Lisa Hendricks is senior assistant vice president of Ambulatory Care and Population Health at NYC Health + Hospitals and has been chief technology officer of the NYC Test & Trace Corps since March 2020. Lisa helped build, launch and lead the universal contact tracing efforts of the Trace contact center, which by its conclusion in April 2022 had reached 1.7 million New Yorkers with COVID-19 and notified 1.8 million of their close contacts. In July 2020, she launched the city’s COVID-19 Traveler Outreach program, which sent more than 8.2 million communications to travelers returning to or visiting the city, providing important COVID-19 isolation and quarantine guidance and support resources, as well as testing and vaccine information and appointments. In September 2020, Lisa led the building and launch of the NYC Test & Trace Hotline, 212-COVID-19, a one-stop COVID-19 resource for therapeutic treatments and vaccine, testing and isolation/quarantine information.

As senior assistant vice president of Ambulatory Care and Population Health, Lisa oversees the NYC Health + Hospitals’ patient contact center, leading the overall strategy, operations, patient experience and redesign efforts. In addition to launching new services and leading new initiatives to better serve the patients and hospital system, she oversees technology upgrades and rollouts including Enterprise call center platforms and software.

Lisa brings 20 years of experience leading world-class global contact centers in the health care, technology and education space. She has expertise in strategy, growth and efficiency, and extensive experience in technology integration, business optimization and operational efficiencies and improvements. She has worked with health care providers such as Kaiser Permanente and Centene, overseeing their Medicare, Medicaid and individual and family insurance plan sales and operations. Lisa also partnered with Cedars Sinai Hospitals to create a concierge patient experience initiative, and at the start of the Affordable Care Act she managed the implementation and launch of Cigna and Aetna in the federal marketplace.