Transcript
Jack Schell (00:00) hey, Jack. Hey, Jen. How’s it going?
Gabrielle Norton (00:06) Good. Gabby?
Genevieve Seney (00:08) Should be hopping on shortly.
Jack Schell (00:11) My allergies are freaking out.
Genevieve Seney (00:13) Oh, no, it’s.
Jack Schell (00:14) supposed to be hot?
Genevieve Seney (00:15) Right now, right? Yeah.
Jack Schell (00:17) It’s been like 70 degrees and sunny here all week. It’s crazy. But with that, like my eyes are like burning right now. Oh,
Gabrielle Norton (00:26) no, I can hear.
Genevieve Seney (00:28) It in your voice a little bit too.
Jack Schell (00:29) Really? Oh God. Okay. No.
Genevieve Seney (00:32) It’s not terrible. Don’t worry I.
Jack Schell (00:34) Need the allergy pill to hit the stat… for real though. I’m getting annoyed here.
Genevieve Seney (00:43) Yeah, I think, was it you and Mitch? Someone else had really bad allergies in SF too.
Jack Schell (00:49) Yeah. When we went into that meeting room and I like sneezed I immediately was like, fuck, I forgot an allergy pill and then Mitch hooked it up and had one that’s right? I need to, I need to go and like have them nuke my system to like block all allergies.
Gabrielle Norton (01:06) Nuke is hilarious.
Jack Schell (01:09) Maybe too aggressive. I don’t see him in the waiting room, yet. He also, I don’t know if I told both you and gabby this, but he’s going to be dialing in from a conference.
Genevieve Seney (01:22) Oh, okay.
Jack Schell (01:23) So, like… hopefully, not as bad. Yeah… ah.
Jack Schell (01:43) Hey, hi. Hey, gabby.
Genevieve Seney (01:48) He’s dialing in from a conference allegedly. Oh, yeah, I forgot about that.
Jack Schell (01:54) I don’t see him in the waiting room yet?
Jack Schell (02:00) How’s the morning?
Gabrielle Norton (02:03) It’s going fast.
Jack Schell (02:06) What’s that?
Gabrielle Norton (02:07) That it’s going fast?
Jack Schell (02:09) Yeah.
Genevieve Seney (02:51) Jack. So, do you just have general allergies? Or are you allergic to like dogs and cats? I.
Jack Schell (02:56) definitely just have like general, like seasonal allergies but I also am very allergic to cats and allergic to some dogs.
Gabrielle Norton (03:04) Do you want to stop the recording until we start?
Jack Schell (03:09) Yeah, we want to record our conversation about allergies?
Jack Schell (04:16) Morning, morning, Evan. How are you doing?
Evan Martin (04:19) I’m doing. All right. How about you guys? Good?
Jack Schell (04:22) You mentioned you were out at a conference this week correct?
Evan Martin (04:24) Yeah, I’m at hfma’s revcycle conference.
Jack Schell (04:29) Nice. Got it. Where’s that happening at?
Evan Martin (04:32) Just outside of Dallas?
Jack Schell (04:34) Okay. All right. Well, I know that you wanted to have a meeting with our leadership here from the account management side. I have with me, Jen and gabby, who I’ll let introduce themselves… feel free start there.
Gabrielle Norton (04:51) Go ahead, Jen. Yeah.
Genevieve Seney (04:53) It’s good to meet you, Evan. My name is Jen sini, I’m a manager here on the account management team. Obviously just kind of getting up to speed on some of the conversations that you all have been having. And yeah, I wanted to talk through hopefully a path forward today but it’s good to meet you.
Evan Martin (05:08) Nice to meet you as well. Perfect.
Gabrielle Norton (05:10) And then I’m gabby Norton, I’m head of our account management team. So I’m also just here from the leadership perspective and working closely with our CRO, Kyle, and then the pre sales team as well. So here to support and just help find a path forward. But nice to meet you Evan.
Evan Martin (05:25) Nice to meet you as well. So I did talk with Mike on Monday. I had a very Frank conversation with him that this is a miss on their side. Both Carrie and I were very much under the impression that. And the only reason we selected medallion and I’ve made this very clear was because with the fte reduction that we did was associated to the rosters, not any of the other work. So I do need a solution. I need a path forward. I need to know how much it’s going to cost me. And if I’m going to have to lay off any more of my team members because that’s all I have right now as an option for financials to make this work. But Carrie’s about to go out on maternity leave. I do not have the ability to pick up doing rosters myself as the VP of revenue cycle that’s not an option for us. The fact that nobody brought this up and we asked on day three like and we sent over our roster information on our third meeting to Connor and team and nobody even brought it up as why are you sending this to us? Isn’t acceptable that we’ve been in the implementation phase for over 30 days. So I don’t know what you guys are going to do internally but something needs to be rectified and made, right? I’m still out there singing your guys’ praises and how we’re going to improve us. But end of day like I have two options here, I term contract and go back to MD-Staff before my contract’s fully out or we make this right on your guys’ side?
Gabrielle Norton (07:19) Totally hear you. I can start and then Jack, Jen, feel free to jump in, totally hear you, Evan. I think I would be just as frustrated. So the context is helpful. We also did sync with Mike. And then again, I report directly to Kyle our CRO. So he’s completely up to speed on this as well and is kind of helping support from behind the scenes.
Gabrielle Norton (07:38) But like I said, totally hear you. We want to find a path forward. We have a proposal. We can go through with you today. We just want to have a conversation. So I want to see like if it even means anything to you what your first reaction is, I know Mike shared on Monday, some like unit pricing. We’ve already baked in some discounting obviously again to make up for whatever the miss was in the pre sales conversation and want to get that in front of you. But at the same time, like want to have an open dialogue with you and figure out the best path forward. So we can start there. But again just want to reiterate like completely hear you and the frustration… I can take the feedback back to our head of implementation too and just figure out kind of what the path forward is there. I’m assuming that they didn’t ask because it’s not in the contract. And again, where that happened is a separate story but they just didn’t bring it up as a skew because they didn’t think that you guys were contracted for it. And then internally, I know that they did connect with Mike and he had mentioned that you guys were keeping it in house. So miscommunication on that side. But in general, we can work pretty quickly with you on this piece and I know you already shared the roster. So in terms of timing and getting it before Kerry goes out, no concerns from our side as long as we can find a path forward there. But let me just pause, Jen, Jack, anything else I missed? Otherwise, we can kind of get a proposal in front of you and go from there.
Jack Schell (08:56) No, that’s everything I.
Gabrielle Norton (08:58) Think you covered it. Yeah, absolutely.
Jack Schell (09:00) Perfect. Okay. Does that?
Gabrielle Norton (09:02) Make sense Evan to kind of go through what our options are today. And then again, we’ll share all this with you. If we need to get back on the call, we absolutely can feel free to kind of work with this core group moving forward. And then I can own the piece with Kyle of figuring out kind of the myths in the sales process and everything from there.
Jack Schell (09:18) Okay… cool. I’m going to hop right to the proposal, Kylie?
Gabrielle Norton (09:24) Yeah, go ahead. Okay… cool. So.
Jack Schell (09:27) We did bring some context with regard to roster generation just in case you needed a refresher, happy to discuss if necessary. But we did put the proposal together here as well. So I believe you did hear from Mike.
Jack Schell (09:40) Our unit price for roster generation per roster is 4,500. We were able to bring that down to 3,000. And again, as gabby said, wanted to bring this with you with aggressive discounting to hopefully make this right? And get this started. You are in a three year term or three year contract. So you’ll see that as we add this for the first or current term, we will prorate, we will coterm it, sorry to your current dates. So the total cost for the first year will be that 28,000 and then annually moving forward 39,000 based on 13 rosters. We might need to do some tightening up on the volume there. I had spoken with Carrie about this. When it came up. It was brought to my attention. It sounded like there were perhaps two rosters being submitted to a couple of payers based on number of tins. And so exploring whether or not there’s an opportunity to consolidate there to manage these volumes a bit. But again, this is with the projection for 13 rosters delivered to you on a monthly basis to submit to payers.
Evan Martin (10:43) So, how does it work? How is it going to work when we get delegation rights with other health plans as we continue to contract?
Gabrielle Norton (10:53) Yeah. Good question. You want me to jump in Jack?
Jack Schell (10:56) Sure. Go ahead.
Gabrielle Norton (10:58) So on that, I know Jack, you’ve done a little bit of scoping already with Cary on kind of just your upcoming delegation Evan. But if we needed to down the line like say in six months, 12 months like that’s a conversation that Jack would be having with you and just your executive touch bases to make sure we’re way ahead of it. And then we would want to contract you over time for the additional rosters. That being said, if we’re saying like by year two, you’re going to be up to 25 rosters. We can obviously reevaluate the pricing at that time. So each time you need to add more, we would have that discussion. We would add a small growth addendum for whatever the additional volume is that you need. And then we can do that over time. So we can look at if you have a 12 month plan to get 10 additional, we can do it 12 months at a time. If it’s more of, you know, one every couple of months, we can do that as well. So whatever is easier for you guys on that piece. And then again, as the volume does increase over time, we can reevaluate pricing.
Evan Martin (11:52) Okay. So you guys realize this is a full employee salary that you’re presenting to me, which means I now have to go to Carrie to figure out who we’re cutting on our team.
Gabrielle Norton (12:04) Yeah. Again, completely understand. I would be just as frustrated. So however we can help in that piece, I think again want to reiterate like this is an open dialogue. I know how frustrating it is. But once you have a chance to connect with Carrie, I would love to just get kind of your feedback on this piece and kind of hook hopefully work towards a path forward between the four of us here or Carrie if you would like to include her in the conversation as well. And then I can manage the rest of it separately with Kyle. But again just wanted to start somewhere with you trying to do what we can to give the initial discount. But at the same time completely understand the frustration.
Evan Martin (12:39) Yeah. I mean, here’s, what my initial take is, I want this year for free. I’ll pay the 39, the additional two years. I have no problem with that. So I don’t have to cut one of Carrie’s team members, and I can absorb the cost that’s where I’m at like to me, we were very clear with Mike, we’ve gone back through all of our notes. I’ve gone back through my text messages with him like this was a sales drop and I would never have known your guys’ SKUs. And when we’re reading through what’s in the contract, it reads delegation on.
Jack Schell (13:15) There. So.
Evan Martin (13:16) To us, that included the delegated roster, not knowing that it was a separate SKU. Yeah.
Gabrielle Norton (13:23) I can take that back to Kyle and see what we can do there. It would be helpful Evan. We have obviously gotten some like of the emails and communication from our internal teams. But if you have any of the texts or emails or anything that I can take back, that also helps me from my perspective to make the case. If you don’t mind sharing those, that would be helpful for me. Yeah.
Evan Martin (13:42) I’ll have Carrie pull her stuff too, cause everything that every conversation we are involved around, Carrie dove deep into what does it look like for roster generation? Because that is the most time consuming portion of everybody’s job. Yeah.
Gabrielle Norton (13:56) Absolutely. I think if I remember correctly, it’s taking you guys about two weeks to do the rosters every month. Yeah. Yep. Yeah, if you don’t mind asking her and just sending it our way. No rush on that, but that would be helpful from my perspective just to kind of take the feedback back. Yeah.
Evan Martin (14:10) I can reach out to her today. Okay?
Gabrielle Norton (14:12) Perfect. Thank you so much.
Evan Martin (14:15) She’s on borrowed time too, like they moved her delivery date up two weeks. So, just like, oh wow.
Jack Schell (14:25) Okay.
Evan Martin (14:25) Yeah. I mean, to me like 39,000, you know, a drop in the hat. It’s not a big like in the long scheme of things it’s but for this year where I’ve just laid, I’m literally, and what I told Mike is, I’m going to go from 150 ftes to 15 by the end of April. So to me to have to go and say, hey, I need 28 more 1,000 for this year. My CFO is just going to be like, who are you getting rid of?
Gabrielle Norton (14:58) Totally hear you. I have one, from our perspective again just from my sake and looking at like path forward for us and for tracking for you guys. Longterm, what?
Evan Martin (15:07) We might.
Gabrielle Norton (15:08) Come back to you with again, let me talk to Kyle and also, our CFO sometime today. But what we could come back to you with is we still contract for what’s in front of you here so that we have all of your quantity and everything in the platform and like formally documented. And then we could issue the credit against year one or whatever that looks like, so that you’re not paying that full cost. Would that be something that you?
Evan Martin (15:29) Got totally fine with that? Yep?
Gabrielle Norton (15:32) Okay, perfect. Let us, I don’t have anything else from my end. I don’t want to speak, Jen and Jack for you guys, but let us go back Evan internally and, work on a couple of things. I don’t need anything from you to like start those conversations so we can start those this afternoon. And then whenever you or Carrie or both have a chance to send any of the texts or emails our way, that would be helpful for me as well. Yeah.
Evan Martin (15:51) I’ll ask Carrie to pull hers. I mean, I eventually took a step back to allow her to really run with it. So, okay, perfect. Especially her conference, in a lot of her conversations, the conversations we were having while Mike was on the call were with the person doing the demos and going through that. And, I think it starts with a J if I remember correctly. But yeah, so that, I mean, this is the whole reason Carrie moved to medallion was just for this portion. Like everything else, medallion approvals, all of that like that was going fine, in our case, it was really roster generation and being able to help the provider speed up their timelines. Yeah.
Gabrielle Norton (16:37) Okay. That helps. Thank you for the time. I know it’s frustrating but I think we can ideally find a path forward and like I said, our TSM team who works on the rosters and, the implementation team, they’re quick and they’re ready to go. So, hopefully, we can get a decision and plenty of time to like get this wrapped up and going before Carrie’s out as long as we don’t move two weeks sooner than she did.
Evan Martin (16:59) Yeah, yeah, no, no worries. And thank you guys for taking the time. I appreciate it. I appreciated Mike’s call on Monday too. Sorry. I’m being a little hard. I’m I definitely though, I, and the frustration is more of like, how is this missed portion? And, and we’re also having other issues. Carrie’s having other issues with the implementation team. So I think that’s partially part of like her frustration is now flowing over. So. Yeah.
Gabrielle Norton (17:27) Okay. Totally hear you. Well, thank you again. I’m confident we can find a path forward and let us get working on that. And then we’ll get you. We’ll get you at least the initial proposal slides you have in front of you, but just know that we’ll come back to you with some additional feedback. Okay?
Evan Martin (17:42) That sounds great. Okay?
Gabrielle Norton (17:44) Thanks, Evan. Have a good day. Nice meeting. You see you.
Evan Martin (17:48) Bye bye.