Rewriting the Patient Experience Script: Why I Joined PERMA FAIR to Transform Healthcare

By Rosie Fields, rN, CCM | Vice President, Director of Member Experience & Operations

“To truly improve the patient experience, we must understand the patient journey from the patient’s perspective.” – Jason A. Wolf, President of the Beryl Institute 

As a new Registered Nurse, I quickly experienced how broken our healthcare system was. Disease treatment was prioritized over prevention, and patient satisfaction surveys like Press Ganey often mattered more than real health outcomes. I found myself frustrated that even in not-for-profit hospital systems, metrics rooted in profitability seemed to outweigh meaningful recovery or long-term care planning. 

My professional path changed when I cared for a kidney transplant patient who ultimately succumbed to complications. Over months of treatment, they shared painful stories about trying to navigate a system they didn’t understand. As I stood by their bedside one final time, I couldn’t help but wonder how many steps in their journey might have gone differently—if only someone had guided them sooner. 

I struggled to reconcile my purpose as a nurse with the impact I was making. I didn’t want to just be a band-aid—I wanted to help prevent the injury in the first place. I faced countless ‘what ifs’ knowing we can do better—one patient at a time.  

These ‘what ifs’ have stayed with me, fueling my passion for equipping patients with the tools they need to navigate care—before it becomes critical. That mission ultimately led me to PERMA FAIR. 

At PERMA FAIR, improving health outcomes isn’t a side effect—it’s the goal. I found a multi-directional model rooted in compassion, innovation, and impact. PERMA FAIR’s commitment to transparency, integrity, and fairness aligns deeply with my values. Their approach ensures employees and employers receive cost-effective, simplified healthcare with a dedicated team of experts helping them navigate their healthcare options while also valuing provider reimbursement. That’s not just necessary—it’s revolutionary. 

PERMA FAIR isn’t just a healthcare company—it’s a values-driven movement. Their loyalty, consistency, and transparency reflect everything I believe healthcare should be. No answering to private equity as in previous roles. No hidden fees. Just real people offering real solutions. It’s a model built not to exit, but to endure—and that’s a mission I’m proud to stand behind. 

What I bring to PERMA FAIR is a unique blend of clinical experience and business acumen. As a Registered Nurse and Certified Case Manager, I understand the complex realities of patient care. As a strategic leader, I know how to align care with business goals—reducing costs, improving outcomes, and driving system-wide change. 

Today, I carry those early lessons into every member interaction. I joined PERMA FAIR because I believe in smarter, human-centered healthcare, and the power of meeting people where they are—before it’s too late. 
 
This is more than a job. It’s a mission I’ve prepared for my whole career—and I’m honored to lead it.