Case Study: AI-Powered Clinical Workflow Optimization in the Emergency Department
Client Overview
Organization: One of the five largest health systems in the U.S.
Industry: Healthcare
Location: United States (Nationwide System)
Project: Deployment of Microsoft DAX Copilot (AI ambient scribe) to Emergency Department (ED) providers
Project Goals
Deploy Microsoft DAX Copilot to a targeted group of ED providers across pilot sites
Reduce documentation burden on ED physicians
Improve patient satisfaction and clinical efficiency
Transition from scribe contracts to AI-assisted documentation
Develop a scalable operational model for future deployments
My Role
Title: Senior Project Manager, Implementation Consultant
Responsibilities:
Strategic planning & phased deployment
Cross-functional stakeholder alignment
Vendor management (Microsoft/Nuance)
Change management strategy
Risk mitigation & business case development
Operational process design
Workflow optimization consulting
Lead project execution from kickoff to transition
Key Activities & Deliverables
1. Strategic Planning & Deployment Design
Partnered with Mercy’s VP of Clinical Informatics and VP of Performance Improvement to develop the phased deployment strategy
Prioritized license allocation based on readiness and impact
Developed project charter, scope, and success criteria
2. Stakeholder Engagement & Kickoff
Led project kickoff with physician leaders, CMOs, Epic analysts, informatics, training, and operations
Facilitated alignment between executive sponsors and frontline clinical teams
Ensured all impacted roles were represented and involved in decisions
3. Technical & Operational Readiness
Oversaw Epic build requirements and coordinated UAT sessions
Facilitated provider list validation and system configuration for deployment
Partnered with MTS, EPIC, and identity teams for license activation
4. Vendor & Communication Management
Served as main liaison between Microsoft/Nuance and internal teams
Partnered with Organizational Effectiveness to create a robust communication strategy
Delivered virtual town halls, Q&As, and education on AI use cases and misconceptions
5. Change Management & Resistance Mitigation
Managed physician resistance related to scribe phase-out and AI mistrust
Facilitated reference calls with peer health systems to build trust
Worked with change managers on tailored messaging and post-go-live support
6. Go-Live Execution & Support Model
Developed elbow support schedules for 2–4 week periods across sites
Ensured onsite trainers were prepared and aligned with clinical workflows
Created escalation path and feedback loops during rollout
7. Operational Process Development
Designed end-to-end request and support workflow for ongoing deployment
Mapped stakeholders to notify at each stage (physician leader, Epic, training, MTS)
Developed process documentation to support handoff to product owners
8. Optimization & Sustainability
Partnered with physician leaders to create customizable DAX templates
Advised ED leaders on workflow changes (e.g., universal pre-registration of trauma patients)
Identified additional training needs and arranged supplemental sessions
Results & Impact
75%+ Physician User Adoption across pilot communities
Improved Patient Satisfaction Scores (qualitative & quantitative feedback)
Reduced Documentation Time per note, improving ED throughput
Operational Model now used for future expansion
Risk Averted: Advocated for continuation of project amid internal process change requiring new demand approval
Sustainable Handoff: Enabled product owners and IT to replicate success using developed framework
Lessons Learned / Value Delivered
Effective AI deployments require not just technology, but deep clinical workflow understanding and human-centered change management
Licensing and tech readiness must be paired with empathy-based communication strategies, especially when replacing human roles
Developing a repeatable operational model maximizes the ROI of AI investments and reduces future lift on technical teams
Clinical AI solutions are only as effective as the partnership between clinical leaders, IT, and change agents
Client Feedback
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