James Merlino, MD

Chief Experience Officer · Cleveland Clinic

Under Dr. Merlino’s leadership, Cleveland Clinic is driving not only patient satisfaction, but also safety, quality and value

Patient Experience

Kristin Baird

CEO · Baird Group

Healthcare's customer service guru who ignites passion for the patient experience.

Patient Experience Customer Service in Healthcare Leadership and the Patient Experience Hcahps

Susan A. Leys M.Ed.

Clinical Navigator - Patient Experience · University Healthcare: Jefferson Medical Center

Healthcare Consulting, Coaching and Debriefing at http://www.MDRN.Consulting

Healthcare Hospitals Stress and Stress Management Communicating Effectively Team Building & Leadership

Kelly Hancock, MSN, RN, NE-BC

Executive Chief Nursing Officer, CCHS and Chief Nursing Officer, Main Campus · Cleveland Clinic

20-year veteran in healthcare and prominent nursing leader at a Magnet Status hospital

Transformational Leadership Servant Leadership Magnet and the Impact On Workforce Nursing Recruitment and Retention Nursing Quality

Joseph Patrnchak, MS

Chief Human Resources Officer · Cleveland Clinic

Under his leadership, Cleveland Clinic has continued to drive patient satisfaction by emphasizing employee engagement

Employee Engagement Service Culture Employee Health Plan and Wellness Organizational Language as A Lever to Build Caregiver Culture Serving Leadership

Carolyn Thomas

Speaker, Blogger · Heart Sisters

Carolyn Thomas is an expert on women, heart disease, and the patient experience.

Women's Health Public Speaking Media Relations Patient Advocacy Patient Safety

Amy Feirn

Principal, Deloitte Consulting LLP · Deloitte Services LLP

Diagnosing the issues and prescribing improvements to your health care facility is the specialty of Deloitte LLP's health systems analyst

Health Care Services Management Improving Patient Experiences in Health Care Facilities Revenue Cycle Assessment Healthcare Financial Management Enterprise Cost Management

Sara Urowitz, MSW PhD

Director, Research & Innovation · Canadian Partnership Against Cancer

Cancer research and health policy expert, working to redefine cancer care in Canada

Cancer Research Research Funding Health Policy Hospital & Health Care Informatics

Gilbert-Jamison Theo

Chief Executive Officer · Performance Solutions by Design, Inc.

Author, Keynote Speaker, Customer Experience Expert, CEO & Founder of Performance Solutions by Design, Inc.

Service Excellence Leadership Accountability Customer Experience Patient Experience

James Young, MD

Executive Dean, Cleveland Clinic Lerner College of Medicine of Case Western Reserve University; Chairman, Endocrinology & Metabolism Institute · Cleveland Clinic

Expert in Cleveland Clinic institute structure, model of care and medical student education

Institutes and the Model of Organizational Care The Evolution of Academic Medical Centers Modern American Medical School

Wendy A. Clark, DDS, MS

Assistant Professor, Restorative Sciences, Division of Prosthodontics · UNC-Chapel Hill School of Dentistry

Dr. Clark is an expert in general and prosthodontic dentistry (dentures, implants and veneers).

Prosthodontics Dentures Veneers General Dentistry Dental Implants

Debra Simons, Ph.D.

Dean, School of Nursing and Health Sciences · Manhattanville College

Fellow, New York Academy of Medicine

COVID-19 Effects on Seniors COVID-19 (Coronavirus) Higher Education Nursing Health Science

Shinyi Wu

Associate Professor of Social Work and Industrial & Systems Engineering · USC Suzanne Dworak-Peck School of Social Work

Dr. Wu is a distinguished researcher who takes an engineering approach to research that spans many social work applications.

Health Systems Health Care Disparity Reduction Healthcare Health Mental Health

Carolyn Snider

Emergency Physician at Winnipeg Health Sciences Centre & Medical Director · Emergency Department Violence Intervention Program

An academic emergency medicine physician dedicated to advocating for people affected by violence

Trauma Care Youth Violence Intimate Partner Violence Emergency Medicine

Jennifer Johannesen

Author, speaker, blogger · Patient Advocate

My talks are frank and unsentimental, yet lighthearted and engaging. No lecturing! Authentic patient experience illuminated through stories.

Disability Advocacy Ethics Parenting Children With Special Needs Patient Advocacy

Ernelyn Navarro

Adjunct Lecturer · USC Suzanne Dworak-Peck School of Social Work

Adjunct Lecturer focused on leadership coaching and professional training for hospitals and nonprofit organizations.

Social Work Education Community, Organization, and Business Innovation Hospitals Leadership Nonprofits

Robert Wyllie, MD

Chief Medical Operations Officer · Cleveland Clinic

Inspires leaders to use business intelligence and continuous improvement tools to boost operational efficiencies and drive down costs

Continuous Improvement Cost Reduction Service Line Performance Management Length of Stay Initiatives Operating Room Management

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