Affected person Expertise Supervisor, Mayor, & Pastor: How Keenan Cortez Helps Joplin, Missouri

Crothall’s Keenan Cortez has a novel, three-fold influence on the folks of Joplin, Missouri. He’s the affected person expertise supervisor at Freeman Health 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 intently with sufferers whereas additionally serving to the corporate deliver its assets to assist others in the neighborhood. 

“I consider my work at Freeman and my function as mayor have helped elevate Crothall’s presence and fame,” Keenan says. “Sufferers acknowledge me and may’t consider the mayor visited them of their room. IT provides us plenty of favorable consideration and opens up different methods for Crothall to contribute to the group.” 

Distinctive Background 

Cortez, who additionally served within the US Marine Corps, turned 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 group.  

For instance, at his route, Crothall supplied 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 girls 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 ready to make use of our experience and assist individuals who want IT essentially the most.” 

Due to his data and relationships with individuals who function town’s homeless shelters, Crothall was capable of ship lots of 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 precious perception into the alternatives out there to assist the group. From his suggestions, we are able to mobilize Crothall’s assets to help these in want.” 

Freeman Health System’s 100-Yr Anniversary 

When just lately 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 properly, serving as Crothall’s Affected person Expertise Supervisor since October 2020.  Beneath his management, HCAHPS Cleanliness scores have considerably elevated lately.  Up to now in 2025, they’ve jumped 6 factors in comparison with the identical time final yr.  

Keenan credit his crew, led by affected person ambassadors Shannon Walker and Kelsey Allen, for the bounce in HCAHPS scores. 

“They make the majority of the visits within the hospital, and IT’s their personalities and method to the job which are making sufferers extra happy,” he says. 

Their sturdy 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 medical workers. 

At Goodwin’s route, Keenan did in depth analysis, together with touring to Pittsburgh, PA, to tour a simulation and Coaching lab at Allegheny Health Community. This journey and analysis resulted within the creation of the EVS Studying Lab at Freeman. The Studying Lab is the first coaching heart 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 varied expertise, starting from day by day cleansing strategies to cleansing rooms as soon as a affected person is discharged. New associates additionally hear from Freeman’s An infection Prevention crew on how Crothall enhances its work.  

Keenan makes a presentation to every class on the significance of affected person experiences, together with the influence on HCAHPS scores. Along with correctly cleansing and disinfecting a room, new associates learn to current themselves to sufferers to make sure every affected person is conscious of and assured within the housekeeping providers they obtain. 

“We’ve got a excessive customary, so we wish to symbolize the division and the corporate in essentially the most skilled means we are able to. IT’s necessary every new EVS affiliate shortly 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. Because of this, Keenan says the Studying Lab has contributed to decreasing EVS affiliate turnover by almost 50 p.c. 

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 repeatedly rewards the frontline workers with tokens that may be redeemed within the division’s Goodie Retailer to purchase tender drinks, vitality drinks, and a wide range of meals from sweet bars to lunches. Self-care merchandise are additionally out there. 

Along with recognizing EVS Employees, Keenan leads quarterly celebrations to reward and acknowledge nursing departments as properly. The awards embody trophies and certificates highlighting essentially the most improved and high HCAHPS scores. The workers members of items receiving the awards additionally get pleasure from a cart of pastries and fruit. 

“These joint celebrations have resulted in elevated communications and higher total relationships between the medical suppliers and our frontline workers. 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 recognized because the age of seven that my calling was to evangelise the gospel and to minister to folks,” he says. 

Keenan says his function as a pastor is tied intently 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 folks of their worst moments. Throughout that point, we are able to present them the medication no physician can present. 

“I inform my workers that they will’t go away the affected person till the affected person smiles or laughs. That’s a few of the finest medication that may be provided in a hospital. By taking good care of folks and making them really feel protected, cared for, and blissful, we get to reap the rewards.”