KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

 

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life-altering care for ~7,700 people last week!
    • Turnaround time decreased from 7.6 to 7.4 days.
    • Onboarded Director of Operational Excellence-Sanjeev in Aurangabad.
    • Outreach Work Queues successfully rolled out to Stanford.
    • Rolled out new Pay For Performance plan to ensure team members are being recognized and paid fairly.
  • Customer Success
    • Completed UVA Wave 2 Phase 2 (spine, neurology, neurosurgery) go-live.
    • Completed remote quarterly business reviews with UCLA-Small Bowel Transplant, Mayo Clinic-Jacksonville COE/VSO,  Carrum and Advocate Christ.
  • Technology
    • Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime.
  • 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 552 Team Members against a forecast of 553 Team Members at the end of July.

Last Week’s Challenges:

  • Sales
    • Did not close UH, Ascension or Transcarent as planned.  This is a time delay not a loss – Expecting to close early week of 17th.
  • Technology
    • Fedex experienced a technology challenge on July 12 which slowed down data delivery. The cadence of EDI file delivery dropped from every hour, to every three hours for half a day. No data updates were missed.
  • Operations
    • Closed locations / person / day came in at 9.7 against a forecast of 11.6.
      • Two low productivity days this week.  The first  – Monday due to myriad of challenges many of which are still fallout from the large number of personnel moves (18) made two weeks ago. The second due to a FedEx issue that delayed delivery information needed to update/close locations.
    • Excess backlog remains at ~3,700 patients.
    • Patient volume came in 11% below plan.
    • Closed locations came in 14% below plan.
    • City of Hope service level agreement (SLA) turnaround time is over 6 days but should continue to come down as the backlog is reduced.
  • Customer Success
    • City of Hope has decided to shut down Duarte patient access earlier than anticipated and needs to move the integrated go-live from 8/8/2023 to 7/31/2023.

 

This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down.
    • Continued progress with City of Hope and maintaining SLA compliance with Stanford.
    • Launch of upskilling proactive training for operations personnel.  Starting with Indexing. Includes trainer certification, testing at the end of training, along with post training competency verification.  Using this class/sequence to work out the bugs and then phase in additional skills training for the other functions.  This is getting a lot of attention due to the critical needs right now in ops with backlog reduction and client dissatisfaction.
    • Getting back to a consistent level of closed cases in excess of 1700 per day.
  • Sales
    • Work to preserve City of Hope relationship with procurement team.
    • Onboard new East Region VP of Sales (Audra Huber-based in Rochester, New York) and VP of Business Development-Image Exchange (Brett Crown-based in Virginia)
    • Reforecast sales for the remainder of the year given sales delays through the first half of the year.
    • Close UH, Transcarent, Ascension early in the week and Northwestern Thoracic by Friday 7/21
    • Deliver Contract to ACMC NY
    • Present Blue Sheet for Fresenius (opportunity slated for Sep / Oct)
  • Customer Success
    • Robert Wood Johnson, City of Hope and Stanford-Cardiology go-live.
    • Remote quarterly business reviews with UW and CCF Spine.
    • Prepare for Stanford Onsite visit.
  • Human Resources
    • Continue to execute on employee engagement action plan by completing high-priority actions.

IN CASE YOU MISSED IT…

Did you know that you can find all company updates on the employee website? Here is a roundup of all company messages that have been sent so far in July:

July Observances | Time to Vote! Q2 Workspace Decoration Contest | Celebrating Promotions & New Hires | Pizza & Cutlery for a Good Cause!  [Password: eHealth@home]

UPCOMING EVENTS & FUNDRAISERS FOR A GREAT CAUSE!

Mark your calendars for the following team events and Cares Committee activities!

August 16 | Hope Lodge Dinner & Fundraiser, partnering with Belhurst Castle & Winery in Geneva, NY. Would you like to volunteer as part of our dinner service crew? Send an email to Cares.Committee@eHealthTechnologies.com.

August 24 | Duffield Team Outing @ King’s Sport Axe House

August 26 | Relay for Life Lonesome Pine – ways to get involved and give back to this worthwhile cause:

  • Click here to join the team in person or virtually.
  • Buy pizza kits for the whole family! From personal pizzas to cookie dough to crazy bread and more, there are a variety of options to choose from. Click here to place an order by July 21 – and share with your friends and family…anyone can place an order!

  • Place an order for Rada cutlery! A portion of the proceeds will go to the Relay for Life Lonesome Pine event. Click here to order and/or share with your family and friends! Orders accepted until July 21.

  • Share our team’s link on your social media channels. Take a screenshot of your post and email it to the Cares Committee to be entered into a raffle to win an eHealth Technologies SWAG basket! Here is a sample post you can use to spread the word about this cause with friends and family:

My teammates on the @eHealth Technologies Cares Committee are participating in a Relay for Life event this August! Join me in showing them support by sharing this post, or making a donation to the American Cancer Society by visiting this link: bit.ly/46Z9ORI Every dollar counts as we work together as a team to help save lives and fund the future of cancer research, patient support, and advocacy. Thank you! #eHealthCares

Sept. 2 | Rochester Team Outing at the Red Wings Game, Innovative Field

CARING TOGETHER CONNECTIONS NEWSLETTER

The next issue of Caring Together Connections will be coming out this Thursday, July 20. If you have any photos or kudos you want to share for team members, email BrilliantIdeas@eHealthTechnologies.com and you may see it in the next issue!

TIME TO VOTE!

It’s time to vote for the BEST THEME and MOST CREATIVE workspace among your peers! Click here to check out all the submissions, and for a link to vote for your favorites. Voting closes by midnight EST on July 21. [Password: eHealth@home]

DUE JULY 31: LGBTQ+ INCLUSION TRAINING  

This is a friendly reminder to please complete Traliant’s LGBTQ+ Inclusion training by July 31. Read more about this training here. (PW: eHealth@home) Thank you in advance for your time, and if you have any questions, please feel free to email DEI@eHealthTechnologies.com.

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:

July 21 | 10-11 a.m. EST: Moving Forward Through Conflict: Communicating Objectively vs. Emotionally

July 28 | 10-11 a.m. EST: Communicating with Different Personality Styles

 

HOW TO GET BETTER AT ASKING FOR HELP

For many of us, asking for help is hard. Whether you’re afraid of feeling vulnerable, being rejected, or you just prefer to do things independently, you can take steps to overcome your reluctance to ask for help.

  • Seek out resources. Investigate your blockages and recognize the importance of getting over them. (Reading this tip could be a great first step!) But if you find you need further encouragement, technology has made it easier than ever to find the right coach or therapist.
  • Reframe your perception of help. Consider that asking someone for help isn’t burdening them but giving them an opportunity to step up. Contributing to the success of the team is a win-win proposition.
  • Craft your request carefully. Make sure the help you ask for is specific, measurable, achievable, relevant, and time bound. This will increase the likelihood that your needs get met.
  • Communicate openly and authentically. The more people understand the problems you’re facing, the more equipped they’ll be to help you solve them.
  • Practice. Start small and see how it feels. Reach out to someone you’re super comfortable with, perhaps a family member or a trusted coworker, and ask for their help with something minor. You might be surprised by people’s willingness to lend a hand.

This tip is adapted from “Why It’s So Hard to Ask for Help,” by Manfred F.R. Kets de Vries.