Dawn Robbins, MBA

System Associate Vice President, Patient Experience
Baptist Health System, Louisville, KY

Tom Tull, MBA, FACHE, CPXP

Vice President, Chief Experience Officer
Ballad Health

Tom has over 30 years in healthcare. Tom provides administrative and leadership support across the integrated health system and oversees the engagement and experience activities for patients/families, team members, and physicians. Tom has been a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and the Tennessee Center for Performance Excellence and served as an examiner trainer for the Tennessee Center for Performance Excellence and the State of Virginia Quality Award. He is a member of the Leaders Board for Service Excellence and a part‐time faculty member at East Tennessee State University. Tom earned a BS in communications from the University of Tennessee and a Master’s in business administration from East Tennessee State University. Tull is a fellow of the Advisory Board, a Fellow of the American College of Healthcare Executives, a certified Patient Experience Professional, and a certified Crucial Conversations and Crucial Accountability Trainer. Tull has been recognized nationally by Becker’s Healthcare as a top CXO to watch.

Kristy Gay, MHA

Chief Experience Officer
Baptist Memorial Care Corporation

Kristy Gay is the Chief Experience Officer for Baptist Memorial Health Care Corporation headquartered in Memphis, Tennessee. In her current role, she provides leadership and oversight with system and entity leaders and their teams to support patient experience, team member engagement, and provider engagement goals and initiatives. Kristy is responsible for the development and deployment of patient experience and engagement strategies across the system and works with system and entity leadership teams to identify, prioritize, plan, and oversee improvement efforts. Kristy provides consultation and coaching services to leadership and frontline team members relevant to their improvement efforts in addition to oversight of all aspects related to patient experience and engagement surveying and reporting of results. She works closely with engagement leaders to identify best practice and opportunity for teams and partners with physician leaders to provide insight and coaching to hospital providers including joint ventures. Kristy is also responsible for re-framing existing evidence based practices to better align with current healthcare practice. Prior to joining Baptist, Kristy served as a Senior Advisor with Press Ganey for seven years. During her tenure at Press Ganey, she worked alongside organizations to present integrated approaches to employee and physician engagement and patient experience. Kristy is originally from Arkansas and obtained her undergrad from Henderson State University later followed by her Masters in Healthcare Administration from Ohio University. Kristy is also involved in supporting the American Heart Association by serving as a STEM mentor and in 2022, was named as a Woman of Impact.

Amberlee Fay, MHA, CXP

Enterprise Director
UK Healthcare

Amberlee Fay serves as the UK HealthCare enterprise director for patient experience. In this role, she is responsible for developing and executing the patient experience strategy across the health care system. Realizing the impact of engagement as a foundation of experience, Fay also focuses on improving employee engagement and the facilitation of feedback and listening in partnership with human resources. Fay is a certified relationship-centered communication coach and continues to utilize this skill set to focus on effective and empathic communication. She resides in Lexington, KY where she received a bachelor of business administration and a master of health administration degree both from the University of Kentucky.

Brian Carlson, MHA, MBA

Vice President, Patient Experience
Vanderbilt Health

Brian serves as the Vice President of Patient Experience at Vanderbilt University Medical Center in Nashville, Tennessee. In his role he is strategically and operational responsible for patient experience programming, which includes areas like Patient Relations, Service Consulting, Guest Services and EMS Excellence. He also participates in organizational culture programming and patient engaging technology governance, including AI governance. Brian has dual master’s degrees from Xavier University in Health Services Administration and Business. Prior to his current role he was Administrator for the Vanderbilt Eye Institute, CEO of a multi-specialty private physician group practice in Olean, New York, and Practice Manager for a multi-specialty academic Ob/Gyn practice in Chicago, Illinois.

Deirdre Mylod, PhD

Senior Vice President, Research & Analytics and Executive Director, Institute for Innovation
Press Ganey

Deirdre is responsible for advancing the understanding of the entire patient experience, including patient satisfaction, clinical process, and outcomes. Through the Institute for Innovation, Deirdre partners with leading healthcare providers to study and implement transformative concepts for improving the patient experience.

Deirdre is the architect of Press Ganey’s Suffering Framework, which reframes the patient experience as a means to understand unmet patient needs and reduce patient suffering.

Laura Klick

Vice President, PXO
Tampa General Hospital

Jackie Beckerman

Chief Patient Experience Officer and Senior Director of the ICARE Commitment
University of Rochester Medical Center

Dawn Robbins, MBA

System Associate Vice President, Patient Experience
Baptist Health System, Louisville, KY

Tiffany Zimmerman

VP of Patient Experience
OSF HealthCare

Dwight McBee

Sr VP Chief Patient Experience Officer
RWJ Barnabas Health