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Reinventing Customer Service in Healthcare: Lessons Learned from the Best

Thursday, October 21, 2021 @ 11:30 am - 1:00 pm

This panel has been approved for 1.5 ACHE Face-to-Face Education Credits.

Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.

Join us for this educational panel, which will feature the following panelists:


Felixia Colón
Senior Vice President and Group Operating Officer
SCP Health

Megan Chavez, MS, FACHE, CPXP
Vice President of the Patient, Family and Health Plan Member Experience
Cook Children’s Health Care System

Kathi Cox
SVP, Integrated Experience
Texas Health

Alexandra Cohen
Chief Product Officer

Stephanie Wells
Director of Patient Experience
Methodist Health System




Speakers Bios:



As Vice President of the Patient, Family and Health Plan Member Experience at one of the largest freestanding pediatric systems in the country, Megan Chavez leads Cook Children’s Health Care System’s experience efforts as a passionate champion of bettering the human experience and preventing emotional harm.

For more than 20 years, she has served as an experience leader and advisor to several nationally top-ranked, large healthcare systems across the country designing and leading organizational change, high performance cultures and experience excellence.

As a wife, mom of three and the primary caregiver of a chronically ill parent for 20 years, she is also personally driven by what our patients and families experience and the opportunity to make care and caring better.


Felixia Colón, a native of Jacksonville, FL, brings over 20 years of healthcare experience to her role as a Senior Vice President and Group Operating Officer with SCP Health. Ms. Colón leads SCP Health’s robust Emergency Medicine, Hospital Medicine, and Critical Care Medicine Practice Management services. Ms. Colón is also responsible for deploying Telehealth Solutions and overseeing eHealth implementation across the company’s core services for hospitals and health systems. She maintains oversight and overall accountability for her clients’ clinical performance, quality care, operational excellence, and financial stability.

Ms. Colón has served in various roles in the healthcare field. Her background includes development of a physician outreach program with a major health insurance carrier, managing multi-specialty and multi-site physician practices in emergency medicine, academic hospital medicine programs, private hospital medicine programs, transitional care medicine, eHealth/TeleNocturnist programs, and post-acute practices (SNFs/LTACs).

Ms. Colón formerly served as Senior Vice President for one of the largest independent physician practices in Texas. While there, she was responsible for the oversight of the company’s operations, contracting, business development, marketing, recruiting, and healthcare payment reform programs, which included CMS’ Bundled Payment Care Initiative (BPCI) Program.

A graduate of Nova Southeastern University, Ms. Colón holds a Master of Business Administration, with a concentration in Management. She earned a Bachelor of Health Administration from the University of North Florida. She is also a Fellow and active member of the American College of Healthcare Executives (ACHE). She holds an elected Board of Directors position with the North Texas Chapter of ACHE and served previously as Vice-Chair for the Diversity & Inclusion Committee.


Alexandra Cohen is the Chief Product Officer at HeyRenee. She is an MPA and MBA-educated leader with 20 years of experience working on innovative solutions within the healthcare, insurance, and online advertising industries. Strong data strategy and management experience. Strong leadership, strategy, system architecture, product management and operations expertise. Known for innovative process development, ability to translate between technical and non-technical stakeholders, agility in navigating organizational complexities and skill in evaluating potential projects and solutions.



Kathi Cox is the Senior Vice President of Integrated Experience at Texas Health Resources.  Kathi has worked in a variety of roles at Texas Health for over 28 years including hospital operations, information technology and patient and family experience.  This diverse background has provided her a wealth of knowledge across the continuum of care that has been paramount to her current work which is to provide a seamless experience for consumers across the Texas Health ecosystem.  Kathi is a graduate of the University of Texas at Austin and holds an MBA from Western Governors University.  In her spare time you will find her playing board games with friends, smoking meat or in the fall cheering on her Texas Longhorns or Dallas Cowboys.




Stephanie Wells servers as the Director of Patient Experience at Methodist Health System. Stephanie leads the survey strategy, analyzing and reporting of patient experience data, the implementation and execution of patient experience initiatives, as well as the evaluation and sustainment of patient experience best practices.

Stephanie spent the first ten years of her career as a critical care nurse after receiving a BS in Nursing from Texas Tech University Health Sciences Center. Stephanie’s experience as a nurse inspired her passion for improving the experiences that patients have in healthcare. She received a MS in Nursing Leadership and Innovation from Baylor University which lead to an opportunity to work in Patient Experience at MHS.

Stephanie lives in Lucas with her husband of thirteen years and two boys, 4 and 7 years old. She enjoys wake surfing in the summer and attending her kid’s football and soccer games.





ACHE of North Texas
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