KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS
Last Week’s Accomplishments:
- Operations
- Helped advanced the delivery of life-altering care for ~8,100 people last week!
- A good week for City of Hope teams
- Closed 255 more cases than they opened this week reducing the number of open cases by 16%
- Pathology overall open cases has decreased by 28%, with cases aged 10+ days is down 36%
- Moved the GI oncology volume from COH 12c to 12a to better balance the workload across the three COH teams
- Rolled out revised Work Queues Outreach case prioritization changes that will allow cases to be touched at least every two days without undo accommodations reducing TAT and increasing client satisfaction
- Customer Success
- Held remote quarterly business review with St. Joseph Hospital Transplant
- Held onsite meeting with UPMC Transplant, successful meeting with a potential partnership for piloting new products
- Technology
- Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime.
- City of Hope – Oncology & Pathology rebalance completed (#3)
- Product Development
- Work Queues – Outreach Prioritization Update completed
- Product Management
- Received initial data back from structured data proof of concept (POC) vendors
- Patient Tracker discovery project kicked off
- Epic Vendor Services account was approved – this provides us access to Epic technical resources
- Information Security
- HiTrust & SOC Audit – Completed submission of evidence for ~300 controls – moving into sampling portion of the audit period.
- Human Resources
- Managed staffing to meet demand and financial expectations. Currently have 579 Team Members against a forecast of 600 Team Members at the end of September
- Prepared to welcome team members back to the Rochester and Duffield offices
Last Week’s Challenges:
- Sales
- Did not close Ascension or UCSD as forecasted. Both deals are expected to close in September.
- Reported last week that we closed Memorial Hermann opportunity however, we did not receive all of the signature necessary so that is still not closed but is expected to close this week.
- Operations
- Closed locations / person / day came in at 9.1 against a forecast of 11.4. Primary reason for low productivity week is lack of staffing at upstream facilities due to Labor Day/PTO.
- Turnaround time increased from 7.9 to 8.1 days
- Excess backlog increased from ~5,900 to ~6,100 patients
- Patient volume came in 4% below plan
- Closed cases came in 10% below plan due to Labor Day/productivity challenges
- Customer Success
- Imaging team identified issue with ADR6, which could potentially delay go-live with Transcarent by one week. Team has identified mitigation plan and is working to implement ASAP
This Week’s Focus:
- Operations
- Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
- Welcome and Onboard 18 new Pune team members that completed training on 9/8
- Welcome team members that will begin working out of the Rochester and Duffield offices on a hybrid basis.
- Continue to close more cases than we open reducing backlog on all teams, especially COH and Stanford where we need to meet their SLA in September
- Offshore Process Excellence team going live working the India day shift allowing them to focus on problem areas during the US night time hours
- Sales
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- Close Memorial Hermann, Ascension St. John’s, UCSD North County Oncology
- Advance City of Hope 1 year amendment
- Meet onsite with MUSC to advance oncology opportunity
- Customer Success
- Hold remote quarterly business reviews with Virginia Mason Neurosurgery and Duke Transplant
- Decide on whether or not to delay Transcarent launch. If we do move forward with launch it is scheduled for 9/11
- Launch Northwestern CTI
- Go-live with UCLA EMR Integration
- Product Management
- Continue POC work with Structured data vendors
- Continue POC for Carequality and Direct Connect
- Continue work on Go-To-Market readiness for Request API
- Legal
- Propose how we can proactively leverage information-blocking rule change-up to $1M fine for companies that do not comply
- Human Resources
- Continue to execute on employee engagement action plan by completing high-priority actions
- Completing ActiveDirectory updates
- Welcoming our team members back to the office
- Releasing the finalized dress code
- Executive Leadership Team
- Host quarterly board meeting
SEPTEMBER 11: NEVER FORGET
Today is a day that many Americans will never forget. We remember those who lost their lives, those who stepped up to serve, and the countless sacrifices made in the days, months, and years after the fateful events occurred on September 11, 2001. If you are so inclined, I encourage you to take a moment today to pause and remember these individuals. Never forget.
WELCOME BACK!
We’d like to extend a warm welcome to those team members who have made a commitment to return to the office starting this week. We encourage everyone to join us in the office at least once a week to experience the personal and professional benefits we all gain when we are physically present with each other. We are excited to be Better Together!
REMINDER: PLEASE COMPLETE COMMUNICATIONS SURVEY BY SEP. 30!
Last week we distributed our annual Employee Communications Survey. To ensure we are communicating with you all in the best way, we need your feedback! We will use your feedback to identify the progress made this year as well as identify areas of improvement. Your voice is essential as we prepare our staff communications training and communications strategy for 2024. Please complete the following survey by Sep. 30:
https://www.surveymonkey.com/r/XX5HLY7
If you have any questions, please contact Amy Halter.
COMPLETE YOUR INDIVIDUAL DEVELOPMENT PLANS (IDPs) BY SEP. 30
Please be sure to complete your IDP by September 30, 2023. Should you need additional guidance and/or have questions about filling out this template, we encourage you to work with your manager to fill this out together at your next 1:1 meeting.
Link to Career Planning Process Tools & FAQs
Q3 WORKSPACE DECORATION CONTEST – PHOTOS DUE SEP. 30!
It’s time to submit your workspace photos for a chance to win cool prizes! Decorate your workspace to reflect the season, your favorite holiday, or whatever reflects your personality best! Then send in one photo to BrilliantIdeas@eHealthTechnologies.com by Sep. 30. Your team members will vote for their favorites, and we will tally the votes for Most Creative and Best Theme, announcing the winners at our next Town Hall meeting. Good luck!
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.
- Consistently deliver quality work. It may seem obvious but be visible for the right reason: Doing good work. When people can count on quality work from you, you’ll earn a reputation as a reliable, trustworthy, needed member of the team, all of which leads to more visibility.
- Know what’s top of mind for key stakeholders. When you demonstrate that you have a skillset that aligns with what the organization values most, leaders and decision-makers will be more likely to pay attention to you and your work.
- Speak up in meetings. Remember, humility doesn’t equal silence. If you’re normally someone who doesn’t talk in meetings, start speaking up or following up immediately afterward with the meeting host. Claim the space you deserve.
- Be kind and pleasant to work with. People want to collaborate with thoughtful, good people. Be the person your coworkers enjoy being around and having on their team. Establishing yourself as an approachable, collaborative, and inclusive colleague will boost your visibility—and could even help brand you as an emerging leader.
This tip is adapted from “How to Become More Visible at Work,” by Nicole D. Smith and Angela Cheng-Cimini.