Altruista Health Update

Transcript

1. Welcome Customers
2. Our Journey to a Customer-focused Product Company 2
3. Operations Update
4. Operations Management Organization – We Continue to Build Out the Operations Leadership Team Around a “Client First” Model 4
5. Operations Management Group’s Vision for AH Success 5 Internal and External Customers People, Product, Process Alignment, Action, Accountability in for
6. People, Product, Process | Overarching Goals Build a purpose-driven, global organization PEOPLE PRODUCT PROCESS Deliver value to clients based on a product roadmap that is anticipatory of industry/market trends and clients’ needs. Make simplification the key operating principle to support client priorities, foster lean culture, enable growth and sustainable execution
8. Key Operational Updates Key Accomplishments Key Deliverables • Onboarded ~10 new hires to fill key positions in Product Management, Implementations, Service Delivery, TechOps and Business Process Transformation. • Conducted 20+ client training sessions reaching 300+ client users • Launched Integrations with Aunt Bertha (SDOH) and SMARTCOMMS (personalized communications) • Adopted new, more robust documentation standards and templates during implementation • Build one global team, “shrink the ocean”, communicate better, invest in skills/capability, and training/retention; focus on feed-forward to manage change • Optimize client meeting cadence to improve client-centricity • Measure product usage for informed decisions on work prioritization • Standardize the use of AH Service Desk for all clients: “Everything is a ticket” 8
9. AH Client Engagement Model: Key Drivers Leading to a Successful Partnership with Our Customers 5 4 3 2 1 KEY DRIVERS Transparency Clarity Collaborative Planning Seamless Execution Consistent Support
10. AH’s Partnership Framework: Achieving Customer Success by Co-creating Value 10
11. AH’s Partnership Framework: What Does it Look Like? PEOPLE Build a purpose-driven, global organization • Cross-functional, highly matrixed and global AH team led by Program and/or Project Manager • Planned onsite visit calendar with agreed-upon participants and deliverables • Use of video-conferencing to engage with global team PRODUCT Deliver value to clients based on a product roadmap that is anticipatory of industry/market trends and clients’ needs. • Go-live with latest stable version of GuidingCare® • Periodic upgrades to help you stay current and competitive PROCESS Make simplification the key operating principle to support client priorities, foster lean culture, enable growth and sustainable execution. • Altruista Health Service Desk is the single source of truth: everything is a ticket • Rules of Engagement for stakeholder communication and reporting