Meet Our Patient Experience Team
Patient Experience Department Leaders
Seona Goerndt, Director, Patient Experience
As the Director of Patient Experience, Seona’s primary responsibility lies with developing and leading programs that align with MetroHealth’s mission, focusing specifically on improving the service experience for patients and their families. Through her work, improved outcomes and experience are achieved by engaging patients, family members, providers and clinical staff to identify areas of opportunity and create solutions to address issues, small and large. Additionally, she serves as a trusted thought partner to MetroHealth leaders in their quest to continuously improve the patient and family experience in their work units.
She brings 15+ years of leadership experience in healthcare with an emphasis on improving performance and system-wide program implementations to better serve the members and patients who access services. She has comprehensive experience along the healthcare continuum, including outpatient and ancillary services, as well as health plan operations and administration.
Seona’s purpose is to improve the patient and provider experience. She enjoys working with caring providers and nurses, along with patient and family advisors, to identify areas of opportunity to improve how patients experience The MetroHealth System. When she can contribute to making an individual’s experience better or to help resolve an issue, that brings her great joy.
She earned an M.B.A. from Cleveland State University, and a B.A. in Human Resource Development from Notre Dame College.
Jennifer Lastic, CPXP; Manager, Patient-Centered Care
As Manager, Patient Experience, Jennifer plans and implements measures to meet organizational and department patient experience goals. She works to identify opportunities for improvement as they emerge and drives positive change by promoting best practices. Her role finds her providing direct education and coaching to individuals. She also has been a national thought leader and presenter, earning national recognition for MetroHealth’s Patient and Family Advisor Program.
She joined The MetroHealth System in 2003. Previously, she served as a Coordinator in Organizational Development and Surgery Administration.
Lastic has a Bachelor of Science in Communications from Ohio University. She is a member of MetroHealth N.E.T., emerging, civic-minded leaders who are committed to advancing The MetroHealth System’s mission, expanding the network of members, and creating a culture of philanthropic support.
Stephanie Seng-Patton, Program Coordinator
As Program Coordinator for the Office of Patient Experience (OPX), Stephane Seng-Patton, collaborates with departments to provide support for the implementation and continuation of programs, projects, and initiatives. She is innovative, and is always looking for opportunities to fill gaps and make improvements for both patients and providers alike. She supports the Humm real-time feedback platform project, Patient and Family Advisor Program, reviews patient feedback from surveys, and serves as an OPX representative for various MetroHealth events.
Stephanie joined The MetroHealth System in April 2018. Previously, she worked in a telephonic disease management center focused on educating patients about chronic kidney disease and dialysis. Stephanie supported nursing staff, assisted in the coordination of patient care, and was a key contributor to the development of a nonclinical quality audit.
Stephanie earned a Bachelor of Arts in Psychology from Ohio University, and a Master of Arts in Performance Psychology from the University of Denver. This educational background has provided her with an in-depth understanding of the dynamics of high performing teams and individuals, as well as how to facilitate the development of the mental skills associated with top level performance. Her interest in and dedication to performance excellence was a natural fit with the core values and mission of The MetroHealth System.
Michelle Mencke, Program Supervisor, Language Access Services Department (LAS)
As a Program Supervisor, Michelle ensures equal access to care and information for limited English proficient patients, families and community members. This access is tailored for those whose preferred language is not English, along with those who are hard of hearing, visually challenged and/or speech challenged.
As a project manager, she leads the implementation of a hospital-wide patient education system and solution known as EMMI, Expectations Medical Management Information. This patient education tool supplements the information offered in the care setting with additional materials provided through programming and articles. This system supports patient education at all care opportunities, including both inpatient and outpatient.
Michelle also is involved with deploying the Star Ratings feature on MetroHealth provider web pages. In addition, she has collaborated with the Arts in Medicine Department, streamlining processes in an effort to ensure that patients in The MetroHealth Rehabilitation Institute of Ohio have access to art and music therapy during their inpatient stay, aiding in their recovery.
Since 2016, Michelle has lent to the Office of Patient Experience her skills as a health care project analyst and manager with extensive skills in data analysis, process improvement, training and development, along with staffing analysis. She has a considerable background in data mining and reporting, project planning and implementation, process and work flow analysis, team facilitation and communication, and position and department staffing. She earned an Associate of Applied Business degree from Cuyahoga Community College.
Katrina Dubovikova, Patient Experience Intelligence Advisor
As patient experience data analyst, Katrina is responsible for reporting of patient survey data, and other data support to all Office of Patient Experience partners; interpreting results for administrative and clinical staff, identifying best practices in patient communication leading to improved patient safety and patient outcomes. Data analyst is also responsible to maintain communications with MetroHealth Information Services and the survey vendor, as well providing the vendor with the relevant organizational data.
Katrina joined MetroHealth at the end of 2015, bringing to the table 16 years of experience in analytical and analytical project management fields. Katrina earned a Masters of Public Administration from The University of Akron, and had a multi-disciplinary career in several sectors: non-profit, government and social services, management consulting and academia, notably, The Gallup Organization and CWRU School of Medicine.
Michael Hansen, Supervisor, Patient Relations
As Supervisor of Patient Relations, Mike Hansen helps create a bridge between patients, families, and visitors and MetroHealth caregivers. Like the rest of the patient relations team, he serves as a patient advocate, mediator, and resource. Hansen makes certain that the patients’ and their families’ voices are heard. He and his team promote quality, integrity and fairness as they document and report patient and visitor compliments and concerns to leadership and staff.
He joined The MetroHealth System in 2011. Previously, he was an Ombudsman for Huron Road Hospital. Before that, he was head of the Transport Department at Euclid Hospital for many years.
Hansen has a Bachelor of Arts from Cleveland State University. He is a member and former president of The Ohio Society for Healthcare Consumer Advocacy.
Becky Moldaver, Director, Volunteer Services
As Director of Volunteer Services, Becky Moldaver oversees all volunteer programs at MetroHealth, including individual volunteer activities and corporate volunteer initiatives, She works with staff throughout MetroHealth to place volunteers to help patients, families and visitors.
Moldaver has worked with Volunteer Services at MetroHealth for more than 35 years, and became director of the program in 2002.
She earned a Masters of Public Administration from Cleveland State University. She is certified in volunteer management through the Association for Healthcare Volunteer Resource Professionals and the Ohio Healthcare Volunteer Management Association. She is also a board member for several organizations in the Cleveland area.
Tiffany Chandler, Coordinator, Volunteer Services
As the Coordinator of Volunteer Services, Tiffany handles assigned programs and initiatives, including volunteer orientations and training activities. In this capacity, she develops and implements communication, awareness and educational support, which involves dedication to e-newsletters, volunteer recruitment events and educational initiatives. She also plans and implements volunteer recognition and retention programs and events. Her work on the volunteer database ensures that it’s up to date and accurate. Additionally, she regularly contributes to the development and maintenance of community relationships by partnering with city, corporate and non-profit organizations to promote volunteerism at The MetroHealth System.
Tiffany joined MetroHealth in 2014 as an Administrative Secretary and has worked in healthcare administration for more than 10 years. She holds a B.A. and an M.B.A. degree. She enjoys interacting with volunteers daily, many of whom are senior citizens and possess a wealth of knowledge about life and work that she can tap. Other volunteers include students seeking experiences in their desired field of employment, and they bring extra excitement and focus, qualities she appreciates. Contact with other bright and family-oriented individuals helps to ensure that her work is rewarding and makes a difference for patients and staff members throughout The MetroHealth System.
Reverend Debra R. Dove, MDiv, BCC, D.D., Manager, Spiritual Care
Reverend Debra R. Dove, educator, pastoral counselor, and hospital chaplain was appointed Manager of Spiritual Care in December 2020. She is a native of Brooklyn, N.Y. and a graduate of Kutztown University in Kutztown, PA where she received a Bachelor of Science Degree in History and Social Studies. She furthered her education at Emory University, Candler School of Theology in Atlanta, GA, where she received a Master of Divinity Degree.
Reverend Dove was ordained to the Christian ministry by the late Civil Rights leader Reverend Ralph D. Abernathy at the West Hunter Street Baptist Church in Atlanta, GA, and has directed the Spiritual Care departments in urban and suburban locations. Reverend Dove has dedicated her life and ministry to improving the spiritual well-being of all people in diverse, multi-cultural and religious traditions.
Reverend Dove is an ACPE-trained minister and chaplain with over 30 years of experience providing spiritual and emotional support to patients, families and staff in various hospital settings. She is highly skilled in cross-cultural communication and helps people utilize their spirituality as a critical component in the healing process.