Han Ye

Dr. Han Ye received her Ph.D. in Statistics and Operations Research from the University of North Carolina at Chapel Hill, and her B.S. from the University of Science and Technology of China. Prior to joining Lehigh, she was an assistant professor at the Gies College of Business at University of Illinois Urbana-Champaign, and a research associate at the National University of Singapore. Her research interests are in developing data analytics techniques to gain insights and prescribe strategies to improve service operations such as healthcare facilities and customer contact centers. She has collaborated with industry and healthcare practitioners, including Xerox, Christie Clinic, Alberta Health Services, and Khoo Teck Puat Hospital at Singapore. Her work has appeared in Journal of Operations Management, Production and Operations Management, Journal of the American Statistical Association, International Journal of Forecasting, IISE Transactions, etc.

Education

• University of Science and Technology of China, B.S.
• University of North Carolina at Chapel Hill, Ph.D.

Research Interests

• Data analytics
• Service operations
• Healthcare operations

• Schecter, A., Wowak, K., Berente, N., Ye, H. and Mukherjee, U. (2021). A Behavioral Perspective on Call Center Routing: The Role of Inertia. Journal of Operations Management, 67(8), pp.964-988.
• Li, J.Y., Zhu, R., Qu, A., Ye, H. and Sun, Z. (2021). Topic Modeling on Triage Notes with Semiorthogonal Nonnegative Matrix Factorization. Journal of the American Statistical Association, 116(536), pp.1609-1624.
• Ye, H., Mukherjee, U., Chhajed, D., Hirsbrunner, J. and Roloff, C. (2021). Recommending encounters according to the sociodemographic characteristics of patient strata can reduce risks from type 2 diabetes. Plos one, 16(4), p.e0249084.
• Zhao T., Ye, H., Mukherjee, U. and Chhajed, D. (2021). Effect of Mass Gathering on Hospital Admission. Naval Research Logistics, 68(8), pp.995–1017.
• Ye, H., Brown, L.D. and Shen, H. (2020). Hazard Rate Estimation for Call Center Customer Patience Time. IISE Transactions, 52(8), pp.890-903.
• Dong, Y., Ye, H., Shen, H.,Wang, Y., Ma, S., Li, H.,Wang, Y. and Dong, Q. (2020). Which Patients with Acute Ischemic Stroke Benefit from the Lower Dosage of Intravenous Iissue Plasminogen Activator? A Cluster Data Analysis. Stroke & Vascular Neurology, 5(4).
• Ye, H., Luedtke, J. and Shen, H. (2019). Call Center Arrivals: When to Jointly Forecast Multiple Streams?. Production and Operations Management, 28(1), pp.27-42.
• Ibrahim, R., Ye, H., L’Ecuyer, P. and Shen, H. (2016). Modeling and forecasting call center arrivals: A literature survey and a case study. International Journal of Forecasting, 32(3), pp.865-874.
• Gans, N., Liu, N., Mandelbaum, A., Shen, H. and Ye, H. (2010). Service times in call centers: Agent heterogeneity and learning with some operational consequences. In Borrowing strength: theory powering applications–A Festschrift for Lawrence D. Brown (pp. 99-123). Institute of Mathematical Statistics. (Book Chapter.)

Patents

• Ye, H. and Zhao, S. (2015). Methods and systems for assessing the efficiency of call center operations. U.S. Patent No. 9,148,511.
• Zhao, S. and Ye, H. (2014). Call center issue resolution estimation based on probabilistic models. U.S. Patent No. 8,787,552.