MONROE - Cindy Werkheiser was recently promoted to vice president of service excellence at Monroe Clinic. In her position, she guides strategic initiatives in service excellence and process improvement throughout the organization.
"A better process means a better patient experience," Werkheiser said. "We observe and evaluate processes to eliminate the steps that do not add value to the patient's experience. For example, by streamlining the pre-admission processes, patients no longer travel from one department to another and they can choose a time most convenient for them."
This appointment is an expansion of her previous work as director of process improvement, a position she began in 2007. In her new role, Werkheiser will oversee patient and guest satisfaction, "first impression" services, such as registration, switchboard, concierge, valet, and retail operations like nutrition services, gift shop and retail pharmacy.
Before joining Monroe Clinic's management team, Werkheiser worked in the banking industry for 23 years and served on Monroe Clinic's Board of Directors.
"A better process means a better patient experience," Werkheiser said. "We observe and evaluate processes to eliminate the steps that do not add value to the patient's experience. For example, by streamlining the pre-admission processes, patients no longer travel from one department to another and they can choose a time most convenient for them."
This appointment is an expansion of her previous work as director of process improvement, a position she began in 2007. In her new role, Werkheiser will oversee patient and guest satisfaction, "first impression" services, such as registration, switchboard, concierge, valet, and retail operations like nutrition services, gift shop and retail pharmacy.
Before joining Monroe Clinic's management team, Werkheiser worked in the banking industry for 23 years and served on Monroe Clinic's Board of Directors.