Lisa McFarlane

An executive clinical program manager, strategist, and healthcare innovation leader accomplished in creating and delivering digital healthcare innovations at scale in start-up atmospheres and in the self-funded employer benefits space. Experienced in telehealth vendor evaluation, contracting, and management within health plans as well as direct contracting within a preferred provider network. Capable end-to-end technical program manager passionate about creating delightful, accessible, and egalitarian customer experiences that provide quality healthcare at the moment of need in ever-challenging clinical and economic environments requiring adaptability and decisiveness to succeed.

• Subject Matter Expert on AthenaNet EHR clinical workflows and API integrations with 1P and 3P systems.
• Onboarded 150+ clinicians into third party EHR, Surescripts, and Clinician Portal including gamma test domains.
• Reduced Clinician documentation time during virtual patient visit by 40% by implementing end-to-end bi-directional optimization mechanisms that integrated native AthenaNet workflows and our 1P clinician portal.
• Developed complex inbox matrix system to manage clinical results and triage patient messaging to align with clinician licensure across 50 states and Washington, DC and support for on demand care as well as primary care teams
• Launched in-person care workflows for 20 Delivery Service Areas (DSAs) since September 2022
• Centralized order delegation permissions for providers to allow for nurses to execute standing orders and expand nurse managed care for 46 states without requiring bi-monthly provider management of delegation permissions.
• Supported revenue cycle build, design, and launch along with CPT code configuration and charge reconciliation
• Received 2Q2022 Customer Obsession Award for Amazon Care, 2021 Hackathon People's Choice Awardee.
• SME - Subject Matter Expert on Cerner Millennium EMR and Dragon Medical One and promotion of CMS interoperability with Leapfrog CPOE/BCMA goals and BCPI.
• Continuous Improvements: Identify and lead multiple initiatives to optimize systems and interoperability with standardization and enhancement of electronic health record workflow, vendor and project management for technology implementations and sustainability.
• Led standardization of order sets across all disciplines with formulary management across continuum of care from acute to next level of care.
• Enhanced end-user adoption of EMR for increased patient satisfaction.
• Piloted the launch of eCQM for electronic abstraction to CMS for quality and patient satisfaction goals.
• Member of Stroke/Sepsis/Critical Care Committee and Patient Portal Liaison to enhance patient satisfaction.
• Achieved 100% CMS MU/Leapfrog top thresholds
• Successfully integrated Alaris IV pumps with Cerner EHR including integrated, clinically appropriate safety guardrails
• Streamlined workflow for charge reconciliation and revenue capture
• Created a business plan to support a Medication Reconciliation Technician position for inpatients to improve medication history accuracy

• AMAZON, Seattle, WA, Benefits Manager, Global Virtual Care, January 2023 - present, Healthcare Innovations team lead for global virtual healthcare benefits for 1.5M Amazonians. I develop current and future state roadmaps for virtual care programs and evaluate vendors via RFI/RFP mechanisms to ensure the highest quality, lowest cost solutions for our employees while ensuring seamless integration with existing and planned benefit technologies. Assist in developing a long-term digital primary care strategy focused on equality in access, scalability, and achieving the healthiest workforce in the world. Evaluating new technologies and partnerships that amplify our healthcare ecosystem through innovation and integration to ensure our employees have easy access to high quality virtual care with proven clinical outcomes for urgent, chronic, mental health, and specialty conditions such as maternity, infertility, diabetes, musculoskeletal, and cancer care.
• AMAZON, Seattle, WA, Sr. Technical Program Manager III, September 2022 - January 2023, Managed end-to-end program enhancements on the Eligibility and Policy Management team to integrate and surface benefit information into a comprehensive application to create a frictionless and employee centric solution. Collaborated with software engineers, program managers, UX designers, and organizational leaders to develop and launch intuitive tools that provide easy to understand eligibility, cost, deductible tracking, benefit comparisons, and enrollment procedures. Maintain JIRA backlog grooming and prioritization to align with dependent workstream development and innovate solutions to complex design blockers to achieve senior team goals and timelines. Product management tracking via Asana software to detail timeline and overall project progress to senior leadership.
• AMAZON, Seattle, WA, Sr. Clinical Informaticist, Technical Program Manager III, September 2021 - September 2022, Launched Amazon Care telemedicine platform as a start-up within Amazon that provided on-demand care for all Amazon employees and several enterprise partners across 50 states within 12 months. Innovated workflow solutions to seamlessly integrate native technology (1P) into a third party (3P) EHR to delight customers and optimize the clinician experience. Supported Quality measure and Revenue Cycle implementations, along with end-to-end program management of clinician onboarding and clinical workflow design between disparate systems to include collaboration with product, content, and software development engineers to optimize the patient experience in the UI/UX applications.
• HILTON HEAD REGIONAL HEALTHCARE, Hilton Head, SC, Market Director of Clinical Informatics, October 2017 - September 2021, Direct market-wide operational management for clinical informatics, strategic planning and execution for business, and continuous improvements to optimize operational efficiency and organizational success.
• HILTON HEAD REGIONAL HEALTHCARE, Hilton Head, SC, Director of Clinical Informatics, June 2016 - October 2017, Directed daily informatics-related processes for Pharmacy CI, PACS Administrators, and Lab Information Specialists using Cerner Millennium EMR.
• HILTON HEAD REGIONAL HEALTHCARE, Hilton Head, SC, Informatics Pharmacist, January 2015 - June 2016, Significantly improved patient care with use of comprehensive information systems and medical use processes to ensure the EMR technology delivered safer and more effective medication use and disease management support. Created clinical decision support tools and alerts to maximize interventions and minimize alert fatigue.
• Prior Clinical Pharmacist Experience, June 1993 - January 2015, Various clinical pharmacist roles in different healthcare settings.

CPHIMS