Meet Our Patient Experience Team
Patient Experience Department Leaders
Jennifer Lastic, CPXP; Director, Experience Excellence, Patient Experience
As Director, Experience Excellence, 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, MA; Program Improvement Advisor, Healthcare Experience
As Program Improvement Advisor, Healthcare Experience for the Office of Patient Experience (OPX), Stephanie 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.
Michael Hansen, Manager, Patient Relations
As Manager 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 and is credentialed as a Board Certified Patient Advocate. He is a member and former president of The Ohio Society for Healthcare Consumer Advocacy.
Becky Moldaver, Director, Guest and 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.
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.