Staffing models for integration of virtual visits into clinical operations

Author's Biography

Amrika Ramjewan is a Principal Strategist with the Mayo Clinic Innovation Exchange, where she partners with health care entrepreneurs, start-ups, and industry experts to bring breakthrough innovations to market. She has nine years of experience leading transformation projects in healthcare, with expertise in advanced analytics, digital transformation, innovation, process and systems engineering. She joined Mayo Clinic in 2017, having previously worked as a public sector transformation specialist in Trinidad and Tobago. She holds a postgraduate diploma in machine learning and artificial intelligence from Columbia Engineering Executive Education, New York; MSc in analytics: operations research and risk analysis from the University of Manchester, United Kingdom; and BSc in industrial engineering from the University of the West Indies, St. Augustine. She is a member of the Institute of Industrial & Systems Engineers (IISE) and is an Instructor of Health Care Systems Engineering with the Mayo Clinic College of Medicine and Science.

Aaron Stelpflug is a Senior Health Systems Engineer with Mayo Clinic’s Strategy Department. He holds an MA in management from Saint Mary’s University Minnesota, a BS in biology and chemistry from the University of Wisconsin La Crosse and a clinical laboratory science — chemistry/urinalysis certificate from the University of North Dakota. Aaron is an Instructor in Health Care Systems Engineering at the Mayo Clinic College of Medicine and Science with six years of experience in the Strategy Department (formerly Management Engineering & Consulting). He also has over ten years of laboratory experience within Mayo’s Department of Laboratory Medicine and Pathology. Aaron is in the Clinical Systems unit, where he supported an electronic health record transition and optimization, leads process improvement efforts between the laboratory and clinical practice groups and has supported projects related to COVID-19, telehealth and population health, among others.

Michelle Leung is a Health Systems Engineer with Mayo Clinic’s Strategy Department based out of Rochester, MN. She joined the Mayo Clinic in 2019 as an Associate-Fellow with the Strategy Department (formerly Management Engineering & Consulting). At the Mayo Clinic, she supported Enterprise Telehealth initiatives by providing expertise in business consulting, process design and improvement, strategic planning, and implementation, and change management. She holds an MPH from Emory University-Rollins School of Public Health, a LSSGB from Emory University and, a BS in public health from the University at Albany. Michelle has experience in the public and private sectors of public health and healthcare.

Sandra Elsen is a Senior Health Systems Engineer with Mayo Clinic’s Strategy Department based out of La Crosse, WI. She holds an MBA from University of Wisconsin – La Crosse, a BS in clinical laboratory science from the University of North Dakota, and a BS in genetics, cell biology, and development from University of Minnesota, Twin Cities. With more than a decade at Mayo Clinic and over 8 years in the quality field, her background includes clinical genetics, quality management systems, and process engineering. She recently supported COVID-19 process improvements and management efforts at Mayo Clinic on the topics of telehealth, COVID testing facilities, strategic practice ramp up and surge planning.

Pawan Bhandari is a Principal Health Systems Engineer with Mayo Clinic’s Strategy Department in the Southwest Minnesota Region, where he provides business consultative and management engineering services from discovery to execution at various levels of the Mayo Clinic organization. He holds a BS and MS in manufacturing engineering technology from Minnesota State University and is also an Instructor in Health Care Systems Engineering with the Mayo Clinic College of Medicine and Science. He is a member of the American Society for Quality (ASQ), Association of Technology, Management and Applied Engineering (ATMAE), and Industrial Engineering & Operations Management Society (IEOM). He is an ASQ Certified Six Sigma Black Belt and ASQ Certified Quality Improvement Associate. His research interests are quality and process improvement, technology management, quality systems, performance improvement in healthcare, and business analytics.

Jordan Coffey is the Director of Digital Practice Research within the Mayo Clinic Center for Digital Health (the contemporary to the Mayo Clinic Center for Connected Care), where he provides leadership and day-to-day management for a novel unit dedicated to evaluating and understanding the impact of digital health solutions in practice. Prior to this current role, he helped to lead Mayo Clinic’s remote patient monitoring program and telehealth frontline operations. Jordan has over a decade of experience in research, operations, strategic management, and program development for both nonprofit and for-profit organizations. He joined Mayo Clinic in 2011, having previously worked in the healthcare consulting and aerospace industries. He holds a bachelor’s degree in chemistry from the University of Wisconsin La Crosse, masters’ degrees in business administration and leadership from Augsburg University, and a master’s degree in healthcare administration from the University of Minnesota.