178: Leadership and the Patient Experience with Tracy Courtney, UPMC

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

4.9 • 113 Ratings

🗓️ 28 September 2021

⏱️ 21 minutes

🔗️ Recording | iTunes | RSS

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Summary

Today we’re going to talk about leadership, employee, and patient experience in the healthcare space, and how the healthcare space poses unique challenges and opportunities in these areas. To help me discuss this topic, I’d like to welcome Tracy Courtney, Director of UPMC Experience/Project Management at UPMC International Training Site.

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Transcript

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0:00.0	Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer
0:06.4	employee experience, organizational and workforce transformation, and how business can adapt and
0:11.5	continually improve at an Agile age. The Agile World podcast is brought to you by tech systems,
0:17.0	an industry leader in full stack technology services, talent services, and real world application.
0:22.8	For more information, go to techsystems.com. To read more about the topics discussed in the show,
0:28.5	you can go to my website at theagile.world and read my latest articles or get a copy of my latest
0:33.6	book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom,
0:39.2	and I'm the host of the Agile World podcast. Today we're going to talk about leadership,
0:43.6	employee, and patient experience in the healthcare space, and how the healthcare space poses unique
0:49.4	challenges and opportunities in these areas. To help me discuss this topic, I'd like to welcome
0:54.4	Tracy Courtney, Director of UPMC Experience and Project Management at UPMC International
1:00.4	Training Site. Tracy, welcome to the show. Thank you, Greg, for having me today.
1:06.8	Yeah, absolutely. Looking forward to talking with you about these important topics. So let's get
1:12.4	started by talking a little bit about your current role at UPMC. So just to introduce everything,
1:19.2	why don't you give a little background on what UPMC is, what you do there, and just where
1:25.7	UPMC, how it differentiates itself in the space. Well, UPMC is a world class healthcare system.
1:34.8	We have domestic hospitals and spaces in New York, Western Maryland, and in Pennsylvania.
1:42.9	And additionally, we have a presence in Ireland, Italy, and starting in China in 2023.
1:52.6	So, but we're a healthcare system that provides quality care. Our mission is to provide
2:00.2	patient experience that is world class, employee engagement, and leadership development.
2:06.7	My piece in UPMC, my role is I'm the Director of UPMC Experience and Project Management for
2:14.8	the International Division. I'm also involved domestically, as well as providing support for what
	...

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