Manager of Patient Experience & Service Excellence: Aubrey A. Latessa
Hometown: Dighton, Ma
Professional background: I earned a bachelor’s degree in Healthcare Administration from Stonehill College. I am also certified as a Medical Assistant. I have close to 20 years’ experience in the health care industry, including roles in provider practice operations, clinical research, hospital operations, service excellence, and health plan operations. I am currently preparing for the Certified Patient Experience Professional (CPXP) certification examination. Fun Fact, I received a Mouseter’s Degree from Disney University as a member of the Walt Disney World College Program!
What makes you More than Medicine: Helping others is just my nature. It is part of the fabric of who I am, and how I was raised. At the age of 13 years old, I volunteer at Charlton Memorial Hospital as a “candy striper”, otherwise known as a volunteer in candycane stripes. Those three years as a volunteer shaped me more than I expected. I spent valuable time in each department helping patients and staff, and learned a ton about hospital operations. From then I knew my calling, and I knew it would in the healthcare field, and at Southcoast Health. Managing the Patient Experience Department now gives me that opportunity to help patients’ and families, anticipate their needs and go above and beyond to ensure their experience with us is a positive one.
Patient Relations Specialist: Lorraine Moniz
Hometown: Berkley, MA (Formally Fall River, Ma)
Professional background: I am a Certified Medical Assistant, Certified EKG Technician and Instructor, as well as a Certified Pharmacy Technician. I have spent 21 years working at Borden Medical Primary Care as the “right hand man” to Dr. Marc Theroux!
What makes you More than Medicine: I have been helping people my entire life. I have compassion, empathy and most of all plenty of kindness for humanity. I have a firm belief that I was put on this earth to help people. The Patient Experience Department is a team devoted to making things better for our patients. I am happy to be like Mr. Rogers says “one of the helpers”.
Patient Relations Specialist: Emma Wilkinson
Hometown: Westport, MA
Professional background: I attended Salve Regina University and obtained my bachelor’s and master’s degree in Healthcare Administration and Management, graduating in 2019. Prior to working on the Patient Experience team, I completed two internships with Southcoast Health’s Brand and Strategy Division. I officially started at Southcoast Health soon after graduation, as a Patient Relations Specialist.
What makes you More than Medicine: I wanted to make a positive impact on patient’s lives, and felt the healthcare field was the best place for me! Working for Southcoast Health I am able to make a difference for our patients which is most important to me. Finding ways to improve the patient’s experience and seeing it come to fruition is the greatest reward. I also have the great privilege to be part of a valuable mentorship with Kimberley Coon, Director of Medical Staff Services. This allows me to grow professionally, and enhance my skills to better serve the organization.