As the contracted Chief People and Experience Officer at Blue Zones Health, I am dedicated to transforming organizational culture and enhancing human experiences through strategic leadership, innovative programs, and evidence-based practices. My work centers on integrating human resources, patient experience, and culture strategies to empower our teams and deliver exceptional care to the communities we serve.

At IGNITE Human Experience, we envision a world where innovation combines with compassion, and every interaction promotes positive change. We are rooted in diversity and driven by integrity, striving to be a beacon of excellence that transforms industries and empowers individuals. Our commitment to a brighter future drives us to pursue groundbreaking solutions that inspire, elevate, and have a lasting, positive impact on the world.We proudly embrace a human-centered design approach, placing people at the heart of our innovation. Guided by empathy, collaboration, and a deep understanding of user needs, we craft solutions that meet and exceed expectations. Our process involves active engagement with end-users, stakeholders, and diverse perspectives to ensure our designs are functional and resonate on a human level. By prioritizing the user experience, we seamlessly integrate human-centered design principles into every facet of our work, creating intuitive, impactful solutions tailored to the unique needs of those we serve.

ProNexus has built a virtual network to help independent healthcare consultants thrive.As a virtual network of Independent Healthcare Consultants, ProNexus offers:--A cost and resource efficient option due to crowd-sourcing and minimal overhead.--Tremendous bench strength as everyone on our team spent decades inside functional areas within the healthcare industry. All have practical experience and solutions to support real change.--Built in trusted relationships providing referrals and opportunities without overhead.The healthcare consulting model that exists today is slow, costly and inefficient. ProNexus is the new model that will bring value and expertise to help solve today's challenges.ProNexus has built a virtual network to help independent healthcare consultants thrive. As a virtual network of Independent Healthcare Consultants, ProNexus offers: --A cost and resource efficient option due to crowd-sourcing and minimal overhead. --Tremendous bench strength as everyone on our team spent decades inside functional areas within the healthcare industry. All have practical experience and solutions to support real change. --Built in trusted relationships providing referrals and opportunities without overhead. The healthcare consulting model that exists today is slow, costly and inefficient. ProNexus is the new model that will bring value and expertise to help solve today's challenges.

ProNexus has built a virtual network to help independent healthcare consultants thrive.As a virtual network of Independent Healthcare Consultants, ProNexus offers:--A cost and resource efficient option due to crowd-sourcing and minimal overhead.--Tremendous bench strength as everyone on our team spent decades inside functional areas within the healthcare industry. All have practical experience and solutions to support real change.--Built in trusted relationships providing referrals and opportunities without overhead.The healthcare consulting model that exists today is slow, costly and inefficient. ProNexus is the new model that will bring value and expertise to help solve today's challenges.

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. Members are current patient experience related leaders or individuals with significant expertise in the area of service excellence or patient experience in healthcare.

The Society for Health Systems, the preeminent organization for healthcare engineers, is the meeting of minds for health systems professionals and leaders like you. SHS offers a wide network of colleagues, experts and resources outside your organization, along with the latest and best process analytics, tools, techniques and methodologies for performance improvement and opportunities for professional development.

America’s Health Insurance Plans (AHIP) is the national association whose members provide coverage for health care and related services. Through these offerings, we improve and protect the health and financial security of consumers, families, businesses, communities and the nation. We are committed to market-based solutions and public-private partnerships that improve affordability, value, access, and well-being for consumers.

A sworn public official, I serve a role in the prevention of fraud and protection of the parties involved by acting as an official, unbiased witness for certain documents. Because of this role, I understand the duties and responsibilities of the notary public and properly perform requested notarial acts.

In my previous role at InnovaCare, Inc., I was integral to the organization's mission to revolutionize managed healthcare services in North America. My responsibilities were anchored around two primary areas: Provider Networks and Medicare Advantage. Here, I was deeply involved in the development and execution of healthcare models that emphasized sustainability, cost-effectiveness, and a seamless integration with cutting-edge technologies.My tenure at InnovaCare since 2001 allowed me to contribute significantly to its stature as a leading Medicare Advantage organization in Puerto Rico. I played a key role in ensuring our members received high-quality healthcare through innovative, coordinated, and efficiently managed care models fully integrated with advanced technological solutions.I managed the operations of our medical service organization, which facilitated coordinated care via a network of 27 independent physician associations and over 2,900 primary care physicians. Additionally, I was responsible for two Medicare Advantage plans in Puerto Rico—the only NCQA-accredited health plans on the island—serving 200,000 members and supported by a network of more than 7,500 providers.A highlight of my role was leading the acquisition of Medicare Advantage contracts from another entity in Puerto Rico, which expanded our coverage to about 27,000 beneficiaries and represented around $166 million in annual premium revenue. Furthermore, I spearheaded our venture into the Medicaid sector in Puerto Rico, providing coverage for 300,000 individuals in the island’s Southeast and Northeast regions.As a forward-looking leader, I also contributed to the strategic direction and growth of InnovaCare, ensuring our mission and values were at the heart of our service delivery and operational excellence.

Cross-functional Collaboration and Leadership: Collaborated extensively with physicians, operational leaders, and executive teams across 53 clinical practices in 8 states, encompassing over 150 providers, to support and enhance the organization’s patient experience initiatives and drive transformative healthcare practices.Strategic Program Management: Methodically assessed, communicated, and optimized performance metrics, spearheading the design, implementation, and evaluation of programs to deliver a meticulously measured and elevated customer experience.Innovative Approach to Service Excellence: Leveraged a comprehensive toolkit incorporating methodologies from healthcare, process development, and hospitality disciplines to drive organizational excellence and improve service delivery across the board.Operational Improvement and Quality Assurance: Proactively maintained and enhanced call center operations through vigilant monitoring, systematic issue resolution, development of action plans, and rigorous system audits and analyses, ensuring optimal operational efficiencies.Expertise in Patient and Consumer Engagement: Adept in critical practice areas, including Patient/Consumer Experience, Program Development, Patient Relations & Measurement Tools, Organizational Change Management, Best Service Practices & Protocols, and Workforce Engagement & Performance, significantly enhancing organizational capabilities and outcomes. • Achieved CG-CAHPS 80% percentile ranking for 75% of providers. • Achieved 99% percentile ranking for 20% of providers across the enterprise.• CG-CAHPS rating for achieved and sustained NPS scores in the 90th percentile ranking per the health system strategic plan.

*Collaborates with Senior Management to develop business plans and goals to improve and enhance patient and physician satisfaction and service excellence. Implements such business plans through programs which integrate outcomes with the financial incentives incorporated into the Affordable Care Act and/or its equivalent under Maryland laws and regulation. Regularly reports results to Senior Management *Develops proactive working relationships with directors, clinical nurse specialists, and nurse educators, managers, and physicians. Works closely with performance improvement teams, committees and department leaders to develop and execute plans for improvement. Provides support to physicians, patient care and operating units and teams in developing solutions that are data-driven and evidence-based.*Collaborates with marketing staff to create patient education materials regarding services and amenities available for Laurel Regional Hospital patients/families, guest and customers and to keep information on the DHS Intranet and Website accurate and updated. Collaborates with physicians, patient care staff and governance councils to create materials for patient and guest distribution. *Proactively engages with the Laurel Regional Hospital Foundation to ensure integration of patient experience business goals and targets into Foundation strategic planning and objectives.*Hires, orients, trains and provides leadership and guidance to Guest and Volunteer Service Staff. Establishes, conducts and otherwise promotes on-going staff training and development and operational procedures. *Educates guest and volunteer service staff on the critical importance of providing information, courtesy and responsiveness to all guests and customers. *Leads the design, implementation, management and improvement of all information and data tracking systems used by the department.

Topic: The Patient Experience for Quality Professionals

Topic: Purposeful Patient Rounding To Boost Employee Engagement And Patient Satisfaction

Discussing current issues in Service Design & Patient Experience..

*Responsible for the operations of Guest, Volunteer, Retail, Valet, Patient Television, Audio Visuals, Parking & Transportation Services*Coaches and directs the daily work activities of Guest Services Staff in accordance with established procedures, protocol and UMMC Human Resources practices. Acknowledges, celebrates and communicates with employees by rounding and huddling on a daily/regular basis and by utilizing established C2X (Commitment to Excellence) * Oversees staff operations to ensure effective and efficient response. Establishes, implements and monitors work performance standards. * Hires, orients, trains and provides leadership and guidance to GS Staff. Establishes, conducts and otherwise promotes on-going staff training and development and operational procedures. * Educates guest service staff on the critical importance of providing information, courtesy and responsiveness to all guests and customers and its relation to enhancing patient flow for the medical center* Assists in the design and facilitation of G.S. training programs to educate all staff on how to anticipate, handle, and avoid customer service problems, and how to improve overall internal and external customer satisfaction.* Leads the design, implementation, management and improvement of all information and data tracking systems used by the department.* Develops and implements operations procedures and communication standards. Facilitates and leads the development and management of the flow of information regarding available services and other pertinent information requested by guests and customers in person or over the phone. Works with Public Affairs to keep information contained on the UMMC Intranet accurate and updated* Implements collection of data to measure customer satisfaction, compiles statistics, and prepares reports for Director

Served as primary liaison between Marriott’s 650 owners, franchisees, & corporate resources. Served as business owner of key applications & business processes. Drove Owner& Franchise satisfaction with Marriott through positive interactions. Engaged high-profile owners & principals at Marriott’s largest franchise partners. First point of contact between Marriott & new owners & franchisees. Introduced new owners /franchisees to Marriott technologies, issuing IDs, & acting as a resource throughout on-boarding process & life of relationship. Managed Owner/Franchise Services communications to ensure timely response to inquiries; escalate critical issues to Executive leadership as necessary. Developed tracking process to manage & resolve recurring issues. Issued & track Associate Discount Card program for 650 Owners /Franchisees. Managed Marriott’s owner & franchise relationship & project reporting database, which includes over 3,000 records. Worked with database business users in the development & implementation of new functionality. Managed monthly & quarterly audits of Owner/Franchise IDs to ensure security compliance. Served as member of technology task forces to ensure Owner/Franchise needs were met & communicated effectively. Maintain expertise with Marriott business applications, including ID provisioning tool, Owner Financials, PeopleSoft & Marriott’s Intranet. Created various job aids instructing new users on the ID provisioning tool & password reset options. Planned, organized, coordinated, & assisted with various roll outs of Marriott initiatives for North America Lodging which consist of 2,800 properties with a work force of 110,000 associates. Worked closely with the brand teams & general managers for Fairfield Inn & Suites, Residence Inn, TownePlace Suites, SpringHill Suites & Courtyard as it relates to Peoplesoft HRMS & Peoplesoft accounting roll out to ensure property compliance

• Recruited, trained and created a team of customer service representatives & technical support staff to support a five state service region• Designed and conducted on-going training to empower Customer Service Representatives with ability and knowledge to provide one-call resolution• Developed, implemented, & managed business strategies within the region to meet & often exceed financial objectives• Managed $1.7 million of inventory for service center and off-site facility • Led the quality assurance process of inside technicians, ensuring repairs tickets were processed accurately• Managed billing department revenue of $500K monthly, including COD repairs & warranty and store billing• Prepared and administered monthly performance reviews• Responsible for monitoring Profit & Loss statements. Developed budgetary forecasts for three departments and ensured forecasts met corporate guidelines• Assisted with the conversion of a full service call center to a remote inbound/outbound call center• Improved customer service scores by 50% and reduced turnover by 60% in department.• Gathered, compiled, analyzed and reported ACD data for the Customer Service Department. Monitored call volume, adjusted staffing levels, and analyzed call sequencing to drive customer satisfaction; improved inbound call response from 52% to 100%. • Improved operational turn-times, reduced cost, and increased productivity, including reducing call abandonment rate from over 4% to less than 1% over the course of 6 months • Asked by corporate leadership to join taskforce charged with creating local and national recognition programs to motivate associates. • Monitored Field Operations team’s performance through metrics, personal site visits, customer visits, and other tools; such as surveys, both internal & external to ensure service level agreements & other customer & supplier expectations were met.