The chief experience officer position is new to both this health system and the overall healthcare industry, though it is slowly gaining popularity in hospitals around the country, especially given the rising importance of hospital quality, patient experiences as they tie to HCAHPS scores and value-based reimbursement.
The main task of a CXO is to ensure patients have a positive experience and try to improve patient satisfaction scores.
Mr. Gierlinger’s proposed duties mirror just that. “He is charged with building an engaging, innovative and collaborative culture that drives organizational growth and customer loyalty through the customer experience,” said North Shore-LIJ president and CEO Michael Dowling in a news release.
Mr. Gierlinger most recently served as vice president of hospitality and service culture at Henry Ford Health System in Detroit. Prior, he was administrator of hospitality services for Henry Ford West Bloomfield (Mich.) Hospital. Before entering the healthcare industry, Mr. Gierlinger held a number of leadership positions with the Ritz-Carlton Hotel Company.
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