Loren Jacome

With more than 15 years of immersive experience across outpatient and hospital systems, Loren Jacome, MHA, CSBI, CPXP brings a rare blend of frontline insight, strategic leadership, and operational excellence. A dedicated and versatile healthcare administrative professional, Loren has built a career focused on strengthening the patient journey while aligning patient-centered initiatives with organizational performance.

As Senior Director of Patient Experience at Essen Health Care, Loren leads initiatives designed to elevate the patient journey across the organization. Her work focuses on ensuring that every patient interaction reflects consistency, compassion, and excellence, reinforcing Essen Health Care as a trusted and preferred provider for the communities it serves. Through thoughtful strategy and cross-department collaboration, she works to ensure that the patient experience complements the high-quality clinical care delivered throughout the organization, ultimately fostering the confidence that leads patients to recommend Essen to their families and friends.

A native of Washington Heights in New York City, Loren has held pivotal roles across both patient-facing and leadership capacities within outpatient clinics and hospital systems. Among her most notable experiences was her work with the Global Patient Services population at NewYork-Presbyterian Hospital, a high-stakes environment that contributed significantly to her expertise in developing care coordination processes designed to create seamless care experiences for diverse patient populations.

Loren also served as Patient Experience Manager for the New Jersey region at Optum, part of the UnitedHealth Group family of businesses. In this role, she served as a subject matter expert, partnering with executive, clinical, and operational leadership to integrate qualitative and quantitative patient experience data into strategic improvement plans. Her leadership contributed to measurable performance outcomes, including a 9-point increase in Net Promoter Score (NPS) for the region within a ten-month period—well above the typical 2–3 point improvement often seen in similar initiatives.

Loren is fluent in Spanish and Portuguese, certified as a medical interpreter, and brings extensive experience supporting international patients in complex healthcare environments. Her professional background includes service at several leading New York City institutions, including NewYork-Presbyterian Hospital, Memorial Sloan Kettering Cancer Center, and Hospital for Special Surgery. She holds a Master’s degree in Healthcare Administration and is credentialed as a Certified Specialist in Business Intelligence (CSBI) by the Healthcare Financial Management Association (HFMA). Her expertise spans multiple healthcare service lines and integrates operational, financial, and clinical perspectives to drive system-wide improvement.

Beyond her professional work, Loren is deeply committed to community engagement. She volunteers with the Emmanuel Foundation NY, where she teaches financial literacy to underserved populations, including participants in the Feast Harlem program and Latin American immigrant communities working to establish themselves in the United States. She also serves at the Apostolic Assembly’s Temple Emanuel, mentoring children and adolescents and helping them integrate Christian values into their daily lives.