KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life altering care for ~8,700 people last week!
    • Excess backlog continues to decrease! It went from ~5,700 to ~5,100 patients this week (with a 19% reduction in the past three weeks from 6,300 to 5,100).
    • City of Hope turnaround time remains under 5 days achieving the month to date SLA . Great work by the City of Hope Teams!
    • Promoted Christyne Santella to Manager of the second Stanford team that will be in place on 10/23. Congratulations Christyne!
    • Welcome back Kelly Sitton, VP of Operations!
  • Customer Success
    • Held remote quarterly business reviews with Mount Sinai Oncology, Virginia Mason Transplant, Tulane Transplant and Carrum Health
    • Sent initial NPS communications to managers informing them of our goal and timeframe of survey
    • Welcomed/onboarded Christina Navarro to Customer Success Management
  • Technology
    • Overall system uptime came in at 99.99% against a plan of 99.9% with 0 major outages
  • Sales
    • Closed City of Hope 1 year amendment with Pathology
  • Human Resources
    • Managed staffing to meet demand and financial expectations. Currently have 598 Team Members against a forecast of 598 Team Members at the end of October
    • Executed a successful hiring drive in Aurangabad.  The drive generated a huge amount of interest and created a candidate pool for the next few months hiring needs.
    • The US benefit renewals are nearly closed, with open enrollment slated to start in just a couple of weeks.  Keep your eyes open for emails with more details over the next two weeks!

Last Week’s Challenges:

  • Operations
    • Closed locations / person / day increased to 9.8 but came in below forecast of 10.7
    • Turnaround time increased to 8.7 days, we expect this to come down as backlog decreases.
    • Patient volume came in 6% below plan
    • Closed cases came in 1% below plan

This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
    • Operations Leadership engagement to review action plans and agree on what additional changes are required to optimize employee engagement, turnaround time and productivity
    • Complete the planning for a number of accounts that will be moving from domestic to global teams
    • Complete the setup and personnel planning for the split of the Stanford team into 10a and 10b
    • Onboarding 32 team members that are coming out of training on 10/16
  • Sales
    • Advance Memorial Hermann, expansion with Northwestern and Ascension St. John’s with plans to close in October
    • Advance large opportunity with Fresenius
  • Customer Success
    • Onsite QBR’s with Northwestern Oncology, Cardiology and Neurosurgery as well as City of Hope Patient Access
    • Remote QBR’s with University of Nebraska Transplant, Northwestern Lake Forest and Cleveland Clinic Transplant
    • Onsite optimization project with City of Hope Patient Access
  • Technology
    • Document technology strategy and cloud migration strategy
  • Human Resources
    • Working on Activtrak and Active Directory (Teams) cleanup, with both set to be closed by 10/23.  The changes to Active Directory will ensure that everyone has the correct titles, departments, and locations listed in Teams, and will enable dynamic emails lists by location, helping to improve communication globally.
    • Welcome Yvonne Crowder, Director of HR!

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THIS WEEKEND: MAKING STRIDES AGAINST BREAST CANCER

In honor of Breast Cancer Awareness Month, the eHealth Technologies Cares Committee is participating in three Making Strides Against Breast Cancer events across the Rochester, Duffield, and Pittsburgh office locations this weekend. Event information is below:

Our goal is to raise $2,000 for each of the Making Strides events above. Please consider joining our efforts for this worthy cause – you can participate in person or virtually. The office or team that raises the most funds for their event will receive a framed certificate in their office for a year! If you aren’t located near one of the participating offices, you can support your fellow team members by sharing their Making Strides event link above on your social media channels and/or donating to their fundraising page. If you have any questions, please reach out to the Cares Committee.

FEATURED OPEN POSITION: OPERATIONS TRAINER – INDIA

We are hiring an Operations Trainer to join the eHealth Technologies team in India. This role is responsible for training new hires as well as training for advancement within the existing functional roles. The ideal candidate should have 5-6 years of experience, a bachelor’s degree, excellent communication and computer skills, and more. If you happen to know someone who would be a great fit, send them the link below to read more about the position and apply:

https://ehealthtechnologies.com/careers/india-careers/trainer-operations

CONGRATS TO OUR RAFFLE WINNERS!

We had a blast celebrating Customer Service Week this month! Thank you to everyone who participated in the activities, the raffles, and the opportunity to recognize team members. A huge congratulations to the following team members – you’ll be receiving your prizes soon if you haven’t already!

Grand Prize Raffle Winners

Alyssa Zaso

Prajwal Moon

Chesleigh Hibbits

Daily Raffle Winners

Ashley Gardner

Janice Stidham-Adams

Shannon Stacey

Dinesh Taunk

Akhilesh Mandalaparthi

Dilip Kumar Kodakandla

Michael LaRocca

Stephanie Cole

We look forward to featuring photos and stories shared that week in this week’s monthly Caring Together Connections newsletter.

MENTAL HEALTH RESOURCES

Mental Health Awareness may be highlighted in the month of May, but its importance lasts all year long. We’d like to reshare resources that can be accessed at any time.

eHealth Technologies has a “Mental Health Awareness and Support” section on the employee website, filled with awareness and support resources, stress relief exercises, and more – click here to check it out. (Password: eHealth@home)

Additional resource links:

Mental Health Awareness Toolkit

Mindfulness Relaxation Toolkit

If you find you need additional support, and/or have questions in general about mental health, talk to your HR representative and they will guide you in the right direction to help you get the support you need.

CYBERSECURITY AWARENESS MONTH TIPS

Visit the employee website to find a variety of recommended tips to protect yourself from cyber-attacks. As the tips are released, we will add them here. (password: eHealth@home) Here are the latest tips – click the link to learn more:

Tip #8: Don’t skip the basics.

Tip #9: Protect the organization with a password manager

Tip #10: Examine your hybrid workforce practices

Tip #11: Revisit employee access and authorization.

Tip #12: Know when to use PINs vs. passwords

Tip #13: Elevate data privacy awareness training.

Tip #14: Mitigate risk in collaboration software.

OBSERVANCES & DE&I CALENDAR DATES

Month-long observances:

  • Breast Cancer Awareness Month
  • Bullying Prevention Month
  • Domestic Violence Awareness Month
  • Filipino American Heritage Month
  • German American Heritage Month
  • Global Diversity Awareness Month
  • Italian American Heritage Month
  • LGBTQ History Month
  • National Disability Employment Awareness Month
  • National Work and Family Month
  • Polish American Heritage Month
  • Family History Month

THIS WEEK

  • October 16 – Birth of the Bab (Baha’i)
  • October 16 – Waste Reduction Week
  • October 16 – Boss’s Day
  • October 19 – Spirit Day (LGBTQ+ anti-bullying)
  • October 20 – Sikh Holy Day (birth of Guru Granth)
  • October 22 – International Stuttering Awareness Day

A NEW WAY TO SAY THANK YOU!

At eHealth Technologies, it’s important that we make every effort to recognize our team members and peers for a job well done. Now, we have specially branded e-mail headers that can be added to the beginning of any email to make that thank-you message extra special:

Click on each header to be brought to a page where the full-sized versions can be downloaded. Please feel free to save these for future use. When you want to thank a team member, open a new email message. Locate where you saved the image and click and drag it to the start of the email before writing your personalized message.

When you recognize a team member, be sure to CC their manager and/or supervisor to elevate the recognition opportunity. If you have any questions on how to use these, please reach out to Amy Halter.