Company Update: October 23, 2023

Weekly Update – October 23, 2023

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

• Operations
  • Helped advance the delivery of life-altering care for ~8,700 people last week!
  • Excess backlog continues to decrease! It went from ~5,100 to ~4,400 patients this week (with a 30% reduction in the past four weeks from 6,300 to 4,400).
  • Turnaround time has begun to decrease from 8.7 to 8.5 days, we expect this to continue to come down as backlog decreases.
  • City of Hope’s turnaround time remains under 5 days achieving the month-to-date SLA . Great work by the City of Hope Teams!
  • Finalized details for the Stanford Team split to occur on 10/21
  • Integrated 32 trainees into their respective teams within Operations
  • Completed Operations Leadership engagement meetings in Rochester to review action plan, and received positive feedback and additional recommendations
• Customer Success
  • Held onsite QBR’s in Chicago with Northwestern Oncology, Cardiology and Neurosurgery
  • Held onsite QBR and optimization session in Pheonix with City of Hope Patient Access
  • Completed remote QBR with University of Nebraska Transplant and Northwestern Lake Forest
• Technology
  • Overall system uptime came in at 99.99% against a plan of 99.9% with 0 major outages
  • City of Hope had internal system challenges and we were able to continue to support and deliver for them.  Great job IT team!
• Sales
  • Signed Memorial Hermann Transplant opportunity
  • Signed Mayo Clinic Image Integration Transplant
• Marketing
  • eHealth Technologies is honored to be named to the 2023 Tech 50 as one of just five organizations in the MedTech/Health IT space.  Our compassionate team is constantly looking for innovative ways to improve both the clinician and the patient experience!  Congratulations eHealth Technologies Team!
• Human Resources
  • Managed staffing to meet demand and financial expectations. Currently have 591 Team Members against a forecast of 602 Team Members at the end of October
  • Rolled out and trained all Managers on 9 Box and asked them to complete by the end of October
  • Welcomed Yvonne Crowder to the HR team!

Last Week’s Challenges:

• Operations
  • Closed locations / person / day came in at 9.6 compared to a forecast of 10.7
  • Patient volume came in 7% below plan
  • Closed cases came in 2% below plan

This Week’s Focus:

• Operations
  • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
  • Formalizing Operations initiatives plan and roadmap
  • Complete the planning for the creation of the new Access Hope Team
  • Complete the setup and personnel planning for the accounts moving from domestic to global teams
  • Complete Stanford SLA Compliance Case Review to understand where we are with meeting October SLA
  • Create Service Map / Time Motion Study timeline and begin meeting deliverables
• Sales

• • Advance expansion with Northwestern and Ascension St. John’s with plans to close in October

• • Advance Frenova Renal Research/Fresenius Opportunity-deliver complete agreement and confirm that they have financial details worked out with Nephronomics
  • Finalize trip details to Moffit Cancer Center with the goal to be onsite in early November
• Customer Success
  • Onsite QBR with Stanford Leadership, Oncology, Cardiology, Digestive Health, Neurosurgery, and Orthopedics
  • Remote QBR’s with Jewish Hospital Transplant, Thomas Jefferson Transplant, Vanderbilt Transplant, CCF Brain Tumor
  • Onsite workflow discussion with Schwarzman Animal Medical Center
  • Work with product team to determine customer engagement plan for clinical summary as customer are interested in the solution to improve clinician experience
  • Work with legal and product team to determine optimal patient authorization position and process
• Technology
  • Align on technology strategy/plan to reduce legacy technical debt, cloud migration strategy, plan to reduce Ops help desk tickets and plan to elimate 200+ remote desktops
• Human Resources
  • Support American Cancer Society by participating in American Cancer Society Making Strides events
  • All managers to complete 9 box and share results with VP of HR
  • Finishing ActivTrak and Active Directory updates
  • Preparations for US benefits open enrollment
  • Onboarding for the new class starting today in Aurangabad
  • Planning for holiday celebrations for all offices
• Executive Leadership Team
  • Onsite quarterly strategy meeting in Pittsburgh to draft 2024 Objective and Key Results including financial plan

MAKING STRIDES AGAINST BREAST CANCER

Thank you to everyone who participated and/or donated to support the American Cancer Society this past weekend. A huge shoutout to our Cares Committee for leading this event in three cities! Together as a team we were able to raise $5,457 and counting to support cancer research and provide resources in the communities we serve. Thank you!

IN CASE YOU MISSED IT…

Our October issue of Caring Together Connections came out last week. Click here if you haven’t had a chance to read it! We have a new feature within called the “Kudos Corner” that we will be showcasing in all employee newsletters moving forward. We encourage you to share appreciation when you’d like to recognize team members who have gone above and beyond or provided your team extra support. If you’d like to contribute a future submission for the Kudos Corner, please send an email to BrilliantIdeas@eHealthTechnologies.com.

FEATURED OPEN POSITION: IMPLEMENTATION MANAGER

We are hiring an Implementation Manager to join the eHealth Technologies team. This role is responsible for leading new client and expansion implementations partnering with both the Sales and Customer Success Management team to ensure successful adoption of the eHealth Technologies platform. The Implementation Manger will work with new clients to fully understand their business and how eHealth Technologies can help meet their goals to ensure a sustainable partnership. They will assess client requirements, create project plans, and ensure implementations are completed on time and within budget. This individual will need to be able to manage multiple projects simultaneously and develop solutions to problems that may arise during implementation. For more information about this open role and to apply, click here.

BRAND AND MARKETING RESOURCES

Earlier this month we shared some helpful links to important information and resources that can be used to best convey who we are and what we do at eHealth Technologies. Please start familiarizing yourselves with our company’s elevator pitch and various brand and marketing collateral – all information can be found here, including a link to our shared  Sales and Marketing folder, which has our company logo, PowerPoint template, letterhead template, and more. If you have any questions about how to use these items, contact Cara Bowen, Associate Director of Marketing.

CYBERSECURITY AWARENESS MONTH TIPS

Visit the employee website to find a variety of recommended tips to protect yourself from cyber-attacks. As the tips are released, we will add them here. (password: eHealth@home) Here are the latest tips – click the link to learn more:

Tip #15: Combat the cyber labor shortage

Tip #16: Be sure your vCISO is separate from your IT operations

Tip #17: Protect against nation-state attacks

Tip #18: Incorporate cybersecurity reporting in your ESG approach

Tip #19: Safeguard your digital supply chain

Tip #20: Stabilize the cyberthreat moving target with a cybersecurity risk assessment

Tip #21: Conduct ransomware simulations to bolster your defense

OCTOBER OBSERVANCES & DE&I CALENDAR DATES

Breast Cancer Awareness Month ● 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

SUPPORTING A COLLEAGUE WITH BREAST CANCER

Breast cancer is the most common cancer diagnosis worldwide. Chances are you’ll work with a person who is diagnosed with breast cancer at some point in your career. Do you know how to best support them during one of the most challenging times of their lives? Here are some tips to help you show up in an authentic—and respectful—way.

The most important thing? Follow their lead. Some people will want to open up and some won’t. For some, their work life may offer a haven from the realities of living with cancer, and they may not want to talk about cancer and all that it entails—if so, honor that.

Don’t be afraid to make small gestures, like sending a card or short message. If you choose to go this route, avoid generic platitudes. And remember, not everyone is seeking positivity. Sometimes just reiterating “This sucks” is heartening.

Check in periodically, and be mindful of how they respond. This will allow your colleague not to have to volunteer updates on their progress or treatment. And if they don’t want to discuss it, respect that and move on.

Be proactive and generous about taking care of small stressors so they don’t have to, especially around surgery and treatment days. And fill them in on any calls or meetings they miss so they don’t feel out of the loop.

This tip is adapted from “Better Ways to Support a Colleague with Breast Cancer,” by Jessica Zucker and Sara Gaynes Levy.