Vice President of Patient Experience Jennifer Jasmine E. Arfaa

Vice President of Patient Experience

Jennifer Jasmine E. Arfaa, PhD, CPXP, helms the Office of Patient and Family Experience, Volunteer Services, Integrative Care, Guest Services, Patient Advocacy, Interpreting Services and Patient Transportation, collaborating closely with medical and non-medical staff to evaluate and enhance patient care services.

Bringing over two decades of expertise as a nationally recognized healthcare executive, Dr. Arfaa has been instrumental in shaping patient, family, employee and volunteer experiences in healthcare settings. Previously serving as the chief experience officer and vice president, patient experience at UC Health in Cincinnati, Ohio, she infused service excellence into the fabric of the entire healthcare system, including University of Cincinnati Medical Center, West Chester Hospital and Daniel Drake Center for Post-Acute Care.

Prior to her tenure at UC Health, Dr. Arfaa held the position of chief patient experience officer and vice president, patient experience at Thomas Jefferson University Hospitals in Philadelphia. She spearheaded innovative programs to elevate patient care experiences and metrics. Her journey in healthcare leadership began at The Johns Hopkins Bayview Medical Center in Baltimore, Maryland, where she led the Service Excellence/Patient Experience program.

Throughout her career, Dr. Arfaa has been deeply committed to advancing the patient, family and volunteer experience in academic medical centers and academically-aligned medical systems. She has been a relentless advocate for patient excellence, forging strong alliances, addressing challenges, implementing effective strategies and celebrating employee successes.

Dr. Arfaa holds a BA in business and biology from The College of Notre Dame of Maryland, a Master of Health Services Administration from The George Washington University and a PhD in organizational leadership and development from The University of Maryland. Recognized for her contributions to healthcare, she has been honored as one of the Outstanding Health System Chief Experience Officers and Healthcare Chief Experience Officers by Becker's Hospital Review for four consecutive years.