Ep.23 - Why Kindness Should Be Standard Practice - Joan Cox

From building trust with vulnerable communities to redefining the role of digital in healthcare, Joan Cox leads with a deeply human approach to patient experience at LifeBridge Health. Drawing on her work across diverse communities, she shares why true transformation starts with empathy, connection, and community-driven care.

In this episode, Joan explores how digital tools must support - not replace - human interaction, the hidden toll of compassion fatigue, and why patient experience is essential to both clinical outcomes and lasting change.

Guest Bio

Joan Cox is the Chief Experience Officer at LifeBridge Health, where she leads initiatives that embed empathy, human connection, and holistic care into every aspect of the patient journey.

With extensive experience collaborating with organizations like the Mayo Clinic Network, Joan brings a deep understanding of how mission-driven transformation can improve both patient outcomes and organizational health.

Drawing from her work across diverse communities—from underserved desert populations to urban healthcare systems—she specializes in creating systems that support both clinical excellence and emotional connection. Passionate about empowering patients and healthcare teams alike, Joan is committed to reshaping healthcare delivery around compassion, community, and lasting impact.

Chapters

00:00 Introduction to Joan Cox and her CX leadership at LifeBridge Health

02:47 Lessons from Arizona: Building trust with underserved communities

08:43 Redefining mission-driven healthcare in Baltimore

14:28 Digital engagement vs. human connection: Finding the balance

21:26 How patient experience drives financial outcomes in healthcare

30:37 Organizing CX teams to embed the patient voice at the executive level

39:18 Breaking silos: Collaborating across marketing, IT, and care teams

49:39 Leading through presence: The power of small moments

58:29 Joan’s vision: Equal access to care for all

Jochem’s Profile - ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jochemvanderveer/⁠⁠⁠⁠⁠⁠⁠⁠⁠

Joan's Profile - https://www.linkedin.com/in/joan-pendergast-cox-cpxp-66b3287/