Focus Day

Morning Keynotes

9:00 am - 10:50 am Morning Registration & Meeting Setting

10:50 am - 11:00 am Chairperson’s Opening Addresses

11:00 am - 11:30 am VA Patient Experience’s Roadmap to Excellence: Revolutionizing Patient Care

Michael Renfrow - Deputy Director for Patient Experience, U.S. Department of Veterans Affairs

As the Department of Veterans Affairs enters its next decade, delivering excellent patient experience has become a crucial segment across the agency. This session will provide a senior-level review of the programs aims in the near term, future endeavors, and enabling initiatives. 


  • Efforts to build PX structure across VA enterprise
  • Initial lessons learned and role in current strategy
  • Industry partnerships to bolster overall Veteran experience 
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Michael Renfrow

Deputy Director for Patient Experience
U.S. Department of Veterans Affairs

11:30 am - 12:00 pm Modernizing the Veterans Appeals Process for the 21st Century Veterans and Their Families

Cheryl Mason - Chairman of the Board of Veterans’ Appeals (Board), U.S. Department of Veterans Affairs
  • Efforts to provide more digital-centric services for today’s Veteran
  • Board of Veterans Appeals near-term priorities
  • Opportunities in telehealth and appeals modernization 
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Cheryl Mason

Chairman of the Board of Veterans’ Appeals (Board)
U.S. Department of Veterans Affairs

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Sanjai Rao, MD, DFAPA

Associate Clinical Professor of Psychiatry Associate Residency Training Director University of California, San Diego
Site Director, Residency Training VA Medical Center San Diego, California

12:30 pm - 1:00 pm Event Keynote Remarks: Delivering Next Generation Digital Technologies & Services to Improve the Veteran Experience

Assistant Secretary James Gfrerer - Assistant Secretary for Information and Technology and Chief Information Officer, U.S. Department of Veterans Affairs
  • Near-term services and technology focus areas for US Dept. of VA 
  • Digital transition in light of COVID: what are the next steps 
  • What does Improving the Veteran Experience look like to OI&T & Partners


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Assistant Secretary James Gfrerer

Assistant Secretary for Information and Technology and Chief Information Officer
U.S. Department of Veterans Affairs

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E. Graeme Harvey

Digital Product Marketing Manager
Roche Diabetes Care, Inc.

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Adam Furge

Marketing Manager
Roche Diabetes Care, Inc.

1:30 pm - 2:00 pm Afternoon Networking Break & Meetings

Servant leadership is one that emphasizes caring, authenticity and putting clients and employees first, ahead of personal goals or leadership aspirations: customer service by another name. With representation from the VA's National Center for Organizational Development, our invited speakers will highlight characteristics instilled in VHA leaders that promote and support a culture of CX.


  • Supporting CX initatives across VA organizations via workforce consultations, surveys and assessments
  • Near-term CX initiatives and meeting the Secretary's CX aims
  • Opportunities for industry collaboration
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Dr. Maureen Marks

Executive Director, VHA National Center for Organizational Development (NCOD)
U.S. Department of Veterans Affairs

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Frederick G. White Jr., PhD, MSPH, CX-Pro

Senior Management Analyst, Veterans Experience Office (PX)
U.S. Department of Veterans Affairs

2:30 pm - 3:00 pm Department Technological Priorities & Needs to Provide High-Quality Care to Veterans

Dr. Joseph Ronzio - Deputy Chief Health Technology Officer, U.S. Department of Veterans Affairs
  • FY2021 budget priorities
  • Emerging initiatives to meet diverse needs of Future Veterans
  • Feedback from Veteran community; where is additional priority needed
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Dr. Joseph Ronzio

Deputy Chief Health Technology Officer
U.S. Department of Veterans Affairs

3:00 pm - 3:30 pm PTSD Foundation of America: Providing Hope and Healing for the Unseen Wounds of War

Ryan Rogers, MBA, DHS Candidate - Director of Business Management, PTSD Foundation of America
  • PTSD Foundation of America efforts to support Veteran PTSD healing, awareness, and networking
  • Driving efficacy of programs: driving measurable success for Veterans suffering with PTSD
  • Addressing the PTSD needs of today’s Veteran
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Ryan Rogers, MBA, DHS Candidate

Director of Business Management
PTSD Foundation of America

3:30 pm - 4:00 pm Ensure All Veterans Receive Equal Service Regardless of Race, Origin, Religion, or Gender: Center for Minority Veterans

Dennis O. May, Colonel, USAF (Retired) - Deputy Director Center for Minority Veterans, U.S. Department of Veterans Affairs
  • Customer-centric efforts to deliver greater healthcare results
  • 23 percent of the Veteran population FY2020 Vs. Expected 36 percent in 2043: meeting this expected growth
  • Process improvement efforts and technological needs
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Dennis O. May, Colonel, USAF (Retired)

Deputy Director Center for Minority Veterans
U.S. Department of Veterans Affairs

4:00 pm - 4:30 pm Project Management and Risk & Quality Assessment Tools to Enable Healthcare Delivery Success

Dr. Mark Willis - MDR and Compliance, Willis QS Consulting
  • Leveraging project management approaches to VA rollouts for measured success
  • Navigating challenge regulatory environment
  • Applications across healthcare environments 
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Dr. Mark Willis

MDR and Compliance
Willis QS Consulting

4:30 pm - 4:40 pm Chairperson’s Closing Remarks

4:40 pm - 7:30 pm Continued Networking Opportunities

7:30 pm - 7:30 pm End of VA Healthcare Summit