05.12.2011

Monroe Clinic Appoints Vice President of Service Excellence

Cindy Werkheiser focuses on process improvement and exceptional experiences

Monroe Clinic is pleased to announce Cindy Werkheiser was promoted to vice president of service excellence. In her position, she guides strategic initiatives in service excellence and process improvement throughout the organization.

The new position is a reflection of growing emphasis on process improvement at Monroe Clinic, an effort that enhances efficiency, quality and the overall patient experience.

“A better process means a better patient experience,” Werkheiser said. “We observe and evaluate processes to eliminate the steps that do not add value to the patient's experience.  For example, by streamlining the pre-admission processes, patients no longer travel from one department to another and they can choose a time most convenient for them.”

This appointment is an expansion of her previous work as director of process improvement, a position she began in 2007. In her new role, Werkheiser will oversee patient and guest satisfaction, “first impression” services, such as registration, switchboard, concierge, valet and retail operations including nutrition services, gift shop and retail pharmacy.

Before joining Monroe Clinic’s management team, Werkheiser worked in the banking industry for 23 years and served on Monroe Clinic’s Board of Directors.

An active volunteer in Stephenson County, Werkheiser has served as campaign chair and Board President of United Way of Northwest Illinois and is currently serving as a board member.  She has also participated in fundraising efforts for March of Dimes, Red Cross and Relay for Life. She and her husband, Jeff, reside in Freeport, Ill.