Ms. Erica Rubinstein is the Vice President of Service Excellence and Patient Experience for Mount Sinai Health System (MSHS). Ms. Rubinstein is a passionate leader who works to align the mission, vision, and values of the health system around the patient experience. Much of her work over the last few years has been in promoting a system wide cultural transformation that focuses on keeping the patient at the center of everything we do. She works with key stakeholders and partners closely with the Chief Transformation Officer to develop and align a system-wide patient experience data strategy, that focuses on looking at both patient and staff feedback in order to implement best practice interventions to improve the patient experience. Under Ms. Rubinstein’s leadership, the MSHS has transformed the way that staff addresses and responds to a patient/ family complaint or grievance by significantly reducing its response time while also utilizing a service recovery model that focuses on compassion and empathy. She has also introduced new and innovative technology in language interpretation so that our providers and patients can communicate more easily and effectively. Ms. Rubinstein has also led several initiatives in partnership with the MSHS Office of Diversity and Inclusion (ODI) such as developing ADA awareness training and enhancing the transgender patient experience. Ms. Rubinstein is a licensed clinical social worker (LCSW) in New York State and she is a Certified Patient Experience Professional (CPXP).