Los Angeles County Case Study: Deploying Telehealth to 1.2 M 


Innovating Equitable Telehealth for LA County

The Los Angeles County Department of Mental Health (LACDMH) is the largest county-operated mental health department in the United States, directly operating 85+ programs and contracting with close to 1,000 organizations and individual practitioners. It’s goal is to reach 1.2M of its 10M residents who are in need of mental health services. Join this webinar to discuss telehealth innovations LACDMH is developing to meet its complex challenges, such as

  • How to make telehealth work across a mix of endpoints with their own systems and workflows
  • How to recover time lost from high numbers of no-shows
  • How to reach tough populations - Medicare, homeless, low-income, detention, etc.
  • What data analytics is needed to make the right changes?


Marc Heiser, MD, PhD - Telehealth Medical Director
Racheal Burgess - Telehealth Program Manager

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Presenters' bio:


Marc Heiser, MD, PhD is a board-certified child, adolescent and adult psychiatrist. He completed undergraduate education at UC Berkeley and then a PhD in neuroscience and an MD from UC San Francisco. He completed psychiatry residency and a fellowship in child and adolescent psychiatry at UCLA. He has received awards from UCLA for clinical care of children, from the American Academy of Child and Adolescent Psychiatry and the Brain and Behavior Research Foundation. Dr. Heiser is now an associate medical director for the Los Angeles County Department of Mental Health where he is director of telehealth and where he has started a transcranial magnetic stimulation program.

Racheal is a senior program manager in CIOB. She has crafted solicitations and deliverables based on SOW’s, managing vendor contracts, facilitating project team meetings, and signing off on deliverables to process vendor payments. Most recently, Racheal implemented the Virtual Telehealth Solution and the Everbridge Mass Communication Tool. These projects required rapid solicitation and implementation, as they were in direct response to the COVID-19 pandemic. In addition, Racheal was program manager responsible for the IBHIS onboarding of 150 legal entities and 300 Fee For Service Providers. Racheal successfully rolled out the ePrescribing hard token and soft token solution to 300 DMH staff (psychiatrist, nurse practitioners, and pharmacist). Racheal was responsible for the Integrated Behavioral Health Information System (IBHIS) Program Implementation, which included six projects to be implemented before DMH production with our new Integrated Behavioral Health System. Each of the six projects was assigned a project manager, who worked directly with Racheal for collaboration, direction, and status reporting. Lastly, Racheal was program manager for the Meaningful Use program, which provided over 1 million dollars in revenue to LA County.