Ms. Bennett is a senior enterprise operations and patient experience executive at Yale New Haven Health, one of the nation’s largest academic health systems. She provides system-level leadership to advance patient experience as a core driver of quality, operational performance, workforce engagement and strategic growth. She is responsible for designing, implementing and scaling enterprise operating models that integrate patient experience into daily operations, with oversight of systemwide functions including patient relations, guest services, spiritual care, language services, volunteer services and patient satisfaction. Ms. Bennett led the implementation of evidence-based bedside rounding across five hospitals, training more than 6,000 nurses and resulting in an 18-percentile rank improvement in nurse communication scores. She also partnered with population health and operational leaders to implement a centralized discharge follow-up process, leading to a nine-point increase in CMS “Care Transitions HCAHPS” performance from 2022 to 2024, and designed centralized patient experience operating models that generated more than $1 million in cost savings. A systemwide language services transformation she led achieved $1.2 million in savings and a 50% reduction in interpreter wait times. Ms. Bennett’s team has achieved an employee engagement score of 77, exceeding benchmark targets, and two Yale New Haven Health hospitals have earned Leapfrog hospital safety grade “A” ratings. She serves as an adjunct professor of healthcare studies at Southern Connecticut State University and is a member of the National Press Ganey CXO Council and Healthcare Experience Leader’s board.
