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Dexter Janet Borrowman, CHIE, CN-BA, CPXP

Director, National Care Experience Department

Dexter BorrowmanAs the director of Kaiser Permanente’s National Care Experience Department, Dexter Janet Borrowman provides care experience executive coaching. A certified Studer Group Coach, she provides on-the-ground coaching and consulting services to national, regional, and medical center leadership teams to help them implement the Culture of Excellence Approach. The Culture of Excellence Approach is a comprehensive organizational transformation framework that creates highly accountable and engaged cultures and introduces evidence-based practices to improve patient care and organizational outcomes across a balanced scorecard.

Dexter’s background is in executive coaching, customer experience, and operations. She began her Kaiser Permanente career as a senior consultant for the implementation and optimization of the program-wide electronic medical record, KP HealthConnect. Previously, Dexter was an entrepreneur, leadership and education director, and executive coach and consultant in Asia for eight years. Upon her return to the U.S., Dexter served as the director of operations for the English Center for International Women at Mills College, and as director of operations for one of the nation’s first multilingual career centers, which under her tenure was awarded an Annie E. Casey Foundation Award for Excellence. Dexter has also spent time as a Coro Foundation Community Leader Fellow with a focus in access to health care. As an intern with Harvard Medical School, she wrote her academic thesis on access to health care. She is a certified American Health Insurance Plans executive.

In addition, Dexter is a recent breast cancer survivor. She has channeled that passion into her Kaiser Permanente work as the national champion for peer support/navigation involving health plan members in the co-delivery of care through peer navigation and support to other patients who are diagnosed with similar chronic conditions and life-threatening illnesses.

Dexter earned a bachelor’s in human studies from Bradford College and completed her senior thesis on “The Case for Entitlement to Health Care.” Dexter is a certified health insurance executive, a certified navigator-breast advocate, and a certified patient experience professional—one of the first people in the United States to receive this new industry designation.

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