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Upcoming Events

7/27/2016
PX BOK Virtual Classroom - Organizational Effectiveness

7/28/2016
Webinar - VHA’s Whole Health Model of Care

8/2/2016
Webinar - Planning and Launching a Patient and Family Advisory Council, Part 1

8/3/2016
PX BOK Virtual Classroom - Service Recovery

Our Team
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Defining PX About Us Guiding Principles Community Profile Our Team Boards/Councils

Paul Spiegelman
Founder & Chairman

Paul Spiegelman is Chief Culture Officer of Stericycle, a NASDAQ listed global services organization with 13,000 employees and is the Founder of BerylHealth and The Beryl Institute. Paul also co-founded the Inc. Small Giants Community, an organization that brings together leaders who are focused on values-based business principles.

As the former CEO of BerylHealth, Paul led a unique, people-centric culture for a company that won nine "best place to work” awards, including the #2 Best Medium Sized Company to Work for in America. Paul was honored with the Ernst & Young 2010 Entrepreneur of the Year award.

Paul is a sought-after speaker and author on leadership, employee engagement, entrepreneurship, corporate culture, and customer relationships. 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 is the New York Times best-selling author of Patients Come Second: Leading Change by Changing the Way you Lead.

Paul practiced law for two years prior to founding BerylHealth. He 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
Founding Editor, Patient Experience Journal



Jason is a passionate champion and recognized expert on patient experience improvement, organization culture and change, and sustaining high performance in healthcare. As President of The Beryl Institute, Jason has led the growth of the organization into the leading global community of practice and thought leader on improving the patient experience, engaging over 40,000 members and guests in more than 50 countries and establishing the framework for the emerging profession of patient experience. A central leader in expanding the patient experience movement, Jason is the Founding Editor of the Patient Experience Journal, the first open-access, peer-reviewed journal committed to research and practice in patient experience improvement. He also established and currently serves as President of Patient Experience Institute, an independent, non-profit, committed to the improvement of patient experience through evidence-based research, continuing education and professional certification. Prior to leading the Institute, Jason designed and led the organization change, service, and leadership development strategies with HCA, working with over 45 facilities on improvement and change efforts. He also conducted groundbreaking research to identify the characteristics of high performance healthcare organizations. Jason is a sought after speaker, provocative commentator, and respected author of numerous publications and academic articles on culture, organization change and performance in healthcare, including two books on Organization Development in Healthcare, and over 25 white papers on patient experience improvement. Jason is a professorial lecturer at American University's School of Public Affairs in Washington, DC. He received a B.S. in Foreign Service from Georgetown University, a M.Ed. in Human Resource Development from Vanderbilt University and a Ph.D. in Management and Organization Development from Benedictine University. A recovering marathoner – having run seven – Jason's proudest "accomplishment” remains his family. He currently resides in Nashville, TN with his wife, Beth and sons Samuel and Ian.


Stacy Palmer
Vice President, Strategy and Member Experience

Stacy is a visionary thinker and pragmatic strategist who has been a leader in the expansion of patient experience as a central conversation in healthcare. With a commitment to gather, understand and integrate insights and ideas from The Beryl Institute community, she has helped establish a resource library of proven practices and research sharing how healthcare organizations around the globe are creating positive experiences for patients, family members and caregivers. She also works closely with resource providers offering the latest in patient experience related solutions and services to broaden industry awareness of the tools available to impact overall experience efforts. She has co-authored numerous white papers from The Beryl Institute. In addition, she is a regular contributor to the Patient Experience Blog and stays connected to the work on the front lines of care through visits to healthcare organizations, sharing their experience journeys through the On the Road series. Stacy also leads the Institute’s event strategy and is primarily accountable for growing its annual Patient Experience conference from a small community gathering to what is now considered the largest independent event bringing together the voices of healthcare professionals across the globe to expand the dialogue on patient experience improvement. Prior to joining the Institute, Stacy 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, Learning and Professional Development

Deanna is a recognized expert in patient/family experience, leadership development and educational design. She has extensive experience as a senior strategist for improving the patient experience. Through her role as Director, Learning and Professional Development with The Beryl institute, she has helped shape the Institute’s learning strategy and led the development of the Patient Experience Body of Knowledge courses, a comprehensive learning framework that provides a clear path to delivering superior patient experience performance. With a passion and dedication to bringing together a variety of voices, experiences and perspectives from the Institute’s global community, Deanna has expanded the development of numerous educational events and learning offerings focused on patient experience solutions, proven practices and idea generation. She has a widespread and broad impact on improving the patient experience, leading the content selection for the annual Patient Experience Conference, facilitating regional roundtables and visiting healthcare organizations through the Institute’s On the Road series. Deanna has also been instrumental in bringing physician leaders and champions together in forming the Physician Community of The Beryl Institute. Prior to joining the Institute, Deanna worked at Wheaton Franciscan Healthcare, beginning her career as a respiratory therapist and holding a variety of leadership roles focusing on patient experience, strategic planning, operations, organization development, learning strategy and solution deployment. She holds a Master of Arts in education and instructional design. 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
Director, 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.


Natalie McKay
Marketing Manager

Natalie brings her communications experience and organizational skills to the team by providing marketing and membership support to The Beryl Institute’s programs and events. She plays a vital role in media relations, assisting event logistics coordination, analyzing membership reporting, maintaining website content and monitoring social media. She comes from a background in community outreach, program development and grant writing in her prior position as community health assistant coordinator for the last three years. She is passionate about helping others and is committed to spreading The Beryl Institute’s vision on improving the patient experience in healthcare. She holds a Bachelor’s Degree in Strategic Communication from Oklahoma Baptist University and lives in the DFW metroplex with her husband, Heath. She has a love for cooking, blogging and enjoys spending time with her friends and family.


Stephanie Warren
Learning and Professional Development Coordinator

Stephanie offers support and coordination to the educational programs of The Beryl Institute. She brings with her nearly a decade of experience in healthcare learning and professional development, having worked in the fields of residential care, inpatient and residential behavioral health and inpatient and ambulatory medical/surgical care. She is passionate about the improvement of patient experience in healthcare, and is excited to support the mission of The Beryl Institute. Stephanie is currently pursuing her Bachelor of Arts in Communication at Alverno College in Milwaukee, Wisconsin. In her spare time, she enjoys cooking and crocheting, and loves spending time with her nieces and nephew.


Jessica Barker
Executive Assistant; Coordinator

Jessica provides administrative support to the team and serves as an executive assistant to Jason Wolf. She has over 15 years of experience working in the healthcare field, most recently as a patient health educator in her previous position. She is committed to spreading The Beryl Institute’s vision on improving the patient experience in healthcare. She holds a Master’s Degree in Community Health Education from Ball State University and lives in Indiana with her husband Ryan, son and their three dogs. She has a love for cooking, photography and enjoys spending time with her family.


Geoffrey Silvera
Associate Editor, Patient Experience Journal

Geoffrey believes in the power and influence of healthcare executives to positively impact patient experiences. As a healthcare management scholar with professional experience in hospital and physician practice settings, Geoffrey has seen the influence and import of the patient experience grow firsthand from a tangential consideration to a central focus in the evaluation of health care service quality. In his role as Associate Editor of the Patient Experience Journal, Geoffrey has had the opportunity to contribute in establishing the field of patient experience alongside some of the greatest patient experience scholars and practitioners in the world. Geoffrey is an Assistant Professor at Auburn University’s Health Administration Program in the Department of Political Science in Auburn, AL. He received a B.S. and M.H.A at the University of Florida and a Ph.D. in Health Policy and Administration from Pennsylvania State University. When not working, Geoffrey enjoys spending time with his family.


Jason Armour
Creative Director

Jason designs and produces creative projects for The Beryl Institute, from publications, videos, infographics, logos, videos, web design and development. For eleven years, he served as Creative Director for a group of small businesses. In 2012 he started Armour Creative, his own creative services and solutions business. Jason is passionate about corporate culture and is a co-author of Smile Guide: Employee Perspectives on Culture, Loyalty, and Profit, has spoken on a panel about customer service at Inc. 500|5000, and his corporate-culture videos have been featured in the Wall Street Journal. Jason loves to travel the world with his lady, typically backpacking or camping, and making it up as they go along.


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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