I am relentlessly passionate about empowering individuals to pursue and achieve the lives they envision. This has served as the north star of my career, where I remain on a mission to drive transformational improvements for the access to and quality of healthcare experiences and outcomes while mentoring professionals to capture their own professional goals.My diverse experience, both within and outside the healthcare industry, has allowed me to broaden my perspective and bring back best practices from sectors like hospitality. I am a strategic problem solver and critical thinker who reframes challenges through the consumer's lens, enabling me to power creative and impactful solutions. This approach, coupled with my servant leadership style, has consistently fostered cultures of excellence and inspired leaders and team members to exceed expectations.I have spearheaded the development of influential, award-winning healthcare consumer innovations, including EmblemHealth's Neighborhood Care and Carelon Health's Togetherness programs. These innovative initiatives have significantly enhanced care access and navigation for patients while setting a new standard for integrating social determinants of health into care plans.As Carelon Health's Staff Vice President of Patient Experience, I led a transformation across nine call centers and 200 team members. We enhanced service quality - marked by a significant reduction in grievances and an unmistakable increase in unsolicited compliments from patients. We boosted workforce efficiency throughout the organization and revolutionized our capability to capture patient feedback effectively. Amid the onset of the COVID pandemic in 2020, I was first out of the gate in the organization -- successfully transitioning our entire team from in-office to remote work, ensuring uninterrupted service. I was proud to spearhead the organization's national patient experience and engagement strategy, navigating substantial changes to the organization's structure and leadership. These initiatives led to significant improvements in net promoter scores and clinical outcomes. Email me at lbscaccia@gmail.com to chat about service operations in healthcare, the power of hospitality to serve as a bridge between experience and engagement, and how to build process efficiency that creates capacity that can be levered to provide ever better outcomes for the populations we are privileged to serve each day.