KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS
Last Week’s Accomplishments:
· Operations
o Helped advance the delivery of life-altering care for ~8,500 people last week!
o Excess backlog continues to decrease! It went from ~3,500 to ~3,000 patients this week (with a 52% reduction in the past seven weeks from 6,300 to 3,000)
o Turnaround time has continued to decrease from 8.3 to 7.9 days, we expect this to continue to come down as backlog decreases
o Six Operation Teams have qualified for the Black Friday Incentive and just need to maintain through the next week
· Customer Success
o Held onsite kick-off with UCSD North County Cancer Center and remote kick-off with Memorial Hermann
o Held remote quarterly business reviews with UVA Transplant and Fred Hutchison Oncology
o Held check-in with Tampa General Transplant
o Held onsite quarterly business review with UPMC Transplant, UCSD Oncology, Cardiology and Transplant
o Started analyzing NPS results and made the decision to extend Customer Satisfaction Survey due to lower than expected response rate
o Helped City of Hope (team 12a) with aged cases follow-ups to continue to reduce turnaround time
· Technology
o Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime
o K2 – Downtime and reboots eliminated. System has been stable and performant
o City of Hope – Assisted the City of Hope IT team in getting their connectivity issues resolved. Files are flowing.
o Product and Engineering metrics collection is progressing successfully, and being reviewed daily
· Product Management
o Began record comparison for Carequality proof of concept>Reviewed 8 locations so far, 7 out of the 8 locations could be closed completely; those cases would not require additional outreach.
o Established timeline and actions for MRO proof of concept
o Met with Johns Hopkins for technical discussions around Request API pilot
· Sales
o Social posts for Beckers CEO/CFO, Pittsburgh Tech50, Hiring in Rochester and India / Happy Diwali
o Attended Beckers CEO / CFO Annual Round Table Event – Chicago IL
o Progressed Frenova Renal Research forward towards Closure
o Supported onsite QBRs at UCSD and UPMC
· Human Resources
o Managed staffing to meet demand. Forecasting to have 581 Team Members at the end of November.
o Finalized the Duffield holiday party location & date (check your email for your invitation for the party on December 14th!)
o Delivered the monthly leadership learning session focused on mentoring/coaching team members
o Finalized topics for the January engagement calendar, dates being finalized so we can publish the plans
o Completed US Benefits Open Enrollment
· Compliance (Data Privacy and Information Security)
o Submitted all evidence to the HITRUST CSF governing body for review, evaluation, and
final scoring towards HITRUST CSF Certification
Last Week’s Challenges:
· Operations
o Closed locations / person / day came in at 10.1 compared to a forecast of 10.5
o Patient volume came in 6% below plan
o Closed cases came in 5% below plan
o Backlog reduction has slowed down, only decreasing about 500 cases last week due to the weekend efforts
· Sales
o University of Wisconsin Oncology Opportunity is going to delay closing from the projected date of 11/27. eHealth Technologies’ Coach has unexpectedly departed the organization. Working to reset with correct executive leadership.
o Moffitt Cancer Center Executive Meeting was not confirmed
· Product Management
o Discovered that we need to improve internal alignment on Request API
· Human Resources
o Low response rate for Employee Satisfaction Survey, we have extended the survey to allow more time for team members to respon
This Week’s Focus:
· Operations
o 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!
o Implement and coach team members on new Five9 dispositions to measure successful/unsuccessful calls
o Complete customer-specific service, sub-service and special requirement updates along with process map
o Investigate anticipated growth from UCSD and UC Davis expansions and make decision on UCSD/UC Davis Team Split
· Sales
o Progress Frenova Renal Research opportunity towards closing – Received update from Dr. Ben Hippen / Jan Walter that there were 6 remaining contractual items between FRR and Nephronomics. eHealth Technologies agreement is fully negotiated and ready for signature. Additional update due 11/20.
o Moffitt Cancer Center – Confirm executive onsite meeting with Moffitt Cancer Leadership.
· Customer Success Management
o Close NPS survey and begin analysis
o Continue to support City of Hope team with aged case follow-ups to decrease turnaround time further
· Technology
o Focus and accelerate technical aspects of the Carequality and MRO pilots, and RMS to cloud project
· Product Management
o Progress Carequality pilot to expedite records-Continue data review.
o Compare MRO customer list with Carequality participants
o Update our internal overview of Care Everywhere with more recent versions of Epic’s EHR screenshots
o Align with Sales around Request API GTM Plan
· Human Resources
o Finalize Pittsburgh holiday party celebration (planning for December 12th to coincide with the visit of our two Operations leaders from India)
o Continue Employee Engagement Survey
o Finalize dates for employee engagement events in January and share calendar
LAST CHANCE!
Have you taken our company’s Employee Engagement Survey yet? Your feedback is extremely important as we finalize our 2024 plans. We have extended the survey to allow more time for team members to complete it – a big thank you if you already did so! You should have received a survey email from ClearlyRated at the beginning of the month. If you cannot find the email, please contact Amy Halter. We look forward to your feedback and to sharing a summary of the survey results at our next town hall meeting on December 6.
IN CASE YOU MISSED IT…
Last week we distributed the November edition of Caring Together Connections, our monthly employee newsletter. If you missed it, here’s the link: https://connect.ehealthtechnologies.com/employee-newsletter-november-2023
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
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20 |
Nov.
21 |
Nov.
22 |
Nov.
23 |
Nov.
24 |
Nov.
25 |
Nov.
26 |
| Transgender Day of Remembrance
Universal Children’s Day |
Thanksgiving |
Day of the Covenant (Baha’i) |
We wish a very Happy Thanksgiving to all those celebrating this Thursday!
| BOOST YOUR VISIBILITY AT WORK |
It takes more than hard work to grow in your role and build credibility—the impacts of your efforts also need to be visible to others. Here are some ways to boost your visibility at work.
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THE ELEMENTS OF A HEALTHY TEAM CULTURE
The culture of a team—the habits and behavioral norms among its members—has a big impact on its performance. Every leader knows they need to build a strong team culture, but what does that actually entail? There are three key elements you need to develop and protect, according to research.
- Psychological safety. Do team members feel safe expressing themselves, speaking up when they have questions or concerns, disagreeing with each other, and making mistakes? When they do, diverse perspectives emerge, and people are more likely to intervene and state their opinions or concerns before errors occur.
- Common goals. Everyone should understand how their own expertise and responsibilities contribute to the team’s overall performance and its place within the broader organizational context.
- Prosocial purpose. Knowing the purpose of their work isn’t enough; employees also want to know who their work is serving. When team members know that they’re making a valuable contribution to the world and producing work that positively impacts others, they feel prosocial purpose, which, in turn, fuels collective focus and motivation.