Our Administrative Team
Bonnie Geld, MSW
President and CEO of The Center for Case Management
Bonnie Geld, MSW is President and CEO of The Center for Case Management and, brings over 20 years of experience in the area of Case Management with a focus on the design of longitudinal case management programs, strategic design and development of transition programs, process improvement, team building, and successful integration of social work and RN roles.
She has been the System Director for Case Management Services for a five-hospital system in Western Massachusetts, Director of Care Management in Minneapolis and Houston, and has developed and implemented successful Care Management programs in other states, both in Large Adult Systems in Oklahoma and Children’s Health Systems in Texas. She has launched a variety of educational programs and workshops on promoting lean actions, team interventions, rapid-cycle assessments, and integrated care planning.
Melissa Ward, RN, BSN, MSN
Director of Clinical Services
Melissa Ward, RN, BSN, MSN, Director of Clinical Operations, has held numerous clinical and leadership roles over the course of her 20+ year career; dedicating the last five years as a healthcare consultant and interim leader. Melissa has lectured locally and nationally on a range of care coordination and program management topics, publishing papers and receiving national recognition and awards for her work developing innovative programs.
Melissa holds an undergraduate in nursing and a master’s in nursing administration from Benedictine University. In her spare time, Melissa enjoys a good sunny beach, traveling and spending time with her family.
Sue Wilson Hall
Executive Director of Operations
Sue Wilson Hall is the Executive Director of Operations and has over 30 years of experience in the healthcare field. Responsible for the day-to-day operations, her role ensures that operational details of all client engagements are efficiently managed while meeting on-boarding requirements to the client’s satisfaction. Her expertise in organizational performance and attention to detail is exceptional and supports The Center for Case Management’s interim’s, clients, and staff. Sue has professional relationship-building qualities that support all relationships under her direction.
She served as the Executive Director of CMAC (The Case Management Administrator Certification) from 2001-2018. In her spare time, she is actively involved with helping women in recovery and resides outside of Boston with her husband.
Thomas Higgins, MD, MBA, FACP, MCCM
Chief Medical Officer
Thomas Higgins, MD, MBA, FACP, MCCM, Chief Medical Officer, graduated from Boston University School of Medicine, trained at the Cleveland Clinic and Massachusetts General Hospital, and is Professor of Medicine and Anesthesiology at UMass-Baystate. His career includes primary care in rural North Carolina, urban emergency medicine, directing intensive care at Cleveland Clinic and Baystate Medical Center (BMC), medical informatics, interim chair and Vice-Chairman of Medicine at BMC, and interim president/CEO at Baystate Franklin Medical Center (BFMC).
From 2015 to 2017, he was Chief Medical Officer at BFMC in Greenfield, MA and Baystate Noble Hospital (BNH) in Westfield, MA. His interests include severity-of-illness scoring, electronic medical records, population health management, and process improvement. Dr. Higgins has co-authored two textbooks, two history books, and over 180 peer-reviewed publications, including the widely cited Mortality Probability Model (MPM0-III).
Jeffrey Echternach, MBA, AS, NRP, DSC
Jeffrey Echternach, MBA, AS, NRP, DSC, Technology Officer, supports clients with nearly 20 years of experience in clinical systems, software, and business intelligence improvement experience. At the center of Jeff’s experience are the maturity of case management and patient flow data models, BI/Visualization, and IT systems.
Jeff is passionate about gaining insight from data, providing analysis that informs, and translating data into meaningful, actionable information. He is the founder of the Center for Case Management’s ‘CARTBoard’ Clinical Case Management Dashboard tool. He holds an MBA from Averett University, a Graduate Certificate from the Darden School of Business in human-centered design, and is certified proficient in SQL, DAX, M-Language, PowerBI, and Tableau. His experience includes work with a multi-hospital IDN, including a large Next-Gen ACO, support of a large transfer center, and the division of case management.
Additionally, Jeff is a Nationally Registered Paramedic, firefighter, and fire instructor who remains affiliated with his local department, in his community.
Laurie Malcolmson, Finance Director, joined The Center for Case Management in 2020 bringing over 25 years of professional accounting and finance experience to the company. She is responsible for the financial operations, reporting and advisory services.
When she is not busy providing accounting and finance services, Laurie enjoys spending time with her family, running and playing the piano.
Content Marketing and Project Manager
Kiandra Florence, Content Marketing and Project Manager, has over 5 years of professional experience in digital marketing and project management with expertise in social media marketing and content management. She has an educational background in journalism—holding an undergraduate and a master’s from the University of North Texas and Harvard University, respectively. With an agency background, Kiandra’s experience in managing industry-leading clients translates into all areas of marketing for The Center for Case Management.
In her spare time, Kiandra enjoys vacationing with her husband, being a foodie, and spending quality time with family and friends.
Meet Our Consultants
Center for Case Management consultants are industry leaders in case management. Our team of consultants represents the best of the best in healthcare, and are subject matter experts in all areas of case management and social work practice. The CFCM consultants team has provided care across the world, at the frontline and in leadership, with the following characteristics and qualities:
- Educating: We leave your team better positioned to be successful within the organization.
- Building Trust: Coming to you as an outsider means that we must first develop good working relationships, demonstrate our skills and build confidence in our partnership. We build value and reliability with our clients!
- Adaptability: Our consultants think fast and can let go of existing ideas to invent new solutions for our clients, with skills that are transferrable to many different scenarios.
- Observation: Our consultants take on a large amount of new information quickly to dive into the solutions and designs that your health organization needs. Our approach is to be reflective, thoughtful and detail-oriented!
- Leadership: We seek to guide your team in the direction that will ultimately improve your systems and meet your goals.
Dott Andrew DNP, RN, CCM, CPHQ
Dott Andrew DNP, RN, CCM, CPHQ is a Consulting Associate with 40 years of healthcare experience; she spent 30 years of those years in quality and case management directorships. She has experience in community hospitals and large academic medical centers—including reorganizing department roles, improving processes for patient flow, and documentation through education and training. She has advocated for improving transitions of care to reduce hospital readmission by utilizing information technology to access readmission risk and follow high-risk patients post-discharge.
Dott has a Doctorate in Nursing Science, Nurse Executive Track from the University of Texas Health Science at Houston.
Matt Boettcher, LMSW-AP, LCSW, MSSW, CMAC
Matt Boettcher has more than 30 years of leadership, teaching, and direct care roles in Case Management and Social Work. He has been system Vice President of Case Management with responsibilities for 13 hospitals, post-acute settings, and more than 40 outpatient clinics, ACO oversight for risk-based contracts, Director and Manager of Case Management in large urban hospitals, and Clinical Director for an outpatient mental health program. He has more than 20 years with the Center for Case Management and has functioned as an Interim Director, assessments of both inpatient and outpatient case management departments, mentoring, teaching, and providing educational sessions.
Matt is a frequent national speaker and quoted content expert on topics including the development of RN/MSW Case Management teams, health care strategies for uninsured/undocumented patients, and reducing the length of stay in high acuity patients. He earned his bachelor’s degree from Bethany College, a Master’s of Science in Social Work from Columbia University, and holds a Case Management Administrator Certified (CMAC).
Lyn Clark, MHA, BSN, RN
Lyn Clark, MHA, BSN, RN, has spent 20+ years in healthcare leadership roles including System Vice President of Integrated Care Management with system transfer center, Sr. Director of Care Management with Nurse Call Center. She developed and directed several successful initiatives to reduce length of stay, readmissions, and observation rates. Her experience includes inpatient, ambulatory, care management, disease management, and accountable care organization with 75,000 covered lives, handling strategic planning and upholding quality outcomes. Lyn opened three independent care clinics, implementing electronic health record and patient portal solutions. As a healthcare professional with progressive roles of responsibility and versed in assessing, and planning—Lyn brings a balance of evidence-based clinical knowledge, strong business acumen, and experience collaborating with multidisciplinary teams at the enterprise, hospital, ambulatory practice, and community levels.
Patrick Hernandez, Dr. BH, MSW, LMSW, BSS, BA
Patrick Hernandez, Dr. BH, MSW, LMSW, BSS, BA, is a passionate and dedicated high-performing analytical leader and consulting associate with experience spanning over 23 years in healthcare, behavioral health, and consulting. Before starting his own successful counseling infirm in the Southwest, Patrick successfully led and managed multiple-hospital departments by dynamic and creative leadership. He has led psychiatric hospital redesigns, utilizing executive partnering strategies while implementing core transition management analytics to drive financial discipline while improving patient clinical outcomes.
As an influential educator and communicator, Patrick provided field education for graduate students, was a speaker/educator for a leadership development institute and dedicated a decade of work towards improving the lives of stroke survivors.
Patrick earned a doctorate in behavioral health and a master’s in social work from Arizona State University, where he specialized in Clinical Psychotherapy and Direct Practice, and a Bachelor of Arts in Social Science and History from California State University Fresno.
Shawna G. Kates, MSW, MBA, CMAC
Shawna G. Kates is a Consulting Associate who brings a deep knowledge of case management processes and social work from her former positions including Corporate Director of Case Management, Social Work and Discharge Planning for several multi-hospital systems in New Jersey and Philadelphia. As an Interim Director of Case Management, Shawna’s skills in Rapid Re-design have been successfully employed by health systems in Michigan, Tennessee, and Maine.
Shawna’s expertise lies in the development of patient care delivery models, financial recovery, and case management programs, with a focus on enhancing and distinguishing the role of social work.
Jean Lefebvre, RN, CCM
Jean Lefebvre, RN, CCM has over 34 years of combined nursing and case management experience. Throughout her career, she has led teams and projects in Acute Care Case Management, Utilization Review/Management, Discharge Planning, Managed Care, Clinical Documentation Improvement, Transitions of Care and Population Health Coordination. She is process-oriented and strives to improve efficiencies and develop appropriate solutions for health systems. She has led many process improvement projects, including Emergency Room Utilization and Multidisciplinary Rounds, and has developed and implemented new programs, such as Care Management infrastructure and Outpatient Care Management staffing models.
Jean’s coaching approach is central to her leadership style, while she collaborates with health systems to advance visionary change and meet their challenging and exciting goals.
John Lincoln brings over 14 years of professional experience in data analysis and data processing with areas of expertise in scripting, web-based data flow, actionable and decision-driven visualizations, stand-alone Microsoft Office and SharePoint solutions, and streamlined process automation/flow. He’s received both a Bachelor’s and a Master’s Degree from Virginia Polytechnic Institute and State University (Virginia Tech). He has extensive experience in supporting the reporting, visualization, and automation needs of several school systems, the 2nd largest public Health Department in Virginia, and a large transfer center for a 1000+ bed hospital network. His skills and expertise are utilized in the following capacities for The Center for Case Management clients: data processing, data visualization, educational/training content, and solution design, development, and deployment.
John and his family enjoy traveling, searching beaches for sea glass and prehistoric shark teeth, and spending time with his feathered and furry pets.
Jean Maslan, RN, MHA, ACM, CCTM
Jean Maslan has over 20 years of experience leading Case Management and Clinical Services at various healthcare entities. She is well versed in training, implementation, fiscal responsibility and vision. Jean has uncompromising conduct of service excellence, which relates to patient safety, satisfaction and outcomes. She is a promoter of performance, education, satisfaction and retention. Jean is a persuasive motivator who can align department strategies with business goals. She is adept at ensuring team inclusion and engagement while effectively partnering with department leaders and clinicians to achieve common objectives.
Jean has a Master’s in Health Administration and has certifications in Case Management (ACM) and Care Coordination Transition Management (CCTM). In addition to consulting over the past 7 years, she has also held positions as Director of Care Management for an acute care not-for-profit community hospital system as well as a tertiary medical center.
Sara Molstad, MSW, LICSW
Sara Molstad, MSW, LICSW, has success and experience driving results in care management and program development, eagerly serving for more than 25 years with a focus on collaboration and staff development. She has served as Director of Care Management, Psychology, Psychiatry, Neuropsychology and Outpatient Services—directing multidisciplinary care management teams in long and short-term acute care hospitals and children’s hospitals focusing on lean processes and strategies to drive results.
Sara has a passion for contributing to the community, with a focus on public health and public service. Her work in the community earned her the Karis Humanitarian Award, an award designated by the Mayo Clinic Sponsorship Board.
Heidi Rohloff, RN, BSN, MSN, ACNP
Heidi Rohloff, RN, BSN, MSN, ACNP is a consulting associate. Her expansive clinical experience spans across the continuum of care in various clinical roles such as nurse manager for home care, Director of Care Management and Quality, clinical process engineer and nurse practitioner. She is certified as a six sigma lean green belt and has led many clinical teams with process improvement projects, both at the hospital and health system levels. Heidi works clinically as a Nurse Practitioner in Emergency Medicine with experience with ED Observation unit. She has developed and implemented numerous ED clinical protocols. Her expertise led her to do site assessments of client emergency departments with gap analysis, and action plans to monitor improvements.
Heidi holds a BSN from Madonna University, MSN from Wayne State University, and a post-graduate certificate as Acute Care Nurse Practitioner from Madonna University. She wrote her graduate dissertation on “Effects of Continuing Education on Nursing Case Management” where her work supported education for nurses to receive the skills to case manage their patients effectively and efficiently.
Peter Underwood, RN BSN, MBA CCM
Peter Underwood, RN BSN, MBA CCM, is a registered nurse with over 30 years of practice. He has worked as an effective leader for care management transformation, successfully implementing and redesigning public and private hospital care management models. Peter has a focus on information systems, model design, and staffing solutions with staffing retention. He is a leader in commercial and public health plans, launching population health initiatives and enhanced case management. He has a strong emphasis on building relationships to foster network integration of healthcare services across systems.
Peter has broad experience within the hospital, physician group practice, and health plan environments. He’s a seasoned analytic with clinical and financial assessment skills, integrating clinical performance and programs, promoting quality, and utilizing metrics to reduce health care costs.
Deborah Zeveney, RN, MS, CCM, ACM
Deborah Zeveney is a consulting associate with The Center for Case Management. With over 40 years in healthcare, and 30 years in Case Management, she has developed significant knowledge in this industry. Before joining The Center for Case Management, she served as a Director of Case Management and Clinical Documentation Improvement for the HCA West Florida Division. Earlier, she has served in a variety of roles in Case Management, Nursing, and Education in acute care and insurance settings.
Deborah graduated from the Geisinger Medical Center School of Nursing with a Diploma in Registered Nursing and from St. Joseph’s College, Maine with a BSPA in Health Administration. She earned a Master of Science in Rehabilitation Counseling from the University of Scranton.