The healthcare landscape is rapidly evolving, and the patient experience is at the forefront of this transformation. At the heart of this evolution are chief experience officers, who are driving efforts to elevate every touchpoint along the patient and provider journey. These forward-thinking executives are strategic planners, innovative problem-solvers, powerful storytellers, and passionate advocates for both patients and staff.
Meet the Patient Experience Leaders
Becker’s Healthcare has identified a list of outstanding chief experience officers who are making a meaningful impact on the patient experience at hospitals and health systems nationwide. Here are some of the individuals who are leading the charge:
- Jennifer Jasmine E. Arfaa, PhD. Vice President of Patient Experience at the University of Maryland Medical Center and University of Maryland Medical System (Baltimore)
- Steve Basilotto. Chief Experience Officer of Froedtert Theda Care Health (Milwaukee)
- Steve Bird, MD. Clinician Experience Officer at UMass Memorial Healthcare (Worcester, Mass.)
- Jennifer Bollinger. Senior Vice President and Chief Brand and Consumer Officer for Sutter Health (Sacramento, Calif.)
- Eddie Borrego. Senior Vice President, Chief Experience Officer and CEO at Jackson West Medical Center (Miami)
- Cynthia Burger. Vice President and Chief Experience Officer of Dayton (Ohio) Children’s Hospital
- Carol Campbell. Senior Vice President and Chief Experience Officer at Ascension (St. Louis)
- Jennifer Bollinger. Senior Vice President and Chief Brand and Consumer Officer for Sutter Health (Sacramento, Calif.)
- Jennifer Bollinger. Senior Vice President and Chief Brand and Consumer Officer for Sutter Health (Sacramento, Calif.)
- Jennifer Bollinger. Senior Vice President and Chief Brand and Consumer Officer for Sutter Health (Sacramento, Calif.)
These individuals are shaping the future of healthcare by prioritizing patient-centered care, innovative technologies, and compassionate service. They are also driving cultural transformations within their organizations, fostering a culture of empathy, inclusivity, and respect.
Key Drivers of Patient Experience
- Advocacy: These leaders are passionate advocates for patients and staff, working tirelessly to address their needs and concerns.
- Innovative Technologies: They are harnessing the power of data analytics, artificial intelligence, and other technologies to drive improvements in patient experience.
- Cultural Transformation: These leaders are driving cultural transformations within their organizations, fostering a culture of empathy, inclusivity, and respect.
- Compassionate Service: They are prioritizing compassionate service, ensuring that patients receive the highest level of care and support.
Examples of Successful Patient Experience Initiatives
- The University of Maryland Medical Center’s bedside rounding program, which has improved Hospital Consumer Assessment of Healthcare Providers and Systems metrics across the system.
- The Sutter Health’s online scheduling system, which has increased patient satisfaction and reduced no-show rates.
- The Jackson West Medical Center’s “Healing Hearts” kosher lounge, which provides a welcoming space for patients and families.
- The Children’s Hospital Colorado’s medical dogs program, which provides emotional support and comfort to patients.
What Sets These Leaders Apart
- Their commitment to patient-centered care and innovative technologies.
- Their ability to drive cultural transformations within their organizations.
- Their passion for advocacy and compassionate service.
- Their willingness to take calculated risks and try new approaches.
Conclusion
The patient experience leaders identified by Becker’s Healthcare are truly making a meaningful impact on the healthcare landscape. By prioritizing patient-centered care, innovative technologies, and compassionate service, they are driving cultural transformations and improving patient outcomes. As the healthcare landscape continues to evolve, it is clear that these leaders will play a critical role in shaping the future of healthcare.
| Leader | Title | Organization | State/Province |
| Jennifer Jasmine E. Arfaa, PhD | Vice President of Patient Experience | University of Maryland Medical Center and University of Maryland Medical System | Baltimore, MD |
| Steve Basilotto | Chief Experience Officer | Froedtert Theda Care Health | Milwaukee, WI |
| Steve Bird, MD | Clinician Experience Officer | UMass Memorial Healthcare | Worcester, MA |
| Jennifer Bollinger | Senior Vice President and Chief Brand and Consumer Officer | Sutter Health | Sacramento, CA |
| Eddie Borrego | Senior Vice President, Chief Experience Officer and CEO | Jackson West Medical Center | Miami, FL |
| Cynthia Burger | Vice President and Chief Experience Officer | Dayton (Ohio) Children’s Hospital | Ohio |
| Carol Campbell | Senior Vice President and Chief Experience Officer | Ascension | St. Louis, MO |
| Steve Bird, MD | Clinician Experience Officer | UMass Memorial Healthcare | Worcester, MA |
| Jennifer Bollinger | Senior Vice President and Chief Brand and Consumer Officer | Sutter Health | Sacramento, CA |
| Eddie Borrego | Senior Vice President, Chief Experience Officer and CEO | Jackson West Medical Center | Miami, FL |
| Cynthia Burger | Vice President and Chief Experience Officer | Dayton (Ohio) Children’s Hospital | Ohio |
| Carol Campbell | Senior Vice President and Chief Experience Officer | Ascension | St. Louis, MO |
Quotes
“Patient-centered care is at the heart of our strategy, and we are committed to delivering exceptional care to every patient, every time.” – Jennifer Jasmine E. Arfaa, PhD, Vice President of Patient Experience at the University of Maryland Medical Center and University of Maryland Medical System
“As a clinician, I know how important it is to have a positive experience when we are in the hospital. That’s why we are committed to creating a culture of empathy and compassion within our organization.” – Steve Bird, MD, Clinician Experience Officer at UMass Memorial Healthcare
“Our goal is to make healthcare more accessible, convenient, and affordable for everyone.
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