Speaker Bios

Adams, Patrick
Manager - Community Programs
Office of Elder Services

Patrick Adams Manager – Community Programs Office of Elder Services, Maine Dept. of Health & Human Services As the Manager of Community Programs, Patrick is responsible for providing oversight and guidance to the state SHIP, the elder nutrition programs, and a variety of other collaborative relationships and programs across the State of Maine. To better address training and communication challenges across a very rural state, he is working to expand the utilization of technology. He is also developing an integration strategy to better recruit, train, recognize, and retain volunteers throughout Maine’s Elder Network. Patrick has a long history of working in social services. He was active in Early Childhood Education and Advocacy for over 15 years and has worked with the American Red Cross for over 23 years - most recently as an Interim Executive Director and as a Regional Manager. Patrick currently lives in central Maine with his wife and 10 year old son where he is active in his community and continues to volunteer. In his spare time, he likes to read, hike, and educate others on a variety of topics. Patrick specializes in disaster management, volunteer support and administration, training and integration strategies, program management and supervision as well as strategic planning and problem solving.

Adelberg, Michael
Director, Medicare Advantage Operations
CMS

Mike Adelberg is the Director of Medicare Advantage Operations in CMS’s Center for Drug and Health Plan Choice. He is responsible for the Medicare Advantage application/contracting process and Medicare Advantage contractor oversight. Earlier in his CMS career, Mike served as the Associate Regional Administrator for Medicare Operations in CMS’s Chicago Regional Office and the Director of HCFA division charged with beneficiary outreach and the SHIP program. Mike has also worked in the private sector – including as a Vice President for Product Development at a Medicare Advantage plan and as a consultant to health plans in the Medicare market. Mike holds Master degrees in Public Policy and History. Outside the office, he particularly enjoys coaching his sons’ hockey teams and cooking all manner of international cuisine with his wife.

Altman, Joan
Office of Policy
CMS

Joan Altman is an analyst in the Office Policy, within the Office of the Administrator in the Centers for Medicare & Medicaid Services (CMS), U.S. Department of Health and Human Services. Research areas include: the Medicare Part C and Part D programs, pay-for-performance initiatives, and value-based purchasing initiatives in the Fee-For-Service (FFS) program. Formerly, Ms. Altman was an advisor to the Director of the CMS Office of External Affairs where she provided analytic, statistical, and messaging support to senior leadership during the implementation of the Medicare Modernization Act Education and during subsequent Part D/LIS outreach campaigns. Prior to joining CMS, Ms. Altman worked as a Program Director at a non-profit in Connecticut, coordinating specialty care services for uninsured, low-income residents. Ms. Altman earned her Master of Public Health degree from Yale University, and received two Bachelor of Arts degrees at Wesleyan University. She lives in Washington, D.C.

Arndt, Heidi
Director, Division of Special Programs
CMS

In her seven years at CMS, Heidi has worked in various positions across the three centers and the regional office with responsibilities that have included Medicare fee schedule development, oversight of long term care enforcement and State relations in Medicaid, and oversight of Medicare Advantage deeming and targeted appeals monitoring. She joined the Medicare Drug & Health Plan Administration Group as Director of the Division of Special Programs in February 2009. Prior to coming to CMS, Heidi worked for Ernst and Young as a health care consultant, the Governor of Pennsylvania as a Bureau Director of Quality - a part of State Medicaid reform efforts, and for two private insurance plans overseeing the operations of Medicare and Medicaid products. Heidi has a Masters in Health Administration and Policy from George Washington University School of Medicine.

Baker, Tracey
Health Insurance Specialist
Centers for Medicare and Medicaid Services

Tracey Baker has over fifteen years of experience in health care administration and policy. She has worked for a number of managed care plans in the Northeast as well as in the CMS Philadelphia Regional Office. In March 2008, she relocated to Maryland and currently works in the Division of Medicare Enrollment and Coordination. She is the subject matter expert for several operational areas related to the Low Income Subsidy for Part D. First, Tracey is responsible for LIS data to plans. She provides guidance to plans regarding the LIS eligibility data that is sent to sponsors in various files and reports. Secondly, she is responsible for the operational implementation of the Best Available Evidence (BAE) policy. Finally, Tracey oversees the annual redetermination process for the Low Income Subsidy. This process is better known as redeeming. Tracey holds a Bachelor of Science in Health Policy and Administration from Penn State University. She also holds an MBA with a Health Care Administration concentration from the City University of New York and an MS in Information Systems from Drexel University.

Bates, Heather
Director of Enrollment, Low Income Programs
Medicare Rights Center

Jonathan Blum, Deputy Administrator and Director for the Center of Medicare at the Centers for Medicare and Medicaid Services, is responsible for overseeing the regulation and payment of Medicare fee-for service providers, privately-administered Medicare health plans, and the Medicare prescription drug program. The benefits pay for health care for approximately 45 million elderly and disabled Americans, with an annual budget of the hundreds of billions of dollars. Over the course of his career, Jonathan has become expert in the gamut of CMS programs. He served as an advisor to Senate Finance Committee members and its current chairman, Sen. Max Baucus, where he worked on prescription drug and Medicare Advantage policies during the development of the Medicare Modernization Act. He focused on Medicare as a program analyst at the White House Office of Management and Budget. Prior to joining CMS, Jonathan was a Vice President at Avalere Health, overseeing its Medicaid and Long-Term Care Practice. Most recently, Jonathan served as a health policy advisor to the Obama-Biden Transition Team. He holds a Master's degree from the Kennedy School of Government and a BA from the University of Pennsylvania.

Bauer, Peter
Region Nine SHIP Liaison
CMS Region Nine

Robyn James is the State Director for both the SHIP (State Health Insurance Assistance Program) and the Senior Medicare Patrol (SMP) Program under the Alabama Department of Senior Services (ADSS). Ms. James is responsible for managing six federal grants for the agency. Ms. James most recently spearheaded the effort to protect seniors from Medicare scams by developing Alabama’s Medicare Protection Toolkit. The toolkit has been replicated and made available in 20 other states, and was recently chosen as a national model by the U.S. Administration on Aging. Prior to joining Senior Services, Ms. James was the State Director for California’s Seniors Against Investment Fraud (SAIF) Program. Ms. James developed the SAIF Program which was chosen as a national model and now exists in several states. In this capacity, she was appointed as Chairperson for all 66 state securities agencies and provided technical support with their fraud prevention initiatives. Ms. James has over 15 years of experience serving in a leadership capacity managing human service programs. Her experience includes the planning, development, delivery and management of aging, consumer protection, and community-based programs which have gained national exposure. Ms. James has served on several local, state, and national coalitions that specifically advocate for seniors and protect them from financial exploitation and abuse. Her passion and commitment to protect seniors from fraud and abuse crimes and her expertise to develop volunteer based programs which serve and protect the aging public has gained her a national reputation as one of the leaders in her field. Ms. James holds a Bachelor of Science in Business Management.

Benz, Donna
Training Coordinator
Florida SHINE (SHIP)

Donna Benz is the Training Coordinator for the Florida SHIP, called SHINE Program (Serving Health Insurance Needs of Elders) at the Department of Elder Affairs. Prior to relocating to Florida and coming to Elder Affairs, Donna began her career as a nurse in upstate New York, and upon the birth of her daughter, opted to devote her full time to her family. The later adoption of her two Korean-born sons, one of whom is blind and autistic, completed her family and increased her responsibilities. Donna became an advocate for her son, joined various parent and professional groups, and attended many classes and seminars on disabilities and advocacy. Donna graduated with an honors degree in education and received a Masters in Education while teaching elementary school. She began her career with the Florida Department of Elder Affairs as the coordinator of the Sunshine for Seniors Program and Long Term Care Specialist.

Berke, Dayle
Health Insurance Specialist
CMS

DAYLE BERKE-- BIO Ms. Berke is a Health Insurance Specialist in the Customer Relations Branch of the Division of Medicare Health Plan Operations for the New York Regional Office of the Centers for Medicare & Medicaid Services. She also serves as SHIP Liaison. Ms. Berke is an attorney with over 20 years of health policy experience. She served as the Director of Government Affairs for the National Association for Home Care in Washington, DC for 17 years. Prior to that she was Special Counsel to the House Select Committee on Aging and worked for the Federal Trade Commission, where she was Special Counsel for Federal-State and Consumer Relations and served as Project Manager for the Prescription Drug Program. She holds a BA from the University of Michigan and a JD from Georgetown University Law Center.

Blum, Jonathan
Director CMM & Acting Director CPC
DHS/CMS/OA

In the dual role of Director of the Center for Medicare Management (CMM), and Acting Director, Center for Drug and Health Plan Choice (CPC), Jonathan Blum oversees two centers for Medicare services, each with budgets in the hundreds of billions of dollars. CMM and CPC are responsible for regulation and payment of Medicare fee-for service providers, privately-administered Medicare health plans, and the Medicare prescription drug program. The benefits these divisions make possible pay for health care for approximately 45 million elderly and disabled Americans.

Over the course of his career, Jonathan has become expert in the gamut of CMS programs. He served as an advisor to Senate Finance Committee members and its current chairman, Sen. Max Baucus, where he worked on prescription drug and Medicare Advantage policies during the development of the Medicare Modernization Act. He focused on Medicare as a program analyst at the White House Office of Management and Budget. Prior to joining CMS, Jonathan was a Vice President at Avalere Health, overseeing its Medicaid and Long-Term Care Practice.

Most recently, Jonathan served as a health policy advisor to the Obama-Biden Transition Team. He holds a Master's degree from the Kennedy School of Government and a BA from the University of Pennsylvania.

Bonuedi, Delali
Snr. Program Manager
Health Assistance Partnership

Roberta Hamby is North Carolina SHIIP’s Operation Manager. With 35 years of working in the insurance industry spanning both the private and government sectors. Roberta has been with the North Carolina Department of Insurance for the past 11 years, with the last 5 years as a member of the Seniors’ Health Insurance Information Program.

Bova, Josiah
Field Operations Manager
NC SHIIP

Josiah Bova is North Carolina’s SHIIP’s Field Operations and Western Regional Manager. Josiah’s professional career began as an educator. Later he joined the staff of the American Association of Retired Persons in Washington, D.C. where is served as Marketing Coordinator for the AARP Group Health Insurance Program. Josiah joined North Carolina state government in the Department of Health and Human Services. In 1999, he accepted a position with the NC SHIIP program. Today he manages the Field Staff, serves as Project Director for NCSMP, and supports SHIIP volunteers in the Western Territorial Region.

Brantley, Kelly
Senior Program Manager
Health Assistance Partnership

Kelly Brantley is the Senior Program Manager of Health Assistance Partnership's (HAP) core services. Her responsibilities include creating and delivering HAP’s monthly conference calls, responding to requests for technical assistance, and developing and disseminating user-friendly informational, counseling, and assistance tools and resources. She also is HAP’s lead for the Montana Collaborative State Project. Kelly received an M.P.H. in health promotion and a Graduate Certificate in health policy from The George Washington University School of Public Health and Health Services.

Bridges, Cindy
Director of Government Relations
Social Service Coordinators

Ann Marie Grande is Program Director at the Area Agency on Aging, Region One. She manages the Senior HELP LINE, an information and assistance line and the Benefits Assistance Program, part of the State Health Insurance Assistance Program. In her capacity, she supervises 11 professional program staff and 70 volunteers who respond to over 4500 calls per month and assist clients at 24 counseling sites throughout Maricopa County. Her staff provides resource information and assistance to seniors, families, social service agencies, hospital staff, students, consumers and government agencies. Issues range from transportation needs to domestic violence – retirement housing to Internet courses – home nursing to Medicare counseling. She has worked at the Area Agency on Aging for the past ten years. Prior to her work at the Area Agency on Aging, Ann Marie was a clinical dietitian at 4 different VA Medical Centers across the country. She received her Master’s degree in Clinical Nutrition from Drexel University and completed her dietetic internship at Beth Israel Hospital in Boston. Ann Marie has been invited as a guest speaker and instructor at various community workshops, conferences, radio shows and newscasts particularly to address the new Medicare law and upcoming changes.

Buenning, Denise
Senior Advisor
Office of E-Health Standards and Services, CM

Biography Denise M. Buenning Denise Buenning is a Senior Advisor to the Centers for Medicare & Medicaid Services (CMS)’ Office of E-Health Standards and Services (OESS) for ICD-10 and e-prescribing. She has authored numerous regulations and reports to Congress on e-prescribing standards adoption, is the agency’s lead for ICD-10 industry outreach and education, and is lead staff to the Standards Subcommittee of the National Committee on Vital and Health Statistics (NCVHS). She previously was an Advisor to CMS’ Division of Community-Based Education and Assistance, and was national co-lead for CMS’ Long-Term Care Prescription Drug education campaign. She joined the agency’s Kansas City Regional Office in 1998, and has been at the forefront of developing regional and national partnerships with non-traditional and corporate partners, and in implementing innovative outreach and education initiatives aimed at hard-to-reach beneficiary and provider populations. A former Kansas City Times business health columnist, she has held management positions at Sprint Corporation, Menorah Medical Center and Saint Luke’s Hospital, all in Kansas City; and was Director of Public Relations and Consumer Affairs for a Washington, DC-based agricultural trade association. She earned her undergraduate degree in communications/broadcast journalism from the American University, Washington, D.C., and a Master's degree in management from Baker University, Baldwin City, Kansas. She has been honored by CMS’ Federal Women's Program as one of the Agency’s 16 Most Significant Women, and is a seven-time recipient of CMS’ Administrator's Achievement Award, and two HHS Secretary medallions.

Bylow, Linda
Director of Government Relations
Social Service Coordinators

Anne E. Smith serves as the Medicare Rights Advocate at Legal Services for the Elderly in Augusta, Maine. In her role as Medicare Rights Advocate, Anne assists Maine residents in understanding and accessing their Medicare benefits, rights and protections. She works closely with both the State Health Insurance Assistance Program (SHIP) and the Maine SMP (Senior Medicare Patrol Project) to provide training to volunteers, social service providers, physicians and pharmacists as well as counseling and outreach to Medicare beneficiaries, their families and their caregivers on health insurance and prescription drug issues.

Chase, Jabal
CRB Branch Manager
CMS, RO IV

Joan Fox, Client Advocate, HICAP Services of Northern California (HSNC), has worked in the field of nursing for nearly 30 years. She is a licensed vocational nurse, as well as a paralegal. Fox’s medical expertise, along with her paralegal credential, gives her dedication to advocacy an invaluable edge. As HSNC Client Advocate, Fox is responsible for the case management of many of the agency’s most complicated cases. Her experience includes education and training within the Skilled Nursing Facility environment; she has served as Staff Developer and managed a Memory Care Unit, and is an active HICAP Staff and Counselor trainer as well.

Dalin, Hilary
Associate Director My Medicare Matters
National Council on Aging

Ms. Thompson is the Director of the Health Assistance Partnership (HAP), a project of Families USA, in Washington, D.C. As the Director, she provides leadership and management to ensure the delivery of high-quality services to State Health Insurance Assistance Programs (SHIPs). Previous positions at HAP include the Associate Director, Outreach Program Developer, and Medicare Research Analyst. Before joining HAP in April of 2004, Ms. Thompson was a Research Associate at the Health Policy Institute at Georgetown University, where she researched and wrote about a broad range of health topics including long-term care and public programs for low-income Medicare beneficiaries. Ms. Thompson graduated from the University of Vermont with a Masters of Science in Consumer Economics.

De Lew, Nancy
Senior Advisor
CMS

Nancy De Lew is a senior advisor to the Director of the Office of Research, Development and Information in the Centers for Medicare & Medicaid Services (CMS), U.S. Department of Health and Human Services. She assists the Director of the Office of Research, Development and Information in carrying out special projects. She is currently assisting with implementation activities surrounding the new Medicare Part D drug benefit including Medicare beneficiary drug coverage estimates, use of Part D claims data for research and other purposes, and related issues. Formerly, she was the Deputy Director of the CMS Office of Legislation where she worked with the Congress to develop the Health Insurance Portability and Accountability Act of 1996 and the Balanced Budget Act of 1997. Prior to this position, Ms. De Lew held several other positions in the Department of Health and Human Services including in the Assistant Secretary for Planning and Evaluation. She joined the Department of Health and Human Services in 1985 as a Presidential Management Intern after receiving a Master’s degree in Political Science and a Master’s degree in Public Administration from the University of Illinois at Urbana.

Dermon, Karol
NH SHIP Director
DHHS - BEAS

Deborah Breslin has been with the New Jersey Department of Health and Senior Services since 1996 as the Program Director of New Jersey’s State Health Insurance Assistance Program (SHIP). She sat on the National SHIP Steering Committee for two (2) years and was its Chairwoman between June 2006 and June 2007. In 2003, Ms. Breslin received a Beneficiary Services Certificate of Merit from the Centers for Medicare & Medicaid Services. In 2006, the New Jersey SHIP, under Ms. Breslin’s direction, received the New Jersey State Public Service Award for Teamwork/Partnership. Prior to joining the Department of Health and Senior Services, Ms. Breslin was the Director of the Senior Health Insurance Unit, and the Director of Training for SHIP within the New Jersey Department of Insurance. She was the author of that department’s buyer’s guides on Medicare supplement and Long-Term Care insurance. Ms. Breslin began her career in New Jersey state government as an Ombudswoman in the Office of Citizen Information and Complaints with the New Jersey Department of Law and Public Safety, Division of Motor Vehicles. Ms. Breslin is a graduate of the College of New Jersey with a B.S. in Special Education for the Handicapped. She taught developmentally disabled children for 10 years.

Dieker, Barbara
Director of the Office of Elder Rights
U.S. Administration on Aging

Evelyn Dacalos Gay is the co-founder of the Elder Rights Project of Georgia Legal Services in Savannah, Georgia. She administers and manages the Georgia Cares-SHIP Program, (Georgia’s State Health Insurance Program) SMP, a program which empowers seniors to fight and prevent Medicare/Medicaid and Health Care Fraud. She is the provider of the Elderly Legal Assistance Program and the Elder Abuse Consumer Fraud Prevention Program. She is a Senior Paralegal and represents seniors and low-income individuals in administrative hearings on issues like Medicare, Medicare Part D, Medicare Part D Extra Help (Low-Income Subsidy) Medicaid, Public Housing, Supplemental Nutrition Assistance Program, Unemployment Benefits, and all other Need-Benefits Public entitlements. She is recognized as a National Speaker on legal issues affecting the elderly and has spoken at National Conferences like the National Association of Adult Protective Services Conference and the Southeastern Area Agency on Aging Conference. Mrs. Gay is a consultant for Georgia Southern University Continuing Education Department. She teaches core courses for professionals in Gerontology like Residents Rights, Ethics in Long Term Care, Coping with Dementia, Maximizing Benefits for the Disabled and Elderly, etc. She provides continuing education for professionals at the Veterans Administrations, Community Health Empowerment Program (CHEP). She is the author of the weekly newspaper column “Elder Rights Project Question and Answer Column” which is published in seventeen (17) counties in Southeast Georgia. State Representative Dubose Porter recognized her with the “Educator Award” for her many years of quality education services for rural based Health Professionals in Georgia. The young lawyers section of the Georgia Bar Association awarded Mrs. Gay the “Elder Rights Advocacy award”. Congressman Jack Kingston recognized her with the 2007 MalVass Award for outstanding service to the people of Georgia’s First Congressional District. The Division of Aging Elder Legal Assistance Program recognized her with the “More Than The Job Requires Award”. In 1999 she was recognized by the State Health Insurance Program with the “Outstanding Service and Devotion Award. The Centers for Medicare and Medicaid Services recognized Evelyn Gay of the Heart of GeorgiaCares/SHIP for her contributions to Medicare Part D Outreach. Concerted services, a Community Action Agency, recognized Evelyn Gay for her “devotion and dedication to the community and her many efforts to en-reach the lives of senior citizens. In 2007 GeorgiaCares/SHIP SMP Program of the Heart of Georgia Area of Agency on Aging received first place Star Performance Award for 2002-2007, for having counseled the highest number of Medicare beneficiaries per thousand. Mrs. Gay holds a Master of Arts degree in Social Psychology and Cultural Anthropology from the University of San Carlos, where she was a college professor teaching Social Problems in the Philippines and Culture and Sexuality. She was an Assistant Governor for Rotary Club District 6920 and was recognized with Rotary District 6920 Service Above Self award in 1996. She is a rotary Club District 6920 District Director and oversees fifteen (15) local rotary clubs.

Dill, Greg
ARA
CMS - RO V

Jon Booth Acting Director, Website Project Management Group Office of External Affairs and Beneficiary Services Currently Jon serves as the Acting Director of the Website Project Management Group (WPMG) in the CMS Office of External Affairs and Beneficiary Services in Baltimore, MD. In this position Jon oversees the medicare.gov, mymedicare.gov and cms.gov websites. Through April 2010, Jon served as the Deputy Director of the Creative Services Group in the CMS Office of External Affairs and Beneficiary Services in Baltimore, MD. In this position, he worked on a variety of communication initiatives, including: CMS’ new media resources, including YouTube and Twitter; the Medicare & You Web project; and the insurekidsnow.gov Web site. Jon is currently working closely with the Department of Health and Human Services on implementing the health reform consumer web presence. Before moving to OEABS in 2009, Jon worked in CMS’ Office of Information Services on IT governance and standards. Prior to that, Jon spent over 10 years supporting CMS’ public Web sites, cms.gov and medicare.gov.

Evermann, Kimme
State SHIP Director
Montana Office on Aging

Kimme was born and raised in Minneapolis, Minnesota and graduated from the University of Minnesota with an Associates Degree in Practical Nursing. After moving to Montana in 1995, Kimme graduated from Carroll College in Helena, MT with a Bachelor’s Degree in Psychology. With the exception of a short stint in the corporate world as an asset manager, Kimme has worked in social/human services, providing assistance, referral and advocacy for almost (30) years. Along the way she worked in several LTC nursing facilities, in long term therapeutic care for at-risk adolescents, and as a vocational rehabilitation counselor for adults with disabilities. Kimme joined the Montana Office on Aging in 1997 and for the first (3) years, designed, developed and maintained the Montana Senior & Long Term Care Divisions’ first organizational website. In 2000, she was offered the opportunity to explore the world of Medicare advocacy and became the State SHIP Director; for the past 9 years, she has been responsible for the management, administration & growth of the Montana SHIP . Kimme is married to a Vietnam veteran and supports many veteran-specific causes and events. She and her husband enjoy camping, hunting, and most of all, the breathtaking scenery, the warm, friendly people, and the relaxed, uncomplicated lifestyle Montana offers its citizens. Kimme is also the proud mommy of a glowing (2) year old Golden Retriever who loves her unconditionally, and who never complains about the coverage gap in her Part D plan.

Fierberg, Michael
SHIP Liaison/Public Affairs
CMS

Michael Fierberg currently serves as Public Affairs Specialist for the CMS Denver Regional Office, a position he has held since 2004. As of January 1, 2009, he has added the title of SHIP Liaison for the Denver Region. Mike's previous Federal service was as a Public Affairs Officer for the Transportation Security Administration, U.S. Department of Homeland Security, during its standup period. Prior to that, he spent 27 years as a television reporter and anchor, primarily in Denver. His specialty was business and financial reporting. Mike also did fill-in work as a radio talk show host. Mike is married to Elyse Gellerman, a health care consultant to hospital systems nationwide. Their son is a student at the University of Colorado, in preparation for a career as an Oscar-winning filmmaker. Mike and Elyse also have two basset hounds, who permit them to share the house.

Filberg, Frederick
Grant Program Specialist
Center for Medicare and Medicade Services

Walt Gutowski has over 30 years of public relations, advertising and marketing experience in health care, financial services, federal/state government and professional sports. As a Communication Specialist in the Office of External Affairs and Beneficiary Services at CMS, he is a focal point for the development of strategic communication plans to ensure accurate and consistent communication of Medicare messages to all target audiences. This role is critical to the agency accomplishing its mission to promote public understanding of CMS and its programs. He previously served at CMS as Director of the Division of Beneficiary Communications, where he led national multi-media and education campaigns to help people with Medicare make informed health care decisions. Before joining CMS nine years ago, he held communications management positions with CareFirst BlueCross BlueShield, Baltimore Orioles, Maryland Stadium Authority, Maryland National Bank and Baltimore Colts. Walt earned a Bachelor of Arts degree in Communications from Loyola College of Maryland, where he later served as an adjunct professor. He also holds a Juris Doctorate from the University of Baltimore School of Law and is a member of the Maryland Bar Association.

Fiore, Michael
Director, Division of Medicare Enrollment Coo
CMS

Mike Fiore is the Director of the Division of Medicare Enrollment and Coordination in CMS’ Medicare Enrollment and Appeals Group. He is responsible for coordinating the operations and policy related to eligibility and enrollment for Parts A, B, C, and D of the Medicare Program. In particular, the Division directs the enrollment of the low-income subsidy population into Medicare Part D plans. Previously, Mike was the Director of the Division responsible for Medicaid managed care policies and health care reform demonstrations. He has also worked in other parts of CMS including its policy staff, regulations office, and the research component. He has been a civil servant since 1975 and Federal manager for over 20 years. Mike has a B.S. in Behavioral Health and Social Work, and an M.B.A.

Fisher (test), Dena
Communication Specialist
AIR

Kelly Buckland, Executive Director of the National Council on Independent Living, is a person with a disability who has been actively involved in disability issues since 1979. Kelly started his career as an employee for Idaho’s Protection and Advocacy system. He served for over twenty years as the Executive Director of the Boise CIL, Living Independence Network Corp. and the Idaho State Independent Living Council. He has worked on issues affecting people with disabilities, including passage of the Personal Assistance Services Act and the Fathers and Mothers Independently Living with their Youth (FAMILY) Child Custody Laws. Kelly has testified before Congress several times on issues such as universal health care, Fair Housing and appropriations for centers for independent living. He has been closely involved with the direct-service and systemic change aspects of the Independent Living movement. In recent years, he has been honored with numerous state and national awards. Kelly graduated from Boise State University with a B.A. in Social Work and also earned a Masters degree in Rehabilitation Counseling.

Frieman, Richard
New Media Specialist
CMS

The presenter, a CMS New Media Specialist, has over ten years of experience in the fields of graphic arts, communications, marketing, interactive web technology and will provide valuable information dealing with the basic “ins and outs” of Social Media. This session will be done by PowerPoint presentation, interspersed with interactive examples, real life scenarios and open dialogue.

Frieman, Richard
New Media Specialist
CMS

Elizabeth Leef is an Aging Services Program Specialist with the Administration on Aging. She was formerly a health care Policy Analyst at the National Council on Independent Living (NCIL) where she staffed NCIL's Aging and Disability Resource Centers Task Force as well as other subcommittees within NCIL's Legislative & Advocacy Committee. Ms. Leef has also completed internships with U.S. Senator Tom Harkin and with the Office on Disability at the U.S. Department of Health and Human Services in Washington, DC. Ms. Leef has extensive CIL and SILC experience working as a peer counselor and an independent living specialist in three centers as well as serving on the Statewide Independent Living Councils in both Colorado and New Mexico. She is a graduate of the University of Northern Colorado with a B.S. in Human Rehabilitation Services.

Frizzera, Charlene
Acting Administrator
CMS

Charlene Frizzera was appointed Acting Administrator of the federal Centers for Medicare & Medicaid Services (CMS) in January 2009. She has served in a variety of leadership posts at this $700 billion health care agency, which covers health care for approximately 100 million Americans, with 10 regional offices and more than 4,000 employees nationwide.

Her experience includes serving as CMS’s Chief Operating Officer, responsible for overseeing not only the gamut of CMS’s day-to-day operations, but also implementation of new programs. During her tenure as COO, she guided the implementation of the Medicare Prescription Drug Program (Part D).

Previously, Charlene served as Deputy Director of CMS’s Center for Medicaid and State Operations (CMSO), the CMS liaison to state and local governments. At CMSO she managed federal policy and regulation for Medicaid, the State Children’s Health Insurance Program, the Clinical Laboratory Improvement Act, Survey and Certification, and the insurance reform provisions of the Health Insurance Portability and Accountability Act.

Prior to moving to CMS Headquarters, Charlene was CMS’s Regional Administrator in Region III, encompassing Pennsylvania, Maryland, Delaware, Virginia, West Virginia, and the District of Columbia.

Charlene has received numerous awards for her leadership, including the Secretary’s Distinguished Service Award and the HCFA Leadership Award. She is a two-time recipient of the Presidential Rank Award for Distinguished Executives, awarded to only 50 Senior Executive Service managers in the U.S. Federal government.

Funderburk, Frank
Director
Divison of Research, SRCMG/OEA/CMS

Frank Funderburk joined the Division of Research in August 2007. He is currently responsible for the strategic planning, implementation and analysis of a variety of health care research efforts that support and enhance Medicare communications activities. He is especially interested in developing data-driven communication strategies that can overcome persistent informational, attitudinal, and motivational barriers to better health care. His research has included evaluation of the effectiveness of a variety of outreach and education campaigns as well as a recent experimental study of direct marketing strategies for improving outreach to vulnerable beneficiaries eligible for but not enrolled in the Low Income Subsidy. He has investigated ways in which healthcare decision making style can influence beneficiary perception of Medicare programs as well as receptivity to specific outreach and communication activities. His work has helped to inform recent initiatives encouraging adoption of Electronic Health Records and quality initiatives such as the HCAHPS public reporting of consumer’s hospital experiences. Frank has over 20 years of healthcare and health policy research experience ranging from basic scientific studies of brain-behavior relationships to large multi-center clinical trials of new pharmaceutical products and national surveys of consumer behavior. He has contributed over 50 peer-reviewed scientific articles to the literature and has made numerous professional presentations to both national and international audiences.

Garreau, Monica
Web associate
Health Assistance Partnership

Scott Thomas is the Director of Education at the Medicare Rights Center. Dr. Thomas has worked on issues related to public health and health behavior change for over 20 years. His primary focus has been on the implementation and sustainability of health improvement programs in social service and health care settings. Prior to joining Medicare Rights Center, Dr. Thomas was the Director of Education at the American Lung Association of San Francisco and a Senior Project Manager at Kaiser Permanente Northern California. Dr. Thomas completed his graduate work in counseling psychology and qualitative research methods at the University of California, Berkeley, where he received his doctorate in Education.

Gongloff, Patricia
Project Officer, SHIP NPR
CMS

Pat is an experienced health care administrator with over 20 years experience working with community based organizations and with large health systems delivering health care and outreach/education/assistance to under-served populations. Currently Pat is Project Officer for the SHIP National Performance Reporting System, Centers for Medicare & Medicaid Services.

Greiner, Kelli Jo
SHIP Lead and Team Lead
MN Board on Aging

Kelli Jo Greiner is a Social Worker and Paralegal who has worked for 22 years within the state and federal aging policy, advocacy and legislative arena. Kelli Jo has extensive knowledge of Medicare and in 2005 was chosen by the Minnesota Department of Human Services to lead the efforts to implement Medicare Part D statewide. Kelli Jo Greiner currently holds the position of Team Lead of the Consumer Choices Team of the Minnesota Board on Aging. She provides leadership for the Team that is responsible for the Aging and Disability Resource Center, Senior Medicare Patrol Project, OAA Title III Information and Assistance, State long-term care information access systems including www.minnesotahelp.info, and the State Health Insurance Assistance Program. Kelli Jo is also the SHIP Director for Minnesota. She can be reached by contacting her at 651-431-2581 or by email at kellijo.greiner@state.mn.us.

Hammarlund, John
Regional Administrator
CMS Chicago & Seattle

John Hammarlund is the Regional Administrator for the Seattle and Chicago offices of CMS. His primary focus is outreach and education about CMS programs to all Medicare, Medicaid, and CHIP beneficiaries and stakeholders in ten states of the Pacific Northwest and Midwest. He’s the national lead on SHIP matters and serves as a CMS advisor to the SHIP Steering Committee and the SHIP Performance Assessment Workgroup. He also focuses on rural health issues and serves as the Co-Chair of the CMS Rural Health Council.

John has been with CMS since 1993 and his background includes work in both the public and private sectors. He’s worked on Medicare reform initiatives at CMS’s legislative affairs office in Washington DC, and for the American Association of Health Plans, now AHIP. He started his health care career in Seattle, where he served as the Director of Finance for nursing services at Providence Medical Center. He’s also held internship positions at Group Health Cooperative of Puget Sound and with the Washington State Hospital Association.

A Seattle native, John holds a bachelor’s degree from Stanford University, a master’s in health administration from the University of Washington, and a law degree from Cornell Law School.

Harris, Bob

Cornell University

Scott Dershowitz, Medicare Rights Center's Coordinator of Enrollment and State Policy Initiatives, joined Medicare Rights in June 2007. Prior to that, he was the Enriched Housing Director of Arthur B. Brown and William Brown Gardens, a New York State Department of Health–sponsored housing facility for low-income older adults operated by the New York Foundation for Senior Citizens. Mr. Dershowitz obtained his M.S.W. from the Columbia University School of Social Work and his B.A. in Psychology from the University of Vermont. He has been working with older adults since 2001.

Hart, Diana
Northwest TN SHIP Coordinator
SHIP

In February 2010, Peter Budetti was appointed the first Deputy Administrator for the newly created Program Integrity of the Centers for Medicare and Medicaid Services (CMS), US Department of Health and Human Services. As Director of the Center for Program Integrity, Dr. Budetti has principal responsibility for program integrity policies and operations in the Medicare and Medicaid Programs. Before joining CMS, Dr. Budetti worked in a number of health care positions in government and the private sector. Immediately before his appointment at CMS, Dr. Budetti was the Edward E. and Helen T. Bartlett Foundation Professor of Public Health, Department of Health Administration and Policy, College of Public Health, University of Oklahoma. During the 2009-2010 academic year he was on sabbatical, working with the National Association of Insurance Commissioners in Washington, D.C., on antifraud initiatives. Dr. Budetti served as Counsel, Subcommittee on Health and Environment, U.S. House of Representatives, under the Chairmanship of Congressman Henry A. Waxman for six years; as a member of the professional staff, Senate Finance Committee, under the Chairmanship of Senator Daniel Patrick Moynihan; and was a core legislative drafter for President Bill Clinton's Health Security Act. He founded and directed health policy research centers and held tenured professorships at Northwestern University and The George Washington University, and was a member of the faculty of the Philip R. Lee Institute for Health Policy Studies, University of California, San Francisco, including three years as Director of the Institute’s Washington, D.C., office. Dr. Budetti was a member and long-time Chairman of the Board of Directors of Taxpayers Against Fraud (TAF), a nonprofit, public interest organization dedicated to combating fraud against the Federal Government. Dr. Budetti’s medical degree is from Columbia University College of Physicians and Surgeons; law degree from Boalt Hall, University of California, Berkeley; and undergraduate degree from the University of Notre Dame. A board-certified pediatrician and member of the California Bar (inactive), he was elected to the National Academy of Social Insurance in 1996. He is married and has two grown children, three grandsons, three granddaughters, and Pekingese and Bichon Frise doggies. He and his wife have a lake house in Lost Bridge Village, Arkansas.

Hoffman, Margaret
Program Manager - Maryland Access Point
Howard County Office on Aging

Daniel J. Schreiner As the Medicare Beneficiary Ombudsman, Mr. Schreiner focuses on resolving systemic issues that impact people with Medicare. His focus is on assisting beneficiaries with inquiries, complaints, grievances and appeals as well as requests for assistance from beneficiaries about any aspect of the Medicare program. As the Medicare Beneficiary Ombudsman, Mr. Schreiner assisted the Agency in identifying and addressing beneficiary issues during the implementation of the Prescription Drug Benefit, offered to more than 24 million seniors. He continues to help the Agency achieve more effective customer service to more than 44 million Medicare beneficiaries. In the time Mr. Schreiner has been in this role he has also developed and implemented an improved strategy and process for identifying and managing the evaluation of systemic beneficiary issues associated with the Medicare Program, facilitated casework management, which is a multi-faceted effort including coordination, guidance, training, and feedback for caseworkers, collaborated with CMS Regional Offices to establish the process and design of a system to track individual beneficiary-related issues associated with Medicare Part A and Part B, and has completed the design and implementation of the Medicare Ombudsman section of the medicare.gov webpage, to leverage technology enhancing beneficiary access to programmatic information, by providing timely and helpful information and education for people with Medicare and their families. Prior to joining CMS as the Medicare Beneficiary Ombudsman, Mr. Schreiner worked with the Health Resources and Services Administration’s HIV/AIDS Bureau’s AIDS Drug Assistance Program as an Expert Appointment. His projects include assisting states with forecasting future FY ADAP budgets and expenditures and evaluation of state insurance options for the purpose of purchasing health insurance for individuals with HIV/AIDS. In addition, Mr. Schreiner worked in conjunction with HRSA regional project officers to monitor and address state and regional ADAP issues.

Holland, Elizabeth
Health Insurance Specialist
OESS

Elizabeth S. Holland, MPA Elizabeth is a senior health insurance specialist in the Office of E-Health Standards and Services at the Centers for Medicare & Medicaid Services (CMS) where her present focus is personal health records, and HIPAA compliance, and standards for electronic claims attachments. She has worked at CMS (formerly HCFA) for over seventeen years and has held positions in physician payment policy, Medicare contractor management, and HIPAA outreach. Elizabeth received her undergraduate education from Smith College and has a Master of Public Administration from The George Washington University. She joined the federal government as a Presidential Management intern in 1991

Holthoff, Pat
Volunteer Program Developer
Arkansas SHIIP

Pat Holthoff is the Volunteer Program Developer for the Arkansas SHIIP/DOI. Before joining SHIIP, Pat spent the previous eight-plus years working with Medicare and Medicaid beneficiaries as the manager of a home health agency in Little Rock. She holds a BSE from the University of Arkansas at Monticello and has spent over fourteen years working with youth in various programs. Pat has just become a Certified Volunteer Manager through a program conducted by the Arkansas Public Administration Consortium. Pat is most proud of the "Student Volunteer Training Program" she developed and implemented in 2008 for the Arkansas SHIIP.

Holzer, Michelle
Director, SHIP
Maryland Department of Aging

Michelle P. Holzer has been the Program Director for the Maryland State Department of Aging's Senior Health Insurance Assistance Program since 1988. She is also the Program Manager for the Administration on Aging’s Senior Medicare Patrol (SMP) Project. She has a Masters of Health Services degree in Health Planning and Administration from the Johns Hopkins School of Hygiene and Public Health, and a Bachelor’s degree from State University of New York at Cortland in Sociology and Geography. Ms. Holzer has testified to the U.S. Senate Subcommittee on Aging on senior health insurance issues and counseling programs, and has lectured extensively in Maryland on health insurance issues affecting seniors. She is currently serving as a member of the SHIP Steering Committee. A former New Yorker, Michelle has lived in Maryland since 1976, and is empty nesting with her husband Dave, a child abuse attorney and three cats. Their children, Michael and Amy, are both graduates of the University of Maryland.

Hunter, Deborah
Health Insurance Specialist
CMS

Deborah Hunter is a Health Insurance Specialist for the Centers for Medicare and Medicaid Services (CMS). Ms. Hunter began her health policy career at CMS in 2002, while earning her Master of Health Science (MHS) degree from Johns Hopkins University Bloomberg School of Public Health. Ms. Hunter has enjoyed seven rewarding years developing and implementing Medicare policies related to hospital outpatient and emergency services, compliance monitoring of Medicare Prescription Drug Plan Sponsors, and most recently, eligibility and enrollment of low income Medicare beneficiaries into Medicare Prescription Drug Plans. In addition, Ms. Hunter earned her Juris Doctor degree in 2001 from the University of Iowa College of Law, where she concentrated in health policy.

Jackson, Meeka
Health Communications Specialist

Meeka Jackson is a program specialist in the SHIP Resource Center. She provides program support to SHIPs in regions 3, 4 and 7. Meeka is an employee of the American Institutes for Research, where she’s been a health communications specialist for more than 4 years. She brings 11 years of professional experience in communication to manage and support a variety of public health projects and communication initiatives for various government clients, such as HHS, NIMH, SAMHSA, CDC, and NIH. Working with community-based organizations, she has assisted in providing science-based mental health education to special populations and counseled educators in media relations and coalition building. Among a variety of other tasks, Meeka has worked with subject matter experts to create print and electronic public education materials on emergency preparedness, diabetes prevention and control, tobacco cessation, and substance abuse prevention. For these materials, she developed outreach and promotion strategies, including tactics for message and product dissemination.

James, Robyn
SHIIP Director
Alabama Department of Senior Services

Monica Couch is the Elder Rights Program Manager for the Coastal Regional Commission in Brunswick, Georgia. She manages and oversees the SHIP and Elder Rights and Advocacy Programs for the Area Agency on Aging. The Area Agency on Aging provides programs and services to promote the independence and continued well-being of older adults in the nine-county coastal Georgia region, and advocates for aging issues. Monica has a Bachelor of Science Degree in Human Resources Management and a MBA with a special emphasis in Leadership Development.

Johnson, Tobi
President
Tobi Johnson & Associates

In March, Tobi Johnson left her position as SHIP Director for Washington State's SHIBA HelpLine and relocated to Knoxville, Tennessee to join her fiance. After six years with SHIBA, she now runs her own training and consulting company formed to help non-profit and government organizations find strategic solutions to their most difficult challenges. Tobi is currently working with the Colorado SHIP to create tools and infrastructure to more effectively market their program to consumers, train competent volunteers, and support local affiliate partners. Tobi has a Masters Degree in Art History from the School of the Art Institute of Chicago and over 25 years creating and managing programs in the arts, employment & training, social services, and community health education. Her unique blend of fine arts training and program management experience is used to convert vision into not only reality but results.

Johnson, Tobi
Owner
Tobi Johnson & Associates

See bio for Partnership Development workshop

Jones, Stephanie
EAST Faciliator
Horace Mann Middle Magnet School

Stephanie Jones (co-presenter) Stephanie Jones is an EAST Initiative Facilitator at Horace Mann Middle School in Little Rock, Arkansas. She has the ability to inspire, encourage, and support her students as they look for community service projects to work on throughout the year in her class. Stephanie is a talented and accomplished teacher with twelve years of experience in the public school setting. She is a member of AEA and is a National Board Certified Teacher.

Kaiser, Joel
Director, Division of DMEPOS Policy
CMS

Joel Kaiser is the Director of the Division of DMEPOS Policy in the Center for Medicare Management in the Centers for Medicare and Medicaid Services (CMS). Mr. Kaiser's division develops and implements Medicare polices and rules related to payment for durable medical equipment, prosthetics, orthotics, and supplies (DMEPOS) under Part B of the program. This division is responsible for implementing the national DMEPOS Competitive Bidding program mandated by the Medicare Modernization Act of 2003 as well as the standard DMEPOS payment and benefit policy rules mandated by the statute. Mr. Kaiser joined CMS in 1988 after receiving his Master of Public Administration from the Pennsylvania State University and has over 20 years of experience in the Medicare DMEPOS payment policy area.

King, Terris
Deputy Director
Centers for Medicare & Medicaid Services

Terris King currently serves as the Deputy Director of the Office of Clinical Standards and Quality, (OCSQ) at the Centers for Medicare and Medicaid Services. He is responsible for the development of national coverage policies and quality standards for Medicare and Medicaid providers; quality measurement and public reporting iniatives; and manages the Quality Improvement Organization and End Stage Renal Disease programs. He is the CMS executive lead for value based purchasing. This initiative includes designing and developing quality improvement activities for the Physician Office, Hospital, Home Health, Nursing Home and End Stage Renal Disease Arenas. He is also the lead executive responsible for reducing health disparities throughout the country among underserved populations.

Prior to assuming his OCSQ role, he served as the Deputy Associate Commissioner of the Office of Quality Assurance and Performance Assessment. He was responsible for assuring the integrity and quality of the administration of Social Security programs. This function included the definition, design, development, maintenance and evaluation of SSA policies, system abuse, elimination of waste and increased efficiencies. Through subordinate supervisors, he directed an organization of approximately 1,300 employees in several major components located at Headquarters and in Quality Assurance and Performance Assessment Field Offices.

Terris has worked in a series of progressively more responsible positions throughout his career. He was selected for the Senior Executive Service Candidate Development Program in 1998. During his SES development program, Terris served as the Acting Director of the Governor’s Office of Crime Control and Prevention for the State of Maryland. He was appointed to the SES on January 30, 2000.

Terris graduated from Towson University and received his Master’s Degree in Applied Behavior Science (1997) from Johns Hopkins University and completed the Senior Executive Fellows Program in (1999) from Harvard University and is now pursuing his PhD in Leadership and Organizational Development.

Terris received the Presidential Meritorious Executive Rank Award in 2007 for sustained superior performance as a Senior Executive.

Terris is married to Catherine and has two children: Terris II and Miya.

Kirk, Alison
Asst. Director Elderinfo
Delaware SHIP

Darren Hotton has been with the State of Utah: Department of Human Services Aging and Adult Services for six years. He is the Program Administrator for the Utah Senior Health Insurance Information Program (SHIP), Utah Senior Medicare Patrol (SMP), and Senior Community Service Employment Program (SCSEP). Darren received his Bachelors Degree in Business Management in December 2001 from the University of Utah. He also received his Certified Public Manager designation in December 2004.

Kleine, Kimberly
Acting Director
CMS

Kim Kleine is the Deputy Director of the Office of External Affairs. Kim possesses a wealth of federal government and, more importantly, Health and Human Services experience. During her former tenure at HHS, she served as the Deputy Assistant Secretary for Public Affairs. She also served as Deputy Director for Public Affairs at the Department of Education. In both capacities, she was responsible for planning and implementing public outreach campaigns, and providing strategic counsel to enhance public awareness for programs and policies administered by each agency.

Kim also has extensive experience in the private sector. As the Director for a Washington, D.C. Media Practice, she managed strategic communications and supervised publicity and media relations activities for several clients, including a large management and technology consulting organization, a leading pharmaceutical and health products company, as well as for a biopharmaceutical company developing immune system science.

In previous positions, Kim served as Vice President Account Supervisor, Public Affairs Practice for Ketchum; Producer, CNN Financial News, and Off-Air Correspondent for CNN Political Unit; and Production Assistant, Investigative Unit, Prime Time Live for ABC News.

She earned a Bachelor of Arts degree from Bucknell University.

Klug, Michael
Senior Program Director, Training
Health Assistance Partnership

Mike Klug is the Senior Program Director for Training at the Health Assistance Partnership. His responsibilities include designing and delivering training programs and developing education, certification, and volunteer program development materials for SHIPs. Mike began his career in Medicare education and volunteer program development in 1984 as a trainer for AARP's Medicare-Medicaid Assistance Program (MMAP). He received a J.D. degree from the University of Wisconsin Law School in Madison. He is a member of the Wisconsin Bar and its Elder Law section. He also serves as the public member on the Board of Certification for Emergency Nurses.

Larson, Jeanne
SHIP/SMP Deputy Director
Alaska SHIP/SMP

Elaine Hensley is the Chief Ombudsman for the Competitive Bidding Implementation Contractor. Ms. Hensley has 20 years of health care billing and reimbursement experience in the private and public sectors, 18 of those years specific to DMEPOS. She has 11 years of experience in the development and execution of provider education on Medicare program policies and procedures. Throughout her career, she has demonstrated the ability to partner effectively with provider groups, CMS, state and national DMEPOS supplier associations, state Medicaid agencies and Medicare Part A, Part B and DME MAC contractors to administer provider education and outreach.

Laureno, Mary Agnes

Office of Beneficiary Information Services CMS

Mary Agnes Laureno is the Director of the Office of Beneficiary Information Services for the Centers for Medicare & Medicaid Services (CMS). The Office of Beneficiary Information Services is responsible for customer service for Medicare beneficiaries. Ms. Laureno is responsible for the design and operation of CMS websites, including the award-winning www.medicare.gov website, and the 1-800-MEDICARE call center. Ms. Laureno has over 30 years experience in CMS’s Medicare and Medicaid programs, at Central Office and Regional Office locations.

Lindsey, Stephanie
SHIP Program Manager
Upper Shore Aging, Inc.

Mrs. Brown Miller is the All Star of Insurance she has been employed at TCA Health (formerly – The Clinic In Altgeld) since 1982-Present. Within the years she has worked in several areas of the medical center with much pride in 1991 TCA was honored to become a FQHC site. Ms. Brown Miller continued to help to build the relationship of the physician to the patient. In 1999 Mrs. Brown Miller was certified as a Kid Care Agent. She served as a member of the Leadership Committee of Illinois Maternal Child Health Coalition where she helped to work on renaming the program from Kid Care to the All Kids Program this was a way of enrolling many more children through out the State of Illinois regardless of there family income or citizenship. Now the program has expanded the name to Family Care/All Kids enrolling the parents and children if they fall within the income requirement. Mrs. Brown Miller with TCA Health Center host a "Senior Care Day" each December to assist enrolling the seniors to varies health plans and making sure that each senior understands the Medicare program for Part A, B and D the seniors hold a very special part in her life. She holds a Bachelor in Business Management from Olivet Nazarene University and presently working on her MBA.

Lippert, Jessica
Regional Coordinator
APPRISE

Cindy has a bachelor’s degree in Social Work and Masters in Business from the University of Mary in Bismarck, ND. Cindy’s history includes working with people with disabilities, grant writing and prescription assistance programs. Cindy has been the director of ND SHIP since 2006.

Lippert, Jessica
Regional Coordinator - APPRISE
APPRISE, PA SHIP

Jessica Lippert is the lead Regional Coordinator for the Pennsylvania SHIP Program, otherwise known as the APPRISE Program. Jessica has been a Regional Coordinator with APPRISE for five years. This is her second presention at the SHIP National Conference.

Livesay, Diane
Deputy Regional Administrator
CMS

Diane Livesay is the Deputy Regional Administrator for the Centers for Medicare & Medicaid Services (CMS) in Denver. In this capacity, she has responsibility for management and direction of internal operations within the Regional Office. Previously, Diane served as the Associate Regional Administrator for the Medicaid and Children’s Health Division for Region VIII where she had direct oversight responsibility for the administration of the Medicaid and Children’s Health programs covering a six-state jurisdiction – Colorado, Montana, North Dakota, South Dakota, Utah, and Wyoming. Prior to working in the Medicaid Division, Ms. Livesay served as the Manager for the Medicare Administration Branch and as the Manager for the Customer Relations Branch in the Division of Beneficiaries and Health Plans and Providers. This included having responsibility for Beneficiary and Provider education and outreach activities; policy and technical guidance, and contractor oversight for Region VIII.

Diane began her Federal career in 1998. For 11 years prior to coming to CMS, she was employed by Blue Cross Blue Shield of North Dakota where she served in numerous management positions within their government programs operations. Diane is passionate about the work performed at the Centers for Medicare & Medicaid Services and she is committed to ensuring that Medicare and Medicaid beneficiaries – both children and adults alike – have access and receive the services to which they are entitled.

Lopez, Gretchen
Ohio SHIP Director
Ohio Dept. of Insurance

Gretchen Lopez has been with the Ohio Department of Insurance for 19 years and the Ohio Senior Health Insurance Information Program (OSHIIP) Director for the past 12 1/2 years. OSHIIP has a full time staff of 17, over 700 volunteers and 75 volunteer County Coordinators. Prior to her promotion as Ohio's SHIP Director, she supervised 8 complaint investigators in the Consumer Services Division who assisted consumers experiencing difficulties with insurance companies and/or agents. Additionally, Ms. Lopez accumulated 10 years of experience in the insurance indistry as a life and health agent and technical trainer. After earning her Bachelors Degree from Ithaca College, in New York and pursuing her Masters Degree at North Texas State University, she taught in the public school system for 6 years. Ms. Lopez has given presentations on OSHIIP's CREAM Team concept, the SHIP Mates hospital-based beneficiary outreach program and other successful initiatives at several national SHIP Directors Conferences, at the New SHIP Directors' training workshops and for the SHIP staff and volunteers in Florida, Kentucky and Washington. She currently serves as the Vice-Chair of the SHIP Steering Committee, is the Bi-Regional Representative for Regions 5 & 7, is Chair of the National Conference Planning Committee, is a member of the Governor's Senior Civic Engagement Council, the Advisory Board of the Greater Cleveland Aging and Disability Resource Center, and Ohio's Aging Eye Public and Private Parnership Committee. She is a member of the National Association of Professional Women and an international speaker on a varity of insurance topics.

Maloof, Carol
Acting Regional Administrator
CMS

Carol Maloof is the Acting Regional Administrator for the New York and Boston Regions. In this role she is responsible for CMS’ external affairs operations for the New England States, New York and New Jersey. In addition, Carol oversees the management of CMS’ Boston Regional office with over 120 staff.

Carol currently also serves as Deputy Regional Administrator, CMS Boston Regional Office. Prior to her DRA service Carol was Branch Chief in the Boston Division of Quality Improvement, Boston Regional Office where she oversaw 14 QIOs and 5 End-Stage Renal Disease Networks in 14 States, PR and the Virgin Islands. Carol also served as the New England Medicare Modernization Act (MMA) Education Campaign Manager during the Medicare Part D first enrollment period from 2005 until June, 2006.

Prior to her CMS career, Carol served in the Social Security Administration (SSA) as a District Manager in the Chelsea and Dorchester, Massachusetts District Offices, as a Social Insurance Program Specialist, and in various capacities in SSA’s Area Director Office and in the Office of the Regional Commissioner in Boston.

Ms Maloof holds a Bachelor’s degree in Spanish from Providence College and has done graduate work in Public Administration at Northeastern University and the University of Massachusetts at Amherst. She is a Senior Fellow with The Council for Excellence in Government.

Mason, Gladys
Program Coorniator
Crater District Area Agency on Aging

Nancy Zahn is a Health Insurance Specialist with the Centers for Medicare & Medicaid Services in the Chicago Regional Office and has been working in the area of Medicare Secondary Payer for over 15 years.

McCloy, Tamara
Health Insurance Specialist
CMS

Ilene Stein serves as Policy Counsel in Medicare Rights Center’s Washington, D.C. office where she focuses on Medicare policy advocacy and development. Prior to attending Brooklyn Law School, Ms. Stein worked in Washington, D.C. as a Correspondence Assistant for United States Senator Barbara Boxer and as an Associate at the Dewey Square Group, a public policy and political strategy firm. Ms. Stein is a former recipient of the Borchard Fellowship from the Borchard Foundation on Law and Aging.

McKay, Hunter
Social Science Analyst
UD Dept. HHS

Hunter McKay is a Social Science Analyst in the Office of the Assistant Secretary for Planning and Evaluation at the U.S. Department of Health and Human Services. He is currently working on a number of issues related to long-term care financing including the “Own Your Future” long term care awareness campaign, implementation of the Partnership for Long Term Care, and development of a reverse mortgage program designed to finance long term care. Mr. McKay’s previous positions include Deputy Director for a number of Robert Wood Johnson Foundation national programs including Partnership For Long-Term Care, Service Credit Banking, and, the Medicare/Medicaid Integration Program. Before working as Deputy Director, Mr. McKay worked in the Office of Health Policy, Massachusetts Executive Office of Human Services and in the Health Programs Development division of Massachusetts Blue Cross and Blue Shield. Mr. McKay holds a masters degree from the University of Maryland School of Public Policy.

Miller, Janet
Health Insurance Specialist
CMS

As Senior Advisor to the Director of the CMS Office of External Affairs, Donna is responsible for Medicaid and CHIP outreach and enrollment initiatives. Prior to joining the Administration, Donna was Outreach Director at the Center on Budget and Policy Priorities for 17 years. There she oversaw the Center’s highly acclaimed national Earned Income Tax Credit Campaign, as well as conceived and directed Start Healthy, Stay Healthy, a national effort to enlist government agencies, advocacy groups, health and human services providers, community-based organizations and institutions and others to reach out and enroll eligible children and parents in health coverage programs. Donna has consulted with state policymakers and program administrators on strategies to improve access to Medicaid and CHIP and has provided training and technical assistance on effective outreach techniques. She has written extensively on these topics and her papers and outreach strategy guides have been used by organizations across the country. Before coming to Washington, Donna worked in New Jersey as a child advocate where her work resulted in the establishment of a successful state School Breakfast Start-Up Fund and a WIC Quality Enhancement grant program.

Montague, Dorothy
SHIP Coordinator
SW TN Area Agency on Aging and Disability

Mr. Kavouras joined the Centers for Medicare and Medicaid Services in 1998. In his 12 years of experience with the Agency, he has held numerous leadership positions in the Medicare Advantage (MA) and Prescription Drug Programs, in both CMS’ Central Office and the Chicago Regional Office. Currently, Mr. Kavouras is the national Medicare Advantage Compliance Lead in the Division of Medicare Advantage Operations in CMS’ Central Office. In that role, he oversees and coordinates the implementation of compliance actions taken against MA Organizations and leads CMS’ national marketing surveillance activities. Previously, Mr. Kavouras also served as the acting Director in the Division of Medicare Advantage Operations and was the national account management team lead for the Prescription Drug Benefit program. Mr. Kavouras also has five years of experience in the Chicago Regional Office, including roles as the special assistant to the Associate Regional Administrator and as the Managed Care Operations Team Lead in the Division of Medicare Operations. Mr. Kavouras holds a Bachelor’s degree from the University of Illinois and a law degree (J.D.) from DePaul University with an L.L.M in Health Law. Mr. Kavouras is a licensed attorney in the State of Illinois.

Morgan, Abigail
Associate Program Director in Medicare Education
National Association of Area Agencies on Aging

Abigail Morgan joined the staff in July 2007 as the Associate Program Director in Medicare Education. As part of the Aging Services Network Community Based Enrollment Campaign, Abigail provides technical assistance to campaign partners engaged in targeted outreach for low-income Medicare beneficiaries. She assists in the development and delivery of new outreach efforts related the Medicare Part D/Low-Income Subsidy and monitors and disseminates updates in the Medicare program to the Aging Network. Abigail brings her background in working on Medicare related issues from her time at ElderNet of Lower Merion where she assisted in the initial enrollment for Medicare Part D. She joins n4a from working in the Philadelphia area at the Center for the Rights and Interests of the Elderly (CARIE) where she assisted in the development of the Pennsylvania Direct Care Worker Association. She holds a Masters in Social Service and a Masters in Law and Social Policy from Bryn Mawr College.

Murphy, Jo
Director
MMAP, Inc.

Kevin Robertson is North Carolina SHIIP’s Statewide Volunteer Manager. He has held this position for the last six years. However, Kevin has over 16 years of volunteer management experience. He is also a past President for the North Carolina Association of Volunteer Administrators. Before coming to NC SHIIP he worked with the Senior Corps programs through a local AAA in North Carolina.

Murray D.M., Renard L.
Atlanta and Dallas Bi-Regional Administrator
CMS

Renard L. Murray is the Acting Regional Administrator for the Centers for Medicare and Medicaid Services, Atlanta and Dallas Regions. He is responsible for External Affairs. Immediately preceding his appointment as the Acting Atlanta Regional Administrator, Dr. Murray served as Special Assistant to the Agency’s Chief Operating Officer in Baltimore, Maryland and as Acting Regional Administrator in the Boston Regional Office. He began his career with the Centers for Medicare & Medicaid Services in October 1999 as a Health Insurance Specialist. He served as the lead for the Government Performance Results Act (GPRA) dual-eligible initiative, GPRA Childhood Immunization initiative, and co-lead for the Atlanta Region’s Medicaid eligibility team.

He was promoted to Branch Manager of the Medicaid-SCHIP Policy Branch in the Division of Medicaid & Children’s Health in the Atlanta Regional Office. In this capacity, he managed a variety of functions in the Medicaid Policy Area. Some which include Medicaid eligibility, Medicaid covered services, Home & Community Based Waivers, Medicaid Managed Care, and SCHIP. Additionally, he worked on several workgroups focused at improving the workforce within the Regional Office.

Dr. Murray was later promoted to Associate Regional Administrator with the Division of Medicaid & Children’s Health. As Associate Regional Administrator for the Division of Medicaid & Children’s Health, he was responsible for the Medicaid & SCHIP Policy Branch and Financial Management Operations and Programs Branch in the Atlanta Regional Office. His Division provided Federal oversight of the Medicaid and SCHIP Programs for eight states in the Southeast Region. Under his leadership, over $50 Billion dollars are spent to serve over 8 million Medicaid beneficiaries. Dr. Murray came to CMS from the Social Security Administration (SSA) where he served as Claims Representative, Operations Supervisor and District Manger.

Dr. Murray also works as an adjunct professor with the University of Phoenix Online Campus. He teaches bachelor and master level courses in the School of Health Science and Nursing. In this role, he has taught several students across the nation in the past four years.

Nalty, Dennis
Principal Research Scientist
American Institutes for Research

Dr. Nalty is the Principal Researcher for Performance Measurement and Performance Management in the Health Services Research Practice group of American Institutes for Research. In this capacity, he has provided research and analytic support and technical assistance to federal, state, and local substance abuse agencies, mental health service agencies, and Medicare service assistance agencies. Dr. Nalty currently serves as a key point of contact for states and agencies for data and reporting issues for the SHIP NPR. Dr. Nalty is a specialist in the management and analysis of health and consumer service research, including service effectiveness, service outcomes, and preferred practices in service delivery. Dr. Nalty has been actively involved in promoting the policy implications of behavioral health and Medicare research, including legislative and executive briefings, technical assistance, and participation and coordination of expert panels at the state and federal levels.

Newman, Ashley
SHIP Regional Coordinator
Aging & Disability Resource Center

Michelle Velasquez, Health Insurance Specialist, has been with the Centers for Medicare & Medicaid Services Kansas City Regional Office since 2002. She has been on the Regional External Affairs (REA) Team since October 2008, serving as the regional National Medicare Training Program Coordinator and SHIP liaison. Prior to joining the REA team, she worked in the Medicare Secondary Payer and Coordination of Benefits area and was assigned to the implementation team for Medicare Prescription Drug Coverage, or Part D. Michelle holds a Bachelor of Science Degree in Management from Park University in Parkville, Missouri.

Newman, Charlotte
Director
National Medicare Training Program

Charlotte L. Newman/Bio As Director of the Division of Training, a division within the Office of External Affairs, I am responsible for leading the efforts of the National Medicare Training Program, the official source of Medicare training and information for the Centers for Medicare & Medicaid Services. Prior to coming to CMS, I was the Director of Education for Delmarva Foundation for Medical Care, the Quality Improvement Organization for Maryland and the District of Columbia. Additionally, I have spent many years teaching software applications and Internet courses for several Maryland colleges and have authored numerous technical instructional guides. I live in Annapolis with my husband and the youngest of our seven children.

O'Connor, Nancy
Regional Administrator
Centers for Medicare and Medicaid Services

Nancy O’Connor is the Regional Administrator of the Centers for Medicare and Medicaid Services’ Philadelphia Office. In this position, Nancy oversees the external affairs operations of the Medicare, Medicaid, and SCHIP programs in the six-state region of Delaware, the District of Columbia, Maryland, Pennsylvania, Virginia, and West Virginia. As Regional Administrator, Nancy ensures that both Medicare and Medicaid beneficiaries receive the information that they need to make the right decisions about their health care choices. Nancy also works closely developing grassroots community partnerships that do outreach on behalf of CMS programs at the local level.

In 2007, Nancy served as the Acting Director for the Office of External Affairs in Washington, DC. As Acting Director, Nancy was the primary Advisor for the Administrator and the agency on public affairs matters and was responsible for the operations and management of eight divisions including media affairs, publications, speechwriting, stakeholder relations, video and graphic arts, intergovernmental relations, research, training and publications.

In 2006, Nancy directed the implementation of the Medicare prescription drug benefit, the single biggest expansion of the program since its inception. Over 90% of all people with Medicare enrolled in the Part D as a result of the outreach made by Region III and its grassroots partners.

Nancy has held various management positions including Deputy Regional Administrator. She joined the government as a Presidential Management Intern after working in health care administration at the Georgetown University Medical Center. Nancy received a Bachelor of Science in Nursing from Villanova University and a Master of Health Services Administration from the George Washington University.

Parlaman, Cheri
Associate Commissioner
Social Security Administration

During the course of her career at the Social Security Administration, Mrs. Parlaman has led several major initiatives. She was responsible for the various communications activities including drafting prior National Communications Plans, the Combined Federal Campaigns, raising over 2 million dollars for charity, and has overseen the Agency’s Marketing and External Affairs activities for four years. Prior to her work at the Social Security Administration, Mrs. Parlaman worked at the Department of Education where she worked with the Chief of Staff to begin the implementation of the No Child Left Behind Act. In addition to her work activities, Mrs. Parlaman is active in her local community and Church and was recently married. Mrs. Parlaman has a Master’s Degree in Public Service and Administration from the George Bush School of Government and Public Service at Texas A&M and a Bachelors Degree in Political Science from the University of North Carolina at Wilmington.

Parvis, Mimi
Health Insurance Specialist
The Centers for Medicare & Medicaid Services

Ron Tanner graduated from Auburn University at Montgomery, Alabama in 1988 where he earned a Bachelor of Science in Business Administration. He has worked for the Alabama Department of Senior Service since 1995 and is currently the Director of Information Services and Technology. Before his appointment to director in 2004, Ron worked as a Senior Programmer for the department. Prior to working for Senior Services, he was employed by the Alabama Department of Transportation’s Computer Services Bureau. During his seven years there he worked in Technical Support, Programming and as a Network Administrator. Ron has served on Governor Riley’s Task Force to Strengthen Alabama Families and is currently working on the Governor’s “myAlabama” Project to develop interoperability between the Health and Human Services Departments in Alabama. In the past he has served on Consumer Directed Module steering committee with Boston College’s National Resource Center for Participant-Directed Service.

Pearce, Jeannie
Director
NV State Health Insurance Assistance Program

Jeannie Pearce has been the Director of the Nevada State Health Insurance Assistance Program for three years. Jeannie has a Bachelors degree in Marketing/Merchandising from the University of Arizona. She has over 30 years experience in the social service sector and as a marketing executive with health insurance companies. Jeannie is a member of the SHIP Steering Committee (At Large), Nevada Chartered Value Exchange Steering Committee, and Nevada Seniors United.

Phillips, Cynthia
Manager of Field Operations
SHINE

Gloria Parker is the Associate Regional Administrator for the Centers for Medicare & Medicaid Services (CMS), Division of Medicare Health Plans Operations (DMHPO), Region IV, Atlanta, Georgia. The division provides oversight for Medicare Advantage Organizations; Medicare Prescription Drug Plans (PDP); provides resolution to Medicare beneficiary complaints about Medicare Advantage and PDP plans and responds to inquires from beneficiaries, their caregivers, congressional offices and other advocates for Medicare beneficiaries; and develops and provides educational programs for partners and people with Medicare for the southeast states of Alabama, Georgia, Kentucky, Tennessee, North Carolina, South Carolina, Mississippi and Florida. Prior to her current position with CMS, Ms. Parker served as the Director, Division of Plan Management, from November 2004 to January 2006 at CMS Headquarters in Baltimore, Maryland, where she served as the lead for processing the Medicare Advantage applications under the Medicare Modernization Act. Prior to this position, Ms. Parker served as the Branch Chief in the Atlanta Regional Office’s Survey and Certification Branch for two years and as the Branch Chief for the Medicare Managed Care for four years. Ms. Parker has also served in the capacity of Health Insurance Specialist and Special Assistant at CMS’ Headquarters. Ms. Parker began her federal career in April 1979 with the Social Security Administration (SSA) where she worked her way up to the management ranks. After 12 years with SSA, Ms. Parker worked for the Pension Benefit Guarantee Corporation as a technical/advisor before starting her career with CMS. Ms. Parker is a graduate of the Council for Excellence in Government and has received numerous honors and awards which include the Department of Health and Human Services Secretary’s Award for Distinguished Service in 2002 and 2005. Ms. Parker holds a Bachelor Degree from the Florida Atlantic University and has done post graduate work at Emory University.

Platte, Stacey
Senior Program Associate, Program Development
Health Assistance Partnership

A refugee from the former USSR, Julia Ostropolsky graduated from Washington University School of Social Work in 1995. Since then, she dedicated her life to serving the elderly and disabled. Julia founded Bi-Lingual International Assistant Services in 2002. The agency now serves over 800 consumers annually, providing them with home based counseling, social services, naturalizaiton assistance, interpretation & translation, advocacy and money management. A sister home care agency was created to meet personal and home care needs of the seniors. Licensed Clinical Social Worker, Julia was nominated to the Governor's Committee on Psychological and Social Needs of Minority Older Adults, participated in Regional and National Office of Minority Health Conversations, and was nominated twice to the Robertwood Johnson Exemplary Person Award. A mother of three children, Julia continues to devote her time to the needs of the indigent seniors who lack knowledge and resources to navigate through intricate system of care. Her dedication led to wide publicity of BIAS Medicare Part D Task force, acknowledgement in Commonwealth Fund and on the Agency for Research and Healthcare Quality website. Today, the agency serves African-American, Russian, Bosnian, Korean, Chinese, Afghan, African, Indian, Bhutanese and consumers from other nationalities.

Pokrzywa, Katherine
Health Insurance Specialist
CMS

Katherine Pokrzywa Kay Pokrzywa is a Health Insurnace Specialist in the Division of Medicare Enrollment Coordination, Medicare Enrollment and Appeals Group, Center for Drug and Health Plan Choice, in the Centers for Medicare and Medicaid Services. She has the lead on policies and procedures for eligibility for the Medicare Part D low-income subsidy ("extra help"). Prior to joining CMS, she worked in Maryland's Medicaid program, in the Division of Eligibility Services, for more than 15 years. She is a graduate of Towson University.

Raley, Katharine
HICAP Program Manager
Co.of Ventura Area Agency on Aging

Katharine Raley currently is the HICAP Program Manager for the County of Ventura Area Agency on Aging, where she has served in that capacity since 1999. Under her leadership the program has grown from 7 volunteers to over 40, many of whom volunteer 50 or more hours a month. Previously, Ms. Raley has held positions with the County of Ventura Health Care Plan as a claims adjudicator, and in the Admitting and Emergency Departments of the Ventura County Medical Center. Prior to working for the county, past positions include medical office management and back office/front office medical assisting for family and specialty medical practices. Ms. Raley holds an Associate of Arts Degree with emphasis on healthcare and psychology. Katharine has over 40 years of working the healthcare/Medicare industry. In September 2006, Katharine was awarded the Social Security Administration Regional Commissioner’s Citation in recognition of her outstanding work in providing community education on Medicare Part D as well as the Low-Income Subsidy Program. During a ten month period, over 300 community education presentations were given by the HICAP program and Social Security, the highest in Region 9. Ms. Raley was honored to receive this award as it’s traditionally only given to Social Security Administration employees. Katharine has also been recognized by the Ventura County Mental Health Board and the Disability Ministries of Ventura County for her work with the mentally ill and disabled. In 2009, Katharine was selected to serve on a national advisory group that recommends and suggests changes to Medicare policies. Ms. Raley has also testified as a Medicare expert witness before the Ventura County Superior Court. Growing up on a rural California ranch instilled a strong work ethic and an appreciation of her elders. Katharine is a tireless and passionate advocate for the rights of the elderly, disabled, mentally ill and homeless, and is always looking for new and more effective ways to outreach to hard-to-reach populations and ensuring that all Medicare beneficiaries receive the benefits that they are eligible for. Katharine services as a board member for California Health Advocates and is also a member of Alturas International. In addition to her professional career, Katharine is a single grandmother raising three teen grandchildren.

Robertson, Kevin
Statewide Volunteer Manager
NCSHIIP

Kevin Robertson is the Statewide Volunteer Manager for the NC SHIIP. He has held this position for the last five years. Kevin has over 15 year of volunteer management experience. He is also a past President for the North Carolina Association of Volunteer Administrators and he currently serves on the board as the Recognition Chair. Before coming to NC SHIIP he worked with the Senior Corps programs through a local AAA in North Carolina. Kevin has been certified through NCAVA in Volunteer Management and he holds a Masters Degree in Public Administration from High Point University.

Ross, Shirley
Technical Information Specialist
CMS/OEA/DSR

Andrea has been a resident of Toombs County for 22 years and a farm worker advocate for more than 20 years. Co-founder of Southeast Georgia Communities Project which started in February 1995 in Lyons, Georgia. She has been recognized nationally for her work in advocacy by the Ford Foundation “Leadership for a Changing World” award program in 2003. Andrea is a mother of 2 children; a daughter 23 attending AASU in Savannah and a son 17 who graduated from Southeastern technical college with his GED in Summer 2007 and who is presently living away from home, she is married to Jose Eugenio Castillo, a native of Zacatecas, Mexico.

Saavedra, Buffie
Community Advocacy Bureau Chief/NM SHIP DIRECTOR
NM Aging and Long Term Services Department

Buffie Ann Saavedra heads the Community Advocacy Bureau at the NM Aging & Long Term Services Department. She has been the NM SHIP Director for over 6 years and the SMP Director for 9 years. She has a Bachelors of Business Administration/Marketing from the University of New Mexico and a Masters Business Administration from the University of Phoenix. Buffie is a member of the New Mexico Board of Pharmacy, Chair of Remote Pharmacy Sub Committee, Chair of the Education Committee of the Prescription Improvement Coalition NM QIO, and SHIP Steering Committee Chair.

Sarauw, Rena
SHIP Director
Virgin Islands SHIP

Judith Bendersky has her Masters in Public Health and is a Certified Health Education Specialist. She has worked in early childhood, school health, policy related to disabilities and special education and is Alaska's SHIP and SMP Director.

Sayen, David
Regional Administrator
CMS

David Saÿen is the Regional Administrator at the Centers for Medicare & Medicaid Services (CMS) San Francisco office. CMS Region IX includes California, Arizona, Nevada, Hawaii, and the Pacific Territories. David and his immediate staff are focused on external and intergovernmental affairs, while operations units in the office provide technical assistance and conduct a variety of reviews, evaluations, and inspections of activities in CMS’s programs. The San Francisco Regional Office spans a vast geographic area, has one of the most culturally diverse populations in the nation, and serves more than 14 million Medicare, Medicaid, and Children’s Health Insurance Program beneficiaries. David brings more than 30 years of Federal service and experience in health and human services programs to the position of Regional Administrator. Between 2002 and 2007, as Associate Regional Administrator for Medicare Health Plans Operations, he led all Medicare private health plan contract operations for Medicare Advantage and the Medicare Prescription Drug benefit in the San Francisco region. Before that he led the Medicare Contractor Financial Management and Program Integrity functions. Before coming to California he held posts in the CMS headquarters Office of Information Services and the Philadelphia region. David is deeply committed to CMS’s mission, which is to ensure effective, up-to-date health care coverage and to promote quality care for all beneficiaries. He is particularly interested in advancing programs that improve care for those living with chronic diseases and in addressing disparities in health status that affect priority populations. David is a Senior Fellow of the Council on Excellence in Government. He received the HHS Secretary's Distinguished Service Award on two occasions. He earned his Bachelor’s degree in Philosophy and an MBA in Health Administration from Temple University in Philadelphia. He lives in Alameda, California with his family.

Sayen, David
Regional Administrator
CMS

David Saÿen is the Regional Administrator of the Centers for Medicare & Medicaid Services in San Francisco. CMS Region IX includes Arizona, Hawaii, Nevada, California, and the Pacific Territories. David has more than 30 years of federal service. His accomplishments at HHS include work in financial management, health plan operations, information technology, and public affairs. He earned his MBA in Health Administration from Temple University in Philadelphia PA.

Scala-Foley, Marisa
Director
Nat Ctr for Benefits Outreach and Enrollment

Marisa Scala-Foley is the Director of the National Center for Benefits Outreach and Enrollment at the National Council on Aging. The National Center for Benefits Outreach and Enrollment (www.CenterforBenefits.org) helps organizations enroll seniors and younger adults with disabilities with limited means into the benefits programs for which they are eligible so that they can remain healthy and improve the quality of their lives. Previously at the National Council on Aging, Ms. Scala-Foley was Associate Director of the Access to Benefits Coalition, where she oversaw training, technical assistance, and research. Prior to her positions at the National Council on Aging, Ms. Scala-Foley served as Director of the Center for Medicare Education at the Institute for the Future of Aging Services in Washington, DC. Throughout her career, Ms. Scala-Foley has focused on issues related to developing accessible educational materials and infrastructure for health-care and long-term care education (for consumers and professionals), consumer navigation of the U.S. health-care and long-term care systems, and consumer direction in long-term care for older adults. She has also authored numerous publications in these areas, including Consumer-Directed Home Services: Issues and Models, one of the early studies of consumer direction in state programs for older adults; Navigating the Long-Term Care Maze: New Approaches to Information and Assistance in Three States, a case study analysis of long-term care information and assistance models in three states; and Taking Charge: A Guide to Personal Care Decision-Making in Later Life, a consumer guide to long-term care in Ohio which was adopted by the Ohio Department of Aging. Ms. Scala-Foley holds a Masters in Gerontological Studies from Miami University (Ohio), and a Bachelor’s in Sociology and Gerontology from the College of the Holy Cross.

Scheckelhoff, Becky
Program Associate
Health Assistance Partnership

Becky Scheckelhoff is the Program Associate of Medicare at the Health Assistance Partnership. Her responsibilities include creating Medicare education tools and materials, support for technical assistance requests and HAP training, assistance with monthly conference calls, and production of the HAP eNewsletter. In addition to working with the Massachusetts SHIP as the training coordinator, she has four years of direct experience within the beneficiary community. Becky earned a B.A. in Psychology from the University of Massachusetts, Boston.

Schlosser, Erica
Program Specialist
American Institutes for Research

Gretchen Lopez has been with the Ohio Department of Insurance for 20 years and the Ohio Senior Health Insurance Information Program (OSHIIP) Director for the past 13 1/2 years. OSHIIP has a full time staff of 18, over 750 volunteers and 75 volunteer County Coordinators. Prior to her promotion as Ohio's SHIP Director, she supervised 8 complaint investigators in the Consumer Services Division who assisted consumers experiencing difficulties with insurance companies and/or agents. Additionally, Ms. Lopez accumulated 10 years of experience in the insurance industry as a life and health agent and technical trainer. After earning her Bachelors Degree from Ithaca College, in New York and pursuing her Masters Degree at North Texas State University, she taught in the public school system for 6 years. Ms. Lopez has given presentations on OSHIIP's CREAM Team concept, the SHIP Mates hospital-based beneficiary outreach program and other successful initiatives at several national SHIP Directors Conferences, at the New SHIP Directors' training workshops and for the SHIP staff and volunteers in Florida, Kentucky and Washington. She currently serves as the Vice-Chair of the SHIP Steering Committee, is the Bi-Regional Representative for Regions 5 & 7, is Chair of the National Conference Planning Committee, is a member of the Governor's Senior Civic Engagement Council, the Advisory Board of the Greater Cleveland Aging and Disability Resource Center, and Ohio's Aging Eye Public and Private Partnership Committee. She is a member of the National Association of Professional Women and an international speaker on a variety of insurance topics.

Schreiner, Daniel
Medicare Ombudsman
CMS

Frances Harmatuk is the Technical Advisor for the Call Center Operations Group at the Centers for Medicare and Medicaid Services. The Call Center Operations Group is responsible for the operations of the 1-800 MEDICARE customer contact centers, including operating and maintaining the call center systems. When Ms. Harmatuk joined the CMS she led the IVR modernization efforts as the government task lead for enhancing the self-service IVR channel for 1-800-MEDICARE. She lead the integration of caller's self service IVR activity with the call center desktop, enhancing the 360 degree view of the Medicare beneficiary. She also provides technical guidance on the integration of the various channels with the call center desktop application, including Medicare's Beneficiary Portal, www.mymedicare.gov. Additionally, Ms. Harmatuk provides guidance and leadership with other areas of the Beneficiary Contact Center operations, including the Customer Service Representative’s desktop, the training and content development, and ongoing process improvement efforts. Prior to joining Medicare, Ms. Harmatuk spent 10 years with Booz Allen Hamilton where she provided information technology management and consulting support to numerous Federal clients. For the Centers for Medicare and Medicaid Services, she was involved in the evaluation and recommendation of Siebel to support Medicare's Virtual Call Center strategy. She also provided Independent Verification and Validation support to many large scale systems integration healthcare projects.

Schreiner, Daniel
Medicare Ombudsman
CMS

Daniel J. Schreiner As the Medicare Beneficiary Ombudsman, Mr. Schreiner focuses on resolving systemic issues that impact people with Medicare. His focus is on assisting beneficiaries with inquiries, complaints, grievances and appeals as well as requests for assistance from beneficiaries about any aspect of the Medicare program. As the first Medicare Ombudsman, Mr. Schreiner assisted the Agency in identifying and addressing beneficiary issues during the implementation of the Prescription Drug Benefit which offered drug assistance to more than 24 million seniors. He has helped the Agency achieve more effective customer service to the more than 42 million Medicare beneficiaries by facilitating a weekly national caseworker calls with CMS staff, where systematic issues and methods for providing uniform assistance to beneficiaries on common problems are discussed. The Office of the Medicare Ombudsman has a staff of senior casework analysts who resolve problems for beneficiaries who need individualized assistance because of a critical health need or financial circumstance. In efforts to provide assistance to vulnerable populations of people with Medicare, Mr. Schreiner has led efforts within his Office to design and implement the SHIP Technical Assistance Program which provides a mechanism for direct service providers to learn more about assisting Medicare beneficiaries with a mental illness. Prior to joining CMS as the Medicare Ombudsman, Mr. Schreiner worked as an HIV/AIDS Healthcare and Financial Consultant, providing technical assistance to state and federal HIV/AIDS programs, assisting private industry in delivering HIV/AIDS drug treatments and services, and working with partners and community organizations to assure access to care and treatment for those living with HIV/AIDS. Mr. Schreiner has also worked with the Health Resources and Services Administration’s HIV/AIDS Bureau’s AIDS Drug Assistance Program as an Expert Appointment. His projects include assisting states with forecasting future FY ADAP budgets and expenditures and evaluation of state insurance options for the purpose of purchasing health insurance for individuals with HIV/AIDS. In addition, Mr. Schreiner worked in conjunction with HRSA regional project officers to monitor and address state and regional ADAP issues. Mr. Schreiner received his Bachelor of Science Degree in International Business from the University of Akron in Akron, Ohio and his Masters in Health Science Degree in Health Policy and Management from The Johns Hopkins University School of Public Health in Baltimore, Maryland.

Shapiro, Laurence
Health Benefits & Economic Security Bur Dir
New York State Office for the Aging

Cindy Phillips started working with the Massachusetts SHIP Program, “SHINE”, in 1994 and has served in the capacities of Regional SHINE Director, Training Coordinator, Manager of Field Operations and now State Program Director. She fondly remembers the days when she could memorize the premiums of the HMO and Medigap plans. Phillips has a Master’s degree in Social Work from the University of North Carolina at Chapel Hill, with a concentration in Administration, Planning and Community Organizing. She has a Bachelor in Social Welfare and a Certificate in Gerontology from Rhode Island College. Her previous jobs include medical social worker in acute and chronic care settings, state and local health care planner and case manager in home care. In Phillips’ spare time she enjoys town politics as a Town Meeting member and serving in the local Medical Reserve Corps. She is looking forward to seeing Wrigley Field and adding to her baseball collection!

Sheldon, Cindy
SHIP Director
ND Department of Insurance

As director of the Senior Health Insurance Information Program, Kris oversees a volunteer based program which provides counseling and assistance to people on Medicare. SHIIP addresses Medicare benefits, enrollment and eligibility, claims, Medicare supplement insurance, Medicare Advantage plans, employer provided retiree health plans, long term care insurance, military benefits for retirees, Medicaid, health insurance claims and other specialized health insurance. SHIIP’s services include one-to-one counseling, a consumer 800#, speakers bureau, consumer guides and fact sheets and a web site.

Silva, Gil
Deputy Regional Administrator
Atlanta Regional Office

Josiah Bova is North Carolina’s SHIIP’s Field Operations and Western Regional Manger. He also serves as the NC Senior Medicare Patrol (NC SMP) Project Director. Josiah’s professional career began as an educator. Later he joined the staff of the American Association of Retired Persons in Washington, D.C. where is served as Marketing Coordinator for the AARP Group Health Insurance Program. Josiah joined North Carolina state government in the Department of Health and Human Services at the Black Mountain Center as a Creative/Expressive Arts Specialist working with the Alzheimer’s population. In 2000, he accepted a position with the NC SHIIP program.

Silva-Minnich, Rosanna
Community Information Specialist
Southern NV Health District

As Director of the Division of Training, a division within the Office of External Affairs, I am responsible for leading the efforts of the National Medicare Training Program, the official source of Medicare training and information for the Centers for Medicare & Medicaid Services. Prior to coming to CMS, I was the Director of Education for Delmarva Foundation for Medical Care, the Quality Improvement Organization for Maryland and the District of Columbia. Additionally, I have spent many years teaching software applications and Internet courses for several Maryland colleges and have authored numerous technical instructional guides. I live in Annapolis with my husband and the youngest of our seven children.

Smith, Anne
Medicare Rights Advocate
Legal Services for the Elderly

Anne E. Smith serves as the Medicare Rights Advocate at Legal Services for the Elderly in Augusta, Maine. In her role as Medicare Rights Advocate, Anne assists Maine residents in understanding and accessing their Medicare benefits, rights and protections. She works closely with both the State Health Insurance Assistance Program (SHIP) and the Maine SMP (Senior Medicare Patrol Project) to provide training to volunteers, social service providers, physicians and pharmacists as well as counseling and outreach to Medicare beneficiaries, their families and their caregivers on health insurance and prescription drug issues.

Snowden, David
Visual Information Specialist
CMS

Gloria McDonald is the Director of the I-CARE Program, South Carolina’s State Health Insurance Assistance Program. Insurance Counseling Assistance & Referrals for Elders (I-CARE) is a service of the Lt. Governor’s Office on Aging. She has been with I-CARE since 1995. She holds a Master’s Degree in Business and has over 27 years of working in social services programs, fourteen of them working with older adults. Experience includes working in Medicaid, Adult Protective Services and Medicare education and outreach. She has considerable experience developing and working with partnerships and coalitions. She is the staff liaison for the SC Medicare Beneficiary Advisory Committee. Ms. McDonald is also the program manager for The Senior Medicare Patrol and IR&A programs.

Stephen, Kristen
Health Insurance Specialist
CMS

Rex O’Rourke is a Policy Associate at the National Association of State Units on Aging (NASUA). Rex’s primary areas of focus are Medicare Improvements for Patients and Providers Act; State Health Insurance Assistance Program; and Public Benefits, including Enrollment and Eligibility. A native of Australia, Rex worked as a lead Ministerial Officer to the New South Wales Minister for Aging and Disability. In this role, he developed and implemented advanced departmental polices, priorities and goals that focused on independence and dignity for older people and individuals living with disabilities. Most recently, Rex worked for Oklahoman’s Department of Human Services, Aging Services Division, assisting it to respond to and proactively plan for fiscal challenges. Rex holds a BA in Health Sociology and Policy Analysis from The University of Sydney, and a Masters of Administrative Law and Policy from the University of Sydney, School of Law. In addition, Rex is due to complete his JD from The University of Oklahoma December, 2010.

Stone, Jean
Director, New York Field Office
Centers for Medicare & Medicaid Services

Jean Stone, Director, CMS' NY Field Office (FO) 212-616-2541 Jean.Stone@cms.hhs.gov •37 1/2 years federal experience at USDHHS (33 yrs @ Central/RegionalField Offices @ CMS & its predecessors. •Serves as Director, CMS/OFM/Office of Program Integrity’s NYFO 10/07-present) •Serves as CMS lead on Medicare DME Stop Gap Plan announced 10/6/08 in 7 states (CA, FL, NY, TX, IL, MI, NC) focused on high risk suppliers, ordering physicians, beneficiaries & equipment. •Serves as CMS lead on Identity Theft: participates in US AG's Subcommittee on ID Theft (DOJ, FTC, IRS, SSA, SEC, VA) (2006-present), US Govt Interagency Task Force on ID Theft (2005-2006), and member, DHHS’ E Health Exec. Steering Committee (2008) •Serves as CMS’ national lead on Medicare Infusion Fraud (2005 to present), participates in national Infusion task force with OIG/FBI (2007 to present), member NHCAA’s So FL Workgroup on infusion fraud (2008 to present), led CMS’ 2-Year So FL Infusion Fraud Demo (8/07-7/08). Participated in Gov.Bush’s Fed/State Inf. Fraud Task Force (2005-06), led fed/state/Medicare contractor Workgroup with Medicare savings > $2 B(2005-06) •Serves as member of CMS/OFM/PIG FASS team responsible for review and approval of initiation, extension and termination of Medicare payment suspensions •Directed CMS’ Miami Satellite Division (7-mo detail - 11/04-5/05); led CMS’ Miami Satellite Div’s So FL fraud projects on DME & Infusion, resulting in suspension of 487 DME suppliers; revocation of 493 Prosthetic/Orthotic suppliers’ Medicare #s, prepay denials of $17 M; identification of > $134 M in overpayments •Teach Medicare & Health Care Fraud courses as instructor @ Special Agent Basic Training for HHS/OIG (2006-09)@ Federal Law Enforcement Training Center (FLETC), New Brunswick, GA. Taught same courses as instructor for new FBI agents @ the FBI Academy, Quantico, VA (2007 & 2008)

Thompson, Kris
Senior Health Advocate
Iowa SHIIP

Kris Thompson Senior Health Advocate SHIIP Iowa Insurance Division 330 Maple Street Des Moines, Iowa 50319-0065 Tel: 515-281-6455 Fax: 515-281-3059 Email kris.thompson@iid.iowa.gov Education/Professional: Certified Volunteer Program Director for the State of Iowa Des Moines Area Community College Iowa State University Experience: Two years Insurance Agent - Life/Health, General Community Coordinator - Project SAFE - Co-author of article for national substance abuse magazine Nine years Nursing Home Public Relations Director /Volunteer Program Director Seventeen years as Senior Health Advocate with Senior Health Insurance Information Program of the Iowa Insurance Division State-wide public speaking engagements, seminars, conferences; Counsel seniors on health insurance and related issues; Coordinate Volunteer Program events, recognition; Governor’s Volunteer Awards, State Volunteer Conference; Work with Centers for Medicare and Medicaid Services; National Association of Insurance Commissioners and state and federal legislators on issues related to senior health insurance; Recruit, maintain and manage sponsors and volunteers for 99 counties; Define best practices, develop materials and promotion for diverse sponsor sites.

Thompson, Lee
Director
Health Assistance Partnership

On May 1, 2009, Anne Rogers was appointed the Statewide Program Director for the Florida SHINE (Serving Health Insurance Needs of Elders) for the Department of Elder Affairs. Ms. Rogers has worked in the aging network for six years most recently serving as the Senior Executive Assistant to Secretary E. Douglas Beach. Ms. Rogers has also served as the SHINE Liaison at the Senior Resource Alliance (Area Agency on Aging of Central Florida, Inc.) serving Florida’s seniors 60 years of age and older assisting a senior population of over 300,000 eligible beneficiaries. In this role she was responsible for the programmatic administration of the SHINE grant for the Planning and Service Area which oversaw approximately 75 local volunteers. Ms. Rogers leads a staff of 15 and over 400 volunteer counselors, trainers and presenters. Her vision for the program is to ensure that the SHINE program provides quality counseling and service to an ever increasing number and diversity of Florida’s 3.3 million eligible Medicare Beneficiaries. Ms. Rogers received a B.A. degree in Political Science from Rollins College in Winter Park, FL.

Toomey, Mimi

U.S. Administration on Aging

Mimi Toomey works in the Immediate Office of the Assistant Secretary for the U.S. Administration on Aging. She has over 25 years of multi-level experience within the Aging Network including running local community-based programs, area agency on aging programs, with an aging association at the national level, and now with AoA. In her current role, Mimi is responsible for the overall outreach operations, including partnership activities with the Centers for Medicare & Medicaid Services for the Aging Network at AoA.

Vance, Margaret
SHIP/SMP/SR.I&A Program Manager
Upper Shore Aging, Inc.

Ms. Johnson is currently working to assist in the establishment of the Competitive Acquisition Ombudsman Program. This Program was created under the Medicare Improvements for Patients and Providers Act of 2008 to develop and provide oversight of a new process to handle complaints and inquiries made by suppliers and individuals relating to the application of the DMEPOS Competitive Bidding. Ms. Johnson has worked at Centers for Medicare & Medicaid Services for over 11 years. For 8 of those years, she was the Designated Federal Official overseeing the operations of the Advisory Panel on Medicare Education, a federal advisory committee charge with advising the CMS Administrator and the Secretary of Health and Human Services on ways to enhance outreach and education to Medicare beneficiaries, caregivers, and stakeholders. She was the lead for developing partnerships to enhance Medicare outreach and education to the Hispanic aging and disabled populations. She was also the lead for developing outreach and education efforts through library partnerships. Before coming to CMS, Ms. Johnson was a librarian with the Enoch Pratt and Baltimore County Library Systems for 22 years. She also taught high school Spanish and French.

Velgouse, Linda
Center for Planning and Policy Development
US Administration on Aging

Linda Velgouse is an Aging Services Program Specialist in the Administration on Aging’s (AoA) Office for Planning and Policy Development. She has responsibility for issues related to community supports, consumer direction for elderly individuals, and for education about long-term care costs, planning, and financing. Ms. Velgouse joined AoA in November 2005. Prior to coming to AoA, Ms. Velgouse was the Director of Home and Community Based Services for the American Association of Homes and Services for the Aging (AAHSA) with primary responsibility for policy development and support for home and community based services and providers. Other experiences include: at the National Council on Aging (NCOA), Deputy Director of a 13 site national Robert Wood Johnson Foundation funded grant program to increase consumer direction in home and community based services; State Public Policy Director for the Maryland Chapters of the Alzheimer’s Association; and, State Health Planner for the Commonwealth of Massachusetts. In addition, Ms. Velgouse has been an administrator of housing, home health and assisted living programs. She is a Registered Nurse and has a Master’s Degree in Public Health from Boston University School of Medicine.

Walls , Malinda
SHIP Coordinator
Aging Commission of the Mid South

Barbara Childers is currently a Health Insurance Specialist at CMS, working in the Division of SHIP Relations. Barbara works closely with the National Performance Reporting system and the newly implemented benchmarking methodology. She is the liaison between central office and regional office staff, and has been working on developing volunteer management resources to be made available to SHIPs. Previously, Barbara was the SHIP Director at the Virginia Department for the Aging.

Ware, Margaret
Regional SHINE Director
Elder Services of Berkshire County

Mary Kaschak works as part of the Medicare Outreach team at the National Association of Area Agencies on Aging (n4a) in Washington, DC. She provides technical assistance to Generational Communication Campaign partners developing innovative models for educating current and future beneficiaries. She also develops training and marketing tools with Consumer Reports Best Buy Drugs to assist older adults make informed prescription drug decisions. Mary’s projects also involve a partnership with the National Council on Aging on the National Center for Benefits Outreach and Enrollment (NCBOE). Mary began working with older adults as a nurse's aid in a nursing home, and then for a hospice for several years where she developed an increased interest in older adults’ access to resources and benefits. A graduate of Miami University in Ohio, she holds a Master’s in Gerontological Studies with an emphasis on social policy and quantitative research. While at Miami, Mary worked as a research assistant at Scripps Gerontology Center.

Williams, Joyce
Health Insurance Spec
Centers for Medicare and Medcaid Services

Linda Petrosino SHIP Director New York State HIICAP Program Ms. Petrosino has served as the New York State SHIP Director since June of 2006. Prior to her current role she worked as an Aging Services Representative with the New York State Office for Aging. Previously, Linda worked with the NYS Child Health Plus (SCHIP Program) and served for 9 years as the Deputy Director of the Amsterdam Housing Authority in Amsterdam, New York. Together, she has over 15 years of governmental program experience to bring to New York's Health Insurance Information and Counseling Program (HIICAP). Ms. Petrosino holds a bachelors degree in Political Science and Economics and has completed the courses for a MA in Public Affairs and Policy.

Wright, Barbara
FCSP Coordinator
Upper Savannah Council of Governments

Dr. Nalty is the Principal Researcher for Performance Measurement and Performance Management in the Health Services Research Practice group of American Institutes for Research. In this capacity, he has provided research and analytic support and technical assistance to federal, state, and local substance abuse agencies, mental health service agencies, and Medicare service assistance agencies. Dr. Nalty currently serves as a key point of contact for states and agencies for data and reporting issues for the SHIP NPR. Dr. Nalty is a specialist in the management and analysis of health and consumer service research, including service effectiveness, service outcomes, and preferred practices in service delivery. Dr. Nalty has been actively involved in promoting the policy implications of behavioral health and Medicare research, including legislative and executive briefings, technical assistance, and participation and coordination of expert panels at the state and federal levels.

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