Unlike typical speakers, Jake spends most of his time in the trenches of healthcare institutions.  You may find him shadowing a physician in the emergency department, learning of the needs of the sterile processing department, or delivering food with the food service team.

As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney Company helping to train and align 65,000 employees toward one end in mind: creating memorable experiences for individuals, not masses.

Jake has spent the past 15 years fine tuning those blueprints by adding best practices from leaders in service, like Southwest Airlines and Ritz-Carlton Hotels, and applying them to more than 250 top healthcare organizations.  Through leadership retreats and hands-on workshops, Jake and his team of experts are dedicated to helping organizations achieve their goals in the areas of designing and executing cultural blueprints, dening the companies’ service strategy and mapping out and operationalizing the ideal customer and employee experience. 

In 2001, Jake launched Integrated Loyalty Systems, Inc., and since then, Jake and Team ILS have helped many healthcare organizations make successful cultural transformations including: Kaiser Permanente, Cigna Medical Group, Vanguard Health System, Baystate Health, Penn Medicine, Ochsner Health System, and National Rehabilitation Hospital. In addition, ILS has contributed to creating patient-centric architectural blueprints for organizations like the University of Colorado Hospitals, Jersey Shore University Medical Center, and BJC Healthcare’s Progress West Hospital.

Jake is faculty for ACHE and teaches a 2-day course on the Chief Experience Ofcer and patient experiences. In his free-time, he enjoys sailing, golf, and photography.  He lives in Orlando with his wife and their three beautiful children.

Here are a few places where Team ILS consulted / trained on improving patient and family member experiences:

  • Baystate Health,Western Massachusetts:
  • Breast & Wellness Center
  • Franklin Medical Center and Northern Region
  • Children’s Hospital
  • Radiology
  • Northampton Ambulatory Center
  • South Hadley Adult Medicine
  • Women’s Health
  • Dignity Health: Mercy Medical Group, Sacramento, CA
  • Dignity Health:Woodland Clinic, Sacramento, CA
  • Ochsner, New Orleans, LA
  • Riverside Health System, Newport News,VA
  • Penn Medicine, University of Pennsylvania Health System, Philadelphia, PA
  • Vanguard / Abrazo Health Care, Phoenix,AZ
  • Lehigh Valley Health System,Allentown, PA
  • Cigna Health System, Phoenix,AZ
  • Jersey Shore University Medical Center, Neptune, NJ
  • Sacred Heart Hospital,Allentown, PA
  • Sheltering Arms Hospital, Richmond,VA
  • Orange Regional Medical Center, Middletown, NY
  • MedStar VNA,Washington, DC
  • BJC Healthcare Progress West, St. Louis, MO
  • Berger Health System, Circleville, OH
  • University of Colorado Hospitals, Denver, CO
  • Holy Spirit Hospital, Camp Hill, PA
  • Christ Hospital, Cincinnati, OH
  • Christus Health, Corpus Christi,TX
  • Rochester General Hospital, Rochester, NY
  • National Rehabilitation Hospital,Washington, DC
  • Rehabilitation Institute of Michigan, Detroit, MI
  • Star Medical Group, Dallas,TX
  • Augusta Health, Fishersville,VA
  • Carson Tahoe Health, Carson City, NV
  • Kaiser Permanente Santa Clara Medical Center, Santa Clara, CA

Speaker Video

Speaker Topics

  • Organizational Culture
  • Service Excellence

Speaker Type

  • Keynote Presenter