Pre-International Seminar Session
Join Us The Day Before International Seminar

Business Management Forum: A Pre-Seminar Conference Sponsored by PCCA CPMS

Join us the day before 2019 International Seminar for a full day of practice management education. You and more than 150 CPMS clients will learn how to start 2020 with new profit opportunities that will be discussed at this management and marketing meeting.

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7:00 am

Registration and Breakfast

8:00 am

Welcome and Introductions – Bill Letendre, MSPharm, MBA – Moderator

8:15 am

Creating Cultures of Excellence: Accelerate Customer Satisfaction and Employee Engagement – Chip Madera, MS, CSP

The customer experience has become a game changer in the healthcare industry. New reimbursements from Medicare and Medicaid hinge on advanced outcomes (HCAHPS & Customer Satisfaction). Never before in the history of healthcare has the perspective and opinion of customers meant more to bottom line profits. This keynote highlights the results Chip has helped many hospitals, physician practices and other healthcare entities achieve, his strategies for accelerating patient satisfaction, employee and physician engagement and a practical plan for creating the exceptional customer experience. You will be inspired to capture a simple, yet profound unifying vision for excellence, and will receive strategies for engaging employees that accelerate your organization down the path to creating WOW for every customer…every time.

Chip Madera, MS, CSP, works with hospitals, physician practices and other healthcare entities that want to radically accelerate and sustain cultures of excellence. He has helped a multitude of organizations significantly increase employee engagement and patient satisfaction with his proven 90-Day Transformation Initiative. Known as "The Leadership Lion: The Healthcare Leader with a Heart of BOLD!,” Chip presents over 120 keynotes and seminars each year in Canada, Australia, Europe, South America and throughout the USA. His clients include the Mayo Clinic, Disney, AT&T, the FBI, Gatorade, Southern Company and hundreds more. Plus, he lists over 450 hospital and healthcare organizations on his speaking resume. Not your typical speaker, Chip brings an unusual one-two punch balancing an incredible passion for people with a tactful candor and humor that will inspire you to take your life and work to the next level.

10:15 am


10:30 am

This Works For Me Best Practices Panel – Jeff Carson, RPh; Terry Vasenden; Cliff Holt, RPh; Bill Letendre, MSPharm, MBA

Staff Engagement: Add-on Sales Initiative – Jeff Carson, RPh

Jeff Carson, RPh, is a third-generation pharmacist and owner of Oakdell Pharmacy with four locations in San Antonio, Texas. The pharmacy was founded in 1969 by his father, John Carson, 2000-2001 NCPA president. Oakdell has 11 pharmacists on staff and more than 50 total employees, and specializes in several aspects of the compounding arena, including bio-identical hormone replacement therapy, pain management and sterile compounding. Jeff is a graduate of The University of Texas at Austin College of Pharmacy. He was a member of PCCA’s inaugural Advisory Council and was named PCCA’s M. George Webber 2010 Compounding Pharmacist of the Year.

Team Engagement: Intentionality for the Journey – Terry Vasenden

Terry Vasenden is an owner of Sierra Family Pharmacies, a group of three pharmacies in the Northern Nevada area that includes a compounding-only pharmacy and a long-term-care pharmacy. Although Terry’s background is in banking (including auditing, regulatory compliance and training), she and her husband, David Vasenden, have owned pharmacies for over 20 years. She is passionate about inspiring and encouraging team members and creating the best culture in their pharmacies.

Workflow Efficiencies – Cliff Holt, RPh

Cliff Holt, RPh, has worked in independent pharmacies for the majority of his career. In 2009, he opened Hurricane Family Pharmacy, located in Southern Utah. In 2012, Cliff bought Gunnison Family Pharmacy and Floral. His pharmacies employ 36 incredible team members who he enjoys working with each day. Cliff is passionate about the profession of pharmacy. He teaches several classes each month on diabetes and cardiovascular health to local groups. Cliff developed a “Buy Locally Owned” campaign using $2 bills that spread across the country. To date, pharmacies in 24 states have adopted the program. He is a 1985 graduate of the University of Utah, College of Pharmacy.

FY2018 Benchmark Report – Bill Letendre, MSPharm, MBA

Bill Letendre, MSPharm, MBA, serves as vice president of Pharmacy Management Services for PCCA and as president of PersonalMed, LLC. He received his Bachelor of Science in pharmacy from the Massachusetts College of Pharmacy, Master of Science in pharmacy from the University of Texas at Austin, and Master of Business Administration degree from the University of Phoenix. Bill has held appointments as adjunct professor at the Massachusetts College of Pharmacy, the University of the Pacific, Mercer University, Western University and the University of Houston. He has been honored as a Fellow in the American College of Apothecaries, the American Pharmacists Association, and the International Academy of Compounding Pharmacists. Bill is the recipient of the 2000 American Pharmacists Association Distinguished Achievement Award in Specialized Pharmaceutical Services, the 2004 Texas Pharmacy Association Pharmacist of the Year and the 2005 National Community Pharmacists Association Outstanding Faculty Liaison Award. Past president of the American College of Apothecaries (1982), the New Hampshire Pharmacists Association (1981) and the Texas Pharmacy Association (2003), Bill currently serves as the treasurer of the International Academy of Compounding Pharmacists and as a member of Board of Commissioners for the Accreditation Commission of Health Care. He has held various offices in the APhA-Academy of Pharmacy Practice and Management (1995- 2001) and currently serves on the National Community Pharmacists Association Compounding Steering Committee. Bill previously owned and operated six community pharmacies, two home infusion pharmacies, and a home care supply company located in the state of New Hampshire.

12:15 pm


1:15 pm

Transformational Leadership: How Good Leaders Become Great Leaders – Urs Koenig, PhD, MBA, PCC

Urs will challenge you, telling you the leadership behaviors that got you to where you are today, but won’t get you to where you want to be tomorrow. To help you understand what it takes to get there, he’ll take us on an insightful and humorous journey of “taking it personally” introspection. You’ll re-frame your own and your team’s weaknesses, and you’ll challenge your own beliefs about what makes you successful. Supported by real-life case studies and personal leadership stories from his athletic, military and business life, Urs makes his results-guaranteed leadership coaching methodology come alive, demonstrating how good leaders become great by “taking it personally.” Urs will leave you with:

  • New insights into your own strengths and weaknesses as leaders
  • A better understanding of your self-limiting beliefs
  • A tangible, no-nonsense coaching approach you can immediately implement with your team
  • Energy and inspiration, ready to apply the leadership lessons with your team

Urs Koenig, PhD, MBA, PCC, combines professional executive coaching and facilitation skills with a successful track record as a leader in business, academia and competitive sports. Over the past 10 years, Urs has worked with 100+ leaders from family-owned businesses large and small, helping them to lead more effectively. His leadership coaching style is results-driven and no-nonsense. One of the key differentiators of Urs’ coaching is that he offers a 100% money-back guarantee if, in the eyes of key stakeholders, the client does not achieve positive change in target leadership behaviors. No results = no fees. Urs holds an MBA from the Australian Graduate School of Management in Sydney and a PhD from the University of Zurich in Switzerland. He is a master certified coach and certified Marshall Goldsmith Stakeholder-Centered Coach.

3:15 pm


3:30 pm

Social Media: An Effective Marketing Tool for Your Compounding Pharmacy – Sarah DeCarlo

Sarah DeCarlo joined PCCA in August 2016 as a Creative Services Specialist. In this role, she is responsible for championing the PCCA social media strategy, including developing and tracking the performance of social advertisements. She has been instrumental in the recent growth of PCCA’s presence and engagement, particularly on Facebook. Sarah also manages marketing email content for PCCA and its subsidiary companies. She previously coordinated digital marketing efforts for national and global companies in the textile recycling and fashion industries. Sarah received her Bachelor of Science in journalism from the Ohio University Honors Tutorial College in 2012.

4:10 pm

Successful Integration of Clinical-Based Phyto-Cannabinoid and Compounding – John Kim, PharmD, FAARF

John Kim, PharmD, FAARF, is the owner and pharmacist in charge at Robinson Drug & Compounding Center. His passion for compounding and patient care led him to Robinson Drug in 2012. John obtained his Doctor of Pharmacy (PharmD) with High Honors from Ernest Mario School of Pharmacy at Rutgers University in 2006. Afterwards, he completed his fellowship in Anti-Aging and Regenerative Medicine (FAARF) from American Academy of Anti-Aging (A4M). Recently, his patient care expanded into specialty care service dealing with IBS, Multiple Sclerosis, Hepatitis C, Rheumatoid Arthritis and Psoriasis. John is an active member of National Community Pharmacy Association (NCPA), Garden State Pharmacy Organization (GSPO), and International Academy of Compounding Pharmacists (IACP).

4:30 pm

Managing Your Marketer: Hiring, Tracking and Compensation – Bryan Prescott, PharmD, MBA; Erin Michael, MBA, MS, CPhT

Bryan Prescott, PharmD, MBA, joined PCCA in April 2012 as part of the company’s Clinical Services team. In 2015, Bryan became a Business Coach on the PCCA Compounding Pharmacy Management team, helping members improve operating efficiencies and profitability. Before joining PCCA, he spent 10 years working for PCCA member Pharmcare in Pearland, Texas, where he was the department manager for the long-term care (LTC) pharmacy. The LTC services focused on pain management, anti-nausea, wound care and other palliative measures. Bryan obtained his Doctor of Pharmacy from the University of Houston in 2001 and earned his Executive MBA degree from Texas A&M University in 2019. He is a lifetime member of Phi Delta Chi and is currently involved in the PDC Texas Alumni Chapter and the University of Houston Alumni Association.

Erin Michael, MBA, MS, CPhT, joined PCCA in July 2006. During her tenure at PCCA, she has served as a territory manager, member development specialist, CPMS marketing consultant, regional manager and currently holds the position of director of Outside Sales. Erin has been working in pharmacy for more than 25 years, of which 23 have been in compounding and promoting the practice of pharmacy. She previously worked for an independent pharmacy owner where she was the general manager of multiple locations. Erin was instrumental in developing and implementing programs to promote and grow the compounding and traditional parts of that business. She holds an Master of Business Administration in healthcare administration and a Master of Science in hospitality management. She has been recognized as PCCA Technician of the Month in August 1999 and California Pharmacists Association Technician of the Year in 2003.

5:00 pm

PCCA International Seminar Opening Reception

No ACPE credits will be offered for this program.


Hilton Americas-Houston
1600 Lamar St
Houston, Texas 77010

Book Hotel


CPMS Clients and Staff – FREE
PCCA Members – $495.00 each

Registration fee includes all educational programming, plus:

  • Audio recording of entire session
  • Full breakfast buffet
  • Lunch
  • Refreshment breaks
  • PCCA International Seminar opening reception

Registration is open to all PCCA members.

Our Money-Back Guarantee

PCCA takes great pride in developing the highest quality educational programs and providing top-notch networking and sharing opportunities at our events. Our policy is to provide you with a full refund of the purchase price of the program if it hasn’t met your educational goals.

If you are not satisfied with our educational content for this CPMS program, your refund must be requested by Wednesday, Oct. 23, 2019. To request a refund, email and include the attendee name, email address, phone number, 2019 CPMS Business Primer and a detailed explanation of why a refund is being requested. All refunds will be issued via the original payment method.

International Seminar 2019
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Billing and Cancellation Policy
Your registration will be billed immediately to your preferred credit card. Billing to member accounts is no longer available. Please ensure your registration is confirmed before purchasing airline tickets. If you do not receive your confirmation letter within one week, please call to confirm receipt of your registration.

Full refunds are available through Wednesday, Oct. 2, 2019. The registration fee will not be refunded for any cancellations received after Wednesday, Oct. 2, including no-shows. Hotel reservation cancellations must be handled directly with the hotel and are subject to the hotel’s cancellation policy.