Maggie Ozan-Rafferty

Maggie Ozan-Rafferty joined Gallup in 2007 as Global Practice Leader, Healthcare. Maggie is responsible for leading research and strategic development, technology innovation, marketing, and client relationship management for Gallup's Healthcare Practice worldwide. She specializes in customer and employee engagement, strengths-based selection and development, and comprehensive organizational improvement for Gallup's healthcare clients.

Maggie has more than 20 years experience in the healthcare industry and has provided consultative services for many healthcare organizations, including major academic medical centers, large community hospitals, rural organizations, and physician offices. She has also served as the national director of patient care services with a Fortune 500 management services firm. In this role, she facilitated consulting engagements focused on patient care re-engineering initiatives with clients across the United States and provided consultative services for international customers. As an executive coach with a well-known national firm, Maggie worked with many U.S. clients, assisting them in their journey to excellence.

Prior to joining Gallup, Maggie served as a vice president for a large suburban hospital and was responsible for reducing labor costs, improving throughput and multiple quality indicators, building surgical volume, and improving employee and patient engagement. That organization was ranked number one for service in a competitive, quality-driven major metropolitan market; it was also named a Solucient Top 100 Hospital.

Maggie received her bachelor's and master's degrees in health administration from Governors State University in University Park, Illinois. She received her masater's degree in business administratrion from the University of Chicago's Graduate School of Business. A registered nurse, Maggie is a member of many professional organizations, including the American College of Healthcare Executives and the American Organization of Nurse Executives. She is actively involved in coaching young healthcare leaders and was twice selected by Governors State University as an Outstanding Clinical Mentor. Maggie, her husband, and their five children live in the south suburbs of Chicago.

Speaking Topics

• Patient Satisfaction Is Not Enough: Strengthening Care Through Engagement
• Leveraging Strengths to Engage Your Team
• Evidence-Based Care from the Patient's Perspective
• Redesigning the Patient Experience
• Soar With Your Strengths -- to Success
• The Path to Physician Engagement
• Leading for Innovation in an Emotional Economy