KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

 Last Week’s Accomplishments:

  • Operations
    • Helped advanced the delivery of life altering care for ~8,400 people last week!
    • Excess backlog reduced from ~6,100 to ~5,700 patients (with a 10% reduction in the past two weeks from 6,300 to 5,700)
    • Reviewed actions taken and to be taken to eliminate excess backlog, reduce turnaround time and keep it down with entire Leadership Team
      • Stabilized City of Hope (lowered excess backlog and turnaround time now below 5 days- COH SLA for first week in October is below the 5 day SLA expectations. Currently coming in at 4.77)-GREAT WORK CITY OF HOPE TEAM!, now beginning to redistribute team members back to teams as appropriate
      • Empowering Ops Managers by including them in goal setting, asking them what actions are needed to deliver on goals and then supporting their recommendations
      • Working with Ops Managers to staff all team appropriately-Added net of 81 team members through September (with 32 new team members added in September alone)
      • Making sure that Managers don’t have too many directs and getting them out of “closing cases” so that they can coach and mentor their team members and ensure that they are growing
      • Reviewing Operations Leadership oversight to streamline reporting and reduce time in meetings
      • Revamping operational expectations to ensure “quality first, quantity most”-including pay4performance and demand and staffing model updates, further oversight of quality through OpEx-Quality Team and team member monitoring
      • Overhauling Ops training to ensure new team members are effective sooner and that all existing team members are cross trained, growing and are capable of delivering (including adding an HR Director to support professional development and additional Trainer)
      • Building out OpEx team to ensure that we have a bench in place to help with excess backlog and address future volume spikes. 4 out of 6 India based Operational Excellence Team Members moved to true Operational Excellence role moving to teams in the most need.
      • Put “later shift”/Day shift in India in place, now testing impact on turnaround time and will expand as appropriate
      • Structuring teams and goals around key customers where appropriate to allow more focus and build better relationships
      • Aligning with Sales and Customer Success on existing customer volume and new customers ramps to ensure that we have the time to hire and train team members before committing to support patient volume
    • Interviewed 3 assistant manager candidates for COH 12 A and selected Mallory Soloman for the role. Congratulations to Mallory!
    • Transcarent Pilot more than half way complete and still under 4 day TAT.
  • Customer Success
    • Held remote QBR’s (quarterly business review) with Duke Oncology, Mayo Clinic VSO/COE, Vanderbilt Surgery, and Carrum Health
    • Finalized NPS survey list and communication plan
    • Kicked-off UCSD North County Cancer Center
    • Provided communication to all customers regarding Kaiser Permanente’s strike
  • Technology
    • Overall system uptime came in at 99.99% against a plan of 99.9% with 0 major outages
  • 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
    • Celebrated Customer Service Appreciation Week by thanking and recognizing our team members throughout the week

Last Week’s Challenges:

  • Sales
    • Did not close City of Hope 1 year amendment with Pathology.  Expected to close this week.
  • Operations
    • Closed locations / person / day came in at 9.5 against a reforecast of 10.7
    • Turnaround time remained at 8.5 days
    • Patient volume came in 6% below plan
    • Closed cases came in 3% below plan
    • While we made progress on the COH and Stanford we continue to exceed the required TAT SLA measure.
    • Kaiser Permanente’s strike, the largest health care related strike in US history, will delay our cases and increase our case turnaround time through the strike and beyond as they will have a large backlog once the strike ends. https://www.cnn.com/2023/10/05/business/union-workers-strike-kaiser-permanente/index.html

 This Week’s Focus:

  • Operations
    • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
    • Complete planning of accounts moving from domestic to global teams and additional focused teams for our largest accounts
    • Welcome Kelly Sitton, VP of Operations back and get her up to speed, complete YTD 2023 retrospective and begin 2024 strategic planning
  • Sales
    • Advance Memorial Hermann, expansion with Northwestern and Ascension St. John’s with plans to close in October
    • Close City of Hope 1 year amendment with Pathology
  • Customer Success
    • Remote QBR’s with Mount Sinai Oncology, Virginia Mason Transplant, Tulane Transplant and Carrum Health
    • Send initial NPS communications to managers informing them of our goal and timeframe of survey
    • Onboarding new Customer Success Manager. Welcome Christina Navarro!
  • Product Management
    • Attend HLTH conference to conduct market research
  • Product Development/Technology
    • Complete YTD 2023 retrospective and begin 2024 strategic planning

CYBERSECURITY AWARENESS MONTH TIPS

Throughout the month of October, you can 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 first seven tips – click the link to learn more:

Tip #1: Protect personal devices from cyberattacks

Tip #2: Make the most of multifactor authentication

Tip #3: Defend against AI-generated cyberattacks

Tip #4: Strengthen your email security

Tip #5: Resist multifactor authentication bypass attacks

Tip #6: Stay on top of password best practices

Tip #7: Install a trustworthy data backup system

 

WE HAVE AN EMPLOYEE WEBSITE!       

Thank you to those who participated in this year’s Employee Communications Survey. We were encouraged by the overwhelmingly positive feedback, and appreciated the constructive feedback given to further improve our company’s internal communications program. In the coming months you will start to see several actions taken (some already in progress!) that will work to address the feedback we’ve received.

We noticed a large number of comments from team members that mentioned a desire for having our company news all in one place – a central portal for news, learning resources, events, etc. We’re here to remind you that this already exists! The eHealth Technologies employee website information is below – please bookmark it!

URL: www.ehealthtechnologies.info

Password: eHealth@home

MARK YOUR CALENDARS!

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. 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. We will be having a friendly competition between offices – the office or team that raises the most funds for their event will receive bragging rights and 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 don’t hesitate to reach out to the Cares Committee.

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 9 – National Indigenous Peoples’ Day (United States)
  • October 10 – Thanksgiving Day (Canada)
  • October 10 – World Mental Health Day
  • October 11 – National Coming Out Day (LGBTQ+)
  • October 14 – Defender of Ukraine Day
  • October 15 – Navratri begins (Hindu)

WHAT IS A SWOT ANALYSIS?

A SWOT analysis can help you uncover opportunities that you would not otherwise have spotted. And by understanding your weaknesses, you can manage and eliminate threats that might otherwise hurt your ability to move forward. If you look at yourself using the SWOT framework, you can start to separate yourself from your peers, and further develop the specialized talents and abilities you need to advance your career and help you achieve your personal goals.

You can download a personal SWOT analysis worksheet here and answer the question prompts. This is a great exercise to help you learn more about yourself to carve a path for your future based on where you are today and where you’d like to be. We encourage you to bring this activity to your next 1:1 meeting with your manager and see how the answers to these questions may benefit your individual development plans.