Transcript
Dreama Hembree (00:00) my computer being so silly. Okay?
Dreama Hembree (00:16) Hey, Dreama. Hi, good morning. How are you? Good. How are you doing? Actually, I don’t even know where you’re at max. Is it afternoon? Where you are?
Max McGlothin (00:24) It is noon. I’m in just north of Dallas.
Dreama Hembree (00:27) Oh, okay. My daughter lives in Dallas.
Max McGlothin (00:30) Oh, okay. Yeah, excellent.
Dreama Hembree (00:34) Yeah. Good afternoon. How are you doing? How’s your week been… busy?
Max McGlothin (00:40) Yeah. It’s it’s going though. Yeah, not too bad. Yeah.
Dreama Hembree (00:44) Not too bad. I feel like this year is flying by after we got past January. It’s just like my gosh. Yep. Yeah.
Max McGlothin (00:51) Exactly.
Dreama Hembree (00:53) Have you rescheduled your India trip yet? No, I.
Max McGlothin (00:57) Have we will be traveling in may? So, may eighteenth through the 20 second is… our trip dates right now?
Dreama Hembree (01:12) Okay. Granted. I did have sent to you. You probably haven’t seen it yet right before this call. I sent you consumption numbers from Jack just kind of a high level overview and I wanted to make sure that you were aware that those are in your email, but I did… he’s going to be outreaching you to set up a call with you and your executive team just ongoing an ongoing basis to, you know, review those types of things. But he was able to pull those numbers for you. So if you have any questions specific to that, I can loop him in and get him to answer because I unfortunately don’t have a lot of visibility into that. Okay? Is that what you were kind of looking for? Let me know if you’re needing something more specific or if you’re needing, you know, additional details or something, but, or if that works for the time being. Yeah.
Max McGlothin (02:16) No, this will work. I’ll dive into it more in the next day or so and then go from there.
Dreama Hembree (02:22) Okay, perfect. Terms and new instances. I will have those completed by end of week. I went in there to try to start deactivating them and it wasn’t showing up so, I outreached the tech department and I, maybe it’s, a clearance level with me or something additional access level. But anyways, I’m working on those and I’ll have them done by end of day tomorrow.
Max McGlothin (02:47) Okay.
Dreama Hembree (02:50) And then you got the client communication for the coha, clients. I sent that back. I didn’t see any issues. I just had Amy, my manager take a look at it just to make sure I wasn’t missing anything. And she said, well, it looks like we’re good to go on that. But I still owe you the instructions for kind of the adding those client own lines. If those are going to exist for those clients, the ones that veridigm are going to continue to follow. And then the document of, you know, what we do versus, what the provider does, so they can review that. Okay. Aside from that, there’s a couple of things I’m working with Nick on for a couple instances enrollment issues that I’m going to be communicating with him on. But did you have anything else for me that I didn’t address?
Max McGlothin (03:44) No, I did have, a touch point with him yesterday just to get a sense of, you know, after the last, you know, several months, the last time, I spoke with him was right around, the end of the year when we were all talking about quality assurance and… issues there. It, what he gave to me yesterday in the conversation was that he is not seeing, and really not seeing a lot of quality issues. Anymore. Ones that are where clients are, you know, essentially complaining about… enrollments not being completed correctly or payor, you know, requirements not being followed. What, the concerns… that we’re getting now are?
Max McGlothin (04:47) More so support responsiveness and… turnaround time… issues where there are support tickets being submitted and they’re either just being, you know, what they were doing before they’re just being closed once they, if they respond to anything even if they respond saying we’ve received this, they’re completing the tickets. You know, I don’t, I still don’t have great visibility into ticket processing for like I have to go into each individual account, look like what tasks are assigned, et cetera. Et cetera. So, it’s a little more difficult still for me to, you know, see tickets. I don’t have a aggregated level, of ticket review. What I will say also is that like all the accounts that I saw in when I do look up tickets like I’m still, I think I’m still seeing the terminated… clients in there too, but also it’s I just have to go well here. Let me just share my screen. So maybe I don’t know, maybe you can see what I have to do here.
Max McGlothin (06:14) A second, which screen this one. So when I do look up in veridigm, I have to go down like none of these are in alphabetical order of any kind. So I have to like go through and, yeah, yeah. So, like if I’m looking up Megan lash, and like I can see these tickets here now, but I have to go in and like validate them. But I’m only showing like one here, right? I have no idea if this is it, when I’m being, when I look at tasks, you know, I don’t know if there’s just specific tickets here. It’s… all, it’s all very, you know, different. Like I just, it’s hard for me to track some of this stuff because, I just don’t know, what is and is not there or for me to even pull a report of tickets. So, what I did see yesterday or even was it today? Let me was looking up a client’s tasking log. I want to say… was it this one?
Max McGlothin (07:47) So… like… when there was like tasks that were created on like, I don’t know if it’s this client or not. It was like three two, but I don’t know if it was this one. These are admin. I don’t think it was this client here, but there was like a two week window where the medallion team had not gone through. And… I’m wondering because I know we were sending outstanding tasks not followed up within two weeks. We’re sending that to the providers. Is that also being done at the medallion level? Meaning, you know, are you guys actively running medallions… like tasking reports for anything that’s not being followed up on within X amount of days? And if so, what does that look like?
Dreama Hembree (08:48) Yeah. I know that they do have, you know, queues and reports that they pull for tasks working those individual tasks. I believe the turnaround time is 24 hours once it’s completed, you know, in order for, in terms of us going in and reviewing that, etc. So I can definitely go back to ask specifically how those are being tracked and let them know that you’re seeing significant delays on those ticket responses. That is something that I’m continuing to work with, you know, the technical team and the analytics team in terms of being ticket visibility for you because I know that continues to be an ongoing issue. So let me dig into that and see on my side if there’s something I can pull that says like here’s all the tickets I see, and then here’s the response times, you know, that correspond. So let me check on that for you as a takeaway for me.
Max McGlothin (09:50) Okay. And I know like there’s definitely like due dates and stuff. Yeah. But I’m wondering if they are following up like with the clients because what we’re running into now and I don’t know why and Nick doesn’t know why either is, but we’re receiving a lot more clients that just need a little more hand holding in this batch, these kind of last two months maybe. And they just need a little bit more hand holding or they’re not following through or they’re not, they weren’t anticipating such a heavy lift… you know, the normal stuff that we would run into in credentialing. I know we talked a little bit about that last week, which actually our conversation last week was the one that, you know, really made me say, okay, I haven’t seen quality issues. Either. I want to touch base with Nick and Angeline see if they’re what they’re dealing with on a day in day out basis today after, you know, the last 90 days and it sounds like we got a lot of the quality issues. Good, good worked out. It does sound like that there are some support responsive issues and that the,
Max McGlothin (11:05) I don’t want to just say the tickets. I would say the taskings aren’t.
Max McGlothin (11:12) aren’t being the tasks that are being given to the clients supposedly are just not being descriptive well enough for them to understand. So.
Dreama Hembree (11:24) Tasks are kind of vague and the providers aren’t understanding exactly what’s needed. And then you’re seeing potential response times from the team once the provider completes the tasks.
Max McGlothin (11:39) Yes, yep. Yeah, exactly. Okay.
Dreama Hembree (11:43) Great. Let me make sure I get that back to the team and see if we can’t have them look at that specifically. If there’s ever a question on a task, you know, what is needed, what’s happening here? A problem or whatever. Please? You know, I think Nick knows that he can outreach me on that and I can kind of run interference on that. Yep, if there’s something that I need to, you know, get involved with, but I will report that back to the team and let them know. I have heard that before about the tasks being vague. I’ve seen that before on some of them where it’s kind of like I’m not sure exactly what’s being asked here. Yeah. So I’ll make sure that I do provide that feedback. Okay? When I’m asking and then overarching ticket visibility for you continues to be an issue. So, I do know that they’re working closely heavily on the reporting on the back end to get those to be more friendly for, you know, the veridigm setup the parent child org stuff. So that continues to be something that we continue to pour into on the back end.
Max McGlothin (12:53) Okay. Yeah. Sounds good.
Dreama Hembree (12:56) Other than that, I know I owe Nick a couple of responses on a couple of things that I’m helping him with, but I didn’t have anything else.
Max McGlothin (13:06) Yeah. I think just those, you know, a couple of those escalations, I’m.
Dreama Hembree (13:11) happy to hear that the quality issues are getting are improving though because I know that we’ve layered in, you know, a lot more support in that and there’s a lot there’s been a lot of improvement on that side, so.
Max McGlothin (13:22) Good. Okay. Excellent. Yeah, I don’t have anything specific outside of… those issues that Nick has brought up, you know, the specific clients that like I said, just need a little bit of hand holding. And then, what me and him talked about yesterday?
Dreama Hembree (13:45) Yeah, he sent me a couple of emails this morning that I’ve not yet responded to. So that’s next on my list as soon as we’re done here. I’m going to get in there, and dig around on those issues that he brought this morning. But other than that, I think I’m good.
Max McGlothin (13:59) Okay. Yeah, sounds good all.
Dreama Hembree (14:01) Right. We’ll have a great rest of your week and enjoy your weekend.
Max McGlothin (14:05) Thank you. You as well. Dreama appreciate it. Bye, max. All right. Bye.