Team

Helping clients make decisions based upon data and information is what drives Mark and defines the RMS company mission. He has more than 35 years experience in general and product-specific marketing, strategic planning and development, teaching/training, market research techniques and general business operations. Mark has worked extensively with various C-suite business teams to address issues resulting in overall financial performance improvement and marketplace awareness. Finding excellence through collaboration on data analytics is a key perspective that Mark brings to client projects.

Susan has more than 30 years of experience in the healthcare industry, specifically in healthcare regulatory oversight, quality improvement and health education, assisting managed care plans, health systems and physician practices to transform their organizations to embrace operational changes to improve the quality driven approach in providing patient-centered care delivery aimed to improve overall performance improvement. Susan has extensive experience in working with Centers for Medicare & Medicaid Services (CMS) to ensure the firm strictly adheres to regulatory guidelines as an approved survey vendor and provides operational and compliance oversight for the Healthcare Division. Susan also serves as the HIPAA Compliance and Data Security Officer for the firm, bringing a commitment to operational excellence.

Lauren is responsible for overseeing the QualiSight department which includes the call center and focus group facility. Lauren has 25-plus years’ experience managing call centers brings a broad knowledge base of state-of-the-art technologies, applications, and quality management tools. Her duties also include coordinating and overseeing programming of all surveys ensuring quality and consistent practices for our market research data collection projects. Lauren also oversees the RMS ViewPoint research panel coordinating panel management and engagement activities.

Shannon has over 20 years of experience in the healthcare industry, specifically with care management, program oversight, and assisting physician practices transform their operations to optimize patient outcomes, as well as become more efficient. Shannon provides oversight to the healthcare transformation team, providing valuable insights on various initiatives related to regulatory compliance and practice management techniques. Shannon is also very active in her community, serving on the Board of Directors for the non-profit organization Parents of Special Children, as well as a designated Ambassador for the Fulton Block Builder Program.

Michael oversees all aspects of CAHPS® survey product management, ensuring survey administration and reporting deadlines are achieved in accordance with predetermined deadlines. He is responsible in facilitating internal auditing and ensures compliance with regulatory and operational guidelines.

Molly is an integral member of the Research Analytics Team. As a Senior Research Analyst, she leads clients through a project’s design, analysis, and reporting phases. Molly has experience working with both qualitative and quantitative methods. She specializes in market research and projects in the healthcare industry.

As an integral member of the Healthcare Division. Jim’s primary responsibilities is to provide targeted healthcare consulting by partnering with our clients seeking to achieve and maintain Patient-Centered Medical Home™ Recognition, as well as other healthcare transformation project. Jim works with clients to develop core operational processes to enhance patient-centered quality driven care delivery. Jim also engages in facilitating client meetings and managing all project deliverables to ensure all project goals are achieved.

As an integral part of the RMS business development team, Christine focuses on identifying new business opportunities, cultivating and managing existing client relationships, as well as building RMS awareness and strategies. With over 10 years of experience in content marketing and strategic business growth and optimization, she is the liaison between identifying trends and opportunities through market analyses, in order to support new and veteran clientele with the products and services they need.

Melissa joined RMS in April 2022 as QualiSight Supervisor where she managed the day-to-day operations of RMS’s onsite call center and focus group facility, known as QualiSight. In January 2024, Melissa joined the RMS Research Analytics team where she will be coordinating the management and fieldwork activities associated with contracted intercept fieldwork for various national airports, public transportation, and other intercept work conducted by RMS.

Vance Marriner brings over two decades of experience in market research and analytics across a wide range of industries including higher education, technology and media. He has taught as a part-time instructor of advertising at Syracuse University’s S.I. Newhouse School of Public Communications, as well as being an adjunct instructor at Oswego since 2013, teaching Marketing Principles, Consumer Behavior, and Seminar in Marketing Management.

Kathleen has 25+ years of experience as an executive assistant, which enables her to multi-task between ever-changing assignments across all RMS divisions. She is responsible for providing general administrative, data entry and clerical support as well as quality checks for reports and surveys. Kathleen is also responsible for ViewPoint panel communications and recruitment.

Anna is responsible for managing all aspects of CAHPS® and other reoccurring healthcare surveys administered by RMS Healthcare. Her duties include supervising survey fieldwork, patient sampling, survey distribution, client account setup, scheduling survey timelines, data audits, work plan creation and maintenance, staff training and more. She ensures strict adherence to CMS established guidelines and maintains quality auditing and tracking tools.

Adam brings over 20 years of market research experience to the RMS Analytics Department. As a committed market research professional who asks the right questions to obtain the data and information needed for actionable insights, Adam is an energetic and meticulous research and analytics professional, who also boasts an additional background of content creation, editing, writing, communication, and technical proficiencies skills set to support clients’ needs, as well as those under numerous divisions and analytical operations within each department at RMS.

With more than 15 years of marketing, graphic design and video editing experience among a wide variety of industries and specializations, Maggy has a passion for promoting both client and corporate success by means of intuitive email marketing, graphic and generative design, website optimization, video production and editing. Utilizing modern and effective design theory, Maggy is dedicated to promoting client success through various multimedia and digital means.

Doug serves as the primary contact for general office operations, which includes administrative duties, human resource functions and project establishment/management functions. His goal is to ensure smooth operation within RMS while entrusted with confidential information. He comes to RMS with a Bachelors Degree in Business Administration from State University of New York College at Fredonia. Doug is also certified as a Six Sigma Green Belt and has a Project Management – LEAN Process Certification.

John’s primary duties include CAHPS^® (Consumer Assessment of Healthcare Providers and Systems) patient satisfaction survey administration such as programming CATI (Computer Assisted Telephone Interviewing) scripts, maintaining call lists and scheduling phone calls across all the CAHPS^® telephone survey product lines. Additionally, he is responsible for prepping samples for all call center projects as well as conducting quality checks on survey data collected by the call center, creating disposition reports and monitoring quotas on projects to ensure the team meets its goals for their clients. In John’s expanded role as supervisor, he will now be responsible for the general oversight of the day-to-day operations of the call center.

Michael is responsible for maintaining strict quality adherence to CMS guidelines in preparation and management of survey mailing operations, managing data entry, and conducting survey distribution and data collection. His duties include assisting with client onboarding, addressing existing client needs as well as conducting sampling for various CAHPS® lines of business while strictly adhering to all project planning deadlines and CMS mandated sampling protocol. In addition, Michael is responsible for ensuring timely and thorough monitoring of action items identified during CMS site visits as well as compliance with respective survey administration documentation prior to submission to CMS oversight teams.