Featured Speakers

In addition to the featured speakers highlighted here, Cleveland Clinic Experience Partners offers an extensive roster of experts to present at your facility, conference or retreat. We’ll align your topics of interest to some of the industry’s brightest minds in those specific fields.

Adrienne Boissy, MD, MA

Adrienne Boissy, MD, MA
Chief Experience Officer
Topics Covered: Patient Experience, Clinician Communication

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Stephanie Bayer, J.D. | Cleveland Clinic

Stephanie Bayer, J.D.
Director of Ombudsman
Topics Covered: Ombudsman – Complaint and Grievance Management

Bio
Stephanie Bayer, J.D. is the Director of the Ombudsman Department in the Office of Patient Experience for the Cleveland Clinic. She is responsible for overseeing enterprise-wide efforts to ensure both patients and staff (‘caregivers’) have a neutral resource available to assist when concerns arise. She has spent over a decade working in healthcare compliance, including responsibilities for developing patient-centered grievance processes, for both health insurance companies and hospitals, prior to joining the current organization. Stephanie received a Juris Doctor from The Ohio State University Moritz College of Law and BA in Political Science from Baldwin Wallace University.

Joshua Crites, PhD

Joshua Crites, PhD
Regional Ethicist
Topics Covered: Bioethics

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Margot Eves, JD, MA | Cleveland Clinic

Margot Eves, JD, MA
Director, Clinical Ethics Immersion Program
Topics Covered: Ethics

Bio
Margot M. Eves, JD, MA, is the Director of the Clinical Ethics Immersion Program (ClEIP), an innovative experiential learning opportunity offered to professionals around the world interested in gaining greater clinical ethics and ethics consultation experience. Ms. Eves was nominated and selected by her peers as the 2014 Teacher of the Year for the Center for Ethics, Humanities & Spiritual Care. Her expertise extends to research ethics, and she serves on the Cleveland Clinic Institutional Review Board.

A member of the inaugural Cleveland Fellowship in Advanced Bioethics (CFAB) class, Ms. Eves served on the CFAB Executive Committee from 2012-2017. During her fellowship, she earned a Master of Arts degree in Bioethics from Case Western Reserve University. She then completed a clinical ethics fellowship at Memorial Medical Center in Springfield, IL before returning to the Cleveland Clinic in 2011. Prior to pursuing a career in Bioethics, Ms. Eves earned a Master of Arts in Health Advocacy from Sarah Lawrence College and served as an ombudsman/patient advocate and as an Administrator-on-Call at New York-Presbyterian Hospital. She earned her Juris Doctor from Seton Hall University School of Law with a concentration in Health Law & Policy in 2006.

Ms. Eves’ passion for her work with healthcare professionals and patients is evident in her presentations to clinicians and at conferences which offer a broad range in topics that impact the ethical culture of caregiving, including issues of bias in medical decision-making, as well as moral and emotional distress and caregiver resiliency. Her work also focuses on ethics consultation, ethics consultation quality initiatives, ethics of human subject research and inter-professional ethics education (3/2017.)

Paul J. Ford, PhD

Paul J. Ford, PhD
Director of the NeuroEthics Program
Topics Covered: Bioethics

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Timothy Gilligan, MD, MS

Timothy Gilligan, MD, MS
Director of Coaching, Center for Excellence in Healthcare Communication
Topics Covered: Clinician Communication

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Rev. Amy Green DMin | Cleveland Clinic

Rev. Amy Green, D.Min.
Director of Spiritual Care
Topics Covered: Healing Services

Bio
Rev. Amy Greene, D.Min. is Director of Spiritual Care at the Cleveland Clinic, where she oversees a team of chaplains, chaplaincy students, holistic nurses and others involved in the whole-person care of patients, families and staff. She has been at the Clinic since 2007 as a Supervisor of Clinical Pastoral Education and continues to oversee that program now as Director. Students at the Clinic receive the prerequisite training for board certification as professional chaplains, while also learning how to provide holistic care in an outcomes-driven, world class healthcare environment. Chaplains are available at the main campus (1400 inpatient beds) 24 hours a day.

Amy has served as a chaplain and chaplain-educator in hospitals, hospices, prisons and other institutional settings for many years. She has a Master of Divinity from Union Theological Seminary (Columbia University) in New York and a Doctor of Ministry from the Ecumenical Theological Seminary in Detroit. Amy and her husband Thomas Reuter have two grown sons.

Cristie Cole Horsburgh, JD | Cleveland Clinic

Cristie Cole Horsburgh, JD
Department of Bioethics
Topics Covered: Bioethics

Bio
Cristie Cole Horsburgh, JD joined the professional staff in the Department of Bioethics at the Cleveland Clinic in the spring of 2014. She is responsible for directing ethics programming and managing the ethics consultation services at four community hospitals. Her work focuses on clinical ethics consultation, training in ethics consultation, education of clinical providers, and institutional policy development. She is currently leading a pilot project utilizing videoconferencing technologies to deliver ethics consultation virtually. She also specializes in Reproductive Ethics and currently serves as the Co- Chair of the Reproductive Ethics Affinity Group of the American Society of Bioethics and Humanities. Ms. Cole is a class of 2014 alumni of the Cleveland Fellowship in Advanced Bioethics. She received her B.A. in Biology and Society with a concentration in Law and Society from Cornell University in 2003 and her Juris Doctorate from the University of Arizona’s James E. Rogers College of Law in 2008.

Carmen Kestranek | Cleveland Clinic

Carmen Kestranek
Senior Director, Experience Intelligence
Topics Covered: Data Intelligence

Bio
Carmen Kestranek is the Senior Director within the Office of Patient Experience at Cleveland Clinic. In this role he leads survey operations, results reporting and distribution throughout the 12 hospital health system. Under his direction, the intelligence team performs research using patient feedback to discover how specific events and variables associate with the patients’ experience. Findings are used to guide efforts to improve patient care. In addition, Carmen supports the organization’s ‘Patients First’ strategy guiding efforts of its patient communication, caregiver service training, best practice development and volunteer programs.

Carmen has worked at Cleveland Clinic for 17 years, most recently as the regional orthopaedics administrator. He attended The Pennsylvania State University where he received a Bachelor of Science degree in Health Policy and Administration and later attended the David Myers University where he achieved his MBA.

Lori Kondas, MBA | Cleveland Clinic

Lori Kondas, MBA
Senior Director, Office of Patient Experience
Topics Covered: Patient Experience

Bio
Lori Kondas is the Senior Director for the Office of Patient Experience for the Cleveland Clinic Health System. Working with the Chief Experience Officer, she provides leadership and direction for patient experience programs that have enterprise-wide impact in Patient Affairs, Operations and Best Practices. The Cleveland Clinic Patient Experience department includes a diverse team of professionals with demonstrated expertise in Service Excellence, Bioethics, Spiritual Care, Healing Services, Volunteer Services, Best Practices, Data intelligence, Ombudsman, End of Life Programs, Health Care Communication, Shared Medical Appointments, Business Development and Research. In collaboration with administrative and medical leaders across the system, Lori works to design and implement programs that improve the delivery of healthcare services and enhance the experience for patients across the enterprise.

In a previous role, as Director for two regional sites, Lori led operational and business activities, identifying and driving improvement opportunities in key areas including, patient experience patient access, service line cost management, quality management, employee engagement and other facility functions. In collaboration with Clinical Institutes and Regional leadership, she implemented strategic initiatives including institute growth strategies, new service line acquisitions and marketing plans.

Prior to joining Cleveland Clinic, Lori was the Vice President for Mission Services at the American Lung Association of the Midland States where she led organizational initiatives in education, advocacy, research, partnership recruitment and community outreach. In collaboration with internal and external partners, she created professional training programs, and developed community based health strategies. Lori served on a variety of national American Lung Association teams including the strategic planning committee, learning directors collaborative, and performance based management peer group among others. As a participant of the Asthma Policy Consensus Project, she contributed to creation of the National Asthma Public Policy Agenda.

Anne Maggiore | Cleveland Clinic

Anne Maggiore
Program Manager, Shared Medical Appointments Program
Topics Covered: Shared Medical Appointments

Bio
Anne Maggiore is Program Manager for Cleveland Clinic’s Shared Medical Appointment program. She graduated Phi Beta Kappa, magna cum laude, from Hiram College with a B.A. in Business Administration. Prior to joining the Clinic in April 2012, for 18 years she was Executive Director of the International Anesthesia Research Society (IARS). Following IARS, she was Director of Finance for the Diabetes Partnership of Cleveland for 3.5 years (formerly Diabetes Association of Greater Cleveland). Anne has been instrumental in developing strategies and resources to develop, implement, and sustain Cleveland Clinic’s SMAs, and also managing the enterprise-wide program, which has had exponential growth since inception.

Josh Miller, DO

Josh Miller, DO
Vice President of Regional Hospitals and Family Health Centers
Topics Covered: Patient Experience, Clinician Communication

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Katie Neuendorf, MD

Katie Neuendorf, MD
Medical Director
Topics Covered: Patient Experience, Clinician Communication

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Jessica O'Connor, BA | Cleveland Clinic

Jessica O’Connor, BA
Patient Experience Advisor
Topics Covered: Patient Experience, Service Excellence Training, Advisory Services

Bio
Joining the Cleveland Clinic in 2005, Mrs. Jessica O’Connor joined the Office of Patient Experience in 2012. Jessica’s current areas of focus include culture and service, best practices, the patient experience assessment initiative, and external partnerships. Jessica is a founding member of the Patient Experience Advisory Group and has worked with more than 35 organizations on organizational culture development, best practice implementation, service training and patient /customer experience sustainability. She has experience working with domestic and international healthcare organizations and has also managed engagements with organizations in a variety of industries, including education, hospitality, and municipal government.

Silvia Perez-Protto, MD, MS

Silvia Perez-Protto, MD, MS
Assistant Professor of Anesthesiology
Topics Covered: Clinician Communication

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Julie Rish, PhD

Julie Rish, PhD
Clinical Psychologist and Director of Best Practice
Topics Covered: Patient Experience, Research

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Susannah Rose, PhD

Susannah Rose, PhD
Professional Staff
Topics Covered: Bioethics

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Carol Santalucia | Cleveland Clinic

Carol Santalucia
Director of Service Excellence and Culture
Topics Covered: Patient Experience, Service Training, Culture Transformation

Bio
Carol Santalucia is a seasoned healthcare leader with a passion for and commitment to enhancing the patient experience. During a 28-year career at Cleveland Clinic, Carol held various service excellence and leadership roles, including the formation of Cleveland Clinic’s Service Excellence Department and creation of the Communicate with H.E.A.R.T.® Program. In 2011, Carol began her own consulting practice, Santalucia Group, LLC, where she and her team worked nationwide to improve the experience for patients, families and employees at over 40 organizations. Recently Carol returned to Cleveland Clinic as Director of Service Excellence and Culture. She is happy to be back “home” and excited to continue enhancing Cleveland Clinic’s culture through empathetic communication.

Carol received an MBA in Healthcare Administration from Cleveland State University and a BS in Psychology from Denison University. She is a past President of the Society for Healthcare Consumer Advocacy and the Ohio Society for Healthcare Consumer Advocacy. Carol is a Board Member of the American College of Healthcare Executives of Northern Ohio and serves on the Executive Board of The Beryl Institute. She is also the President and Founder of The Carmella Rose Health Foundation, a nonprofit organization dedicated to helping people navigate the healthcare system.

Marianne Sumego, MD

Marianne Sumego, MD
Medical Director, Shared Medical Appointments Program
Topics Covered: Shared Medical Appointments

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Kathryn L. Weise, MD, MA

Kathryn L. Weise, MD, MA
Chairman, Pediatric Ethics Committee
Topics Covered: Bioethics

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Amy Windover, PhD

Amy Windover, PhD
Clinical Psychologist
Topics Covered: Bioethics

Patient Experience, Clinician Communication