DoGood Member Spotlight: Bob Hackney
Professional Bio:
As CTO, I have successfully completed two private equity transactions by driving technological innovation and ensuring seamless integration of new features, significantly enhancing operational efficiency and customer satisfaction. Our leadership team focuses on creating feedback loops to fail fast and prioritize business value and team empowerment.
Leveraging a track record of 15+ successful data center migrations to AWS and GCP, I am a Cloud Executive specializing in cloud operational transformation and FinOps optimization. My experience in private equity informs my strategic approach to driving cost efficiency and revenue growth. Recognized as an SRE and FinOps evangelist, I champion innovation and high-integrity leadership. I excel at aligning business priorities with organizational capabilities, empowering global teams to enhance skills, streamline processes, and deliver multimillion-dollar technical programs. I consistently implement long-term solutions that reduce inefficiencies, optimize operations, and contribute to both top and bottom-line growth.
2024 Achievements:
· Glassdoor score: 4.3
· CEO approval rate: 93%
· Two Best in KLAS awards
· Lightning Bolt Scheduling: Fourth Best in KLAS award in physician scheduling
· Net Revenue Retention: 110%
· EBITDA: 39%
· Feature delivery increase: 133%
Employee Engagement:
· Employee Net Promoter Score: 17 to 30
· Fit & Belonging score: 93
· Employee Buy-In: +7 points to 79
· Commitment to Company: +7 points
· Senior Leadership Trust: +7 points
· Voluntary turnover: 7% (2021) to 1% (2024)
· Monthly offer acceptance rate: 100%
· 1:1 compliance: +10% to 78.99%
Company Name & Description:
Optimize provider scheduling, streamline clinical collaboration, and improve patient and family communication across all care settings.
Company Website:
Year Founded: 1997
Headquarters Location:
Knoxville, TN & Victoria, BC
Primary Area of Focus:
Perfect Serve has evolved to become a unified platform with integrated solutions that encompass clinical communication, provider & staff scheduling, a cloud-based operator console, an automated answering service, and patient engagement. Called Unite, this platform helps physicians, nurses, and other care team members improve patient care and clinical operations while reducing common frustrations that contribute to burnout.
Quote (on a key industry trend or initiative you're passionate about):
“The biggest problem in digital healthcare today isn’t a lack of technology—it’s a failure to use it effectively. While AI, machine learning, and automation hold incredible potential, many healthcare IT solutions introduce complexity rather than reduce it, which can lead to security vulnerabilities. At Perfect Serve, we believe AI should operate in the background, automating routine tasks and clinical communication, ensuring that patient data remains secure while enabling doctors and nurses to focus on patient care. If a solution requires clinicians to click, scroll, or search more than they did before, it’s not innovation—it’s a step backward, increasing the risk of human error and data breaches.”
LinkedIn Profile:
