Children’s Mercy set out to solve a persistent problem in hospital care: nurses spending too much time on non‑clinical tasks. In this episode, CEO Alejandro Quiroga, MD, MBA, shares how the Helen concierge ecosystem is returning meaningful time to nurses, reducing interruptions, and improving patient and family experience. He breaks down the outcomes, the safety and standard‑work design behind the model, and why applying complexity principles—rapid iteration, hypothesis testing, and responsive workflows—was essential. Ale also explores what health systems can learn from tech industries that excel at adaptability and speed.
From Friction to Focus: How Children’s Mercy Reengineered Nursing Workflows with Helen
Featured Speaker:
Alejandro Quiroga, MD, MBA
Alejandro Quiroga, MD, MBA, is President and CEO of Children’s Mercy, leading a nationally-recognized pediatric health system. With a team of more than 9,000, he drives innovation to create an agile, patient-centered experience. A pediatric nephrologist by training, Ale previously held senior leadership roles at Corewell Health, overseeing strategy and operations for 10 hospitals and 120 outpatient sites. He earned his medical degree from Universidad del Rosario in Colombia, completed residency and fellowship training in the U.S., and holds an Executive MBA from Grand Valley State University.