Belief #1: We're -- individuals and organizations alike -- in an ever-evolving state of "becoming"/realizing our fullest potential. My journey so far, perhaps like yours, has had many unforeseen and even life-altering twists and turns. Belief #2: One constant, though, has been my life's work: helping others. My personal mission is to lead and foster holistic individual and corporate transformation. Therefore, after my primary commitments to my family, friends and community, I am honored to be a part of optimizing healing healthcare and the patient/family experience within the recently created Rochester Regional Health System (Rochester General Hospital and legacy Unity Health System), Rochester, New York. Belief #3: Some of the experiences that have brought me to this point include: -- 20+ Years of Experience: * Customer Service, Guest Relations * Volunteer Resource Management (Volunteer Management, Volunteer Coordination) * Spiritual Care, Pastoral Care, Leadership * Mindfulness Meditation * Spiritual Coaching, Spiritual Direction -- 6+ Years of Experience: * Healthcare Volunteer Resource Management * Patient Experience * Patient and Family Centered Care (PFCC) -- Presentation/Speaking Invitations (selection): * Next Gen Patient Experience Conference, Dallas, TX. December 3-5, 2014. * Use of Mobile/mHealth Technology in Hospitals to Improve the Patient Experience.” Keynote for Mobile Pharma BizTech Conference. New York, New York. June 2014. * An Evidence-Base: Linking Volunteers and Patient Satisfaction. 2014 Patient Experience Empathy + Innovation Summit. Cleveland Convention Center, Cleveland, OH. May 20, 2014. Belief #4: If you've read this far, we've made a connection! Something in my story resonates with yours! Let's connect and continue what has only just begun! Namaste.

Director, Customer Services and Volunteers @ * Provides leadership for Rochester General Hospital’s customer service and First & Last Impression initiatives. * Co-chair of the hospital's Patient & Family Advisory Council charged with supporting, guiding, organizing, and leading the continuous improvement of the patient and family experience. * Provides overall vision and direction for the following departments: Information Desks, Valet Services, Volunteer Services, and Spiritual Care * Seeks input of patients and their families, department heads, and departmental paid and volunteer team members to identify, develop and implement best practices and services that improve the guest experience. * Creates and oversees implementation of volunteer recruitment and retention strategies. * Interviews, hires, and provides regular recognition and constructive coaching as needed. * Supervises and directs 20+ direct paid reports and numerous volunteer team members. * Plans and manages 5 departmental budgets. From November 2011 to Present (4 years 2 months) Rochester, New York AreaPresident (of the Board) @ * Leads the state association Board and directs the association's efforts to achieve its mission and vision. * Is a member of the Executive Committee * Presides at all meetings of the Association Board, including the Annual meeting. * Appoints, with Board approval, co-chairs for the state conference. Purchases thank you gifts for co-chairs and presents at conference. * Works with Vice President, Treasurer and site selection committee on contract negotiations for next year’s conference. * At the invitation of the Chapter Presidents, attends chapter meetings to keep members informed about NYSAVSA activities. Ideally, should attend meetings at all eight chapters during two year term * Gives focus and direction to committee chairs in planning and implementing the goals of the committees. * Prepares a summary for the annual meeting. From May 2014 to Present (1 year 8 months) Patient Experience Body of Knowledge Domain Development Team and Course Writer/Developer @ Contributing member, team leader, subject matter expert and co-writer/developer with Paul Westbrook (Vice President Patient Experience at Inova Health System) of the Hospitality and Healing Services Domain and Course for the Patient Experience Body of Knowledge and Certificate Program. http://www.theberylinstitute.org/events/event_details.asp?id=579894 From June 2012 to November 2014 (2 years 6 months) Vice President @ * Is a member of the Executive Committee * Assumes assigned duties and responsibilities as designated by the President or Board. * In the absence or incapacity of the President, assumes the duties of that office. * Co-signs all Association checks as needed. * Serves on Finance Committee. * Chairs Strategic Planning Committee * Handles arrangements/contracts for board meetings relative to accommodations and meals * Attends Executive Committee meetings when called by the President. * Monitors Strategic Plan goals. * Works with President, Treasurer and site selection committee on contract negotiations on the next year’s conference. * Prepares a report for Annual meeting. * Extends a written invitation to all Honorary members for Annual meeting and luncheon. * Ensures the continuity by meeting with successor prior to meeting of incoming Board to transfer and review records and to discuss recommendations of outgoing Board. * Purges any extraneous information, ensuring that all notebooks, boxes, etc. that are turned over to successor include only necessary and relevant information. From June 2012 to May 2014 (2 years) President @ * Facilitates quarterly association meetings * Leads collaborative efforts among regional peers to improve professional development of healthcare volunteer administrators From April 2010 to April 2014 (4 years 1 month) Rochester, New York AreaDirector, Volunteer Services and the Information Desks @ * Provides overall vision and direction for the Department of Volunteer Services. * Creates and oversees implementation of volunteer recruitment and retention strategies. * Benchmarks other hospitals throughout the nation to implement best practices with regard to volunteer management and programming. * Interviews, screens, orients, and places volunteers. * Interviews, hires, and provides regular recognition and constructive coaching as needed. * Supervises and directs 15+ paid and unpaid direct reports. * Plans and manages 3 departmental budgets. From June 2008 to November 2011 (3 years 6 months) Rochester, New York AreaVisiting Professor @ * Taught full course load per semester, including Morality in Business and Medical Ethics. * Developed in-depth and detailed course syllabi to communicate clearly the course descriptions, expectations, goals, learning objectives, course requirements, and grading/evaluative rubrics. * Collaborated on various college-wide projects, including Ethics Day and a Business Ethics Student Survey. * Provided regular office hours to counsel and meet with students. From September 2007 to July 2008 (11 months) Rochester, New York AreaSenior Pastor @ * Several years as a successful and innovative leader of a not-for-profit 501 (c)(3) whose mission and goals depended on volunteer recruitment, training, placement, retention, development, sustenance, and oversight. * Coordinated strategic planning, visioning and goal-setting process for not-for-profit organization of 4,500+ members * Planned, implemented, tracked, maintained, and evaluated strategic progress. * Prepared, balanced, and managed $850,000+ dollar budget. * Supervised a staff of 10+ persons: hired, developed, directed, supervised, and motivated. * Led public worship services and sacramental celebrations. * Regular delivery of daily and every-other-weekend sermons. From June 2002 to June 2007 (5 years 1 month) Sacramental Minister @ * Devised, developed, implemented, and oversaw first-ever and still successful inter- and multi-church, completely volunteer visitation ministry in Diocese of Rochester by contacting, recruiting, training, placing, retaining, and providing ongoing development and sustenance for the volunteers serving the 18 nursing homes, hospitals, and other healthcare facilities in NW Ontario County. * Designed and produced extensive, 15-hour volunteer training manual for the healthcare sector, and periodically updated with materials from the every-six-week, continuing formation/development sessions for volunteer reflection, sharing, study, and support. * Offered worship leadership and sacramental assistance at the churches in Canandaigua and Victor with primary responsibility for the church in East Bloomfield. From June 2000 to June 2002 (2 years 1 month) Assistant Pastor @ * Provided worship leadership and sacramental coverage with a team of other ministers * Offered one-to-one spiritual direction and coaching * Led the church's efforts to create Small Christian Communities. * Regularly visited and supported the K-8 primary and middle school From June 1996 to June 2000 (4 years 1 month)

Master's Degree, Divinity, 3.85 @ University of Toronto From 1991 to 1996 Clinical Pastoral Education, One Unit @ University of Rochester From 1995 to 1995 Bachelor's Degree, Theology/Theological Studies @ Saint Paul University From 1991 to 1995 B.S., General Business Management, 3.45 @ Saint John Fisher College From 1987 to 1991 High School @ Bishop Kearney High School From 1983 to 1987 Doug M.Div. is skilled in: Leadership, Healthcare, Public Speaking, Community Outreach, Volunteer Management, Patient and Family Experience, Patient and Family Centered Care, Mindfulness, Mindfulness Meditation, Hospitals, Training, Coaching, Team Building, Strategic Planning, Staff Development