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Kevin W. Freeman

Kevin W. Freeman is a seasoned Patient Experience Consultant who provides service excellence training to healthcare organizations who want to create a stronger service culture and build loyal relationships with their customers. He customizes and orchestrates programs and processes which measurably improve the organization’s internal and external customer satisfaction. He’s a proven implementation specialist who reinforces personalized messages with humor, passion, enthusiasm and authenticity.

With an extensive background in the hospitality and healthcare industry, Kevin understands the importance of creating a stronger service culture and has the ability to get front line leaders and physicians engaged into exceeding their organization’s customer service expectations. His service commitment is helping hospitals and physician groups translate their culture into a workplace climate that inspires excellence as he’s an energetic “reality speaker” who can motivate your entire team to greater heights.

Outside of his professional work activities, Kevin remains very active within his community promoting health and access to healthcare to medically under-insured and under-served families. He’s volunteered countless hours coordinating and facilitating community outreach programs that span from the south side of Chicago to the most southern Caribbean Islands. He’s currently the President of the Alumni Association Board of Directors for Robert Morris University Illinois and recently served on the Board of Directors for the South Chicago YMCA of Metro Chicago.

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Kevin W. Freeman, MM

Patient Experience Consultant & Patient Advocate

Educational Background

B.A. Speech Communications - Public Relations;
Southern Illinois University at Carbondale

Masters of Management in Healthcare Administration;
Robert Morris University at Chicago

Professional Organization & Affiliations

American College of Healthcare Executives (ACHE)
National Association of Health Services Executives (NAHSE)
Public Relations Society of America – Healthcare Academy (PRSA)
Chicago Health Executives Forum (CHEF)
National Forum for Black Public Administrators (NFBPA)

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Professional Qualifications

• Advanced knowledge of HCAHPS/CAHPS surveys, patient satisfaction survey tools, and complaint and grievance management

• Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives

• Ability to influence an entire enterprise workforce

• A proven track record of RESULTS and working with process management

• Able to elicit commitment from stakeholders and team members

• Performance in patient satisfaction surveys in the upper tier (75 percentile or higher)

• Able to lead & facilitate meetings across the enterprise and across diverse audiences.

Additional Areas of Expertise

The Malcolm Baldrige Criteria for Performance Excellence
Benchmarked performance excellence strategies and methods from various award winning recipients

HCAHPS Quality Assurance Guidelines
Can effectively analyze, translate and report data from approved HCAHPS survey vendors

The Ritz-Carlton Leadership Center
Adopted World Class Service Excellence Best Practices from hospitality industry experts

Health Insurance Portability and Accountability Act (HIPAA)
Stays abreast to the current HIPAA legislation and is able to identify critical compliance requirements for hospitals

The Joint Commission
Participated in numerous unannounced on-site inspections and familiar with their priority areas and certification standards

Mission Statement

Kevin’s mission is to guide hospital organizations and physicians groups through the process of strategic change. He provides a full continuum of development, management, leadership and consulting services to create a culture that can adjust and respond to change.

He strives to not only meet your team’s service commitments and patient and family expectations but to exceed them on every level and deliver exceptional value.