WestCare creates new position focused on customer experience

Press release

From MedWest – Harris-Haywood-Swain

Janet W. Millsaps has been named Director of Service Innovation and Performance Management at WestCare, which includes the Harris and Swain hospital campuses. In her newly-created role, Millsaps will focus on the customer experience at the hospitals, working with employees to ensure patients, visitors, families, physicians and co-workers receive world-class service built on exceptional quality, efficiency and cost.

“Janet is known among staff and in the community for her ability to empower those around her to do their best for patients and for each other,” said Steve Heatherly, President and CEO of WestCare. “In her new role, she will be solely focused on innovating our hospitals’ culture to ensure an exceptional experience for everyone.”

Millsaps started at WestCare Health System in 1995 and has served the last three years as MedWest Chief Human Resource Officer. She has previously held leadership positions including 15 years as Vice-President of Staff Services for the Harris and Swain hospitals. Before joining WestCare, she served at the Jackson County Department of Public Health and Jackson County Parks and Recreation. She has extensive experience in talent development and customer service principles and training, and specializes in discussion facilitation aimed at positive outcomes.

“I am so thrilled at this opportunity to be back at Harris and Swain in a full-time capacity to serve others with an emphasis on our values and purpose. Our employees at Harris and Swain make a meaningful difference everyday in the provision of healthcare services to our communities. It is with great pride that I will be working with our healthcare staff, our medical staff and our community in building on our reputation for compassionate, quality care and services.”

Millsaps graduated from Western Carolina University with a BS degree in K-12 Health and Physical Education in addition to earning an early childhood teaching certification. She also holds a master’s degree in public affairs from WCU. She is a Fellow of the American College of Healthcare Executives and has attained certification as a Senior Professional in Human Resources.

Millsaps will begin her new role on January 1, 2013.


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