Meet Our Patient Experience Team

Patient Experience Department Leaders

Brook Watts

She is responsible for the leadership, design and implementation of initiatives that fulfill the people-centered mission and vision of MetroHealth. She collaborates with MetroHealth executives, medical staff and department directors to develop and implement best practices, training programs and communications that are transforming the culture of MetroHealth. 

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, Supervisor, Patient Experience

As Supervisor, 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, Data Analyst

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.

Survivor Recovery Services

Sarah Hendrickson, M.Ed; Manager, Survivor Recovery Services

As the Manager of Survivor Recovery Services, Sarah oversees a growing department that has benefited from being awarded a government grant covering crime victims’ psychosocial needs and health management. The grant has allowed the department to expand its already successful Trauma Recovery Services curriculum and approach. Also, the grant now enables the department to offer direct and immediate support for victims of crime by providing transportation, food security through meals and trauma-based cognitive behavioral therapy, among other interventions. 

In 2017, MetroHealth screened nearly 3,000 victims throughout The MetroHealth System. Her department’s role is to reduce any barriers to access for treatment that might be faced by those who are under-resourced and traumatized following victimization. These services are unique in their ability to address needs in real time. MetroHealth is the only hospital in the region offering this level of care. 

Sarah received her education from Ohio University with a B.S. in Hearing, Speech and Language Sciences, and a Master of Education in Counseling. Following her graduate work, she spent five years working with individuals with disabilities at the county level in rural Appalachia. As a Licensed Professional School Counselor, Sarah also spent two years as a high school counselor in southeastern Ohio. 

In 2013, she began working with a top orthopedic traumatologist at The MetroHealth System. Through their collaboration and development, the Trauma Survivors Network was launched, positioning it as only one of six similar programs in the nation. Four years later, her team has built one of the most successful survivor support programs in the region. In that time, Sarah’s team of volunteers had donated over 1,375 hours directly supporting survivors and were honored to receive the Crain’s Health Care Heroes Award for Volunteer Service in 2014. Today, the service continues to grow, providing consultation and guidance for similar programming throughout The MetroHealth System. 

Megen Betts, Recovery Coach, Trauma Recovery Services

As the Trauma Recovery Coach for Trauma Recovery Services, Megen Betts organizes the Peer Visitor Program and provides trauma informed recovery education to trauma patients and their loved ones during their hospital stay. Betts maintains a caseload of discharged trauma patients and provides supportive recovery coaching on a weekly basis as individuals navigate the road to recovery. She also co-facilitates the Trauma Survivors Group and Brain Injury Group.

She joined The MetroHealth System in the spring of 2016. 

Betts earned a Bachelor of Arts Degree in Sociology from The University of Mount Union and an M.Ed. in Clinical Mental Health Counseling from The University of Akron. She is currently an active Licensed Professional Counselor through the State of Ohio Counselor, Social Worker, and Marriage Family Therapist Board."

Patient Relations 

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.

Arts in Medicine 

Linda Jackson, Director, Arts in Medicine

As Director of Arts in Medicine, Linda Jackson oversees the integration of visual, performing and therapeutic arts throughout The MetroHealth System. She is responsible for the expansion of the arts therapies and the development of impactful arts-based activities and programming for the benefit of our patients and their families, our care providers and the greater Cleveland community.

Jackson joined MetroHealth in 2014 and brings over 30 years of experience as a performing artist and arts administrator to her role. She most recently served as Assistant Director of Community Engagement and Education at PlayhouseSquare, the nation's second largest performing arts center. She was responsible for the selection and execution of the annual Children's Theater Series, International Children's Festival and dance programming. Additionally, Jackson led the day-to-day management of the department, which presented more than 300 programs annually that reached approximately 250,000 children and adults throughout the community.

As an artist she was a member of Cleveland Ballet for 17 years, dancing principal roles with company and eventually serving as a member of the artistic staff and the faculty of its school. She previously danced with Baltimore Ballet and Eglevsky Ballet.

Jackson currently serves as a member of the Selection Committee of International Performing Arts for Youth.

Ruby Chen, Music Therapist-Board Certified

As a music therapist, Ruby brings a humanistic approach and trauma-informed training when providing music therapy to those of all ages within a medical setting. Her professional experience includes service to those who are receiving treatment through general medicine, oncology, hospice, community-based care and trauma-informed care. Her skills also are deployed to meet the needs of the early childhood population.  Ruby received a Master’s Degree in Music Therapy from Ohio University in Athens, Ohio and a B.F.A. in voice performance from National Kaohsiung Normal University in Kaohsiung, Taiwan.

Carol Shively Mizes, Coordinator, Arts Therapies

Carol is Board Certified Music Therapist with a Fellowship in Neurologic Music Therapy and is the Coordinator of Arts Therapies in the Department of Arts in Medicine. Carol has been a music therapist for 35 years, with more than 20 years’ experience working with people who have Alzheimer’s Disease and other forms of dementia. Carol developed and implemented the first music therapy program in several facilities in Northeast Ohio and served as a consultant for others. In 2004 Carol designed the music therapy program for the MetroHealth Rehabilitation Institute of Ohio at MetroHealth, treating patients suffering from brain injuries, strokes, spinal cord injuries and other musculoskeletal deficits. In 2015 music and art therapies were transferred from the Rehabilitation Department to the Department of Arts in Medicine, where both services are expanding. Carol has expanded music therapy services to the medical, trauma, surgical, cardiac, step down Intensive Care Units and other medical floors while still treating patients in rehabilitation. 

She has mentored many music therapy interns and assisted in designing a University Affiliated Internship Program first with The Cleveland Music Therapy Consortium, including Baldwin Wallace University and the College of Wooster. Affiliate internships with Cleveland State University and Ohio University have also been established.

Carol co-authored an article called Music and Movement Therapy with Alzheimer’s Victims in Music Therapy Perspectives published by The American Music Therapy Association, Inc. Vol. 3. (1986). She is also publishing a book to be released in 2017 called The Musician’s Brain – Does It Recover from Trauma Better Than Others?

Carol has provided numerous presentations or public speaking engagements on a variety of topics related to music therapy in recovery within The MetroHealth System and the community. 

Volunteer Services

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.

Pastoral Care

Tony Minor, Manager for Faith Based Outreach, D. Min.

As the manager of Faith-Based Outreach, Tony oversees the Office of Pastoral Care. He develops, cultivates and manages a community-wide network of faith-based organizations to collaboratively improve the health of community members. He assists faith-based organizations to build capacity and leadership, while focusing on low-income and underserved populations. He has devoted more than 25 years to providing training and services to the faith community and non-profit organizations serving these populations. 

He recently served as the Director of Advocacy for the Lutheran Metropolitan Ministry (LMM), focusing on public policy issues impacting vulnerable populations. He managed a health and wellness project at LMM in collaboration with churches addressing issues related to health coverage and the Affordable Care Act, lead poisoning education and obesity prevention. He developed and implemented the nationally recognized Faith Health Hubs Initiative designed to build the capacity of churches to address issues related to health and wellness. He also served as the director of Project Safe, an HIV prevention program, and as the Co-Manager of Father and Families Together at the Center for Families and Children in Cleveland. To further serve the needs of the community, he developed the Safe Streets/Safe Schools, a City of Cleveland and CMSD collaborative project designed to create safe routes to school and to address issues related to community violence and trauma. 

He finds fulfillment in developing and evaluating projects that address unmet community needs and in equipping community members to act as leaders and change agents to improve their neighborhoods and their own health and well-being. He welcomes the opportunity to continue the tradition of caring for people who are hurting, grieving and seeking spiritual answers to life’s complex challenges. 

Tony has a B.A. degree in English from Morehouse College and a Master’s of Divinity from the Inter-Denominational Theological Center and a Doctor of Ministry Degree from the United Theological Seminary in Dayton. His goal is to be a high quality team member who listens, responds and reflects.