Chief Experience Officer
Pierre Pham is Chief Experience Officer at NYC Health + Hospitals/Elmhurst.
In this role, Pierre drives and fosters a culture of patient and family centered care and service excellence, while improving patient & family experience across NYC Health + Hospitals/Elmhurst. He provides strategic direction and leadership working in partnership with all departments across the organization to assess and communicate performance expectations about the patient experience. Pierre also oversees the Patient Relations department as well as the Volunteer Services department.
He is accountable for supporting and managing organizational needs, as well as the design, implementation and evaluation of patient experience programs that facilitate the professional development and continuous learning of all associates and providers. And ultimately tasked to translate the concepts of service excellence, patient experience and patient relations into actionable behaviors.
Prior to entering the healthcare industry, Pierre – originally from Belgium – spent 18 years in the hotel and hospitality industry with several leadership experience at several hotel organizations within Europe; as well as at Starwood Hotels and Resorts worldwide headquarter in White Plains, NY and Stamford, CT – where he became a Six Sigma Black Belt and led the Global Brand Assurance team.
He has a Bachelor of Science in International Hospitality Management from the Ecole Hoteliere de Lausanne, Switzerland and relocated to the US after completing his Master in Business Administration at Solvay Business School in Brussels. In addition, Pierre has an Executive Education Certificate from Stanford Graduate School of Business on Leading Change and Organizational Renewal.