Session Description
Join Paige Fury with the Washington State Office of Financial Management to explore practical strategies for delivering excellent customer service and managing change effectively within public health organizations. Participants will learn key principles of empathetic communication, cultural awareness, and community partnership, alongside foundational change management models such as Kotter, ADKAR, and Prochaska. The session highlights how integrating customer focused practices with structured change initiatives strengthens trust, improves service quality, and supports smoother transitions during change.
Learning Objectives
- Understanding Customer Service in Public Health.
- Best Practices for Delivering Excellent Customer Service.
- Fundamentals of Change Management in Public Health Organizations.
- Integrating Customer Service with Change Initiatives.
Presenter Information
Paige Fury is an accomplished Organizational Change Management Specialist with more than twenty years of experience in health care administration and a decade of expertise in policy and process improvement. She currently serves at Washington’s Office of Financial Management (OFM), where she leads complex change initiatives, strengthens cross agency collaboration, and develops readiness strategies that support large-scale transformation efforts.
Paige’s career spans multiple high impact roles within the Washington State Department of Health, including Legislative Policy & Program Analyst, Joint Agency Liaison, Fiscal Consultant, Compliance Officer, and Manager of Complaint Intake. In these positions, she guided legislative research and implementation, led inter agency compliance efforts during the COVID 19 response, oversaw multimillion dollar budgets, and managed critical regulatory and enforcement processes. Earlier in her career, she supervised grants and contracts at MultiCare Health System, managing federal, state, and local programs focused on community health, nutrition education, and cross-sector partnerships.
Recognized widely for her leadership and community impact, Paige is the recipient of numerous awards, including the DOH Zo8 Wellness Award, the MultiCare Presidents Award for Community Partnership, the Washington Health Foundation Health Hero Award, and the Business Examiner HealthCare Champion Award. She holds a Master of Public Administration from Bellevue University, a Bachelor of Health Services Administration from Baker College, and certifications in Prosci Change Management and Lean Six Sigma.
Paige brings an energetic, solutions focused approach to change leadership—grounded in collaboration, continuous improvement, and a deep commitment to public service.