SUMMARY
Healthcare IT Product Leader with 15+ years of turning complex problems into impactful solutions. Demonstrated track record of standing up and scaling enterprise AI programs from concept to deployment, spanning Conversational & Agentic AI and omnichannel communications, across complex health systems.
SELECTED WORK EXPERIENCE
Product Owner, Conversational AI & Patient Communications
Mount Sinai Health System | 2022 - Present | New York, NY
• Conversational AI: Lead product strategy and implementation for enterprise chatbot and Agentic IVA solutions across 140+ call flows serving 1M+ patient calls/month; implemented agentic AI appointment management leveraging Epic API integration, significantly reducing call center volume and improving patient access without human intervention.
• AI Symptom Checker: Delivered AI-enabled symptom checker based on the Schmitt Thompson protocols, allowing patients to self-assess and convert to new patients, expanding digital access and driving patient acquisition.
• Omnichannel Patient Engagement: Integrate Epic, Genesys and Avaamo to deliver seamless transitions between self-service automation and live agent support across digital and voice channels.
• Epic Cheers: Manage end-to-end implementation of Epic Cheers campaigns, achieving 90,000+ voice appointment reminders/month and 62% workflow completion rate (17pts above Epic community average), significantly reducing missed appointments.
• AI Governance & Risk: Lead design and implementation of Agentic AI guardrails for patient-facing AI products; partnering with Cybersecurity, Legal, Risk, and Compliance on AI risk stratification.
• Product Lifecycle Management: Own end-to-end Agile product delivery spanning intake, roadmap planning, launch, and optimization across the health system.
• Emerging Technology: Continuously evaluate and pilot emerging AI technologies, including intelligent routing and AI-enabled search, to modernize patient access and communication, releasing 1-2 new AI-powered solutions per quarter.
• Performance & Outcomes Measurement: Track program ROI including automation rates, deflection metrics, and value per patient interaction; apply RICE scoring and cost-benefit analysis to determine product direction, prioritize initiatives, and inform investment decisions.
Mount Sinai Health System | 2022 - Present | New York, NY
• Conversational AI: Lead product strategy and implementation for enterprise chatbot and Agentic IVA solutions across 140+ call flows serving 1M+ patient calls/month; implemented agentic AI appointment management leveraging Epic API integration, significantly reducing call center volume and improving patient access without human intervention.
• AI Symptom Checker: Delivered AI-enabled symptom checker based on the Schmitt Thompson protocols, allowing patients to self-assess and convert to new patients, expanding digital access and driving patient acquisition.
• Omnichannel Patient Engagement: Integrate Epic, Genesys and Avaamo to deliver seamless transitions between self-service automation and live agent support across digital and voice channels.
• Epic Cheers: Manage end-to-end implementation of Epic Cheers campaigns, achieving 90,000+ voice appointment reminders/month and 62% workflow completion rate (17pts above Epic community average), significantly reducing missed appointments.
• AI Governance & Risk: Lead design and implementation of Agentic AI guardrails for patient-facing AI products; partnering with Cybersecurity, Legal, Risk, and Compliance on AI risk stratification.
• Product Lifecycle Management: Own end-to-end Agile product delivery spanning intake, roadmap planning, launch, and optimization across the health system.
• Emerging Technology: Continuously evaluate and pilot emerging AI technologies, including intelligent routing and AI-enabled search, to modernize patient access and communication, releasing 1-2 new AI-powered solutions per quarter.
• Performance & Outcomes Measurement: Track program ROI including automation rates, deflection metrics, and value per patient interaction; apply RICE scoring and cost-benefit analysis to determine product direction, prioritize initiatives, and inform investment decisions.
Mobile Product Manager
Houston Methodist | 2021 - 2022 | Houston, TX
• Mobile Product Leadership: Led cross-functional team of 10 (iOS/Android, QA, design, analysts) to build and scale Houston Methodist’s mobile app, MyMethodist, reaching 40,000+ monthly active users.
• User Growth & Epic Partnership: Drove 20%+ average user growth through cross-functional delivery of scheduling, virtual care, and EMR integration features; partnered directly with Epic to co-develop roadmap integrations and translate clinical requirements into sprint-ready specifications.
• Agile Delivery: Implemented Scrum ceremonies and agile backlog practices, improving team velocity and delivery predictability across concurrent mobile initiatives.
Houston Methodist | 2021 - 2022 | Houston, TX
• Mobile Product Leadership: Led cross-functional team of 10 (iOS/Android, QA, design, analysts) to build and scale Houston Methodist’s mobile app, MyMethodist, reaching 40,000+ monthly active users.
• User Growth & Epic Partnership: Drove 20%+ average user growth through cross-functional delivery of scheduling, virtual care, and EMR integration features; partnered directly with Epic to co-develop roadmap integrations and translate clinical requirements into sprint-ready specifications.
• Agile Delivery: Implemented Scrum ceremonies and agile backlog practices, improving team velocity and delivery predictability across concurrent mobile initiatives.
Senior Application Analyst, Usability & Innovation
Houston Methodist | 2018 - 2021 | Houston, TX
• Epic MyChart: Led usability and design strategy for Epic MyChart, driving patient engagement improvements across one of Houston Methodist's major IT investments.
• Center for Innovation: Key contributor to Houston Methodist Tech Hub, a dedicated incubator for researching and piloting emerging medical technologies for the health system.
• Healthcare Informatics: Developed and presented a healthcare informatics vision to IT staff and executives, aligning digital strategy with organizational patient engagement goals.
Application Analyst III & Webmaster
Houston Methodist | 2013 - 2018 | Houston, TX
• Led indoor wayfinding project using Bluetooth beacons from Proof of Concept through full enterprise deployment.
• Partnered with CIO, Directors, and Managers to maximize usability of system-wide IT applications.
• Designed wireframes, mockups, and prototypes; developed workflows and documentation to support business requirements.
Webmaster
Eastern New Mexico University | 2008 - 2013 | Portales, NM
• Managed 8,000+ page university website; oversaw development of SSO student portal and iOS/Android mobile app.
• Taught senior-level web development courses; streamlined university standards for design, security, and ADA 508 compliance.
EDUCATION & CERTIFICATIONS
Master of Science, Health Care Management | 2022
Johns Hopkins University | Dean's Scholarship Recipient, National Society of Leadership and Success
Bachelor of Science, Computer Science, Minor in Business Administration | 2007
Texas A&M University-Commerce | Magna Cum Laude
Texas A&M University-Commerce | Magna Cum Laude
Certifications: Scrum Alliance Certified ScrumMaster (CSM), Certified Scrum Product Owner (CSPO)