TeleCon19 keynotes & client presenters


Check back often to learn more about client presenters at this year’s TeleCon. 

Keynote Presenters

Mark Britnell, Keynote

Global Chairman & Senior Partner, KPMG International


As the Global Chairman & Senior Partner for Healthcare, Government & Infrastructure at KPMG International, Mark oversees revenues of $6 billion supporting 40,000 staff across 157 countries.

He is one of the foremost global experts on healthcare systems and has a pioneering and inspiring global vision for health in both the developed and developing world. Mark has dedicated his entire professional life to healthcare and has led organisations at local, regional, national and global levels – provider and payer, public and private. Over the past 9 years, he has worked in 77 countries on circa. 300 occasions, gaining a unique first-hand experience.

Mark was appointed Chief Executive of University Hospitals Birmingham in 2000. He masterminded the largest new hospital build in NHS history, established the Royal Centre for Defence Medicine and developed one of the highest performing healthcare organisations in the UK.

He went on to run the NHS region from Oxford to the Isle of Wight before joining the NHS Management Board as a Director-General at the Department of Health, where he developed High Quality Care for All with Lord Darzi. He joined KPMG as Global Chairman and Senior Partner for Health in 2009 and has established a successful worldwide health practice.

Between 2014 and 2018, Mark sat as a member of the Global Agenda Council on the Future of the Health Sector for the World Economic Forum and sits on the Advisory Board of the China Center for Health Development at Peking University. He is also an Honorary Professor at Taishan Medical University School, Shandong Province and holds honorary doctorates from Birmingham City University and the University of Wolverhampton.

Mark is the author of “In Search of the Perfect Health System”, published by Palgrave Macmillian. The book has sold in over 109 countries, including translations into Mandarin, Korean and Portuguese, and was recognised by Chinese Medical Doctors Association as best health book in China in 2017, and in the UK by the British Medical Association, 2016. Mark’s new book, “Human: solving the global workforce crisis in healthcare” is published by Oxford University Press in March 2019.

Mark has been a Non-Executive Director at Dr Foster, a trustee of the British Pregnancy Advisory Service and a Board member of Prostate Cancer UK. He survived prostate cancer at the age of 42 and has donated all royalties from the sale of this book to Prostate Cancer UK.

Dr. Charlotte Refsum, Keynote

Global Executive, KPMG International


Dr. Charlotte Refsum is a Global Healthcare Executive at KPMG International. In 2018, she worked with KPMG’s Global Chairman for Health, Government and Infrastructure, Dr. Mark Britnell, to research and draft his new book, “Human: solving the global workforce crisis in healthcare.” This year, she has been launching the book in key global markets and working with country practices to develop KPMG’s propositions for workforce in healthcare.

Last year, Dr. Refsum worked as the Lead for Evidence and Research at Nursing Now – a campaign partnered with the World Health Organisation (WHO) and the International Council of Nurses (ICN) to raise the status and profile of nursing worldwide. In this role she published a report jointly with Lord Nigel Crisp (former Chief Executive of the NHS) and Professor Sharon Brownie (Aga Khan University) on the contribution of nursing to Universal Health Coverage, which was presented at the World Innovation Summit for Health (WISH) in Qatar and forwarded by Dr Tedros Adhanom Ghebreyesus, Director General of the WHO.

In 2017, Dr. Refsum worked at the UK House of Commons as a Committee Specialist for the Health and Social Care Committee and in the same year, spent time at NHS England with Professor Sir Bruce Keogh as a National Medical Director’s Clinical Fellow. During this time, Dr. Refsum jointly published a BMJ paper looking at the evidence to support the economic benefits of social prescribing and worked with the University of York’s Centre for Health Economics to produce a paper evaluating the economic cost of sepsis.

Dr. Refsum qualified as a doctor in 2009 and specialised in Family medicine with special interests in Women’s and Child Health. Prior to qualifying as a clinician she also completed a Masters in Economics at the University of Edinburgh, Scotland.


Client Presenters

Carilion Clinic | Roanoke, VA

Melanie Morris, RN, MSN, CMTE

Senior Director-Transfer and Communications Center and Emergency Department


Melanie is the Senior Director for Emergency Services at Carilion Clinic in Roanoke, Virginia. She currently serves as the administrative leader for Carilion’s Transfer and Communications Center (CTaC). This centralized hospital operations center includes the health system’s transfer and bed management, transport dispatch, EVS dispatch, and emergency management integration (including interim role as Emergency Manager for the health system). Melanie has presented at both national and international levels on the subject of hospital throughput and flow, as well as emergency management.

Prior to her current role, Melanie was the Business Development Manager for Carilion Clinic Patient Transportation (CCPT) and Carilion Clinic Life-Guard. Melanie’s clinical background includes 25 years of nursing experience (ICU, ED, and flight nursing) as well as 30 years of pre-hospital EMS experience. She has also served as a volunteer staff nurse for the VA-1 DMAT (Disaster Medical Assistance Team) since 2007.

Session: Considerations before Investing in & Designing a Health System Command Center

Health First | Melbourne, FL

Linda Castelli

Supervisor, Centralized Patient Logistics


Linda joined Health First in 1998 as a Registration Counselor at Holmes Regional Medical Center. Linda was promoted to Bed Control Lead in September 1999. Bed Control and the Transfer Center were combined in May of 2007, and she was awarded the new position of Supervisor, Patient Logistics. Patient Logistics was centralized in 2009 and is responsible for patient placement at all four hospitals in the Health First IDN. The Patient Logistics Center was relocated to the Health First corporate location in January of 2010. Linda was involved with planning the Health First Transfer Access Center to include all aspects of transferring patients within our system as well as to and from outside facilities/systems. This includes adding a Centralized Registration team to support the TAC as well as all centralized registration functions.

Session: Achieving Positive Patient Flow Outcomes by Creating a Capacity Command Center

Luann Tirelli, RN, MHA, MSN, CCRN-E, NHCE

Director, VitalWatch eICU Operations


Luann is a multitalented Registered Nurse with 37 years of critical care experience, 35 of which have included administrative, teaching, and leadership responsibilities. Ms. Tirelli is currently working at Health First in Brevard County Florida as the Director of Operations for the VitalWatch eICU® having previously been employed at New York Presbyterian Medical Center for over 20 years.

Luann has had extensive experience with the provision of telemedicine services as well as academic involvement in continuing education having written, developed, and lectured for institution and online continuing education.  Her current experience in telehealth operations include multi-factorial assessment, planning, leadership, and direction of tele-ICU services while enhancing cohesive critical care management throughout Health First. Additional responsibilities have included involvement with stewardship initiatives, quality improvement, and hospital information systems in addition to research and data analysis.

Session: Achieving Positive Patient Flow Outcomes by Creating a Capacity Command Center

Kettering Health Network | Dayton, OH

Jodie Cremeans

Director of Network Operations Command Center


Jodie Cremeans, Director of Network Operations Command Center [NOCC] is a healthcare professional with more than 10 years of management and leadership experience and 20 + years of healthcare experience. She played a key role as a member of a leadership team who collaborated to create the largest hospital based private ambulance partnership in the state of Ohio and implemented a Health System Command Center. Currently, Jodi is responsible for the movement and placement of 20,000 patients monthly, serving eight hospitals and 12 emergency centers. She also has oversight of a 24/7 RN staffed hotline and is responsible for the relationships and collaboration on the command center floor between Kettering Mobile Care and NOCC RN’s. Jodie holds a Bachelor of Science Nursing from Indiana Wesleyan University and an Associate Degree Science Nursing from Sinclair Community College.

Session: 12 Month Lookback on the Command Center Journey


Vice President, Network Emergency, Trauma, and Operations Command Center Kettering Health Network


John Weimer is Vice President of Network Emergency, Trauma and the Operations Command Center for Kettering Health Network, a faith-based, nonprofit health system that includes eight hospitals, 12 emergency departments and 120 outpatient facilities serving southwest Ohio.

John’s other responsibilities include oversite of Pre-Hospital Emergency Services, Ground/Air Transportation, Disaster/Emergency Management and new build/design up to first patient day. John is currently working towards first patient day for Kettering Health Network’s new hospital in Troy, which is scheduled to open in the summer of 2019. John performed a similar role with Kettering Health Network’s for a new medical complex in Middletown, which opened in August 2018 and has another site in Piqua under development.

Throughout his more than 20-year healthcare career, John has served with a focus on positive impact, with a passion for transformational leadership, and as a champion for clinical excellence.

Prior to joining Kettering Health Network, John worked in healthcare organizations throughout Ohio and Los Angeles California in various leadership and clinical positions.

John is a graduate of Wright State University with a Bachelor of Science degree in Nursing and a Master of Science degree in Nursing Administration and Healthcare Systems. He holds a Master’s Certificate in Leadership and Executive Development from the University of Dayton.

Session: 12 Month Lookback on the Command Center Journey

Nick Squillace

Manager, Kettering Health Network Operations Command Center


Session: 12 Month Lookback on the Command Center Journey

Northwell Health – North Shore University Hospital | NY

Jennifer Marchese

Associate Director, Patient Logistics


Jennifer Marchese is the Associate Director of Patient Logistics at Staten Island University Hospital, which includes Bed Management, Patient Logistics, and Transport Services.  Since joining SIUH in 2006, Jennifer has advanced to positions of increased responsibility, giving her a broad perspective of hospital operations.  During her tenure, Jennifer was instrumental in assisting with the implementation of several initiatives to improve patient throughput and the patient experience.  She continues to demonstrate her ability to affect change evidenced by many process improvement initiatives she led.  As a leader in Staten Island, she continues to branch out to gain best practices and shares them as well with other sites in the healthcare system.

Session: Panel Discussion- A Showcase of Clinical Outcomes Driven by a True Team Approach at Northwell Health

Maude Martocci

Sr. Director of Patient Access & Patient Flow


Maude Martocci, RN has held the position of Senior Director, Patient Logistics at North Shore University Hospital from 2016 to the present.  Prior to that she was the Senior Director of Patient Flow and Access Services from 2011-2016, the Director of Care Coordination, Bed Management from 1997 – 2011, Coordinator of the Department of Surgery, 1991-1997, Head Nurse, Surgical ICU, 1981 – 1991, Assistant Head Nurse, SICU 1978-1981 and Registered Nurse SICU, 1975 – 1978.

Most of her professional career has focused on patient flow and collaborating with many disciplines in the hospital, such as physicians and other providers, RNs, Case Management, Patient Transport and Environmental Services to name a few.

Maude collaborated and led Six Sigma Patient Flow processes as a certified Black Belt. Most recent was the Spine Surgery length of stay.  Northwell Health System yearly asks leaders and employees to participate in the President’s Award.  In 2011, she was a runner up in the Patient Flow from Emergency Department to Inpatient Unit team.  In 2014, the Patient Logistics Team came in first place for the team award.  Most recently in 2019, she was a member of the ECMO to Go Team, which won the Ambulatory Care Presidents Award.

Her interests are golf, travel and spending time with her grandchildren.

Session: Panel Discussion- A Showcase of Clinical Outcomes Driven by a True Team Approach at Northwell Health

Michael Recupero, RN, MSN




Session: Panel Discussion- A Showcase of Clinical Outcomes Driven by a True Team Approach at Northwell Health

Oliver Perez, MBA

Director of Support Services


Oliver recently received his promotion to Director of Support Services in February of this year.  Prior to that, he was the Assistant Director of Support Services at North Shore University Hospital since 2014.  He has been responsible for overseeing and assisting in the daily operations of support services including, but not limited to, patient transport services, laundry & linen services, communications department, food services and environmental services (service line of 600+ employees). Overseeing/ monitoring a $5 million budget for multiple departments and service contracts exceeding $2 million.  Involved in reducing personnel in a service line without any layoffs and increasing efficiency by 90% by reducing phone call request, creating metrics and mentoring staff members and leaders for succession planning. Tier 1, highest leader (press ganey employee engagement ranking) able to efficiently & effectively help a Tier 3 department become Tier 1 in a year of operating the department. Responsible for the formation and creation and implementation of a Value Analysis Team (VAT) within the Health System/organization.  Active member and influencer with the patient throughput committee.

Session: Panel Discussion- A Showcase of Clinical Outcomes Driven by a True Team Approach at Northwell Health

William Folk

ADN - Patient Logistics


William Folk has been part of the Northwell Health System since 2006.  His career started as a Mental Health Worker at Zucker Hillside.  After obtaining a BSN from Stony Brook University in 2010, William has gained valuable inpatient nursing experience at North Shore University Hospital and Huntington Hospital.  At Huntington Hospital, William entered nursing leadership.  He has management and expertise in managing inpatient telemetry.  Since 2017, William has become an Assistant Director of Nursing in charge of the Patient Logistics department and manages a team of Holding Nurses out of the Emergency Department for Huntington Hospital.  The inpatient experience and dedication to process improvement has allowed William to flourish in this role.  William has embraced the partnership with TeleTracking by supporting Best Practices starting in 2018. 

Session: Panel Discussion- A Showcase of Clinical Outcomes Driven by a True Team Approach at Northwell Health

University of Louisville Hospital | Louisville, KY

Chris Burchett

Director of Capacity


Chris Burchett is the Director of Capacity Management at the University of Louisville Hospital, the only Level 1 trauma hospital in the region. He focuses on access, bed management, and throughput for the organization. Chris graduated with his Master’s of Nursing from the University of Phoenix and Bachelor’s of Business from Sullivan University. Chris is married to his wife Tracie and has 3 small children Grayson, Raelyn, and Lakyn.

Session: Utilizing Technology to Impact Length of Stay

Jennifer Frazier, MSN, RN, PCCN

Nurse Manager


Jennifer Frazier has been a registered nurse since 2009. She graduated with her Master of Science in Nursing from McKendree University and her Bachelor of Science in Nursing from Indiana University Southeast. She obtained her Progressive Care Nursing certification in 2014. Jennifer is the clinical manager of the Central Monitoring, Patient Observation Assistant, Orthopedic Technician, and Transport departments at University of Louisville Hospital. Although she has multiple departments, her primary focus over the past year has been to meet transport best practice standards, increase inpatient discharge compliance, and write transport policies to support hospital wide efforts to improve patient flow. Jennifer resides in Louisville, Kentucky with her two children, Kye and Kellum.

Session: Utilizing Technology to Impact Length of Stay

Lisa Lewis

System Administrator


Lisa has worked at the University of Louisville Hospital for 7 years; she began the role as system administrator for TeleTracking 1 year ago when U of L began their transition away from KyOne Health CHI. She worked in the ED as a tech, Unit Coordinator, and scheduler in her previous role and had little experience with TeleTracking, but has quickly navigated the position and has succeeded in developing the use of TeleTracking in the daily workflow of hospital staff.

Session: Utilizing Technology to Impact Length of Stay

VCU Health | Richmond, VA

Dale Wright

Nurse Clinician


Dale has been in healthcare for the past 15 years and has always had an affinity for patient throughput. She received her TeleTracking administrator certification in 2013. Since then, she has enjoyed bridging the functionality of the application with the workflow at the bedside, creating meaningful connection between the end user and technology.

Session: Vehicles for Communication

Washington Regional Medical Center | Fayetteville, AR

Heather Beauford

ED Operations Manager


Heather has been employed with Washington Regional since 2013 and began working with TeleTracking during the design phase in 2016.

As operations manager of the Emergency Department, she has a primary focus of patient throughput and identifying barriers that impede access to patient care.
She has been a nurse for 14 years and is actively perusing her MSN in nursing leadership, with plans to graduate this fall.  She has been an active member of the education process to ensure new employees have an understanding of the TeleTracking system and understand the benefits associated with proper usage.  She is very passionate about TeleTracking and believes that her organizational transformation is directly related to the benefits observed through TeleTracking outcomes and Best Practices.

Session: Transforming Patient Throughput Through Daily Leadership Huddles