Jake Poore

Jake Poore is recognized in the healthcare industry for his expertise in patient experience and cultural transformation. As president and chief experience officer of Integrated Loyalty Systems, Poore has focused his career on service design and clinical care improvement. His commitment to transforming healthcare began after observing the disorganization and inadequate treatment his father received during a hospital stay.

Poore spent nearly two decades at Walt Disney World Company in Florida, where he contributed to recruiting, hiring, training, and aligning 65,000 employees to deliver individualized experiences. He played a key role in launching Disney Institute, the company’s external training division, where a significant portion of attendees came from healthcare, fueling his interest in patient experience improvement. Following this, Poore founded Integrated Loyalty Systems, aiming to enhance the human aspect of healthcare. He and his team have worked with organizations such as Kaiser Permanente, Cigna Medical Group, Penn Medicine, Ochsner Health System, and Dignity Health to support cultural transformation and patient-centered care.

Poore is known for his hands-on approach, collaborating directly with clinical and non-clinical teams to improve every stage of the patient journey. He has developed methodologies and organizational blueprints that help healthcare professionals worldwide foster alignment and accountability, emphasizing both quality and compassion in care delivery.

Poore serves as faculty for the American College of Healthcare Executives, teaching courses on designing cultures that drive patient experience excellence. He has received the Service Award from the American College of Healthcare Executives and the Ozmun Award in Administrative Excellence from Mayo Clinic. Poore is the author of "99 Lessons Learned From Disney To Improve The Patient Experience," a guide that draws on his experience at Disney and in healthcare to help organizations humanize care, reimagine culture, and create memorable patient experiences.