Transcript
Rae Tompkins (00:00) hey, Christina?
Kristina Rombal (00:01) Hey, Ray. How you doing?
Rae Tompkins (00:12) Can you hear me? Can you hear me? Yeah.
Kristina Rombal (00:17) I can hear you.
Rae Tompkins (00:17) Sorry about that. Yeah. Let me.
Rae Tompkins (00:24) Can you hear me now? Yeah.
Kristina Rombal (00:26) I can hear you okay?
Rae Tompkins (00:27) Sorry, I always have problems with my headset and I just, my computer just told me my camera is malfunctioning so I apologize.
Kristina Rombal (00:36) You’re good. Let’s.
Rae Tompkins (00:39) see.
Rae Tompkins (00:46) Get our agenda pulled up here.
Rae Tompkins (00:53) Hey, Nick. Hi.
Nic Schisler (00:55) Everyone. Good morning. Good afternoon. Good morning. I might be on mute here and there, but I’m here. I’m just sneaking in lunch finally. Yeah.
Kristina Rombal (01:04) Okay.
Rae Tompkins (01:09) I just typed out our agenda and I lost it. So, let me get it pulled back up here. Are… we expecting anyone else on your side? Christina? Yeah.
Kristina Rombal (01:17) I have thought I forwarded it but it doesn’t look like it. Actually, I’ve well, I forwarded it. It shows in the email, but on here, for some reason on the invite itself, it doesn’t show that they’re on here. So I’m trying to pull, okay?
Rae Tompkins (01:31) Yeah, I see people accepted. So, just happy to give them some time if they want to hop on. Yeah, she I.
Kristina Rombal (01:44) did I’m trying to figure out how to join? Okay? So Andrea is going to jump on, but she’s saying that she’s trying to figure out how to join.
Rae Tompkins (02:02) There she is. Hi, Andrea. Can you hear us?
Andrea Aculco (02:07) Yeah, I can hear.
Rae Tompkins (02:09) Perfect. All righty. Well, we can go ahead and jump in. I just saw that email come through for doc from dr Kwan regarding those providers that need to be re, requested for Michigan. There needs to be a switch in our platform, but we’re working on getting that fixed right now so that they can be re, requested. I will make sure that happens by end of day and they’re marked as a priority. I think there was a bit of a delay as we were re, migrating data back over and with all the open requests, but I will make sure that those are prioritized, and that we have those an update to you as soon as possible. But on a happier note, we have restored all open requests, so that we no longer need the elevance team’s assistance. Our team was able to go in and all of those open requests have been restored. So there shouldn’t be any additional fallout, okay?
Kristina Rombal (03:05) And that’s from that list that you sent me from the 120, yes.
Rae Tompkins (03:09) Okay. Well, no, this was the 120 were new licenses that were stopped. That email was sent yesterday. These were providers that were requested but stopped due to the initial migration. So, we just needed confirmation from you that those need to be reinitiated in platform. So, the renewals, there are about 180. Those have been restored by the medallion team. There was an email sent yesterday with 120 new licenses that were stopped because of the migration. So, we just need to confirm those should be reinitiated.
Kristina Rombal (03:45) Okay. So, were they new requests or were they like renewals?
Rae Tompkins (03:50) I believe new, we restored the renewals with the, 180.
Kristina Rombal (03:58) Okay. Hold on. Let me, I’m just note taking here too, but.
Andrea Aculco (04:07) You’re saying Rae, that we have to confirm?
Rae Tompkins (04:12) Correct, because they were requested and then stopped due to the migration. We just want confirmation directly from your team that these providers need to be re, requested back under carelon. Yeah.
Kristina Rombal (04:24) We want to do all 120 because if we go through and have to go and verify each one, but they were stopped on your guys’ end and not our end, then they should be continued.
Rae Tompkins (04:35) Okay. Yeah. I’ll get with the team to make sure that the 120 are put back in place. A couple of call outs here. There were three or two providers that I had flagged in an email, Ashley Flanagan, Thomas, and, Diana, L, we, need to make sure that we get those tasks responded to as soon as possible. Ashley Flanagan.
Andrea Aculco (04:58) Thomas is caremore, she’s not with us. Okay? Again.
Rae Tompkins (05:02) We don’t have direct visibility and this will be solved once that migration takes place, if they’re not directly assigned to a team palliative care or, the other group. So, I can definitely make sure, that is.
Andrea Aculco (05:15) Okay. And I don’t know about the other one, Christina. Oh, Diana, is that her right there?
Kristina Rombal (05:20) Is she an LMS? Lmsw? Yes. Okay. Yeah, no, she’s us, let me see. I’m going to look her up a minute, yeah.
Nic Schisler (05:34) Christina, to Rae’s point, just, it’s hard for us to decipher who’s with what org right now because all of the providers are still within carelon. Once we finish the migration of pulling over those caremore mosaic providers, those advanced primary care providers to the new caremore mosaic instance that has now been created. We will only see your carelon providers in the carelon instance. So that will obviously, you know, solve some of this who’s who, which org are they with? As we move forward. I believe we’re very close to wrapping up that migration. I think Rae and I were kind of hoping that maybe it would be wrapped up this week. I don’t know if that will be the case or not. And we’ll certainly keep you all updated. So, you all know, when it’s complete. That way it’s only carelon providers in the instance, but our hope is that within like the next week or so by month’s, end, that migration is complete for you all. So sorry if it’s kind of been a bit of a reoccurring ask, certainly not trying to create any uncaused frustrations, but unfortunately, just from the way that was all set up contractually with you all, from the get go, how the instance was created, we just don’t have any visibility into that right now.
Kristina Rombal (06:54) Okay. So… okay. Yeah. Because now, I’m looking at some of like the renewal requests that I’m getting for licenses and some are caremore, some are ours and they are being sent to like both us and Melissa. But I thought when we had sent our rosters over to you guys that it was split that way. So I guess it’s not taking over on the renewal aspect of it, just on… I.
Rae Tompkins (07:24) Think it has to do directly. There are teams assigned within the licensing, either palliative care or the other group. And I think if there’s not one directly assigned, both admins will get the request. I believe the one that you’d flagged to me earlier, I believe that was yesterday. It had both you and Melissa’s team on it just to make sure any admins that are associated with carelon, receive that notice just to make sure it doesn’t fall through the cracks of which group it, you know, directly pertains to. But like Nick was saying, once that migration is complete and the only providers are your providers under carelon, it’ll definitely alleviate some of that confusion. But I think right now both parties are being cc’d on their request just to ensure that the correct party is being notified.
Kristina Rombal (08:11) Okay. So then we’re going to continue just.
Rae Tompkins (08:16) temporarily until the migration is complete. And like Nick said, we were hoping to have that done by end of week. But as soon as that migration takes place… that’ll alleviate that issue… okay? As.
Kristina Rombal (08:36) For the renewals. Because I know we’re going back and forth on that as to like the auto renew situation because we’re still advising our providers to renew. Now that like we’re kind of seeing that it’s not going back and we have to do an actual re request versus like just selecting the enable auto renew. Like we’ve done in the past… is that even going to work if it’s already entered in… medallion? Because when something’s already entered in medallion, we can’t enter it again. It doesn’t allow us to, it’s like a faded out selection. So when I attempted to do it, yeah. And when I attempted to do that for a renewal, it doesn’t make sense for us to do that for two reasons. For one, it doesn’t give us the option to and two, we’re just like we’re kind of doing this back and forth thing on the renewal aspect. And I know that, you know, we’re going through like this issue from it being into the allovance instance. And then now like going back to the carelon, and a lot of things are messing up like everything we dig into, we’re finding more problems. And I was really hoping and I know we talked about this before if we could have auto renew turned on for any provider that has… to 100 percent turned on so that we can just make sure and get on top of the providers so that they can work with you guys to get the renewals taken care of. Because there still are a nice chunk of providers that want to still work and do the renewals with medallion and prefer medallion to do it and us kind of going back because we’ve been doing this back and forth thing like every week and it’s not getting us anywhere. And I don’t feel that we should be responsible for adding these things in. For one, we don’t even have the functionality to do it. And two, it’s just causing delays and then us communicating this to our providers which is really causing more headache and them to escalate everything. So, a lot of things are being escalated and we’re having more meetings with leadership as to this issue. And I don’t know how to resolve it, right?
Nic Schisler (10:43) I thought we confirmed with engineering that they should have the ability to turn on auto renew.
Rae Tompkins (10:49) That’s correct. No, that was my next agenda item. Christina. I’m going to log in right now as an admin. You should have the ability to turn on auto renew on your side. We did work with our engineering team and just because the, we really want you to be the source of truth for providers who want auto renew back on. Because whenever we go on the platform, we are seeing both elevance and carelon care more providers. So I’m going to double check right now, but you do have the permission to turn on auto renew internally?
Kristina Rombal (11:22) Wait. So I did turn on auto renew for instance, for Holly walker and her. Nothing’s been worked on for her. And that was because you told me I needed to do a re, request, a re request versus turning on auto renew are two different things.
Rae Tompkins (11:35) And I totally understand that, that’s correct. So auto renew is for any licenses that are, that already have been issued and need to be auto renewed for the next time. The re request are the ones that we’ve taken care of internally. Any of those ones that were moved to inactive because of having to migrate the data back over for Holly walker? Was there a specific state that you didn’t see a request put back into place?
Kristina Rombal (11:59) So, no, I turned on the auto renew for her because she wanted you guys to work on her Michigan and California license. But you were telling me I need to put in a re request for it. So… I’m not able to because I attempted just for like shits and giggles to try to do it, but I don’t even have the functionality to do that. So then it’s like we’re kind of wasting days here, going back and forth on trying to get even just one provider renewed versus all the providers that are coming upcoming for renewals. So it makes me a little kind of hesitant to even like jump into a project to help you guys help us on something that we can’t even do. And then at the end of the day, it wasn’t even our fault that this happened. So like we’re trying to get things taken care of and situated. But this problem’s like really starting to like become a bigger problem. Yeah.
Rae Tompkins (12:53) I totally understand. And I’m not placing blame on anyone we’re trying to be the best partners we can be to ensure that the migration is able to, you know, take place. There was definitely some.
Kristina Rombal (13:02) You.
Rae Tompkins (13:03) know delays with migrating over than migrating back Holly walker. I can see that her, what she was deactivated, it was requested by you. It was deactivated when it took place. Auto renew is turned back on for Holly walker. And that was in regards to California and Michigan. Would you be able to?
Kristina Rombal (13:30) Tell me how many providers are currently going through renewal with you guys that you guys were still finishing up from before this transition to now? Like I want to know, I kind of feel like I’m we get so many spreadsheets. I’m kind of getting lost now, like I don’t know where we stand with the renewals that were done because like I said, the medallion platform isn’t even up to date. So like some providers that were renewed, it’s not showing renewed on their profile. And then we’re having to go in and manually update those, which is again like every little thing that we start dabbling.
Nic Schisler (14:01) Into, I think the reason why they’re not showing as updated in the platform yet is because there’s a QC period that we go for, go through and Christina that can sometimes take up to 10 business days. Now, usually, I don’t think it takes that long, but I’m wondering if that’s part of the problem where like we know that it’s renewed. You can probably see that it’s renewed if you go directly to the board site, but we do a quick QC period just to ensure that everything is correct before we go and put that on the platform. So we don’t mistakenly show something. And then we’re showing something incorrectly. So I understand where you’re probably manually going to do that. That’s not the first time I’ve heard that. I’m sure Ray’s heard that before, but it’s just a part of our QC staff. And that’s probably why you’re not seeing it reflected in the platform immediately?
Rae Tompkins (14:51) And I can see just pulling Holly walker, she has three needs attention flags in regards to her California license, nprn and RX authorization. And then it looks like the board is processing her Michigan license is.
Kristina Rombal (15:08) that on there as of now because I know when I checked her tasks just the other day, there was nothing there.
Rae Tompkins (15:14) Yes, it was submitted March eighteenth today at 1,154 a. M. So a couple of minutes ago, not too long ago, so two hours.
Nic Schisler (15:25) I guess Christina we want to try to alleviate like there’s totally understand where there’s been some frustrations and obviously, if we could redo it, we would redo it, right? But we can’t go back. So with the last like 14 minutes of this call, like what would be helpful for Ray and I to work with the team on to deliver to you to where you feel like you have the most up to date information? I think a lot of the platform updates will happen given just we’re probably still waiting for that QC period to end. I hate like working off manual spreadsheets, I think that we all do. But we want to try to alleviate whatever frustration that we can for you. So I guess, what are you needing from us that you’re not getting today that you feel like you need?
Kristina Rombal (16:14) The renewals are, our biggest target right now. And then next from that is the profiles being updated with that current expiration, dates. But you’re saying that’s going to be through the QA?
Rae Tompkins (16:26) Process, right?
Kristina Rombal (16:27) So the QA process will update them even if the provider somehow renewed them on their own. It’ll get verified or is it only if medallion does it?
Nic Schisler (16:38) Right. I’m not sure about that piece. We might need to ask Christian if you don’t know.
Rae Tompkins (16:42) Yeah, I can confirm with the licensing team Christina how that works. Yeah.
Kristina Rombal (16:46) I would really like to know that. And then I know when we talked in our last meeting, I asked if the medallion platform like checks the state sites just like automatically on its own. Not that you guys would manually have to do it, but I thought there was a functionality within medallion that it verifies these state licenses are truly renewed, like have these expiration dates and are up to date by what’s found on the state sites. And I think via email, we were saying that wasn’t something a function that we were, I don’t know if it’s a function we weren’t paying for or you.
Nic Schisler (17:24) Mean the license expiration monitoring piece? Yes, yes. So we are working with Tony on that as we go through the renewal to get that in place for you all to give you a little bit of context when we did the original agreement with carelon, that was something we were previously doing for you all. And it’s something we’re still doing. It was right? Yes. Okay. I thought so. And it’s something that we’re still doing for the caremore mosaic… team today for the advanced primary care. And I think that was somehow not captured in this separate agreement that we’re doing for you all. And so gabby and I and Ray, we all caught that we talked about that internally and that was one of our red lines back to Tony which I delivered to them yesterday. So that would be a product that you would still be able to take advantage of and we could help reduce some of the manual lift from your side with having that in there. So that should hopefully be a non issue. We should hopefully be able to come to an agreement on that with Tony. We gave you all some pretty significant preferred pricing there as well that matches what we had done previously. So that will hopefully be something that would get into place for you as well.
Nic Schisler (18:37) And I did ask Tony, excuse me, I did ask Tony. So did Ray, I asked him to reach out to you about this. I think we sent that via email as well that he might be inquiring with you about this. I didn’t hear back from him and I don’t think we hear back from you either, but that is something that we are trying to work into the current renewal agreement so we can alleviate some of that manual process for you and your team and help own that.
Kristina Rombal (19:03) Okay. So, but it was originally on for us and then it just somehow just not on there when you guys went over to mosaic because I don’t understand how we’re.
Nic Schisler (19:11) going to have to do it again. I’m not exactly sure how it’s been disabled or not. I really don’t know the ins and outs of that… but it’s obviously something that’s currently not enabled that we’re working through from a contractual perspective like once the migration is set, the agreement is signed, like we can enable all that for you. And I’m hoping that we have the renewal signed in the next week or so. That is my intent with Tony. I hope I’ve been trying to push on that with him so we can get some of this enabled for you all.
Kristina Rombal (19:42) Okay. Well, I have a meeting with Tony later today so I’ll talk to him about it and see what is going to happen and how quickly that will take over. Because if let’s say you guys end up doing this for us again, how quickly would that happen? Because we kind of need that like.
Nic Schisler (19:59) Two weeks ago, it takes like five seconds to go in the platform and turn it on. So it’s really a matter of just kind of working through the red lines and executing the agreement. And, you know, hoping he’s okay with the pricing that we came in at. I thought we tried to be very fair. We weren’t trying to sneak it in that’s why we had the conversation with you. We sent it via email. I reached out to him directly on the cell phone call.
Nic Schisler (20:24) I think like last week to try and talk through it. So we’re certainly trying to be helpful partners here and not sneak anything in the back door. Obviously this is going to cause less manual lift for you and your team and we’re happy to own that. So hopefully we can come to the agreement there on that piece.
Kristina Rombal (20:45) Okay. So then for renewals then, so then that’s what we’re going to focus on. As of this point, I would like to know which ones have actually been done because it’s really hard. Like I said, it’s really hard to kind of keep up with this platform right now.
Kristina Rombal (20:58) I don’t I’m never been so confused as I am now is I want to know which ones have been worked and which ones you guys are still showing up for upcoming renewal? And if you guys, if you guys are able to renew these ones before they expire, or do we have to push for these providers to get renewed before their expiration date? Because I know we’re getting closer to like four one for the four one expirations. Like I see Jesse karth, his is going to expire on the first. Would that be something you guys be able to renew now with the timeframe we have? Or is this something I’m going to have to push for him to do on his own? Yeah.
Nic Schisler (21:37) Why don’t Ray, why don’t we maybe just work with Tristan after this and see if she can’t help us pull together a list. And if it makes sense for us maybe to just get on another call in the next couple of days… you know, before the weekend or first thing on Monday, Christina, obviously like afternoon our time morning your time to go through that list and we can have Tristan a part of that call to maybe give you some insight. I think we’re happy to do that to help you out there.
Rae Tompkins (22:05) Yeah. And just to flag, Christina, if you’re in platform under licenses, I can share my screen super fast. Hoping this sheds a little bit more visibility into the files that have been re, requested under renewals. If you filter to licenses request type and then license renewals, it’ll show you everyone in platform. Again, this is going to show unless you filter out the specific team, everyone that medallion is currently working on the renewal for.
Kristina Rombal (22:33) Okay. And then with that being said with this and then like exporting, I’m still not getting emails. I’ve been attempting just about every day to try to export from here. And I’m not getting an email. So I don’t know if it’s something you guys can check for me and see why I’m not able to do that.
Rae Tompkins (22:50) So,
Nic Schisler (22:51) you click the link and it says it has sent but it never sends to you.
Kristina Rombal (22:55) Yeah. It gives me that pop up that the file’s requested and it’s going to send to my email. And I don’t ever get an email.
Nic Schisler (23:00) Okay. All right. Thanks for letting us know.
Andrea Aculco (23:03) I have a question. So the auto renews on all the providers. Is that going to be turned on by medallion?
Rae Tompkins (23:11) So that was what we were just speaking regarding our engineering team. Would really like the elevance team to own that to be the source of truth, but you do have the ability to turn on auto renew directly from this screen here. Under directory. You can go to providers, select all the providers that apply, enable auto renew. Oh.
Andrea Aculco (23:34) So we just have to, we can select all and just hit auto reply.
Rae Tompkins (23:37) Well, we would need to make sure that the team is filtered to the correct team. And then all these providers that say in a, this is where our team doesn’t have direct visibility into where they fall, which is why our engineering team really wanted the elevance team to own this as we don’t want to turn on auto renew for a non applicable provider. So I.
Andrea Aculco (23:56) see, oh, so you still have us in with caremore?
Rae Tompkins (24:00) Correct. Until that migration takes place, you’ll be able you’ll see all providers associated. So we would really appreciate the elevance team owning turning on auto renew as, unless we want to wait until the migration takes place.
Andrea Aculco (24:14) When is that? We?
Rae Tompkins (24:15) Don’t have direct visibility? We’re hoping end of week, but it may be end of month. It really just depends working with that team and making sure that everything is functioning on their side. As far as logging into platform. I mean, there are 470 providers obviously loaded into platform, but that there is functionality available for the elevance team to utilize, turning on single, sign on directly yourself. You can go ahead and filter by team. Anyone that is directly associated with the group. You can turn it on for those providers. And then hopefully that’ll kind of alleviate the remaining that don’t have a team assigned. So.
Andrea Aculco (24:52) Once it’s turned on and their profile is 85 percent or more, medallion is going to work the renewal?
Rae Tompkins (25:01) Correct. I’ll reconfirm that and shoot over an email. But once auto renew is turned on, it should automatically kick off the request for auto renew for any affected licenses? Okay?
Andrea Aculco (25:11) And you’re going to confirm that you said yes, and you’ll get back to us with your confirmation today?
Rae Tompkins (25:18) Yes, I will do my best to get it to you today, if not first thing tomorrow morning?
Andrea Aculco (25:22) Okay. Thank you, Marie. Yeah.
Rae Tompkins (25:28) Alrighty. Well, I will be in touch obviously with these Michigan providers and then confirmation on once we turn on auto renew for these providers, it’ll automatically kick off a request. And then again, I will submit a bug ticket Christina for the inability to receive those downloadable reports from platform. Thank you for letting me know that was an issue. I was unaware. So I can definitely work with the team to get that fixed.
Andrea Aculco (25:53) And.
Rae Tompkins (25:54) again, we’ll continue working on this. I don’t want it to cause any issues or headaches on your side. I want to be as supportive as possible to make sure that this transition is smooth. But I think as soon as we’re able to get the mosaic caremore team, we’ll have a little bit more visibility and obviously, that number will be much smaller so that we can really focus on the providers that apply under carelon Ray.
Andrea Aculco (26:15) I have a question, can I share my screen and you could tell me how you got that function that shows?
Nic Schisler (26:23) How to separate it? Andrea? I was just going to start to interrupt. I was just going to ask, would it be helpful if we just send you some screenshots and just bullet point it out? Just say you have it moving forward.
Rae Tompkins (26:32) Andrea, do you mind showing me though if you click a provider like Jasmine tucker, if you click that little box next to the plus sign and it may, oh, so go back to that tab that’s okay. So that little square box, yep, click that Guy and then set auto renew.
Andrea Aculco (26:47) Right. I get that. But how did you separate it? I saw like,
Rae Tompkins (26:52) AC, oh so teams. So that little second column that says teams and there’s a little funnel.
Andrea Aculco (26:57) Oh, okay. Okay. I see it. Okay. Yeah, thank you. But I.
Rae Tompkins (27:03) can definitely screenshot. I can send this that way. You have it on file just for next time, but yeah… you’re welcome. Alrighty. Well, I will be in touch as soon as possible. I really appreciate everyone’s patience as we work through this, and I know it’ll be smoothed out as soon as possible and I’ll be in touch. All right. Thank you, you’re welcome. Thanks Ray. Talk.
Andrea Aculco (27:24) To you soon. Thank you bye.