Over the last twelve months, we have identified four key challenges that healthcare organizations are facing:
1) Maximizing Relationships with Payers
2) Building Deeper Collaboration with Providers
3) Harnessing the Growing Power of the Patient
4) Executing Successful Patient Experience Strategies
On February 1st the Executive Council met in Miami to discuss and share best practice thought leadership on these topics and more. The founding members of the Healthcare Executive Council (HEC) are all very passionate about the delivery of healthcare and work to give the patient a voice and empower staff every day.
If you’ve created a highly successful patient satisfaction system and are looking for innovative ways to transform the way your entire company views and treats its patients to drive business performance; or if you’re just beginning and looking for best practices to accelerate your success, as an industry leader, we’d like to invite you to join the Healthcare Executive Council (HEC) to hone your expertise even further.
Please fill in and submit your contact details using the HEC form on the right to receive more details on how you can join the Healthcare Executive Council (HEC).
Gautam is a Loyalty Strategist and Entrepreneur with businesses in the United States, Gibraltar and South East Asia. He is also the Co-Founder and Managing Partner of Customer Feedback Systems LP (CFS North America), a global provider of technology-driven Customer Experience Programs for Healthcare, Financial Institutions, Retailers and other services.
His drive for helping others build deeper relationships with customers has led him to become a Net Promoter Certified Associate. His passion lies in integrating best-selling Loyalty principles and philosophies into organizations’ sales and service cultures.
In partnership with Jagdish M Chanrai, Director of the Kewalram Chanrai Group, Gautam established CFS Asia in Singapore in 2002. Gautam serves on the Board of Directors of Customer Feedback Systems (Singapore) Pte Ltd, Customer Feedback Systems (Malaysia) Sdn Bhd, Customer Feedback Systems (Texas) LP and Kemchans (Gibraltar) Ltd.
Kevin R. Gwin is the VP of Communications at Ardent Health Services. Kevin improves health care. With demonstrated success in improving HCAHPS and Net Promoter Score (NPS) performance – as well as employee engagement and loyalty – Kevin develops a culture of excellence within hospitals and physician practices. He’s the lead champion for patient experience for Ardent’s 13 hospitals, three multispecialty physician practices and 11 retail pharmacies. He also directs all corporate communications functions.
With more than 25 years of experience, including time in the automobile and financial services industries, Kevin is a certified Net Promoter Associate, trained in the discipline of measuring and using customer loyalty and feedback to fuel growth. Prior to joining Ardent in 2004, Kevin directed marketing, public relations, internal communications and the web for St. Mary’s Health System (Catholic Health Partners) in Knoxville, Tenn.
He has also served as senior vice president for Regions Financial Corporation, a top 20 U.S. bank holding company; and Willis Group, one of the top three international insurance brokerage firms. He also performed internal communications and public relations for Nissan.
Jason A. Wolf, PhD, is a passionate champion and recognized expert on patient experience improvement, service excellence, organizational effectiveness, and high performance in healthcare. As President of The Beryl Institute, Jason has led the growth of the organization from a powerful idea for improvement in healthcare to an organization now recognized as a leading global community of practice and recognized thought leader on improving the patient experience. The Institute now engages almost 20,000 members and guests in over 45 countries. Prior to joining the Institute, Jason designed and led the organization change, service, and leadership development strategies for the Eastern Group of HCA, supporting over 45 facilities and 45,000 employees and conducted groundbreaking research to identify the characteristics of high performance healthcare organizations.
Jason is a sought after speaker and an author of numerous articles and publications including two recent books on organization culture, change and performance in healthcare: Organization Development in Healthcare: A Guide for Leaders and Organization Development in Healthcare: Conversations on Research and Strategies. He also serves as a professorial lecturer at American University's School of Public Affairs in Washington, DC. Jason received a BS in Foreign Service from Georgetown University; a M.Ed. in Human Resource Development from Vanderbilt University and a Ph.D. in Management and Organization Development from Benedictine University. His greatest accomplishment though is that of new dad, with the arrival of his baby boy Samuel in April 2013. He currently resides in Nashville, TN.
John Morris brings over twenty years of experience in the healthcare marketplace to his role as President, Network Management. The breadth of his experience includes the administration of Provider programs for the American Cancer Society, St. Luke’s-Roosevelt Hospital in New York and the New York Pain Treatment Program at Lenox Hill Hospital where under his leadership the program became profitable in just 13 months. Subsequent to his work with Providers, John’s focus turned to selling the value proposition offered by Preferred Provider Organizations (PPO). This led to his successful tenure with PPO Network giant, Multiplan where he was instrumental in helping the company achieve its objective of becoming a full-fledged PPO.
John continued his success producing outstanding sales results with PPO networks such as NPPN, HealthStar and Coalition America before accepting a position as Director of Sales with NHBC, a healthcare cost containment company. During his tenure at NHBC, John was instrumental in building the company’s profitability and reengineering the company’s infrastructure to support continued growth. This success led to his assuming roles of increased responsibility ultimately culminating in his being named the President of NHBC. His past experience in all facets of the healthcare industry combined with his global educational experience, gives him a unique understanding of the challenges facing healthcare today and how PHX can be instrumental in helping its clients meet those challenges.
John holds a B.A. in International Business from Southwestern College and an Executive MBA from the Thunderbird School of Global Management where he graduated with highest distinction and was inducted into Beta Gamma Sigma and Pi Sigma Alpha Honor Society.
Phil Fegan is Vice President of Information Services at HealthCare Partners of Nevada, one of the largest medical groups in Southern Nevada, based in Las Vegas, Nevada.
Mr. Fegan has over 25 years of healthcare experience holding positions in payer companies, medical groups, operations, and information technology. Utilizing experience from all aspects of the healthcare systems, both in the United States as well as the United Kingdom, enables Phil to provide innovative health care technology solutions.
Mr. Fegan joined HealthCare Partners in a consulting capacity in 2000, since that time he has held positions in Claims, TPA Operations, Billing, Business Intelligence and Information Systems. In his role as Vice President of Information Systems he has led the development and implementation of a custom built Chronic Care Management Information System which allows physicians to access details about patient interactions with their care managers. Mr. Fegan has also led implementation of HealthCare Partners of Nevada’s companywide Electronic Health Record system across all primary care clinics, specialty offices, and hospitalists.
Matt Hazen has been with Alegent Creighton Health in Omaha, NE for sixteen years and is currently the Operations Leader of Service Excellence for Alegent Creighton Clinic (AHC). In this role, Matt is responsible for ACC’s service excellence program which was designed to deliver the best possible patient experience all the time.
Over the past three years Matt’s team has developed a successful strategy and program which has been rolled out to more than 400 providers and 1200 staff. The Service Excellence team is currently working with Catholic Health Initiatives to develop a national approach to the patient experience based on the exciting work done at Alegent Creighton Health.
Matt is currently on faculty at Creighton University teaching Service Excellence and Human Resources in Healthcare. Prior to working in Service Excellence, Matt worked on Alegent Creighton Health’s consumer driven healthcare project as was co-developer of the first on-line healthcare cost estimating tool, MyCost. He is a graduate of the University of Nebraska-Lincoln and received his MBA degree from the University of Nebraska-Omaha. In addition to work at ACC, Matt is the current Chair of the Keep Nebraska Beautiful Board of Directors and spends most of his free time coaching his three children in a variety of sports.
Eric V. Trappen has over 20 years of experience of distinct professional experiences, and a demonstrated expertise in strategy, innovation and corporate leadership across all functions. Eric’s background includes a deep and diverse academic career, experience in most industries, and involvement working with all levels of corporate citizens, including extensive work at the “C-level”. Eric has worked with companies from initial concept all the way up to the Fortune 5, and served as executive management on numerous occasions. Eric has worked in the past at Salomon Smith Barney, Deloitte Consulting, Tpresence; a technology start-up, GenXL; a boutique Venture Capital firm, been a co-founder of four companies, as well as been a director on numerous boards, and has also operated his own successful consulting practice. Eric is also an adjunct professor of entrepreneurship at the W.P. Carey Business School at ASU, and is a frequent speaker at ASU and Thunderbird School of Management giving presentations on entrepreneurship, venture funding and building value in growing companies.
Eric has four Bachelor degrees in Mathematics, Finance, Business and Econometrics, as well as two master’s degrees in Business (MBA) and a MIS in Computer Science from institutions such as Carnegie Mellon University, Robert Morris University, and the University of Pittsburgh.
Richard Owen is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. Previously, he was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Before AvantGo, Richard spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide. He was responsible for all aspects of Dell’s Internet strategy and online business revenues on a worldwide basis—building Dell’s online business to cover 50 percent of the company’s sales volume. Richard began his career as a consultant for KPMG Management Consultants, where he worked for European high-tech manufacturers in the EMEA region on marketing strategy and business development, including Hewlett Packard and Apple. Richard holds a Bachelor’s degree from Nottingham University in England and a Master’s degree from MIT Sloan School of Management.