In the profession of healthcare administration, women have long shown themselves to be exceptionally capable leaders, guiding businesses through difficult times with empathy, resiliency, and creativity. Their skill in encouraging teamwork and putting patients’ needs first has been crucial in producing favorable results in the healthcare sector.
Sophia McCrae is an exceptional leader in healthcare management and Vice President of Standardization, Innovation, and Experience at Crothall Healthcare, the healthcare support services arm of Compass One Healthcare (Compass One). With a wealth of experience and expertise, Sophia has made significant contributions to the field, exemplifying the remarkable impact of women in leading patient-first healthcare practices.
Before assuming her current role, Sophia held the position of National Director of Patient Experience at Compass One Healthcare. In this capacity, she oversaw nearly 200 in-hospital patient experience managers spanning the Eastern United States. Her responsibilities included spearheading the development and realignment of organizational strategies and tactics pertaining to hospital support services and patient feeding.
During her tenure in Compass One’s Patient Experience division, Sophia played a pivotal role in the development and implementation of “Positive Impressions,” a platform designed to revolutionize patient experience by amplifying the patients’ voices. She strategically collaborated with industry leaders such as Press Ganey and Huron Rounding, orchestrating an impressive 2.8 million rounds as part of this initiative.
Sophia’s contributions extended beyond the field of patient experience, particularly during the challenging times brought on by the COVID-19 pandemic. She served as a key operator for Compass One Healthcare’s efforts at the New York City Javits Center, overseeing the establishment and operation of “pop-up” medical field services. Her leadership and dedication were instrumental in providing essential support to healthcare facilities and frontline workers during this critical period.
Professional Journey
Sophia earned her Bachelor of Science degree from Long Island University, where she cultivated a strong passion for fostering personal growth and nurturing the development of others. Prior to joining Compass One Healthcare, she gained valuable experience in the Food & Beverage sector at the prestigious Ritz Carlton. The Ritz Carlton provided Sophia with exceptional leadership and customer service training, which she continues to apply in her current role.
With 16 years of experience in elevating patient, family, and guest experiences, Sophia is deeply committed to leveraging data-driven insights to inform strategic decision-making. She is dedicated to driving process improvement through innovative solutions, ensuring that her organization remains at the forefront of excellence in patient care.
Sophia’s enthusiasm lies in employing experience-based strategies, building trust, and delivering impactful results through collaboration with key stakeholders. She believes that ongoing success is achieved through a collaborative approach that prioritizes the needs and experiences of patients and their families.
Balancing Family, Joy, and Professional Fulfillment
Sophia’s personal life is very enriched by her role as a devoted wife and mother to two wonderful daughters, who hold the center of her heart. As a dedicated dance mom, she delights in exploring creative arts and discovering new parks with her girls on weekends. Sophia finds joy in simple pleasures, such as watching sunsets, participating in hot barre classes, and indulging in the decadence of truffle fries whenever they grace a menu.
Guided by her principles of kindness and genuine support, Sophia seeks to make a positive impact in the lives of others each day. Whether it’s paying for the coffee of the person behind her at Starbucks, offering a heartfelt compliment to someone in need of encouragement, or uplifting others by recognizing and leveraging their strengths, she embodies a spirit of generosity and compassion.
In her professional endeavors, Sophia finds fulfillment in building successful teams and establishing frameworks that empower leaders to operate with optimal efficiency. Her dedication to fostering collaboration and supporting the growth of others extends beyond her personal life into her professional sphere, where she strives to create environments where everyone can thrive.
Journey with the Women’s Food Service Forum
As a member of the Women’s Food Service Forum (WFF), Sophia has accessed invaluable resources and forged connections with influential leaders that have been pivotal in her personal and professional growth. Through her involvement in WFF, Sophia has come to appreciate the significance of investing in relationship capital and how it profoundly impacts both individual success and collective connections.
Within WFF, Sophia had the privilege of being introduced to Executive Coach Justin Patton, whose teachings have left a lasting impact on her perspective on leadership. One key takeaway from Justin is the importance of establishing trust and recognizing the journey it entails. Sophia has learned that by embracing transparency, employing tact, and fostering a sense of togetherness, trust can be cultivated, leading to stronger partnerships and collaboration in the workplace.
Sophia values the lessons learned through her association with WFF and the guidance provided by thought leaders like Justin Patton. She understands that building trust is not just essential for personal relationships but also critical for fostering a positive and productive work environment where collaboration flourishes.
Path to Success
Sophia credits her success to her adeptness at leveraging her team and establishing credibility through tangible results. She prioritizes investing time in gaining a comprehensive understanding of both people and situations, recognizing that not every issue requires an immediate reaction. By demonstrating genuine interest in the personal and professional well-being of her team members, Sophia has cultivated an environment where they feel comfortable being authentic and empowered to pursue their goals. This approach fosters trust and enhances overall team performance.
Furthermore, Sophia places high importance on recognizing milestones, embracing vulnerability, cherishing small yet meaningful moments, and celebrating achievements collectively as a team.
Leveraging Sustainable and Innovative Solutions
As the Vice President of Standardization, Innovation, and Experience at Crothall Healthcare, Sophia holds a pivotal role in overseeing the company’s standardization practices to enhance operational efficiency and outcome measures. Her primary goal is to ensure that the organization leverages sustainable and innovative solutions to maintain its position as the top partner of choice in the healthcare industry. Sophia is passionate about integrating environmental and technological advancements into standardization processes to drive continuous improvement and excellence.
In addition to her responsibilities in standardization and innovation, Sophia also co-leads strategic partnerships aimed at ensuring that patient and nursing experience strategies drive sustainable outcomes, ultimately leading to increased retention and satisfaction.
One of the highlights of Sophia’s daily routine is receiving calls from her team members about their successes. Whether it’s gaining buy-in from a colleague to support a new idea or completing a project that helps them grow as leaders, Sophia takes great pride in the achievements of her team. These moments of celebration and recognition reinforce her commitment to fostering a supportive and empowering work environment where everyone can thrive and succeed.
Confronting Challenges
Sophia has embraced significant risks throughout her career by delving into and mastering topics or conflicts that initially made her uncomfortable. Through these experiences, she has discovered that venturing into uncharted territory and confronting challenging situations fosters stronger partnerships and ultimately leads to greater success. This concept resonates deeply with her, akin to the idea of roses growing through concrete, which she wholeheartedly believes in.
Just as roses thrive in unlikely conditions, Sophia recognizes the potential for growth and resilience in facing adversity. This mindset of embracing risks and challenges as opportunities for growth and transformation is at the core of Sophia’s approach to both her personal and professional life.
Hiring Priorities and Leadership Advice
When hiring a new team member, Sophia prioritizes qualities such as humility, genuine warmth reflected in the eyes, a compassionate nature, and a sincere dedication to serving others. These traits indicate a candidate’s ability to collaborate effectively, empathize with colleagues and clients, and contribute positively to the team dynamic.
For individuals stepping into leadership positions for the first time, Sophia offers valuable advice. She emphasizes the importance of listening attentively to others and showing genuine interest in the details that matter to them. Whether it’s noticing a photo of their children on their phone background or acknowledging a pin on a colleague’s blazer, building personal connections fosters strong and enduring partnerships. Sophia encourages new leaders to redirect their focus from identifying areas that require change to acknowledging and enhancing what is already functioning effectively.
