Conference Day 1

All Times in ET

11:30 am - 12:00 pm Registration & Networking

The session will discuss how the Veterans Experience Office (VEO) is creating new solutions to provide quality care to Veterans and future developments that plan to take place. It will deliver key insights as to how the VEO are integrating strategies to bolster patient experience, as well as address the latest challenges surrounding COVID-19.


Michael Renfrow

Deputy Director for Patient Experience, Veterans Experience Office
Department of Veterans Affairs

Feedback on patient experience is an important tool for the VA and other organizations to articulate best practices across the care continuum. However, managing data is always a constant challenge. This session will focus on how particular software tools and API integration can allow for administrators, clinicians and patients to collaborate to deliver optimized patient experience outcomes. 


Paul Tibbits MD

Executive Director, Office of Technical Integration
Department of Veterans Affairs

This session will look at how the VA’s patient advocate tracking system (PATS) has been used as a tool for cultural transformation at the VA. When combined with other PX programs, tools like PATS become revolutionary for improving PX processes.


Sherri Bauch

Associate Director, Office of Patient Advocacy
Department of Veterans Affairs

2:00 pm - 2:45 pm Patient Flow Command Center: How To Optimize Patient Care In Complex Systems Leveraging Data And AI

Paula Roe RN, BSN, MBA/HCM, FACHE - Operational Excellence Practice Leader, Simpler Consulting, IBM Watson Health
Sean Bozorgzad MD - Founder and CEO, Potentia Analytics

Healthcare is very much a team effort with a complex network of resources coming together to ensure timely, competent, and compassionate care to all veterans every time. As the demand on any healthcare system varies a well-orchestrated team responds by adjusting the capacity in a way to optimize delivery of care. In this session we will discuss the principles involved in demand driven resource allocation and the role of an AI-empowered command center in supporting those on the front lines of healthcare. 



Operational Excellence Practice Leader, Simpler Consulting
IBM Watson Health


Sean Bozorgzad MD

Founder and CEO
Potentia Analytics

2:45 pm - 3:15 pm Effective Communication with Patients in the Age of COVID-19

Gerald Michaud - Executive Director, Office of Communications, Veterans Health Administration

The VA Office of Communications is deeply involved in pushing out messaging to vet patients and does so through social media, email, apps such as the MyHealthyVet portal, telehealth services and other tools. This session will focus on the lessons learned by the Communications office in rolling out COVID-19 messaging, with a focus on how unique messaging is necessary to allay the fears and specific needs of the veteran community during COVID-19.


Gerald Michaud

Executive Director, Office of Communications
Veterans Health Administration

4:45 pm - 5:15 pm End of Day and Networking