Michelle Bass began a new role with Mercy’s Arkansas communities on July 1. Bass now serves as vice president – service excellence for both Mercy Hospital Fort Smith and Mercy Hospital Northwest Arkansas and their surrounding communities. In the position, Bass is responsible for implementing and sustaining Mercy’s patient experience strategy and service standards.
Bass, of Rogers, has been with Mercy for 27 years and most recently served as vice president of quality, risk and service for Mercy Hospital Northwest Arkansas in Rogers. She has also been a community leader for service (patient experience, culture and co-worker experience), compliance officer, HIPAA privacy officer, risk manager and process improvement leader.
In her new role, she serves as a member of the Fort Smith and Northwest Arkansas executive leadership teams, providing operation and “voice of the patient” insight to hospital presidents Ryan Gehrig and Eric Pianalto, as well as direct process and observations to target service improvement opportunities.
Bass directly oversees the service process and procedures with front line leaders and quality leaders to develop and support improvements that strengthen co-worker engagement, leadership accountability and patient loyalty.
Bass has a bachelor’s degree in business administration and master’s in jurisprudence with a focus on health law from Loyola University. She is a member of the American College of Healthcare Executives and holds certifications from the Health Care Compliance Association, National Association of Healthcare Quality and the Patient Experience Institute.
“It is truly a privilege to serve with the dedicated people of Mercy to uphold our commitment to provide compassionate care and exceptional service for our patients, families and communities,” Bass said.