Paula Jacobson

About Paula Jacobson

Paula is a results-driven healthcare Vice President of CX at Emerus Holdings, Inc. with key expertise in enterprise and national patient experience, strategy execution, operational excellence, performance improvement and transformation. Paula has directed enterprise transformations that improved patient satisfaction and optimized clinical practices across multi-state healthcare delivery systems. At Ascension, she led national CX improvements for all care settings and service lines across 150 hospitals (10 states). She advanced underperforming markets to top-tier rankings in CX performance and surpassed enterprise Emergency Department goals while developing governance frameworks and executing strategic service improvements that streamlined operations and hardwired CX accountability systems. Previously, as National Director of Operational Excellence at Ascension, Paula was appointed to implement a transformative $30B Operating Model, achieving $208M in cost reduction and $238M in operating financial efficiencies. She designed and implemented Ascension’s first enterprise Operations Planning Process, improving operational outcomes in under four months. Her tenure at Novant Health included directing strategic initiatives and operational redesigns that enhanced system human capital management and COVID-19 recovery. Paula’s successful track record in complex, large-scale M&A integration at Novant Health and Ascension demonstrates her agility and adaptability in leading through organizational change. A refined leader in federal and state health policy, Paula advised and educated c-suites and boards across New York on policy, regulatory and advocacy agendas with a portfolio of 200 hospitals and 30 systems as Director of Member Relations at HANYS. Paula has interfaced with all levels of leaders across the U.S. including members of U.S. Congress and Biden Administration White House personnel during her tenure at Premier, Inc. to achieve more than 50 federal healthcare regulatory and legislative reforms and reimbursement changes in 20••••21.Paula holds an MBA in Healthcare Management from The Sage Colleges and Lean Six Sigma Green Belt Certification from 3M. Her dedication to excellence and innovation in healthcare has been recognized with accolades, including the Premier, Inc. Washington D.C. COVID-19 Policy Team Values Award, Premier Inc. Passion for Performance Award, and the Albany New York 40 Under 40 Honoree by CEO nomination. These distinctions underscore her high-performing spirit, leadership and advocacy across the care continuum.

Experience

1. Vice President, Consumer Experience

   Emerus Holdings, Inc.

   Apr 2025 — Present

Education

• Russell Sage College

  Master of Business Administration (M.B.A.), Healthcare Management

• Buffalo State University

  Bachelor’s Degree