Role: Clinical Operations Lead - Mount Sinai Health System (REACH)
REACH needed a more consistent digital patient-engagement model as the program supported approximately 150–160 active patients across four weekly clinic sessions. Low and inconsistent MyChart enrollment limited patients’ access to appointment information, secure messaging, medication resources, and after-visit materials between visits.
Enrollment depended on variable frontline practices rather than a standardized operating process, resulting in uneven digital access and missed opportunities to strengthen patient-provider communication, continuity of care, and patient participation in treatment. The program required an implementation approach that embedded MyChart enrollment and education into routine clinical operations.
I led a nine-week MyChart implementation to integrate digital engagement into REACH’s care-delivery model.
I assessed current MyChart utilization, mapped enrollment barriers and workflow gaps, and defined implementation priorities across intake, patient navigation, education, and discharge. In partnership with providers, nursing, patient navigators, the Health Education Team, and Epic support, I designed a future-state enrollment model that established clear ownership, consistent patient touchpoints, and standardized education practices.
I then embedded MyChart enrollment into routine clinical workflows and developed patient-facing education resources to support activation and sustained use. During go-live, I supported frontline adoption, monitored enrollment trends, gathered stakeholder feedback, and refined workflows to establish a repeatable digital-engagement model for ongoing clinic operations and future digital-health initiatives.
The Impact