In this episode of the CX Matters podcast, hosted by Cole Lyons from the American Journal of Healthcare Strategy, the focus is on improving patient experience in healthcare. Special guest Jasmine Hicks, a program manager at Optum, shares her journey and insights into the field. They discuss strategies for prioritizing patient experience, effective staff management, operational improvements, and the importance of collaboration with human resources. They also touch on the significance of systemic changes over blaming individuals, the value of leadership and relationship-building, and advice for early-career professionals in healthcare. Jasmine emphasizes continuous learning, networking, and strategic influence to drive positive change within healthcare organizations. 00:00 Introduction and Host Welcome 00:17 Guest Introduction: Jasmine Hicks 00:50 Jasmine's Journey into Healthcare 02:13 Patient Experience and Staffing Challenges 03:47 Strategies for Improving Patient Experience 05:42 Collaborating with HR for Better Outcomes 09:16 Operational Insights and Challenges 13:13 Leadership and Employee Engagement 21:18 Advice for Early Career Professionals 25:05 Networking and Professional Development 26:31 Conclusion and Final Thoughts
