Dr. Arfaa is University of Maryland Medical Center’s vice president of patient experience. Her role entails leading the office of patient and family experience, volunteer services, patient advocacy, interpreting services, integrative care, guest services and patient transportation. She works closely with clinical and nonclinical colleagues to assess and improve the patient journey. Dr. Arfaa has more than 23 years of professional experience designing, implementing and directing patient, family, employee and volunteer experiences at various academic medical centers. Most recently, she served as chief experience officer at UC Health in Cincinnati. There, she integrated service excellence into the recruitment, orientation, incentives and culture of the entire healthcare system. She is currently an active member of the American College of Healthcare Executives and its Maryland Chapter, along with the The Beryl Institute, the American Association of University Women and the American Heart Association Maryland Chapter.
