A passionate advocate for creating healing environments for patients, families, and the entire healthcare team, Wendy has 20 years of experience helping leaders launch and sustain far-reaching strategies that enhance patient and employee satisfaction. As an organizational culture enthusiast, Wendy tailors her services to the organization's mission, values, priorities and culture. She designs and conducts dynamic keynote addresses, leadership advances and retreats. She facilitates strategy planning and team-building. She also delivers keynote addresses and workshops on such topics as "Patient Satisfaction: Leading the Way from Good to Great," "Fostering Soul at Work," "Getting a Grip:Â Personal Coping Strategies for Healthcare Leaders Running Ragged," Walking the Leadership Tightrope," and many more.
Wendy received her Bachelor of Arts in Sociology/Anthropology from Oberlin College as well as her master's in education and doctorate in human development from the Harvard Graduate School of Education.
During twenty years of service with the Albert Einstein Healthcare Network in Philadelphia, Wendy was most recently Vice President, Human Resources. She was also the founder and former president of the Einstein Consulting Group, nationally respected for helping more than 300 healthcare providers institute strategies to achieve service excellence and leadership effectiveness.
Wendy loves to communicate, in person and in writing. In addition to writing the Executive Toolkit" column for Health and Hospitals On-Line, Wendy has written more than 10 books, including these healthcare bestsellers:
- The Indispensable Healthcare Manager (with G. Scott); Jossey Bass; winner of the ACHE 2003 Book-of-the-Year Award
- Achieving Impressive Customer Service: Seven Strategies for the Healthcare Manager (with Scott and Olson); American Hospital Publishing; 1998.
- Service-Savvy Healthcare One Goal at a Time (with Afriat and Presha); American Hospital Publishing; 1998.
- Service Quality Improvement: The Customer Satisfaction Strategy for Health Care (with Scott); American Hospital Publishing; 1993). Also in Japanese; Association of Japanese Medical Corporations; Tokyo, Japan; 1997.
- Service Excellence
- Breakout Presenter
- Keynote Presenter
- Presentation Moderator