In response to the COVID-19 pandemic, R1 launched a dedicated global taskforce on February 28, 2020, comprised of cross-functional leaders under executive level direction, to activate a comprehensive series of actions and preparedness efforts. With transparency and teamwork as guiding values, we have been working tirelessly to ensure, first and foremost, the health, safety and well-being of our associates. Further, with an unwavering commitment to partnering and supporting our customers, their patients and the communities in which they serve, we have activated myriad continuity and contingency plans across our global footprint. Through these efforts, we are bringing forward the best of R1 – our people, our know-how, and our commitment to serving as the one trusted partner so our customers can focus on what matters most – great clinical care, now more than ever.
Preparedness and Planning
With a broad-based approach, we are delivering for our employees and customers during this challenging time. We have prepared and activated holistic contingency and operational continuity plans, with fully dedicated workstreams for:
- Global business services
- Central operations
- Customer operations
- Human resources (HR)
- Internal communications
- Information technology (IT) infrastructure
- IT security
- Regulatory compliance
- Data and information privacy
- Enterprise risk management
- Vendor management and procurement
- Legal
- Financial planning and analysis
As the COVID-19 pandemic has rapidly evolved, we have instituted a global work-from-home (WFH) environment, in coordination with our customers, and are providing real-time support and monitoring with proactive controls to maintain high-value service and productivity delivery. Through these efforts, we have further implemented new COVID-19-specific HR policies covering paid time off, paid leave and absenteeism. In addition, we are providing full coverage for all COVID-19 testing and diagnostic services for employees enrolled in an R1 medical plan. And, we are offering well-being assistance to our associates.
Lastly, we are regularly communicating with our global workforce through multiple channels, including:
- The company’s R1 Forum intranet site with a dedicated COVID-19 site that includes daily updates, guidance and resource materials
- A dedicated e-mail inbox (coronavirusinfo@r1rcm.com)
- Regular CEO communications
- Senior leadership video messages
- All-Employee Town Halls
- Daily e-mail briefs
Our Customers
We are committed to supporting our customers, their patients, and the communities in which they serve. Through daily coordination, planning and communication efforts, we have partnered with our customers to activate business and operational continuity plans. And, we are providing continual guidance and support in addressing key revenue cycle management operational and regulatory impact areas. Further, we have ensured virtual desktop infrastructure with strong security controls and technology service desk support. We are continuously measuring, monitoring and managing productivity to appropriately allocate resources and maintain service levels.
To ensure the continued privacy and security of our customers’ information as we move to an increasingly distributed workforce model, and to address an evolving external security environment, we have taken and/or are taking the following actions:
- Provided COVID-19-specific information privacy and security training to our global workforce
- Providing frequent COVID-19 status update communications to the global workforce that include privacy and security reminders
- Implementing robust IT security controls, including multi-factor authentication, expanded VDI implementations and enhanced remote equipment management
- Continuously re-assessing emerging privacy and security risks and addressing these risks in real time
As we navigate the COVID-19 pandemic global crisis, we are committed to delivering as a trusted partner and we will continue to provide updates during this challenging period.
