Dr. Arfaa helps lead patient and family experience at University of Maryland Medical Center and across the University of Maryland Medical System. She oversees a wide-ranging portfolio, spanning advocacy, volunteer services, interpreting, integrative care and inpatient logistics, helping to unite clinical and non-clinical teams in human-centered care provision. She has advanced core initiatives like bedside rounding, leader rounding and “Commit to Sit,” which have directly improved Hospital Consumer Assessment of Healthcare Providers and Systems metrics across the system. Previously, at UC Health in Cincinnati, her systemwide integration of service excellence into recruitment, onboarding and performance culture resulted in a measurable rise in CMS star ratings. Her industry leadership includes active roles in the American College of Healthcare Executives, the Beryl Institute, and various cultural and advocacy organizations. Earlier in her healthcare career, Dr. Arfaa was recognized with the “Early Career Healthcare Executive Regent’s Award” from ACHE.
