Focus Day

8:00 am - 8:50 am Registration & Coffee

8:50 am - 9:00 am Chairperson’s Opening Addresses

9:00 am - 9:45 am Transforming Health Care for Veterans via EHR Modernization

  • EHR modernization priorities in the near-term
  • Necessary next-steps and tech needs
  • Lessons learned from initial deployments

9:45 am - 10:30 am VA Patient Experience’s Roadmap to Excellence: Revolutionizing Patient Care

Michael Renfrow - Deputy Director for Patient Experience, U.S. Department of Veterans Affairs
  • Efforts to build PX structure across VA enterprise
  • Initial lessons learned and role in current strategy
  • Industry partnerships to bolster overall Veteran experience 

Michael Renfrow

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

10:30 am - 11:15 am Morning Networking Break

11:15 am - 12:15 pm “Own the Moment”: a Patient Experience Coaching Master Class

Major (R) Toni Hightower - PX Coach, Veterans Experience Office

Major (R) Toni Hightower

PX Coach
Veterans Experience Office


Dr. Mark Willis

MDR and Compliance
Willis QS Consulting

12:15 pm - 1:15 pm Networking Lunch

Afternoon Tracks

Track A: Continuum of Care

1:15 pm - 2:00 pm Improving Mission Outcomes and Delivering a Personalized Veteran-Centric Digital Care Experience

Track A: Continuum of Care

2:00 pm - 2:45 pm Optimizing Patient Payment Strategies

Track B: Going the Extra Mile

1:15 pm - 2:00 pm Supporting at Risk Veterans with Behavioral Health Conditions

Track B: Going the Extra Mile

2:00 pm - 2:45 pm Collaborating with the VA to Ensure Best Experiences for all Veterans

2:45 pm - 3:15 pm Afternoon Networking Break

3:15 pm - 4:00 pm Improving Interoperability Among DoD, VA, and Private Sector Healthcare Partners

  • Guiding efforts to increase visibility of health status for current Service members and Veterans
  • Improving DoD and VA awareness of industry innovation to utilize at VA
  • Enabling execution of health information exchanges to provide actionable data at the point of need


4:00 pm - 4:45 pm Driving High-Quality Veterans Care in Challenging Operating Environments

  • Challenge of COVID-19 for Veterans Care
  • Current environment’s influence on future of care for Veterans
  • Maintaining communication with Veterans during challenging times

4:45 pm - 5:00 pm Chairperson’s Closing Remarks

5:00 pm - 5:30 pm End of VA Healthcare Summit