President & CEO
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. Jason has led the growth of The Beryl Institute into the leading global community of practice and thought leader on improving the patient experience, establishing the framework for the emerging profession of patient experience. 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. 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 50 white papers and articles on patient experience excellence and improvement. Jason also received the American College of Healthcare Executives (ACHE) 2018 Dean Conley Award for his article "Patient Experience: The New Heart of Healthcare Leadership," published in the spring 2017 issue of Frontiers of Health Services Management. 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, CPXP
Senior Vice President & COO
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.
Rina serves at the central support for the executive leadership team at The Beryl Institute. She is involved from critical administrative needs to special projects. She loves all things logistically and has a passion for keeping people and schedules on time and organized. She brings 27 years of experience from a variety of corporations with a history in financial and insurance companies. Rina holds a bachelor’s degree in Business from Murray State University. In her spare time, you can find her traveling with her husband, Mike, reading a good book, cooking, or enjoying an art museum. She remains active in a variety of nonprofit organizations including her college sorority alumnae chapter.
Michelle Garrison, CPXP
Senior Director, Membership
Michelle leads the member experience efforts at the Institute. She builds relationships with members to meet their needs and strives to deliver the best service experience at all touch points while recommending resources to support their patient experience improvement efforts. In addition, she manages, PX Connect, an online community designed offer a forum for exchanging ideas around patient experience, service excellence, patient and family engagement and patient advocacy. Michelle comes from a background in customer service and finance. She holds a Bachelor’s degree from Texas Woman’s University and lives in Grapevine, TX with her husband Thomas, and her children, Elise and Caleb. She is an avid reader and has a love of travel.
Community Experience Coordinator
Lindsay is the first point of contact for the community, focusing on effective interactions and acknowledgement for members and non-members. She aims to provide ample information and assistance to the community in regard to the numerous resources The Beryl Institute has to offer. Lindsay provides support for her fellow team members in membership data, technical assistance, and member and non-member inquiries. She believes the human experience begins at the first moments of interaction and is committed to improving the patient experience, by providing a leading example of care and commitment. Prior to joining the Institute, she was an Executive Assistant for a private residence in Silicon Valley, and managed membership processes and financial data for a fitness organization. Lindsay is a student at The University of Texas at Arlington College of Nursing and Health Innovation, currently working towards her Bachelor’s degree in Public Health. She lives in Dallas, Texas with her husband, Justin, and their dog, Boomer. Her favorite pastimes include reading, trips to the local dog park, and trying new restaurants.
Deanna Frings, MS Ed, CPXP
Vice President, 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, 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.
Manager, Learning & Professional Development
Becky provides support for The Beryl Institute’s educational events and learning offerings. She ensures that members and guests have the information needed to navigate the Body of Knowledge Courses, webinars and topic calls. Through coordination of learning and professional development programs, she is committed to improving the patient experience by means of collaboration and shared knowledge. Prior to joining the Institute, she spent seven years working for a professional membership association providing education, fellowship and career development for long-term care leaders. She holds a Bachelor’s degree in marketing and sociology from the University of Notre Dame. Becky lives in Cleveland, Ohio and enjoys spending time with her husband, Alan and her three children, Caylie, Cody and Steven.
Peggy Niemer, JD, MBA, CPXP
Learning and Professional Development Faculty
Peggy brings patient experience enthusiasm and culture building knowledge. She works with and supports The Beryl Institute as a faculty member, facilitating virtual classroom sessions, topic calls and workshops, and is also the owner of the consulting firm of Kenwood & Wells, LLC.
Peggy has over 25 years of human capital experience including senior roles at GE Healthcare and serving 16 years as the senior HR VP for Children's Hospital of Wisconsin, consistently recognized as a great place to work.
Peggy has a law degree from University of Wisconsin – Madison as well as an MBA (MM) from the Kellogg School of Business at Northwestern University. She holds an undergraduate degree from University of Wisconsin - Milwaukee. She is married with two grown children and enjoys walks with her puppy, Bailey.
Diane Rogers, CPXP
Learning and Professional Development Faculty
Diane works with and supports The Beryl Institute as a faculty member, facilitating virtual classroom sessions, topic calls and workshops. She is also Founder and President of Contagious Change, LLC, assisting healthcare organizations to achieve new potentials. Specializing in improving the healthcare experience, she works with clients to tailor programs and improvement initiatives. As a certified professional coach, she also is the co-developer of The hArt of Medicine®, a program designed to engage the clinician in creating therapeutic relationships and improving their communication and empathy skills through a unique experiential learning approach.
Diane believes that ‘everyone has the capacity to change a world’. Whether the world is the physical space that we occupy or a moment in an individual's life; we all have the ability to create a positive energy that brings about an amazing change.
Natalie leads the planning and execution of all in-person events hosted by The Beryl Institute to ensure delivery of innovative programs that connect, inspire and educate the patient experience community. She is responsible for all aspects of annual Patient Experience Conference and Regional PX Pop-Up events, ensuring they continue to be an innovative and collaborative event providing opportunities for learning and connections for members and guests. In addition, she also manages in-person meetings and other events annually including identification of host sites, budget management and program planning and execution. Natalie comes from a background in community outreach, program development and marketing communications. She is passionate about helping others, creating memorable experiences and is committed to spreading The Beryl Institute’s mission 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), daughter (Kennedy) and the most spoiled mini goldendoodle (Chief). She has a love for community volunteering, cooking, pop culture, game nights and enjoys spending time with her friends and family.
Russell leads the partner development efforts for The Beryl Institute. With over 15 years of business development experience within the healthcare software vendor community, he brings firsthand knowledge from the solution provider side to help deliver the best experience for the partner network. His focus is to grow the partner network through finding solution providers with impactful voices that will help continue to support the patient experience movement. Prior to joining the Institute, Russell worked for Navicure (now WayStar) and CompuGroup Medical leading their channel partner growth for revenue cycle management platforms. Russell graduated from the University of North Carolina at Wilmington with a bachelor’s degree in marketing. Residing in Wilmington, he enjoys tennis, golf, live concerts, living on the coast, and going on adventures with his chocolate lab, Coda.
Tiffany Christensen, CPXP
Vice President, Experience Innovation
As Vice President, Experience Innovation, Tiffany serves as a focused innovator through speaking engagements, identifying opportunities for innovation and evolving the scope of the Institute's offerings. She brings her unique perspective and strategic thinking as both a life-long cystic fibrosis patient having received two double lung transplants and a professional patient advocate. In joining the Institute team, she is eager to contribute her patient experience knowledge to establish and integrate creative insights, ultimately enhancing its unwavering commitment to the human experience.
Emily brings her varied marketing knowledge to The Beryl Institute, managing marketing outreach, campaigns and strategy. She began her career in marketing at a corporate consulting firm in Washington D.C. and has continued to hone the skills of branding, writing and social media tactics. Her mission is to help the organization continue to be the industry leader in patient experience and to ensure that the community of members is well versed in all offerings and resources. Emily holds a Bachelor of Science in Human Organizational Development from Vanderbilt University. During her time off, Emily loves to travel, bake, and go on hikes with her husband and Goldendoodle, Tallulah.
Project Manager, Marketing
Lauren brings her marketing experience to The Beryl Institute assisting with the coordination and development of marketing projects and campaigns to support the promotion and outreach of The Beryl Institute’s departments. Her efforts ensure a quality experience for our community, working to consistently reinforce The Beryl Institute’s mission and values. Lauren is passionate about people and is committed to serving others through her dedication to improve the patient experience. Lauren holds a Bachelor of Business Administration in Marketing from Texas A&M University. In her spare time, Lauren loves long walks and spending simple quality time with her family, including her husband, Bryan and daughter Ryan.
Terri Ipsen, CPXP
Terri brings a professional background in Human Resources and extensive experience as an Executive Assistant to her role at The Beryl Institute. Her energy and high standards for managing administrative functions ensure operations are streamlined, allowing leadership greater opportunity to focus on developing partnerships, resources and programs to contribute to patient experience efforts globally. Terri is a Certified Patient Experience Professional (CPXP) dedicated to the patient experience movement. Her background includes experience in hospital staff education on the principles of patient- & family-centered care. She holds a Bachelor’s degree in Organizational Management from Palm Beach Atlantic University and lives in Palm Beach Gardens, Florida. In addition to her passion for improving patient care, Terri is dedicated to her faith community and has shared her talents and gift of music to the church for over twenty years. She is a skilled piano accompanist and has supported a variety of church choirs at her home parishes in Pennsylvania, California and Florida.
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.
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.