Michelle Lewis is a towering figure in New York’s healthcare sector. As Chief Executive Officer at NYC Health + Hospitals/Gotham Health, she has transformed and strengthened the organization’s healthcare delivery network and patient care through visionary leadership, strategic foresight, and steadfast commitment.
NYC Health + Hospitals/Gotham Health, a federally qualified healthcare provider formed in 2015, consists of 30 healthcare sites across all five boroughs of New York City – Brooklyn, the Bronx, Manhattan, Staten Island, and Queens. It is one of the largest Federally Qualified Health Centers in the United States. Under Michelle’s exemplary stewardship, it has significantly expanded its reach, ensuring more patients than ever before have access to the healthcare they need and deserve. Gotham Health now serves more than 100,000 New Yorkers annually, providing underserved communities with high-quality, affordable, compassionate care.
“Our emphasis is on primary care,” Michelle states. Gotham Health is committed to promoting healthy lifestyles and building healthy communities, focusing on providing patients and families convenient access to preventive care, such as annual check-ups and immunizations. And Gotham Health’s healthcare teams are well-trained to help patients manage ongoing conditions like hypertension, diabetes, asthma, and heart disease.
A key achievement of Michelle’s tenure as CEO has been ensuring that individuals and families are able to address their healthcare needs in their own neighborhoods. Her long, illustrious career in the healthcare field is marked by both accomplishments and challenges. “Thriving in the healthcare field has certainly come with its challenges, but it has also been incredibly rewarding,” she says.
Blueprint for Success
Michelle’s definition of success is deeply rooted in Gotham Health’s mission to provide comprehensive, high-quality healthcare to underserved communities. “Success means significantly improving the health and well-being of our patients, ensuring they have access to the care and support they need to lead healthy lives,” she says. She explains that this involves not only addressing their immediate medical needs but also tackling the social determinants of health that often act as barriers. Michelle notes with pride the measurable improvements in their patients’ health outcomes and overall quality of life. “I consider our efforts successful,” she adds.
Michelle has infused innovation into Gotham Heath’s DNA; its ability to innovate is another critical component of its success story, allowing it to stay ahead of the curve in the ever-evolving healthcare landscape. For Michelle, success means integrating new technologies and care models that enhances service delivery and patient care. “By fostering a culture of innovation, we ensure that Gotham Health remains at the forefront of healthcare delivery, providing cutting-edge, patient-centered care,” she points out.
As a leader, she is also invested in the growth and success of her team. “Our team’s well-being and professional development are crucial for our organization’s overall success,” Michelle says. “Success encompasses creating a supportive and empowering work environment for our staff.” She believes that valued, supported, and motivated employees are better equipped to provide exceptional care to their patients.
“Ultimately, success is about building a resilient organization that can sustainably fulfill its mission and adapt to future challenges, ensuring that we continue to make a lasting, positive impact on the health of our community,” said Michelle.
Steering a Dedicated Healthcare Operation
As CEO, Michelle steers a dynamic, comprehensive healthcare operation dedicated to serving the community with excellence. Over the years, she has significantly advanced Gotham Health’s mission of providing comprehensive and equitable healthcare.
Her visionary leadership and strategic initiatives have propelled the organization to new heights. Under Michelle’s guidance, Gotham Health has expanded its services to offer a wide range of medical, dental, and behavioral health care, ensuring patients receive holistic and integrated treatment. The clinics are now well-equipped with advanced health information technologies, enhancing the organization’s ability to provide coordinated and efficient care.
Michelle considers the successful expansion of Gotham Health’s as one of her most notable accomplishments. She has overseen the opening of three new diagnostic and treatment centers, strategically positioned to serve underserved areas. Another important accomplishment of hers is championing the advancement and use of health information technologies across their network. She explains that by maximizing the effectiveness of their electronic medical record system (EPIC) and telehealth services, Gotham Health has enhanced the ability to deliver coordinated and efficient care. The adoption of technologies has led to dual benefits: improved patient outcomes and streamlined operations, allowing for better data management and more informed decision-making.
Michelle’s commitment has also significantly bolstered Gotham Health’s outreach efforts, resulting in strong community partnerships that help reach underserved populations. With Michelle at the helm, the organization is focused on introducing wellness programs. She explains that programs such as chronic disease management and preventive health education are designed to empower patients to take control of their health.
“Our expansions and enhancements have not only improved patient outcomes but also solidified Gotham Health as a vital resource in the community,” she adds. Quality and continuous improvement are key characteristics of Gotham Health’s operations under Michelle’s leadership. She and her team regularly review performance metrics and patient feedback to identify areas for enhancement and maintain the highest standards of care.
Michelle’s leadership style fosters a supportive and innovative environment for staff, encouraging professional growth while maintaining a patient-centered approach. “This holistic and proactive strategy ensures that Gotham Health remains a vital resource for our community, delivering exceptional and compassionate care,” she says.
Learning from Challenges
Like most successful leaders, Michelle’s journey, too, has been strewn with challenges. One significant challenge she faced was addressing healthcare disparities within local communities.
She “vividly” recalls a time when a patient would miss multiple appointments due to a lack of transportation. “This experience highlighted the profound impact of non-medical barriers on health outcomes,” she says. It pushed her to champion a more holistic approach to healthcare, focusing on comprehensive community outreach and forming strategic partnerships with local organizations to provide necessary support services.
For Michelle, another major challenge has been managing the well-being and retention of their dedicated staff, particularly during the recent COVID-19 pandemic. The pandemic intensified stressors and led to burnout among healthcare professionals. “Witnessing the exhaustion and emotional toll on our team was deeply personal for me,” she shares. She proactively responded by supporting wellness programs such as Helping Healers Heal and professional development opportunities, helping alleviate some of the pressures faced by healthcare professionals. These efforts not only improved staff morale but also reinforced the importance of creating a supportive and nurturing work environment.
“The lessons learned from these experiences have been instrumental in shaping a resilient and compassionate workforce dedicated to providing exceptional care to our community,” Michelle says.
Developing Medical Care and Wellness Programs
Michelle’s focus on developing medical care and wellness programs is driven by her commitment to holistic and patient-centered healthcare. To ensure comprehensive care for the communities Gotham Health serves, Michelle and her team have expanded their range of services, including primary and specialty care, dental services, behavioral health, radiology, and preventive care. By integrating these services under one roof at multiple locations, Michelle aims to provide a seamless healthcare experience to their patients, addressing their diverse needs efficiently.
She has also placed a strong emphasis on preventative care and wellness programs. Her initiatives have led Gotham Health to offer a variety of health education workshops, screening programs, and chronic disease management initiatives designed to empower patients with the knowledge and tools they need to maintain their health and prevent illness.
For instance, Gotham Health’s diabetes management program at many sites provides patients with personalized care plans, nutritional counseling, and regular follow-ups to help them manage their condition effectively. Michelle explains that these preventive measures are crucial in reducing the overall burden of chronic diseases in the community.
Furthermore, as Michelle believes that innovation and expanding access to care are central to development efforts, Gotham Health has embraced telehealth to increase accessibility to its services. Technology is enabling it to provide timely consultations and follow-ups, ensuring that patients receive the care they need without geographical barriers.
“Through these efforts, we strive to create a resilient and adaptable healthcare system that meets the evolving needs of our community,” she says.
A Typical Workday and Work-Life Balance
As CEO, Michelle’s regular day is a blend of strategic planning, team collaboration, and operational oversight. She usually starts her day by reviewing key performance metrics and patient care reports, ensuring that services are meeting the highest standards. This is followed by a series of meetings with her leadership team and regional leads to discuss ongoing projects, address any challenges, and align their goals.
“Mid-morning may include site visits to one of our 29 clinics, where I engage with staff to gain firsthand insights into their experiences and needs,” Michelle says. And she dedicates her afternoons to strategic initiatives and internal operations. This time is usually spent in discussions with the board of directors, meeting with finance teams, or working on long-term planning to ensure the sustainability and growth of the organization’s services.
Despite a packed schedule of meetings and discussions, Michelle remains accessible to her team – always ready to provide guidance and support whenever they need it. She also allocates time for personal development, such as reading industry literature or attending webinars, to stay abreast of the latest trends in healthcare.
Many leaders dedicate themselves completely to their work, ignoring work-life balance. Michelle is not such a leader. For her, maintaining a work-life balance is crucial for her overall effectiveness and fulfillment. She achieves this balance by prioritizing time management and setting clear boundaries.
During work hours, she dedicates herself fully to strategic decision-making, team leadership, and operational management, while her evenings and weekends are reserved for family time and personal interests.
“In addition to managing my time effectively, I place a strong emphasis on personal development,” Michelle points out. “I believe that continuous learning and growth are essential for staying innovative and effective in my role.” So, she engages in activities that enhance her knowledge and skills, such as reading industry publications, attending conferences, and participating in professional development courses.
“By investing in my own growth, I’m better equipped to lead Gotham Health with vision and foresight, ensuring that we continue to deliver high-quality healthcare to all New Yorkers,” Michelle says.
Goals and Vision
Michelle’s personal goals are centered on enhancing the accessibility and quality of healthcare for underserved communities. She is committed to expanding Gotham Health’s reach by increasing the number of clinics in NYC, which creates access to care. Her goal is to ensure that no individual is left without the care they need. Michelle has been an advocate for using modern technology in healthcare.
“I have seen how modern technology has profoundly benefited the industry, especially within the context of Federally Qualified Health Centers (FQHCs) like ours,” she says. “Technology has greatly enhanced our ability to provide high-quality, efficient, and patient-centered care to underserved communities.” She intends to continue integrating innovative technologies into Gotham Health systems to streamline services and make healthcare more efficient and patient-centered.
Michelle highlights that her goal is to create a healthcare system that is not only accessible but also equitable, providing high-quality care to all individuals, regardless of their socioeconomic status. Her goals extend beyond patient care to fostering a supportive and empowering work environment for their dedicated staff, as she believes that investing in the professional development and well-being of the team is crucial to achieving their mission. She strives to achieve that through ongoing training opportunities, encouraging internal promotions, and cultivating a culture of collaboration and respect. Michelle points out that by prioritizing the growth and satisfaction of their employees, staff will remain motivated and equipped to deliver exceptional care to their patients.
“Ultimately, my vision is to lead Gotham Health in becoming a model for comprehensive, compassionate, and innovative healthcare delivery,” she adds.
Inspiring the Next Generation
Michelle’s experiences have shaped her into a leader that the next generation looks up to for inspiration. She leads by example and fosters a culture of empowerment and support within her organization.
She is not just an exemplary leader but also an exceptional mentor. She actively mentors’ young professionals, providing them with the guidance, resources, and opportunities they need to develop their skills and advance their careers.
“By creating leadership development programs and encouraging continuous professional growth, I aim to equip emerging leaders with the tools they need to succeed,” she says.
“My goal is to change the perception of what public and community health looks and feels like.”
Message to Aspiring Women Leaders
Michelle encourages aspiring women leaders to believe in their ability to make a significant impact in healthcare. In her message to them, she underscores the field’s need for their unique perspectives, compassion, and dedication to drive positive change and innovation. She advises women to embrace opportunities for growth, seek out mentors, and never underestimate the value of their contributions.
“Stay resilient, pursue your passions, and know that you have the power to transform lives and communities through your work,” Michelle adds.
