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 Advancing VA Diversity & Inclusion Initiatives for A Strong VA Working Environment

Harvey Johnson - Deputy Assistant Secretary for Resolution Management, Diversity & Inclusion, U.S. Department of Veterans Affairs

The mission of the U.S. Department of Veterans Affairs diversity and inclusion program is to grow a diverse workforce and cultivate an inclusive work environment, where employees are fully engaged and empowered to deliver the outstanding services to our Nation’s Veterans, their families, and beneficiaries.


  • Guiding VA diversity and workforce inclusion efforts: necessary next steps
  • Ensuring the integrity, effectiveness, and impartiality of the complaint processing procedures within the VA
  • Expanding employee engagement efforts for improved workplace satisfaction and retention
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Harvey Johnson

Deputy Assistant Secretary for Resolution Management, Diversity & Inclusion
U.S. Department of Veterans Affairs

11:30 am - 12:00 pm 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

12:00 pm - 12:30 pm Johnson and Johnson Sponsored Session

As the VA continues to successfully rolls out new initiatives similar to improve customer experience and patient experience, it will be critically important to understand how these efforts are to be integrated and implemented at VA Centers across the US. 


  • Leading development of programs and policies for integrative health implementation across the VA
  • Lessons learned when implementing major VA iniatives focusing on patient experience and customer experience
  • Partnership efforts to guide implementation
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Alison M. Whitehead, MPH, RYT, PMP

Acting Director Integrative Health Coordinating Center (IHCC)
VHA Office of Patient Centered Care & Cultural Transformation, U.S. Department of Veterans Affairs

1:00 pm - 1:30 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, IH, CX-I, VHA-CM

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

Workshop Sessions

2:00 pm - 2:30 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

  • 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

2:30 pm - 3:00 pm Sponsor Session Opportunity

3:00 pm - 3:30 pm Afternoon Networking Break & Coffee

Afternoon Tracks

Track A: Technology Modernization Efforts

3:30 pm - 4:00 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

Track B: Mental Health Priorities

3:30 pm - 4:00 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

4:00 pm - 4:30 pm Sponsored Session Opportunity

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