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57 CARE DELIVERY 8 Hospital, Health System CXOs to Know By Kelly Gooch T he chief experience officer is a critical leadership role in health- care as hospitals and health systems strive to improve the patient experience while lowering costs. Paul Bohne, senior partner and vice chairman of the healthcare prac- tice with executive search firm Witt/Kieffer, sees this role gaining trac- tion, particularly at the system level. "I think that it seems like a legitimization of this role in the executive suite. Because of how critical it is for organizations to be moving the needle on HCAHPS and differentiating themselves by their patient ex- perience, I'm clearly seeing a trend in organizations that are putting more resources around this function than they used to," he says. Mr. Bohne says he's also seeing organizations be much more inten- tional about how they're engaging clinical leadership around the pa- tient experience, as well as a bit of a rise in these roles having clini- cally trained leaders. Still, these chief experience officers also come from other disciplines and backgrounds. Here are eight CXOs to know who serve hospitals and health systems throughout the United States, presented alphabetically. Note: Chief experience officers were selected based on editorial judgment and discretion. Individuals did not pay for inclusion on this list. Adrienne Boissy, MD. CXO of Cleveland Clinic. Dr. Boissy serves as CXO of Cleveland Clinic. In addition to that role, she is a staff physician at the Cleveland Clinic Mellen Center for Multiple Sclerosis and has a secondary appointment in bioethics. Cleveland Clinic has seen various accomplishments during her tenure, such as recently mak- ing patient satisfaction ratings for individual physicians available to the public. Prior to becoming Cleveland Clinic's CXO, Dr. Boissy was med- ical director of Cleveland Clinic's Center of Excellence in Healthcare Communication. Dr. Boissy attended Boston University and worked in neurobiological research at Brigham and Women's Hospital, also in Boston. She completed her medical school training at Pennsylva- nia State University College of Medicine in Hershey and finished her neurology residency and neuroimmunology fellowship at Cleveland Clinic. She earned a master's degree in bioethics from Case Western Reserve University in Cleveland. Connie Bonebrake. Senior Vice President and Chief Patient Experience Officer of Carolinas HealthCare System (Char- lotte, N.C.). Appointed to the role in 2012, Ms. Bonebrake serves as Carolinas HealthCare System's first chief patient experience officer. Prior to her current role, she was senior vice president of Carolinas HealthCare System's post-acute care services with responsibility for home health, hospice and skilled nursing facility operations. Under her leadership, the system was an early adopter of person-centered care and opened a Huntersville (N.C.) Oaks, a facility that provides short-term nursing and therapy for those recovering from surgery, illness or an accident. Ms. Bonebrake is a licensed nursing home administrator. She earned a master's degree in social work from UNC-Chapel Hill. Rick Evans. Senior Vice President and CXO of NewYork-Pres- byterian Hospital (New York City). Mr. Evans serves as CXO of NewYork-Presbyterian Hospital. He returned to the organization aer serving as CXO of Boston-based Massachusetts General Hospital and Massachusetts General Physicians Organization. Previously, he had served as vice president of support services and patient-centered care for NewYork-Presbyterian Hospital and as vice president of mission services for the Bon Secours and Canterbury Partnership for Care in Hudson County, N.J., and also as director of the St. Francis Hospital Foundation in Wilmington, Del. Mr. Evans earned a master's degree in theology from Christ the King Seminary in East Aurora, N.Y. Sven Gierlinger. Vice President and CXO of Northwell Health (Great Neck, N.Y.). Mr. Gierlinger has served as CXO of Northwell Health, formerly North Shore-LIJ Health System, since 2014. He is the first to hold the position. Prior to joining Northwell Health, Mr. Gierlinger was vice president of hospitality and service culture at Henry Ford Health System in Detroit. He also played a key role in the start-up and success of Henry Ford West Bloomfield (Mich.) Hospital. Before entering the healthcare industry, Mr. Gier- linger was in the luxury hotel business, holding several positions with the Ritz-Carlton Hotel Company. Mr. Gierlinger earned a bachelor's degree in hospitality management from the Bavaria Hotel Manage- ment School in Altoetting, Germany. Pam Guler. Vice President and Chief Patient Experience Of- ficer of Adventist Health System (Altamonte Springs, Fla.). Ms. Guler serves as chief patient experience officer of Adventist, a faith-based healthcare organization with nearly 77,000 employees. Last year, during her tenure, 18 Adventist campuses received top honors in patient experience during the system's Patient Experience Summit in Orlando, Fla., and many more received recognition for performing Sell Your Surplus Surgical Inventory to eSutures.com Contact us today to get started! 888-416-2409 • info@esutures.com In only a few days, you can turn excess inventory into usable capital with our streamlined and simple process. 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