Becker's Hospital Review

139 American Hospital Association's Society for Healthcare Strategy and Market Development and is a graduate of Leadership Detroit. Matt Gove. Chief Consumer Officer of Piedmont Healthcare (Atlanta). As chief consumer officer at Piedmont Healthcare, Mr. Gove oversees marketing, communications, patient experience, community benefit and government relations for the eight-hospital system. Under Mr. Gove's leadership, Piedmont has won more than a dozen local and national marketing awards since 2013, and he has been individually recognized as American Business Awards' Marketing Executive of the Year. Prior to joining Piedmont, Mr. Gove was a core member of the executive team that raised more than $300 million for capital improvements at Grady Health System in Atlanta. Keith Gran. Chief Patient Experience Officer of University of Michigan Health System (Ann Arbor). Mr. Gran has worked in clinical department management, large academic physician group management, revenue cycle operations, contracting systems and many other aspects of the integrated delivery network. He draws on his experiences in these disparate areas to devise strategy that increases value for patients, physicians and researchers in the academic community. Prior to joining UMHS in 2015, he served as COO for University of Miami Medical Group as well as CEO of the University of Southern California Care Medical Group in Los Angeles. Pam Guler. Vice President and Chief Experience Officer of Adventist Health System (Altamonte Springs, Fla.). Ms. Guler has more than 25 years of healthcare and business experience and has served in progressive healthcare roles focused on patient experience and engagement, physician engagement, performance improvement and service line development. In addition to her current position, she serves on the executive board of e Beryl Institute, co-chairs the Premier/QUEST Patient and Family Engagement Workgroup and is a member of the executive council for the Press Ganey Institute for Innovation. Kevin Gwin. Chief Patient Experience Officer of University of Missouri Health Care (Columbia). ough the chief patient experience officer position is new to MU Health Care, Mr. Gwin is anything but new to improving patient experience. He joined the system in May 2017 aer a career leading culture transformation at healthcare systems across the country, including Ardent Health Services in Nashville, Tenn., and St. Mary's Health System in Knoxville, Tenn. Mr. Gwin lectures nationally on cultural transformation and is known for guiding Ardent's consumer-facing and social media strategy. Michelle Keating-Burton, MSN, RN. Area Director and Patient Experience Officer of St. Joseph Health (Sonoma County, Calif.). Michelle Keating-Burton was appointed area director and patient experience officer of St. Joseph Health in August 2016, before which she served as a nurse manager and clinical nurse leader at the organization for two years. Ms. Burton is responsible for numerous patient experience initiatives both locally and across the system. She has helped to create educational content and facilitated 96 training workshops for more than 1,500 St. Joseph employees. Joan Kelly. Chief Patient Experience Officer of NYU Langone Health System (New York City). Before joining NYU Langone Health System, Ms. Kelly led consumer experience, well-being and innovation for Humana. As a seasoned leader in implementing patient-centered care, Ms. Kelly has worked to advance innovation across multiple organizations and industries, including Dana Farber Cancer Center in Boston, Harvard University in Boston, NASA and the Department of Defense. She is the architect of NYU Langone's guiding vision: "Perfect Experience. Every Patient. Every Time." Julie Kennedy Oehlert, PhD, RN, BSN. Chief Experience Officer of Vidant Health (Greenville, N.C.). Dr. Julie Kennedy Oehlert earned her doctorate in health innovation and leadership from the University of Minnesota in Minneapolis and has coached two Malcolm Baldrige National Quality Award recipients: North Mississippi Medical Center in Tupelo and Sharp Healthcare in San Diego. She also led the study "e Effects of Emergency Department Staff Rounding on Patient Safety and Satisfaction," which at one point was the sixth most-requested article for download from the Journal of Emergency Medicine's website. Today, she leads Vidant Health's patient experience, team member experience and environmental experience departments. Lyn Ketelsen, RN. Vice President and Chief Patient Experience Officer of HCA Healthcare (Nashville, Tenn.). Ms. Ketelsen became HCA Healthcare's first patient experience officer in February 2015. She previously spent 12 years at Pensacola, Fla.-based Studer Group, an organization focused on helping healthcare providers improve outcomes through patient experience. A registered nurse for more than 29 years, Ms. Ketelsen has worked in a variety of healthcare settings and has clinical experience in pediatrics as well as neonatal intensive care. Sara Laskey, MD. Vice President and Chief Patient Experience Officer of MetroHealth (Cleveland). Dr. Laskey took on the role of chief patient experience officer in August 2013. A board-certified emergency physician, she first joined MetroHealth in 2006. During her time in the ED, she spearheaded a number of initiatives to improve customer service and service recovery, and she was a featured speaker representing the health system at the Ohio Hospital Association Conference on Patient Experience in 2012. Dr. Laskey is a Six Sigma Lean Green Belt. Linda Lombardi, PhD. Chief Strategy Officer and Chief Experience Officer of NYC Health+Hospitals Bellevue (New York City). Dr. Lombardi has spent 30-plus years with the Health and Hospitals Corporation and 25-plus years at Bellevue Hospital Center. As both chief strategy and chief experience officer, Dr. Lombardi oversees the full spectrum of patient experience programs, including the office of patient advocacy, patient and family advisory council and patient experience value stream. Dr. Lombardi has taught at both the undergraduate and graduate levels as part of her vision to create a learning environment that supports efficient and effective patient care. Tom Malasto. Senior Vice President and Chief Patient Experience Officer of Community Health Network (Indianapolis). Tom Malasto was named chief patient experience officer of Community Health Network in 2013. His past experience includes serving as CEO for Community Heart and Vascular, CEO of e Indiana Heart Hospital in Indianapolis and executive director of St. Francis Heart Center, also in Indianapolis. Mr. Malasto acts as the executive champion for patients, employees and physicians at Community Health Network. Under his leadership, the organization opened a central pricing office to ensure accurate out-of-pocket estimates to patients in 2015. Stephen Meth. Chief Experience Officer of Prime Healthcare (Ontario, Calif.). Aer graduating from California Western School of Law, Mr. Meth worked at a medical malpractice firm, learning about what causes patients to sue their providers. Mr. Meth went on to study the impact of communication skills on health outcomes at the University of Illinois College of Medicine in Chicago, earning a master's of science in patient safety leadership. Mr. Meth served in communication and patient experience positions at UC San Diego Health System and UC Davis Medical Center in Sacramento before joining Prime Healthcare in 2015. Sandra Myerson, BSN, RN. Chief Patient Experience Officer of Mount Sinai Health System (New York City). Ms. Myerson le Press Ganey Associates, where she served as managing consultant and director of clinical and operational consulting, to become Mount Sinai's first chief patient experience officer in 2014. Drawing on her expertise in healthcare management, she speaks nationally about best practices to improve patient flow, clinical quality, patient-clinician communication and care coordination. Ms. Myerson is a trained nurse with a background in emergency, trauma, critical care and flight

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