Colleen McCrory, MBA, FACHE
With over 19 years of progressive healthcare experience, Colleen’s energy and enthusiasm for leadership development within healthcare organizations is evident through her effervescent personality and infectious coaching techniques. Her coaching has proven successful with all levels of leaders within various hospitals from small critical-access to large national healthcare systems. Colleen’s coaching and speaking style challenges the audience to think differently about how they approach their roles as leaders, patient experience advocates and change-makers within their organizations. As past audiences have shared, Colleen’s signature presence when speaking is an equal balance of humor, leadership theory and tactical application.
Professional Experience
Colleen joined Studer Group initially in 2011 as a healthcare coach. Shen then returned in 2016 after serving as the chief experience officer for the nation’s ninth-largest public hospital, Broward Health Medical Center. During her tenure, she led the patient and family-centered care model encompassing patient satisfaction, patient advocacy, complaint and compliment management, volunteer services, concierge services and overall customer service. Colleen served as the key subject matter expert and advisor to the CEO in improvement initiatives surrounding valuebased purchasing and HCAHPS performance, evidence-based leadership, employee engagement and physician satisfaction. Her quick results and ability to influence organizational culture led to an interim role as chief operating officer for the 1.2M square-foot facility with over 750 beds and ADC average daily census of 525. Later that year, Colleen was recognized by the South Florida Business and Wealth Magazine as an “Up and Comer in Healthcare” in 2015.
Signature Engagements
- Increased overall employee-engagement from 65th percentile to 75th percentile in one year
- Increased value-based purchasing HCAHPS composites from bottom-decile performance to 50th percentile within six months. Achieved 75th percentile in two composites
- Received Avatar “Most Improved” award for three HCAHPS composites
- Decreased turnaround time for patient transports by 30 percent
- Streamlined system-wide approach to resolution of complaints and grievances within all four hospitals
- Improved value-based purchasing patient satisfaction in 13 of 13 partners – 87 percent of HCAHPS composites up from baseline measure
- Tracked and measured return on investment of partners, achieved results of over $12 million in annual savings for 13 partner hospitals
Education and Certifications
- Master of Business Administration, Mercer University
- Bachelor of Arts, Biology and Communication, Mercer University
Professional Associations
- Fellow, American College of Healthcare Executives (FACHE)
- Board Member, College of Liberal Arts, Mercer University
- Member, Rotary Club of Ft. Lauderdale
- Member, Young Presidents Club, Broward Health Medical Center Foundation
- Past President, Peachtree Toastmasters, Toastmasters International
