Maria Bouchard, MSN, APRN, FNP-BC, serves as the Director of Transformative Care Modalities for VA Health Connect, is being recognized for focusing on enhancing Veteran care through innovative technologies and improved systems. As a veteran and experienced nurse practitioner, she leads the expansion and implementation of advanced technologies, including Tele-Emergency Care and VA Health Chat, to increase same-day access to virtual care and improve service delivery at VHA's clinical contact centers.

 

Under her leadership, the VHA has integrated various technologies to enhance care, such as workforce management (WFM), customer relationship management (CRM), and telephony systems. These improvements have led to notable achievements, including a 7.7% increase in service levels, reduced wait times, and the scheduling of 5,000 virtual care appointments and 14,715 tele-emergency cases in the past year.

 

Maria’s efforts also include standardizing contact center processes across the VA, fostering a more consistent and streamlined Veteran experience. Her approach emphasizes transparency and staff engagement, using tools like weekly newsletters to keep staff informed and motivated.

 

The benefits of her work are significant: improved performance metrics, enhanced accessibility to care, and a more efficient and secure service experience for over nine million enrolled Veterans. Her focus on integrating new technologies and optimizing operations has made it easier for Veterans to access timely healthcare, positively impacting their overall experience.