Louise S. Albert, MA

Louise S. Albert is an award-winning change management leader who specializes in operationalizing patient and staff experience in large-scale health systems. With over a decade of experience spanning healthcare, tech, and public service, she is a leader at the intersection of human-centered leadership and data-driven strategy. As the Service Excellence Program Manager at NYC Health + Hospitals | South Brooklyn Health, Louise spearheads the ICARE with Kindness Initiative. She leads the strategic rollout of this culture transformation program, designed to elevate patient experience and employee engagement for the hospital’s 3,000+ staff members.

Her system-level expertise comes from her former role as Assistant Director of Training & Development for the central office of NYC Health + Hospitals, where she managed workforce development initiatives for 60,000+ employees. Louise is uniquely skilled in using AI-augmented learning tools and Lean process optimization to turn values-based models into measurable, sustainable action. She joins the International PX Congress to share actionable strategies for embedding kindness and accountability into the core DNA of a complex health system.