Crothall’s Keenan Cortez has a novel, three-fold impression on the individuals of Joplin, Missouri. He’s the affected person expertise supervisor at Freeman Well being System, town’s mayor, and an affiliate pastor at St. Paul’s United Methodist Church.
In these roles, Keenan brings distinctive alternatives for Crothall to attach extra carefully with sufferers whereas additionally serving to the corporate deliver its assets to assist others in the neighborhood.
“I imagine my work at Freeman and my position as mayor have helped elevate Crothall’s presence and status,” Keenan says. “Sufferers acknowledge me and might’t imagine the mayor visited them of their room. It offers us lots of favorable consideration and opens up different methods for Crothall to contribute to the neighborhood.”
Distinctive Background
Cortez, who additionally served within the US Marine Corps, grew to become concerned in native authorities in 2004 when he was appointed to the Joplin Police Division’s Citizen Advisory Council. In 2019, he was appointed to town council and was elected mayor by the council in 2024. Twenty years of presidency service have enabled him to assist Crothall higher perceive the neighborhood.
For instance, at his course, Crothall offered complete cleansing providers following the development of 8 flats to assist the grand opening of the Washington Household Hope Middle—a facility devoted to serving ladies and kids escaping damaged houses by providing meals, shelter, and important providers.
“We’ve taken volunteers there on a number of events to scrub the ability professional bono, which helps lower their prices and improve the extent of care,” Keenan says. “Leveraging my relationships, we’ve been in a position to make use of our experience and assist individuals who want it probably the most.”
Due to his information and relationships with individuals who function town’s homeless shelters, Crothall was in a position to ship a whole lot of pairs of socks to those locations as a part of Compass One’s annual Socktober marketing campaign.
“Because the mayor of Joplin, Keenan is in excessive demand from many organizations,” says Gavin Goodwin, Crothall’s Resident Regional Supervisor at Freeman. “As such, he has invaluable perception into the alternatives accessible to assist the neighborhood. From his suggestions, we will mobilize Crothall’s assets to help these in want.”
Freeman Well being System’s 100-Yr Anniversary
When not too long ago celebrating its 100-year anniversary, Keenan was one of many most important audio system, delivering separate proclamations honoring the hospital on behalf of town of Joplin and the state of Missouri.
He is aware of the hospital effectively, serving as Crothall’s Affected person Expertise Supervisor since October 2020. Underneath his management, HCAHPS Cleanliness scores have considerably elevated in recent times. Thus far in 2025, they’ve jumped 6 factors in comparison with the identical time final 12 months.
Keenan credit his workforce, led by affected person ambassadors Shannon Walker and Kelsey Allen, for the soar in HCAHPS scores.
“They make the majority of the visits within the hospital, and it’s their personalities and method to the job which can be making sufferers extra glad,” he says.
Their robust efficiency has enabled Keenan to give attention to enhancing EVS coaching in addition to enhancing the EVS recognition program and constructing stronger relationships with the hospital’s scientific employees.
At Goodwin’s course, Keenan did in depth analysis, together with touring to Pittsburgh, PA, to tour a simulation and Coaching lab at Allegheny Well being Community. This journey and analysis resulted within the creation of the EVS Studying Lab at Freeman. The Studying Lab is the first coaching middle for all new hires. Crothall has 109 EVS associates at Freeman Hospital, so sustaining a well-educated workforce is a key to success.
Keenan and EVS Workplace Administrator Amie Mays educate a brand new class each two weeks. Each new affiliate receives a handbook and three days of instruction and hands-on coaching within the Studying Lab. There are three school rooms to show them numerous expertise, starting from each day cleansing methods to cleansing rooms as soon as a affected person is discharged. New associates additionally hear from Freeman’s An infection Prevention workforce on how Crothall enhances its work.
Keenan makes a presentation to every class on the significance of affected person experiences, together with the impression on HCAHPS scores. Along with correctly cleansing and disinfecting a room, new associates discover ways to current themselves to sufferers to make sure every affected person is conscious of and assured within the housekeeping providers they obtain.
“We now have a excessive customary, so we wish to characterize the division and the corporate in probably the most skilled means we will. It’s necessary every new EVS affiliate rapidly understands that idea.”
To spherical out the coaching, every new affiliate is paired with a coach for a number of days earlier than they tackle their preliminary cleansing assignments. In consequence, Keenan says the Studying Lab has contributed to lowering EVS affiliate turnover by practically 50 %.
Recognition for Associates, Scientific Employees
Keenan additionally focuses closely on worker recognition and constructing relationships with Nursing departments.
Crothall’s GEM Frontline awards are month-to-month, though Keenan commonly rewards the frontline employees with tokens that may be redeemed within the division’s Goodie Retailer to purchase mushy drinks, vitality drinks, and a wide range of meals from sweet bars to lunches. Self-care merchandise are additionally accessible.
Along with recognizing EVS Employees, Keenan leads quarterly celebrations to reward and acknowledge nursing departments as effectively. The awards embody trophies and certificates highlighting probably the most improved and high HCAHPS scores. The employees members of models receiving the awards additionally take pleasure in a cart of pastries and fruit.
“These joint celebrations have resulted in elevated communications and higher total relationships between the scientific suppliers and our frontline employees. It takes this partnership to attain the specified consequence of improved HCAHPS outcomes.”
My Mission – To Be of Service
Keenan was licensed as a pastor in July 2023 and was appointed assistant pastor at St. Paul’s United Methodist Church. Keenan and his household have been members of the church for greater than 15 years.
“I’ve identified for the reason that age of seven that my calling was to evangelise the gospel and to minister to individuals,” he says.
Keenan says his position as a pastor is tied carefully to his work as mayor and a affected person expertise supervisor.
“My mission to God is to be of service,” he says. “In healthcare, we regularly see individuals of their worst moments. Throughout that point, we will present them the drugs no physician can present.
“I inform my employees that they’ll’t go away the affected person till the affected person smiles or laughs. That’s among the finest medication that may be provided in a hospital. By caring for individuals and making them really feel secure, cared for, and completely satisfied, we get to reap the rewards.”
