Jennifer Carron Passon, Msom, Cpxp Email and Phone Number

For over two decades CMSWire, produced by Simpler Media Group, has been the world's leading community of digital customer experience professionals.Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations.Our sister community, Reworked, gathers the world's leading employee experience and digital workplace professionals. And our newest community, VKTR, is home for AI practitioners and forward thinking leaders focused on the business of enterprise AI.

Aims and scopeGiving voice to our patients and our providers, the Journal of Patient Experience (JPX) is a peer-reviewed, open-access journal.While many relevant definitions of patient experience endure, we reference the definition (slightly modified) from The Agency for Healthcare Research and Quality (AHRQ).Patient experience encompasses the range of interactions that individuals and families have with the healthcare system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other healthcare facilities / providers. As an integral component of health care quality and equity, patient experience includes several aspects of health care delivery that consumers value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers1.We strive to provide readers with open-access, timely, peer reviewed, articles and commentary about the intersection of healthcare delivered (i.e. the clinician) and those receiving the service (i.e. the consumer / patient / family). By publishing research findings, case reports, and perspective, we aim to support systemic, equitable, and inclusive change to improve the healthcare experience for all. We believe in the vital importance of incorporating the diverse perspectives. Healthcare consumer voices should influence the healthcare industry to optimize elements of care such as patient advisory councils, rounding, access, safety, and transparency (to name a few) to enhance compassionate care of the future. The blending of research, practical findings, innovation, and interdisciplinary perspectives makes this journal a valuable resource across the healthcare spectrum.

Provide consumer and patient expertise across the $11B integrated academic health system. As a highly collaborative role model, my team is a team of teams inspiring a culture rooted in Compassion Science, and service excellence across the enterprise.Key responsibilities: • Created the System Office of Patient and Family Experience to engineer, drive and evolve the experience strategy across the continuum of care. • Restructured HSO silos by identifying gaps and designing workforce solutions that built a culture of one.• Commission relevant analyses of various demographic segments to drive health equity. • Contribute to the bottom line by deeply understanding trends, and relevant contract, payor, regulatory, and accreditation requirements.• Redesigned and deploy a contemporary survey program using the most modern methodology.• The subject Matter Expert on the Center for Perioperative Mental Health Research Team.Outcomes:• 2023 System Performance: Led BJC earning a total of 308 Excellence in Healthcare Awards to include 245 teams and providers recognized for performance in the top decile and 41 providers and teams performing at the 100 percentile!• HCAHPs results have earned the flagship hospital a spot on the US News and World Report Best Hospitals of 2023 with three hospitals being listed on the St Louis Honor Role.• STAR Ratings continue to improve - current ratings are 1-5 Star, 11-4 Star Rated hospitals.• Personally awarded the 2022 PRC National Healthcare Leadership Award for my success in leading teams to top performance.

One of only a handful of state-level councils in the nation, MHA’s PFAC is focused on increasing the role of patients and family members to improve health care delivery, health outcomes and reignite joy in work through improved patient-provider relationships.

Crossfire was started in 2013, and our objective is to develop players that succeed at the highest levels of local, regional and national competition. We offer experienced coaches that have been successful in playing and coaching volleyball throughout their careers. St. Louis Crossfire has become one of the top clubs in our region, and our teams continue to have success at all levels of play.

Advisory Board members provide insights and input on the direction of the Institute and review the Institute's current resources, offering suggestions on new opportunities and areas of focus. The purpose of this group is to ensure the Institute maintains its focus on the topics of greatest importance to healthcare leaders and has a finger on the pulse of the critical issues influencing patient experience efforts. In addition, I am an active leader on Beryl's standing committee on Equity and Inclusion and the Strategic Advisory Board. #patientexperience. #humanexperience #elevatePX #leadership

As a partner of the Missouri State Customer Experience Advisory Board, I support the faculty and program managers in delivering relevant offerings and strengthening the fundamental mission of the MSU Customer Experience Certificate Program. The board works collaboratively to provide constructive feedback and strategic direction, helping to guide quality improvement and assess program efficacy. Leveraging the greatest minds in business, the MSU Advisory Board contributes unique viewpoints beneficial to the Customer Experience Certificate Program.

Mount Mercy was founded on academic excellence, offering students a values-based curriculum. The university’s accomplished faculty is easily accessible with a faculty/student ratio of 14:1. Students are often involved in faculty-led research and career-oriented internships with local, national and global organizations. Focused on outcomes, 96% of MMU alumni are employed or in graduate school within nine months of graduation. With 74% of alumni residing in Iowa and 44% living in Linn County, students have a close-knit network of professionals to engage with.A forward-thinking undergraduate curriculum, in-demand graduate programs and the region’s most successful accelerated program have led Mount Mercy to be recognized as a distinguished institution and national leader within the Conference for Mercy Higher EducationThe health care administration major prepares students for professional administration positions in all areas of healthcare and healthcare services. Positions in healthcare facilities could include physicians' offices and practices, chiropractic clinics, hospital administration, rehabilitation and long-term care facilities. The coursework required for this major provides students with a well-rounded background in business with a concentration in health services issues including regulation, law, compliance, informatics, and financial issues.

Direct the operations of the Office of Patient Experience include responsibility for the overall creation, implementation, and maintenance of initiatives to improve the patient experience, strengthen community relationships and lead the Washington University School of Medicine PX Task Force.Key Responsibilities: • Provide project leadership, program management, and consulting services to Barnes-Jewish Hospital, Siteman Cancer Center and the Washington University School of Medicine.• Manage the Spiritual Care, CPE Residency, Gift Shops, Concierge Services, and Volunteer departments.• Created and lead an 80 strong Patient, Family and Community Advisory Council.Outcomes: • Deployed a strategic plan to improve all HCAHPS dimensions: Hospital realized the highest scores since measurement started.• Developed a six element Physician Communication training program to improve Physician Communication HCAHPS Scores. Pilot specialties sustained improvements over 6.92% and moved from below the 50%tile to above the 75%tile. • Loyalty scores increased 11.7% in quality of care and 18.3% for overall safety. • Success resulted in being promoted to the System Patient Experience Officer.

•Planned and scheduled meetings, conducted research, transcribed memos, prepared reports and conducted other administrative duties.•Worked directly for VA Officer, reviewed AF forms, medical records, and out-processing documentation ensuring accuracy with all applicable guidelines prior to exit interviews and seminars. •Elected as VP, Panhandle Job Fair Association; managed programs to aid military spouses in finding meaningful employment by assessing employment qualifications and coordinating job placement.