Meet your Implementation and Support Leaders

Our customers count on ABILITY to keep their businesses running smoothly. It takes a skilled, dedicated team of technical support professionals who understand the unique needs of the healthcare IT business to do that.

Take a minute to learn a little more about our Implementation and Support Leaders – the people with expertise you can count on.

The leaders here to serve you

JB Baron, Director of Partner Success, leads the team that supports post-sales needs of Strategic Partners across the U.S. For more than 20 years, Baron oversaw customer care and experience for a global technology company. At ABILITY, she is committed to streamlining processes that will enhance our customers’ experience.

Hesham Butty, Director of Strategic Partner Implementation, has a 15-year successful track record and expertise in the practice management and electronic health records community. He is focused on implementation, training, business development and customer success.

Joni Pollock, Vice President of Implementation and Training, has spent her entire career in operations, the last four in healthcare, leading implementation and support teams. She has specialized in business process reengineering and optimization and is committed to making sure customers have the tools and resources they need to be effective.

For most of her career, Colleen Reynolds, Senior Director of Partner and Solution Support, has worked with enterprise corporations specializing in complex technology, providing successful implementations and post-implementation support. She also has expertise in the development, implementation, training and support of custom products.

Kim Rosacker, Vice President of Customer and Technical Support, has been delivering and supporting first-class technology solutions for businesses for many years. Her expertise is in the design, implementation and support of mission-critical business applications of various sizes and complexities.

Why customer support is paramount for us:

“As a Partner Success Team, it’s imperative that we hold ourselves to the highest standards in customer experience. Implementation is the first engagement you have with ABILITY after your purchase. You should consider our team your trusted advisor, responding urgently and effectively to any concerns you have regarding change in workflow and productivity. 

“We believe successful implementation is more than getting a customer up and running with an application or service. Success is determined by how satisfied you are – with our applications AND our interactions with you during the implementation process.

“As we work together, we listen carefully to what you tell us, because we are always striving to improve the quality of the service we provide.”

JB, Hesham, Joni, Colleen and Kim want you to know:

“We are committed to working in a positive, collaborative manner, focused on you and putting YOUR success above our own needs. We will treat you respectfully, listen to your feedback and provide superior service, with the goal of exceeding your expectations. We always strive to provide a consistently stellar customer experience through proactive, regular and clear communication.”

 Ask for any of our leaders at 888.886.2096 or email us at Or contact us directly: