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Paul Spiegelman
Founder & Chairman
Paul founded The Beryl Institute with the vision and recognition that service experience should be central to healthcare. He has supported the Institute’s growth into a global community of practice on improving the patient experience. He currently serves as Chairman.
Paul is also founder and CEO of BerylHealth, a patient experience company dedicated to improving relationships between healthcare providers, where he is leading a unique, people-centric culture that has remarkably high employee and customer retention rates.
Paul is a sought-after speaker and author on executive leadership, entrepreneurship, corporate culture, customer relationships and employee engagement. He makes frequent radio and TV appearances and writes columns on culture for Inc. Magazine and the Dallas Business Journal. He’s written several books on employee engagement and his current book is called Patients Come Second: Leading Change by Changing the Way you Lead. Paul holds a bachelor’s degree in history UCLA and a law degree from Southwestern University. To learn more about Paul, please visit www.paulspiegelman.com. |
Jason A. Wolf, Ph.D.
President
Jason is a passionate champion and recognized expert on organizational effectiveness, service excellence and high performance in healthcare. Currently, as President of The Beryl Institute, Jason is revolutionizing the Institute’s services and outreach to position the organization as a globally recognized thought leader on improving the patient experience in healthcare. This includes framing a formal definition for patient experience and conducting the largest study to date on the state of patient experience efforts in the United States. Prior to joining the Institute, Jason designed and led the Organization Change, Service and Leadership Development strategies for over 45 facilities and 45,000 employees as the Director of Organization Development for the Eastern Group of the Hospital Corporation of America (HCA), one of the United State’s largest healthcare service providers. His 20 year career has spanned the healthcare and service industries in such roles as senior leader, internal and external consultant and entrepreneur. A sought after speaker and writer in both academic and professional settings, Jason has authored numerous articles and publications including his two recent books on organization culture, change and performance in healthcare, Organization Development in Healthcare: A Guide for Leaders and Organization Development in Healthcare: Conversations on Research and Strategies. In his spare time, he serves as a Professorial Lecturer at American University's School of Public Affairs. Jason holds a Degree in Foreign Service from Georgetown University, a Masters in Education from Vanderbilt University and a Doctorate in Management and Organization Development from Benedictine University. His research continues to focus on building and sustaining high performance healthcare organizations and true cultures of experience. A "recovering” marathoner, having run seven and always searching for his next race, he lives in Washington, DC with his wife Beth.
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 Stacy Palmer
Vice President, Strategy and Member Experience
Stacy oversees the Institute’s program development, partnerships and communications to ensure they offer maximum benefit to members. She also plays a key role in developing member resources such as white papers, research briefs, newsletters and the annual patient experience conference. She is passionate about the mission of the Institute and in increasing industry awareness of the organization as the global community of practice, thought leader and resource for professionals committed to improving the patient experience. Stacy began working with the Institute in 2010 assisting with its relaunch to an independent membership organziation. Before joining The Beryl Institute, she spent eleven years in the media industry focused on communications, advertising and product development for The Dallas Morning News. She holds a Bachelor's degree in Mass Communication, Public Relations from Texas State University. When not working, Stacy enjoys traveling, volunteering in the community and spending time with her husband, Rick, and their two daughters, Maya and Luca.
 Deanna Frings
Director, Education and Professional Development
Deanna brings a unique combination of passion, dedication and experience to her role. Deanna will shape the learning strategy for The Beryl Institute, leading educational efforts and coordinating the design, scheduling, facilitation and delivery of educational programs. She will also have accountability for further developing the Patient Experience Body of Knowledge and Certification. In her role, Deanna will have a widespread and broad impact on improving the patient experience. Of significance to the Institute, Deanna learned of this opportunity as a member of the community and is excited to continue to find new ways to support the organization. Deanna began her career over 25 years ago as a respiratory therapist and has held a variety of roles including Manager of Cardiopulmonary Neurology Services, System Manager of Training and Development, Director of Organizational Development, and Director of Patient and Family Experience. She has extensive experience in leadership, strategic planning, organization development, learning strategy and solution deployment. Over the past fifteen years she has focused on optimizing the patient and family experience leading efforts in patient experience strategy. She holds a Master of Arts degree in education and instructional design. While she understands healthcare is an enormously complex industry with many challenges to address, Deanna believes in a simple truth – that to improve the patient experience we must touch the hearts of care givers and connect with them in ways that help them to emotionally connect with the patients’ they care for and serve. Deanna lives in Wisconsin and brings the same level of passion and dedication to her personal life enjoying cycling, kayaking and anything outdoors with her husband, Jeff.
 Michelle Garrison
Manager, Member Experience
Michelle ensures that members and guests have the information necessary to meet their needs and strives to deliver the best member experience at all touchpoints. She is committed to furthering the vision of the Institute as the global community of practice and premier thought leader on improving the patient experience. Prior to joining The Beryl Institute, she spent twelve years working as a sales assistant and event coordinator for a regional brokerage firm. Before that, Michelle experienced the world of healthcare by working as a radiology reading room technician and as a phlebotomist. She holds a Bachelor’s degree from Texas Woman’s University. In her spare time, Michelle enjoys spending time with her husband, Tom, and her two kids, Elise and Caleb. She is an avid reader and would love to have more time to travel.
Lori Gordon
Conference Manager
Lori is committed to making The Beryl Institute’s Patient Experience Conference an exceptional experience for attendees, speakers and sponsors. In 2012, Lori founded Ideal Meetings and Events, a full service meeting management company. Before that Lori worked for over 11 years as the in-house meeting planner for Press Ganey Associates, Inc. Lori holds a bachelor’s degree in Restaurant Hotel Management from Purdue University. When not working, Lori enjoys traveling, spending time with family and horseback riding. |
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 Kingsley Chikata
Policy/Communications Intern
Kingsley was born and raised in Houston, Texas where both through personal experiences and educational opportunities, he was able to take notice of some of the inequities in the patient experience, as well as some of the great care administered by professionals within the field. In his current role, Kingsley is responsible for the research and communication produced from the Institute on leading issues affecting the patient experience; namely through The Beryl Institute's Patient Experience Newslink, where relevant information and findings are disseminated. Kingsley identifies policy issues and key articles that speak to the mission of the Institute. Kingsley is currently pursuing his Master's degree in Public Administration, with a concentration in Health Policy, at George Washington University. Prior to attending graduate school, Kingsley received his Bachelor's degree in political science at the University of Houston. Some of Kingsley's interests include disparities in health care quality and the affordability of health care. Kingsley has been on five cruises and is game for more. When not studying Kingsley enjoys reading and trying out different workout DVD's.
 Nathan DeWitt
Marketing Communications Intern
Nathan has always had an enthusiasm for helping others. A former kidney transplant recipient himself, Nathan knows all about what it’s like to be the patient. For the Institute he edits copy, writes press releases, manages the social media presence, and helps with overall marketing. Nathan is currently a junior Strategic Communications major at Texas Christian University. He has prior experience working in marketing with The National Folk Festival as well as with 104.5 The Zone Radio Station in Nashville, TN, where he is originally from. Nathan also participates in community service projects such as Mobile Loaves and Fishes and The Preston Taylor Homes. In his free time, Nathan travels the United States attending Major League Baseball games, as he has a goal to visit all 30 ballparks by the time he graduates from college.
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Intern Alumni |
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