OhioHealth has named Lori Turner its first senior vice president and chief customer experience officer, a role reflecting the health system’s commitment to better understanding its patients and enhancing every aspect of their healthcare experience.
“OhioHealth wants to understand its customers at a deep level. Care teams serve patients everyday by understanding their needs. It is our intention to bring the customer voice to the organization,” Turner said. “Customers deserve to know exactly what’s going on with their health care. We have an opportunity to increase the ease, speed and clarity.”
“We are aware of the need for improvement and are on a journey to make that happen. We want to better understand what is most important to customers. In addition to clinical expertise, we need to deliver an amazing experience and deliver it in a big way. OhioHealth put a stake in the ground and has a bold vision around the customer experience,” says Turner.
“Lori’s deep experience leading customer-focused strategy in healthcare and building strong consumer-centered teams makes her the ideal leader for this work,” said Johnni Beckel, executive vice president and chief administrative officer at OhioHealth. “She brings a clear understanding of what today’s consumers expect and a strong track record of turning those expectations into meaningful change.”
Today’s healthcare consumers want to manage their health care with real-time digital access to information 24 hours a day, seven days a week. They want to get information, schedule appointments, view test results, and communicate quickly and seamlessly with their providers.
Turner envisions building the organizational “muscle” to listen at scale, continually monitor customer expectations and respond to changes. In her role as chief customer experience officer, Turner also leads OhioHealth’s entire marketing communications function.
Much of Turner’s career has been rooted in healthcare, where she has partnered closely with operational teams to improve patient experiences. As a champion of “the voice of the customer,” she has built systems to capture and act on consumer needs.
Turner believes that “great experiences don’t just happen -- they’re thoughtfully designed, continuously refined, and grounded in genuine human connection.”
Prior to joining OhioHealth, she was senior vice president and chief marketing officer for Blue Cross/Blue Shield of Arizona, a $4.5 billion company with 3,500 employees, two million members and 50,000 providers. She also has held leadership positions at Beacon Health System, headquartered in South Bend, IN, and Kettering Health Network in Dayton.
OhioHealth’s reputation for clinical excellence and “a big heart” drew Turner to the new role.
While her position provides her with a 30,000-foot view of healthcare operations, she also is inspired by ideas that come from unexpected places and small acts of kindness that reverberate throughout a community. “It happens on a personal level, and it can create a wonderful moment for the caregiver and the care receiver. OhioHealth has the cultural DNA to do this.”
Turner received a Master of Business Administration degree from the University of Dayton and a bachelor’s degree in design and marketing from the College of Mt. Joseph in Cincinnati.
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