LEADERSHIP NOTES

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

 

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life-altering care for ~8,100 people last week!
  • Launched upskilling proactive training for operations personnel.  First Module of Indexing was very successful.  Adding inaugural RTL attention class next week along with a second training class for indexing.
  • Sales
    • Closed Transcarent opportunity.
      • Transcarent would not allow use of global resources.  Sales team successfully sold domestic only pricing.
    • Reforecasted sales for the remainder of the year given sales delays through the first half of the year.
    • Onboarded 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)
  • Customer Success
    • Finalized implementation of Robert Wood Johnson Oncology, City of Hope HIM and Stanford Cardiology.
    • Completed remote quarterly business reviews with UW, Fred Hutchinson Oncology and CCF Spine.
    • Prepared for Stanford Onsite visit.
  • Technology
    • Overall system uptime came in at 99.98% against a plan of 99.9%.
  • 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 558 Team Members against a forecast of 566 Team Members at the end of July.

Last Week’s Challenges:

  • Sales
    • Did not close UH or Ascension as planned.  This is a time delay not a loss – Expecting to close by the end of this month.
  • Technology
    • Many Operations experienced approximately an hour of systems slowness.  The IT Infrastructure was able to help resolve the issue by clearing cache and adding additional capacity to servers.
  • Operations
    • Closed locations / person / day came in at 9.6 against a forecast of 11.6.
      • Did not deliver to plan consistently during the week.
        • We believe the root cause is the reduction in productivity caused by the reduction in closed cases across the 8 teams that reduced staff in order to add 16 staff members to the City of Hope teams.  The reduced output of those 8 teams in total was not offset by the increase in output for City of Hope, causing the overall reduction in output across operations.  This is currently being verified but is likely the cause as the reduced output coincides with the date the staffing moves were made.
    • The decision was made to remove two teams from outreach work queues.  Team 1, due to workflow challenges related to Patient Authorizations which represent a high percentage of their cases vs. other teams and Team 12c due to the need for all three City of Hope teams to be on the same platform prior to the consolidation of pathology into City of Hope standard requests. It is planned that both teams will revert back to Outreach Work Queues consistent with enhancements called out in the product roadmap.
    • Turnaround time remained at 7.4 days.
    • Excess backlog increased from  ~3,700 to ~4,000 patients.
    • Patient volume came in 8% below plan.
    • Closed locations came in 10% below plan.

This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down.
    • Complete leadership transitions associated with team 12b.
    • Determine the transition plan for leadership of team 13 due to the upcoming retirement of Jean Marie Ross.
    • Confirm the root cause of the reduction in output across operations.  Work to offset reductions with optimization across the teams.
  • Sales
    • Close UH, Ascension, ACMC NY and Northwestern Thoracic.
  • Customer Success
    • Onsite quarterly business review with Stanford leadership.
    • Remote quarterly business reviews with CCF Brain Tumor, Vanderbilt Transplant, UofL Jewish Hospital Transplant and Rush Hepatology.
    • Continuing to prepare for City of Hope volume merger occurring on 7/31.
  • Human Resources
    • Continue to execute on employee engagement action plan by completing high priority actions.

 

COMPANY UPDATES

IN CASE YOU MISSED IT…

Did you know that you can find all company updates on the employee website? Here is a roundup of the company messages that were sent to all staff last week:

Company Update – July 17 | Objectives and Key Results Update – June 2023 | Caring Together Connections Employee Newsletter [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. Or, click here to donate! Any contribution, big or small, will go directly to ACS Hope Lodge Operations which supports people with cancer, allowing them to be close to vital treatment when they need it most.

August 19 & 20 | Hyderabad Team Outing – Shuttle Badminton Sporting Event | Contact Pramod Kalidindi

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

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. The most money raised by an individual person will receive an eHealth Technologies SWAG basket! You do not need to attend the event in person to join the team and raise money for this cause.
  • 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

 

THANK YOU FOR VOTING!

Big thank you to everyone who voted for their favorites in the Q2 Workspace Decoration Contest! We are tallying up the votes and will be announcing the BEST THEME and MOST CREATIVE workspace at our next Town Hall meeting on August 2.

 

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

August 11 | 10-11 a.m. EST: Increase Ownership: Developing a Personal Leadership Mindset

 

PRACTICING GRACIOUS COMMUNICATION

Most of us want to communicate with kindness, but it can be challenging to convey warmth and compassion under frustrating, stressful, or maddening circumstances. Three practices can help you in your day-to-day interactions, as well as big, difficult conversations.

  • First, meet confrontation with grace. This means wearing a smile and exuding patience and courtesy when an employee brings you difficult news or challenges your decision-making. An open-minded tone will signal that you’re there to listen, process, and problem-solve—not to reprimand or enforce your own authority.
  • Next, give credit whenever you can. Recognizing your peers and showing them gratitude will engender their enthusiasm, hard work, trust, and loyalty.
  • Finally, give people space and clarity so you don’t catch them off guard. Schedule conversations in advance or ask them if it’s a good time to talk—and give them a quick preview of what you’d like to talk about.

These kind, simple gestures will give your counterpart an opportunity to prepare and make it clear that you’re interested in listening to their response.

This tip is adapted from “The Simple Power of Communicating with Kindness,” by Sally Susman