Company Update: October 2, 2023

October 2, 2023

Leadership Notes

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

• Operations
  • Helped advanced the delivery of life-altering care for ~8,600 people last week!
  • Excess backlog reduced from ~6,300 to ~6,100 patients
  • Patient volume came in on plan
  • Transcarent pilot going well with 53 cases with 112 locs have been submitted and 21 cases with 41 locs have been closed – TAT is at 3.89 days half way through the pilot
• Customer Success
  • Kicked off Call with Schwarzman Animal Medical Center
  • Kicked off Indexing Set Up Optimization Project
  • Launched NYP Concierge
  • Remote QBR CCF Spine
• Technology
  • Overall system uptime came in at 99.98% against a plan of 99.9% with 0 major outages and ~30 minutes of downtime in Hyderabad due to a bad internet connection.
• Sales
  • Closed major expansion with Access Hope
  • Closed extension with City of Hope-Patient Access for 12 months
• Human Resources
  • Managed staffing to meet demand and financial expectations. Currently have 598 Team Members against a forecast of 598 Team Members at the end of September

Last Week’s Challenges:

• Sales
  • Did not close Memorial Hermann or Ascension as forecasted.  Both deals are still expected to close in October.
• Operations
  • Closed locations / person / day came in at 9.5 against a reforecast of 9.7.
  • Turnaround time increased from 8.4 to 8.5 days
  • Closed cases came in 3% below plan
  • While we made progress on the COH and Stanford we continue to exceed the required TAT SLA measure.
• Technology
  • The ACT internet connection in Hyderabad experienced degradation and we failed over to our TATA internet connection. This took ~30 minutes to complete.
• Human Resources
  • Sudden departure of trainer led to adjustment of plans for the incoming Duffield class starting 9/25.  Thank you to Cari Bigelow and Brian O’Neill for scrambling to cover this training session!

This Week’s Focus:

• Operations
  • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
  • Complete revised staffing plan, breakout key customers (including Access Hope), move clients from domestic to global where applicable and rebalance teams. Plan to review this with the Operations Managers at Wednesday Operations Leadership Meeting.
  • Start out the month of October achieving all SLAs and continuing to work down TAT and overall excess backlog
• Sales

• • Advance Memorial Hermann, expansion with Northwestern and Ascension St. John’s with plans to close in October
  • Close City of Hope 1 year amendment with Pathology

• Customer Success
  • Remote QBRs with Duke Oncology, Mayo Clinic VSO/COE, Vanderbilt Surgery, Vanderbilt Transplant and Carrum Health
  • Finalize NPS survey list and communication plan
  • Kick-off UCSD North County Cancer Center
• Office Management
  • Touring offices in Rochester to prepare for 2024 move
• Human Resources
  • Customer Service Appreciation Week Celebration!

THIS WEEK IS CUSTOMER SERVICE APPRECIATION WEEK!

Happy Customer Service Appreciation Week! Earlier today we shared a list of exciting activities you can expect this week. We’re resharing them here! Mark your calendar to make sure you don’t miss out on this week’s events!

OCTOBER IS BREAST CANCER AWARENESS MONTH

In honor of Breast Cancer Awareness Month, the eHealth Technologies Cares Committee is participating in three Making Strides Against Breast Cancer events across the Rochester, Duffield, and Pittsburgh office locations. Event information is below:

• • October 21 | Pittsburgh, PA, USA | Click Here to Join
  • October 21 | Bristol, VA, USA | Click Here to Join
  • October 22 | Rochester, NY, USA | Click Here to Join

Our goal is to raise $2,000 for each of the Making Strides events above. Please consider joining our efforts for this worthy cause – you can participate in person or virtually. We will be having a friendly competition between offices – the office or team that raises the most funds for their event will receive bragging rights and a framed certificate in their office for a year! If you aren’t located near one of the participating offices, you can support your fellow team members by sharing their Making Strides event link above on your social media channels and/or donating to their fundraising page. If you have any questions, please don’t hesitate to reach out to the Cares Committee.

ADDITIONAL OBSERVANCES & DE&I CALENDAR DATES

Month-long observances:

• Bullying Prevention Month
• Domestic Violence Awareness Month
• Filipino-American Heritage Month
• German American Heritage Month
• Global Diversity Awareness Month
• Italian-American Heritage Month
• LGBTQ History Month
• National Disability Employment Awareness Month
• National Work and Family Month
• Polish-American Heritage Month
• Family History Month

THIS WEEK

• October 2 – Gandhi Jayanti, an event celebrating the birth of Mahatma Gandhi. It is observed annually on October 2 and is one of the three national holidays of India. This observance also coincides with International Day of Nonviolence, in honor of Gandhi.
• October 6 – National German-American Friendship Day. On this day in 1683 the first significant group of German immigrants arrived in the New World.
• October 6 – Shemini Atzeret/Simchat Torah (Jewish) (Sunset Oct 6 – Nightfall Oct 7) – this is a Jewish religious festival on the eighth day of Sukkoth (Feast of Booths).
• October 7 – Simchat Torah Jewish Holiday (Sundown Oct 7 to Sundown Oct 8) – this is a celebration, often accompanied by dancing and singing, to mark the completion of the annual reading of a particular section of the Torah.

HELPFUL REMINDERS & RESOURCES

Submitting an IT Support Ticket

If you are ever having IT issues, or something isn’t working as it should, please submit a support ticket using this link: Click Here Be sure to bookmark this page if you haven’t already!

We Have an Employee Website!

Did you know that we have a centralized place where you can see all company news – including these weekly emails – company event information, learning resources, and tools, all in one place? You never have to fish through your emails to find that important update, or that assigned survey link – global team member communications can always be found by visiting www.ehealthtechnologies.info – enter the password eHealth@home. We encourage you to bookmark this page for easy access!

U.S. Open Enrollment Coming Soon

For U.S. team members – be on the lookout for information about Open Enrollment and important deadlines – coming very soon!

A SPOTLIGHT ON OPEN POSITIONS

At eHealth Technologies we prefer to promote and hire from within. You can always check our Careers page to see if there is an open position that interests you. Not sure if you qualify for the role? Have a conversation with your manager about your interest and eligibility.

ROLE OF THE WEEK: Mailroom Operations Coordinator

ROLE HIGHLIGHTS: This position is a member of eHealth Technologies’ Fulfillment team, playing a pivotal role in delivering critical patient information as requested by customers. Responsibilities include ensuring customer imaging requests are processed in a timely manner, utilizing the internal traveler system to retrieve patient info for processing, and more. For more information, click here for the full job description.