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Work Background
Stipo Cahill GroupChief Operating Officer & Partner
Oct. 2023Foundational COO, specializing in healthcare IT advisory services. Primary focus involves assisting clients in maximizing the return on their IT investment by providing strategic guidance and innovative solutions. Establish valuable connections that translate into tangible results for clients. Additionally, play a pivotal role in delivering operational due diligence and competitive intelligence for mergers and acquisitions, contributing to informed decision-making processes. Personal expertise extends to executive engagement management placement, seamlessly aligning both client and vendor roles to achieve optimal outcomes in this dynamic and evolving sector.
Cerner CorporationSenior Director, Client Support
Oct. 2020 - Sep. 2023Accountable for execution of US government and international support teams, who resolved over 25K incidents each year. Responsible for development and execution of operational strategies to achieve consistent support team throughput, including productivity, staffing forecasting, ticket volume projections, and associate retention rates. Drove the reporting and performance for client support and relationship metrics, including open/closed/active ticket volumes, service level attainment, client satisfaction survey scores and response rates, system compliance, net-promoter scores, and support contract renewal rates. Provided oversight for DOD and VA application support delivery and operations, generating over $50M in annual support revenue.
PwCFellow - CEO Action for Racial Equity
Oct. 2020 - May. 2021CEO Action for Racial Equity is a fellowship that provides the opportunity for CEO Action signatories to advance racial equity through public policy. Using CEO Action as a platform, it will mobilize the business community collectively across industries and regions to enact change.Our Mission: To identify, develop and promote scalable and sustainable public policies and corporate engagement strategies that will address systemic racism, social injustice and improve societal well-being.
Cerner CorporationDirector & Regional Executive
Sep. 2019 - Oct. 2020Kansas City, MissouriHandled client contracting, including pricing, scoping, and support consumption estimations. Provided direct oversight for Department of Defense and Veterans Affairs support contracts. Increased both client and employee production by automating monthly reporting requirements for all client reports. Identified a need for additional leadership pipeline and associate opportunities within the support organization, leading to ownership of the “Enhance Associate Engagement” organizational placemat initiative targeting 5 projects focused on improving internal associate satisfaction through communication, learning, and professional development. Improved associate engagement scores improving 4% and associate enablement scores up 7% YoY. Streamlined education and increased visibility to impacted communities on internal tools roadmap by formalizing the Super User and Steering Committee structure for all groups.
Cerner CorporationRegional Manager, Application Management Services
Aug. 2016 - Sep. 2019*Worked with US Department of Defense to strategize long-term alignment for support needs and stabilize support of live sites. *Directly managed a team of 12 Support Services Owners. *Cultivated executive relationships with 16 clients. *Identified interim and long-term AMS onsite staffing post-contract changes for Children’s Hospital of Los Angeles, contributing towards an increase from 5 to 9 on a 9-point net-promoter scale. *Secured a 5-year $10M AMS contract expansion and renewal for the University of Southern California Keck School of Medicine. *Obtained a 5-year $1.8M contract renewal for Colorado Department of Behavioral Health by increasing support utilization over 20%. *Established new dashboards and process documentation for Los Angeles County Department of Health, resulting in a 4% increase of client satisfaction (94% > 98%). *Established Successful Support Communications 3-day course focused on consistent and flawless messaging, including content creation and facilitation of 12 sessions with a 5/5 instructor rating.
Cerner CorporationEngagement Leader
Oct. 2013 - Aug. 2016Orange County, California Area*Served as primary liaison between five clients and all Cerner support organizations. *Drove reduction of Adventist Health ticket backlog by 80% through execution of problem management strategies and unifying response process for tickets in client court. *Improved executive leadership AMS satisfaction from a 2 to 8.5 on a 9-point net-promoter scale. *Oversaw daily ticket escalations, client reporting, weekly change management process, and executive leadership communications. *Created client-specific support documentation for new teams and organized networking events to increase team collaboration. *Served as onsite AMS Engagement Leader for CHOC Children’s Hospital from 2013-2015, focused on reestablishing relationships and saving $1M support contract.
Cerner CorporationReference Program Manager
Sep. 2011 - Oct. 2013*Directed reference programs across more than 20 US clients *Identified champions across all reference site venues through marketing of reference client benefits and benefit statements *Established and maintained new client reference development processes, ensuring successful engagement with top reference hosts *Named team point of contact for annual Cerner Health Conference, which included overseeing session attendance and organizing more than 30 concurrent reference site visits *Acted as reference liaison and owner of Revenue Cycle business unit, overseeing development assessments, best practice reference agendas, training of new RevCycle employees, and refining and maintenance of reference ability dashboards *Increased RevCycle references by 50% through identifying new relationship points of contact and publication of client value stories
Cerner CorporationProgram Coordinator
Mar. 2008 - Aug. 2011
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