Sven Gierlinger

Chief Experience Officer
Northwell Health

With a focus on providing exceptional customer service and delivering the highest quality care, Mr. Gierlinger is responsible for building an engaging, innovative and collaborative culture that drives organizational growth and customer loyalty through the customer experience.
He came to Northwell Health from the Henry Ford Health System in Detroit where he served as vice president, hospitality and service culture, responsible for creating a superior and consistent service experience for patients, visitors and employees. Mr. Gierlinger worked closely with leadership to drive culture change around improving the customer experience in every encounter across the system. Prior to that, he was administrator, hospitality services, for Henry Ford West Bloomfield Hospital, responsible for all aspects of non-clinical operations, the Wellness & Integrative Health Center, retail shops and café, and the customer experience.
Mr. Gierlinger began his career in the luxury hotel business, holding a series of leadership positions with the Ritz-Carlton Hotel Company. He played a key role in the openings of several Ritz-Carlton hotels in Germany, Japan, Indonesia and the US, responsible for executing and implementing Ritz-Carlton service standards, training staff, and leading teams of trainers.
Mr. Gierlinger is a member of the Association of Patient Experience, The Leader’s Board for Service Excellence, and The Beryl Institute.
He received a bachelor’s degree in hospitality business administration from the Bavaria Hotel Management Academy, Altoetting, Germany.

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

Download The Latest Agenda

Patient and Employee Engagement

Sunday, June 12th, 2016

08:45 Keynote: The Synergistic Relationship: Patient Experience and Employee Engagement

It is not a secret that a strong correlation between employee engagement and customer satisfaction exists. We have all heard the widely known formula at some point in our careers: “Happy employees = happy customers”. However what comes first? Does it matter? The reality is that they are both intrinsically linked.
Hear about how Northwell Health’s enterprise wide patient experience strategy is closely aligned with the efforts to improve employee engagement. Sven Gierlinger will share lessons learned along the way and how the collaborative strategy is impacting the results.

Learning objectives:
• See how Northwell Health analyzed and correlated employee engagement and patient satisfaction data
• Understand the value of an aligned experience and engagement strategy and the resulting synergies
• Learn specific strategies Northwell Health deployed to impact employee engagement and patient satisfaction

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