Startup Success: Memora Health Uses Live Learning to Build a Manager Support Toolkit
Company: Memora Health
Function: Software Platform
Industry: Hospital & Healthcare
Fun Facts:
Memora Health works with leading health systems to create AI assistants that help care teams provide high-touch care to more patients.
These AI assistants have been able to answer more than 70% of questions that patients have about their care — ranging from postpartum care to cancer treatment to surgery recovery, and more.
TL;DR:
Memora Health, a healthcare tech startup, partnered with LifeLabs Learning to build a comprehensive manager support toolkit. Facing the typical challenges of a small People Operations team and a fast-paced environment, they implemented tailored leadership training programs that boosted manager engagement and people ops capacity. The result was a more supportive, engaging, and effective learning environment for managers.
Situation
Memora Health, a rapidly growing tech startup in the healthcare space, wanted to establish a solid foundation for its new and established managers, ensuring a unified voice and management standards across the team. However, like many early-stage companies, it had a small but mighty people operations team of one (now two).
Sarah Carranza, head of people operations, sought outside expertise to extend the baseline manager support she provided. She aimed to offer foundational training and tools from which all managers could operate, building a “toolkit” of support.
In addition to a lean people operations team, Memora Health faced another common hurdle for startups – its training initiatives often got pushed aside due to urgent demands and a fast-paced environment.
“Tech startups are a unique kind of beast, moving incredibly fast. It’s easy for things to move so quickly that we don't have the time or natural pause to ask, ‘Are we really building on all these tools?’” said Carranza.
Solution
Memora Health partnered with LifeLabs Learning to run multiple manager cohorts through the Manager Core 1 learning program and the Managing Distributed Employees workshop.
The timely, science-backed, data-focused, and continuously updated content LifeLabs Learning delivers was a significant draw for Memora Health when choosing an L&D partner, as were LifeLabs Learning’s expert employee facilitators.
“We were able to access highly skilled, thoughtful facilitators without bringing on additional headcount. It allows me to have an extra arm that’s an extension of what I have as a toolkit. And folks can trust that what they’re hearing from these awesome people are the same things I would advocate for.”
Results
A robust toolkit for manager support
Memora Health now has a comprehensive resource bank of tools, templates, and frameworks managers can use during one-on-one meetings with direct reports. They leverage tools like the SOON Funnel and Micro Yes and, as a team, review the feedback formula during each performance cycle.
The company also implemented LifeLabs Learning’s Playing Card Method. People ops integrates this and other best practices into employee initiatives and programs, ensuring learned skills are continually reinforced and discussed beyond initial trainings.
“It’s a very different skill set to be a manager; it’s really hard. So, just knowing you have access to this whole toolbox that LifeLabs Learning helped support really moves the needle. It makes it less scary.”
Expanded people operations team capacity
By outsourcing its fundamental manager training, Memora Health’s People Operations team expanded its capacity to “keep the learning going” internally. It built out its foundational toolkit with new initiatives such as:
Monthly manager check-ins to discuss trainings and team happenings, determine needs, and reinforce best practices learned in LifeLabs Learning workshops.
Quarterly manager forums to cover timely updates with an emphasis on L&D and continuous learning.
Management principles focused on being a company champion, a decision maker, a coach and mentor, and a changemaker. Each quarterly manager forum highlights a different principle.
Increased manager engagement
Memora Health’s focus on continuous development and support has proven crucial in a startup environment where challenges are common, and the career ladder isn't always clearly defined. Manager engagement has seen a significant boost following LifeLabs Learning trainings.
“One of the things folks care about the most is feeling like they are invested in and have the opportunity to grow. Knowing that there will be hard times, but they’ll come out stronger with a skill set they can carry with them keeps people excited and engaged.”
This sense of investment and opportunity helped demystify the organization's performance expectations and engagement drivers. Managers feel equipped with the tools and strategies to navigate difficult situations, positively impacting their engagement and motivation.
The live learning training advantage
Memora Health has discovered the distinct benefits of live training over self-driven learning.
Curated learning
Live training programs offer a focused approach that simplifies decision-making and enhances engagement.
"With self-driven modules, you're overwhelmed by content and unsure where to start," said Carranza. “There's something really powerful about saying these are the four core sessions we think are the most important. We've already made that decision for you, and all you have to do is show up, be awesome, talk to your peers, and deepen your skills.”
Interactive sessions
A common misconception is that simply putting managers together in a group will naturally lead to productive discussions. Effective training requires strong facilitation.
Carranza reported, “Facilitation is something that LifeLabs Learning does particularly well. Their facilitators are very knowledgeable and also create an engaging and exciting experience. It's not Netflix, but you're having a great time!”
Inclusive environment
By leveraging the live training advantage, Memora Health has created a more inclusive learning environment for its managers, ensuring it hears all voices.
“LifeLabs Learning naturally invites people into the conversation. People who might otherwise be hesitant to speak up feel drawn in because they're part of a smaller cohort. It automatically gives them a seat at the table,” said Carranza.
In summary
Memora Health's partnership with LifeLabs Learning has enhanced and expanded its manager training and development approach. By creating a robust toolkit for manager support and leveraging live training, the start-up has significantly improved manager engagement, expanded its L&D capacity, and fostered a supportive, inclusive learning environment.
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