Reinventing Customer Service in Healthcare: Lessons Learned from the Best

  • May 08, 2019
  • 6:00 - 9:00 PM
  • Westchester Medical Center- Valhalla, NY

Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.

Organizational survival relies on healthcare leaders with the vision, determination and courage to test various methods of enhancing the patient experience. Patient expectations are being set by other industries; for example, the airline industry, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years, consistently achieved the best on- time performance, received the fewest customer complaints and fewest mishandled bags and is consistently cited for the best customer service, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees?

6:00 – 7:00 PM      Networking reception
7:00 – 9:00 PM      Panel Discussion and Q&A

1.5 ACHE face to face credits

Maria Fareri Children’s Hospital Conference Room A

100 Woods Road
Valhalla, NY 10595

Click here for the Campus Map


Phyllis M. Yezzo
Chief Nursing Office
Bon Secours Charity Health System

Phyllis M Yezzo is the SVP of Patient Care Services and CNO of the Bon Secours Charity Health System (BSCHS) a member of WMC Health.

In her role as SVP/CNO Phyllis oversees patient care services and nursing practice for a three hospital system including Good Samaritan Hospital, St. Anthony’s Community Hospital and Bon Secours Community Hospital.  Working with senior leadership, frontline staff, state and national organizations, she translates evidence based practice into clinical practice to meet the strategic goals and initiatives of BSCHS.

Phyllis holds a Doctor of Nursing Practice degree and a master degree in Healthcare Administration as well as a bachelor’s degree in Nursing.  She is a certified professional in healthcare quality (CPHQ) and is a board certified nurse administrator, advanced (NEA-BC).  She is also a graduate Fellow from the Wharton School of Management for Nurse Executives as well as an Institute for Healthcare Improvement (IHI) Improvement Advisor.

Phyllis has held positions in nursing administration, quality management and clinical transformation throughout her career.  She is a Delegate of the Board member of the American Nurses Association, ANA – NY, and an active member American Organization for Nurse Executives and American College of Healthcare Executives on local and national levels.  Phyllis enjoys teaching and was an adjunct professor for quality management at IONA College and currently an adjunct professor of nursing leadership and management at the College of New Rochelle and Touro College.


Gretchen Halstead
Service Excellence Officer
Westchester Medical Center

Gretchen Halstead, MA is the Service Excellence Officer at Westchester Medical Center, the Hudson Valley’s advanced medical care and referral hospital. Each year, more than 120,000 patients receive care on the Valhalla campus … 120,000 of the sickest, most critically injured people in the nation receive the most advanced medical care available. Gretchen and her team support clinicians by helping to meet the nonmedical needs of these patients … and helping colleagues to remember that “people remember the way you make them feel.”

Gretchen’s role includes oversight of Caregiver Programs, Chaplaincy, Concierge Services, Guest & Special Services, Language Services, Patient Advocacy and Volunteer Services. Gretchen’s training and education is in communication, having earned a Master’s Degree in Communication from Marist College; her experience is in healthcare, having spent her entire career in a variety of strategic communication positions in home care, long-term care, and acute care. 


Jorge Capote
Senior Director, Patient Experience
Memorial Sloan Kettering Cancer Center

Jorge Capote is the Senior Director for Patient Relations at Memorial Sloan Kettering Cancer Center. As a Hospital Administrator, he is responsible for overseeing and directing patient experience initiatives, including leadership of the patient advocates ensuring resolution of quality of care issues that affect patients, families, and staff. Jorge is an expert in collaborating with Department Chairs, Service Chiefs, Doctors, Nurses, and other clinicians, Administrators, and Legal Counsel, to resolve patient care complaints that rise to the level of institutional risk; developing strategies to meet the spirit of the patient bill of rights while enhancing the level of service provided to patients and their families.

Working across disciplines, Jorge holds key experience in identifying care-related risk/concerns and helps construct solutions for managing high-risk patients, such as those needing assistance with limited English proficiency, behavior, and complex care coordination. Following adverse events and in preparation for patient/family meetings, Jorge also is a coach and often role-plays with physician and nursing staff across the center. He has direct oversight of MSK’s inpatient and ambulatory patient satisfaction surveys, leveraging key trends for performance improvement.





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This and all our programs and events are made possible by the generosity of our 2018-2019 HLNY Corporate Sponsors who are ardent supporters of the healthcare executive profession.