with 850 beds, 200 primary and specialty care centers. As a healthcare professional, she has worked in the healthcare industry for many years and has had oversight in patient satisfaction including patient grievances, physician communication, health system operations, volunteer programs, report methodology and service recovery. She attended the University of Southern California.
Patient Experience Medical Director
Mayo Clinic Health System
Chaun Cox, M.D. is the Patient Experience Medical Director for Mayo Clinic Health System – Southwest Minnesota (MCHS-SWMN) Region in Mankato MN. In his role, Chaun is responsible for the facilitation of all patient experience development and operations improvements in the inpatient, ambulatory, emergency, and ancillary areas for the SWMN region. Chaun works within an improvement partnership structure to work collaboratively with the operational and medical leaders within the region to improve the experience of patients and families.
Chaun joined MCHS SWMN in September 2003 as a Family Medicine physician. He has served within numerous roles in leadership including 4 years in Patient Experience as Medical Director, Lead Physician for the acute myocardial infarction improvement project, Member/chairman of the Practice Governance Committee, Medical Director of the MCHS Northridge Clinic and member of the SWMN Patient Safety Committee. He also teaches provider communication skills for the Communication in healthcare program at MC and teaches within the Mankato State university athletic training program.
Chaun completed his undergraduate degree in Engineering Physics and Physics at the University of North Dakota (UND) and also received his MD at UND. He completed Family Medicine Residency at Mayo Clinic, Rochester and served his 3rd year there as Chief Resident.
Shaller Consulting Group
Dale Shaller, MPA, is Principal of Shaller Consulting Group, a health policy analysis and management consulting practice based in Stillwater, Minnesota. He has devoted over three decades to the design, implementation, and evaluation of health care quality measurement and improvement programs, with a special focus on listening to the voice of the patient and promoting methods for engaging consumers in managing their health and health care.
He has served as a member of the Harvard and Yale CAHPS research teams for 20 years, and has directed the national CAHPS Database since its inception in 1998. Mr. Shaller led the technical assistance team on patient experience for the national Aligning Forces for Quality program, and is a founding member of the Patient Experience Policy Forum. He has served on many national health care advisory panels and is a frequent writer and presenter on health care quality and patient engagement strategies.
Dale received his B.A. from Kalamazoo College and holds a Master's degree in public affairs from the Humphrey School of Public Affairs at the University of Minnesota.
Chief Patient Experience Officer
Cedars-Sinai Medical Center
Alan Dubovsky is the Chief Patient Experience Officer for Cedars-Sinai Health System in Los Angeles, California.
In his role, Alan is responsible for the facilitation of all patient experience strategy and operations improvements in the inpatient, ambulatory, emergency, and ancillary areas for the health system.
Alan joined Cedars-Sinai in November, 2016, with 15 years focused on healthcare patient experience improvement. Most recently, Alan was with Emory Healthcare in Atlanta, Georgia, serving as the Director of Operations over the entire ambulatory enterprise. In that role, Alan was responsible for the departments of patient experience, physician engagement, special constituent and international patient programs, referral management, education and training, and leadership and talent development.
Alan completed his undergraduate degree in Business Administration at the University of Georgia and his Executive Master in Business Administration at Emory University.
Patient Experience Improvement Speaker
Jake French Inspires
Jake French is a motivational business speaker and author of the book, “Life Happens, Live It!” After obtaining a degree in Forest Products, Jake was on his way to fulfilling his lifelong goal of being a forester. Out of nowhere a horrible accident derailed his dream and changed his life forever. Enduring monumental struggles, Jake has transformed into a man with another dream: to help medical professionals connect better with their patients and adopt strategies to stay motivated throughout your daily whirlwind!
Jake’s story is one you’ll likely never forget. In an instant, his life was turned upside down after a spinal cord injury left him a quadriplegic. Straight from the patient's perspective you will hear what they wish you would do differently, and practical steps you can take to earn higher satisfaction scores.
Administrative Chief of Staff
West Cancer Center
James Grayson took advantage of early retirement from a career in air traffic control to start a second chapter. Leveraging his lifelong passion for aviation and the systems that allow it to be safe and efficient, he is pushing a new industry to greater heights. Serving as the West Cancer Center’s Administrative Chief of Staff, he works within executive leadership to power the organization’s reliability efforts. From his unique position in the org chart, James works across all departments to create and sustain interdependencies that enable a highly-reliable patient experience from all perspectives: safety, continuity of care, quality interactions with providers, scheduling – the list goes on.
James, 50, lives in Collierville, Tennessee with his wife of nearly 30 years, Kelly. They have two adult daughters: Amelia who is attending graduate school at Johns Hopkins University in Baltimore and Abigail who is an undergrad at Rice University in Houston. James and Kelly love British television, travel, and finding their next great meal. As a Colonel in the Commemorative Air Force, James maintains his love of flight and still looks skyward at the sound of every plane.
Program Manager, Patient Satisfaction Measurement and Improvement
Blue Shield of California
Arvin Magusara has had close to 15 years of experience in healthcare, the earliest being his time as an enlisted Navy hospital corpsman (medic) and the most current as a program manager for patient satisfaction measurement and improvement for Blue Shield of California.
Arvin’s experience is enhanced by time spent working in government, non-profits, and community health organizations. Additionally, Arvin’s background includes numerous volunteer work and leadership roles within community organizations such as board membership on the Sacramento Gay and Lesbian Community Center and board membership on the Rainbow Healthcare Leaders Association (an affinity group for the American College of Healthcare Executives).
Arvin holds a master’s in public health degree from the Dornsife School of Public Health at Drexel University and has earned several certificates in process improvement and patient experience from Villanova University and The Delft University of the Netherlands. Arvin resides in Sacramento California with his partner Joe, their daughter Abbigail, and their three beagles.
Health Engagement Manager
Cary is the Health Engagement Manager at Stanford Health Care where he gets to explore innovative ways to interact with patients and deliver patient education through the patient portal and mobile technologies.
Prior to joining Stanford, he worked in tech industry where he applied artificial intelligence solutions to real word problems in the healthcare sector. He has over 16 years of experience in patient education and engagement working on both sides of the spectrum, including his many years at Krames Patient Education creating content solutions for the hospital market, and at UCSF helping to transform their patient education program and integrate it into the Epic environment. He brings a passion for improving the patient experience through the intersection of technology and content.
EVP, Chief Experience Officer
Hackensack Meridian Health
Nancy R. Corcoran-Davidoff received a Masters of Administrative Science (MAS) and a BA in Individual Studies from Fairleigh Dickinson University, Teaneck, New Jersey. Nancy achieved her board certification in healthcare management as an ACHE Fellow (FACHE) of the American College of Healthcare Executives and completed a Human Resources Professional Development Certificate Program at Fairleigh Dickinson University in 2010. Nancy is currently the Executive Vice President, Chief Experience Officer, Office of the Human Experience at Hackensack Meridian Health Network; former Executive Vice President, Chief Human Resources and Internal Communications Officer of Hackensack University Heath Network.
Nancy’s leadership career of 25 plus years, encompassed managing the Hackensack University Medical Center and Hackensack University Health Network’s patient experience journey through her roles as the Director of Consumer Affair, Vice President of Operations and Vice President of Service Quality.
She is currently responsible for the strategic leadership, design, implementation, and monitoring of programs and initiatives that fulfill the mission of the Network; to achieve a high reliability culture focused on person-centered care models which provide an extraordinary human experience comprised of highly reliable quality, empathy and service.
Nancy is a recipient of the YWCA TWIN Award and Planetree Spirit of Caring Award. Nancy is a board member (2010 – present) of The Center for Hope and Safety, Bergen County’s leading full-service agency for victims of domestic violence serving as the board secretary (2011 – 2015).
Director, Doctor of Nursing Practice Program - Doctoral Studies and Program Development
Elms College School of Nursing
Teresa Reske has held numerous professional roles in her career in leading people and processes for improved practice change and in start-up patient care ventures. Her experiences range from acute care pediatric and pediatric critical care, start-up nurse telephone triage program, early adopter role in nursing informatics, leading market research and the roll-out of system-wide HCAHPS patient satisfaction surveys.
Prior to joining the faculty as Associate Professor of the Elms College, she served as pediatric ambulatory administrator merging nine pediatric specialty practices together. She has presented at national and international conferences on topics ranging from nursing informatics, nurse: patient caring interactions, and the patient experience in health care settings.
Her areas of clinical interest further refined through her doctoral work are in contemporary nurse leadership, leading through innovative change, and the role of the nurse in patient care experiences. She was a guest chapter co-author in DNP Education, Practice, and Policy: Redesigning Advanced Practice Roles for the 21st Century (2012).
Director of Innovation and Human Centered Design
Cincinnati Children's Hospital Medical Center
Julie Elkus is the Director of Innovation and Design at Cincinnati Children’s Hospital Medical Center. In this role she leverages a user-centered approach to innovation to improve the patient and family experience as well as clinical care. Initiatives she has led include ambulatory experience redesign; creation of empathy-based tools for onboarding families to their care journey; and implementation of an online community of 250 CCHMC families for rapid feedback and co-creation.
Prior to joining Cincinnati Children’s Hospital Medical Center, Julie worked in Brand Management at General Mills and Procter and Gamble, leading innovation teams in bringing new products to market.
Julie received her BA from the University of North Carolina at Chapel Hill and her MBA from Harvard Business School.
Care Experience Practice Leader
Patricia is a Certified Patient Experience Professional (CPXP) serving as the Care Experience Practice Leader at the Kaiser Permanente Santa Clara Medical Center. She is an accomplished healthcare leader with over 25 years of experience including business ownership, clinical, management and supervision, project management, performance improvement, consultation, training and development.
Prior to joining Kaiser Permanente Santa Clara Medical Center, Patricia served on the Kaiser Permanente National Care Experience Team providing executive coaching and consulting services to national, regional and medical center leadership teams to help implement a comprehensive organizational transformation framework leading to highly accountable and engaged cultures and introduces evidence-based practices to improve patient care and organizational outcomes across a balanced scorecard.
VP, Experience Marketing
Hackensack Meridian Health
Tria Deibert has enjoyed planning amazing experiences and storytelling for as long as she can remember. Today, as vice president of experience marketing at Hackensack Meridian Health, she has the unique role and pleasure of connecting the brand story with the experiences we design and deliver.
Tria works with the marketing and human experience teams to develop research-based strategies, by bringing the voice of the customer forward, to capture the lifetime value of the health care customer through intentional experience design at all digital and physical touch points encompassing the brand.
Outside of work, Tria is a half-marathoner and full-wine lover who enjoys spending time with her husband Todd and dreaming up amazing experiences with her six-year old son, Jack.
Manager, Medicare Member Engagement
Blue Shield of California
Katie Manson is a Manager for Member Satisfaction within the Medicare Stars department at Blue Shield of California. In this role, Katie manages and develops the member engagement strategy for Blue Shield’s MAPD plan and serves as a liaison between departments in order to develop effective interventions to improve the overall Medicare Star Rating.
Prior to joining Blue Shield, Katie was a skilled researcher with significant evaluation experience, influencing health policy and working on continuous quality improvement efforts. She’s worked on projects for the California Office of the Patient Advocate, the state-based health insurance marketplaces/exchanges, and other high profile research projects for the Centers for Medicare and Medicaid Services and the Center for Medicare and Medication Innovation. She has led all aspects of quantitative and qualitative analyses for several projects including conducting the research, applying statistical models, identifying best practices, and designing initiatives. She has experience working in both the public and private sector and has a strong passion for improving the health of populations and improving the patient experience of care.
Katie completed her undergraduate degree in Public Health Sciences at Clemson University and received her MPH in Epidemiology and Biostatistics at the University of California, Berkeley.
Health Education, Engagement and Promotion
Rachelle Mirkin is the Manager for Health Education and Promotion Programs at Stanford Health Care responsible for developing, implementing and evaluating digital and more-traditional patient and family education to support patient experience and quality.
Prior to joining Stanford, Rachelle was the Managing Director of Kaiser Permanente’s Regional Health Education. In addition, she has led multiple nationwide cross-functional quality improvement programs and supported organizations through funding and infrastructure development. This expertise and passion has provided the opportunity to work within and across sectors including healthcare, real estate, philanthropy, education, government and for-profit businesses.
Rachelle completed a bachelor’s degree in Industrial and Organizational Psychology at San Francisco State University followed by a master’s degree of public health at the George Washington School of Medicine.
Administrative Director, Emergency Preparedness, Safety & Security Services
UCLA Health System
System Director, Office of Patient Experience
Kate is the System Director, Office of Experience for Hartford Healthcare. Prior to joining HHC, Kate served as Vice President of Operations for Medical Risk Management and the Vice President of Operations at Eastern Connecticut Health Network earlier in her career. Kate spent the majority of her career at Sarasota Memorial Hospital where she developed the insight for patient experience under Quint Studer’s consultative leadership.
Kate has been a Registered Nurse for 37 years and a healthcare administrator for more than 20 of those years. As a Healthcare Executive, Kate has a proven track record of enhancing programs while driving quality. She is skilled at bringing all disciplines together to accomplish goals and ensure best practices.
Kate began her career receiving her nursing degree from Manatee Community College in Bradenton, Florida in 1981. She then received her Bachelors Degree in Healthcare Administration from National Louis University in Sarasota, Florida in 1998. She received her Executive MBA at the University of Hartford Barney School of Business Administration, with a concentration in Finance in May of 2008.
In her spare time, Kate spends most of it in the community as she is a Rotarian and an upcoming District Governor (service organization whose stated purpose is to provide humanitarian services, encourage high ethical standards and to advance goodwill and peace around the world).
Associate Vice President, Patient Access
A key member of the LCMC team, Stacy is responsible for formulating and implementing solutions that facilitates a patients Access to Care with any facility within the LCMC system. Through her leadership of the LCMC Patient Access Services team, Stacy drives execution to significantly improve customer experience and loyalty.
Prior to joining the LCMC team, Stacy provided organizations with health care executive leadership advisory services in areas including strategic technology planning, patient demand forecasting, revenue cycle, health care information technology, operations improvement, and regulatory compliance. She has 25 years of successful senior leadership experience in Healthcare Revenue Cycle, specifically focusing on large scale projects in Patient Access Services, Patient Financial Services, and Physician Practice Operations. She has worked with top tier health care organizations including Ochsner Health System, General Health, HFMA Client Training & Development, as well as W.O. Moffitt and the Robert Wood Johnson Foundation. She has held multiple Board positions with key industry organizations such as National Association Healthcare Access Managers, Healthcare Financial Management Association, and Medical Group Management Association, and is a current contributing editor and author for Hospital Access Management Magazine.
Stacy has provided key presentations for organizations such as NAHAM, EPIC UGM, HFMA, as well as for multiple organizations on talent management, employee relations, and strategic operational improvements based on current and future industry challenges. She has an impressive track record of improving the efficiency of daily operations while focusing on the variations within growing, mature, or complex organizations.
Stacy attended Louisiana State University and is a Certified Healthcare Access Manager. She resides in Louisiana and enjoys traveling, gardening, and spending time with her first grand-child.
Chief Experience Officer & System Vice President of Healthcare, Consumer Engagement
Pediatric Cardiac, Anesthesiologist
Arnold Palmer Children’s Hospital
Dr. Kevin de la Roza is a pediatric cardiac anesthesiologist at The Heart Center at Arnold Palmer Hospital for Children and an Assistant Professor of Anesthesiology at the University of Central Florida College of Medicine. Dr. de la Roza is a graduate of the University of Florida and received his M.D. from the Chicago Medical School at Rosalind Franklin University of Medicine and Science in 2004.
Following a surgical internship at Orlando Regional Medical Center, Dr. de la Roza completed his anesthesia residency at New York-Presbyterian Hospital/Weill Cornell Medical Center in 2008. Upon finishing his residency, Dr. de la Roza completed a fellowship in pediatric anesthesia at Duke University Medical Center.
Dr. de la Roza is the Co-Creator of EASE (Electronic Access to Surgical Events), a HIPAA compliant messaging app that updates the status of patients undergoing medical procedures via texts, photos and videos. He is a founding member and the Chief Medical Officer of EASE Applications, LLC.
Dr. de la Roza is board certified in anesthesiology, with a subspecialty certification in pediatric anesthesiology. He is a member of the American Society of Anesthesiologists, the Society for Pediatric Anesthesia, the Congenital Cardiac Anesthesia Society, and the Florida Society of Anesthesiology. Dr. de la Roza specializes in anesthesiology for all types of complicated pediatric surgery with a special interest in the care of neonatal and pediatric patients with congenital heart disease.
Chief Patient Experience Officer
Johns Hopkins Hospital and Health System
Lisa Allen, Ph.D. joined Johns Hopkins Medicine (JHM) in September 2014 as the first Chief Patient Experience Officer. In this role she has oversight and responsibility for enhancing and continually improving the overall experience of patients and families by coaching, utilization of best practices, transparency, reporting, and system collaboration. She focuses on person and family centered care and engagement. Her position sits within the Armstrong Institute for Patient Safety and Quality. Her team consists of Coaches, Advocates, Volunteer Services, and Patient and Guest Services.
She has her Ph.D. in Medical Anthropology and Community Medicine, a Green Belt in Lean, and is a Certified Executive Coach. Dr. Allen was named in the Beckers Hospital Review list as “130 women hospital and health system leaders to know” for 2015 and 2016.
Patient Experience Manager
Mayo Clinic Health System
Sheri Nemec is currently the Patient Experience Manager for Mayo Clinic Health System (MCHS) Southwest and Southeast Minnesota Regions. She has worked with MCHS for the past 15 years in a variety of roles included Staff Development, Quality, and Patient Experience.
Sheri completed her Masters of Counseling Degree at Minnesota State University Mankato. She is a certified Change Management Practitioner and applies change concepts in her role every day. Sheri is also experienced in project management, training/education, and coaching for improvement, and partners with Chaun Cox, M.D. to assist the practice with patient experience improvement.
Sheri is married and has two boys who are currently in college in South Dakota and Nebraska. She enjoys travelling (yes, to see her kids mostly), camping and theatre.
Delray Medical Center, Tenet Healthcare
Lynn Charbonneau is the Director of Patient Experience at Delray Medical Center, Tenet Health. Prior to joining DMC, Lynn was a coach/consultant for the HealthStream Engagement Institute and has remained under contract. In this role, Lynn lived her passion for helping organizations implement best practices and improve their patients' experiences. Lynn was an item writer for the inaugural patient experience certification exam (December 2015) and was one of 100 individuals of the 400 inaugural patient experience experts who sat for the exam and passed to become certified. She has 40 years of healthcare experience with 25 years in patient experience improvement at Yale New Haven Health in New Haven, CT, at Waterbury Hospital in Waterbury, CT and Northside Hospital, St. Petersburg, Florida part of HCA's West Florida Division. She possesses a successful track record and holds a regional and national reputation for formulating strategies to achieve improvement in service excellence and patient satisfaction. Lynn has strong leadership, goal setting and coaching skills. She supports that measurement is the key to driving results and is critical to transforming organizational culture.
Lynn is a committed leader for people development and has a strong desire to continue to impact the patient experience – it is a journey that does not end. She believes that focusing on leadership development along with staff and physician engagement, the patient experience will change. Lynn is well known nationally and has spoken at numerous conferences. She is a member of the Next Generation Patient Experience Advisory Board.
Lynn received her Bachelor of Science degree in Health Management from Quinnipiac University and her Master in Business Administration from Rensselaer Polytechnic Institute.
Podiatrist & Founder
Dr. Simone International
Dr. Simone Josey is a practicing physician, keynote speaker and published author in the field of Patient Engagement and Experience and Professional Development. Her book, More Than Medicine: What They Don’t Teach You in Medical, MA, Nursing or PA School is gaining popularity as a ‘medical customer service and staff management’ resource. She has been a professional Speaker for over a decade and has been practicing medicine for the nearly the same
Dr. Josey has received 5 star patient ratings, on account of her personal research, development, and implementation of outstanding best practices in enhancing the patient experience and improving patient engagement through excellence in bedside manner/customer service. Dr. Simone is consulted to give medical staff customer service training, as well as lectures at national medical conferences. Her microscopic view of medicine as a surgically trained podiatrist, coupled with her macroscopic perspective with a Public Health Masters, makes Dr. Simone Josey a unique voice in the marketplace.
Her presentations are described as witty, confident and thought-provoking. Dr. Simone Josey has been featured on television, radio, online and print publications. Dr. Simone speaks nationally and internationally and is known for her unique delivery style. Her maxim in life is: “I will either see you AT the top, or FROM the top. You decide!” – Dr. Simone Josey
Director, Health Education, Engagement and Promotion
Marissa Duswalt Epstein joined Stanford Health Care last year as the Administrative Director of Health Education, Engagement and Promotion. Stanford’s Health Education program is committed to providing meaningful and timely information to people to help them live healthier lives. Prior to her role at Stanford Health Care, Marissa served in The White House as Associate Director of First Lady Michelle Obama's Let's Move! initiative to inspire a healthier generation of American families to make healthy choices. Under Marissa’s leadership, Let’s Move! grew to regularly engage millions of Americans in adopting healthier behaviors. In addition to her role at Stanford Health Care, Marissa teaches a course on health entrepreneurship at Stanford’s business school.
System Director Patient and Associate Experience - Executive
Susan Osborne is Registered Nurse with over 30 years of experience in Leadership and has coached Senior Executives, Hospital leaders and Doctors for over 15 years with great results in service, people and quality, growth and financial Pillars. She started with CHRISTUS Health Dec 7, 2016 relocating to the Dallas area from Atlanta, Georgia where she held the position of Vice President for Patient Experience for Piedmont Healthcare. Susan worked as an Executive Coach for the Studer Group for 5 Years so well versed in the Must Haves. She is passionate about improving both the Patient and Associate experience. Susan has proven that staff retention is the key to an organizations success. Under her leadership, she decreased RN turnover in critical care from 34 percent to 9 percent within a 2-year period at Children’s Healthcare of Atlanta at Scottish Rite. Susan is the author of several articles including: Recruitment; Rewarding and retaining your staff.
She helped Piedmont Healthcare become the 2nd organization in the US to provide physician transparency of patient satisfaction results. She was successful in moving ED overall performance as well. Piedmont Atlanta Hospital ED was selected as Press Ganey ED Success Story for 2015.
She is a talented presenter and facilitator who brings fun into the work place. On a personal note, she is Married to Jeff Osborne for 25 years and has two grown up Children Katie & Mckenna. She also has 2 more four legged children - dogs Sadie and Kiki.
Please give a warm welcome to Susan Osborne who will be speaking on Communicating Compassionately through Bedside Shift Report.
Advisor, Investor, and Executive
John advises and speaks on lean innovation and consumer engagement across healthcare, financial services, and technology (recent highlights: AHA, HFMA, NAHCA, Mayo, Stanford).
John is currently the Chief Growth Officer at Simplee, where he leads innovation, business development, marketing, sales operations, and strategy. Previously, John was an executive across entrepreneurial (Education, Financial Services), Fortune 100 (Google), and venture capital environments.
John holds a bachelor’s degree from the University of Pennsylvania in mathematics and philosophy, and an MBA from the Harvard Business School. An avid musician, John is a professional pianist and tiger dad of three kids.
CEO & Transformational Disruptor
The Nason Group
Shawn Nason started The Nason Group, where the focus is to help their partners meet their consumers where they are at to better inform how they approach current and future products and services.
While he has deep passion for healthcare the tools they employ to impact healthcare are universal and accessible in the context of any organization that wants to join them on the journey towards consumer-centered innovation.He has learned through his career that deeply listening to the consumer is a key tenet of successful organizations and a bold move for leaders to undertake.
His challenge to both small and large organizations is to evaluate deeply your commitment to the consumer. If you aren’t where you feel you need to be, go find someone (it doesn’t have to be The Nason Group) to help you put the consumer at the center of the products and services you offer. Consumers – whether they be direct purchasers or in a B2B environment are asking…demanding more of their relationships. Putting the consumer at the center of your business model will ensure your ability to adapt, adjust, and perform as a business.
Amy is a healthcare veteran with over twenty years experience across operations and sales. Prior to Simplee, she worked for prominent Healthcare IT companies in training, implementation, and sales. Amy holds a bachelor’s degree from Louisiana State University and a master's degree in health care management from University of New Orleans.
Director of Care Coordination
Completed undergraduate nursing studies at UW Oshkosh. Began nursing career in critical care, then moved to Cardiology clinic as cath lab & staff nurse. Obtained Master’s degree in Business with emphasis in Healthcare Administration through Concordia University. Board certified in Nurse Executive-Advanced through ANCC. Started administrative career as Clinical Director followed by Director of Quality and Research. Employed at Bellin Health as Team Leader in Bellin Medical Group for Quality, Safety and Clinical Services. Took on role as Director of Nursing for Bellin System. Current responsibilities are building the Post-Acute Care networks and integration of the Extended Care Team with title of Director of Care Coordination.
Team Leader of Team Based Care Redesign and Operations for Primary Care
Kathy Kerscher has been with Bellin Health for 17 years. In that time, Kathy has served in several operational leadership rolls in ambulatory care. Currently, Kathy is the Team Leader of Team Based Care Redesign, responsible for leading the redesign across Bellin organization to achieve three win’s – win for the patient, win for the careteam, and win for the system. Kathy is also the Team Leader of Operations for Primary Care for the past 9 years. As the Team Leader of Operations, Kathy oversees the operations of 23 primary care clinics, 4 fastcare clinics, and 125 employer clinics with on-site services.
Kathy received her BA from Lakeland College and is currently completing her MBA also from Lakeland College.
Senior Director, Healthcare and Patient Experience Strategy
Lee Ann Hickey has spent 16+ years providing digital and marketing services to a myriad of Healthcare clients to optimize opportunities and initiatives for maximum return. As a strategic thinker with a keen business acumen, Lee Ann develops and drives big ideas that produce revenue and integrated solutions incorporating strategy, technology and insights as the foundation – resulting in solutions that deliver compelling patient and staff engagement.
Her work has spanned a variety of industries including Agency/Marketing Services and Healthcare, working on prestigious brands that include: BCBS, Aetna, Baylor Scott and White, Tenet Healthcare, Concentra, United Healthcare, St. Luke’s, CVS, TLC Vision, Epsilon, Acxiom and Ogilvy, to name a few.
Vice President, Experience Innovation
The Beryl Institute
Tiffany Christensen approaches her work from the perspective of a life-long patient and a professional patient advocate. Christensen is a nationally recognized public speaker and the author of three books exploring advocacy, end of life planning and partnership strategies in healthcare.
Tiffany is a TeamSTEPPS Master Trainer, a Respecting Choices Advance Care Planning Instructor, an APPEAL certificate recipient, and the co-creator of her own workshop series for developing and advancing Patient Advisory Councils.
Tiffany has served as a patient advocate at Duke Hospital working primarily in the area of Oncology. She also worked as the Program Coordinator for Duke Medicine’s Patient Advisory Council Expansion Program.
After leaving Duke, Tiffany became a Patient and Family Engagement Specialist at the North Carolina Hospital Association focusing on advancing the role of the PFA, Experience Based Co-Design and TeamSTEPPS for Patients.
Today, Tiffany is Vice President, Experience Innovation at The Beryl Institute. Tiffany specializes in dynamic, meaningful keynote presentations that explore burnout strategies, maximizing Co-Design and improving Patient Engagement at the bedside through activation.
Founder & CEO
Michael O’Neil was diagnosed with non-Hodgkin's lymphoma at the age of 28. After four cycles of chemotherapy, he started GetWellNetwork® to help hospitals improve performance and outcomes through patient engagement. Today, GetWellNetwork is working with over 300 health care organizations incorporating its Interactive Patient Care™ model across the continuum of care. The company has been named to the Deloitte Technology Fast 500™ and Inc. 5000 lists as one of America’s fastest growing private companies. Michael was also named EY Entrepreneur Of The Year® for 2016 in the health category for the Mid-Atlantic region.
Michael is a member of the Young Presidents’ Organization and Mindshare, a group of high-tech CEOs fostering entrepreneurship and growth throughout the nation’s capital. Michael also serves on the board of directors of The Leukemia & Lymphoma Society and The DAISY Foundation, a global organization dedicated to honoring nurses.
Michael holds a B.A. with honors from the University of Notre Dame and a J.D./MBA from Georgetown University. He lives in Chevy Chase, Md., with his wife, Wendy, and two daughters.
Evans A. Manolis is the Vice President of Sales for Help Lightning. For the past 25 years, Evans has helped companies around the world improve service operations, grow revenues and deliver better customer experiences. During that time, he has worked with companies like IBM, EMC, Medtronic, Becton Dickinson, Oracle, Cisco and Bayer and helped them develop service strategies that have led to significant revenue growth, streamlined operations and improvements in NPS and Csat measurements.
Most recently Evans was the President and Partner of Market ii Medical, a customer experience consulting company where he headed up US consulting and operations. Prior to that, Evans spent 17 years with the Omega Management Group, a customer experience consulting firm, where he was the Vice President of Sales, leading the company to become one of the leading players in the CX marketplace.
Evans is a 1985 graduate of the University of New Hampshire, where he obtained a BA degree in Psychology.
Founder & Consultant
A Priori Advisors & MyVisitor
Chris is a healthcare business executive and the founder of A Priori Advisors, a boutique healthcare advisory and consulting firm focused on serving those in the healthcare services and ancillary services spaces. His primary focus is enabling healthcare providers to better understand, connect with and retain consumers.
Chris started his healthcare career as an Investment Banker in New York working with both JPMorgan and Cain Brothers focused on serving healthcare services companies. Following his time in investment banking he worked with Healthways, a leading Disease Management and Wellness company, establishing ground-up value propositions for their core products and translating those value propositions to clients. During his time with Healthways he also lead client engagements with the company’s largest international account, a national health system in Europe. Chris then worked with Healthgrades, the leading provider of B2C marketing and CRM services to American health systems, both managing large client relationships and guiding the company’s own market strategies.
Chris is a former US Army Officer with over seven years of service and multiple deployments, to include a combat tour in Iraq. He holds a BBA from The University of Mississippi and an MBA with concentrations in Healthcare and Finance from Vanderbilt’s Owen Graduate School of Management. Chris lives in Nashville with his wife and three children.
Chief Experience Officer & Founder
The Experience Lab at The Advisory Board Company
As the Advisory Board Company’s first-ever Chief Experience Officer, Sonia leads The Experience Lab – an incubator of ideas and an accelerator of action – created to bring Experience Design and Cultural Transformation principles to the health care industry. She most recently served as Chief Executive and Experience Officer of Sonia Rhodes Experience Design, a consultancy created to guide organizations and institutions through the intentional design of meaningful and memorable Experiences. Clients have included leading hospitals, health systems, non-profits and consumer focused enterprises.
Sonia was the first in the nation to serve as a health care executive responsible for Experience transformation. As Vice President of The Sharp Experience at Sharp HealthCare in San Diego, CA, she led the strategy, architecture and implementation of the organization-wide Experience transformation endeavor spanning Sharp’s 30 locations and 18,000+ team members. In her 18 years with Sharp, Sonia conceptualized, launched and led The Sharp Experience– a groundbreaking performance and Experience improvement initiative designed to transform every aspect of the health care Experience for team members, physician partners, patients and guests.
Sonia is the co-author of The Complete* Guide to Transforming the Patient Experience (HCPro, 2009) and an acclaimed national speaker. She is an Emmy award-wining producer of the television documentary series, Stories of the Sharp Experience. In 2005, Sonia was one of the first to be nationally recognized for her individual achievement in the emerging Experience Economy, receiving the Experience Management Achievement (EMA) award. In addition to her Experience design work, Sonia is committed to helping build strong and healthy communities. She serves on various non-profit health care and education boards and is a member of TED (Technology, Entertainment, Design). As the founder, executive producer and curator for TEDxYouth@SanDiego, Sonia produces TEDx events, bringing together hundreds of diverse high school students to learn from and experience some of the world’s biggest thinkers and doers – all in the spirit of ideas worth spreading.
Sonia and her husband Scott are the proud parents of two daughters. Kelsey is a recent graduate from Gerald Ford School of Public Policy at the University of Michigan, and Madison is a senior at Georgetown University’s School of Foreign Service.
Chief Operating Officer
Patty Riskind is the Chief Operating Officer of Health Scholars. She is passionate about transforming the healthcare learning experience to impact and improve patient safety, care quality, and the patient experience through Health Scholars' innovative training technologies. Patty is a dynamic leader with demonstrated success developing advanced analytic software products, selling digital solutions, streamlining operational processes, supporting C-level clients, and managing high performance teams.
Prior to Health Scholars, Patty was Chief Client Experience Officer at Press Ganey Associates, the world’s largest provider of patient experience measurement, performance analytics, and strategic advisory solutions for healthcare organizations. Previously, Patty founded PatientImpact LLC, an e-survey company that was the first “Survey Monkey” for healthcare, empowering outpatient providers with collection of real time patient feedback to help market their clinics, increase patient loyalty, and improve service operations. Press Ganey acquired PatientImpact in 2009. Prior to PatientImpact, Patty had success achieving exponential growth with both small and large companies in the healthcare data, analytics, and quality space.
Patty has a Bachelor of Arts degree from Brown University and an MBA from the Kellogg School of Management at Northwestern University.
Associate Vice President, Nursing Operations & Adult Heart Service Line
Rush University Medical Center
Tim Carrigan is the associate vice president of clinical operations at Rush University Medical Center, a 664 bed Magnet-designated academic medical center. In addition, he is an assistant professor at Rush University College of Nursing where he acts as an advisor to doctoral students.
Dr. Carrigan has spoken and presented on a variety of topics, including: leadership talent management and development, as well as the connection between quality, safety, and the patient experience. Additionally, Tim is on numerous governing boards, including Heartland Health Outreach, Illinois Organization of Nurse Leaders, and previously the American Association of Men in Nursing. Tim is an active member of the American Organization of Nurse Executives, American College of Healthcare Executives, and the Chicago Healthcare Executives Forum.
Tim holds national certification as a nurse executive (NEA-BC) and is a fellow of the American College of Healthcare Executives (FACHE), as well as a fellow in the Chicago Institute of Medicine. In 2015 the Chicago Health Executive Forum (ACHE Chapter) awarded Tim the: Early Career Healthcare Executive Award. Dr. Carrigan received a PhD in nursing sciences from the University of Illinois at Chicago, and a BSN in nursing from Millikin University.
Chief Nursing Officer
Rush University Medical Center
Angelique Richard, Vice President, Clinical Nursing and Chief Nurse Officer Rush University Medical Center and Associate Dean for Practice Rush University College of Nursing, provides administrative oversight and accountability for professional nursing practice, operations and performance improvement across all venues for Rush. Dr. Richard has extensive experience in the field of nursing, leadership and hospital operations.
Before joining Rush University Medical Center in 2016, she served as the Vice President, Clinical Operations and Chief Nurse Executive at Seattle Cancer Care Alliance in 2014, ranked #7 nationally for cancer services by the US News & World Reports. Prior to that, Dr. Richard worked as the Chief Nursing Officer and Vice President of Patient Care Services at Presence Healthcare – Saint Francis Hospital, where she led her organization to achieve Magnet Designation, the ANCC's highest recognition for nursing excellence. She has held several nursing and hospital leadership roles over her career. Additionally, Dr. Richard currently serves as a trustee of Rush University Medical Center.
Dr. Richard started her Bachelor of Science in Nursing at Lake Forest College in Lake Forest, Illinois, and went on to finish her bachelor’s degree in nursing at Rush University. Additionally, Dr. Richard received her Master of Science from Rush University. After completing her master’s degree, she also received a Doctor of Philosophy from the University of Illinois. A published researcher, Dr. Richard co-authored a study, “Reducing central line catheter infections in bone marrow transplant patients,” which was published in Nursing Clinics of North America in 1995. She also participated as the only nurse representative on Vice President Joe Biden’s Cancer Moonshot panel discussion at the Fred Hutchinson Cancer Research Center and represented Seattle Cancer Care Alliance at the Vice President’s National Moonshot Cancer Summit in Washington, DC in 2016.
Chief Business Development Officer
Frank Forte is the Chief Business Development Officer for TVR Communications and helps to define the interactive patient systems category. Mr. Forte and his team are responsible for the strategic direction of pCare™ Interactive Patient Systems, rated the 2015-2017 KLAS Category Leader. Mr. Forte is proud to support partnerships with over 250 hospitals and health system customers assisting over 3 million patients annually. He has served the healthcare industry for over 15 years.
Founder and CEO
Gautam is a Loyalty Strategist and Entrepreneur with businesses in the United States, Gibraltar and South East Asia. He also served as Managing Partner of Customer Feedback Systems LP, a global provider of technology-driven Customer Experience Programs for Healthcare, Financial Institutions, Retailers and other service-focused Industries from 2012 to 2015.
Gautam is a Net Promoter Certified Associate and has 12+ years of experience integrating strategic execution principles with patient engagement strategies for healthcare organizations across the US and the globe. His drive for helping healthcare organizations build deeper relationships with their patients led to the founding of Care Experience LP in 2016.
Kristin Bertrand is the Chief Operating Officer for Care Experience, which provides a SaaS based, voice-of-the-patient, engagement platform. She oversees operations and strategic efforts to improve patient outcomes and clinician workflow. She has worked in Healthcare for 15+ years with several successful product launches in the patient engagement space.
Prior to Care Experience, she worked in product management for Skylight Healthcare Systems. Kristin also held clinical positions at Sharp Healthcare, Hoag Practice Management, and was lead research nurse for Covance in Southern California.
Her passion for improving the patient experience comes from her own personal health history and as a mother of a child who spent time in the NICU. She is driven to create healthcare technologies that make a positive impact on patients, families and providers.
Vice President, Sales & Marketing
Jeff has over 20 years of healthcare experience driving sales and marketing initiatives for Fortune 100 healthcare companies and innovative start-ups.
Prior to Sirono, he served as SVP at Attania, Regional Sales Director at Experian Healthcare, as well as sales roles with Adobe and FrontRunner.
Jeff holds a BSE in Economics from the University of North Carolina Chapel Hill.
Chief Operating Officer
Dean brings nearly 20 years of experience driving product initiatives for Fortune 100 companies, as well as innovative start-ups. Dean previously served as COO/Founder at BuyerPath, Vice President of Product Management at Experian Healthcare as well as management positions with Vignette and Hewlett-Packard.
Dean holds a BSE in Biomedical, Electrical Engineering from Duke University and an MBA from the University of Texas at Austin.
Senior Research Associate
The Perception Institute
Jessica MacFarlane is the Senior Research Associate at Perception Institute. Jessica conducts original research studies and translates findings on the mind science of implicit bias, racial anxiety, and stereotype threat. Jessica does presentations on these concepts across a variety of sectors, including health care, education, and the criminal justice system, in order to equip individuals and institutions with tools to address disparities and achieve their goals of equity.
Jessica’s career has focused on using scientific data to promote health equity. She has a research background in the fields of psychology, HIV prevention, and harm reduction, and has published in numerous academic journals. Jessica earned her Master of Public Health (MPH), with a concentration in Social Determinants of Health, from Columbia University's Mailman School of Public Health. She holds a Bachelor of Arts in Psychology and Spanish from Duke University.
Senior Vice President, Marketing
Aaron serves as Binary Fountain’s senior vice president of marketing. He brings more than 15 years of experience in the healthcare industry. In this role, he leads all marketing functions, including brand strategy, demand generation, product marketing and customer advocacy services.
Prior to Binary Fountain, Aaron served as the senior director of digital marketing solutions for HCA, one of the nation’s leading providers of healthcare services. He created the vision for the organization’s enterprise-wide reputation management program and oversaw the management of 800 websites servicing 171 hospitals, 119 free standing surgery centers, 830 physician clinics and multiple business units across the healthcare system.
Aaron received his BS in Management Information Systems from Trevecca Nazarene University and an MBA from Lipscomb University. He is also a graduate of the IT&S Emerging Leaders Program and was the 2013 Nashville Technology Council’s Social Media Strategist of the Year.
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