Sean Rodriguez will join Hartford HealthCare as our first chief experience officer and vice president for healthcare consumer engagement.
This role is relatively new in healthcare. The growing number of these leaders is a testament to the importance of creating and sustaining a great experience for healthcare consumers both to improve and standardize care and to stand out in the marketplace.
Sean arrives at an auspicious moment. Under our rally cry of “Every Moment Matters,” our organization is embarking on the mission to create a differentiating customer experience. It’s an outgrowth of our yearlong engagement with Press Ganey. Today, we are training leaders in the use of the visual guide and also have begun an internal awareness initiative to publicize “Every Moment Matters.” We also have launched Momentum, our online, feedback-and-recognition platform that will deepen and broaden our culture of recognition, providing even more reasons for employees to make every moment matter for customers – including co-workers.
Sean spent six years as chief experience officer (usually abbreviated as “CXO”) at Barnes-Jewish Hospital at Washington University in St. Louis. Previous to this, he was practice administrator of specialty and surgery clinics at Vanderbilt University Medical Center. He has published and presented widely on patient experience and comes highly regarded as a strong team-builder, effective change manager and a leader committed to staff engagement. He has a solid track in making use of data to drive outcomes and using teamwork to achieve common goals.
Hartford HealthCare has committed to creating and sustaining a reliably excellent customer experience that resonates with the vision to be “most trusted for personalized coordinated care.” In helping to build that trust, Sean will help coordinate the many teams across HHC that have begun this work, from Customer Experience and Human Resources to Leadership and Organizational Development and Planning and Marketing. He begins work at HHC on March 31.