Company Update: September 18, 2023

KEY ACCOMPLISHMENTS, CHALLENGES, AND FOCUS AREAS

Last Week’s Accomplishments:

• Operations
  • Helped advanced the delivery of life altering care for ~8,200 people last week!
  • Patient volume came in on plan
  • Ops Excellence Team first week on the day shift in India working as planned allowing work to be completed after US Team day ends
  • Good start on hiring (2 accepted offers) for the Duffield September 25^th training Class
  • First full week of utilization of the new Work Queues prioritization algorithm.  Initial indication is it is working as needed.
  • City of Hope backlog continues to drop, dropped an additional 396 to 244, a 38% decrease this past week
  • Onboarded 18 new team members to multiple global teams
• Customer Success
  • Held remote quarterly business reviews with Duke Transplant and Banner Transplant
  • Launched Northwestern CTI
  • Signed small concierge project with NYP transplant
• Technology
  • Overall system uptime came in at 99.99% against a plan of 99.9% with no major outages or downtime
• Sales
  • Onsite at MUSC with Oncology decision makers
  • Finalized “Elevator Pitch” and published.
• Human Resources
  • Managed staffing to meet demand and financial expectations. Currently have 569 Team Members against a forecast of 587 Team Members at the end of September
  • We welcomed team members back to Rochester and Duffield offices, hosted daily lunches, and worked on the process for conversion to laptops for those who have requested it
  • Reviews are now being processed using the 5-star system
  • Planned engagement event for Pittsburgh coming up September 28^th
  • Successfully completed 401k audit, with a passing result
• Executive Leadership Team
  • Hosted quarterly board meeting

Last Week’s Challenges:

• Sales
  • Did not close Memorial Hermann, Ascension or UCSD as forecasted.  All three deals are still expected to close in September.
• Operations
  • Closed locations / person / day came in at 9.3 against a reforecast of 9.7.
  • Turnaround time increased from 8.1 to 8.2 days
  • Excess backlog remained at ~6,100 patients
  • Closed cases came in 9% below plan
  • Making progress on City of Hope and Stanford but continue to fall short of SLA turnaround requirements
• Customer Success
  • Delayed Transcarent go-live to this week. ADR07 was has been setup
  • Virginia Mason Neurosurgery no showed to QBR
• Human Resources
  • Last week was a heavy week for audit paperwork for HiTrust, which was time consuming for the team, and we’re looking forward to getting back on track this week with some key action items.

This Week’s Focus:

• Operations
  • Continue to keep urgency up on closing cases to decrease excess backlog and get turnaround time down
  • Launch of Transcarent which has some unique privacy requirements
  • Finalize hiring for the 9/25 Duffield training class
• Sales

• • Close Memorial Hermann, Ascension St. John’s, UCSD North County Oncology
  • Advance City of Hope 1 year amendment
  • Finalize Brand / Product Videos for Website

• Customer Success
  • Launch Transcarent and NY Proton
  • Hold onsite QBR with NYP Oncology – Columbia and Weill Cornell. Remote QBR with VCU Transplant, CCF Transplant, Mayo Clinic AZ and Florida Transplant, and Duke Pulmonary
• Legal
  • Propose how we can proactively leverage information blocking rule change-up to $1M fine for companies that do not comply
• Human Resources
  • Release the dress code updates!
  • Ensure all past due reviews are closed by end of the month.

LATEST PULSE SURVEY RESULTS

Our latest pulse survey asked team members to describe eHealth Technologies in three words. This is a summary of what we heard:

• Great Workplace
• Caring For Others
• Innovative, Performance-oriented
• Potential Raise Questionable
• No Action on Annual Reviews
• Hopeful, Reasonable Vision

We’re happy to hear positive feedback from team members, however, we’d like to address some concerns that resulted from this pulse survey. Our Human Resources team has been actively working with your managers to ensure all past-due reviews are closed and that future reviews are completed on time moving forward.  This is a top-priority action item for us!

IMPORTANT UPCOMING DEADLINES – PLEASE READ!

It has been brought to our attention that there has been some confusion regarding a couple of surveys that have recently been sent to staff. The following surveys are REAL and are NOT phishing emails and must be completed by the end of the month. We understand there was a phishing email sent around the same time to cause this confusion, and we are working on formalizing a more streamlined process for phishing emails in collaboration with our IT department moving forward. Please let us know if you have any questions.

BUILDING TRUST IN THE WORKPLACE

Learning how to build trust at work is critical if you’re going to be successful as an employee, a manager, or an effective leader. Oftentimes, the first step to building trust is building rapport.

If you don’t have trust, it’ll be more difficult to communicate and coordinate with your peers or colleagues.

This week we look to BetterUp.com as a resource to show all of us how we can start building trust in the workplace, step by step. We hope the links below are helpful as we all learn more about the building blocks of trust and its crucial place in our work environment.

The basics — what is trust?

The two types of trust that you need to know

Why building trust is crucial in any relationship

Ten of the most effective ways to build trust

Building trust doesn’t happen overnight