Hi Team,
We are off to a good start in 2023. We appreciate the continued commitment from all team members to ensure that patients get the help that they need as quickly as possible. We know that you are continuing to put in a lot of extra effort, and we really appreciate it!
We have defined clear objectives and key results for 2023. Through Q1, we are on track for 7 of 14 key results and are still forecasting to deliver on all 13 of 14 by year-end. The only one that we are lowering expectations for is +55 Customer NPS. We have had a difficult time reducing the excess backlog and therefore patient turnaround time remains too high. We need to remove the excess backlog and keep patient turnaround time to win back the confidence of our customers.
Build a diverse, equitable, inclusive, and engaged culture.
We are ensuring that we have an engaged team. We have met with all team members and have put together a comprehensive employee engagement plan and are taking action to ensure that eHealth Technologies is a great place to work.
Deliver on customer expectations.
We have struggled here due to the continued excess backlog. The team continues to make progress on decreasing excess backlog and turnaround time to deliver on customer expectations but did not eliminate the backlog due to a few system challenges last month.
Move relationship from vendor to strategic partner with key customers.
The struggle to deliver on customer expectations has made it difficult to move from vendor to strategic partner with key customers. The Customer Success Managers have done a good job beginning to build relationships with key customers and will be able to make progress once we reduce patient turnaround time.
Transition from a service to a health care technology and analytics company.
We are rebranding to show how we differentiate through technology today. We are building a world class product development organization to manage opportunities in the funnel which include decreasing records retrieval turnaround time and continuing to improve productivity and delivering actionable insights (clinical trial patient screening, clinical summaries).
Grow through expansion with strategic customers, the addition of new key customers, and adjacent markets.
We have had a slow start from a sales perspective but have built a solid pipeline and are forecasting that we will be able to be back on track by the end of the second quarter. We had a few deals that were pushed out of the first quarter but have confidence that they will sign in the coming weeks.
We have a great opportunity to help hundreds of thousands of patients in a more meaningful way and it all starts with our team members. With happy and engaged team members, we will be successful. It all starts with making sure that our team members are engaged. We will ensure that the necessary changes are made to make eHealth Technologies a great place to work.
Regards,
Dan