Joan Kelly, Chief Patient Experience Officer at NYU Langone Medical Center, leads the patient-centered care work, which encompasses patient satisfaction, advocacy, complaint and complement management, experience design, patient communication & education, volunteer services, pastoral care, international patients, and hospitality services. Joan is the architect of the “Perfect Experience. Every Patient. Every Time” strategy and guiding vision, built through a human-centered design lens. This model is designed to improve patients’ and families’ total experience with the NYU Langone Medical Center both inpatient and outpatient and drive the institution toward the highest level of “patient centeredness” for behavior change and satisfaction.
Joan is known for driving innovation and engagement across large, multi-faceted organizations, and bringing great consumer experience ideas to fruition through the alignment of ideas, people and processes. Most recently, she led Consumer Experience, Well-Being and Innovation for Humana, Inc., a $42 billion Fortune 79 healthcare company with 15 million members. Joan developed the Corporate Consumer Experience Strategy and the 10-year Medicare Consumer Experience plan, launching a navigation program to help members manage the healthcare system. She also established the first consumer experience teams and in so doing, designed models for consumer co-creation and patient-centered care development. Prior to Humana, Joan helped the Virgin brand develop a program that incentivized individuals to get and stay healthy. She has also advanced innovation across a variety of multi-national organizations, including the Dana Farber Cancer Center, Harvard University, NASA, the Department of Defense, and the Walt Disney Company.
Joan received her MBA from Simmons School of Management in Boston and is an Adjunct Associate Professor at NYU Wagner School of Public Service, is on the advisory board for the joint Kellogg MBA and Engineering degree program at Northwestern University and is a board member of the Creative Visions Foundation.