June 19, 2023

Leadership Notes

 

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life-altering care for ~8k people last week!
  • Technology
    • Overall system uptime came in at 99.99% against a plan of 99.9% with a slight outage with a third-party vendor (Five9s).
  • Customer Success
    • Completed onsite quarterly business reviews with City of Hope Patient Access and Banner Health Transplant.
    • Completed virtual quarterly business reviews with UCLA Kidney Transplant and Mayo Clinic COE – Minnesota.
    • Launched wave 2 of UVA implementation.
  • Sales
    • Completed call with Transcarent privacy team and addressed global security concerns by ensuring that only domestic team members will have access to their patient information.
  • Human Resources
    • Continued to execute on employee engagement action plan by completing high-priority actions.
    • Managed staffing to meet demand and financial expectations. Currently have 542 Team Members against a forecast of 523 Team Members at the end of June.

Last Week’s Challenges:

  • Customer Success
    • City of Hope escalated performance concerns and scheduled a call for this week with sourcing organization.
  • Sales
    • Did not close UC Health Radiation Oncology, University Hospital Cleveland Medical Center-Transplant and Transcarent.
  • Operations
    • Closed locations/person/day came in at 10.2 against a forecast of 10.9. Monday was an especially low day coming in at 9.0 largely driven by very poor City of Hope performance, we implemented the new indexing and document delivery workflow.
    • Patient volume came in 8% below plan.
    • Closed locations came in 3% below plan.
    • Excess backlog only decreased from ~4,200 to ~4,100 patients.
    • Turnaround time remained at 7.6 days.

 This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down.
  • Sales
    • Close UC Health Radiation Oncology, University Hospital Cleveland Medical Center – Transplant and Ascension St John’s
    • Determine next steps to close Transcarent.
  • Customer Success
    • Launch City Of Hope HIM and Rocket Pharma
    • Hold virtual quarterly business review with UH Total Joint and VCU Transplant
    • Finalize City of Hope retention plan and complete call with sourcing.
  • Human Resources
    • Continue to execute on employee engagement action plan by completing high-priority actions.

 

UPDATES

Thank You!

I’d like to thank you all for attending last week’s Town Hall meeting, where we took the opportunity to provide year-to-date results, recognize many team members, review our product development roadmap, results from our employee engagement action plan, and updates from the Cares Committee. Following the meeting, we also shared the latest objectives and key results update, which can be found here. (Password: eHealth@home)

In Case You Missed It…

Last week we distributed our monthly employee newsletter to all staff. Thank you to those who contributed content! You can access the newsletter here.

Upcoming Events

Mark your calendars for the following team events and Cares Committee activities. More details to come in the coming weeks!

  • June 29 | Rochester Team Outing @ Jeremiah’s Tavern
  • August 16 | Hope Lodge Dinner & Fundraiser, partnering with Belhurst Castle & Winery in Geneva, NY – More info to come!
  • August 25 | Duffield Team Outing @ King’s Sport Axe House
  • August 26 | Relay for Life Lonesome Pine – click here to join the team in person or virtually, and stay tuned for fundraising opportunities!

 

REMINDERS

 

12 More Days Left to Enter!

Submit a photo of your workspace for a chance to win awesome prizes, like a Keurig coffee or espresso machine, a standing desk, and more! Send your submissions to BrilliantIdeas@eHealthTechnologies.com and your peers will vote on their favorites. Good luck!

 

LEARNING RESOURCES

Free Dale Carnegie Workshops

Can I ask you a question?

How many of you find these workshops helpful? Are there particular workshops you’ve attended in the past that you think your fellow team members would enjoy? Resources, books, and/or webinars that have helped you professionally, and you’d like to spread the word? Let us know! Email jharmor@redpursemarketing.com.

These workshops are a great way to connect with your peers, learn something new, and apply what you’ve learned to your everyday roles:

June 23 | 10-11 a.m. EST: How to Make Each Person Feel Heard: Active Listening

July 14 | 10-11 a.m. EST: The Art of Storytelling: Increasing Our Impact

 

The Connection Between Exercise and Work Performance

Exercise isn’t only good for your physical well-being—research finds that it can also vastly improve your ability to perform at work over time. If you’re finding yourself sitting more and moving less, as many of us are in this era of hybrid and remote work, how can you become more physically active throughout your workweek?

  • Start by making exercise a daily habit. Remember that some activity is better than none—even just 20 minutes of moderately intense exercise, like a jog or short bike ride, can improve your quality of sleep and lead to cognitive benefits the next day.
  • The WHO recommends that adults ages 18 to 64 years engage in at least 2.5 hours of moderately intense or at least 1.25 hours of highly intense physical activity each week.
  • Finally, make it fun! Try out different classes and routines until you discover the one that works for you. Maybe even consider making exercise a social activity you do with a friend or a partner. When you enjoy exercising, you’ll be more likely to develop it as a consistent habit over time.

This tip is adapted from “To Improve Your Work Performance, Get Some Exercise,” by Bonnie Hayden Cheng and Yolanda Na Li