Patient Experience Digital Series
A Cleveland Clinic & HIMSS Event. Find out more
As a previous luxury Hotel Executive, Mr. Gierlinger brings a unique perspective to the patient experience dialogue. However, it was his personal patient experience spending three months in hospitals that motivates him to challenge the status quo in healthcare. As Chief Experience Officer for Northwell Health, one of the largest Integrated Delivery Networks in the country, Mr. Gierlinger is driving culture transformation grounded in patient centeredness and empathy. Mr. Gierlinger came to Northwell Health from the Henry Ford Health System in Detroit where he served as Vice President, Hospitality and Service Culture, responsible for creating a superior and consistent service experience for patients, visitors and employees. Mr. Gierlinger worked closely with leadership to drive culture change around improving the customer experience in every encounter across the system. Prior to that, he was an Administrator, Hospitality Services, for Henry Ford West Bloomfield Hospital, responsible for all aspects of non-clinical operations, the Wellness & Integrative Health Center, retail shops and café, and the customer experience. Additionally, he was an integral part of the team, leading the efforts to achieve the acclaimed Malcom Baldridge National Quality Award. Mr. Gierlinger began his career in the luxury hotel business, holding a series of leadership positions with the Ritz-Carlton Hotel Company. He played a key role in the openings of several Ritz-Carlton hotels in Germany, Japan, Indonesia and the U.S., responsible for executing and implementing Ritz-Carlton service standards, training staff, and leading teams of trainers. Mr. Gierlinger is an Executive Board member at The Beryl Institute and a Founding Council member of the Institute of Innovation. He received a bachelor's degree in hospitality business administration from the Bavaria Hotel Management Academy, Altoetting, Germany.