Heather Renehan

System Director Patient Experience, Medical Group @Bon Secours Mercy Health

o Responsible for Medical Practice patient experience improvement initiatives across 10 markets in OH, KY, SC, and VA;~600 locations; 2700 physicians and advance practice clinicians (APCs).o Facilitate system-wide physician and APC council to design & implement experience of care (EOC) strategy, tactics, measurement, tracking, and reporting. Key projects include roll out of a provider-patient communication skill building system and launch of Transparency (posting of provider star ratings and patient feedback online).o Assist market operations leaders in design & tracking of individual EOC action plans.