Robert Gonzales, MHA, CPXP

Wildcard
DISC Type : sci

Director of Patient Experience at MemorialCare

United States

Overview

As Director of Patient Experience at MemorialCare, Robert Gonzales is a purpose-driven leader with over a decade of experience in healthcare. A Certified Patient Experience Professional (CPXP), he specializes in service excellence and culture transformation, working to elevate care and improve patient outcomes.

Robert is passionate about community involvement and is actively engaged in the Long Beach area, attending local business and educational events. He is a proponent of continuous learning, especially around empathy and equity, and is dedicated to mentoring future leaders and celebrating his teams achievements.

He is currently reading a workbook focused on helping healthcare providers grow in empathy, self-awareness, and equity-mindedness.

Personality Overview

ROI Driven

Curious But Skeptical

Friendly But Slow

They are often friendly and nice, but can sometimes suprise you with their piercing questions  They are unlikely to ever become strong champions even when the conversations are going well; you should focus on cultivating other champions They typically tend to be late adopters even when they seem friendly and excited about what you have to sell

Topics They Care About

Patient Experience
His entire career is dedicated to this field. He leads initiatives to improve patient outcomes and service excellence at major hospitals like MemorialCare and Mount Sinai.
Culture Transformation
He identifies as a "Culture Strategist" and focuses on creating empathetic, purpose-driven environments for both healthcare teams and patients.
Healthcare Equity
He shows a direct interest by reading and promoting a workbook focused on nurturing equity-mindedness and empathy among healthcare providers.

Media Appearances

Robert has no verified media appearances

Work History

12-2022
Director of Patient Experience at MemorialCare
10-2023 - 3-2024
Director of Service Excellence at Mount Sinai South Nassau
10-2020 - 12-2022
Director Of Patient Experience at CHA Hollywood Presbyterian Medical Center
9-2018 - 9-2020
Patient Experience Lead at New York-Presbyterian Hospital
11-2015 - 9-2018
Patient Experience Coordinator at Mount Sinai South Nassau

Education

Master of Healthcare Administration from Utica University
Bachelor of Business Administration (B.B.A.) from Morgan State University

More Information

Social Presence :

Prographics :

Exp : 10 Location : United States Job Level : Mid-senior Designation : Director of Patient Experience at MemorialCare
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Insights For Selling To Robert

During A Call Or A Meeting

DO's

  • Help them realize that there is no personal risk in making this decision
  • Invite them for a social do but don’t rely solely on the relationship
  • Be prepared for a lot of questions, answer them objectively

DONT's

  • Don't ask them to move fast, let them take their time and digest all the information
  • Don’t overhype the product/pitch, keep it measured
  • Do not sound overly eager, modulate your energy levels especially if you are generally enthusiastic

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Robert is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Robert

  • They are likely to give you a clear answer without taking you around in circles. However, if you share a good relationship, they might not be so forthcoming.

Insights For Deal Planning

    How fast (or slow) will Robert move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Robert take some risk or not?

  • They weigh all decisions systematically and are unlikely to take many risks.

You And Robert

Personality Compatibility


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