KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life-altering care for ~8,300 people last week!
    • Excess backlog continues to decrease! It went from ~3,900 to ~3,650 patients this week (with a 42% reduction in the past five weeks from 6,300 to 3,650).
    • Turnaround time has continued to decrease from 8.4 to 8.3 days, we expect this to continue to come down as backlog decreases.
    • Successfully transitioned five customers to global teams to provide additional support through global team
  • Customer Success
    • Remote QBR with Vanderbilt Transplant CCF Transplant, CCF Brain Tumor,  St. Lukes Transplant
    • Worked with legal to determine optimal patient authorization position and process
    • Sent out annual customer NPS survey to get direct feedback from customers
  • Technology
    • Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime
    • Delivered the 2024 Technology Strategy, Cloud Strategy, Ops Help Desk Strategy, VDI Strategy, and Technology team 9-box
    • Ended Ideal Integration Help Desk managed contract, eliminating 3 contract positions on the Ops Help Desk team.
  • Product
    • Met onsite at Realyze Intelligence office to discuss the partner pilot for Clinical Summary
    • Transitioned VP of Product Management responsibilities across the product team
    • Delivered Product team 9-box
  • Sales
    • Closed expansion with UCSD-Anesthesia
  • Human Resources
    • Managed staffing to meet demand and financial expectations. Currently have 598 Team Members against a forecast of 599 Team Members at the end of October
    • Completed Halloween costume/decoration contest
    • Released annual Employee engagement survey
    • Finalized US Benefits open enrollment with plans to go live November 6th
  • Executive Leadership Team
    • Finalized board presentation and strategy session materials in advance of next week’s meetings

Last Week’s Challenges:

  • Operations
    • Closed locations / person / day came in at 9.3 compared to a forecast of 10.7
    • Patient volume came in 5% below plan
    • Closed cases came in 3% below plan
    • Backlog reduction has slowed down, only decreasing about 250 cases last week.
    • Miss on Stanford and Mount Sinai October SLA’s
  • Customer Success
    • Access Hope is not providing the patient volume forecasted, Customer Success is engaging to determine the root cause

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!
    • Complete final adjustments to Demand/Staffing model and Pay for performance plan. Schedule time to review with Operations Leadership.
    • Continue working through Service Mapping / Time Study project
    • Share Operations Initiatives Roadmap with Leadership team
  • Sales
    • Advance University of WI Oncology opportunity – team onsite 11/9
    • Advance Northwestern Opportunities to closing – team onsite 11/16
    • Finalize trip details to Moffit Cancer Center – Tentative onsite with Matt Bednar week of 11/27
    • Advance Frenova Renal Research/Fresenius Opportunity-confirm that they have financial details worked out with Nephronomics by November 10th
  • Customer Success Management
    • Determine root cause for lower than forecasted patient volume for Access Hope
    • Remote QBR with Thomas Jefferson Transplant
    • Onsite QBR with University of Wisconsin Transplant
    • Close NPS survey and begin analysis
    • Go-Live with NYP Gyn-Onc
    • Continue discussion with legal and product to determine optimal patient authorization position and process
  • Human Resources
    • Finalize holiday party locations for all offices
    • Begin open enrollment for US benefits
    • Complete Employee Engagement survey
    • Finalize 2024 HR Calendar
    • Complete Rochester Active Directory updates
    • Complete ActivTrak updates
  • Compliance (Data Privacy and Information Security)
    • Finalizing all evidence for submission next week to our external assessors for final review and submission to the HITRUST CSF governing body on or before 11/15.
  • Executive Leadership Team
    • Align with Board of Directors on 2024 strategic plan and complete Q4 board meeting

CONGRATULATIONS TO OUR WINNERS!

We recently wrapped up two contests – our Q3 Workspace Decoration Contest and our Halloween Photo Contest. Thank you to everyone who sent in submissions, and to those who placed votes for our workspace contest! You have spoken, and the following team members received the most votes for the Q3 Workspace Decoration Contest:

We hope you enjoy your prizes!

And a big congratulations to our winners of this year’s Halloween raffle! We loved seeing all your submissions – looks like everyone had a great Halloween!

 

A SPOTLIGHT ON OPEN POSITIONS

At eHealth Technologies we prefer to promote and hire from within. You can always check our Careers page to see if there is an open position that interests you. Not sure if you qualify for the role? Have a conversation with your manager about your interest and eligibility.

ROLE OF THE WEEK: Mailroom Operations Coordinator

ROLE HIGHLIGHTS: This position is a member of eHealth Technologies’ Fulfillment team, playing a pivotal role in delivering critical patient information as requested by customers. Responsibilities include ensuring customer imaging requests are processed in a timely manner, utilizing the internal traveler system to retrieve patient info for processing, and more. For more information, click here for the full job description.

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

November 6 November 7 November 8 November 9 November 10 November 11 November 12
      World Freedom Day; World Adoption Day   Remembrance/Veterans Day  

 

 

WELLBEING TIPS FOR DIABETES AWARENESS MONTH

November is Diabetes Awareness Month. Diabetes is a chronic disease that affects how your body turns food into blood sugar to use for energy. According to the CDC, 1 in 3 people have prediabetes and more than 37 million Americans (11.3% of the population) have diabetes.

Because blood sugar in the body is not constant, people with diabetes must monitor their blood sugar levels to keep them within a target range.

Knowing the signs of low or high blood sugar may help prevent serious complications.

  • Low blood sugar (hypoglycemia) below 70 mg/dL can be dangerous and needs to be treated immediately. Symptoms of low blood sugar include shakiness, anxiety, confusion, nausea, drowsiness, combativeness, and ultimately seizures and coma. If the person with these symptoms cannot check their blood sugar, assume it is low and give them 15 grams of carbohydrates every 15 minutes until their blood sugar is above 70 mg/dL. Good sources include glucose tablets, 4 ounces of juice or regular soda, 1 tablespoon of sugar or honey, or hard candies, gum drops or jellybeans (check the label to see how many pieces provides 15 grams of carbohydrates).
  • High blood sugar (hyperglycemia) happens when the body has too little insulin or cannot use it properly. If not treated, hyperglycemia can lead to long-term serious health problems. Symptoms of high blood sugar are frequent urination and increased thirst. Exercise can help lower blood sugar, but it is important for a person with diabetes to talk to their doctor to find the safest way to lower blood sugar.

Regular blood sugar monitoring, diet, exercise, maintaining a healthy weight and managing stress are all important to managing diabetes.

People with diabetes should always have a medical ID with them to alert emergency medical personnel in case of an emergency when they can’t speak for themselves. These are usually worn as a bracelet or necklace.

Here are some resources to explore, courtesy of Excellus: