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Customer Experience Officers


Watch this video of the patient experience from the Cleveland Clinic

REPORTS TO:        SHMC Managers, Directors



The Customer Experience Officer (CXO) acts as a resource, coach and role model to their department peers.  They communicate customer experience improvement methodologies and best practices. He/she assists department directors, managers, physicians and staff to plan, implement, and monitor ongoing initiatives. CXOs facilitate continuous improvement toward achieving Patient Experience, and Patient- and Family-Centered Care goals.



CXO Attributes:

  • Excellent interpersonal relationship skills.
  • Enthusiasm.
  • Devoted to excellent patient care
  • Respected by peers and leaders
  • Passion for the work they do
  • Willingness to help make changes to improve unit and hospital
  • Innovative thinking.
  • Ability to understand, apply and incorporate core concepts of Patient and Family Centered Care




General Responsibilities

  • Commit to improving Patient and Family Experience throughout the organization
  • Help educate staff about Patient and Family Experience Initiatives
  • Inspire staff
  • Identify areas for patient and family service improvement
  • Serve as a partner for change in the unit



Role Duties

  • Responsible to communicate Patient Experience initiatives to their assigned group in a timely way
  • Work in conjunction with the leadership to design and implement Patient Experience improvement strategies and role model behaviors for staff
  • Provide feedback to leadership on peer activity for evaluation
  • Must attend at least one quarterly CXO meeting and is responsible for all information presented at quarterly meetings.
Meeting Day/Time: Varies by Unit

CXO Bulletin Boards



Adeshina, Adedamola Malone, Rebecca Thompson, Maquette
Alderman, Marlena Martin, Tamara Thorson, Chieko
Almasi, Jamie Melchionne, Samuel Tiburcio, Grace
Ambrose, Tracie Mendez, Debra Toclo, Yvonne
Apangchan, Irma Mendoza, Esmeralda Turner, La Tonya
Aquino, Catherine Merriweather, Michelle Verona, Mayumi
Bangco, Rhea Migalang, Prudencio Villanueva, Emma
Barba, Marsela Miles, Jody Wagatu, Roseanne
Barcelona, John Patrick Millinger, Bruce Wagner, Susan
Belk, Kathleen Morales, Fred Washington, Latasha
Bennett, Nancy Morris, Dena Wasson, Jalaine
Bigsby, Madonna Munroe, Mary Wasson, Jessica
Birt, Patrick Murphy, Abby Weihman, Michelle
Bognar, Amanda Murphy, Ashley Wicoff, Donna
Boozer, George Nadler, Sholom Wilcox-Katz, Sarah
Bradley, Delisa Nufable, Marilou Williams, Becky
Brennan, Angela Okoye, Ahunna Williamson, Holly
Brinck, Will O'rourke, Carol Wolfe, Mary Kate
Brookman, Heather Padilla, Melanie Zimmer, Franciene
Buenaflor, Nilamarie Page, Kimberly  
Cabanit, Leah Paige, Mikayla  
Carbone, Krystle Palanza, Deborah  
Cathey, Jeanne Pelaez, Sharon  
Cathey, Jeanne Peterson, April  
Cherry, Lyndie Petito-Escamilla, Stephine  
Choate, Lesley Pouncy-Campbell, Tamiko  
Ciesielski, Kristy Raines, Brittany  
Ciezki, Hillary Ranck, Jason  
Cisneros, Angelia Ray, Katie  
Cledera, Charles Renderos, Lidia  
Collins, Summer Repalda, Tess  
Cotton, Toni Reyes, John Henry  
Dahan, Fely Ritter, Early  
Daugherty, Tasha Roberts, Dana  
Davis, Marcie Rodriguez, Rayna  
Daye, John Salcedo, Sandra  
De Los Reyes, Maria Saldana, Aileen  
Dias, Diane Sills, Nadine  
Dominguez, Jesus R Smith, Cassandra  
Dwyer, Gena Song, William  
Eakens, Jennifer Staten, Kimberly  
Eakins, Heidi Stober, Donielle  
Easley, Bonnie Taylor, Lisa  
Effros, Stephanie Thomas, Jamie  
Evangelista, Estrella Thompson, Maquette  
Finayev, Mary Thorson, Chieko  
Fontillas Boehm, Myrna Tiburcio, Grace  
Fontillas, Franklin Toclo, Yvonne  
Garcia, Heather Turner, La Tonya  
Gasca, Maria Verona, Mayumi  
George Boozer Villanueva, Emma  
Gerhardt, Holly Wagatu, Roseanne  
Glass, April Wagner, Susan  
Hager, Michael Washington, Latasha  
Haynes, Trenia Wasson, Jalaine  
Hufano, Jennifer Wasson, Jessica  
Hutchings, Kelly Weihman, Michelle  
Hutzler, Elizabeth Wicoff, Donna  
Ingram-Terry, Denise Wilcox-Katz, Sarah  
Innes, Kathleen Williams, Becky  
Jain, Radhika Williamson, Holly  
Kabuhat, Elizabeth Wolfe, Mary Kate  
Kaisk, Monique Zimmer, Franciene  
Karbal, Sharon Rodriguez, Rayna  
Kehrli, Beth Salcedo, Sandra  
Kierce, Dana Saldana, Aileen  
Krebs, Tracey Sills, Nadine  
Krofchik, Rosemary Smith, Cassandra  
Lee, Tamara Song, William  
Lewis, Monica Staten, Kimberly  
Lippi, Anthony Stober, Donielle  
Low, Samantha Taylor, Lisa  
Malone, Carolyn Thomas, Jamie  

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