Virtual Care

Irfan Kasumovic

Irfan Kasumovic is a highly organized and accomplished professional with a diverse background, including experience in healthcare, virtual care, telecom, operations, and project management. He currently serves as the Director of the Virtual Care Service Line at McLaren Health Care. Prior to this role, he held positions at Siemens and the Henry Ford Health System, where he served as the Program Lead for Epic EMR Infrastructure and played a key role in the initial builds of their telemedicine programs within the Epic system.

Subsequently, Irfan joined the University of Maryland Health System (UMMS) as the Director of Telehealth, where he contributed to developing and supporting an innovative multihospital Tele-ICU program. During his time at UMMS, he also spearheaded the development of Palliative Care, Mental Health, and other specialty virtual care services.

In his current role at McLaren, Irfan and his team are primarily focused on scaling and developing Tele-stroke, Retail, Mental Health, and Remote Patient Monitoring programs. He is a Henry Ford Innovation Institute graduate and has recently completed the Chief Technology Officer core program at the University of Pennsylvania’s Wharton School. His dedication to customer-centric problem-solving is evident in his position as Director of the Telehealth Service Line at McLaren Health Care, where he drives innovation in healthcare delivery.

Could you share the journey and experiences that led you to your current role as the Director of the Telehealth Service Line at McLaren Health Care?

My journey in the telehealth sector began in 2014 at Henry Ford Health, where I held the Epic Deployment Program Lead position. During my time there, telemedicine emerged as one of the modules offered within the Epic EMR system. I then transitioned to the University of Maryland Medical System as the Director of Virtual Care, supporting the Cell ICU and deploying various telehealth programs across Maryland. Additionally, I spearheaded the deployment of several other telehealth programs across Maryland on behalf of the University of Maryland Medical System, which occupied a significant portion of my career for several years.

Eventually, I was recruited by McLaren for a similar role as the Director of Virtual Care or Telehealth. My responsibilities included building telestroke services, establishing various specialty services, and overseeing the development of directto-consumer clinical clinics, virtual care programs, and remote patient monitoring. I have been with McLaren for the past five years, contributing to the growth and success of their telehealth initiatives

What are some of the major challenges and trends that you’ve been observing impacting the telemedicine space industry lately?

In the telemedicine industry, there’s a lot of discussion about the role of AI and whether it might replace certain aspects of healthcare. However, I view AI as a valuable tool in our telehealth toolbox, particularly for automating processes. One significant challenge is the potential end of emergency-related flexibilities, especially regarding payer reimbursement for audio and video telehealth services. The current mandate, in place since the previous administration, expires soon, and if not extended, it could revert us to pre-COVID reimbursement norms that favored rural communities.

Another challenge is the increasing competition in telemedicine, with companies like Walmart, Amazon, and Costco entering telemedicine. However, we have an advantage as a healthcare system because of our deep understanding of healthcare compared to non-traditional providers entering the market. Lastly, the telehealth space has become more crowded, with many platforms available. This congestion and the hype surrounding AI require us to approach new technologies carefully and thoughtfully as the industry matures.

Could you discuss one of your recent projects and highlight the technology and processes you utilized to ensure its success?

We have been actively involved in AI-powered imaging for our stroke program. This technology streamlines the process by sending images directly from the scanner to the care team, with additional capabilities such as pattern recognition and alert generation. This enables our teams to review and respond to stroke patients’ images within approximately 20 minutes, a significant improvement compared to the national average of over 54 minutes. We are continuously enhancing this integration to further reduce the time required. While AI improves efficiency, we consider it a valuable tool rather than a replacement for our providers, emphasizing its role as a time-saving supplement to our services.

How do you see the telemedicine services space evolve in the next 18 to 24 months?

The future of healthcare revolves around speed, convenience, cost-efficiency, and precision. We are progressing towards a system of patient self-service to enhance speed and accessibility. Advanced technologies, such as AI, will play a pivotal role in connecting patients with the appropriate healthcare providers. The objective is to emulate the seamless experience found in industries like aviation, where all aspects can be managed through an app, ultimately enhancing the efficiency and accessibility of healthcare for everyone.

What advice would you offer to your peers and aspiring professionals looking to excel in the telemedicine industry?

My advice is to “trust but verify.” While there’s excitement and promise in new technologies, especially in AI, it’s crucial to follow established procedures, particularly regarding patient privacy and security. Always test new technologies thoroughly before implementation

Watch out for exaggerated claims and be diligent about patient data privacy, including guarding against data leaks and unauthorized access, as healthcare’s stakes are high. Address bias and discrimination concerns in AI models, ensuring they are trained on comprehensive and unbiased data.

Don’t rely solely on any one technology, maintaining ethical considerations and not over-relying on automation or making job elimination claims. Remember that AI is a tool, and our obligations to uphold ethical standards, patient privacy, and security remain paramount. In healthcare, causing harm is not an option, and we must prioritize patient well-being above all else.