With over 25 years of leadership experience, Clay knows what it takes to achieve world-class results and world-class relationships. His diverse background and experience brings a unique perspective to his work. The consistent feedback from audiences is that Clay’s style is one of head (intellectual), heart (inspirational), and hands (instructional).

Clay serves as the managing director of operations, patient experience, for ChenMed. His responsibilities include:

• Designing, implementing, and hardwiring the VIP service and patient retention strategies for this value-based, primary care provider headquartered in Miami, Florida, that is rapidly growing its model across the country.
• Working with over 100 ChenMed centers in 13 different states to ensure evidence-based best practices are consistently executed by more than 5,000 workers.
• Consistently improving patient loyalty and retention results by more than 80% per year.
• Sustaining and improving an enterprisewide net promoter score of 80 (considered best in class).
• Helping to achieve 5 star-level Consumer Assessment of Healthcare Provider and Systems (CAHPS) results with numerous health plan/payor partnerships.
• Sustaining and improving enterprisewide employee engagement and employee turnover.

Prior to ChenMed, Clay served as director, international coach, and speaker at Huron. He served as an adviser for nationally recognized academic medical centers, large regional health systems, and national health systems. His clients included hospitals ranked as U.S. News & World Report's Best Hospitals and appeared on Becker's Hospital Review's 100 Great Community Hospitals and Truven Health's 100 Top Hospitals lists, Becker's Top 100 Rural and Community Hospitals list, and Modern Healthcare's Best Places to Work in Healthcare list. These organizations hold some of the highest value-based purchasing scores in the nation. Several have a five-star rating in patient experience from the Centers for Medicare & Medicaid Services, and they include the first six-time Magnet-recognized hospital and the top-ranked hospitals on the U.S. News & World Report Best Hospital list in Washington and Pennsylvania. Dozens of his clients received awards at Huron's annual What's Right in Health Care^® Conference, and many were chosen to present their results at the conference.

Clay also held the roles of radio department director and performance improvement program coordinator at The University of Tennessee Medical Center.