Crothall’s Keenan Cortez has a singular, 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 convey 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 a number 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, 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. 20 years of presidency service have enabled him to assist Crothall higher perceive the group.
For instance, at his route, Crothall supplied complete cleansing companies following the development of 8 residences to assist the grand opening of the Washington Household Hope Heart—a facility devoted to serving ladies and kids escaping damaged properties by providing meals, shelter, and important companies.
“We’ve taken volunteers there on a number of events to scrub the ability professional bono, which helps reduce 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 data and relationships with individuals who function town’s homeless shelters, Crothall was in a position to ship a whole bunch 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 helpful perception into the alternatives out there to assist the group. From his suggestions, we will mobilize Crothall’s assets to help these in want.”
Freeman Well being System’s 100-12 months Anniversary
When just lately celebrating its 100-year anniversary, Keenan was one of many primary 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 in recent times. To date in 2025, they’ve jumped 6 factors in comparison with the identical time final 12 months.
Keenan credit his group, 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 strategy to the job which can be making sufferers extra happy,” he says.
Their robust efficiency has enabled Keenan to concentrate on bettering EVS coaching in addition to enhancing the EVS recognition program and constructing stronger relationships with the hospital’s medical employees.
At Goodwin’s route, 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 train 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 lecture rooms to show them numerous abilities, 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 group 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 companies they obtain.
“We now have a excessive customary, so we wish to characterize the division and the corporate in probably the most skilled method we will. It’s essential 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. Consequently, Keenan says the Studying Lab has contributed to decreasing EVS affiliate turnover by almost 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 recurrently 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 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 probably the most improved and high HCAHPS scores. The employees members of models 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 employees. It takes this partnership to attain the specified end result 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 because the age of seven that my calling was to evangelise the gospel and to minister to individuals,” he says.
Keenan says his function 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 a few of the finest medication that may be provided in a hospital. By taking good care of individuals and making them really feel secure, cared for, and blissful, we get to reap the rewards.”
