The HealthStream Engagement Institute was founded to help healthcare organizations improve the quality of the patient experience. How do we achieve this? By teaching that the patient must be at the center of everything we do in a hospital—every patient, every time. We begin by assessing and then developing the people who deliver care to truly understand and manage what the patient, sees, feels, and experiences.
Our tools, tactics and best practices are evidence-based and outcomes driven. We offer custom coaching that produces measureable, sustainable increases in patient satisfaction, employee engagement, quality outcomes, and profitability.
Vice President, HealthStream Engagement Institute
Katie has made patient-centered excellence a priority since she embarked on a career in healthcare. With two decades of experience helping organizations achieve service and operational excellence, Katie has proactively worked to gather the skillset and knowledge base to effect positive change in the healthcare industry. As a member of the HealthStream Leadership team, she oversees our coaching practice and the growth of our patient experience solution.
Katie is passionate about helping organizations create an environment that is fully focused on the patient. As leader of HealthStream’s coaching practice, she is tasked with managing an expert group of experienced coaches who are dedicated to improving the quality of the patient experience. Katie is also an innovator in her field, constantly studying new ways to deliver patient-centered care.
Katie previously served on the leadership team of Baptist Health Care (BHC) in Pensacola, Florida, where she supported the system’s sustained journey to excellence. She was instrumental in growing Baptist Leadership Group into one of the most respected healthcare coaching practices in the country—Baptist Leadership Group was acquired by HealthStream in 2013, now known as HealthStream Engagement Institute.
Prior to her tenure at BHC, Katie served as the Director of Market Research for the Methodist Le Bonheur Healthcare system, where she successfully led HCAHPS implementation for five acute care hospitals. Her well-rounded experience includes tenure at a leading children’s healthcare system, a for-profit hospital, and a children’s hospital. She is the lead author of The HCAHPS Imperative for Creating Patient-Centered Excellence and is currently working on her second book about the importance of speaking the patient’s language. She is frequently quoted and has been published in HFM Magazine and Hospitals and Health Networks. Ms. Owens is an internationally-recognized speaker and presents regularly at conferences for leading organizations, including the American College of Healthcare Executives, the Society for Healthcare Strategy and Market Development, and the Healthcare Financial Management Association.
Bachelor of Human Resources Development
Master of Healthcare Administration