January 22, 2024
KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS
Last Week’s Accomplishments:
- Operations
- Helped advance the delivery of life altering care for ~7,600 people last week!
- Patients helped came in 1% above plan
- Held successful listening sessions in the Aurangabad and Pune offices with Dan, Sanket and Sanjeev
- Completed 1:1 meetings with all Operation Managers and Kelly
- Customer Success
- Remote Quarterly Business Reviews with Emory Transplant, UC Health Oncology, Duke Transplant and Carrum Health
- Onsite Quarterly Business Review with MUSC Health
- Technology
- On-site visit to India – meeting with team members.
- Overall system uptime came in at 99.995% against a plan of 99.995% with no major outages or downtime
- Product Management
- On-site visit to India – meeting with team members.
- Progressed expedited records with networks:
- Prep for Carequality stories
- SWAG/T Shirt sizing for initial Carequality stories
- Grooming for Carequality stories
- Updated Carequality business case with feedback from kick-off meeting
- Defined Kno2 portal workflow for regroup meeting
- Provided example stylesheets for most common types of requested records
- Prep for Carequality stories
- Progressed expedited records with copy services
- Determined next steps on how to implement copy service portals into Operations workflows
- Sales
- Progressed Frenova Renal Research forward towards closure –One contractual item remains. Determine 1/22 how to navigate the issue.
- Prepared / presented LAMP Plan for MUSC
- Human Resources
- Held weekly leadership learning session covering Servant Leadership and why it’s important for eHealth Technologies
- Held training on interviewing skills
Last Week’s Challenges:
- Operations
- Patient volume came in 5% above plan
- Operations ability to close cases was impacted by Fedex delays, and facility closures due to severe winter weather
- Closed locations / person / day came in at 8.7 compared to a forecast of 9.5
- Backlog increased 700 cases from 4,000 to 4,700 cases with City of Hope making up 36% of overall backlog
- Turnaround time remained consistent at 7.2 days
- Sales
- Did not close Frenova Renal Research as expected
- Tampa General Onsite Meeting was rescheduled from 1/19 to first week of February.
- Technology
- SalesForce sync with Operations Intake experienced instability. Working with vendors to ensure that systems are stable and reliable.
This Week’s Focus:
- Operations
- Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
- Continue to meet Team based CL/D/P goals each day
- Complete Draft 2024 Imaging Roadmap plan
- Report out Q4 2023 Operation Team Performances
- Finalize 2024 Training Calendar and share with Operations
- Communicate team member moves with Inova, Advocate and Oschner account moves
- Sales
- Receive signed Frenova Renal Research Agreement
- Commercial Team onsite in Rochester Office for 2024 Sales Kick Off
- Finalize presentation for Association of Cancer Executives speaking engagement with Blake Herring, Oncology Administrator at UVA.
- Customer Success Management
- Hold remote quarterly business reviews with Jewish Hospital Transplant and Mayo Clinic Jacksonville Transplant
- Technology
- Focus and accelerate technical aspects of the Carequality and MRO pilots, and RMS to cloud project
- Product Management
- Continue to focus on and progress expedited records projects (with networks and with copy services)
- Human Resources
- Continue to update job descriptions for all roles across the organization
- Finalize Q1 virtual wellness events kicking off in February!
- Select Learning Management System
- Review India and & US Handbook
Review India team members’ requests, prioritize them and create action plans for high-priority requests.
CALL FOR COMMITTEE MEMBERS!
As we kick off 2024, we are looking to add a handful of team members to each of our committees. We have three committees that work behind the scenes enriching many aspects of our experience here at eHealth Technologies. A brief introduction to each committee is below, if you are interested in joining, please send an email to your manager and Amy Halter outlining which committee(s) you are interested in joining and why. All committee members must meet the performance requirements for their role throughout their tenure.
Our Cares Committee, cochaired by Cara Boggs & Justin Sturgill is focused on philanthropy, finding ways to give back to our local communities through volunteerism and donation drives. Last year the team coordinated participation in several events, including Making Strides walks in Rochester, Duffield and Pittsburgh for breast cancer awareness, hosted a dinner at the Hope Lodge in Rochester, NY, and supported the Relay for Life Lonesome Pine, in Wise, VA. With a full calendar this year, the team would welcome additional support, and in particular, we are seeking an enthusiastic team member to launch new events across our India offices, to take the Cares Committee global in its reach!
Our Diversity, Equity, & Inclusion (DE&I) Committee is headed by Stacey Thomas and Kris Schorno. This year, DEI has been elevated to a company value, and this team champions diversity, equity, and inclusion (DE&I) awareness, initiatives, communication, outreach, and events at eHealth Technologies to foster strong employee engagement, drive business success, and reflect the communities in which we live and serve. As we continue to grow globally, this is an important committee looking to expand its efforts to raise awareness and enhance our programs to ensure we continue to foster a positive, inclusive workplace for all of us!
Finally, our Employee Engagement Committee, headed by Cari Bigelow, has been hard at work to deliver improvements across many areas to enhance our daily work. In 2023, they were instrumental in driving programs that helped with better communication, IT support, improved metrics, and pay, to name a few. This committee is ready for a co-chair and looks forward to continuing the 2023 initiative already underway and ensuring that suggestions for improvements in the employee satisfaction survey are addressed. The team is already brimming with ideas for 2024 and looking for enthusiastic, energetic team members to join in on the fun!
THIS WEEK’S OBSERVANCES
January 26: Republic Day
Republic Day in India is celebrated annually on January 26 to commemorate the adoption of the Constitution of India. This day marks the transition of India from a dominion under British Raj to an independent republic.
The Constitution of India was adopted by the Indian Constituent Assembly on November 26, 1949, and came into effect on January 26, 1950. The date was chosen because it was on this day in 1930 that the Declaration of Indian Independence (Purna Swaraj) was proclaimed by the Indian National Congress.
While India’s Independence Day (August 15) celebrates its freedom from British Rule, Republic Day celebrates the coming into force of its constitution. On this day, Dr. Rajendra Prasad began his first term of office as President of the Indian Union.
The celebrations include parades, holidays in schools, speeches, and cultural dances. The Republic Day parade is a televised event that millions of Indians watch from their homes. The parade begins on the newly constructed Kartavya Path, formerly known as Rajpath. The President raises the national flag, marking the start of the celebrations.
January 25: Mahayana New Year
Mahayana New Year is a Buddhist celebration that marks the start of a new year for followers of the Mahayana branch of the religion. It is celebrated on January 25, 2024 by Buddhists around the world 1. The term Mahayana encompasses Buddhist ideologies and philosophies. Mahayana is one of the two main branches of Buddhism and is mostly practiced in Northeast Asia — China, Japan, Tibet, Taiwan, Mongolia, and Korea. Each region has its own customs and traditions for practicing Mahayana Buddhism
January 27 – International Day of Commemoration in Memory of Victims of the Holocaust
Every year around 27 January, UNESCO pays tribute to the memory of the victims of the Holocaust and reaffirms its unwavering commitment to counter antisemitism, racism, and other forms of intolerance that may lead to group-targeted violence. The date marks the anniversary of the liberation of the Nazi Concentration and Extermination Camp of Auschwitz-Birkenau by Soviet troops on 27 January 1945. It was officially proclaimed, in November 2005, International Day of Commemoration in Memory of the Victims of the Holocaust by the United Nations General Assembly.
EVERYDAY LEADERSHIP
We truly believe that everyone, in every role, is a leader within eHealth Technologies. Leadership takes many shapes, and it is important to recognize the impact we all can have on each other, in all the work we do together. In Drew Dudley’s TEDx talk “Everyday Leadership,” he calls on society to celebrate leadership as the everyday act of improving each other’s lives. Dudley is the founder of Day One Leadership, where he works with individuals and organizations “to unlock their leadership potential.” His book, “This Is Day One: A Practical Guide to Leadership That Matters” asserts that everyone can become a leader in everyday life. Below is an excerpt from Chief Learning Officer, an interview with Dudley about why he thinks leadership is far more accessible than society deems it to be.
CLO: You believe leadership is not a characteristic reserved for the extraordinary. How do we need to redefine leadership?
We need to redefine leadership as a daily choice, instead of a set of accolades or achievements that are earned over time. Every day we get up in the morning, every single one of us. Whether or not we’re a leader is not determined by how much money we made or what our title is, it’s simply on how much we do in any given day that lives up to what leader does. Your leadership is evaluated daily by how many specific acts of impact, growth, empowerment, courage, class and self-respect that you demonstrate every day. Everybody has the capacity to create those acts. If you cannot point specifically to things you’ve done in a given day that live up to core leadership behaviors, I don’t care what you’ve done over the past 10 years, you’re not a leader that day. If we look at leadership like that, we all start at the same place, with an opportunity for and an obligation to live as leaders every single day. Leadership needs to be a practice, not a hobby. That way of looking at leadership is a lot more inclusive because it doesn’t allow people to rely on what they’ve done in the past; it must be re-proven through their actions every day.
I want to be clear, I don’t claim everybody can be CEO or a senior manager or start their own company, but there is a form of leadership to which we all can and should aspire. The type of leadership we’ve been taught to chase is one form of leadership, but it’s not the only type that should be celebrated. We need to acknowledge that for most organizations, the people who interact the most with the public —with customers and clients —play the biggest role in what people think of your company. Those are usually the people who are paid the least. It’s important that we recognize the powerful impact their behaviors have every day. When those behaviors reflect positively on their co-workers, clients and the community, we should be calling those moments leadership.
CLO: How can learning leaders help people find the leader within themselves?
Point it out to them. Leadership recognized is leadership created. If you want to create more leadership within the organization, the first step is to better recognize that which surrounds us already. For better or for worse, the things that make us feel good when we do them are the things that we are driven to do over and over again. It’s why we binge on carbs, because it makes you feel good when you do it. Ultimately, when we let moments of leadership pass by and we don’t recognize them, we’re missing an opportunity to reinforce and make them happen more often. When somebody engages in a behavior that is beneficial to an organization, their team, themselves or you personally, and you let it slip by, you haven’t recognized the moment of leadership, and you’ve made it less likely that it would be repeated.
Help people identify their own personal values. Most people don’t know what they are because we grew up being taught that we should pay the most attention to the things on which we’re going to be tested. It’s important to realize that you are surrounded by people who were never tested on their values. We never asked, “What are the criteria you’re going to use to make the most difficult decision?” Organizations spend a lot of time and money identifying the core company values. Managers and educators don’t spend any time helping their employees unlock their own personal values because they think it’s none of their business. A learning leader’s job isn’t to tell people what their personal value should be; it’s to make sure they know what they are, so they get the opportunity to live those values through their work.
CLO: What are some small steps people can take to become effective leaders?
If you’re going to help other people identify their values, you have to start by identifying your own. When you come up with those values, define them clearly. What does each one of those words mean? When you identify and define your core values, you’ve created a list of criteria for decision-making — both personally and professionally. Often, the option that’s most consistent with your list of values sucks. It’s not the one that avoids the most punishment; it’s not the one that allows you to look the best, or even stay in the job or remain in the relationship. But it’s always the decision you were happiest you chose five years from now. When you are faced with a difficult personal or professional decision, ask yourself: What would the person I want to be do in this situation? Then do that. Leaders do not make decisions based on what will avoid the most consequences right now. They make decisions based on what aligns with their values.
CLO: By consciously stopping to look for external approval and refusing to “play the game,” how do we empower ourselves to lead better?
When you’re driven by external approval, your focus is on trying to please others. The biggest question driving behaviors in your life is: What do I have to do? Leaders are driven by an entirely different question: Who do I have to be? Who do I have to be to be the type of person who is great at that job? Who do I need to be to be the type of person who makes everyone around me shine brighter? When you focus on what you have to do, your focus is on pleasing others. When you ask who do I need to be, it’s about what you expect from yourself. That shifts your focus to who ultimately has to be satisfied with your life. The question becomes: What is it that I expect from myself? And can I prove to myself that I live that today? That is a far more effective way of being the type of person you want to be and the type that inspires others to be better as well.
CLO: What advice can you offer on how to work with people whose leadership styles differ from yours?
The foundation of every interpersonal or organizational dysfunction is fear. People are afraid they’re going to have something taken away: money, influence or power. Or they’re afraid they’re going to be given something they don’t want: more work or something they don’t have the skill for. The question to ask yourself is, what is this person afraid of? They often don’t realize it. When you can address a dysfunction at the level of the fear that causes it, rather than by addressing the behaviors that emerge from that fear, you’re always going to be better off. Use these three words as a mantra: Elevate, don’t escalate. When you’re getting frustrated, run those three words through your head. Leaders elevate situations, they never escalate them. Elevating means trying to succeed, and escalating means trying to win.
LEARN ABOUT RISK FROM RADON
You can’t see, smell or taste radon, but it could be present at a dangerous level in your home. Radon is the leading cause of lung cancer deaths among nonsmokers in America and claims the lives of about 21,000 Americans each year. In fact, the EPA and the U.S. Surgeon General urge all Americans to protect their health by testing their homes, schools and other buildings for radon.
Exposure to radon is a preventable health risk and testing radon levels in your home can help prevent unnecessary exposure. If a high radon level is detected in your home, you can take steps to fix the problem to protect yourself and your family.
Things You Can Do During National Radon Action Month
- Test your home – EPA and the U.S. Surgeon General recommend that all homes in the U.S. be tested for radon. Testing is easy and inexpensive.
- Learn more about testing your home, including how to obtain an easy-to-use test kit.
- Attend a National Radon Action Month event in your area – Look for radon events in your community.
- Spread the word
- Spend time during National Radon Action Month encouraging others to learn about radon and test their homes.
- Tell your family and friends about the health risk of radon. Encourage them to test their homes.
- Plan an activity in your community to help raise awareness.
- Write an op-ed or letter to the editor using samples from the event planning resources.
- Attract media attention by working with a local official to get a radon proclamation.
- View EPA’s free radon publications.