Transcript
Naomi Denson (00:00) hi, Niccole. Hi, Christy. Hello? Good morning. Happy first day of spring.
Lia Hood (00:09) Wow.
Naomi Denson (00:12) I see. All right. Hurley vista, Leah?
Naomi Denson (00:24) Good morning.
Naomi Denson (00:30) Hi, Shirley. Hi, Marissa. Hi, Leah.
Naomi Denson (00:38) So, let’s see, should be Robin. Let me see. Should be Robin too. Don’t see her yet. We can give her a few minutes. He’s trying to… refresh my memory, really quick on where we left off last time. I know we didn’t get through the entire thing. Okay? There’s Robin?
Naomi Denson (01:15) There’s, William.
Naomi Denson (01:23) William’s joining now. Let’s see.
Naomi Denson (01:47) Good morning, everyone. Good morning.
Naomi Denson (02:15) Sorry, it was a few minutes later. We’re waiting a few more minutes to get started. I’m just reviewing our last call just to see where we left off.
Naomi Denson (02:31) I’ll just jump in and just, I can open up the floor and see first if any new questions have come up since we had our last training that you want to address first.
Naomi Denson (02:54) I think. Okay. All right. So on the last training, I don’t think we got over into the demo. Org. We mostly stayed in the oneoncology platform. So I have the demo org pulled up today so you can see kind of what a live environment with requests and everything look like. So just keep in mind this is our demo. Org. This is all fake information. No real providers… are in here. I like grey’s anatomy. So I always add Meredith grey. But this is the overview tab that we talked about last time with the where the tasks will live. So you guys had indicated in our last call that you only want admin tasks to start out with, correct. Yes. So admin only tasks. So any tasks that come through where information is needed are going to be assigned to org admins, meaning anyone that is an admin user for oneoncology will see these tasks. So if you open up the task, I’m going to do one that actually has a body to it. So when you open up any tasks, they’re going to have a related link. So if it’s a payer enrollment request task, it’ll have the enrollments, enrollment or enrollments that are linked to that request. So if you make five requests for a provider for five different payers for enrollment, and we need the same thing for all of them, maybe their Coi that we have on file is expired and we need the renewed one before we can move forward, they will bundle those into one task. So it will look like there’s five requests that are on hold pinning this task in your payers platform. And I’ll show you that in a moment, but you’ll only have one task and then you’ll have a dropdown that ties them all together. So once that one task is complete, it will release the work for all of those requests. But there will always be a description on what the task is for, what’s needed with instructions, if there’s any documents that we need reviewed or it needs a real wet signature or anything like that. It will be attached in the notes for you to download. If you ever have questions about tasks, you can add notes here. Our team is alerted when notes are left on a task so that they can respond. If you have any questions or updates. Maybe it’s taking a while to get what we’re asking for or an updated form or something like that. And you can just say you can leave your own notes here. So just so that you know, you’ve touched it and that it’s not just sitting there that it’s in process. But once any questions of the tasks that are created are resolved. The most important thing for you to do is to mark it complete. So marking it complete is what lets our team know, hey, you’ve resolved what we’ve asked for here. Either you’ve made updates in the profiles that we needed or you’ve provided forms or documents that we needed reviewed or signed, if there ever are any, in that case. But marking it complete is what pushes it back to our team to say this is done. We review that and then it pushes back into processing for those requests.
Lia Hood (06:15) Naomi, is there a way to assign this task to someone to a user to one of our team members?
Naomi Denson (06:22) No, unfortunately not, there’s not a way to take admin tasks and assign them to specific admin users. There is… there is a possibility where you could build what we call teams. So teams restricts certain users to only specific providers. So they would only see the tasks related to those particular providers that are in their team.
Lia Hood (06:54) Yeah. But the problem with that is then if they’re out and someone else has to pick up that work, they’re not going to have that access, right?
Naomi Denson (07:01) Right. Yeah. So the org admin tasks are all inclusive. There’s no way to dictate it to any specific person.
Lia Hood (07:12) So there’s okay. That’s that is challenging from a workflow process and a ownership of work process. Is there a way that if you go into that task… is there a way in here to tag a specific person in the notes so that person gets a trigger?
Naomi Denson (07:43) No, not for external users.
Lia Hood (07:49) So there’s not a way for me to know either. Based on this, I can’t run a report that says, Shirley’s assigned these tasks, Robin is assigned these ones. I don’t have a way to know how much work is assigned to each person or what they’ve completed or what they have coming due?
Naomi Denson (08:10) Not in terms of admin users. No, it would only be based on if they were providers, can they be assigned to a specific person?
Naomi Denson (08:24) How?
Lia Hood (08:25) Do other entities manage… this when they have multiple employees that are using and managing the work in medallion? How do others navigate and track that work that their team is doing?
Niccole Russell (08:46) Nicole you?
Naomi Denson (08:48) Might be better to speak to that, on that level, but I know that there’s like I have other customers that I’m working with teams from HR and teams from the actual enrollment or credentialing or licensing teams. And they kind of monitor by the task type. So provider profiles could be missing information from the profile that would be an HR task or pay enrollment tasks can be filtered out. Caqh management tasks, things like that, depending on what area you’re overseeing… Niccole. Do you have anything to add there?
Niccole Russell (09:24) No, I was going to say that and then creating the teams, but again, that’s not for your admin tasks that’s just for the providers. Normally, they’re just the clients that I have. There are only two to three people working in here. So they work in conjunction with one another. If you complete the task, then it’s going to fall off… the board, but there’s no way to really specify they just go in. I don’t know how they do it on their side, but there’s no way to really assign that. So how many people do you have that are going to be working the admin tasks since all of them are going to be admin?
Lia Hood (10:07) It is me, Shirley, Marissa and Robin right now, any of us can do any of this work?
Niccole Russell (10:15) Okay. Yeah.
Lia Hood (10:17) So generally, what we do is we assign it out but I like to, we like to, I like to be able to run a report that says Robin has this many and Marissa has this many. So that if we can see that somebody needs some help, we can self assign that way instead of having to click into all of the tasks and look at who’s working it because that’s very inefficient from a management of work process.
Niccole Russell (10:44) Right one.
Naomi Denson (10:45) Thing that you could possibly do is… just maybe have like a system in place like when you, if you assign a task, leave it in a note because you can see that here and it’s reportable. So just like start with Shirley or Shirley’s initials or something like that and… make sure that.
Lia Hood (11:07) That’s on each note. Add the name to the note as the first item.
Naomi Denson (11:12) Right. Yeah. And then any notes following that, just make sure you keep that name there. So it’s showing us the last note. So you have an easy quick view here when you pull the report, yeah.
Lia Hood (11:24) Or you can download this.
Naomi Denson (11:29) Yeah.
Niccole Russell (11:29) You can also download this. So if you wanted to keep a running spreadsheet of who’s got what task? And you can just add a column to that report when you receive it stating who’s.
Lia Hood (11:41) actioning. The problem. Yeah, the problem is that’s manual, extra work. It is… okay. Is, so… there’s no option that you can add a column in here that would say, you know, where you have task type task, where it’s user, where you have a list of all approved users, where we can assign that in there. Not.
Naomi Denson (12:10) Currently, it’s definitely a feedback request that I could submit for review to see if that’s something that would be possible. Wouldn’t be able to provide a timeframe on it, I mean right now, but I can definitely submit it as feedback to see if that’s possible. Okay. But I think that maybe the notes thing, would be beneficial just as they’re assigning or someone’s picking up a task and they’re working on it just to include their name in the notes so that you have a quick view of who has what?
Niccole Russell (12:41) Now, Naomi, I did run into a client adding a note and it created a task. So an additional task, but I think it was under the provider, so.
Naomi Denson (12:55) Yeah. It was under the provider’s profile and I actually need to talk to you about that one because, I think I figured that one out.
Lia Hood (13:02) Okay. But.
Naomi Denson (13:03) Yeah. The notes on the task, this won’t that’s in the provider’s profile, that happened, but it, that actually didn’t happen. Niccole. So I’ll get with you but, okay. Okay. Yeah. So these notes are safe to leave if you have anything here. Yeah. So.
Niccole Russell (13:19) I think that would be your best bet.
Naomi Denson (13:21) And then even as you’re adding tasks, so like say you guys are having, you are all in here reviewing and Shirley you go pick one up and you leave a note here, it’s going to show your email address or your name here so that you can see the last person that touched it.
Naomi Denson (13:43) I think because you have your task summary here too. So you have the outstanding task summaries in the analytics section… and I’m trying to see if it shows… yeah, it’ll show the last note.
Naomi Denson (14:09) And then historical performance. Yeah.
Niccole Russell (14:13) The only way that you would lose track of that is if medallion made a note, then you wouldn’t be able to see your initials. Yeah.
Naomi Denson (14:25) That’s true too. It’ll only show the last note yeah.
Naomi Denson (14:42) But I can definitely put that product feedback request in to see if that’s something that we could build.
Lia Hood (14:49) That would be really helpful. Yeah.
Naomi Denson (14:54) So once you mark a task as complete, if you mark it complete, and oops, didn’t mean to do that, you can always go back and unmark it so that it moves back to the in process section. Once you mark it complete, it goes into this in review bucket. Our team will then review it, make sure that we have everything we need and they’ll move it to this completed phase.
Naomi Denson (15:21) And then, so all of your tasks will fall under admin, but you’ll just review them here. And then also within the provider’s profiles, they have their own overview tab as well as the group profiles that any tasks related to them will show in their overview tab as well within their profile.
Lia Hood (15:41) So, do we have the ability to complete those for the provider? Yes. So we could go into this one from Meredith gray and then upload her CV or resume or… her license, mark those two, you know, we do those two and then we mark it as put it into to review as complete. And then it would just pull it off and so she would no longer get that notice or have that update, yeah.
Naomi Denson (16:12) But she wouldn’t be, we’re going to set it to where they’re only tasking to admins. So they’ll still be tied to the provider’s profile because that’s where the request is, but they’re not going to the providers wouldn’t get any notifications because they’re not tasking directly to them.
Lia Hood (16:27) Perfect. Thank you.
Naomi Denson (16:28) Yes, absolutely. And then just the same thing in the group profiles, this overview tab will show any tasks that are open for the group profile as well. So some things that you could see tasks for typically you submit an enrollment request, they’re going to go through our intake team. First, they’re going to go through their checklist of what they should be looking for certain requests specifically around like medicare and medicaid have extra requirements that they will look for. And then anything that we don’t have or that they notice. Hey this provider Coi expires in five days. We’re going to need a new one before we can submit this because then the payer will just push back so they can task out for updated documents, anything missing from those intake checklists which I can share with you so that you are aware of what they’re looking for. And those would go as a provider profile, group profile or practice profile task. If anything is missing from any of the associated profiles that we would need to process the application once it gets through intake. And to intake complete is when one, when you are charged for the request is when it hits intake complete and is assigned to our team members on the operations side to actually fill out and submit the applications to the payers. If anything comes up during that process, it would be tagged as a payer enrollment task. So you can see the difference provider profile. Typically, that means it’s an intake. There’s something holding up from completing the intake process. And then once it has a specific operations product tag like payer enrollment, caqh management, that means it’s with our team and they’re blocked for something. The payers ask for something additional. They need a signature on something or there’s something else that’s blocking us from moving forward. Any questions there.
Lia Hood (18:32) All right. Just for clarity, there are three… tabs overview, providers and groups that all have tasks on them. Is that, did I misunderstand that?
Naomi Denson (18:44) Yes. So they would all be an overview. But if you want to look at a specific provider or group, they’re in the specific profiles as well. So, but you can see all tasks for everything in here. Perfect.
Lia Hood (18:58) I did misunderstand then. So thank you. No.
Naomi Denson (19:00) Problem. And then I’m trying to remember, did, we touched on inviting new members, deactivating providers and all that last time? Okay, I think we got down towards the bottom here and kind of ran out of time. So inviting new members. So in your members tab, you have three categories all active or deactivated. So you can see these categories, provider roles, if they were invited, not invited, if they’ve accepted their invite et cetera, but to invite a new member or you have a new provider that’s onboarding, you just select the invite member button at the top here, provider, select the role type that you want them to have, and then fill in the required information to create their shell profile on providers. Only, you do have the option to not send their invitation email right away. So you can uncheck this box, click, add member, it’ll create their profile, but it’s not going to send them the invite right away. That way, if your team wants to go in and do anything for them ahead of inviting them, you can… once you’ve created them, you’re gonna show as a not invited status or invited. If you did not uncheck that box, you can. When you’re ready to invite them, all you do is you click this little paper airplane here or these three dots over here has the send invite option. If you add a provider, you send them the invitation, they say, I’m not getting it. And you realize, hey their email has a typo in it. They have a new email. We should change it to that. This is where you can change their email as well. If you do send the invitation and then have to change their email. Always resend the invite once the email’s been updated, so that they’re getting that refreshed invitation. If provider gets invited, they haven’t accepted yet. They will get a series of five reminders over the course of several weeks saying, you know, hey, oneoncology is inviting you to join medallion. And then it’ll continue to send that. If you ever are curious if a provider received it or if there was any delivery issues, you can reach out through our support center. They can check our email servers on the back end to see, yes, this was delivered. Yes, a human opened it. It was not delivered. There was an error, anything like that, but you can see the status of their invitation here. Invited. Click this, it’ll resend the invitation or when they’ve actually accepted the invite and logged in. If you ever add a user. Yes.
Lia Hood (21:42) Go ahead, Shirley. I’ll ask mine after yours.
ShirleyHooker (21:45) What is, what is the, what does inviting a provider do? What does the provider do when they get that, what is the purpose of inviting the provider?
Naomi Denson (22:01) So they have to go ahead.
Lia Hood (22:03) They have to go in and complete a certain, I think we talked about this last week or in one of our other meetings, they have to complete a set of attestation questions because we’re going to pre fill everything. They’ll review their, all of their data, fill in any blanks. They’ll have to answer all the attestation questions. And I believe sign an authorization form that allows medallion to do this work.
Naomi Denson (22:31) Okay. Is that correct? Yes. So in their profile, admins can do everything for them from your account except for signing their agreements and attestations. So, there are three agreements in here. There’s the information release authorization, giving us permission to work on their behalf, the caqh profile authorization, that lets us make changes and update their caqh, okay, agreement to update data, and then their attestation, okay?
ShirleyHooker (23:06) Thank you. Yes, I’m following you.
Naomi Denson (23:09) Okay. And then once a provider is logged in, once they’ve accepted the invite, when they log in for the first time, they’re going to have like a banner up here that says, how would you like to complete your profile? I noticed in the sample invite or the custom invite that you sent over Lia that you did put a note in there that says, please do not make any changes. We’ve done this as much as we can for you. So essentially they should not, they should bypass that to not rerun a caqh import and undo anything that your teams have done and are essentially just filling in the blanks. They’re looking for these green check marks. If there’s anything still missing that you guys weren’t able to provide, they would review that in the overview tab. It makes it very easy for them to identify what’s still missing, what they need to provide, if anything. And then it’ll direct them straight to this agreement section to work through this. One thing I see with providers a lot is they’ll sign or something or they’ll sign all of them, but maybe they forget to check the agree box and then it’s going to flag it as incomplete. But then they’re going to move on with their life. And I would just keep an eye on that. But in the analytics tab as well, you have this provider onboarding summary section that will show you if they’ve completed all of their release forms, if they’ve answered all of their disclosure questions, what their profile percentage is, and if they have any outstanding tasks. So you’ll have this in the provider onboarding reports that show the primary pieces. Have they signed up? Have they signed their agreements? Have they done their disclosures and do they have any tasks outstanding? So you can have a quick view there.
Naomi Denson (25:03) Back to the members tab. So inviting members, if you ever invite a member and you assign them as an admin role, and you meant to assign them as a provider or an auditor and need to change their role type, you can’t do this on your end, you would just reach out to support or Niccole. And we can change it on our end. So if you ever invite somebody as a different user type, either you need to upgrade their access or downgrade their access, we can change that. On our end. You would just reach out through the support center through messages and ask a question and it’ll connect somebody on our support team to do that for you.
Lia Hood (25:48) Out of curiosity, are there standard working hours for the support center?
Naomi Denson (25:54) Yes. Let me, I actually just had this question the other day, so we’ll see.
Lia Hood (26:05) Sorry, it’s all the things you don’t think to ask until you’re looking at it, yes.
Naomi Denson (26:11) Customers can contact via email support at medallion co, or through the support center on platform using the chat. Support hours are eight a. M to seven PM Eastern Time, excluding holidays and company wide meeting time.
Lia Hood (26:23) Is that Monday to Friday?
Naomi Denson (26:25) Yes.
Naomi Denson (26:30) Okay. Thank you. You are welcome. Okay. So you invited a provider, they’re working for you and they terminate, they decide to leave. So, the first thing you would do in a provider’s profile when they leave, if you want to be able to pull any sort of reports with termination dates on them is go to their profile first.
Lia Hood (26:54) Hang on, Naomi. We’re not, we can’t see the screen?
Naomi Denson (26:56) Oh my gosh I’m sorry, it’s okay. So when we’re deactivating providers, we’re going to go to their provider profile, first professional info. And then you can add in the termination date to their employment details. You always want to do this before you deactivate them. Because once you deactivate them, their profile is hidden. So any work that was in progress for them, anything that was in flight for them is hidden, everything stops. When you deactivate a provider, it does open up a new provider seat. So if you need to bring in more providers and you are borderline on your consumption, you would need to deactivate a provider to not go into overages or anything like that. But if you need work to continue processing, you can still put their termination date in and keep their profile active while you wait for those to process. But typically the recommendation is to deactivate them, if you, if they, maybe they haven’t started yet, but you started all these enrollments and don’t actually need them. You’re not holding claims or anything like that. When you deactivate the provider, is it not taking me to a new tab? When you deactivate a provider or any user? These three dots on the right here, you can click deactivate member. It’s going to ask if you’re sure, and you say, yes, say the provider leaves and 90 days later, they want to come back and they’re going to start back. Again. All you need to do is find their profile reactivate, and everything that was in their profile comes back as it was well, that’s handy. That does include any work that was in process. So any enrollment requests that were in process with payers, they would resurface our team would then, you know, pick back up on the follow up on them. And if it’s been a long time and maybe the payer had reached out for additional information or something and it might lead to a resubmission, we might have to resubmit some of those requests but they would all come back. So nothing is ever completely gone. When you deactivate it, you just can’t see it unless you reactivate their access.
Naomi Denson (29:18) If you invite a provider too soon, you can, as long as they’re still in the invited status, you can also revoke their invitation so you can pull it back and then resend it later. When you need to what?
Lia Hood (29:32) Would be an instance of that?
Naomi Denson (29:37) Maybe you’re adding a new provider and you forget to uncheck this box but you want to go work in their profile first before you invite them. Okay? Thank you. So then you can revoke the invite or, you know, it accidentally got clicked at some point. So then it would just say invited with no date. So if it says invited with no date, that means it was a revoked invite, it needs to be resent.
Naomi Denson (30:05) Let’s see. And then just for context on the teams that we were discussing earlier, that’s done through the members tab as well create new teams, you can name your team and then you can either assign by profession type or picking by group or practice profiles. But if you turn this toggle button off here, you can assign specific providers to this team, not based on what group or profession type that they belong to. And then you would select a user to be either a team manager or a team viewer. The team manager is essentially like the admin role. They can make changes. They can see everything they can make requests. But only for the specific providers that you have allowed them to. The team viewer is more of an auditor role. They’re view only, they can’t make changes. They can’t invite providers. They can’t make any requests.
Lia Hood (31:02) Does anyone that has admin access, which is everyone on our team? Because it’s only admin or viewer, can anyone go in and create those teams?
Naomi Denson (31:16) Admin? Yeah, admin users can create the teams. Okay?
Lia Hood (31:23) Yes, ma, am. And.
Naomi Denson (31:25) Then we have the support center. Of course, from the home tab, you have access to just, you can search for help in here. It’ll take you to our help center with all of our resources and support and help articles, which can also be found at support medallion co, in a bigger view, bigger version. So you’ll be able to have access to all of those articles. As long as you’re logged into medallion. If you’re not logged into medallion, you’ll have very limited options here. Maybe like five articles that you can see if you’re not logged in. But you can also send a message to our support team, ask questions, somebody got locked out of their account. They need help resetting their password. The support team can do that. If you have any questions about processes or if there’s something in the platform that, hey, this doesn’t seem like it’s working, right? Maybe there’s a bug. You can report that through here as well.
Naomi Denson (32:28) So I have a product question, submit a bug report, something else. It will take you through the AI bot first and send you a support article maybe that it thinks relates to what you need, that might help. And then if that doesn’t help, it will give you the option to talk to a live person. Our support team is great. They’re very responsive. I use this all the time actually… to connect with our support team. And it’s also using this feature helps track your requests. So you’ll always have access to all of your messages, historical messages that you individually have sent here. And then when you’re logged in as an admin user, and you actually start utilizing support and having ticket requests. When you go to this platform, the support medallion co, you’ll also have an additional link like box here that I’m not special enough to have, but it’s your ticket portal. So all historical support tickets are tracked here for the entire organization. So you can say, Lia, I want to go see it’ll. Give you the option to see these are the tickets that I’ve submitted. These are tickets that have been submitted by everybody with oneoncology. It can show you the history of the conversations when they were open. When they were closed, what’s going on with them. So that you always know, hey, I went, I asked you about this a week ago. They responded in three days or maybe it’s still open and you need to follow up on it. So you’ll always have that access to the tracking of your tickets.
Naomi Denson (34:10) As far as the general platform training, I think that about covers it. We did the report builder last time, right?
Naomi Denson (34:22) Did we go through the report builder last time?
ShirleyHooker (34:26) Yeah, briefly. We did.
Naomi Denson (34:28) Briefly. Yeah. So just quick refresher the report builder providers, the activated providers enrollment requests. And I do have the ask out Lia to build that other report that has all of your existing enrollments and their requests, so that you can pull that all in one place. I need to follow up on that. But yeah, for a provider report, if you need general provider information from their profile, you would just select any of the fields that you need here, move them over it’ll. Give you a preview of the report here. And then you can export it one time or you can save it as… a report to go back to. And then you can even schedule it to come daily weekly, monthly. So if you schedule it daily, it’s going to come to your email every day. Starting today. You can schedule it for just you as the admin user, or for all oneoncology admin users.
ShirleyHooker (35:30) There’s not an option to select tasks for that provider. So, right? In this though.
Naomi Denson (35:38) Not in this but in the provider. So in the provider directory, you can filter by providers who have outstanding tasks and they’re even indicated with this little red triangle. So you can filter by that… to see if there are any providers that have tasks… and.
Lia Hood (36:05) Then can you export that? Again? There’s an option to export that. Yes.
Naomi Denson (36:10) Perfect. You can export pretty much any screen in medallion filtered or full reports. So even the task reports, you can export this… group profiles. Yeah.
Niccole Russell (36:27) And you can filter these screens as well. I use this a lot, so you can filter those screens as well and run a report based on what you filtered?
Naomi Denson (36:37) Yeah. And then like group profiles, if you need group profile information for any reason or practice locations, you can export all of your group profile data. Yeah. And then the filters, any filters that you set on any of the screen, I believe I showed you this last time, but you can create the bookmarks to save your filters or your preferences. So you want to come in and you want to see all of your providers in alphabetical order instead of the order of which they were added to the platform. So they’ll put them in alphabetical order by their last name, create a bookmark alphabetical… order. And then if I come back, it’s going to be like this. And then I select my filter and then I get my preferences back. So you can do that on any of the screens… including pay your enrollment. So if you have certain enrollment requests, you only want to see certain states, you can filter by state. You only want to see certain group profiles or practice locations, you can set whatever filters in any of these that you want, and create bookmarks so you can easily check back in. So.
Lia Hood (37:50) Can we look at this tab? Can we look at this tab a little bit more? Because last week we were in our instance that doesn’t have this in there yet. So can you walk us through? I mean, I know it’s a little bit self explanatory, but can you walk us through this, pay your tab now that we’re looking in a demo where there is data, yeah.
Naomi Denson (38:08) So, the payers tab. So when you click into the payers tab, the first thing you’ll see is this payer list. The payer list is built based on requests made. So yours is blank right now. But as you start making new requests, it will build this payer list. You can use this hyperlink to click into just this payer. If you want to see just this payer, it’ll give you a count on how many requests you have and a general status that they are in. Can I?
Lia Hood (38:40) Was going to ask on that other screen? Can you click on the number? Like it says requested 22 for Aetna? Can you click on that 22 and it takes you to, no?
Naomi Denson (38:52) But when you click into the payer, you have these buckets here. So you can see requests. Got it. Okay. Fair.
Lia Hood (38:59) Enough, fair enough. That’s the same way to get to it.
Naomi Denson (39:02) Yes, you can see all of the requests for that payer here. Requested means that you’ve requested them. The provider’s profile group profile, anything is not complete enough to be moved into processing or to intake. So, there is something that is in this provider’s profile that is not allowing it to follow the automation to move to our intake team. So it sits in requested until it reaches that threshold. So would there be?
Lia Hood (39:33) There’s not going to be a task on that yet because right. Remind me how we would see just, is it just here that I would be able to? I would know that it’s incomplete and can’t submit it. Let me, let me explain why, what I’m trying to figure out? So I’m trying to figure out how Shirley and I can run a report of the work of the, where we’re like our team has submitted something, but the profile, it’s not moving forward because the profile is not complete enough. So like how would we know that without having to click into this stuff?
Naomi Denson (40:12) Yeah. So on the requested, anything that’s been requested is going to be because the profile is not complete enough. If you look at it and you say, hey, this one is still sitting in requested, his profile is 100 percent complete. I don’t why is this not moving? It can take, I believe it’s 24 hours for it to move from requested to our intake team. In some cases, if it’s like if updates are happening, it might take a few hours for it to automatically move over. But if you ever do notice anything that’s sitting in requested and you don’t think it should be flag that to us and we can reach out to our intake team and say, hey, these aren’t moving and, they can pull them over manually and.
Niccole Russell (40:58) you don’t have to look at payer by payer. When, once you click on the enrollment request, Naomi, will you refresh that? Yeah, you have all of your requests over there to the right. So she was just looking at one specific payer.
Lia Hood (41:13) And then I could filter on where there’s the income states. Yeah.
Niccole Russell (41:20) That would be all of them.
Lia Hood (41:28) I’m just trying to figure out the easiest way that Shirley and I can run a report that says here’s all your incomplete profiles. So.
Naomi Denson (41:36) That, so that you can do, from the providers tab too. So you have the providers tab here, you can filter by percentage… completion or profile action required.
Lia Hood (41:50) Perfect. That’s what I was trying to figure out. I couldn’t get that, yes.
Naomi Denson (41:54) Or you have in the analytics, you have your provider summary report with that’s, that really big report that’s all inclusive. So, you on this report all the way at the end, this is exportable too, so you can export into any file type that you need, but it will show exactly what’s missing from their profile and what their percentage completion was the last time anything was changed. So, you can export this as well.
Lia Hood (42:21) Okay. Thank you. I’m just trying to put pieces together, yeah.
Naomi Denson (42:25) And then as we get going and you start adding new providers and, you know, your current existing providers aren’t as much of a barrier but you can filter by start date range. So if you know, you’ve added several providers that are starting in the next three months. And you want to just look at those, you can filter by what their start date range would be. So it narrows it down for you a bit. And then it also shows all deactivated providers too. So if you wanted to just look at active providers, you can filter that down too. And then back in the payers tab. Yes. So requested, they’re sitting for some reason processing is when they get to our intake team. And there’s a lot of different statuses that you’ll see here again in the support center in the help under payer enrollment resources, you have an article in here that outlines all of the different statuses and definitions of them. So if you’re ever wondering what a status means, you can refer here if you have any questions about that. But processing is when it’s going through intake, it’s assigned, it’s been submitted, it’s in follow up. Needs attention is going to be any payer enrollment request that has a task on it. So if there are any tasks, this is going to say needs attention, and then it will even show you needs client attention from intake or client input. Requested. That means it’s with our pay enrollment team. Anything that says intake is not with our pay enrollment team yet, but it’ll even show you it should show you.
Naomi Denson (44:11) If this wasn’t a demo org and it really had a task set, it would link the task directly to the line here or you can collapse this or uncollapse this rather and see any outstanding tasks related to that request. Anything that’s completed will move into this completed bucket. So it’ll still live in the enrollment requests under completed, but it will also roll over and fall into your existing enrollments. So you can report out of there and be there for all existing enrollments requests or imported. And we have on hold. Typically the on hold lines are because of a dependency. So you’ve submitted something for managed medicaid or medicare advantage plans and the provider’s not enrolled with medicare or medicaid yet. We’re going to set that up to be blocked by that particular payer. So we’re going to say this one’s blocked by this enrollment. As soon as the enrollment that it’s connected to is completed, it will roll this status into dependencies, met, making it workable. So a prerequisite basically some of them, you know, it’s a group enrollment that we’re waiting on or vice versa, provide enrollment to get a group contract that we can tie them together that way. And then stops, if you ever, you know, submit a request. The provider leaves before we get started, you want to send us a request to stop any requests. Any request lines, it was made an error. Maybe you accidentally made it twice so that’s where any of these requests stop. So client request provider was deactivated or… terminated et cetera. So those are your categories up here. You can toggle between just group enrollments, provider enrollments, or all. Another thing with the pay enrollment request is you can see the date that you created it, the date that intake was complete on which is when that 10 day SLA starts, intake, complete, starts kicks off the contracted SLA, and then the date that it was submitted. If you ever have a question or… any information on a request line, say a payer sent you an email and you notice, we’re not looped in on it or they mailed you a welcome letter and you want to share that with us. If you go into the notes section on any particular request line, you can click get support. It’ll take you to our support center and you can say I need to provide an update. I need to request a cancellation. Why is this not coming up? Usually it gives you the options. Why is this? Maybe I need to do it on a different one. Oh, because they’re stopped.
Naomi Denson (47:14) It’s not giving me my options. Usually it gives you little bubbles that says, I need to provide an update request, an update request, a cancellation, other. So you can, if you have received welcome letters, you want to share that with us, always communicate it through the support team so that it’s linked to that line and they can make sure that it gets to the appropriate teams. Unlike tasks. If you ever, there’s this little tiny area where you can add a note. If you add a note to a request line after it’s already been submitted or, you know, days after you requested it, and it’s urgent. Our team is not notified of any notes left on a request line only on tasks. So always go through support. If you have any questions updates or, you know, corrections needed to align or also, you know, you have Niccole… as your engagement manager after implementation that anything urgent, she can help address as well. Okay?
Lia Hood (48:10) So just to recap real quick before you click out of there, if we get a, an approval letter, because sometimes we get them sometimes through the offices or whatever we go in. So we’re in the payr tab enrollment we open that particular one up. Is that correct? Will you?
Naomi Denson (48:29) Walk me through that again. Yeah, you would find the request line that you want to provide an update to find the notes section, and… then click get support.
Lia Hood (48:42) Perfect. Thank you. And that.
Naomi Denson (48:44) Connects it directly to that request. And that also flows into that tracker that I was telling you about earlier, where you can see, hey, yep, I did, I sent this to them in case you don’t remember if you shared it or when you shared it, you can always track. Those… notes are not easily as trackable unless it’s the most recent note. And also to keep in mind, if you do add any notes after the submission, our team again doesn’t get notified and it wouldn’t get seen until the next time they followed up on the line. So if we submit an application the next day, you say I forgot to include this practice location or I need this added. And you put a note in here. Our team’s not going to see that until they go into follow up again and it might be too late at that point.
Lia Hood (49:28) So, then what would we need to do if we missed a location?
Naomi Denson (49:33) Depending on if the application has been submitted or not, or if… it’s urgent and you just submitted it, we forgot to add this location, reach out to. Niccole. You have the access to edit the practices, right on a line that hasn’t been submitted yet. I am not sure of.
Niccole Russell (49:54) That actually, but if you contact me, if I don’t I can at least reach out to the payor.
Naomi Denson (49:58) Yeah, we can make sure that the payor team knows that they need to include that location before the submission. If it’s after the submission, we would have to wait for that to process. And then you would request a demographic update to add the new location… okay?
Naomi Denson (50:20) And then also, yes, you have your existing enrollments in here. So it’ll show all of the, if it’s a provider enrollment or a group enrollment, the payor, the state, all of the relevant information that we collect from the payor, you can filter this sort, it export it into a report. So this is where all the existing enrollments will live. And then of course, the caqh management, any providers that are enabled for caqh management, they’ll be tracked through here. You can see the request status of their caqh reattestations notes as well. And then once it’s synced to their caqh profile, it’ll pull in their latest last attestation date. And then when their next reattestation is due by.
Naomi Denson (51:15) You’ll see these little flags and tags here. If we don’t have a login, if we do have a login in their profile and our team tries to use it and the password’s been changed or it’s wrong, we can’t get in for any reason. Our team will create that task, that admin task to say, hey, we need you to update your password. We can’t get in and then also tasks for if they have other employers in their caqh profile that are requesting caqh is asking for updated information on or to review that. We don’t have information on in medallion our team would task out and say, hey, we’re blocked. We can’t reattest until this is resolved.
Naomi Denson (51:58) But we’ll go more in depth on this with our pay enrollment training on how to make requests for… the initial enrollment, revalidations, demographic updates and all of that as well. Any other questions that have come up for our last few minutes here?
Lia Hood (52:23) Robin, Marissa, anything… I.
ShirleyHooker (52:28) do have a couple of questions, but they might be answered whenever we do more training in the payor enrollment side, unless you want me to ask now.
Naomi Denson (52:40) Yeah. Go ahead. We’ve got about five minutes. We do have a hard stop for another call, but we’ll answer what we can. Okay?
ShirleyHooker (52:47) Cool. So we does medallion work RCM out of network inquiries.
Lia Hood (52:56) No, that’s our team. Okay? That’s our team. Okay? And,
ShirleyHooker (53:02) what about directory attestations that’s.
Lia Hood (53:07) our team as well?
Naomi Denson (53:08) Okay. That’s it. I don’t have any questions at the time. Okay? If any do come up, please don’t hesitate to reach out. Like I said, we’ll have another separate training on just the payr piece to walk through all this in more depth. But if any questions do come up, please let me know, of course. And then I’ll send you once this recording is… generated, I’ll send you the recording from our last training and this one. Thank.
Lia Hood (53:41) You and I, Naomi and Niccole, I will, I do have an answer on evolent. Okay. So I’ll get that. I finally got an answer back from our contracting team because I had to pull them in for some help. So I will get that over to you as well. Perfect.
Niccole Russell (53:53) That’s why I came out.
Naomi Denson (53:54) Of the gate… thank.
ShirleyHooker (53:56) You so much. Thank.
Lia Hood (53:58) You. Thanks. Everyone. Have a good day. Thank.
Naomi Denson (54:00) You.