Lynn Charbonneau MBA, CPXP

Lynn Charbonneau is the Manager for Patient Relations/Guest Services at Tampa General Hospital, a 1010 bed academic medical center.  Additionally, Tampa General is the only Level 1 trauma center on the west coast of Florida and 18th in the country for Transplant Services.   Prior to joining TGH, Lynn was the Director of Patient Experience for Delray Medical Center, part of Tenet Health.   Lynn returned to Patient Relations and operations as she missed the opportunity to help patients maneuver the complexity that exists in a healthcare system.   Lynn has implemented a Guest Services program by creating a matrixed leadership structure in all the surgical services areas, the Emergency Department, the Parathyroid Center, the CVOR and Cath Lab along with the front desks of the hospital.  This was done to support a 5-year strategic plan to provide “world class” care to every patient, every day.  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, Northside Hospital, St. Petersburg, Florida part of HCA's West Florida Division and Delray Medical Center, part of Tenet Healthcare.  She possesses a successful track record and holds a regional and national reputation for formulating strategies to achieve improvement in service excellence, guest services and patient satisfaction.  Lynn has strong leadership, goal setting and coaching skills.  She supports that metrics are  key to driving results and are critical to transforming organizational culture. 

Lynn is well known nationally and has spoken at numerous conferences.  She is a member of the Next Generation Patient Experience Advisory Board and has been part of NXGN for the past 6 years.

Lynn received her Bachelor of Science degree in Health Management from Quinnipiac University and her Masters in Business Administration from Rensselaer Polytechnic Institute. She is a Certified Patient Experience Professional.