AtlantiCare Leader Handbook

Big Dots “Big Dot” goals keep us focused on achieving operational excellence. They appear on employee Strategy Maps. Best People andWorkplace: Our big dot goal is to achieve or maintain high levels of employee engagement. This contributes to the powerful and special culture we all value and enjoy here at AtlantiCare. Best Customer Experience: Our big dot goal is to improve our Customer Experience Index, which is the percentage of 9s and 10s received on surveys. Best Quality: Our big dot goal is to reduce our readmission rate. Best Growth: Our big dot goal is Total Unique Lives Cared for through Primary Care (including pediatrics, FQHC, and SCC) Best Financial Performance: Our big dot goal is focused on our operating margin, a key measure of our financial success. Leader Expectation(s): Leaders are expected to know what the Big Dots are and lead employees through the process of developing departmental and individual goals that support the 5 B’s. Strategy Maps Strategy Maps are used to organize and illustrate our Big Dot goals and how they cascade down to staff. They are given to all staff. They are expected to fill out their Strategy Maps with their goals for the upcoming year, including their personal Family Commitment Development Goal. The Strategy Map also lists our Mission, Vision, and Values. Leader Expectation(s): Leaders should have their teams complete their Strategy Maps. Most staff keep their Strategy Maps in their ID Badge so they have them handy at all times. Best in Class Scorecards Quarterly review of various important measures organized by “B.”The scorecards are available for all employees to view on The Starfish. Leader Expectation(s): Leaders are expected to be familiar with the measures on the scorecard, know how we are doing, and share with their teams. Customer Experience AtlantiCare is committed to providing excellent customer service. Service is one of our five values and we have a dedicated B Team that is focused on achieving our customer experience and loyalty goals. The Starfish Story

The Starfish Story illustrates our mission of, “We make a difference in health and healing, one person at a time, through caring and trusting relationships.” Paraphrased from the writings of Loren Eiseley:

A man was walking along the beach one morning after a storm. Thousands of starfish had been washed ashore. The man noticed a boy in the distance, picking up starfish one by one and gently throwing them back into the ocean. Approaching the boy he asked, “What are you doing?”

The boy answered, “The sun is coming up and the tide is going out. If I don’t throw the starfish back, they’ll die.” The man replied, “There are miles and miles of beach and thousands of starfish. You can’t possibly make a difference!” After listening politely, the boy bent down, picked up another starfish and tossed it into the surf. He smiled and said… “I made a difference for that one.”

Because this story exemplifies the philosophy embraced by AtlantiCare, we now recognize the starfish as our symbol.

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