Carol Santalucia, MBACarol Santalucia, MBA
Vice President, CHAMPS Patient Experience


 Follow Carol Santalucia on Twitter @CarolSantalucia.

Carol Santalucia, vice president of Patient Experience, is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience through healthcare service excellence and patient advocacy. Santalucia joins CHAMPS with more than 30 years of healthcare service excellence and patient advocacy experience at Cleveland Clinic. She most recently served as Cleveland Clinic’s Director of Service Excellence in the Office of Patient Experience (through June 2011), where she was responsible for:

  • Designing and developing service initiatives
  • Working with leaders throughout the Cleveland Clinic Health System
  • Leading multidisciplinary teams to improve various aspects of patient satisfaction
Santalucia’s professional accomplishments at Cleveland Clinic include:

  • Design, creation and implementation of the Cleveland Clinic’s service recovery model, Respond with H.E.A.R.T.®
  • Development of the patient navigation program
  • Development of the Service Excellence and Patient Advocacy Department in the Office of Patient Experience

In addition, Santalucia is the Founder and President of the Carmella Rose Women's Health Foundation, a nonprofit organization that aims to positively impact women’s lives by providing resources to help them access quality healthcare and navigate through the healthcare system in Northeast Ohio.

Santalucia is a dynamic speaker and facilitator who received an MBA in Healthcare Administration from Cleveland State University and a BS in Psychology from Denison University. She is skilled at engaging and motivating others for productive outcomes, and enjoys working with groups and individuals, promoting teamwork, accountability and ownership.

Santalucia was recognized in the January 2013 edition Crain’s Cleveland Business. She was featured as one of the 15 Northeast Ohio individuals recognized as “Who to Watch in Health Care.”

Santalucia recently co-authored an article with Sarah Fay regarding the advantages of service recovery entitled, “The Financial Case for a Strong Service Recovery Program," which was featured in an issue of the Healthcare Financial Management Association’s Revenue Cycle Strategist.

Carol Santalucia lives in Cleveland Ohio, and has two adult children who live and work in Manhatten. She is an avid Cleveland sports fan, and loves to read and travel. She leads a team that serves at a hunger center in downtown Cleveland and loves to spend time with her family and friends.

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