Speaker Bio’s

KEY NOTE Speaker:         Kay Frances

Motivational Humorist and Author, Kay Frances MBA, has shared her message to “lighten up, stress less and take care of ourselves” in 49 states and Canada for over 30 years. She holds a Master’s Degree in Business Administration, a degree in Health and Education and a 4th degree black belt in karate. She was also a family caregiver for 7 years.

Kay is the author of “The Funny Thing about Stress; A Seriously Humorous Guide to a Happier Life.”

When it comes to humor, Kay is the “real deal” having performed as a professional standup comedian for many years and appearing on a number of national television and radio programs including Lifetime Cable’s “Girls Night Out” and NBC’s “America’s Funniest People”. She also lived and performed in New York City where she appeared at the nation’s top comedy clubs such as “The Improvisation” and “Catch a Rising Star.”

Kay Frances combines her years of standup comedy, her education and her passion for her message to offer a unique skill set not often found in one speaker. When it comes to managing stress, Kay learned the hard way by engaging in every unhealthy habit known to man. It was a long, winding, hilarious road back to sanity and good health and Kay generously shares what she learned along the way. It’s clean, relatable humor-with-a-message at its funniest! Your stress level will thank you!

Dennis Wichern

Dennis Wichern is a partner in Prescription Drug Consulting LLC, where he focuses his efforts on risk mitigation and compliance initiatives to protect healthcare organizations and providers nationwide. His experience includes 30 years of public service as a DEA Special Agent retiring in 2018 as the Special Agent in Charge of the Chicago Field Division where he directed all criminal enforcement and diversion control operations in the states of Illinois, Indiana, Wisconsin, Minnesota and North Dakota with a team of approximately 550 employees.
Dennis is a recognized expert on the dangers of heroin and the prescription drug epidemic and routinely speaks to healthcare organizations and providers to identify methods to better safeguard their practices and reduce the professional and operational risks emanating from these threats. Dennis was the first to develop CME and CLE programs addressing MAT and pain prescribing safeguards, federal regulatory and DEA compliance, credentialing and drug destruction.

Dennis has been a guest lecturer on medical prescriber safeguards to medical students, residents, prescribers and medical staff specialists at Northwestern University Feinberg School of Medicine, Chicago, IL; Illinois Surgical Quality Improvement Collaborative , Chicago, IL; Southern Illinois University School of Medicine, Springfield, IL; Indiana University School of Medicine, Indianapolis, IN; Marian University College of Osteopathic Medicine, Indianapolis, IN; Rosalind Franklin University of Medicine and Science, Chicago, IL; Swedish American Hospital, Rockford, IL; Community Hospital, Indianapolis, IN; St. Vincent Hospital, Indianapolis, IN, Floyd Memorial Hospital and Health Services, New Albany, IN; Decatur County Memorial Hospital, Greensburg, IN; University of Illinois College of Dentistry, Chicago, IL; Southern Illinois University School of Dental Medicine, Edwardsville, IL; Vizient and the Kentucky Association of Medical Staff Specialists. Dennis has also lectured with the American Bar Association Health Law Section; the American Health Lawyers Association; Indiana University McKinney Law School, and at the DEA Training Center in Quantico, VA.

Prior to his transfer to Chicago in 2014, Dennis oversaw state-wide DEA criminal and diversion control operations in Indiana where he observed first-hand the deadly effects resulting from prescription drug abuse. It was during this period that Dennis initiated partnerships with the medical community to safeguard and enhance their practices from the risks associated with prescription drugs. Dennis is an energetic and entertaining speaker that can give you the tools to safeguard your organization for years to come.

Contact: Dennis.Wichern@prescriptiondrugconsulting.com or direct at 312-859-2430

Jon Burroughs, MD, MBA, FACHE, FAAPL

Jon Burroughs, MD, MBA, FACHE, FAAPL is President and CEO of The Burroughs Healthcare Consulting Network, Inc. and works with some of the nation’s top healthcare organizations to provide ‘best practice’ solutions and training in the areas of governance, physician–hospital alignment strategies, credentialing, privileging, peer review and performance improvement/patient safety, strategic planning, physician performance and behavior management, as well as ways in which physicians and management can work together in new ways to solve quality, safety, operational, and financial challenges through the creation of population health programs and clinically integrated networks.

Dr. Burroughs serves on the national faculty of the American College of Healthcare Executives and the American Association for Physician Leadership, where he has been consistently rated as one of their top speakers and educators. In 2014, he and Dr. David Nash were awarded a development grant by the American College of Healthcare Executives (ACHE) to develop a twelve hour national program to address population health and the disruptive innovative business models necessary to support it. He developed a two day advanced physician leadership program for AAPL which was introduced at the Fall Institute in Arizona in November, 2016. In 2016, he, John Byrnes, MD, and Richard Priore ScD, FACHE were awarded a national development grant by the American College of Healthcare Executives (ACHE) to develop a twelve-hour national program to address C suite collaboration with physicians and the link between quality, safety, and service outcomes with financial performance. In 2017, he and Rich Priore ScD, FACHE introduced a new national program for ACHE entitled “Monetizing Quality in a Pay for Value World” that was introduced in Orlando, Florida in December, 2017. He is the author or coauthor of the following books: Redesign the Medical Staff Model-A Collaborative Approach (published by Health Administration Press, January, 2015 and honored with the 2016 James A. Hamilton Award for outstanding healthcare management book), The Complete Guide to FPPE (2012), Medical Staff Leadership Essentials (2011), Engage and Align the Medical Staff and Hospital Management: Expert Strategies and Field Tested Tools (2010), A Practical Guide to Managing Disruptive and Impaired Physicians (2010), The Top 40 Medical Staff Policies and Procedures, Fourth Edition (2010), Emergency Department On-Call Strategies: Solutions for Physician-Hospital Alignment (2009), and Peer Review Best Practices: Case Studies and Lessons Learned (2008). His next book “Essential Operating Components of High Performing Healthcare Enterprises” will be released by Health Administration Press in 2018.

Dr. Burroughs is a former Senior Consultant and Director of Education Services for The Greeley Company where he was rated as one of their top healthcare consultants and educators over an eight year period. He is also a past medical staff president, past president of the New Hampshire chapter of the American College of Emergency Physicians, and served as an emergency department medical director. As a member of the governing board of Memorial Hospital in New Hampshire, he chaired the ethics, succession planning, and bylaws committees and sat on the joint conference, strategic planning, and medical executive committees. He previously served as a member of the clinical faculty of Dartmouth Medical School, where his research interests included introducing EMT defibrillation and automatic defibrillation into the field.

Dr. Burroughs’ passion for the outdoors has led him to serve as a physician on mountaineering expeditions and he has reached the summits of over 5,000 peaks throughout North America, South America, Europe, Africa, Asia and he is the coeditor of the 26th edition of the White Mountain Guide and the first edition of the Southern New Hampshire Trail Guide. He was the first person to hike and log all 2,000 + miles of maintained trails in the State of New Hampshire.

Dr. Burroughs received his bachelor’s degree at Johns Hopkins University, his MD from Case Western Reserve University, and a healthcare MBA with honors at the Isenberg School of Management. He is a certified healthcare and physician executive and is a fellow of the American College of Healthcare Executives where he was recently honored with a service award and the American Association for Physician Leadership.

Jerry Bridge, Advocating for Healthcare Everywhere

Jerry Bridge is a nationally recognized motivational speaker, educator and author to the healthcare industry. Over the past 25 years Jerry has presented his programs for more than 250,000 clinicians, caregivers, executives and administrative staff.

Jerry is well known for delivering inspiring, engaging, entertaining keynotes and content rich workshops designed to transform productivity, reduce stress and increase well-being.

Jerry’s book, Who Cares? The Give and Take of Family Caregiving has been widely recognized by healthcare professionals as an inspiring, uplifting memoir for anyone with a family caregiving challenge or story.

Jerry has travelled the world running marathons, raising money and resources for ending hunger. A  baby boomer from Baltimore, he’s  never lost his fondness for his hometown teams, blue crabs and Maryland hospitality. He is a drummer, knows his way around a kitchen, and has performed standup at the world famous Comedy Store.

Above all else, Jerry’s passion is to support and empower caregivers everywhere, while having lots of fun in the process!

Southern Belles and Beau: A Speaker Bureau dedicated to providing professional development and healthcare industry education across the credentialing continuum.

John Pastrano, BBA, CPMSM, CPCS

John Pastrano, BBA, CPMSM, CPCS, is the Director – Centralized Verification Organization for Tenet Healthcare located in Dallas, Texas with oversight credentialing responsibilities for pre-applications and applications with hospitals within the Texas Region. He previously was the Administrative Director of Medical Staff for 2 Dallas area hospitals with responsibilities including oversight of medical staff affairs, processing pre-applications, initial and reappointment applications and Focused Professional Practice Evaluations (FPPE) and Ongoing Professional Practice Evaluations (OPPE).
John, a native Houstonian, holds a Bachelor’s Degree in Business Administration from the University of Houston. John’s 25 years of credentialing experience has been in both the hospital and managed care settings. John has also been an Intermittent Consultant for Joint Commission Resources.
John was the first elected male President for NAMSS in 2014 and continues to serve as a NAMSS Alternate Representative to The Joint Commission’s Professional and Technical Advisory Committee (PTAC) and a NAMSS Instructor.


Donna Goestenkors, CPMSM

“Meet the Medical Staff Services Webinar Queen, Donna Goestenkors! She is an industry leader, an accomplished author, an MSP champion, and a trusted consultant. With over 42 years of industry experience, Donna keeps her finger on the pulse of the latest industry trends, serving as a past NAMSS president and as part of NAMSS’s current instructor faculty. She shares her knowledge and experiences with colleagues nationwide and empowers MSPs, Medical Staff Leaders and healthcare administrators with her stories, which she weaves with her special touch of knowledge, compassion, humor, and respect.”


Erin Muellenberg

Erin Muellenberg brings a strong skillset to her exclusive practice of Medical Staff law. Having been a Director of Medical Staff Services in a large community-based hospital she is intimately familiar with the daily operations of the Medical Staff Organization and its governance process. Her practice covers advising hospitals, health systems, critical access hospitals, ambulatory surgery centers, and medical groups on the regulatory, compliance and practical requirements for interfacing the medical staff and allied health professional staff with hospital operations.

Erin’s representative work includes:

  • Development of model bylaws and a fair hearing plan for a large hospital system that includes mediation, arbitration and dedicated hearing panels;
  • Litigation multiple medical staff hearings, governing board appellate hearings and associated writs of mandamus;
  • Development and assisted with implementation of individual provider remediation plans;
  • Advise and assist with management and self-disclosure of medical staff compliance matters;
  • Support and strengthen Well-Being Committee processes;
  • Assist and advise on combining separate facility medical staffs;
  • Code of conduct, general and department specific rules and regulations, and policies and procedure development, review and revision;
  • Develop and advise on processes for strengthening credentialing, peer review and information sharing;
  • Managing and advising on disciplinary processes for employed providers;
  • Development of general and facility specific medical staff leadership and orientation programs.

Erin has written and lectured on a variety of health law topics, including credentialing, peer review, compliance, provider health and well-being, risk management, and the medical staff fair hearing process. She is a member of the California and National Association of Medical Staff Services, the California Society of Healthcare Attorneys and the American Health Lawyers Association.



In his role as Associate Vice President, Perioperative Portfolio for Providence St. Joseph Health, Dr. Jimmy Chung is responsible for system-wide collaborative development and integration of perioperative best practice and processes, working with physicians and operational stakeholders across the 51-hospital system. Dr. Chung is also responsible for clinical value analysis of perioperative products and devices, and has integrated physician leadership into developing strategic plans for system-wide supply chain standardization initiatives, using physician-specific cost and quality data analytics. He has spoken at numerous conferences around the country as an expert on development of physician leadership in optimizing the cost, quality, and outcomes of healthcare.

Dr. Chung received his MD at UC San Diego and completed his surgery residency at University of Washington. He completed his MBA at the Isenberg School of Management, University of Massachusetts at Amherst. He serves on the Steering Committee of the American Society of Anesthesiologists’ Perioperative Surgical Home Learning Collaborative. He chairs the Conference Education Committee of the Association for Healthcare Resource & Materials Management (AHRMM) and has served on its Board of Director for three years. He is a Panel Chair for the Washington Medical Commission and serves on several committees for the Society of American Gastrointestinal and Endoscopic Surgeons (SAGES). He practiced general and vascular surgery in Santa Cruz, California for 13 years before joining Providence Health & Services in 2013 and continues to practice surgery part-time. He has previously served as Chief of Staff at Dominican Santa Cruz Hospital, Board member of the California Medical Association, and President of the Santa Cruz County Medical Society. He is Board Certified in Surgery and Health Care Quality Management, and is a fellow of the American College of Surgeons and a fellow of the American Board of Quality Assurance and Utilization Review Physicians.


Esther Miller, DrugFreeBusiness

I have spent over 30 years in the health and safety industry working with employers to help set up their pre-hire health and safety protocols, background screening and drug test protocols.  Drug Free Business, a non-profit business has extensive experience in developing drug and alcohol testing policies and programs for all types of employers (industrial, healthcare, construction) since 1998. Our specialty in healthcare is Medical Review Officer services, DOT random selection programs and “reasonable cause” training for the employer.


Heidi J. Martinez, CPCS

I am an extroverted idealist. I enjoy working with a diverse team, who interest and inspire me. I am team oriented and build off the energy of others with my contagious enthusiasm. Challenges are important ingredients for my professional motivation. My strengths include: creating solutions, discovering new methods and opportunities, conceptualizing new ideas and leading change. My vision is to spread my passion to empower new leader volunteers.


National Association Medical Staff Services

  • Task Force Committee Volunteer 2019

Washington Association Medical Staff Services

  • Strategic Planning Chair 2018 – 2020
  • Conference Planning Chair 2018
  • President-Elect/President/Past-President 2016 – 2018
  • Nominating Chair 2017
  • Membership Chair 2016

Eastern Chapter – Washington Association Medical Staff Services

  • President 2014 – 2015
  • Secretary/Treasurer 2009 – 2013


 Central Washington Family Medicine Residency Program (2011 – Current)

  • Program Credentialing and Records Technician

Yakima Regional Medical & Cardiac Center (2008 – 2011)

  • Medical Staff Services Credentialing Coordinator

Yakima Valley Farm Workers Clinic (2003 – 2008)

  • Credentialing Specialist
  • Chronic Care Database Specialist


Steven Canale, CPCS, CPMSM

Steven started his career as a Medical Services Professional in 1995 working for a medical group in Southern California, then moved to hospital work at Adventist Health Simi Valley in 1997. After a short stint working for health plans, he returned to hospital work at Hollywood Presbyterian Medical Center in 2002. Since then he has worked continuously in hospitals and hospital systems in the greater Los Angeles area and the Palm Springs area, including Eisenhower Medical Center in Rancho Mirage and Avanti Health in Los Angeles, where he managed the Medical Staff Services department for 3 of their 4 hospitals. He received his CPCS certification in 2004 and his CPMSM in 2005.

Steven began volunteering for NAMSS in 2014 when he accepted a position on the Leadership Development Task Force, helping to develop the Leadership Certificate Program and the NAMSS Fellow Designation criteria. During his time with the Task Force he was published in Synergy Magazine. From 2015 through 2017 he worked with the Certification Commission of NAMSS participating in exam assembly, content writing, and as a member of the CCN Nominating Committee. In late 2017 he was elected to the NAMSS Board of Directors as a Director-at-Large for the Western Region for 2018 through 2020, serving the states of Washington, Oregon, California, Nevada, and Hawaii.

Steven is currently the Medical Staff Director for Adventist Health Saint Helena and Adventist Health Vallejo. He lives in north Napa County where he enjoys cycling, wine, and online gaming in his spare time. He has three daughters and seven grandchildren.


Christine S. “Cris” Mobley, CPMSM, CPCS

President, C Mobley & Associates, LLC

Owner, Co-Founder, Edge-U-Cate, LLC

Christine Mobley is a consultant, author, professional speaker, and educator, specializing in risk assessment, program development, project management, and redesign in areas of credentialing services, privileging, medical staff governance, accreditation compliance, and personnel staffing with over 35 years’ combined experience in consulting & education and previously in hospital medical staff services employed positions.

Her company’s services involve working with hospitals, healthcare systems, managed care and credentialing verification organizations in the following related areas:

  • Assessment and/or development of medical staff office systems that support the medical staff governance structure and its organization including credentialing and privileging, meeting management, review and development of bylaws, rules, policy manuals and/or other governance documents, integration with quality management/improvement functions, and assistance with software selection – including action plans/implementations and start ups for new organizations
  • Assessment of credentialing systems, policies, procedures for MCOs, CVOs
  • Development/implementation of credentialing centralization systems
  • Assessment for and assistance with accreditation-regulatory compliance and survey preparation, corrective action plan development and implementation (TJC, HFAP, CMS, DNV, and NCQA)
  • Development of allied health credentialing program/documents/forms
  • Performance of staffing analysis for credentialing and medical staff office personnel
  • Provision of long term contract management as well as transition management during personnel vacancy or for special projects, utilizing sub-contractors when necessary
  • Assistance to organizations for recruitment, interviews and training of new personnel
  • Expert witness for medical staff organization related areas

Christine’s Credentials/Professional Affiliations include:

  • Current certification as Certified Professional Medical Services Management (CPMSM) since 1982 and Certified Provider Credentialing Specialist (CPCS) since 1996
  • Current member, National Association Medical Staff Services (NAMSS), California & Colorado Associations Medical Staff Services, NAMSS Board of Directors: 1995-1998

(NAMSS President – 1996/1997) and 1984-1988 (Western Region Representative),

CAMSS (CO) Board 1981-1984 (President – 1983)

  • Active Member, National Credentialing Forum (national, credentialing roundtable), previous Facilitator

In addition to consulting, her Professional Activities encompass:

  • Co-founder of EDGE-U-CATE, a national company providing healthcare educational resources on the cutting edge including seminars, speakers’ bureau, webinars, credentialing school, and more
  • Co-developer, manager and faculty for Edge-U-Cate’s Credentialing School
  • NCQA team surveyor for CVO certification (1996-2013); 3-6 surveys/year
  • Published author/editor for Aspen Publications, Inc. Medical Staff Management Forms, Policies and Procedures for Health Care Providers (1995 with annual updates) and The Credentialing Handbook (1999)); HCPro, Inc.- Privileging for new Procedures & Technology (2012) (co-authored with Jack Cox, M.D.); and Overcoming Contemporary Credentialing Challenges (2017) co-authored with Christina Giles and Maggie Palmer)
  • NAMSS-Synergy Article of the Year Award – 2002 “Who Said Management Was Easy
  • NAMSS representative as alternate on JCAHO’s HAP-PTAC (for hospitals) ‘96-‘99
  • Current and previous advisory board member and contributor to multiple, healthcare publications
  • Faculty member for NAMSS since 1989 for certification & professional development workshops
  • Frequently requested speaker at national and state seminars/workshops, AMA-OMSS, & webinars
  • Co-author/Author of the NAMSS Guidebook on Credentialing-Initial Appointment and author of NAMSS Guidebook on Development of Policies and Procedures Manual for Medical Staff Services
  • Previous instructor, Arapahoe Community College, Denver, CO for medical staff services curriculum 2018