November 2013 MEMBER SPOTLIGHT
Gerardo De Leon
Manager, Concierge Services
Harris Health System - Ben Taub General Hospital
As the Manager of Concierge Services, Gerardo, along with a counterpart, oversees program development and strategic planning for the Concierge Services function and coordinates special projects and reports as it relates to the program. As part of his role, he identifies customer service opportunities and develops initiatives geared towards enhancing the patient experience. Gerardo believes that staying abreast of issues regarding access to service and partnering with appropriate parties on process improvement is key to the scope and overall influence on the patient experience.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
As a caregiver of Harris Health System, I believe I distinctively contribute to the big picture of serving those that are ill and partnering with other caregivers that are strategically advocating for the well-being of those we serve - our patients. My passion to serve our patient population, combined with my patient experiences, education and involvement with internal and external customers and networks (professional organizations such as The Beryl Institute, TAPS, SHCA, ACHE) has undoubtedly increased my awareness, visibility and knowledge of what it is to deliver the patient experience in my current career as a medical Concierge Manager.
I have countless opportunities to create world-class patient experiences. My work matters, and I trust that I am making a difference as a caregiver.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Population needs continue to grow and/or evolve. Budget constraints that impact creative processes and flow to impact patient influences. Also, I think just being able to be a change agent that produces outcomes that make a difference in the lives we serve.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
I believe the manner in which we conduct healthcare business will evolve more towards the patient-centered approach. Competencies will also require more compassion and recruiting caregivers for clinical and non-clinical staff.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I enjoy being at home; I am also becoming an excellent tennis player. This year I am working on exercising more consistently. Aside from professional goals, I also am working on personal goals. I do enjoy travel and a movie from Red Box. I am creating more time for reading as well.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I do believe The Beryl Institute has enormous potential to impact healthcare, frontline, management and C-suite. I believe healthcare is really about doing what is right for patients that are ill and seeking to be made well. Yes, it is a business as well; however, I think that the Institute gets the full picture that healthcare is about humanity, dignity, respect, compassion and competent individuals helping those in need. I feel honored to be learning from such a great group of intelligent individuals. In a nutshell, I believe that The Beryl Institute shares similar values to healthcare and the manner in which it should be delivered.