Arnold Milstein, MD, MPH

Professor of Medicine, Center Director

Dr. Milstein is Professor of Medicine and the Director of the Clinical Excellence Research Center at Stanford University. Dr. Milstein’s research spans positive value outlier assessment, human-centered healthcare design, and, in partnership with Stanford's AI Lab, the development of technology-based cognitive aids to boost the yield from healthcare spending.

Before joining Stanford's faculty, he founded a national healthcare performance improvement firm that he expanded globally after its acquisition by Mercer. He subsequently co-founded several nationally influential public benefit initiatives, including the Leapfrog Group and the Pacific Business Group on Health. As a Congressional MedPAC Commissioner, he originated two legislative changes to align healthcare provider revenue with value to patients. Elected to the Institute of Medicine (IOM) of the National Academy of Sciences, Dr. Milstein chaired the planning committee of its series on best methods to lower per capita health care spending and improve clinical outcomes.

Dr. Milstein was educated at Harvard (BA–Economics), Tufts (MD) and UC Berkeley (MPH Healthcare Evaluation).

Lance Downing, MD

Medical Director, PAC Program

Lance studied economics and psychology as an undergraduate before a brief career in enterprise software. After graduating from Case Western Reserve School of Medicine, he completed training in Internal Medicine at Stanford and subsequently became one of the inaugural fellows in Clinical Informatics at Stanford. His faculty appointment is now in the Department of Medicine and Division of Biomedical Informatics, and is a Medical Director of Informatics in Digital Solutions at Stanford Health Care. 

Lance has long had an interest in CERC’s groundbreaking work in improving care and reducing healthcare costs. He joined to help in the Program in AI-Assisted Care (PAC) in to translating artificial intelligence applications into improving care delivery.

Alan Glaseroff, MD

Clinical Professor of Medicine

Dr. Alan Glaseroff came to Stanford in 2011 along with his wife Dr. Ann Lindsay at the behest of Dr. Arnie Milstein (CERC Director) to design and implement a new comprehensive model for patients with complex needs, “Ambulatory ICU 2.0.” He and Dr. Lindsay led Stanford Coordinated Care (SCC), a service for patients (employees and their dependents) with complex chronic conditions at high risk for future spending, from 2011 to the end of 2016. SCC has helped train over a dozen teams from across the US seeking to implement a similar approach. Dr. Glaseroff, a member of the Innovation Brain Trust for the UniteHERE Health, also currently serves as faculty for the Institute of Healthcare Improvement’s “Better Care, Lower Cost” 3-year collaborative and served as a Clinical Advisor to the PBGH “Intensive Outpatient Care Program” CMMI Innovation Grant that ended in June 2015. He served on the NCQA Patient-Centered Medical Home Advisory Committee 2009-2010, and the “Let’s Get Healthy California” expert task force in 2012. Dr. Glaseroff was named the California Family Physician of the Year for 2009.


Dr. Glaseroff’s interests focus on redesigning services at the intersection of patient-centered team care, patient activation, and investing effort to promote patient self-management within the context of chronic conditions.

Eugene Hsu, MD, MBA

Adjunct Lecturer

Eugene is a physician innovator who is passionate about applying technology to the challenge of improving human health. He completed a residency in Anesthesiology and Critical Care Medicine at the Johns Hopkins Hospital where he also led institutional and national quality and patient safety initiatives. While in Baltimore, he worked at the Centers for Medicare & Medicaid Innovation Center helping to implement quality improvement on a national scale. He also completed a chronic pain management fellowship at the Oregon Health & Sciences University.

Eugene has worked at the Centers for Medicare and Medicaid Innovation Center, Johnson & Johnson Development Corporation, The Monitor Group and 3V SourceOne Venture Capital. In addition, Eugene has been an integral part of several startup companies in biotechnology, medical devices and information technology. He completed his undergraduate studies at Duke University and his graduate training in medicine and business administration at Dartmouth.

Robert M. Kaplan, PhD

Research Director

Robert M. Kaplan, PhD is research director at CERC.  He has served as Chief Science Officer at the US Agency for Health Care Research and Quality (AHRQ) and Associate Director of the National Institutes of Health, where he led the behavioral and social sciences programs.  He is also a Distinguished Emeritus Professor of Health Services and Medicine at UCLA, where he led the UCLA/RAND AHRQ health services training program and the UCLA/RAND CDC Prevention Research Center. He was Chair of the Department of Health Services from 2004 to 2009.  From 1997 to 2004 he was Professor and Chair of the Department of Family and Preventive Medicine, at the University of California, San Diego. He is a past President of several organizations, including the American Psychological Association Division of Health Psychology, Section J of the American Association for the Advancement of Science (Pacific), the International Society for Quality of Life Research, the Society for Behavioral Medicine, and the Academy of Behavioral Medicine Research. Kaplan is a former Editor-in-Chief of Health Psychology and of the Annals of Behavioral Medicine.  His 20 books and over 500 articles or chapters have been cited more than 30,000 times and the ISI includes him in the listing of the most cited authors in his field (defined as above the 99.5th percentile).  Kaplan is an elected member of the National Academy of Medicine (formerly the Institute of Medicine).  Dr. Kaplan is currently Regenstrief Distinguished Fellow at Purdue University and Adjunct Professor of Medicine at Stanford University.


Dr. Kaplan came to CERC because of his longstanding interest in improving quality and safety of healthcare while managing the costs.  He feels that CERC is the ideal environment to bring together his experiences in academia and government.

Terry Platchek, MD

Fellowship Director

Terry Platchek, MD is a Clinical Assistant Professor of Pediatrics and Internal Medicine at the Stanford University School of Medicine and serves as the Fellowship Director of the Clinical Excellence Research Center. He is also the Medical Director for Performance Improvement at Stanford Children’s Health. His career focuses on using Lean operations engineering to improve quality, safety, cost, appropriateness and service in healthcare delivery. Dr. Platchek is co-author of the book Advanced Lean in Healthcare, and he is interested in the education and engagement of physicians to improve healthcare delivery systems and develop innovative models that deliver higher value healthcare.

Dr. Platchek has been active nationally and internationally in promoting physician engagement in Lean healthcare management. He has advised health care systems across the United States and Australia on performance improvement. 

Dr. Platchek was educated at Georgetown University (BS – Biology, Government) and the University of Michigan (MD). He completed his residency training in the combined Internal Medicine and Pediatrics program at the University of Michigan, followed by a Chief Residency in the Department Pediatrics and Communicable Diseases. Currently, he practices medicine as a Pediatric Hospitalist at Lucile Packard Children’s Hospital Stanford.