A “highly responsive” guide in the new age of telehealth, Amit Singh was recently honored with the Information Technology Department’s Be Patient Centric Award.
When Amit, a senior analyst on the Epic Mobile Applications team, began working on telehealth services in 2018, there were about seven virtual visits per week. That number rose to 40 per day by mid-March 2020, and began to skyrocket after the COVID-19 pandemic pause in office visits—to 2,500 visits by mid-April, and in late April and May to almost 4,000 visits per day across all platforms. Amit, working in partnership with one other analyst for the Health System, had his work cut out for him. Hai Ly, Manager of Epic Mobile Applications, who nominated Amit for the award, says Amit has been working 24/7 to help providers, staff, and patients become proficient and comfortable with telehealth visits. “Amit is highly responsive and always jumps into whatever task is at hand,” he says. “Importantly, Amit is dedicated to the clinicians and staff he serves, and genuinely cares for patients.”
Amit says he loves working with patients and treats them like family. “When patients get frustrated, I reassure them that having tech issues happens to everybody, even me,” he explains. “I will log in directly to a patient’s computer so I can walk them slowly through the process. I also give patients my personal cell number so they can get in touch if necessary. Ninety percent of the time, we can solve any issue together.”