VISION BOARDS, BRIDGE BUILDERS, & MUSHROOMING COLLABORATIVES
In This Episode
• [02:17] Cassandra's transition to Sharp HealthCare in 2020
• [05:42] Breaking down the silos in the health system
• [10:08] Cassandra's childhood dream, and her journey to becoming a CXO
• [14:09] Working in an organization that does experience as a strategy
• [15:50] The most important thing Cassandra learned as a certified patient experience professional
• [18:53] How can we keep the human experience at the forefront?
• [21:15] An experience idea that healthcare should emulate from another industry
• [22:59] The best advice Cassandra has ever received about leadership
• [24:11] The Combustion Questions
what we learned from CASSANDRA
• Experience officers as bridge builders, dot connectors, and collaborative formers.
• You should expect good service when you walk into a healthcare organization.
• Experience is connected to everything that you do.
• In terms of creating a good experience, a lot of it is intuitive and based on regulations.
• The need to put experience design methodology at the forefront of your brain in everything we do.
Notable quotes
[08:25] - "Our job is to make sure the work is meaningful and connected to a bigger strategic objective."
[16:27] - "In the healthcare space, letters behind your name mean a lot to certain people."
[17:29] - "If you're not sure where I fit, then we won't ever get to success."
[23:01] - "You don't have to have a title to be a leader, you have to have heart for people."
Our Guest
Cassandra Crowe serves as chief experience officer at Sharp HealthCare, her latest stop in 20+ years of leadership in patient experience and service excellence. She is a dynamic professional with a proven track record of elevating the human experience through collaborative relationships, and high-impact strategies and initiatives.