Transcript
Kristen Hanly (00:00) hi, Kristen. Hello? How?
Amy Barfield (00:05) Are you?
Kristen Hanly (00:07) Oh, I’m exhausted. How about yourself?
Amy Barfield (00:10) Same girl? Same?
Kristen Hanly (00:12) Really?
Amy Barfield (00:13) Yeah. How’s the weather where you are at?
Kristen Hanly (00:17) It’s freezing. I’m so cold, I just turned my heat back up. It.
Amy Barfield (00:21) Is supposed to be 90 degrees in Oklahoma today?
Kristen Hanly (00:26) 90.
Amy Barfield (00:26) Yeah, 90. I know I’m blown away too, because just like two days ago, it was so cold in windy, and now it’s supposed to be 90 that’s crazy. We don’t even get like a transition period. It’s like from like freezing to hot, you know?
Kristen Hanly (00:42) That’s insane.
Amy Barfield (00:42) I know… that’s insane. Do we have somebody waiting? Nobody else waiting? I know. I’m so sorry about yesterday. I know we extended the meeting, but for some reason, I thought we extended it on the back end and I was like, I’ve got 30 minutes before my next call and then I went to go on the call and I was like my gosh, it says 115.
Janet Kahn-Scolaro (01:06) So, I did.
Amy Barfield (01:09) Message you guys. And now it’s I have like an alarm set to where it’ll like remind me of 115. I got so used to that one 30 time.
Kristen Hanly (01:20) I totally understand. I just messaged Jeanette to see if she was joining.
Amy Barfield (01:24) Okay. And then I don’t have much to update for behavioral health. So, I think most of the meeting we can spend on.
Amy Barfield (01:38) The urgent care matters.
Janet Kahn-Scolaro (01:40) All right. That’s a funny one.
Kristen Hanly (01:43) I don’t know.
Amy Barfield (01:44) She’s typing, Jeanette or Janet is joining.
Kristen Hanly (01:49) Jeanette. She’s not, she’s in the middle of something. She’s not going to be able to make it,
Amy Barfield (01:55) Okay.
Amy Barfield (02:01) I mean, we have the hour, so we’ll spend the first part on behavioral health. So, if she’s a little bit late, that’s fine. I do have some things and maybe if she doesn’t show, we can, I can discuss with you and you can take back to her. Yes. Hi, Janet. How are you? Hi?
Janet Kahn-Scolaro (02:18) Sheena’s on her way. We were both at the last meeting that ran over. She’s coming. Okay?
Amy Barfield (02:23) That’s fine.
Kristen Hanly (02:26) Yeah, I don’t think Janet, I don’t see. I get you both when you’re both on.
Janet Kahn-Scolaro (02:30) The same school that’s the worst. There’s. Never another Janet.
Amy Barfield (02:32) I know.
Kristen Hanly (02:34) You know what though, access? Our access team calls her, Janet.
Amy Barfield (02:39) That’s so funny.
Kristen Hanly (02:41) I’ve done it. I’ve called her Janet even with like no one on the call, like I’ll say, and I, it’s just, yeah, yeah.
Amy Barfield (02:48) I think I’ve called Janet Jeanette and, yeah.
Janet Kahn-Scolaro (02:51) Yeah. All right. It’s all good. I’ll answer to anything. It’s all good.
Amy Barfield (02:56) You may not want her responsibilities though. I.
Janet Kahn-Scolaro (03:00) Don’t even want mine.
Amy Barfield (03:03) Don’t even want your responsibilities, right? Yeah.
Amy Barfield (03:09) All right.
Janet Kahn-Scolaro (03:15) We can start and I’ll okay. And,
Kristen Hanly (03:18) I’ll do my piece, but I don’t think Jeanette is joining. She’s trying to finish something up for vegas that’s due today. So.
Janet Kahn-Scolaro (03:28) Sure. Okay.
Amy Barfield (03:30) I don’t have anything like… new and exciting for the behavioral health side. Mostly everything is just processing. We’re waiting on. Let me see. I have here on the optum updates, New York group is submitted. So we have the amount of providers that’s required for the group for New York, New Jersey is waiting on provider approvals. I think we have one out of five that are needed. So, once we have all five then, and those, I believe we had three that were submitted and one in QC, which is quality. So they put it through quality to make sure that everything that’s being requested is correct before submitting. So we can avoid resubmission. Okay?
Janet Kahn-Scolaro (04:23) Amy, let me ask you. I went into medallion yesterday just to do a quick check. I can’t always make heads or tails of everything. So, please bear with me, no.
Amy Barfield (04:33) You’re good. I.
Janet Kahn-Scolaro (04:34) searched for Angela hefner. And I couldn’t find her at all. Okay? And she is an NP that’s both New Jersey and New York licensed.
Janet Kahn-Scolaro (04:47) And so she should be on both lists and I couldn’t find her at all when I went into optum, she was listed on their website as innetworkwithus.
Amy Barfield (04:59) Okay. Let me look.
Kristen Hanly (05:01) Who is this Janet?
Janet Kahn-Scolaro (05:03) Angela hefner NP. Okay.
Amy Barfield (05:08) So, I will say a lot of times when I get asked to check provider names, the names are spelt wrong. So I have to like do, yeah, if you do like first three letters of a name or just the first or first I tried?
Janet Kahn-Scolaro (05:22) Everything.
Amy Barfield (05:23) Everything? OK? Let me see if I can find her and what’s going on. So she’s popping up for me if I just put in HEFHEF.
Janet Kahn-Scolaro (05:32) And her first name is a NG. Yeah.
Sheena (05:34) But she’s not appearing on the.
Janet Kahn-Scolaro (05:36) well, that’s what I was just saying. I can find her.
Amy Barfield (05:40) So, I.
Sheena (05:41) can find her. But the report with the credentialing status, it doesn’t she’s not showing up as completed. So, Janet, maybe you checked the directory. Is that how you found out?
Janet Kahn-Scolaro (05:52) I went on that list and I searched for the name. So.
Kristen Hanly (05:58) She’s showing an optum but not completed a medallion, is what you’re saying?
Amy Barfield (06:03) So,
Amy Barfield (06:09) we have an expected completion date of 327. She may have been enrolled with optum. So she may be credentialed with optum and enrolled like linked to a previous employer which would put her in the directory showing that she’s in network, but for the tax id for pmps that will not be approved, they’re saying that expected completion date is 327. Okay. Yeah.
Janet Kahn-Scolaro (06:46) And do you know Amy about how long it might take to link into some sort of group situation?
Amy Barfield (06:57) Once we get the providers, we.
Janet Kahn-Scolaro (07:00) have the five in New York, right? So how long does it take to actually… come? And I’ll give you the background in New York, there was a whole host of changes that happened on New Year’s and now everyone’s optum. Everybody, everyone that was ghi, is now optum, not carillon, and we have like three providers. So it’s a, it is an issue that we’re sort of grappling with right now and I was hoping that, I know it’s been a month or close to a month that we asked it was, I think the date was like 226 or 227. Something like that. Yeah, on medallion, where the process started. I wonder how long that process normally takes I.
Amy Barfield (07:43) Mean, industry average is 9,220 days for group enrollment… with optum, united healthcare. What I find when I was processing enrollments is that I would always get told, well, they’re in two different systems, so they might be credentialed in one. But the credentialing team didn’t move it to the contracting team for contracts to be initiated. So that’s why we’re doing two week follow ups to make sure like, hey, is this push to contracting? Because they don’t even follow up with their own processes a lot of times. So.
Janet Kahn-Scolaro (08:19) What I understood though was that it’s not a group contract. It’s not, it’s individuals linked to our group, but it’s not a group contract.
Amy Barfield (08:31) Well, they are so like the group is considered like non par, but there is like a group agreement, a group agreement, right? Right. So, I don’t know the turnaround time on that. I can research it and try to find out… the reason for the group agreement is, so the providers are not having to be individually contract like each one has to be, you have, you know, more streamlined fee schedules and so you can link those that are practicing under supervising.
Janet Kahn-Scolaro (09:05) That’s that’s our problem. Yes. Yeah, exactly our problem. Yeah. Okay. Yeah. So it could be.
Janet Kahn-Scolaro (09:14) We could have a miracle happen and it’s better.
Amy Barfield (09:17) Yeah, I mean, I would much prefer like 30 45, max. Yeah, you know, but I wanted to see like where we’re at so far on that New York based on when it was submitted. Let me look real quick. Thank you for listening.
Amy Barfield (09:48) So, New York, so… it looks okay… that’s weird. I think we have a duplicate request. We probably need to remove one of them but New York.
Amy Barfield (10:17) So, we sent an Loi and a W9. So she has to forward it. The rep said they have to forward it to the correct network management member.
Amy Barfield (10:37) Let me see when this was originally submitted.
Amy Barfield (10:58) It looks like mid February.
Janet Kahn-Scolaro (11:03) That’s what I saw. Yeah.
Amy Barfield (11:05) Yeah. So, yeah, we’re just coming up on 30 days. Okay. Yeah. Okay. But I can ask my account specialist if she can have our follow up team ask, you know, what is on time on group if?
Janet Kahn-Scolaro (11:21) There was, if there was any priority at all, that would be.
Amy Barfield (11:24) It, that would be the one. Oh, look, Jeanette’s joining?
Janet Kahn-Scolaro (11:31) We have now over 250 patients… with ghi, oh, my optum, when did that change over New Year’s… and we didn’t know that.
Kristen Hanly (11:45) Was crazy, right? That list, Janet. I’m like I was looking because I’m the one who did that.
Kristen Hanly (11:50) I went through all of them and I’m like, my God, she has no idea. Absolutely no idea. I thought it was just like a handful of patients and I’m like, no, no.
Amy Barfield (12:01) So, so.
Janet Kahn-Scolaro (12:02) Thank you for your help. I appreciate it. Wholly appreciate it. The patients are a little freaked out and we assured them that we’re going to keep them on until we get into the group agreement and we’ll figure it out.
Amy Barfield (12:16) Yeah, I wonder what their requirements are for retroactive for January one and maybe we can no promises. But I’ll ask our account specialist if we can request for that one one since January… one.
Amy Barfield (12:41) Yeah, yeah.
Janet Kahn-Scolaro (12:42) And in, and in good faith, we’ve been seeing the patients. We never stopped.
Janet Kahn-Scolaro (12:46) Yeah, that’d be fantastic. Even if they say, no, it’s worth a try, right? You never know, they could say, yes.
Amy Barfield (12:54) It doesn’t hurt to ask, right?
Janet Kahn-Scolaro (12:57) It’s their members, so.
Amy Barfield (12:59) Yeah, yeah. Yeah. Okay. Anything else for behavioral health?
Janet Kahn-Scolaro (13:06) No, we’re good. Okay. Are we good. Yeah.
Sheena (13:10) Thank you. Yeah. But Janet, before you hop off, I was hoping me, you and Kristen could connect for two minutes.
Janet Kahn-Scolaro (13:18) Oh, yeah, but they’re going to go on, right? You guys are going to keep talking about other credentialing issues, not just BH, I.
Amy Barfield (13:25) Missed our meeting yesterday. It’s my fault. So I extended to you. Yeah.
Janet Kahn-Scolaro (13:28) That’s okay.
Sheena (13:29) I was just telling Kristen just, it’ll take two minutes, yeah, about the MH, town hall happening in April.
Janet Kahn-Scolaro (13:37) Oh, yeah, yeah.
Sheena (13:38) And I just, she was usual, Kristen was about to create two slides for us and I was like, before she goes down this rabbit hole and does all this work, I wanted to give her. I told her it’s about seven minutes, allow time for staff to ask questions right after, but some basics. So, what are co pays? What are deductibles? What’s.
Janet Kahn-Scolaro (14:00) the co insurance, right?
Sheena (14:01) What’s the patient responsibility? And then let them know how to escalate or who to go to, if patients have questions, and then how to escalate. That was the gist of it. Is that fine?
Janet Kahn-Scolaro (14:12) Okay, perfect. Right now, Kristen, we’re telling the patients to call seven, three, eight, five, 600 with questions about optum, we’re not telling them to call billing just for you to know what?
Kristen Hanly (14:23) Is the number you’re telling them to call?
Janet Kahn-Scolaro (14:25) Well, if they get, you could answer them, but because there’s so many of them, we’re telling them to call us. Okay? So that if we can’t handle it, we’ll escalate it to you. If they get you directly, you can just answer the question, but they want to know, like do I have a copay? Don’t? I have a copay, what is this? We can answer their basic questions. We didn’t want to inundate you guys.
Kristen Hanly (14:46) Okay. All right. No problem. I’m going to like I told Sheena I’m going to throw something together and I’ll send it to you guys for review.
Janet Kahn-Scolaro (14:53) Thank you. No.
Sheena (14:54) Problem. Thanks. All right. Thanks, Amy. Bye.
Amy Barfield (14:57) Thank you. Bye.
Amy Barfield (15:03) Hello, Jeanette.
Janette (15:06) Hey, Amy. How are you?
Amy Barfield (15:08) Good. You feeling okay today?
Janette (15:11) Yeah, I’m good. Okay. Thanks for asking.
Amy Barfield (15:15) Yeah, I know you have some things for me. I’ve got some things for you. Do you want to get you want to start off or do you want me to start off?
Janette (15:24) Well, what I had, I think I emailed you, but… I just replied to you regarding the New York Eaton and I don’t think that, I think that the message is just crossed and it… just doesn’t make any sense where, you… know, they said that we needed a new application. I wrote everything in the email, but it just, the votes are off. I don’t think that request is accurate.
Kristen Hanly (16:00) Yes, you might have to move your mic, Jeanette, because you’re a.
Janette (16:03) Little, can you hear me now?
Amy Barfield (16:05) Yes, yes. So, I got your email, forwarded it to the team. I was like what is going on? Guys like help me figure this out. So we did meet right before this call and they… had investigated dug a little deeper and… so they New York medicaid has everything they need.
Amy Barfield (16:29) There is one thing they need and that’s the E 10 form. I know it was sent in February. There were numbers that were transposed on the E 10. And so they rejected the E 10 letter because it didn’t match the E 10. So the E 10 had to be corrected on the form. And so now it has to be re signed. Once we have it re signed… then if you’ll upload and they’ve requested that whatever you do send, if you can upload with signatures, so they have it on file and you can do that in the task when they request signature. And then when they, when you do that, they just want to verify like all the documents that they attach and everything are all together that you’re going to send and just confirm and then they’ll send you a shipping label after that.
Janette (17:21) My concern is I have to go back to David Matheson for the third time and he’s not going to be a happy camper. It’s not easy for us to communicate that we made a mistake for the third time and he has to take, you know, he has to print them out, sign them, take them to get notarized.
Sheena (17:42) It’s a big.
Janette (17:43) Inconvenience for him. Oh, I, know, you can be the bearer of bad news and tell him that it has to be done for the third time, but it’s just, you know, like what do we do? And it’s not only him that we have to deal with it’s. Also Vikas, you know, it’s like a domino effect for us and it frustrates me because we’ve been dealing with this for months now.
Amy Barfield (18:07) Yep. Everything you just said is exactly what I told my team today. I was like, this has got to stop. This has to be the final. We’re not doing this again. Like make sure it goes through. We’re not doing this again. And so I’m… right there with you. I’m frustrated too because I’m like we’ve been dealing with this for months, this needs to be done. So… but to move forward, I do have to have a signature on that form. So the,
Janette (18:38) form is, so what eatsin was transposed?
Amy Barfield (18:42) On the one that was sent in February.
Amy Barfield (18:48) And so when you do receive anything from our team, what I would ask from you is just to review that the information is correct, what you do, it is going to go through QC our quality and make sure that.
Janette (19:05) Everything, I mean, joss was the one that filled everything out and sent it to us.
Amy Barfield (19:10) I know, and he human error. Yeah… he very rarely makes mistakes, but he did on that one but.
Janette (19:21) This has been mistake after mistake. It hasn’t even been like learning from previous mistakes.
Amy Barfield (19:28) Well, and that’s why he, that’s why josh took it and then, he made the mistake of transposing the numbers. So, but I will say they have everything else. We’ve confirmed that they have everything else. This is just the final piece that they need.
Janette (19:44) So, you sent me two applications that are on there. You want me to send both those applications back to David again?
Amy Barfield (19:51) Whatever they sent you in the task that’s what needs to be signed?
Janette (19:56) All right. Can you just send me an email with the ask of what you need? So that I can forward it to him yep?
Janette (20:11) And if I look at the application, I’ll do a comparison to what was sent so we can identify exactly… what happens. Yep.
Amy Barfield (20:51) Okay. The other thing that I have is MVP rosters. Did you receive any MVP rosters?
Janette (20:58) Not that I’m aware of. Okay. So.
Amy Barfield (21:01) MVP used to send us the rosters. We got rosters last month to update our follow up and what’s processing. We didn’t get them this month. So, our team called and said, where are the rosters? They said they’re sending them to pmps or pmpediatrics email, and that it was changed and we’re like who changed the email? We don’t know who changed the email. We don’t believe that it was done on our side.
Janette (21:31) So, where is it being sent to? They?
Amy Barfield (21:33) Said they were, it was sent to… me, see? Okay. Yeah.
Amy Barfield (21:48) Double check. I had it written down somewhere. I’m not.
Amy Barfield (22:16) I just flagged it to find out which one. Let me look one more place and see if I can find it… T poster.
Janette (22:44) So, I’m still stuck on this eten thing because we had confirmation that they didn’t receive anything at all. So, I’m still puzzled how we called yesterday and they have no application with that tracking number that we gave them for the application.
Amy Barfield (23:04) Well, they wouldn’t have anything processing because it needs a new form.
Janette (23:08) Right. But we should have at least received the letter.
Amy Barfield (23:13) Yeah, I don’t know. I mean, this, we’ve got documentation on the line and I had her call in research yesterday, so that’s what I got back from our team is that it was denied because of the transposed. So, I don’t know if they issue a new tracking number each time. That might be why that tracking number didn’t produce anything?
Janette (23:40) Are you looking for MVP for BH or regular?
Amy Barfield (23:47) I mean, do you have MVP for BH?
Janette (23:50) Yes, we do. I.
Amy Barfield (23:52) Mean, we would need both. Essentially. She said, oh, she’s looking right now to tell me which email it went to.
Amy Barfield (24:03) And then, I know we get rosters quarterly from you. Have you gotten any newer rosters for this quarter to share with the team?
Janette (24:13) We have,
Amy Barfield (24:17) I know you sent me some in December, but that was the last time I got rosters from you?
Amy Barfield (24:26) I think… those were uploaded. I’ll just have a check.
Amy Barfield (24:45) You sent me the cdphp one which I shared… is the one.
Amy Barfield (25:01) Yeah, that was shared with the team?
Amy Barfield (25:22) Yeah, December, the 20 third was the last time I got, you had sent me several of them. So, I didn’t know if you were just sending me as you get them or you were going to send them all in one email?
Janette (25:35) I just asked for them to compile them because they’re putting it in a shared drive that we have, and I think that they believe that’s the extent of what they have to do, which is not, but it’s neither here or there.
Amy Barfield (25:46) Yeah. Okay.
Janette (25:53) All right. The other issue I have before we run out of time is the medicaid applications. So… so the workflow process for you guys for medicaid is that you send in an application, the provider’s supposed to sign it. And then we go back and request that what that there’s a signature. I’m just trying to understand the whole workflow for this because, I know you replied saying that normally it’s not sent till after the fact, which now we’re looking at another two week delay because they expire in three days.
Amy Barfield (26:34) Which medicaid are you talking about? New York? So, are you, so is this more recent signatures being requested? Yeah?
Janette (26:46) This is a recent one that we’re doing for a provider and, you know, she was ready to print and sign everything, but she has no, I think it was Jessica williams and then she has, no, I just think that it’s just a hindrance for us to have to go back and request a, it should be sent at the same time.
Amy Barfield (27:12) Yeah, we can send it at the same time. It’s just the process for our teams isn’t usually to send it because they end up getting expired. And every time we request a shipping label, they.
Janette (27:24) They.
Amy Barfield (27:25) have to pay an additional fee or something for the additional shipping label. So, I think it’s just to make sure that you’re getting a shipping label that’s not expired because we don’t want you to go to the post office and send something and then it doesn’t actually get sent either. So I can ask them to attach that at the time of the signature request. If we know that it’s going to go out like within that three days of receiving it. I.
Janette (27:52) Mean, the goal should be to be sending it out within three days, right? But we’re you know, we’re sending first second and excuse me, third notices to some of the providers. Some of them will be responsive and others will not. So I’m just trying to figure out what’s the best method for us to be able to have throughput in here that it doesn’t wait another two weeks, right? Because we go back and we put in a request in medallion to say we need the… shipping labels and then they’re not sent for two weeks. Now, we’re waiting another two weeks when the provider was ready to send them out. So.
Amy Barfield (28:35) We’re not responding to task requests is what you’re saying? Well?
Janette (28:39) In this case, all they said was we need to provide a signature. Okay? So if I send you the provider signature, are you guys going to do it or we have to do it, right? So it’s us. So I’m just trying to figure out what’s the best method for us to be able to get it done.
Amy Barfield (28:55) So the method would be you would upload the signature page. So we have it on file and then request, we’re ready for shipping label and then they would attach a shipping label to the task and send it back to you. So you can complete the task for signature, request, a shipping label on the completed task, they will reopen the task, give you the shipping label, and then you can complete the task. Once you’ve received it and it’s been sent. Okay? That would be the normal process, but.
Janette (29:22) Isn’t it originals that you need from the provider. They don’t take scanned documents.
Amy Barfield (29:27) No, you’re going to send it yeah.
Janette (29:30) But I still have to send it back to the doctor. Is what you’re saying?
Amy Barfield (29:33) You would send the shipping label back to the doctor, but I understand to your point like just get the shipping label and the signature, so you can send it at once for them to sign and take it and I can definitely have them do that. What I do want to point out though for New York medicaid is, and I’m unsure as to why you’re getting signatures for Jessica williams because they do have a portal process now. So we should be able to eliminate the whole signature process and shipping labels altogether if they can submit it on a portal.
Janette (30:06) That’s a medallion that would make life so much easier. I know that’s a medallion issue because they’re the ones that are sending us an attachment.
Amy Barfield (30:14) Yes. So because of that, I’m going to take this back and be like, why didn’t we submit this through the online portal. So the providers do have to have an individual portal set up. So I don’t know what the provider involvement is for that and then granting agent access or whatever so that they can submit on their behalf. It is a very new process. So that might be why there’s like this transition period of some going through and some still in paper application. But for this, if she has, and the reason why I was saying upload the signed is just so we have documentation. So when we’re calling medicaid and we see there’s a tracking number and we see we have a signed application. We have proof of signature. We have proof of what documents were sent with it so that we can verify what was actually sent and that’s just requested by our account specialist, so that she has like leg to stand on when she calls and tries to push things through when they’re saying they didn’t receive certain information.
Janette (31:19) Yeah. It was, it was requested. March 17. Look, they just sent the shipping label because I know you have requested it from them to send it.
Amy Barfield (31:27) Yes. So I will ask why we… are not doing portal on everyone that needs to happen across the board. And it… might be that if she had an initial, I don’t know how far New York medicaid has got into like their portal access because I know they started out with only demographic updates with portal submissions, but from what I understood, they’re doing initial now. So is there something missing in the portal that they were unable to do it, that they have to drop it to paper. I don’t know. I’ll have to ask. Okay. Yeah. But hopefully we can get this cleaned up pretty fast where you’re not having to deal with shipping labels and signatures on medicaid. I know for the etin issue like that is definitely not on the portal.
Kristen Hanly (32:27) Life would be so much easier if it freaking was girl.
Amy Barfield (32:31) New York medicaid has been like, I… don’t understand why it’s taken them so long to get… with the times, you know? Yeah, like.
Kristen Hanly (32:44) If you could do this, like if you could do the provider signatures and everything, why can’t you do that? It just makes no sense to me.
Amy Barfield (32:50) Yeah. Louisiana medicaid is the same way just so you know, if you ever decide to go in the Louisiana market, people will have to deal with signature pages there too… for cdphp. We’ve got to figure out a solution to these provider signatures. So we tried to do the one email and maybe send to you, Jeanette. So that you can like DocuSign and have those signed. They kicked back applications. I.
Janette (33:16) Well, I’ve seen that they’ve kicked back. I finally just got tired of sending you the emails which I have here in front of me. Yeah.
Kristen Hanly (33:26) Guys real quick. I’m gonna drop because I’m gonna just go to the other meeting, Jeanette. So you finish up and then come on when you’re done. Okay?
Janette (33:31) Okay. All.
Kristen Hanly (33:33) Right. Amy, it was nice talking to you. I will talk to you next week all.
Janette (33:36) Right. So, what is that format? I did hold on?
Amy Barfield (33:43) So they… were told that. So we were trying to figure out like when are these signatures being sent to the provider?
Amy Barfield (33:53) So we can notify you to notify the providers. Like, hey, you need to check your email. They don’t send us any type of notification that they’re waiting on signature. We do follow up. They just tell us that it’s processing it’s just not real clear. So, but they did come back and say the signature request has to go directly to the provider and the provider has to sign it and return it. We can’t it can’t go to you or to us to provide to the provider to sign. Yeah.
Janette (34:31) But I don’t think that’s the only error that they’re making. I’m gonna send you the whole four or five pages of everything they sent me because now they’re CC ing me on every single… thread that goes on with all the errors that they’re making. They, they’re getting to the point where they even want to drop us because, they don’t want to deal with us anymore. Okay?
Janette (35:03) So, I honestly, we need to come up with something some sort of solution that’s going to help us to. Yeah.
Amy Barfield (35:10) I mean, I’m down for it. I, I’ll get on a call with them… and try to nail this out some more, but… I know that the signature part is what we’re having issues with on our end because they’re rejecting based on signature from what we’re being told. But if there’s errors on the applications or?
Janette (35:35) I just sent it to you in the chat, okay?
Janette (35:55) So, I know we have to, I have another meeting that I have to drop off of. But, the other ones are other same things, specific payer issues that we’re having… blue cross blue shield of Massachusetts, amerihealth of New Jersey. And then you have the other two as well. But all of these I’m going to send to you… so that we can just compile them, and maybe come up with a game plan. Remember how I said, maybe we can just put messages on there on what their preferences of how they want their information. So they want one in.
Amy Barfield (36:35) Massachusetts. I’ve been trying to nail her down for a time to get together. It took a.
Janette (36:40) Few.
Amy Barfield (36:41) months just.
Janette (36:41) To get, she did, yeah, but she just sent me like another… email and said, hey, I just want one email thread. All the providers that you need. This is where you send this. This is where you send that to, you know, make requests because they keep sending it and some of these insurance companies are not as robust as, you know, with support. It’s just one or two people that are working in and that’s kind of where I see, you know, the cdhp payer is just frustrated as well. Sure.
Amy Barfield (37:16) So, you have an email from, I think her name’s Nicole from blue cross blue shield of Massachusetts.
Janette (37:24) Okay. Yeah, that.
Amy Barfield (37:26) You’ll share. Yep.
Janette (37:28) I thought I did, I sent it to you, but I’ll resend it.
Amy Barfield (37:31) Again, and I’ve forwarded I, our team up like our project plans are updated based on what was sent and they’ve been on that. So I’ve asked our team like push it to the team, make sure this process is being followed. But that’s why I want to nail her down on a call. You know, I said I can’t do this time. Can you do this time? She just comes back with no, I’m like, could you provide me some times like instead of just one answer responses? Like, yeah… so hopefully I can nail her down within the next week so that we can resolve it. Amerihealth New Jersey. I’ll look into that. I know there was a couple emails going back and forth to support. So I’ll look to see what’s happening there. Okay. Yeah, all.
Janette (38:24) Right. So we’ll just leave all the meeting till next week then, so that you can get back to work. Okay? Thank you. Okay. Bye.