SPOTLIGHT: Enter the"chief experience officer"

While hospital CEOs have traditionally looked inward at operations, focusing on financial metrics and employee performance, it's increasingly important for them to improve customer experiences as well. To make such improvements, CEOs should consider hiring a chief experience officer whose job it is to find weaknesses in the patient experience and close service gaps, suggests consultant Anthony Cirillo. Otherwise, given the many silos in a hospital, customer experience management may fall through the cracks, he suggests. Column

Suggested Articles

The profit margins and management of Community Health Group raise questions about oversight of managed care insurers.

Financial experts are warning practices about the pitfalls of promoting medical credit cards to their patients.

A proposed rule issued by HHS on Tuesday would expand short-term coverage, a move Seema Verma said will have "virtually no impact" on ACA premiums.