Van Do-Reynoso
“We can only move at the speed of trust.”
Van Do-Reynoso is Chief Customer Experience Officer and Chief Health Equity Officer at CenCal Health. She views customer experience through the lens of access, trust, and whether people can realistically get the help they need.
She came to CenCal from public health, where she led Santa Barbara County through the Thomas Fire, the Montecito debris flow, and the COVID-19 pandemic. Those experiences taught her that a service can exist on paper and still fail people if it's delivered the wrong way.
For Do-Reynoso, efficient CX should focus on how easily people can navigate the system, understand what support is available, feel comfortable asking for help, and access services designed with their circumstances in mind.
That also shapes how she thinks about health equity. She treats it as part of the operating model where access gaps, community feedback, social drivers of health, and differences in how people experience care all become signals for where the system needs to change. Her approach keeps CX connected to the conditions that determine whether a person can benefit from the service in the first place.
Do-Reynoso sees trust as something an organization earns through repeated decisions about access, communication, and responsiveness. Her work pushes CX beyond improving individual touchpoints to making the system work equally well for everyone who depends on it.
CenCal Health is a community-based, not-for-profit health plan providing Medi-Cal coverage across Santa Barbara and San Luis Obispo counties. Founded in 1983, the organization serves more than 230,000 members and works with over 1,800 local physicians, hospitals, clinics, and other providers to expand access to care across California’s Central Coast.