Jennifer Carron

Jennifer Carron is a proven expert and award-winning industry leader in healthcare experience strategy. As the Patient Experience Officer for BJC HealthCare and a Certified Patient Experience Professional, she has over 18 years of experience in service design and delivery.  Jennifer currently serves as the subject matter expert for consumer and patient experience, with contemporary thinking towards innovative programs to deliver a personalized, equitable, high value, low friction experience. Her previous leadership roles include System Ambulatory Patient Experience Executive Director at UnityPoint Health, Director of Finance and Development at the Air Force Enlisted Village, Administrator at the Hawthorn House and she is a proud US Air Force Veteran.  Her successful track record includes year over year organization and provider awards in both provider practice development and growth, improved CAHPS, NPS and overall quality, safety, and experience outcomes.

Having over 28 years of leadership experience she is passionate about experience engineering, experience ecosystem harmony and leading teams in continuous improvement of service excellence.  She coauthored papers such as The Human Experience Imperative: Practical Insights for Executives on Organizational Strategy, Structure, and Impact and Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare https://pxjournal.org/journal/vol11/iss1/3/. She’s been a featured guest on Scott Becker’s Becker’s Hospital Review, Nick Glimsdahl’s Press 1 For Nick XC, and Jason Wolf’s To Care is Human.

She is a human experience innovator and an active member of state, national and international organizations and boards. She’s an editorial leader at the Journal of Patient Experience, and an active administrative leader at the Center for Perioperative Mental Health where they develop personalized pathways for patient-centered, perioperative care to optimize brain health. She is looked to as one of the top leaders in the field of human experience engineering and has spoken at numerous conferences to include The Institute for Healthcare Improvement Safety Congress, The Beryl Institute Annual Elevate Conference, Missouri Health Association Excellence in Clinical Quality Conference, Advancing Healthcare Through Digital Transformation Summit, The Healthcare Financial Management Association Annual Conference, the American Irish Medical Summit and more. 

In 2022 Jennifer received the PRC National Healthcare Leadership Award for her success in leading the improvement and sustainment of top decile performance in healthcare experience delivery. As a communication coach, and a fire starter, Jennifer inspires a culture of service excellence, hospitality, ownership, and results across the globe.

As a recovering college professor of healthcare analytics, Jennifer loves giving back to the Saint Louis Community where she coaches club volleyball and thoroughly enjoys growing young female athletes to become strong, human centric, future leaders. When not working she unwinds by spending her time outdoors golfing, playing volleyball and cycling with her husband.