June 5, 2023

Leadership Notes

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life altering care for ~8k people last week!
    • Met SLA for City of Hope Oncology and Mount Sinai.
  • Customer Success
    • Held onsite go-live meeting with Stanford Castro Valley and Pleasanton Cancer Centers.
  • Sales
    • Closed Image Exchange opportunity with Berkshire along with three small expansions.
  • Product Management:
    • Memorial Sloan Kettering Outreach WQ rollout completed; City of Hope-Team 12C is now live to improve productivity.
    • Provider Database updates, Operations Configurations updates and Clinical Trial Prescreening updates released successfully on 5/29.
  • Human Resources
    • Continued to execute on employee engagement action plan by completing high priority actions.
    • Managed staffing to meet demand and financial expectations. Currently have 532 Team Members against a forecast of 520 Team Members at the end of May.

Last Week’s Challenges:

  • Sales
    • Did not close UVA Imaging, Hackensack Medical Center and Transcarent opportunities as forecasted.
  • Technology
    • Overall system uptime came in at 99.2% against a plan of 99.9%.
      • 1 outage – Network firewall issue caused a VPN outage for half a day-A network firewall issue caused a VPN outage for half a day. An automated update corrupted the VPN configuration causing the outage. Team assessed the issue, discovered the cause, and rebuilt the VPN profile restoring service.
        • The outage caused remote US based employees to return to the office or use PTO.  The VPN issue was highly disruptive to the Operations team.
  • Operations
    • Closed locations / person / day came in at 10.0 against a forecast of 10.9. If you remove the day of the VPN Outage, closed locations / person / day came in on plan at 10.9.
    • Excess backlog increased from ~3,700 to ~4,400 patients due to VPN outage.
    • Turnaround time remained at 7.7 days.
    • Patient volume came in 6% below plan.
    • Closed locations came in 9% below plan.

This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down.
    • Launch pilot with two Operation teams to test an updated Pay for Performance bonus plan for team members.
  • Marketing
    • Exhibit at ASCO conference
  • Customer Success
    • Launch Duke Survivorship and on-site at UVA for wave 2 implementation discussions.
  • Human Resources
    • Continue to execute on employee engagement action plan by completing high priority actions.

 

UPDATES

Cancer Survivors Day

Yesterday was Cancer Survivors Day, a day dedicated to celebrating those warriors who have fought and won, inspiring those who continue to fight, and for holding up the family members who have lost loved ones but continue to raise awareness. In honor of this day, we’d like to thank all of you for the important part you play in quickly retrieving and clinically organizing medical records for our customers so they can help their patients be seen quicker with meaningful appointments. We encourage you to take a moment to watch Melissa Sciortino’s story, just one example of how our compassionate team works every day to support cancer survivors: https://www.youtube.com/watch?v=rhuVl_uvSGQ

Thank You!

We want to thank everyone who participated in the Stroll for Strong Kids event yesterday! No matter how you participated, you made a big impact on little lives. We are thrilled to report that we have raised $1,210.00 for this important cause. Stay tuned for more participation opportunities, coming up soon!

Enter to Win a Standing Desk, Espresso Machine, and More – Tell Your Teammates!

Did you know that eHealth Technologies has a quarterly workspace decoration contest? You can submit photos of your workspace, decorated however you’d like, and your peers vote for their favorites! Those with the most votes have an opportunity to win an amazing prize of their choice to enhance their workspace, like a Keurig coffee or espresso machine, a standing desk, and more! Send in your submissions to BrilliantIdeas@eHealthTechnologies.com for a chance to win. Good luck!

LEARNING RESOURCES

Free Dale Carnegie Workshops

These workshops are a great way to connect with your peers, learn something new, and apply what you’ve learned to your everyday roles:

June 9 | 10-11 a.m. EST: Negotiating Fundamentals: When, Where, and How to Win

June 16 | 10-11 a.m. EST: The Etiquette of Saying “No”

June 23 | 10-11 a.m. EST: How to Make Each Person Feel Heard: Active Listening

Is Remote Work Starting to Feel Too…Remote?

If you’re grappling with the isolation that can come with working from home, these steps can help you address it.

  • Identify your needs. What type of interaction and levels of engagement do you enjoy? Is it small talk, one-on-one meetings, or group conversations? Are you looking for a lunch buddy? Do you wish you had a bigger team to collaborate with? Reflecting on your answers will make it easier to determine if a solution could be a quick fix or something that requires a bigger change.
  • Assess your options. Ask yourself questions like: What resources already exist that I may not be utilizing? What parts of my routine can I adjust to better suit my social needs? Are there new opportunities for socializing that I could learn more about and try?
  • Take a first step. For example, if you love collaborating with others, could you ask your manager if you could mentor someone who needs to learn a skill that you have? If you miss small social interactions, could you ask a peer if they’d like to meet once a month for a virtual coffee? If you want to build new connections, could you find a local volunteer role that will allow you to meet some new people? One or two small tweaks to your routine could make a big difference.