Lisa Drumbore is a skilled Chief Patient Experience Officer with a distinguished background in the consumer and healthcare industry. Emotionally intelligent and brand savvy, she leads with heart and a unique blend of strategy and creativity. Lisa is a high-performing servant leader and passionate champion for re-imagining the customer experience, aligning brand and culture, amplifying the voice of the customer, and implementing compelling, sustainable and competitive results.
Lisa possesses a broad range of consumer and healthcare experience with special expertise in development and introduction of customer satisfaction best practices; service excellence process improvement tools; leadership development; and marketing communications strategies. She is an effective advisor to the C-Suite on service improvement strategies; employee and physician engagement; consumer perception; branding; and marketing. Lisa is a demonstrated agent-of-change with an ability to inspire others, while producing exceptional results. Strengths include a focus on total customer loyalty (patient, employee, and physician); innovative measurement techniques; guest relations; coaching of leaders and staff; process management; crisis communications; complaint management; creative resolution of issues; and balanced scorecard goal development.
Lisa began her career in New York City working for a well-regarded Marketing and Advertising agency. She transitioned to health care in the mid-90s, working in a number of hospitals and systems including Raritan Bay Medical Center and CentraState Healthcare System. In 2001, she became the first Director of Service Excellence in New Jersey and spearheaded Saint Peter’s Healthcare System’s consumer-centric focus to drive effective business strategies. Her experience at Saint Peter’s also drove her passion for leadership development.
Lisa is a proven leader. In addition to her consumer and health care experience, she has been invited to present at numerous events, such as the Press Ganey and Jackson Organization client conferences, as well as the Society for Healthcare Strategy & Market Development. Her passion speaks volumes on such topics as leadership, culture, accountability, executing strategy, and managing change. Lisa also serves on the Board of Directors for the Middlesex County Chamber of Commerce; and served as the Past President of the New Jersey Public Relations & Marketing Association. She received her Bachelor of Arts in Communication and Political Science from the University of Pittsburgh and attended graduate school at The University of Illinois, Champaign-Urbana. She holds a Mini-MBA in Strategic Healthcare Management from Rutgers Graduate Business School.