Cyndy Cohen, CPXP, Experience Advisor, Press Ganey-Forsta

What is your current role?

I am passionate about elevating the voice and experience of the patient/consumer/member and their loved ones throughout the healthcare journey. I help influence actions that transform culture and develop practices, processes and tools that create and inspire a differentiated level of experiences. 

I recently joined Press Ganey as an Experience Advisor, where I strive to empower healthcare organizations to deliver the best experience to all whom they serve and to put the Human Experience at the heart of all that they do. I serve as the principal improvement coach and strategic advisor by leveraging analytics, best practices, client networking and industry-leading benchmarking to collaborate with patient experience leaders in client organizations, and connect them to Press Ganey resources to impact positive, sustainable results that meet or exceed organizational goals.

Prior to joining Press Ganey, I was at Allina Health for well over a decade. I served as a Senior Advisor for Experience Strategy and Insights, where I partnered with senior, mid-level and front-line leaders and staff—all focused on improving the experiences of patients, staff and physicians. I successfully led organizational transformation strategies and culture building for vast experience improvements and accountability across the continuum of care.

I am a Certified Patient Experience Professional (CPXP), Prosci® Certified Change Practitioner, Agile Change Manager, Certified ScrumMaster® and have my coaching certification. I currently serve on the board of the Minnesota Change Management Network.

Why did you join the TRUST?

I joined in 2023 upon the recommendation of a few colleagues who shared that it was a great organization to network and help cultivate career growth. I currently serve on the Program Committee and have organized several events for the membership.

What has been your favorite part of being a member of the TRUST?

To be honest, I have way more than one. Foremost, the genuineness of the memberswanting to lift up each other to truly support, cheer, connect and guide each other on their career journeys. The connections and relationships I have developed with members have been so inspirational. And the learning opportunities are amazing and well-rounded!

What is the best mentoring experience you’ve had?

People and interactions over processes, tools and things: During one of my internships, I was working so hard to prove myself and to exceed the goals of my project. However, I did not even think about working to develop any relationships with my colleagues. At the end of the internship, my mentor shared that while I did very well with accomplishing the important work of the project that I was tasked with- the rest of the team felt like I really did not want to be part of the team and that I could have gained a great deal of insights and learnings from my team mates if I had engaged with them. I was crushed… I have always been such a people-person. How did I lose sight of that important part of my internship? It was a valuable lesson and I keep it at the forefront of my mind, “People and interactions over processes, tools and things.” Of course, our work is important, and along with it, the people we interact with.

Progress over perfection: I am driven to always be striving for excellence. I want to be proud of the work I do. One of my past directors shared with me this advice that she was given, “Don’t hinder your progress in all things to gain perfection on one—you will never attain it.” And she was absolutely right. I try to remember this one.

You must love what you do: Being a mission-driven person, this so resonates with me. At various points in my career, I did not love what I did and it just zapped the life and energy out of me. For me – no compensation or benefits are worth that feeling of emptiness. Don’t get me wrong- being fairly compensated and having good benefits are important, but MOST importantly, you must love what you do.  This really applies to all things in life. It truly fills your soul. One of the best pieces of advice my dad ever gave me.

How do you foster innovation and creativity within your team or organization?

• Strive to have everyone engaged, to feel welcomed, valued, respected, and to have a sense of belonging to the team/organization.
• Respond to all ideas brought forth with “Yes, and….” Accepting their idea and asking for others to add to it.
• Ask “I wonder if….” or “What if… what would happen?” or “How could we….?”
• Encourage all ideas and thoughts to be shared, even if it is not the one that is moved forward – it may help to evolve or propel another one that is the best one.
• Give recognition for all efforts and progress as well as failures. Here is where we learn the most.

What strategies do you use to build effective teams and promote collaboration?

• Prioritize 1:1s on a regular basis with direct reports and with each other. Make time for social connections, ask about wins/successes, current challenges, and what they need.
• Strive to ask different team members to collaborate on various aspects of a project/task. Publicly share their work, how they collaborated, and what they learned from each other.
• Start team meetings with “shout-outs and celebrations” and end with “Needs, Leads, Recommendations and Discoveries.”
• Share the work of the team’s infrastructure amongst the team members – rotate the role of facilitator, follow-ups/note-taker, timekeeper, various aspects of the agenda, etc.  “This is an All-Play.” Everyone needs to pitch in.

What is something that not many people know about you? One of my majors in college was Vocal and Musical Performance. I received a full college scholarship to study in New York and to be a student of a prestigious opera vocal coach. Many professionals were telling me that I was born to be an opera singer. I felt so honored and so trapped! I hated it – I had never even seen an opera before. I was and still am more of a country music singer. However, I did not want to be ungrateful for the opportunity that was given to me and tried to stick it out. I was miserable. Upon the advice of my dad, as noted above, I moved back home to find something that I loved to do, which I did. I still enjoy singing for weddings, events and with my church’s worship band.