Nicole Cable's guest appearances

Nicole Cable

CX Conversations

The Value-Based Healthcare Podcast

The Healthcare QualityCast

The Combustion Chronicles

Amanda Davis

Bob Dunn

Katie Anderson

John Gorman

Lisa Davies

Sarah Cook

Mark Graban

David Chase

Josh Luke

Robert Pearl

Shawn Griffin

Patrick Conway

David Priest

Mike Hodges

Jonathan McLean

OwlTail

In every industry, there’s always more than one type of person, customer or title that helps shape the Experience Ecosystem™. In healthcare, it’s been known as “the patient experience” – but now, as leaders begin to look at the way providers, employees, patients and their families all  impact a hospital’s ecosystem, the human experience has become more apt. Why is focusing on the human experience critical in every industry? How do you measure the value and ROI of such a subjective thing in a metrics-obsessed world? What do you need to know to leverage the human experience in your company’s ecosystem? Join Shawn Nason and Nicole Cable to learn more.In this episode (01:57) What drew Nicole back to healthcare (05:09) What human experience looks like in a healthcare setting (10:30) Keeping leadership focused on human experience, not just metrics (16:43) The ROI of experience in healthcare (22:15) How diversity helps an organization stay human-obsessed (26:04) Nicole’s advice for those in CX (29:04) The Combustion questions What we learned from Nicole Connect with and learn from other human-obsessed individuals in your field. Diversity matters, and helps you learn from others with unique or different experiences. Everybody’s experience – not just the patient – matters in the healthcare Experience Ecosystem™. Notable quotes[06:02] – “The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”[13:24] – “The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”[24:33] – “Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”[25:57] – “I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”[27:00] – “You have to be willing to humble yourself to know you don’t know everything cos no matter what they say I am, I am still learning and growing in my world.”Our guestNicole Cable is the Chief Experience Officer of CareMax, Inc., which is a network of value-based clinics providing primary care, dental care, social services and more. Previously, she served as the Chief Experience Officer of InnovaCare Health. Resources &amp; LinksNicole CableLinkedIn: https://www.linkedin.com/in/nicolelcable/Shawn NasonLinkedIn: https://www.linkedin.com/in/nasonshawn/Instagram: https://www.instagram.com/manonfiresocial/Twitter: https://twitter.com/manonfiresocialWebsite: https://shawnnason.com/MOFI: https://www.mofi.co/The Combustion Chronicles PodcastWebsite: https://shawnnason.com/combustion-chronicles-episodes/ Learn more about your ad choices. Visit megaphone.fm/adchoices

In every industry, there’s always more than one type of person, customer or title that helps shape the Experience Ecosystem™. In healthcare, it’s been known as “the patient experience” – but now, as leaders begin to look at the way providers, employees, patients and their families all  impact a hospital’s ecosystem, the human experience has become more apt. Why is focusing on the human experience critical in every industry? How do you measure the value and ROI of such a subjective thing in a metrics-obsessed world? What do you need to know to leverage the human experience in your company’s ecosystem? Join Shawn Nason and Nicole Cable to learn more. In this episode<ul> <li>(01:57) What drew Nicole back to healthcare</li> <li>(05:09) What human experience looks like in a healthcare setting</li> <li>(10:30) Keeping leadership focused on human experience, not just metrics</li> <li>(16:43) The ROI of experience in healthcare</li> <li>(22:15) How diversity helps an organization stay human-obsessed</li> <li>(26:04) Nicole’s advice for those in CX</li> <li>(29:04) The Combustion questions</li> </ul> What we learned from Nicole<ul> <li>Connect with and learn from other human-obsessed individuals in your field.</li> <li>Diversity matters, and helps you learn from others with unique or different experiences.</li> <li>Everybody’s experience – not just the patient – matters in the healthcare Experience Ecosystem™.</li> </ul> Notable quotes[06:02] – “The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”[13:24] – “The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”[24:33] – “Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”[25:57] – “I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”[27:00] – “You have to be willing to humble yourself to know you don’t know everything cos no matter what they say I am, I am still learning and growing in my world.” Our guestNicole Cable is the Chief Experience Officer of CareMax, Inc., which is a network of value-based clinics providing primary care, dental care, social services and more. Previously, she served as the Chief Experience Officer of InnovaCare Health.  Resources &amp; LinksNicole CableLinkedIn: <a href="https://www.linkedin.com/in/nicolelcable/" rel="nofollow" target="_blank">https://www.linkedin.com/in/nicolelcable/</a> Shawn NasonLinkedIn: <a href="https://www.linkedin.com/in/nasonshawn/" rel="nofollow" target="_blank">https://www.linkedin.com/in/nasonshawn/</a>Instagram: <a href="https://www.instagram.com/manonfiresocial/" rel="nofollow" target="_blank">https://www.instagram.com/manonfiresocial/</a>Twitter: <a href="https://twitter.com/manonfiresocial" rel="nofollow" target="_blank">https://twitter.com/manonfiresocial</a>Website: <a href="https://shawnnason.com/" rel="nofollow" target="_blank">https://shawnnason.com/</a>MOFI: <a href="https://www.mofi.co/" rel="nofollow" target="_blank">https://www.mofi.co/</a> The Combustion Chronicles PodcastWebsite: <a href="https://shawnnason.com/combustion-chronicles-episodes/" rel="nofollow" target="_blank">https://shawnnason.com/combustion-chronicles-episodes/</a> Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

Shifting from Patient Experience to Human Experience (with Nicole Cable)

Here in episode #82, Nicole walks us through her impressive career path going from call centers and hospitality, and into healthcare where an unfortunate care experience set the tone for her high-quality leadership focus; Nicole teaches us a great point about meeting both the expressed and unexpressed needs of our patients; She shares a dark moment story teaching us that we must fully understand our environment before we’re able to make changes; Nicole teaches us a service principle-centered around putting the employee first; She shares one her best strategies for empowering and engaging her team; Nicole gives us an aha moment that you all will absolutely want to consider using within your own organization; She spotlights on how COVID-19 has helped to dissolve many of our healthcare silos, And why quality and service is a marriage of necessity; Connect with Nicole on LinkedIn https://www.linkedin.com/in/nicolelcable/ InnovaCare: https://innovacarehealth.com/ Access The Healthcare QualityCast LinkedIn Group: https://www.linkedin.com/groups/12203005/ Join The Quality Impact Academy: https://theqiacademy.mykajabi.com/--- Send in a voice message: https://podcasters.spotify.com/pod/show/healthcarequalitycast/message

Here in episode #82, Nicole walks us through her impressive career path going from call centers and hospitality, and into healthcare where an unfortunate care experience set the tone for her high-quality leadership focus; Nicole teaches us a great point about meeting both the expressed and unexpressed needs of our patients; She shares a dark moment story teaching us that we must fully understand our environment before we’re able to make changes; Nicole teaches us a service principle-centered around putting the employee first; She shares one her best strategies for empowering and engaging her team; Nicole gives us an aha moment that you all will absolutely want to consider using within your own organization; She spotlights on how COVID-19 has helped to dissolve many of our healthcare silos, And why quality and service is a marriage of necessity; Connect with Nicole on LinkedIn <a href="https://www.linkedin.com/in/nicolelcable/" rel="nofollow" target="_blank">https://www.linkedin.com/in/nicolelcable/</a> InnovaCare: <a href="https://innovacarehealth.com/" rel="nofollow" target="_blank">https://innovacarehealth.com/</a> Access The Healthcare QualityCast LinkedIn Group: <a href="https://www.linkedin.com/groups/12203005/" rel="nofollow" target="_blank">https://www.linkedin.com/groups/12203005/</a> Join The Quality Impact Academy: <a href="https://theqiacademy.mykajabi.com/" rel="nofollow" target="_blank">https://theqiacademy.mykajabi.com/</a>--- Send in a voice message: <a href="https://podcasters.spotify.com/pod/show/healthcarequalitycast/message" rel="nofollow" target="_blank">https://podcasters.spotify.com/pod/show/healthcarequalitycast/message</a>

Nicole Cable, MHS, CPXP, LBBP Chief Experience Officer

Nicole Cable talks about the human experience and how it can be adapted in patients/hospitals and how to deliver affordable healthcare that's safe and high quality.

#018 - Nicole Cable