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!
- Completed a thorough review of staffing at the team level and overall with the current level of incoming volume, backlog, and productivity. Indicates a slight increase in hiring vs. previous forecast.
- New process whereby weekly performance goals are better tailored to each team’s incoming volume and backlog have boosted manager and team confidence and morale
- Promoted Ann Butcher to Operations Manager for Team 13 in anticipation of Jean Marie Ross retirement at the end of August
- Sales
- Received Security Approval from Ascension Health (Finally) – Agreement moving to signature.
- Delivered new 1 year amendment/extension to COH
- Finalized Rochester Business Journal Ad / Landing Page (Healthcare Power 30)
- Finalized all necessary booth, literature and announcements to support CIVITAS
- Customer Success.
- Launched UC Health GI and Radiation Oncology
- Complete quarterly business review with UPMC Transplant
- Technology
- Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime.
- Added an OCR engine to production to handle increased fax volume
- Product Management
- Reevaluated and reprioritized product development opportunities
- Development team has begun working on revisions to Outreach Work Queues Prioritization. Scheduled to be released on 9/5.
- Started multiple proof of concepts for structured data with partners
- Human Resources
- Managed staffing to meet demand and financial expectations. Currently have 559 Team Members against a forecast of 574 Team Members at the end of August
- Team members participated in the cancer research charitable event on Friday sponsored by Cleveland Clinic.
- Our Cares Committee held a fundraiser for the Hope Lodge (a home away from home for patients receiving cancer treatments in Rochester) and also cooked a dinner for 40 patients and their families. The team raised $1,200 for the Hope Lodge.
- Introduced a revision to the performance review process to change to a 5-star scale
Last Week’s Challenges:
- Sales
- Did not close Ascension St. John’s due to additional security questions.
- Did not close ACMCNY on 8/18 as expected – Close date is 8/21
- Operations
- Closed locations / person / day came in at 9.5 against a forecast of 11.4
- Turnaround time increased from 7.3 to 7.6 days
- Excess backlog increased from ~5,100 to ~5,800 patients
- Patient volume came in 5% below plan
- Closed locations came in 5% below plan
- Stanford and City of Hope SLA still exceeds 5-day threshold. Both teams are focused on lowering turnaround time and meeting SLA for the month.
- Technology
- DOU MFA suffered a national outage, IT Infrastructure team bypassed issue in 10 minutes to ensure team members could login and work for the day.
This Week’s Focus:
- Operations
- Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
- Intense focus to reduce TAT on Stanford and City of Hope.
- Reducing backlog on 12c, shifting two accounts (1 from 12b, 1 from 12c to 12a) to ensure volume is even across the 3 teams to hopefully limit the sharing of team members and be able to reduce backlog across the COH teams by >474 locations by end of the month. To set up teams for success for September’s SLA.
- Closed location goal achievement for all teams across Operations
- Finalize recruiting, hiring, and training plans aligned to the new forecast
- Sales
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- Close Ascension St. John’s
- Close ACMCNY
- Close UCSD North County Oncology
- Advance City of Hope 1 year amendment
- Customer Success
- Hold remote QBR’s with Barnes Jewish Hospital Transplant, UC Health Oncology, St. Lukes Transplant and Christiana Hospital Transplant
- Office Management
- Remove uninstalled office cubicles in Duffield
- Human Resources
- Continue to execute on employee engagement action plan by completing high-priority actions.
- Attend Duffield Q3 employee engagement event.
- Finalizing return to office plan & dress code
- Working on updates to departments/titles in Microsoft Active Directory
This Week’s Question:
How are you feeling today? Answer Here
RELAY FOR LIFE IS THIS WEEKEND!
Our Cares Committee has been hard at work spearheading a Relay For Life event in Wise, VA. The event kicks off this Saturday, August 26! Whether you are participating in person or virtually, there is still time to give back to this worthy cause. Our fundraising goal is $6,000 and we are 1/6 of the way there! If interested, you can click here to donate. Thank you to everyone who has donated so far! Every contribution, big or small, will make a big difference in the name of cancer research.
THE IMPORTANCE OF 1:1 MEETINGS WITH YOUR MANAGER
This is a friendly reminder that, per company standards, managers should be having a 1:1 meeting with their team members monthly, at a minimum. If you are a manager, please be sure to have a monthly recurring 1:1 meeting scheduled with your individual team members by September 1.
REMEMBER TO COMPLETE YOUR INDIVIDUAL DEVELOPMENT PLANS (IDPs)
Please be sure to complete your IDP by September 30, 2023. Once completed, you will work with your immediate manager to schedule a career discussion. Then you both will meet to finalize your IDP, utilizing your monthly 1:1 meeting to review and discuss the progress made against your plan at least twice a year. Should you need additional guidance and/or have questions about filling out this template, we encourage you to work with your manager to fill this out together at your next 1:1 meeting.
Link to Career Planning Process Tools & FAQs
INTRODUCING A NEW 5-STAR PERFORMANCE REVIEW SYSTEM
eHealth Technologies will be implementing a new 5-star performance review system as of September 1. A 5-star system will allow us to provide a more granular review of employee performance and is a common rating system used globally. Your managers will be reviewing this in a future 1:1 meeting with you. If you have any questions, please don’t hesitate to contact your HR representative.
REMINDER FOR REPORTING ISSUES
The Tech Operations team is currently reviewing all processes for reporting issues. Please continue to report issues with our internal systems, such as Outreach, via the portal: https://ehealthtechnologies.atlassian.net/servicedesk/customer/portals.
IN CASE YOU MISSED IT…
Caring Together Connections Newsletter – August
Monthly Objectives & Key Results Update – July
Celebrating Promotions & New Hires – July
EVENTS CALENDAR
August 24 | Duffield Team Outing @ King’s Sport Axe House | Contact Kaitlyn Stapleton
August 26 | Relay for Life Lonesome Pine – see details above for participation.
Sep. 2 | Rochester Team Outing at the Red Wings Game, Innovative Field. If you plan to attend, please take this survey by today, August 21.
MICROSOFT EXCEL RESOURCES
Do you ever wish you knew more about the ins and outs of Microsoft Excel? Whether you’re starting at a beginner, intermediate, or advanced level, it’s important to stay sharp! Click here to access a series of instructional videos that will introduce or reiterate skills that can be helpful throughout the day!
FREE VIRTUAL 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:
August 25 | 10-11 a.m. EST: Breaking Down Perceptions – Finding Common Ground | Learn tools to break down perceptions that impact relationships.
HOW TO GET FOLLOW-THROUGH WHEN YOU MAKE A REQUEST
Making requests of other people—the kinds that elicit real responses, not noncommittal ones like “sounds good” or “that should work”—doesn’t come naturally to most of us. Maybe you need something from a junior colleague in another department, or perhaps you need to ask a direct report to do some work that’s slightly outside of their job description. How can you make your ask in a way that ensures follow-through? Break down your request into four elements:
- What do you want, and what would success look like? Be detailed about your expectations and spell out exactly what would constitute a “good job.”
- Who do you want it from? Choose a specific person. When you make a request to a team or a group of people, it’s possible that each person will assume someone else will do the work.
- When do you need it done by? Attach a timeline to your request. Specificity will set crystal-clear expectations with your colleague, which will in turn save time and energy that you might otherwise spend checking your inbox and following up.
- Why is it important? Be clear about what’s behind your ask. By contextualizing your request, you’ll improve the chances that it lands gently—without diluting your power.
This tip is adapted from “Mastering the Art of the Request,” by Rae Ringel.