Chief customer experience officer
Harvey Smith serves as chief customer experience officer for Providence Health & Services. In this role, he is responsible for developing strategies to achieve excellence in every customer touch point across the organization including 475 clinics, 34 hospitals, home health and digital services.
Prior to joining Providence, Smith served as chief executive officer and president of Pacific Medical Centers (PacMed) since 2002. PacMed, a not-for-profit multispecialty health care network, affiliated with Providence in May 2014. During his tenure, he positioned PacMed to achieve an outstanding record of customer satisfaction and has led community coalitions to improve access to care for the uninsured. Smith began his career in a Hawaii-based Fortune 500 oil company working mostly in organizational restructuring and start-ups. After 14 years in the oil industry, he joined Kapi’olani Hospital for Women and Children and spent the next 14 years building an integrated health care system based on the medical home model.
Smith holds a master’s of business administration from the University of Hawaii and a bachelor’s in business administration, finance and mathematics from Western Carolina University. He is a certified public accountant.