Claudine Cangiano

Senior Director
Northwell Health

In the role of senior director, Ms. Cangiano leads patient experience measurement operations, reporting and performance improvement across the Northwell Health enterprise. Under her direction, the patient experience analytics and performance improvement team is utilizing patient feedback to understand what defines and drives customer experiences. In addition, Ms. Cangiano is responsible for identifying, developing and implementing technology solutions and supporting processes that enhance patient and customer experience.

Previously, Ms. Cangiano led the development of Northwell’s workforce engagement measurement methodology and strategy. As a Talent leader, she worked on large scale transformation efforts including leader development and performance management.

Additional roles at Northwell include director of Health System Operations and program manager for System Orthopedic Services. Prior to her time at Northwell, Ms. Cangiano worked for 10 years in behavioral health settings in clinical, research and administrative capacities.

Ms. Cangiano received her BA in psychology from Georgetown University, her MS in psychology from Saint Louis University, and her MPH with a concentration in health services management through the executive program at the Columbia University Mailman School of Public Health.

Check out the incredible speaker line-up to see who will be joining Claudine.

Download The Latest Agenda

Patient and Employee Engagement

Sunday, June 12th, 2016

11:40 Keynote: The Value Of Leadership Engagement In Rounding

To ensure patient needs are being met and improvements are made to enhance the patient experience, leadership from all facets of an organization must be engaged in the patient's journey. Join representatives from Northwell Health and CipherHealth and discover how Northwell achieved success by engaging leaders in the rounding process while leveraging technology to drive positive change.

Key Takeaways:
• Learn how to gain leadership buy-in to the rounding process
• Understand how technology can enhance processes and help drive rapid improvements
• See how to demonstrate the value of leadership engagement in rounding

16:10 PX Leaders Champagne Roundtable Discussions

Potential Topics
1. Surviving the omni-channel explosion
Moderator: Keith Taylor, Director of Customer Experience Management, PTP
2. The value of leadership engagement in rounding
Moderators: Sven Gierlinger, Chief Experience Officer, Northwell Health

Claudine Cangiano, Senior Director, Northwell Health
Shawn Lemerise, VP, Business Development, CipherHealth
3. Powerful leadership rounding strategies

Moderator: Christine Cunningham, Administrative Director, Office of Patient Experience, Stanford Children’s Health
4. Shared Decision Making—Lessons Learned

5. Getting beyond vouchers—effective service recovery strategies
Moderator: Lynn Charbonneau, Director, Patient Experience, Northside Hospital, HCA West Florida Division

6. Creative tools for managing high risk patient/family situations

Moderator: Mark Mendelow, Director, Patient and Family Relations, Seattle Children's Hospital
7. Tips for effective physician and nurse rounding

Moderator: Natalia Cineas, DNP, RN, NEA-BC, Adjunct Faculty, Practice Leadership & Quality, Columbia University School of Nursing, Senior Director of Nursing, Patient Care Services, Mount Sinai St. Luke’s, Mount Sinai Roosevelt
8. How do you integrate translation and interpreter services into PX?

Moderator: Christine Cassisi, Director, Patient Experience of Care, Shands Hospital, University of Florida
9. Capturing voice of the patient
Moderator: Jade Hewitt, Patient Experience Coach, Johns Hopkins Health System
10. From generalist to specialist: fitting your PX model to the type of provider
Moderator: Peggy Greco, Clinical Psychologist and Physician Consultant, Nemours Children’s Health System
11. Real or Ideal? Incorporating The “Real” Employee Narrative Into Your Patient Journey Map
Moderators: Joan Melgaard, Founder, Writer, Chief Experience Strategist, Ethnopraxis
Jean Marie Johnson, Writer, Facilitator, and Senior Experience Strategist, Ethnopraxis