Current work
Access analytics, AI validation, and operational quality work at Penn Medicine.
Cole Lyons
Systems engineering at healthcare scale
I work on access analytics, AI validation, Medicare and population-health workflows, healthcare strategy, and public software. The through line is patient value: building systems that make care more reliable, measurable, and durable beyond any one person.
Field Notes From Practice
Projects, analyses, and field lessons from healthcare operations, publishing, software, research, and the frontline work that shaped them.
Penn AQM Customer Service Workshop Evaluation Patient access analytics evaluation I was the primary analyst for a Penn Medicine Patient Engagement Center evaluation of a customer service workshop using Verint Automated Quality Monitoring data, attendance records, queue metadata, and a quasi difference-in-differences design. The work was presented at the Patient Access Collaborative Annual Symposium.
- Verint Automated Quality Monitoring
- Patient Access Collaborative
- Speech analytics
Jefferson JHP EOC/ANOC Knowledge Pipeline Senior Engagement Partner I built a governed Medicare Advantage plan-material assistant for Jefferson Health Plans using Microsoft Copilot Studio, Teams, SharePoint, PowerApps, Python, and GPT-4o. It helped Outreach and Product teams retrieve EOC, ANOC, and benefit-change answers from approved source documents instead of scattered PDFs and memory.
- Microsoft Copilot Studio
- PowerApps
- Microsoft Teams
Jefferson Epic Population Health Messaging Overhaul Population health outreach and program operations I built a Canva-to-Epic messaging library for preventive-care outreach across MyChart and letters, using colorful iconography, plain-language copy, Epic SmartPhrases, SmartTexts, and workqueues to make care-gap messages faster for staff and clearer for patients.
- Epic SmartPhrases
- Epic SmartTexts
- Epic MyChart
Jefferson Colorectal Screening Outreach Redesign Outreach Coordinator with expanded program responsibilities I led a colorectal screening outreach redesign across several hundred thousand eligible patients, treating FIT kit completion, Cologuard adherence, reminder cadence, patient instructions, and staff burden as the real economics of prevention.
- Exact Sciences Cologuard
- Epic MyChart
- FIT / iFOBT kits
Jefferson Maps Location Intelligence for Population Health Outreach Creator, project owner, maintainer, and handoff trainer I created Jefferson Maps for Jefferson Health Enterprise Population Health: a spreadsheet-backed Google Maps workflow with QGIS-created overlays that turned practice locations, specialties, phone numbers, hours, zip codes, leadership zones, transit paths, and landmarks into call-speed outreach infrastructure.
- Google Maps
- Google My Maps
- QGIS
Science, Public Health, and Research Formation Biology and public health student; research assistant; Biology Club communications manager UNC Charlotte was where pre-med became public health and evolutionary medicine. I worked in Dr. Dornburg's EvIL lab, helped Biology Club communications, learned wet-lab and R methods, presented research, and connected biology, anthropology, psychology, sociology, and population health into one operating frame.
- UNC Charlotte
- ResearchGate
- EvIL lab / evolutionary bioinformatics
AJHCS Healthcare Strategy Publication and Platform Co-Founder, President, Chief Operating Officer, and platform builder I am the co-founder of AJHCS, an open-access healthcare strategy publication, podcast, internship, sponsorship, and software platform. The work combines company building, editorial standards, audience development, contributor support, and my own healthcare strategy research.
- AJHCS
- Next.js
- Directus CMS
CS50, Software, and AI Formation Self-directed technical learner and healthcare AI builder CS50 made technical possibility visible from rural Maine. Harvard, David J. Malan's teaching, Scratch, later Duke web-development coursework, and years of agent-assisted building gave me technical literacy without forcing me to pretend I was a syntax-first software engineer.
- CS50
- Scratch
- Python
Walmart Oil Bay Time Study Auto technician Before healthcare, I learned operations in a Walmart Auto Care Center near Charlotte Motor Speedway. A manager taught me time-and-motion study, and I helped redesign how oil and tire bays handled fast standard vehicles, slow specialty vehicles, staffing, and safety in a high-volume shop.
- Time-and-motion study
- Standard/specialty bay routing
- Oil extractor / suction pump
About
Healthcare systems engineer and operator.
I work across healthcare AI, access operations, systems engineering, healthcare strategy, and public projects. The work is practical: measurement, validation, staff burden, patient communication, and institution building at a scale where better systems can keep working after the original builder leaves the room.
Operating base
Jefferson Medicare, population health, clinical floor, and frontline operations work.
Institution building
AJHCS, Open-Informatics, healthcare media, reports, podcasts, and software infrastructure.