CityMD Patient Kiosks

I co-led the development and rollout of in-person check-in kiosks across CityMD’s urgent care centers to modernize the patient intake process and reduce front desk congestion. In a fast-paced, walk-in environment like urgent care, speed, accuracy, and patient autonomy are critical. This initiative provided patients with a self-service option to check in, verify demographics, sign consent forms, and complete other intake steps directly at the point of entry.

The introduction of kiosks required thoughtful coordination between physical operations, digital workflows, and patient-facing technology to ensure a seamless experience.

Key areas of leadership included:

• Product Strategy: Defined a self-service check-in flow optimized for the urgent care setting, balancing speed and data accuracy while integrating with existing digital and in-person workflows.
• Cross-Functional Collaboration: Partnered with clinical operations, IT, facilities, and front desk staff to select hardware, determine optimal kiosk placement, and ensure proper connectivity and support.
• Technical Integration: Worked with engineering teams to connect kiosk functionality with backend systems, patient records, and real-time queue management to ensure smooth data flow and accurate visit tracking.
• User Experience: Focused on building a fast, intuitive, and accessible interface that minimized patient errors and improved throughput.

The kiosk launch reduced wait times, improved data quality at the point of intake, and offered patients greater control over their check-in process. It also alleviated workload pressures on front desk staff, enabling them to focus on more complex or high-touch patient needs.