Jake Poore

Looking for a speaker who will earn you raves? 

Jake Poore inspires action. But more than just that, he possesses the expertise, practical knowledge and real-world application to teach you how to fish... And that brings real results in your organization. 

Jake is a leader in customer/patient driven excellence, inspiring countless audiences to create exceptional experiences. He is a thought-leader, an inspiration and a catalyst for change for organizations who want to raise the bar on their satisfaction scores. 

And Jake doesn't do just that… he does his homework on your group/organization. He will customize his presentation around your needs and desired outcomes to ensure they are met.

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"Jake is the only speaker we've had to earn a perfect 5.0 rating from all our members; and we've had over 60 presenters at 19 Leadership Development Institutes over the past 5 years."  -- David Crouch, Chief Learning Officer, Blue Ridge Healthcare 

"He's a winner! If we had the opportunity to utilize his talents again, we'd be glad to do so."  -- JoAnn Shaw, Vice President & Chief Learning Officer, BJC Healthcare 

"Jake's knowledge of OUR [organization] is impressive! Really brings information home and relevant!"  -- Great Leader Strategies attendee 

"There are storytellers who come in, and you think, oh, that's a sad story, but they leave and you say, so what?" "Jake Poore has the ability to tell a story and get every person who hears it to realize the "so what"-- how I apply that in my role no matter who I am."  -- Carmen Kane, Performance Improvement Administrator, Mayo Clinic

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About Jake Poore

Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor's office or conducting patient focus groups.

As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare...and Jake's passion for helping to improve healthcare began.

Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies' patient experience strategy and map out and operationalize the ideal patient and employee experience.

Team ILS has successfully helped many healthcare organizations make cultural transformations including: Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare's ProgressWest Hospital.

Since 2009, Jake has been faculty for the American College for Healthcare Executives (ACHE) teaching a 2-day course sharing the blueprints for designing world-class cultures that drive exceptional patient experiences. In 2018, Mayo Clinic presented him with the prestigious Ozmun Award in Administrative Excellence.

Most recently, Jake published "99 Lessons Learned From Disney To Improve The Patient Experience", which provides real world strategies forimplementing Disney's world-class service into healthcare. Jake has also published a companion workbook designed to guide you through the 99 Lessons Learned.

In his free-time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children.

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Most Popular Topics (customized to your group)

Creating Exceptional Patient Experiences - Every Patient, Every Day

Patients want to be treated as an individual and not "the kidney in room 103". They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care side), while exceeding their expectations on how we provide it (the service side). Go with Jake as he takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service, delivered consistently and seamlessly through the eyes of their customers. In this engaging presentation, Jake will share his insights and experiences on the secrets to to success and how you can build it within your own service area.

 The Leader's Role in Building and Sustaining Exceptional Patient Experiences

Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their colleagues and associates.  In this session, Jake Poore will help participants understand both the approach and the tools successful leaders use to elevate experiences to world-class status.

This engaging session will help participants:

"The Power of Leadership Storytelling

Organizations known for providing world-class service are also known for their ability to tell compelling stories and to motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept, but they tell it to others, thereby reinforcing the culture.