Transcript
Dixie Baxley (00:00) good afternoon.
Peter Bosworth (00:02) Hi, Dixie. How are you? Good. How are you doing? I’m doing well. Thanks. Where are you calling in from again? I’m in Florida. You’re in Florida, right? How is it down there? I remember my parents were in Florida a few months ago. They were telling me it was like high thirties and I was like couldn’t believe it, but I guess that happens from time to time.
Dixie Baxley (00:27) Yeah, from time to time.
Peter Bosworth (00:30) You’re at the top?
Dixie Baxley (00:33) No, I’m in Tampa.
Peter Bosworth (00:35) Oh, you’re in Tampa… gotcha?
Peter Bosworth (00:42) Okay. We, my manager, Genevieve, sini, is going to be joining the call as well. I’m just going to give her one second to join, but in the meantime, share… my screen here.
Peter Bosworth (01:11) so, we’ll we can go ahead and get started. So, thank you for making time to meet with us. We really appreciate it. So quick agenda for the call today. So I’m also, by way of introduction, we met a few earlier in 20 25. But my name is Peter bosworth. I’m an account manager here at medallion, and I know that you were closely involved in the sales process, working with Jared and all of that. So, nice to be reconnected… as a quick agenda for the call, plan is to review some of the historical trends in terms of how you’ve been consuming in medallion, and then discuss the state of kind of overconsumption that we’re seeing in the platform today, and then hopefully get a better sense of what your anticipated needs are for payer enrollment for the remainder of the year. And then, based on that conversation, discuss some next steps and a mutual action plan. I just noticed that Jen from our side joined. I’m, just going to give her a sec to introduce herself.
Genevieve Seney (02:23) Yeah. Sorry, all back to back meetings today. My name is Jen. Sini, I’m a manager on the account management team.
Genevieve Seney (02:31) Obviously just joining Peter here to talk through any contractual questions you may have, but, yeah, thanks for joining us today.
Peter Bosworth (02:42) Awesome. All right. So, here is a snapshot of your, of Nuvia medical’s consumption. So, we’re in year one of the contract. These are the purchased amounts and the consumed amounts here.
Peter Bosworth (02:56) Obviously, you… have 184 providers on the platform. The purchase amount was 123 there. And then in terms of payer, enrollments, what was purchased was 65 and we’re seeing a consumed amount of 245. There’s also, a good amount of provider enrollments that are in upcoming consumption, meaning they’ve been requested, but haven’t counted towards consumed. And then for revalidations, purchased, one oh five used five. But as you know, the medallion contracts are, allow for the SKU flexibility which allows you to kind of use a SKU, like the demographic updates, which wasn’t necessarily included in the initial contract, but, is obviously available to you to use. So, right… now, as of this kind of call, the consumed amount was 70 is 71,806 dollars. And the year one amount in your contract was 51,940. So we are, about 19,866 dollars over that mark, which is kind of, the catalyst for the call today. So… I’ll pause here. Do you have any questions on what I’ve shared so far?
Dixie Baxley (04:20) And,
Peter Bosworth (04:20) then we can kind of discuss about what the plan is?
Dixie Baxley (04:25) I mean, I’m openly, I’ve always been very open with medallion and I’m going to continue to be very open with medallion. This does not surprise me. I’m irritated that you guys want to bring this to me but it is not surprising because I spoke with you and your CFO and everybody else in the company and now about all the issues with the sale process and all of the lies that we were told and I’m being open, they were lies and no one held true to anything that we were told. We were told that an enrollment and I verified it multiple times with Jared was by provider, not by provider by payer. So when we calculated what we expected to go through in year one, year two, year three… it makes sense that we purchased something under what we needed because we were lied to. So it doesn’t surprise me but it irritates me not only that I still have to maintain staff internally to manage medallion because medallion is not following the KPIs and doing everything that they need to be doing timely. And I literally have somebody who just literally sits and micromanages medallion. And then on top of that, they’re also calling payers, escalating, credentialing, resubmitting, even though we’re paying for medallion to do the enrollment because the enrollments are going to the wrong places for the health plan to process. We’re losing time and having to start all over again. I mean, I could just go through the series of issues and we were told we would have an account manager who would be there for us. We lost her about what a month ago. So now we have to go through tickets and emails and that is not timely. And we have complained and I have reached out and nobody wants to return our calls. Nobody of any in management who can make decisions. So we’re… very dissatisfied. And then we were told that if we, because when I went through this with your CFO, Cameron and I said, well, can we borrow from year two, year three enrollments? Because we were told that as well or was that a lie? And he said, no, you can’t and I said, okay, because that’s what we’re going to have to do. We’re going to have to borrow from year two and year three because what we were told and what we purchased is completely different. So we’ve learned a lot of lessons with medallion so far and being very open. I’m not sure that I will continue past my current contract phase.
Dixie Baxley (07:11) I mean, you’re not even meeting the KPIs, I could get out if I wanted to. Now, but I don’t want to disrupt anything because we’ve already put so much into it to try to make this work with medallion. I don’t know that I would continue. I would probably offload at the end of my agreement unless things don’t get better and I have to offload earlier to another cbo and I don’t mean to preach or go in a soapbox. I’m just being very honest about what has happened and the delivery, the service delivery that has been provided to us. It is extremely poor.
Peter Bosworth (07:51) Okay.
Dixie Baxley (07:54) And I know you and I talked about it some time ago as well and, you know, I was between a rock and a hard place we had just paid all this money to onboard and I was having to make all kinds of internal adjustments because we weren’t getting the product we were sold… yeah?
Genevieve Seney (08:12) I think I’m happy to jump in a little bit here. I know that obviously, there’s some misunderstanding during the pre sale cycle of the contract and how it works. I think, you know, transparently Jared’s no longer with medallion in terms of the partnership and so obviously sort of where we are today, I think is just needing to realign on how the consumption does work. Sounds like you might be understanding that now moving forward and understand, it sounds like there’s challenges throughout, you know, what you’ve experienced so far with medallion, I think like just to sort of realign on where we are current state, understood that you can draw quantities forward from your contract.
Genevieve Seney (08:58) However sort of what Peter is outlining here is that once you reach that certain point of overconsumption in the annual contract term is when we have to have these discussions. And so that’s sort of what we wanted to address a little bit today.
Genevieve Seney (09:20) Yeah. So.
Peter Bosworth (09:21) Dixie like the contract works, there’s SKU flexibility in the contract you’re able to pull from years two and three. However there’s like a limit to that and the limit is in the contract terms. It’s called under the section called SKU flexibility. But it says in the event the customer exceeds 120 percent of the annual subscription amount, a true up invoice equal to the difference will be invoiced. The idea there being that we’re asking you to project and we’re not going to lock you in like you have the ability to go over or under slightly in each year. But when you kind of exceed by more than 120 percent, that’s when we need to right size the contract. And so this is, I believe 137 percent or, yeah, 137 percent. We wanted to get on a call to understand how we can reconcile the difference and do a contract addendum. But there will be, there will need to be like reconciliation between now and the end of the month contractually.
Dixie Baxley (10:30) I’ll need to see, yeah, I’ll need to see who you have on the roster to see if I agree with what’s on the roster.
Peter Bosworth (10:38) On the roster, what do you mean by that?
Dixie Baxley (10:41) Of what you’re charging me for consumption? I need to see where I’m being charged for consumption because there were also things that were entered and entered in incorrectly and withdrawn. So we shouldn’t get charged for those because they didn’t process through.
Peter Bosworth (11:01) Yeah. So we’ll send you a full export of your consumption details. It’ll be an excel file that you can reference. It’s. Also just because you’re like a new customer and it’s in the first term, everything in the platform that shows up under enrollment requests is going to be, you know, a good source of truth as well. But also in the platform, you can go to the usage tab and verify those consumption details as well. But I’ll send you the export too, just so you have.
Dixie Baxley (11:33) If you can send it to me because I don’t go into it that much other than just to view certain things on certain files when I get complaints, that would be the person who works underneath me. I’m not the doer, I’m the leader, but send me that, I will have it reviewed. And then I will need to send over to you anything that I find incorrect that needs to be contested. And as far as future consumption, I expect it to be extremely low. We’re getting ready to cut a couple of clinics and we’re terminating providers probably about 15 percent of our network. So all of our, everything that needed to get through and get in is in, with the exception of four nurse practitioners, I wouldn’t expect any more.
Peter Bosworth (12:25) Okay. And,
Genevieve Seney (12:29) just for clarity on the consumption piece as well Dixie anything that if it comes into the platform and you request to that to be moved to stopped, if it has not passed intake complete. Yet we’ll move that request to stopped. If it has passed intake complete, that’s when it’s counted towards your consumption. So everything that Peter provides you in the export has already been consumed, meaning it’s past that intake complete phase.
Dixie Baxley (12:55) You should make sure that you talk to all the people who do the sales for you all because that’s another different scenario than what we were told.
Genevieve Seney (13:05) Absolutely.
Dixie Baxley (13:07) So, what is your expectations going forward? I wouldn’t expect that we need to amend or draw anything up because I don’t expect for any new requests to go in this year. So we should be fine and we should move into next year, not needing to do anything because we’re scaling back on our clinics. So scaling back on our clinics means we won’t have any new providers.
Peter Bosworth (13:28) Yeah. So what will happen is we’ll send you this export of the consumption details. But because we are above 120 percent. So like at minimum, you’ll be, we’ll have to account for the 19,000 of under, of upcoming consumption and the 14,000, sorry, the 19,000 that you’ve currently over consumed and the 14,000 that is going to be consumed imminently… before the end of the month.
Dixie Baxley (14:03) I don’t understand your statement.
Dixie Baxley (14:09) So,
Peter Bosworth (14:12) the contract states that if you exceed the annual contract value by more than 120 percent, we need to account for that. And we need to basically realize that we.
Genevieve Seney (14:27) need.
Peter Bosworth (14:28) to invoice you because we’re doing work beyond what was contracted for. Does that make sense? So, Peter, if.
Dixie Baxley (14:35) I don’t meet the enrollments that I purchased for next year… then, do you give me my money back for the enrollments that I pre purchased that I don’t use for next year? Since you’re charging me for enrollments for this year?
Genevieve Seney (14:50) No. So, your, contractually, everything in your contract, it states that it’s not tied to consumption in terms of your contract invoices, but in terms of over consumption. If you’re over trajectory for the 120 plus percent that’s when we do the true up invoice this.
Dixie Baxley (15:06) Needs to go to Cameron and this needs to go all the way up because I brought this up before that we were not told the truth and I don’t appreciate the comments of misunderstanding or however it was worded earlier because that’s not what was done. I was very clear with Jared very clear as I’m being very clear with you guys today and I was very clear and said this is why we purchased less enrollments. You can actually go in Jared’s emails and see that I kept having him bring the enrollments down when we went to purchase the contract. Why would I bring the enrollments down? If I know I have so many enrollments? I brought them down because he told me it was by provider. So now, you’re telling me I’ve over consumed based off of what I purchased that’s not exactly true. It’s not true because we were lied to. So I don’t agree. I believe that this should be an exception because of what happened with this contract. And you can tell me Jared’s gone, that’s fine. Cameron told me that Jared is gone as well. Well. That’s great, Jared. Whatever happened to Jared happened to Jared, that has nothing to do with me and you because he’s no longer with you. But I would not have over consumed if he would have told me the truth. We would have bought at the higher purchase rate with the correct number of enrollments. So, no, I have a problem with y’all trying to charge me for over consumption for this year, knowing that I’m not going to get any money back for the number of enrollments that I purchase for next year.
Dixie Baxley (16:41) No, an exception needs to be made. Medallion can’t keep doing this to us and keep just acting like, oh, they’re a small Fish. It doesn’t matter. Keep doing what you’re doing. It is not okay. And I have many relationships with many health plans and many providers because I’ve ran network for 20 plus years in the state of Florida and I will make sure that everyone knows not to do business with medallion. The only reason I wouldn’t do it if medallion starts holding up to what they say and stop doing what they’re doing because this is bad business. Yeah. And it’s not going to work.
Genevieve Seney (17:18) Understood. Dixie. I think obviously, you’ve had a lot of conversations with the different teams here from your sales cycle. I don’t know if you have any emails or discussions in which the sort of unlimited model that you’re mentioning.
Dixie Baxley (17:33) I’ve already went through that with Cameron and I don’t mean to cut you off, but Jared was very good at when I would send him the question that he would just call me on my cell phone and try to Kiki, it up with me and act like he was my friend. So what I have from him is very broad is very high up. But I know what he told me because I talked to Jared in a ridiculous amount of times, yeah, because he kept wanting to talk. That’s why I was so irritated.
Genevieve Seney (18:05) Understood, I think obviously aligned, we’re likely not going anywhere from this discussion. We’d have to bring this back to our chief revenue officer and sort of talk through what that looks like. I think from us, right? Like in terms of the product, it’s not going to change how the product functions and how we count consumption. So, unfortunately, that portion wouldn’t change in terms of the contract. We’ve never done a contract like that with any client in terms of that structure. So, I hear you. I get it’s frustrating in terms of what was discussed during pre sales and where we are today. And so again, really where we stand from a contract standpoint, as Peter mentioned, is this overconsumption that needs to be addressed before end of quarter. Otherwise there will be sort of that discussion of service disruption. And so, I think like I said, it sounds like we’re not getting anywhere on this call. It needs to be escalated further up, but I do appreciate your time and understand where you’re coming from.
Dixie Baxley (19:11) Thank you. Y’all, have a good day.
Genevieve Seney (19:13) Take care. Bye bye.
Peter Bosworth (19:15) Thanks, Cynthia.