Company Update – November 13, 2023

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

• Operations
  • Helped advance the delivery of life-altering care for ~8,500 people last week!
  • Excess backlog continues to decrease! It went from ~3,650 to ~3,500 patients this week (with a 44% reduction in the past six weeks from 6,300 to 3,500).
  • Turnaround time has continued to decrease from 8.3 to 8.1 days, we expect this to continue to come down as backlog decreases.
  • Successfully split Access Hope to its own Operations Team
• Customer Success
  • Held remote QBR with Thomas Jefferson Transplant
  • Held onsite QBR with University of Wisconsin Transplant
  • Closed Net Promoter Survey end of day Friday
  • Went live with NYP Gyn-Onc
  • Finalized next step for improving patient authorization process
  • Engaged with Access Hope to understand root cause of not meeting volume projections.
• Technology
  • Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime
  • Metrics collection is progressing successfully, and being reviewed daily
• Product
  • Successfully identified and queried 10 patients for Kno2 pilot
  • Identified top providers for MRO pilot
  • Updated and successfully launched Product Metrics
  • Met with John Snow labs and Avanade about Structured Data partnership
• Sales
  • Closed / Won Northwestern Orthopedics 130K (volume still to be verified)
  • Finalized Corporate Video
  • Rolled out updated MBP documentation (Pre-Implementation) and the Sales Playbook to the entire commercial team
  • Social Posts for Beckers CEO / Veterans Day
• Human Resources
  • Managed staffing to meet demand. Forecasting to have 581 Team Members at the end of November.
  • Delivered ActivTrak updates to the IT team to move all team members to proper managers and add/remove required team members.
  • Celebrated Diwali in Aurangabad & Hyderabad
• Executive Leadership Team
  • Completed strategy session with board members to share YTD results, lessons learned to align on plans for 2024

Last Week’s Challenges:

• Operations
  • Closed locations / person / day came in at 9.6 compared to a forecast of 10.5
  • Patient volume came in 5% below plan
  • Closed cases came in 4% below plan
  • Backlog reduction has slowed down, only decreasing about 150 cases last week.
• Technology
  • 2024 Technology Strategy needed to be improved – Aldrich Capital CTO onsite Thursday and Friday to advise and recommend changes. The visit was productive.
  • K2 although not more disruptive than normal, still required reboots throughout the week

This Week’s Focus:

• Operations
  • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down with goal to have little to no excess backlog by Thanksgiving!
  • Present updated Demand/Staffing model to Operation Managers
  • Review changes needed to K2 Performance database to support an updated Pay for Performance plan
  • Continue working through Service Mapping / Time Study project
  • Share Operations Initiatives Roadmap with Leadership team
  • Investigate anticipated growth from UCSD and UC Davis expansions and make decision on UCSD/UC Davis Team Split
• Sales
  • Progress Frenova Renal Research, University of WI towards closing
  • Attending Beckers CEO + CFO 3-day event in Chicago. (Chris Coleman / Michelle Donowsky)
  • Present Deal Review for University of Wisconsin on Friday
• Customer Success Management
  • Hold onsite kick-off with UCSD North County Cancer Center and remote kick off with Memorial Hermann
  • Hold remote QBR with UVA Transplant
  • Hold onsite QBR with UPMC Transplant, UCSD Oncology, Cardiology and Transplant
  • Analyze NPS survey results.
• Technology
  • Finalize Technology strategy.
  • Determine root cause for K2 issue and put plan in place to resolve.
• Product Management
  • Create pilot plan for MRO pilot!
  • Complete retrieval of records from Kno2 portal and get all records from Operations to allow for document comparison and discuss and document potential workflow changes needed for Carequality project with operations.
  • Follow up with Realyze Intelligence to see how their document ingestion is going for Clinical Summary Solution Concept
  • Ensure Request API GTM Plan is fine-tuned and socialized.
  • Review proposals from Structured Data ML Providers
• Human Resources
  • Finalize US holiday party celebrations.
  • Complete US Benefits Open Enrollment
  • Complete Employee Engagement Survey
  • Complete Active Directory updates
  • Complete & launch employee engagement calendar for January

• Executive Leadership Team
  • Update 2024 strategic plan and board slides per board direction

PLEASE COMPLETE THE EMPLOYEE ENGAGEMENT SURVEY

You all should have received an email from ClearlyRated with a link to complete this year’s Employee Engagement survey. Your feedback is extremely important as we plan for 2024. Please be sure to complete the survey by this Friday, November 17. If you did not receive the survey email, please contact Amy Halter.

HELP DESK UPDATE

This is a friendly reminder that as of November 1, eHealth Technologies has ended its support contract with Ideal Integrations. We have brought the help desk duties in-house. Internally, the help desk duties will be handled by the IT Operations team. The operational hours of the help desk are from Monday – Friday, 7:00 am EST – 8:00 pm EST. To reach the help desk by phone, call 1.877.344.8999, option #4. You can also email the help desk at

helpdesk@ehealthtechnologies.com.

KUDOS CORNER SUBMISSIONS

This is a friendly reminder that our monthly newsletter now has a Kudos Corner! 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.

NOVEMBER OBSERVANCES & DE&I CALENDAR DATES

American Diabetes 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

Diwali acknowledges the life battle between good and evil or darkness and light. The victory of good over evil is celebrated during Diwali or the Festival of Lights. This celebration runs for five days in India during the Hindu months of Ashwin and Kartika. A great way to celebrate this in the workplace is to put lights around the breakroom with traditional Indian sweets like Mithai.

It’s important to know that Diwali is also an official holiday in many other countries including Trinidad & Tobago, Mauritius, Sri Lanka, Fiji, Singapore, Guyana, Malaysia, Pakistan, and Nepal.

We wish those celebrating a very Happy Diwali!

November 13 – 19 – Transgender Awareness Week / Transgender Day of Remembrance 

This week hopes to increase awareness about violence and gender identity issues in the transgender community. This week leads up to what is known as the Transgender Day of Remembrance, which honors those lost to anti-gay crimes including Rita Hester, a transgender woman who was killed. Participate in a vigil to honor the lives lost due to anti-gay violence in America and worldwide.

MICROSOFT TEAMS BEST PRACTICES

Whether you work in the same room as your teammates, a cubicle away, or across an ocean, maintaining a respectful chat etiquette can help you boost productivity, engagement, and connection with colleagues. We will soon be sharing a complete Microsoft Teams Etiquette and Best Practices document with all of you. The following is an excerpt from this document.

Before sending a Teams message, consider the following: Choose the right mode.

Review what you want to communicate and ask yourself, “Will this information be best sent by Teams message, email, phone, or meeting invite?” Choose which communication vehicle to use based on workstreams, recipient, and topic. Here are some rules of thumb:

• You should use Teams chat for ongoing collaborations with internal teams but use email for summarizing projects with external working groups or stakeholders.
• Move rapid back-and-forth conversations from email threads to quick Teams messages. This reduces email clutter and spares everyone’s full inboxes (including yours).
• If written chat messages are becoming unclear, offer to jump on a quick phone call. Sometimes this is the fastest way to resolve an issue and show that you value your team members’ time.
• If you need to provide constructive feedback to a team member, do so in a respectful manner, privately. You should never provide constructive feedback to a team member in a group chat setting. You may find that the feedback would be best given via meeting vs. Teams chat.
• Does the content of your message include office gossip or swearing? If you’ve answered “yes” to either of those questions, do not send the message at all. Please remember that this is a professional work environment and to be respectful of others as well as the company’s time and resources.