Barbara Burnes MS, RN, CPXP

A champion for the importance of service in healthcare and believing that education is key to engagement, Barbara has worked to help individuals understand the importance and impact of their role on the patient experience. As a nurse, trainer, educator, and consultant, she has worked with healthcare entities throughout the country providing best practice and strategic guidance to improve satisfaction and engagement. Serving in the role of consultant she successfully managed a diverse, national client portfolio for employee and physician engagement. As Director of Patient Services for a large multispecialty physician clinic, she created interesting and innovative programs to educate and engage that organization’s physicians and associates, resulting in improved service performance and increased employee retention. She has been a frequent speaker for regional and national conferences, providing expertise on topics that include service coaching, communication, recognition, leadership development and creating a collaborative culture. Her talent for combining humor and storytelling have made her a favorite among attendees. Barbara returned to the Floyd healthcare system to lead the organization’s journey to Shared Governance for nursing and serves now as director of Workforce Development and Service Excellence.