KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

 

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life altering care for ~8,700 people last week!
    • Excess backlog continues to decrease! It went from ~4,400 to ~3,900 patients this week (with a 38% reduction in the past five weeks from 6,300 to 3,900).
    • Turnaround time has continued to decrease from 8.5 to 8.4 days, we expect this to continue to come down as backlog decreases.
    • City of Hope turnaround time remains under 5 days achieving the month to date SLA . Great work by the City of Hope Teams!
    • Closed cases came in on plan
    • Successfully split the Stanford Team to allow more focus by the team
    • Promoted Aubrey Pusey to Operations Manager for the new Access Hope team beginning November 6th (Congratulations Aubrey!)
  • Customer Success
    • Held onsite QBR with Stanford Leadership, Oncology, Cardiology, Digestive Health, Neurosurgery, and Orthopedics
    • Held remote QBR’s with Jewish Hospital Transplant, UCLA Small Bowel, Scripps Cancer Center & Colorado Cancer Center
    • Held onsite workflow discussion with Schwarzman Animal Medical Center
  • Technology
    • Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime
    • Presented proposed 2024 technology strategy to the executive leadership team
  • Sales
    • Signed Service Extension Request Form (“SERF”) that extends our services into UC Davis-Liver Transplant & Liver Surgery and Northwestern Cancer Center
  • Human Resources
    • Managed staffing to meet demand and financial expectations. Currently have 598 Team Members against a forecast of 599 Team Members at the end of October
    • We have been working internally to realign the HR team to provide a better overall experience to our team members.  We have completed some internal transitions and will be sharing details of this with everyone around November 1st as we complete the shifts.
    • We’d like to thank Rachel Carpenter for her Brilliant Ideas suggestion to introduce decompression areas in our workspaces.  These areas would give a spot for an employee to be able to take a short break from work to have a moment of relaxation and, may have a moment to exchange ideas.  The work has begun to create Zen Zones in each of our offices to offer this respite for our team members.  They are all started, but a work in progress, if you have any feedback or suggestions, please send a message to brilliantideas@ehealthtechnologies.com
  • Executive Leadership Team
    • Aligned via an onsite quarterly strategy meeting in Pittsburgh to draft 2024 objective and key results including financial plan

Last Week’s Challenges:

  • Operations
    • Closed locations / person / day came in at 9.5 compared to a forecast of 10.7
    • Patient volume came in 5% below plan
    • Miss on Stanford and Mount Sinai October SLA’s
    • Some Ops team members frustrated with move to new teams to realign to ensure that we can best support our customers
    • Fax issue caused backlog in Reports in Operations

 

This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down.  Let’s close October on a high note to have a successful November!
    • Operations Leadership to align on Q4 Team goals with completion of Operations Rebalance
    • Continue to build out the updated Demand/Staffing model for all teams within Operations
    • Share proposed changes to Operations Quality Process with Executive Team and Operations Leadership and gain feedback
    • Formalizing Operations initiatives plan and roadmap
    • Create Service Map / Time Motion Study timeline and begin meeting deliverables
  • Sales
    • Advance expansion with Northwestern and Ascension St. John’s
    • Advance Frenova Renal Research/Fresenius Opportunity-confirm that they have financial details worked out with Nephronomics by November 10th
    • Finalize trip details to Moffit Cancer Center with the goal to be onsite in mid November
  • Customer Success
    • Remote QBR with Vanderbilt Transplant CCF Transplant, CCF Brain Tumor, Mount Sinai Transplant, St. Lukes Transplant
    • Work with legal and product team to determine optimal patient authorization position and process
    • Send out annual customer NPS survey to get direct feedback from customers
  • Technology
    • Finalize technology strategy/plan to reduce legacy technical debt, cloud migration strategy, plan to reduce Ops help desk tickets and plan to eliminate 200+ remote desktops
  • Human Resources
    • Continued holiday celebration planning
    • Updated Active Directory (now 90% complete, and will be released by office location)
    • Finalize US benefits open enrollment
    • Finalize annual employee satisfaction survey to be released in November
  • Executive Leadership Team
    • Finalize board presentation and strategy session materials in advance of next week’s meetings

SUBMIT YOUR HOLIDAY PTO REQUESTS!

The holidays are just around the corner, and this is your friendly reminder to make sure you’re submitting your PTO requests now. This will prevent an influx of requests at the last minute, and we want to make sure we have sufficient time to review the requests so that we can staff appropriately. Thank you!

HALLOWEEN PHOTO CONTESTS!

Halloween is right around the corner, and what better way to celebrate than with a couple photo contests? Details are below!

Photo Contest #1

How do you celebrate Halloween? What are you dressing up as this year? Is your house decked out in ghoulish style? Are your kids and/or pets excited to dawn their favorite characters while they scour the neighborhood for their favorite treats? We want to see it all!

Photo Contest #2

Do you like to decorate your workspace for Halloween? Does a spooky coworker make their appearance this time each year? Do mysterious creatures creep into your routine meetings? Document your creativity!

Send us a photo for one or both contests by end of day Wednesday, November 1. You will have a chance to win a prize! Please send all photos to BrilliantIdeas@eHealthTechnologies.com.

Photos may also be used externally. If you would not like your photo to be shared externally, please indicate this in your photo submission email.

COMPANY HOLIDAY EVENTS

Our team is in the process of making plans for office celebrations this December. Be on the lookout for information by office location! If you are in the Rochester office and haven’t taken our interest survey yet, please click here and complete the survey by November 3. Thank you!

 

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 Manager 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.

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 #22: Level up your defenses with threat-informed testing

Tip #23: Set up a security operations function apart from IT

Tip #24: Develop and communicate your Bluetooth use policy

Tip #25: Establish a data governance framework

Tip #26: Augment your antivirus tools with EDR

Tip #27: Know where sensitive data resides and monitor its use

Tip #28: Level-set cyber controls and consider captive coverage

NOVEMBER OBSERVANCES & DE&I CALENDAR DATES

National Adoption Month ● American Diabetes Month ● Aviation History Month ● Bereaved Siblings Month, Worldwide ● Diabetic Eye Disease Month ● National Epilepsy Awareness Month

  • National Family Caregivers Month ● National Long-Term Care Awareness Month ● Lung Cancer Awareness Month ● National Marrow Awareness Month ● National Native-American Heritage Month ● Prematurity Awareness Month

THIS WEEK

October 30 October 31 November 1 November 2 November 3 November 4 November 5
  Halloween,

Reformation Day, Day of the Dead

 All Saints’ Day, Samhain        

 

A REMINDER ABOUT WORKPLACE ETIQUETTE

As we gain new employees and become more ingrained in our hybrid work schedules, it’s important to refresh ourselves with the company’s code of conduct and best practices for workplace etiquette. Our code of conduct can be referenced in our Employee Handbook, which lives on Paylocity and Qualio. Below we’ve highlighted some areas where gentle reminders are needed. Please remember to always keep it professional, whether you are working from home or in one of our offices.

Professional Behavior

  • Treat your colleagues, superiors, and subordinates with respect, courtesy, and professionalism. Be mindful of their feelings, opinions, and personal space.

Professional Attire

  • Dress appropriately for the workplace and be sure to follow the company’s dress code.

Professional Language/Communication

  • Be a good listener and allow others to express their thoughts and ideas.
  • Use clear, concise, and professional language in all written and verbal communication.
  • Avoid using offensive language or engaging in gossip or office politics.
  • Respond promptly to emails and voicemails.
  • Use a professional tone in written communication.

If you have any questions, please contact your HR representative.