Elevate Care

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Oct 2026

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Elevate Care Podcast delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show: https://www.amnhealthcare.com/campaign/elevate-care-podcast/

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October 20, 202636 min

Beyond the Shortage: Building Equitable Speech-Language Services in Schools with Laci Hathcock from Denver Public Schools

Workforce shortages are forcing school districts across the country to rethink how they deliver speech-language and related services. In this episode of Elevate Care, host Kerry Perez talks with Laci Hathcock, M.S., CCC-SLP, Manager of the Speech/Language Department at Denver Public Schools, and Kristin Preuss, M.A., CCC-SLP, Senior Director of Teletherapy at AMN Healthcare, about what it really takes to deliver equitable care when demand outpaces supply. Laci shares how Denver Public Schools builds equity into every layer of its program, from workload calculators to individualized IEPs to a senior-lead coaching structure that supports contract and direct-hire clinicians alike. Kristin brings the national perspective, explaining why teletherapy has become a vital tool for closing service gaps and what districts need in place to make virtual care succeed. Together, they offer a candid, practical look at how equity, workforce strategy, and quality care intersect in today's schools. Learn more about School Staffing Solutions Key Takeaways · Equitable access means individualized goals and flexible service models, not a one-size-fits-all approach. · A senior-lead coaching structure helps school districts maintain consistent quality across contract and direct-hire clinicians. · Contract clinicians, especially travelers, bring valuable cross-district knowledge of student rights and best practices. · Teletherapy works best when paired with the right technology, trained support staff, and buy-in from on-site teams. · Treating all clinicians as part of the school community, regardless of employment type, improves retention and continuity of care for students. · Strong staffing partnerships rely on open communication, flexibility, and a willingness to problem-solve together. Chapters 00:00 – Introduction to equitable access in schools 01:11 – Meet Laci Hathcock and Kristin Preuss 04:22 – Defining equity within Denver Public Schools 07:47 – How a senior-lead structure supports quality care 10:07 – Why shortages affect rural and metro districts alike 15:03 – The evolving role of contract clinicians 18:03 – What to look for in a staffing partner 22:46 – Why consistent support matters for all clinicians 24;54 – Teletherapy as a tool for equity 32:04 – What makes virtual service delivery succeed 34:26 – Final advice for school leaders Meet the Guests Laci Hathcock, M.S., CCC-SLP is the Manager of the Speech/Language Department at Denver Public Schools, where she has worked since 2008, starting as a school-based speech therapist before moving into administration four years ago. She leads staffing, professional development, and student support efforts for one of the country's largest school districts, with a focus on equitable access, clinician support, and sustainable workforce systems. Kristin Preuss, M.A., CCC-SLP is the Senior Director of Teletherapy at AMN Healthcare. A speech-language pathologist since 2000, she transitioned into teletherapy in 2012, long before it became a mainstream service model, and has since worked with school districts nationwide to build flexible, sustainable related-service programs. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

October 6, 202635 min

Building Stronger Nursing Teams with Dr. Cody Legler of Atlantic Health

In this episode of the Elevate Care podcast, host Enderson Miranda speaks with Dr. Cody Legler, DNP, APRN, NEA-BC, FAONL, System Vice President and System Chief Nurse Executive at Atlantic Health. Drawing on more than 15 years of experience leading transformational change across major health systems, Dr. Legler shares how his career path shaped a leadership philosophy built on mentorship, organizational courage, and a genuine commitment to the people delivering care. Dr. Legler reflects on a career that began as a phlebotomist and grew into system-level nursing leadership—and the lessons that shaped him along the way. He speaks to the value of mentorship that reaches beyond healthcare, the strength that comes from reverse mentorship across generations, and why bold decisions—like pursuing a Pathway to Excellence designation during the pandemic—often build an organization's foundation rather than strain it. He also turns to the forces reshaping care delivery: evolving models of care, top-of-license practice, and the partnerships health systems are forming with workforce and technology partners to close access gaps. Throughout, one theme holds steady: that supporting nursing teams and building healthy work environments is inseparable from delivering better patient care. Key Takeaways · Mentorship works best when it's diverse. Dr. Legler recommends identifying three to five mentors over a career, including at least one or two from outside healthcare. · Reverse mentorship strengthens leadership. Learning from younger generations in the workforce helps leaders understand shifting priorities and build healthier work environments. · Bold decisions pay off. Choosing to pursue a Pathway to Excellence designation during the pandemic gave one organization a shared goal and a framework for moving forward together. · The model of care is shifting quickly. Technology, top-of-license practice, and new partnerships between employers and academic institutions will define nursing's next chapter. · Professional associations build lasting networks. Involvement in groups like the American Organization for Nursing Leadership creates a support system that pays forward across an entire career. · Workforce comes first, right after patients. A stable, supported nursing team is the foundation for consistent, high-quality patient care. Chapters 00:00 – Introduction to Nurse Leadership and Workforce Priorities 02:09 – Cody Legler's Path from Phlebotomist to Chief Nurse Executive 05:34 – A Leadership Philosophy Built on Listening and Data 08:43 – The Power of Mentorship and Reverse Mentorship 11:06 – Why Nurse Leaders Need Perspective Beyond Healthcare 14:43 – Creating a Culture That Encourages Bold Decisions 16:48 – Real Examples: Pathway to Excellence During the Pandemic 20:43 – The Future Model of Care and Top-of-License Practice 25:03 – AI, Workforce Demographics, and the Next Decade of Nursing 29:37 – The Value of Professional Associations and Networking 32:31 – Advice for Aspiring Nurse Leaders 33:48 – Closing Thoughts on the Future of Nursing Meet Dr. Cody Legler Dr. Cody Legler, DNP, APRN, NEA-BC, FAONL, is the System Vice President and System Chief Nurse Executiver at Atlantic Health, a leading nonprofit health system headquartered in New Jersey. He brings more than 15 years of nursing leadership experience, including previous roles as Assistant Vice President and Chief Nursing Officer at Maimonides Health in New York, and Vice President and Chief Nursing Officer of Perioperative Services at MedStar Health. Alongside his system leadership work, Dr. Legler has spent over ten years in academia and currently serves as a Clinical Associate Professor at SUNY Downstate. He remains active in professional associations, including the American Organization for Nursing Leadership and the Maryland Organization for Nursing Leaders, where he previously served as president. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

September 29, 202632 min

Behind the Bell: How Schools Are Rethinking Behavioral Health Support with Veronica Gorgueiro

Behavioral health needs in schools are growing more complex, yet districts must address them with limited staffing and budgets. On this episode of Elevate Care, host Kerry Perez talks with Veronica Gorgueiro, Behavioral Program Manager at AMN Healthcare, about how schools are innovating to support both students and educators. Drawing on nearly 20 years as a school psychologist, Veronica highlights the connection between behavioral health and academic success while emphasizing why schools are uniquely positioned to help students build resilience beyond the classroom. Veronica shares practical strategies districts are using to stretch their resources, from adapting clinical models like applied behavior analysis to leveraging community partnerships, grants, and tailored staffing solutions. She also highlights the role of virtual therapy in expanding access to care and discusses sustainable approaches like the "train the trainer" model, which builds internal capacity for long-term support. For district leaders, her message is clear: there are effective, tailored solutions available, and seeking help is a proactive step toward strengthening support for students and staff alike. Key Takeaways · Behavioral health and academic success are deeply connected, with progress in one reinforcing the other. · Adapting clinical models like ABA therapy for schools means reshaping them to fit classroom settings rather than replicating one-on-one clinical environments. · Successful districts use community partnerships, grants, and flexible staffing to maximize limited behavioral health resources. · A "train the trainer" model enables behavior specialists to coach teachers and paraprofessionals, fostering long-term internal capacity. · Virtual therapy broadens access to care for students in remote or underserved areas while preserving the importance of in-person support where needed. · Effective behavioral health strategies should be customized to align with each district's unique strengths and challenges. Chapters 00:00 – Introduction to Behavioral Health in Schools 00:56 – Veronica's Path from School Psychology to Behavioral Health Leadership 03:07 – Why Behavioral Health Support Matters More Than Ever 04:38 – Top Challenges Districts Face Bringing Clinical Models into Schools 08:00 – What Effective Behavioral Health Support Looks Like 10:47 – Defining Good Student Outcomes in Behavioral Health 13:13 – How Teachers and Behavioral Specialists Collaborate 16:11 – Building Internal Capacity for Long-Term Sustainability 20:01 – How District Behavioral Health Programs Actually Get Started 22:05 – The Role and Reach of Virtual Therapy 28:01 – Combining Staffing, Training, and Technology for Flexible Support 30:36 – Final Thoughts: There Are Options for Every District Meet Veronica Gorgueiro Veronica Gorgueiro is Behavioral Program Manager at AMN Healthcare, where she works with school districts nationwide to design tailored behavioral health programs. A school psychologist by training, Veronica spent nearly 20 years working directly in schools across multiple states before moving into virtual therapy in 2017. Her background spans special education evaluations, applied behavior analysis, and telehealth service delivery, giving her a broad view of what districts need to support both students and staff. At AMN Healthcare, she partners with district administrators to close staffing gaps, expand training, and build behavioral health programs that grow with a district's evolving needs. Guest Resources: · Connect with Veronica Gorgueiro on LinkedIn · Learn more about AMN Healthcare's Behavioral Health Services Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

September 22, 202640 min

Building Allied Health Talent Pipelines: Lessons from MedStar Health's Workforce Academy with Dr. Hussein Tahan

Allied health workforce shortages—from surgical techs to respiratory therapists—carry real operational weight, yet they rarely get the attention they deserve. In this episode of Elevate Care, host Enderson Miranda speaks with Dr. Hussein Tahan, Chief Nursing Officer and System Vice President at MedStar Health, about how his team built an internal talent pipeline that has fundamentally changed how the organization approaches workforce strategy. Dr. Tahan traces the origin of the MedStar Academy from a single idea in the operating room to a multi-discipline program that has trained more than 400 associates, explaining how MedStar identifies priority roles, partners with community colleges to accelerate training, and provides wraparound support—childcare assistance, transportation help, and consistent check-ins—to keep learners on track. The conversation also explores how MedStar builds business cases with finance partners from day one, why wraparound support like childcare assistance and transportation help keeps learners on track, and how the calculus between contract labor, overtime, and internal training has shifted since the pandemic. For healthcare leaders working to make a similar case internally, this episode offers a clear, practical framework for pairing workforce investment with measurable outcomes. Key Takeaways · Allied health deserves equal attention to nursing in workforce strategy. Unlike nursing, allied health professions have historically not had access to contract labor as a bridge solution, making shortages in roles like surgical tech, sterile processing, and cardiovascular tech harder to absorb. · Internal talent development can outperform external recruitment. MedStar's academy started with 30 surgical tech trainees three years ago and has since expanded to sterile processing, cardiovascular tech, and CNA-to-patient care tech upskilling, training more than 400 associates in that pathway alone. · A strong business case requires precision, not estimates. MedStar builds ROI models directly with finance partners, using accurate wage comparisons instead of averages, to ensure committed cost reductions hold up during budget reviews. · Wraparound support drives program completion. Childcare assistance, transportation support, and frequent check-ins address the real-life barriers that keep working learners from finishing their training. · Contract labor strategy is not static. As wage dynamics shift, the calculation between agency labor, overtime, and internal staffing needs to be revisited regularly rather than treated as a one-time decision. · Retention starts with opportunity. Associates who move from entry-level roles into clinical career pathways show notable loyalty and engagement, translating workforce investment directly into retention outcomes. Chapters · 00:00 – Introduction to Allied Health Workforce Challenges · 01:47 – Dr. Tahan's Journey from Beirut to MedStar Health Leadership · 04:14 – Why Allied Health Needs More Attention Post-Pandemic · 06:38 – The Origin Story of the MedStar Academy · 08:16 – Expanding from Surgical Tech to Multiple Allied Health Roles · 11:08 – Building the Business Case with Finance Partners · 20:05 – Lessons Learned: Where to Start a Workforce Pipeline Program · 24:28 – Measuring ROI and Cost Savings Over Time · 28:12 – Partnering with Finance to Build Trust in the Numbers · 34:32 – Supporting Learners with Wraparound Services · 38:53 – Final Thoughts on Communication and Program Visibility Meet Dr. Hussein Tahan Dr. Hussein Tahan, PhD, RN, FAAN, FACHE, serves as Chief Nursing Officer and System Vice President for Nursing Professional Development, Workforce Management, and Academic Affairs at MedStar Health. His career began in Beirut, Lebanon, before he moved to the United States to work as an emergency room nurse, eventually building a leadership path through academic medical centers in New York and into system-level roles. At MedStar Health, a nine-billion-dollar health system serving Maryland, Washington, DC, and Northern Virginia, Dr. Tahan oversees workforce strategy for more than 35,000 associates, including over 10,500 clinical nurses and approximately 4,000 care associates. Under his leadership, MedStar developed the MedStar Academy, an internal training pipeline that has produced hundreds of newly credentialed allied health professionals while reducing reliance on contract labor. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

September 15, 202621 min

Closing the Gap: What AMN Healthcare's Workforce Outlook Survey Reveals About Leadership and Frontline Disconnect

A new survey of more than 4,000 healthcare professionals uncovered something more troubling than a staffing shortage: a widening gap between what leaders believe is happening in their organizations and what clinicians actually experience every day. In this episode of Elevate Care, host Kerry Perez talks with Tessa Misiaszek, President of Leadership and Advisory Solutions at AMN Healthcare, about the findings from AMN's 2026 Healthcare Workforce Outlook survey and the new Healthcare Workforce Outlook Index it introduces. Tessa unpacks why the index landed at just 38%, with none of its five underlying components exceeding 50%, and what that tells leaders about the need for integrated, organization-wide thinking rather than isolated fixes. The conversation covers the disconnect between finance leaders' confidence in workforce data and the reality of fragmented reporting, why 84% of healthcare workers feel underappreciated despite most wanting to stay in the profession, and why burnout, staffing shortages, and compensation need to be addressed as one interconnected system instead of three separate problems. Tessa and Kerry also discuss what future-ready healthcare leadership looks like as a generational shift reshapes the C-suite, how technology and AI should be evaluated through the lens of giving time back to clinicians, and why retention redesign may offer the greatest opportunity for healthcare organizations today. This episode offers healthcare executives a clear-eyed look at where the workforce truly stands, and a practical starting point for building a more resilient organization. Download the full report: AMN Healthcare Workforce Outlook Survey Key Takeaways · The Healthcare Workforce Outlook Index scored 38%, with none of its five sub-indices above 50%, signaling that workforce challenges span the whole organization rather than one department. · Sixty percent of finance leaders feel confident in their workforce reporting, yet only 48% have integrated workforce data, raising the risk of high-stakes decisions built on incomplete information. · Eighty-four percent of healthcare workers feel underappreciated, and while roughly 80% of nurses want to remain in the profession, one in two plan to leave their current employer within the year. · Burnout, staffing shortages, and compensation function as an interconnected cycle. Addressing one in isolation risks worsening the others. · Only 38% of executives feel confident in their workforce forecasting, and about one-third have formal succession planning in place, underscoring workforce planning as an enterprise-level priority. · Retention redesign, not just recruitment, offers healthcare organizations one of the greatest opportunities to strengthen culture and reduce turnover. Chapters 00:00 – Introduction to the healthcare workforce outlook survey 01:26 – Meet Tessa Misiaszek and first reactions to the data 02:01 – Understanding the 38% workforce outlook index 03:31 – Finance confidence versus workforce data reality 04:56 – The leadership and frontline disconnect 06:34 – Why 84% of healthcare workers feel underappreciated 07:53 – Burnout, staffing, and compensation as an interconnected cycle 09:39 – Workforce planning as an enterprise-wide priority 11:29 – Evaluating AI and technology through a clinician-first lens 14:14 – Retention redesign as the greatest opportunity 16:09 – Leadership capabilities for the next three to five years 19:08 – Final takeaways for healthcare leaders Meet Tessa Misiaszek Tessa Misiaszek is President of Leadership and Advisory Solutions at AMN Healthcare, where she works with health systems nationwide to strengthen leadership capabilities, workforce strategy, and organizational culture. With years of experience guiding healthcare organizations through workforce transformation, Tessa brings a practical, data-informed perspective to some of the sector's most pressing talent challenges, from retention design to succession planning to preparing leaders for the next generation of healthcare delivery. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

September 1, 202624 min

Leading with Humanity: Why People Are the Foundation of Healthcare Performance with Kelsie Stephenson

In this episode of the Elevate Care podcast, host Steven Endsley talks with Kelsie Stephenson, System Vice President of HR Talent Strategy at INTEGRIS Health, about a simple but often overlooked truth: healthcare performance is a human system equation. Kelsie explains why the strongest organizations help people think clearly, collaborate well, and stay connected to purpose even when conditions get complicated. The conversation traces how the workforce endured the COVID-19 pandemic through sheer resilience, what that "armor" cost caregivers and leaders alike, and why authenticity has become non-negotiable for today's workforce. Kelsie shares her own turning point, when she realized that pushing through was no longer sustainable, and how that experience reshaped her approach to leadership. From there, the discussion turns to the practical side of humanity-centered leadership: accountability as an act of care rather than correction, the case for HR leaders to become business experts first, and how thoughtful workforce design closes the gap between people strategy and operational outcomes. Kelsie closes with three takeaways for HR and operational leaders working to balance financial performance, patient experience, and staff well-being. Key Takeaways Resilience built during COVID-19 was necessary but unsustainable long-term; healthcare leaders must now replace endurance with real support systems for caregivers. Accountability, when rooted in trust and clear standards, is something leaders do for people, not to them. HR leaders drive stronger outcomes when they operate as business experts first, aligning workforce strategy directly with organizational goals instead of running parallel to them. Thoughtful organizational design, clarity of roles, decision rights, and accountability, is what turns people strategy into measurable operational results. Authentic leadership starts with self-awareness; leaders who understand their own values are better equipped to see and support the people they lead. Shifting workforce expectations across generations are not a challenge to resist but a signal pointing toward stronger, more human-centered leadership. Chapters 00:00 – Introduction to humanity-centered leadership in healthcare 01:08 – Meet Kelsie Stephenson: her role at INTEGRIS Health 01:47 – Who Kelsie is beyond the job title 02:04 – The foundation of humanitarian leadership 04:08 – Resilience, COVID-19, and the cost of endurance 07:14 – The armor healthcare leaders wear 09:37 – Kelsie's personal turning point 10:15 – Why humanity and leadership integration isn't taught 11:31 – How workforce expectations have shifted since COVID-19 13:01 – Balancing vulnerability with accountability 15:12 – Bridging the gap between HR and operational leaders 17:26 – Workforce design and breaking down silos 19:47 – Finding the line between financial and people-centered outcomes 21:04 – Three takeaways for HR and operational leaders 22:02 – What gives Kelsie hope for the future of healthcare leadership Meet Kelsie Stephenson Kelsie Stephenson is System Vice President of HR Talent Strategy at INTEGRIS Health, where she leads local HR business partner teams and oversees the full caregiver experience, from onboarding through every stage of the employee journey. A former collegiate athlete with over a decade of experience navigating healthcare workforce challenges, Kelsie brings a grounded, values-driven approach to leadership development, talent strategy, and organizational design. Her work centers on helping HR leaders operate as business experts, using workforce strategy to directly shape operational and patient-centered outcomes. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

August 25, 202634 min

Beyond the Algorithm: Keeping Patients and Colleagues Human in an AI-Driven Health System with Gerry Lupacchino

Every health system is racing to adopt AI scribes, ambient listening, and predictive staffing tools, promising safer, more efficient care. But what about the people on the receiving end of all that innovation? On this episode of Elevate Care, host Tessa Misiaszek talks with Gerry Lupacchino, Senior Vice President of Human Experience at Hartford HealthCare, about what it really takes to keep technology adoption grounded in human connection. Gerry shares how Hartford HealthCare built its ambitious goal of becoming the most consumer-centric health system in the country on a foundation laid back in 2015: the belief that a strong colleague experience drives a strong patient experience. He explains why physicians, not administrators, are leading the organization's AI governance councils, and how tools like ambient listening are giving clinicians back the human connection that electronic health records once crowded out. The conversation takes an unexpected turn when Gerry describes a pattern few healthcare leaders talk about: it's often younger patients, not older ones, who are more hesitant about health technology and data sharing. He and Tessa dig into what that means for access, trust, and the responsibility health systems carry in meeting patients, and colleagues, exactly where they are. Key Takeaways Colleague experience drives patient experience. Hartford HealthCare's consumer-centricity strategy began with a commitment to how colleagues are listened to, communicated with, and treated, long before it became a patient-facing initiative. Physician-led AI governance builds trust. Hartford HealthCare's AI and innovation councils are led by physicians, ensuring new technology serves clinical judgment rather than replacing it. Younger patients aren't always the early adopters. Contrary to assumption, some of the strongest resistance to health technology and data sharing comes from younger consumers, not older ones. Ambient listening restores human connection. By removing the burden of manual documentation, ambient technology allows physicians to make eye contact, sit with patients, and focus on the conversation instead of the screen. Access meets people where they are. From a 24/7 virtual primary care app to an in-airport health kiosk, Hartford HealthCare is redesigning access points around how people already live, not how healthcare has traditionally been delivered. Leadership development matters as much as patient-facing technology. An AI coaching tool built on Hartford HealthCare's own leadership framework is helping managers build confidence and consistency across a newly hired workforce. Chapters 00:00 – Introduction to Human Experience in Healthcare 01:39 – Defining the Role of SVP of Human Experience and Culture 05:27 – What Consumer-Centric Care Really Means 07:44 – Physician-Led AI Governance and Adoption 12:26 – Restoring Human Connection through Ambient Technology 15:27 – Why Younger Patients Resist Health Technology 19:38 – The Health System's Role in Patient Education 23:15 – Technology for Colleague Engagement and Retention 30:27 – Advice for Leaders Starting Their AI Journey Meet Gerry Lupacchino Gerry Lupacchino serves as Senior Vice President of Human Experience at Hartford HealthCare, where he leads teams spanning physicians, nurses, advanced practitioners, and licensed clinical social workers on the patient experience side, alongside organizational development professionals focused on the colleague experience. Over his ten years with Hartford HealthCare, the organization has grown from three hospitals and roughly 10,000 employees to ten hospitals, 600 locations, and 48,000 employees. Gerry's work centers on a guiding belief: healthcare organizations that want the best patient experience need to start with the best colleague experience. Learn more about Hartford HealthCare's approach to human experience at hartfordhealthcare.org . Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

August 18, 202629 min

Language Access on the Front Lines: How Main Line Health Builds Trust at the Bedside with Erin Dougherty Cieszynski

What happens when a patient can't communicate with the team caring for them? On this episode of the Elevate Care podcast, host Christin Stanford talks with Erin Dougherty Cieszynski, Manager of Guest Relations and Patient Experience at Main Line Health, about what language access looks like once a policy meets a patient in an exam room. This conversation is part two of a series with Main Line Health, following a leadership-level discussion on operational strategy with Suzanne Smith. Check out part one ! Erin brings over 12 years of patient advocacy experience to a conversation grounded in real moments from the floor: emergency department visits, registration desks, and the quiet handoffs between nurse, patient, and family. She walks through how Main Line Health moved from reactive interpreter use to automatic activation, why a universal sign-on changed adoption rates among clinicians, and how something as simple as a badge buddy can close a communication gap before it becomes a safety risk. Erin also shares how an ASL interpreter helped identify a hearing-impaired patient as a victim of human trafficking, connecting the dots between language access, patient safety, and trust. Throughout, she reframes language services as a driver of stronger patient outcomes, better satisfaction scores, and increased community referrals, not just a regulatory requirement. Key Takeaways Language access should be automatic at the start of care, not a last resort. Reducing friction through universal app sign-on, badge buddies, and dual handsets drives faster clinician adoption. Patients who feel heard are more likely to return, refer others, and engage in preventive care. Language access touches the entire patient journey, from registration through discharge and follow-up. Strong interpreter access supports both patient safety and staff satisfaction. Health systems should expect deeper digital integration and a shift toward population-mapped language access strategy. Chapters 00:00 – Introduction to Language Access and Patient Experience 01:39 – Erin's Role in Guest Relations at Main Line Health 02:06 – Where Language Access Shows Up Most for Patients 03:05 – Why Communication Is the Foundation of Quality Care 04:42 – Closing the Gap Between Policy and Frontline Reality 05:38 – What Good Language Access Looks Like on the Floor 07:09 – How Providers Use Interpreter Services Under Pressure 08:30 – Building Adoption Across Clinical Teams 09:35 – Feedback That Shaped a Better Program 11:04 – Adapting Language Access to Rising Patient Volumes 12:00 – Connecting Language Access to Referrals and Revenue 13:07 – A Story of Language Access Saving a Life 16:40 – The Link Between Language Barriers and Preventive Care 18:09 – Small Changes with Outsized Impact 19:17 – Where Communication Breakdowns Still Happen 20:51 – Advice for Healthcare Leaders 21:49 – The Next Five Years of Language Access Meet Erin Dougherty Cieszynski Erin Dougherty Cieszynski works across the full continuum of care to help patients navigate the healthcare system, understand their treatment, and feel confident their voices are being heard. Known for her empathy and ability to bridge the gap between clinical teams and the patients they serve, Erin has led efforts at Main Line Health to expand interpreter access, streamline technology adoption among clinicians, and connect language access directly to patient safety and satisfaction outcomes. To hear more from the Main Line Health language access series, listen to part one of this conversation featuring Suzanne Smith's perspective on operational strategy and system-wide impact. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

August 11, 202641 min

Understanding and Solving Rural Healthcare’s Unique Challenges: Brian Floyd’s Six-Dimension Framework

In this episode of the Elevate Care podcast, host Enderson Miranda sits down with Brian Floyd, Chief Operating Officer at ECU Health and chairman of the board for the North Carolina Health Care Association, to unpack a framework Brian calls the "six dimensions of rurality." Drawing on more than 30 years of healthcare leadership, coupled with the unique understanding of a clinician that practiced within the rural healthcare setting, Brian explains why treating rural healthcare as simply a geography problem misses the point, and why density, distance, demographics, disease burden, determinants, and disparity together create structural barriers that urban-focused policy often fails to address. Brian also shares how ECU Health builds a sustainable workforce from within its own communities, using point-based admissions systems with local universities to keep talent close to home, and how the organization has partnered with AMN Healthcare to achieve conversion rates for international nurses well above the national average. The conversation closes with a candid look at the role technology can play in closing access gaps, and the advocacy work that healthcare leaders must take to ensure rural systems remain viable for the communities that depend on them. This episode offers healthcare leaders a clear and structural lens for evaluating rural care delivery, along with concrete workforce and policy strategies that translate directly into retention, access, and financial sustainability. Key Takeaways Rural healthcare needs a structural definition, not just a geographic one. Brian's six dimensions of rurality (density, distance, demographics, disease burden, determinants, and disparity) reframe how leaders and policymakers should evaluate rural care delivery. Hospital closures are the tail end of a much longer decline. Physician loss, specialty care exits, and reduced preventative services happen long before a hospital closes its doors. Payment reform must remain a top policy priority. Wage index adjustments and reimbursement structures often pay rural systems less for treating the same disease burden as urban systems. Local workforce investment drives long-term retention. ECU Health adjusts university admissions criteria to prioritize students from the communities it serves, growing local enrollment by over 10 percent. Mission-driven culture fuels nurse retention, both nationally and internationally. ECU Health converts more than 90% of international nurse placements into permanent employees, a rate significantly above national average. Technology can close access gaps that bricks-and-mortar models cannot. Telehealth and AI free up clinician time for direct patient care and extend reach across low-density rural regions. Chapters 00:00 – Introduction to Brian Floyd and ECU Health 01:01 – Brian's Journey from Nursing to Health System Leadership 04:08 – Why Rural and Urban Healthcare Operate Under Different Realities 07:04 – The Six Dimensions of Rurality: Density, Distance, Demographics, Disease Burden, Social Determinants, and Payment Disparity 14:06 – How Technology and AI Can Close Rural Access Gaps 17:37 – Where Rural Healthcare Gaps Hit Hardest: Patients Versus Systems 20:52 – The Policy Gap: Why Payment Reform Matters Most 24:08 – Building a Sustainable Rural Workforce from Within 32:29 – Local Talent Meets Global Talent: Retaining International Nurses 36:42 – Advocacy Advice for Healthcare Leaders Meet Brian Floyd Brian Floyd is Chief Operating Officer at ECU Health, a health system with eight hospitals, including a 1,100-bed tertiary academic medical center, and roughly 250 clinics across eastern North Carolina. He also chairs the board of the North Carolina Health Care Association. Brian began his career as a nurse in cardiac surgery before moving into practice administration and executive roles, eventually leading ECU Health's academic medical center as CEO. With more than 30 years of experience spanning clinical operations, health system leadership, and health policy, Brian is a recognized voice on rural healthcare sustainability, workforce strategy, and payment reform. Learn more about ECU Health at ecuhealth.org . Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

August 4, 202629 min

Beyond Compliance: How Main Line Health Is Transforming Care Through Language Access with Suzanne Smith

What happens when language access moves from a compliance checkbox to a strategic priority? In part one of this two-part Elevate Care series, host Christin Stanford talks with Suzanne (Sue) Smith, System Director of Patient Experience at Main Line Health, about the evolving role of language services across a five-hospital system outside Philadelphia. Sue walks through how her team reframed language access from a cost center function into an essential clinical tool, one that belongs alongside staff, medicine, and equipment as a core part of care delivery. She shares how Main Line Health doubled its device deployment, the operational and financial ripple effects that followed, and why quality, safety, and patient experience function as a three-legged stool that only stands when every leg holds. The conversation also covers the human side of the equation: reduced staff burnout, stronger trust with patients who use American Sign Language, and fewer patients leaving without being seen. Sue makes the case that language access is not a cost center. It is a bridge for building relationships, supporting staff, and driving the kind of connected care that keeps patients coming back. Key Takeaways Language access works best when it is treated as an essential care tool, not a call-center service or a line-item expense. Doubling device availability at Main Line Health improved communication volume and clarity, while easing pressure on nursing and support staff. Quality, safety, and patient experience depend on each other. When one falls, the whole structure falls. Reliable interpretation reduces reliance on untrained family members or staff, protecting both accuracy and patient trust. Language access touches every part of the patient journey, from registration and wayfinding to discharge paperwork, not only clinical encounters. Strong language services can reduce patients leaving without being seen and support broader operational metrics tied to patient experience. Chapters 00:00 – Introduction to Language Access as a Strategic Priority 01:50 – Sue's Role Leading Patient Experience at Main Line Health 03:00 – From Compliance Checkbox to Shared Commitment 05:24 – Language Services as an Essential Care Tool 08:33 – Balancing Cost Conversations with Care Excellence 12:08 – How the Right Tools Reduce Staff Burnout 15:11 – Trust, Validation, and the Risk of Informal Interpreters 17:20 – Doubling Devices: A Main Line Health Deployment Story 21:07 – Connecting Language Access to Operational Metrics 24:58 – Language Access Beyond the Clinical Encounter 27:02 – A Final Word for Leaders Still on the Fence Meet Suzanne Smith Suzanne "Sue" Smith serves as System Director of Patient Experience at Main Line Health, where she oversees connected care across five hospitals and more than 150 physician practices outside Philadelphia. With over 25 years in healthcare, Sue leads a team spanning patient navigators, EDI ambassadors, spiritual care, and volunteers, all focused on making sure every patient feels seen and understood. Her work centers on building bridges between data and humanity, using language access as one of the clearest expressions of patient-centered care. Access the 2026 Healthcare Workforce Outlook Survey Download the full report to explore what these findings mean for retention, staffing, care quality, and workforce strategy. Explore Solutions for Smarter Workforce Management We're proudly sponsored by AMN Healthcare , the leader in healthcare staffing and workforce solutions. Explore their services at AMN Healthcare. Learn how AMN Healthcare's workforce flexibility technology helps health systems cut costs and improve efficiency. Click here to explore the case study and discover smarter ways to manage your resources! Discover how WorkWise is redefining workforce management for healthcare. Visit workwise.amnhealthcare.com to learn more. About The Show: Elevate Care delves into the latest trends, thinking, and best practices shaping the landscape of healthcare. From total talent management to solutions and strategies to expand the reach of care, we discuss methods to enable high quality, flexible workforce and care delivery. We will discuss the latest advancements in technology, the impact of emerging models and settings, physical and virtual, and address strategies to identify and obtain an optimal workforce mix. Tune in to gain valuable insights from thought leaders focused on improving healthcare quality, workforce well-being, and patient outcomes. Learn more about the show here . Find Us On: Website YouTube Spotify Apple Instagram LinkedIn X Facebook Powered by AMN Healthcare Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.