Jody Buchman Email & Phone Number

Leading the creation, marketing, sales and delivery of Healthcare IT Leaders' innovative managed service offerings for Oracle Health, Epic, UKG, and Workday. Overseeing dynamic delivery teams, I focus on optimizing performance, ensuring seamless integration with our clients, and enhancing user experience to drive business growth and satisfaction.

Drove comprehensive customer experience initiatives, encompassing support, Net Promoter Score (NPS), user experience (UX), and data science advancement. Deepened customer engagement and enhanced product quality, resulting in elevated customer satisfaction levels. Managed a $55M budget and reported directly to the CEO, demonstrating vision and operational.

Kansas, United States

Guided the implementation, training, and support teams along with overseeing client advocacy programs. Played a key role as a member of 10-person Cabinet team, contributing to operational and strategic direction. Regularly delivered updates to Black Rock (Private Equity investor) and the Board of Directors. Managed team of 70 professionals and effectively.

Kansas City, Missouri, United States

Directed and built establishment of $950M Support Services business, pioneering formation of the first-ever Client Success Organization. Developed a robust business methodology to guarantee clients attain operational, clinical, or financial value. Fostered a team focus on cultivating relationships aligned with client objectives. Innovatively created the.

Kansas City, Missouri Area

• Cerner’s Support Services grew substantially during my 19-year tenure, promoted to Senior Vice President with direct accountability for all Support Service lines of business by demonstrating the ability to create.
• Led Mission Critical, Tier 1, 2 and 3 Support Services and Event Management Organization – Worldwide o 3 million Incidents a year, 68% First Call Resolution, 96% Client Satisfaction
• Led and championed the performance of 3,000 associates across 15 countries
• Managed the Tier 2 annual revenue plan of $200+M; increased operating margin to 52%
• Championed 2 new service offerings to increase our booking/revenue targets (Millennium Service Desk and Mobility Managed Services - $3.5 million of booking in its first year)
• Industry leader within Technical Support, achieved the #1 ranking by Black Book for Client Service & Technical Support Performance for the 4th straight year

Kansas City, Missouri Area

• Cerner had acquired multiple businesses throughout its history. Promoted and led 1300 associates. Focused on integration into Cerner’s operating procedures, methodologies, and tools to increase client satisfaction.
• Organizational growth from 1300 to 2,800 associates, comprising 10% of Cerner’s total associate base
• Delivered a single service management solution across all support services in coordination with CTS – Remedy
• Achieved the #1 ranking by Black Book for Client Service & Technical Support Performance for the third straight year
• Dramatically improved AMS client satisfaction by 21% from 2016 to 2017
• Achieved record bookings for AMS of $322.5 million

Kansas City, Missouri Area

• Promoted to Senior Director leading our call center operations. Responsible for 390 associates that grew to over 1,000 in 2 years. Charged with creating a consistent, high quality “front door” service.
• Organizational growth from 390 associates to 1,300 associates.
• Increased our first contact resolution from 30% to 60%
• Received external validation of the overall quality of our Tier 1 support services through HDI Certification
• Deployed Revenue Cycle monitoring resulting in $290 million in stuck billing being released
• Avoided 91,000 incidents through various Problem Management activities

Kansas City, Missouri, United States

• Requested to fill interim “CIO role” given my technical background and ability to deliver. Responsible for internal tools/software that Cerner associates use to complete daily work (Microsoft, Remedy, Workday, Avaya.
• Responsible for leading 800 associates.
• Deployed an efficient portfolio management process
• Continued to deliver high system availability of 4 9’s
• Improved on-time project delivery by 20% and decreased the change request backlog by 65%

Kansas City, Missouri, United States

Designed & deployed Cerner’s global 24x7 support strategy – Dublin, France, India, Australia Centers - 200 associatesReduced backlog by 50% and created the days in backlog metric still being utilized todayIncreased client satisfaction by over 20% and hit an overall satisfaction level of 95%

Kansas City, Missouri, United States

Responsible for account & client management for our Eastern client base. Specifically, provided clients with service, support and improvement opportunities to increase their consumption of our product and services.

Kansas City, Missouri, United States

Began career as an engineer working on Document Imaging Solution, had great results which lead to managing the support team and helped to establish our first upgrade process.

Denver, Colorado, United States

Mba/Mis

Bachelors, Dual Degree - Political Science And Psychology