HANYS Solutions’ Practice Advancement Strategies delivers the solutions needed to help clients redesign their systems and move toward a value-based model of care. Our expertise in the Patient-Centered Medical Home (PCMH) model, physician engagement, and information technology, along with our unique blend of healthcare business and policy intelligence enables us to employ a very focused, yet creative approach to meet the unique needs of our clients.
To truly transform practices requires a willingness to change throughout the organization and embed new ways of doing things—and oftentimes this means a real cultural shift. The status quo is no longer an option. There are proven initiatives and key elements that can help achieve true transformation to achieve the Triple Aim.
We leverage technology and resources to provide efficient and effective transformation consultation to practices and healthcare systems. This means fewer costly on-site visits and better use of these visits for the transfer of knowledge.
Our advisors are National Committee for Quality Assurance (NCQA)-recognized PCMH Certified Content Experts who go through rigorous training before guiding a practice transformation. They are trained in change management approaches, which are embedded in our transformation team activities and distance learning modules.
Our passion for driving change, combined with proven transformation tools, an understanding of primary care practice operations, and the practice redesign standards, leads to a powerful and successful journey for our clients.
Nicole Harmon leads HANYS Solutions’ Practice Advancement Strategies. She has tremendous experience in the areas of primary and specialty care practice transformation, cross-functional teams, establishing a culture of change and quality improvement, redesigning workflow and responsibilities, and electronic medical record implementation and reporting. In addition, Ms. Harmon works on physician engagement and physician payment reform strategies to round out the overall Practice Advancement Strategies portfolio.
Ms. Harmon is a nationally recognized speaker on topics such as positioning physicians for success in the transition from fee-for-service to value-based payment models, change management, the role of culture in transformation efforts, and practice transformation in both primary and specialty care.
Before joining HANYS Solutions, Ms. Harmon was a Practice Manager, Patient-Centered Medical Home, at The Exigence Group, and served as Assistant Director for Advanced Primary and Specialty Care at Independent Health. Ms. Harmon’s experience also includes the Windsong Radiology Group, where she spent two years as Marketing Specialist before moving into the Organizational Development Supervisor role.
Ms. Harmon holds a Bachelor of Science degree in Business Administration from Rochester Institute of Technology and a Master of Business Administration degree from Canisius College. In November 2014, Ms. Harmon completed the Cornell-HANYS Academy for Healthcare Leadership Advancement. She is PROSCI® certified in change management and by National Committee for Quality Assurance (NCQA) as a PCMH Certified Content Expert.
Carmen Francavilla works collaboratively with healthcare organizations to achieve physician practice transformation. She has worked in hospital systems aligned with physician practices to advance population health, quality outcomes, practice transformation, the Delivery System Reform Incentive Payment (DSRIP) program, the Physician Quality Reporting System, meaningful use of health information technology, and compliance with The Joint Commission regulations.
Before joining HANYS Solutions Practice Advancement Strategies team, Ms. Francavilla was Director of Population Health at Our Lady of Lourdes Memorial Hospital in Binghamton, New York, an Ascension Health organization. Ms. Francavilla also served as manager of nursing and clinical informatics at Lourdes’ physician practice sites.
She is board certified in ambulatory care by the American Nurses Credentialing Center, and is certified by the National Committee for Quality Assurance as a PCMH Certified Content Expert. Ms. Francavilla holds a Bachelor of Science degree in Nursing from Binghamton University and is a licensed registered professional nurse. She also holds a Master of Business Administration degree, specializing in Healthcare Management, from American Intercontinental University.
Director of Program Development
Lindsay Milchteim is the director of program development for HANYS Solutions’ Practice Advancement Strategies team. In this capacity she serves as the administrator for the State Innovation Model grant, working closely with DOH on the New York State Patient-Centered Medical Home model of care. Her focus is to ensure primary care practices move toward the quadruple aim of healthcare (reduce costs and improve patient care/experience, population health and staff satisfaction) and shift toward a value-based model of reimbursement.
Before joining HANYS Solutions, Ms. Milchteim was a Delivery System Reform Incentive Payment project manager at Nassau University Medical Center, where she was responsible for creating an integrated delivery system, including contracting with primary care practices, hospitals, behavioral health specialists and other community providers. She also managed population health projects related to diabetes and cardiovascular issues. Before that, she worked for Accretive Health, a revenue cycle management consulting firm that helps hospitals improve their revenue cycle work streams and protocols. She worked for several years at AARP as a healthcare policy analyst with a focus on the Affordable Care Act.
Ms. Milchteim holds a Bachelor of Arts degree in Political Science and a Master of Public Health Policy degree, both from George Washington University.
Senior Practice Transformation Advisor
Mandi Diamond brings to the HANYS Solutions’ Practice Advancement Strategies team more than 15 years of hands-on information technology (IT) and clinical project management experience. Her work in healthcare and with providers has touched the arenas of insurance, vendor/product implementation, and hospital and private practice administration.
Since joining HANYS Solutions in 2015, Ms. Diamond has guided multiple practices of varying sizes through their Patient-Centered Medical Home (PCMH) transformation journey, achieving PCMH Level 3. She has hosted virtual and in-person education sessions, conducted practice workflow redesign, championed efforts to maximize the functionality within electronic medical records, and performed document review in preparation for NCQA submission. She acts as a liaison and trusted advisor by utilizing change management strategies and sharing her expertise on the National Committee for Quality Assurance (NCQA) PCMH Standards and Guidelines. Ms. Diamond listens to representation of the practices and is agile in her approach based on expectations and their preferred learning styles
Most recently, she held multiple positions at Brookhaven Memorial Hospital Medical Center in Patchogue, New York. Ms. Diamond was the clinical IT project manager for meaningful use initiatives throughout the inpatient setting, with a focus on implementing computerized provider order entry. She was then selected to manage the PCMH transformation of Brookhaven Memorial Hospital’s Family Medicine Teaching Center. She also held the position of Practice Administrator and oversaw and directed all of the physicians and staff of the hospital’s privately-owned primary and specialty practices.
Ms. Diamond partnered with internal and external leaders at the Performing Provider System level to manage workflow and reporting for Delivery System Reform Incentive Payment (DSRIP) projects. In these roles, she developed her skills for implementing and sustaining projects focusing on change management, creating educational and training resources, building trusting partnerships with physicians, engaging staff with effective communication tools, and analyzing process improvement and re-design.
Before joining Brookhaven, she managed implementation teams nationwide for vendors in the fields of e-prescribing and physician-patient secure messaging. Ms. Diamond earned her Bachelor’s degree from the State University of New York at Stony Brook.
Senior Practice Transformation Advisor
Rebecca Durday has experience in both the public and private sectors of healthcare including the local government, non-profit, hospital, and payer settings. Her diverse background provides her with a comprehensive understanding of the complex systems that enable healthcare delivery in an evolving marketplace. She is passionate about primary care transformation, access to care, quality outcomes, and the Triple Aim.
Before joining HANYS Solutions’ Practice Advancement Strategies team, Ms. Durday worked as the Director of Physician Relations and Network initiatives at The Brooklyn Hospital Center. In that role, she provided project management for a dynamic roster of projects, policy initiatives, grants, and network development opportunities, working closely with administrative, information technology, and clinical departments. Ms. Durday first joined The Brooklyn Hospital Center to manage the New York State Hospital Medical Home Demonstration that included PCMH recognition in six practices, care transition management, resident continuity, and inpatient quality initiatives.
She received her Master of Public Health degree from the Mailman School of Public Health at Columbia University with a focus on healthcare policy and management and a Bachelor of Science degree in Public Health from the University of Washington in Seattle, Washington.
Practice Transformation Advisor
Christina Brooks is a member of HANYS Solutions’ Practice Advancement Strategies team, working with outpatient care centers to achieve practice transformation. Ms. Brooks brings to HANYS 12 years of experience in the healthcare field, with knowledge of clinical research, electronic medical record adoption and quality initiatives. Before joining HANYS Solutions Practice Advancement Strategies, she worked as a practice transformation specialist at Millennium Collaborative Care focusing on assisting practices in achieving NCQA Level 3 PCMH recognition and meeting Delivery System Reform Incentive Payment program deliverables. In that role, she provided project management for many New York State projects and relationship management with all partners. She received her Master of Healthcare Administration degree from Capella University with a focus on healthcare policy and law. She also holds a Bachelor of Science in Biomedical Science from the University of Guelph and a Bachelor of Arts in Psychology from the State University of New York at Buffalo. She is a Certified Clinical Research Professional.
Practice Transformation Advisor
Emily is a member of HANYS Solutions’ Practice Advancement Strategies team. She Fisk brings to HANYS six years of experience in outpatient healthcare, with knowledge in practice transformation strategies, electronic medical record optimization, quality measures, and value-based payment models. Before joining HANYS, she worked as a practice transformation coach for the Delaware Valley Accountable Care Organization (ACO) in Philadelphia, the largest Medicare ACO in the region, assisting practices in achieving National Committee for Quality Assurance (NCQA) Patient-Centered Medical Home (PCMH) Level 3 recognition, and assisting them in meeting the quality and transformation requirements of the ACO. Her previous experience working within a primary care office setting brings a unique perspective to the HANYS Solutions’ Practice Advancement Strategies team. A Registered Dietitian, she holds a Bachelor of Science degree in Dietetics from Central Michigan University and a Master of Health Administration degree from Louisiana State University at Shreveport.