Central Carolina Hospital has named its first Patient Experience Coordinator to enhance the patient and family experience across the hospital.

Carrie Shields, who has worked at CCH since June 2024 as a Patient Access Representative II, was named to the new role on Sept. 22.

“This role will drive strategic initiatives and collaborate with hospital leadership to develop and implement action plans, perform front-facing customer interactions, and provide expert coaching and mentoring for our staff on best practices related to patient-centered care,” said Dave Santoemma, CEO of CCH. “It will also take advantage of data-driven insights into patient needs and preferences, which will help drive targeted improvement strategies.”

A native of Anchorage, AK, Carrie earned her associate's degree in human resources from the University of Alaska Anchorage. Her prior work experience spans roles such as Office Manager, Bookkeeper, Credentialing Specialist and, most recently, Substitute Teacher.

As a military spouse, she has lived in Alaska, Florida and North Carolina. She and her husband, Brandon, now live in Cameron and have two children: Phoenix James, 13, and Hazel Love, 12.

Prior to joining CCH, Carrie worked as Evening Coordinator Lead and then was promoted to Director of Member Services for the Saleeby Family Branch YMCA of the Sandhills.

“I’m soaking in the support, the training, the involvement, the time and attention being poured into me,” Carrie said. “The force rooting for me to succeed is powerful and encouraging. That’s all I need to stay inspired and engaged. I will make so many people proud as I help influence the experiences here to be quality the first time, every time.

“I want to learn from the staff so that together, as a team, we can become this whole big heartbeat of the Sanford community.”