Webinar Series

Taking Command of Hospital Operations

How one medical system transformed the patient experience


The dynamics of a hospital system create patient, operational, and financial challenges. Patients are frustrated at the quality of care, employees are frustrated at inefficient processes and disjointed operations, and hospital systems are frustrated by reimbursement roadblocks.

But there is a cure.

Our webinar, “Taking Command of Hospital Operations” details how Community Regional Medical Center (CRMC) implemented a command center approach to transform its patient journey and improve communication, documentation, and processes internally.



Featured Speakers


Mario Molina


director, ttec digital


Mario has 20 years of experience in process improvement and optimization. Prior to ttec, Mario was a client manager for a tele-radiology company. He also was a Master Black Belt for Bank of America, working with its sales and marketing teams to improve performance and reduce sales variability. He has experience with laying the groundwork and building cultures by instituting a base lining methodology, developing and delivering training, launching projects and building the organization’s capabilities.

Dr. Mark Kestner


Chief Medical Innovation Officer, Community Regional Medical Center


Dr. Kestner is responsible for the development of new models of care to improve operational efficiency and resource utilization while improving the overall health of the population in central California. He began his surgical career as a general surgeon in the U.S. Army and subsequently became Chief of Trauma at William Beaumont Army Medical Center in El Paso and then at the University of New Mexico. He received his medical degree from the University of Michigan.