Terri Hepp

About Terri Hepp

Accomplished healthcare leader with experience in development and execution of all aspects of employee engagement and patient experience. Exceptional leadership skills and presentation skills and a deep understanding of empathy and it\'s impact on experience in the healthcare arena. Proficient in goal development and execution. I lead with emotional intelligence which allows me to connect with others in an impactful way. After years in health care operations I found my passion! I love helping colleagues create an environment for patients and families that is comprised of team members who are empathetic, caring, and genuine. Our patients and their families come to us during their most vulnerable moments. Quite often they are confused, scared, worried, and anxious. As a healthcare leader, I consider it my greatest responsibility to develop teams that are dynamic, diverse and highly functioning and put the patient at the center of all that they do. If we treat our patients as we want our most beloved family members to be treated, we will exceed their expectations and leave at the end of the day feeling fulfilled and will make the world a better place – one person at a time.My patient experience path wasn’t one that I planned. I worked in healthcare operations for years and joined a group that was comprised of highly capable healthcare professionals who wanted to improve the team and the experience of every patient. As a Certified Patient Experience Professional (CPXP) and a Fellow in Human Experience (FHX), I focus on fostering a culture of empathy by adjusting processes to streamline care to ensure caregivers have the opportunity to connect with those in their care and develop a relationship that ensures trust is at the foundation.My current role is my dream job! I have the honor and privilege of partnering with world class leaders at Arnot Health, a member of Centralus Health, to improve the experience of our teams, our patients, and their families and make the world a better place.

Experience

1. Chief Experience Officer

   Centralus Health

   Jan 2026 — Present · Elmira, NY, US

Education

• Commonwealth University-Mansfield

  MS, Education

  2007

• Shippensburg University of Pennsylvania

  BS, Education

  1986 — 1990