Steve Smith

Assistant Vice President of Enterprise Contact Center & Acces Inova Health System

For nearly five years, Steve Smith has served as the Assistant Vice President of Enterprise Contact Center & Access at Inova Health System in Northern Virginia. Inova, a five-hospital integrated health system, was recently recognized as the 2025 Press Gainey Health System of the Year—a testament to committed excellence in healthcare.

Before joining Inova, Steve held leadership roles across several well-known organizations outside the healthcare sector, including the Walt Disney Co, Under Armour, and Total Wine & More. These experiences provided him with a diverse perspective on operational excellence and customer service.

At Inova, one of his notable achievements was leading the integration of Hyro AI with NICE CXone (cloud-based phone system) and Epic Cheers CRM. This initiative was designed to improve patient access and elevate the overall experience for everyone who relies on Inova's services.

A key priority for Steve in his current role is maintaining daily communication and collaboration with both Operational and Technical partners. This ongoing teamwork is vital as Inova pursues innovative ways to enhance access through automation, always keeping the patient experience at the forefront in a friendly and supportive manner.