Efficiency is more than just a buzzword — it’s the backbone of everything we do. As the leading health information exchange platform, we aim to streamline medical record exchange for patients, providers, and legal professionals.
To achieve this mission, we’ve developed an internal framework that mirrors our commitment to clarity, coordination, and execution: the ChartRequest Operating System (CROS).
CROS is a philosophy and a framework for working together to achieve results. I want to share how this system works and its meaningful impact on our team’s alignment and overall success.
Building the Foundation: What Is the ChartRequest Operating System?
The ChartRequest Operating System adapts the proven Entrepreneurial Operating System (EO) framework, tailored to fit the unique needs of our business. It provides a structured way to define goals, identify and solve challenges, and measure our progress.
CROS works by achieving the following goals:
- Aligning Teams: Our teams know what’s most important and understand how their work contributes to our near and long-term strategies.
- Enhancing Focus: We prioritize high-impact initiatives while eliminating internal distractions.
- Fostering Accountability: ChartRequest encourages ownership and measurable outcomes to keep everyone moving in the same direction and allow quick adjustments.
- Simplifying Communication: We streamline processes to reduce friction and improve collaboration through structured, regularly scheduled meetings.
CROS touches every aspect of our company, from daily operations to long-term strategic planning. It has been instrumental in helping us grow while staying true to our PATH values system.
Rocks: The Cornerstones of Progress
Rocks are a key component of CROS. They represent critical projects or objectives our teams must accomplish within a quarter. We establish five “Big Picture” Company Rocks each quarter, which matriculate into Executive, Management, and Departmental goals.
Each Rock:
- Clearly defines measurable outcomes.
- Ties to a quarterly timeline to maintain focus and urgency.
- Aligns with an individual or team for accountability.
For example, a Rock might outline launch parameters for a feature on our platform, develop a new system to streamline our client onboarding process, or create a marketing strategy to reach new audiences. Breaking these large initiatives into smaller, actionable steps facilitates steady progress.
During our weekly department meetings, we review the status of each Rock to ensure we’re on track. Regular check-ins foster transparency during every step. Each department holds a meeting to resolve and report on issues, challenges, and opportunities identified.
Solving Problems With Issues Management
Challenges are inevitable in any business, but how you address them makes all the difference. Within CROS, we use an Issues Management process to identify, discuss, and solve problems quickly in our meetings.
Here’s how it works:
Identify
Team members can raise Issues at any time, whether it’s a process bottleneck, a client concern, or a technical challenge.
Discuss
During meetings, we rank Issues based on their impact and urgency. This method guarantees the most pressing problems get attention first.
Solve
We brainstorm solutions and document decisions as a team to ensure accountability and follow-through. In the next meeting, we will review our progress. Any unresolved issues may become a rock during the next quarter as needed.
This structured approach prevents minor problems from snowballing into larger issues and empowers team members to contribute to solutions.
Aligning Teams Through Clarity and Focus
Team collaboration is one of the greatest challenges when growing an organization. Miscommunication and misaligned priorities can derail even the best teams. CROS addresses this obstacle by providing clarity at every level:
- Our annual Strategic Plan and Vision outlines long-term goals and the steps needed to achieve them. This due diligence ensures that every project, initiative, and task ties back to our overarching mission.
- Rocks provide a clear focus for each quarter, enabling us to work toward the same objectives.
- Department meetings give weekly direction, providing a forum to discuss progress, address challenges, and celebrate wins.
This alignment allows us to move quickly and efficiently without confusion. Additionally, this process helps us highlight and develop our Rising Star leaders of the future.
Tools That Power CROS
We reinforce CROS with robust tools and processes that make execution seamless. Some of the key tools we use include:
- Jira: Our project management software helps us track rocks, issues, and day-to-day tasks. It also provides a centralized hub for collaboration.
- Slack: This program keeps us connected and responsive with real-time communication. Slack enables quick and effective collaboration, whether it’s sharing updates or troubleshooting an issue.
- Google Workspace: From shared calendars to collaborative documents, Google Workspace provides our teams with the tools they need to work efficiently, no matter where they work.
We can use these tools to integrate workflows and execute CROS principles with minimal friction.
Results That Speak for Themselves
The impact of CROS on our efficiency and success is undeniable. By prioritizing what matters most and addressing challenges head-on, we’ve been able to:
- Deliver Faster: With clear priorities and streamlined processes, we can quickly bring new features and improvements to our platform.
- Improve Collaboration: Cross-functional teams work closer together, breaking down silos and fostering innovation.
- Achieve Goals: By focusing on Rocks and tracking progress, we’ve hit ambitious targets quarter after quarter.
Looking Ahead: The Future of CROS at ChartRequest
As we continue to grow and evolve, so too will CROS. We’re constantly refining our processes and exploring new ways to improve efficiency and effectiveness. The core principles of alignment, focus, and accountability will remain. Still, we’ll continue adapting to meet the changing needs of our business and clients.
At ChartRequest, we believe that efficiency isn’t a destination — it’s a journey. With CROS as our guide, we’re excited to see where that journey takes us next.
Click here to learn more about the ChartRequest team.
