Betsy Hail

Betsy Hail

Chief Operating Officer Neighborcare Health
Betsy Hail

Betsy Hail is Chief Operating Officer of Neighborcare Health, where she leads clinical operations, information technology, facilities, and enterprise project management across one of the Pacific Northwest's largest community health organizations. A transformational healthcare leader, Betsy has built her career driving organizational change that improves access, strengthens care delivery, and creates more consistent patient and employee experiences across diverse care settings.

Prior to Neighborcare Health, she served as Executive Director of Primary Care at EvergreenHealth, leading multi-site operations, growth initiatives, and experience improvement efforts. Throughout her career, she has championed digital transformation, leveraging technology, data, and process improvement to support care teams and create more seamless patient experiences. Drawing on deep expertise in healthcare operations, strategic planning, and change leadership, Betsy is passionate about aligning people, processes, and technology to deliver cohesive, patient-centered experiences.

CX Healthcare Exchange East - Day 2

3:10 PM Panel Discussion: Consistent by Design: Creating Cohesive Experiences Across Systems

As healthcare systems grow more complex, delivering a cohesive experience across services, settings and locations becomes increasingly challenging. Experience leaders must balance the need for system-wide coherence with the realities of local variation, bringing together principles, standards, and behaviors without losing flexibility or engagement on the ground.


This panel explores how organizations are designing for consistency at scale, embedding shared experience ambitions while enabling teams across the system to bring them to life.

• Who should own experience across the system, and what are the trade-offs between central ownership and shared accountability?
• How can organizations define clear standards and direction while allowing for local adaptation and autonomy?
• What does it take to align teams, behaviors, and delivery across systems to create a truly cohesive experience for patients?

Check out the incredible speaker line-up to see who will be joining Betsy.

Download The Latest Agenda