Making leadership accessible to improve workplaces, grow organizations, and repair the world.
Chief Executive Officer (2023 – Present)
Robert Wood Johnson University Hospital
Vice President and Chief Experience Officer (2022 – 2023)
Improved HCHAPS scores overall rating from the 18th to 76th percentile and sizable improvements across all survey domains.
Implemented weekly Senior Leader Rounding process, visiting units across the hospital and engaging in rapid service recovery.
Implemented new data reports including trended data and used AI tools to gain insights from patient comments.
Implemented weekly coaching meetings with key nursing unit leaders to discuss patient experience improvement.
Lead strategy and implementation for initiatives to improve the patient, family, and employee experience at the hospital
Lead development of data strategy to best understand the voice of the customer
Lead process improvement initiatives to make the patient experience more seamless, connected, and intuitive
Lead the patient experience and volunteer teams at the hospital
Vice President of Experience Transformation (2021 – 2022)
Lead strategy and implementation for Adventist HealthCare’s consumer digital journey.
Lead new innovation lab and strategy for integrating human centered design into the experience of receiving care.
Responsibilities in addition to role as Vice President of Patient Experience and Foundation.
Vice President of Patient Experience and Foundation (2020 – 2021)
Lead 26 employees directly, directing activities in patient experience and philanthropy for all of Adventist HealthCare.
Implemented more streamlined support team for foundation function.
Led a campaign for COVID-19 community relief, raising more than $1.5 million.
Increased dollars raised by 33% in year 1, raising most money for the system in over 20 years.
Reduced cost to raise a dollar by 34% in year 1.
Leading the development of the company-wide approach to innovation
Responsibilities in addition to role as Vice President of Patient Experience.
Vice President of Patient Experience (2019 – 2020)
Improved patient experience scores at flagship hospital to 76th percentile in the state of Maryland and 53rd percentile nationally.
Deploying a campaign for 6,000+ employees to implement a new culture around how we treat the patient and other customers, called “Bridging the GAP.”
Implemented data management strategy, using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, online reviews, and other quantitative and qualitative methods of collecting the voice of the customer.
Implemented data dashboard that uses AI and natural language processing to analyze quantitative and qualitative data down to the unit level.
Implemented AI and natural language processing responsive surveys. AHC is the first in the health system in the country to partner with this company
Developed live repository of training, patient stories, and other information through Microsoft SharePoint.
Developing training, coaching, continuous learning, and other programs for leaders and patient facing caregivers.