Office of Public Engagement

Teresa Niño, Director

Daniel Schreiner, Acting Deputy Director

Shared Services Staff

Terri Grant, Director

Medicare Ombudsman Group

Dan Schreiner, Director and Medicare Ombudsman
Division of Medicare Ombudsman Assistance - Belen Rodriguez, Director
Division of Ombudsman Research and Trends Analysis - James Bailey, Director
Division of Ombudsman Exceptions - Bruce Miller, Director

Tribal Affairs Group 

Kitty Marx, Director

Partner Relations Group 

Ida Kelley, Director
Division of Strategic Partnerships - Ida Kelley, Acting Director
Division of Training - Susan Hollman, Director
Division of SHIP Relations - Marilyn Maultsby, Director

Emergency Preparedness & Response Operations

Jean Sheil

Functional Statement

• Serves as CMS' focal point for outreach to beneficiaries and partners, provides leadership for CMS in the areas of Medicare Ombudsman activities, partnerships with providers and stakeholders, and tribal affairs. Advises the Administrator and other CMS components in all activities related to these functions and on matters that affect other units and levels of government.
• Formulates and implements a customer service plan that serves as a roadmap for the effective treatment and advocacy of customers and the quality of information provided to them.
• Coordinates a State and local program of counseling assistance for people with Medicare and their families through the administration of grants to State Health Insurance Assistance Program (SHIP), implementation of continuous quality improvement activities, ongoing performance measurement, and regular communication with SHIP grantees.
• Contributes to the formulation of policies, programs, and systems as well as oversees beneficiary services and tribal affairs, including CMS' Ombudsman program, partner and provider relations, and program training. Coordinates with the Office of Legislation on the development and advancement of new legislative initiatives and improvements.
• Oversees all CMS interactions and collaboration with stakeholders relating to beneficiary services including but not limited to external advocacy groups, Medicare beneficiary customer service, Native American and Alaskan Native tribes, HHS, the White House, other CMS components, and other Federal government entities.
• Liaison between CMS and AI/AN communities including tribal leaders, health providers, beneficiaries and other Federal Agencies in regards to AI/AN health and CMS programs.
• Oversees all CMS interactions and collaborations with key stakeholders (external advocacy groups, contractors, local and State governments, HHS, the White House, other CMS components, and other Federal entities) related to the Medicare and Medicaid and other Agency programs.
• Coordinates stakeholder relations, community outreach, and public engagement with the CMS Regional Offices.
• Directs and administers CMS' programs for emergency preparedness and continuity of operations. Provides direction for all essential on-site services for Central Office and consultation and direction to Consortia/Regional Offices with respect to these programs.