Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. As founder and president of Integrated Loyalty Systems, Jake knows what it takes to create and maintain a world-class service organization. He should — he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train, and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy, and map out and operationalize the ideal patient and employee experience. 

Lisa Wood, CRA, is the executive director at Hancock Health and a director on the AHRA Education Foundation Board of Directors.

Shari Manuel is a seasoned healthcare executive with nearly 20 years of experience in strategic commercial leadership at GE HealthCare. As chief commercial officer for the imaging business across the U.S. and Canada, she leads the go-to-market strategy, channel execution, strategic client partnerships, and growth initiatives for one of the most critical segments in medical technology.