Transcript
Rae Tompkins (00:00) hello? Hello? Thank you again for joining.
Rae Tompkins (00:16) Sorry. Can you hear me now? Yeah.
Kristina Rombal (00:18) I forgot that my headphones were plugged in. Well, okay. I was like just talking.
Tony Lewis (00:33) How’s your day going?
Rae Tompkins (00:35) So far? So good. It has been a Monday though, lots of stuff.
Tony Lewis (00:49) Hi, all.
Nic Schisler (00:52) Hello. Didn’t we just chat?
Rae Tompkins (00:56) Feels that way.
Nic Schisler (00:57) Sure. Does.
Nic Schisler (01:06) Right. Did you guys try on your air conditioning over the weekend?
Rae Tompkins (01:10) Like just now it’s been on.
Nic Schisler (01:13) Yeah, I tried right now a little bit.
Rae Tompkins (01:36) Hi, good afternoon. Hello. How are you? Good. Thank you.
Kristina Rombal (01:48) Looks like we’re still waiting for Christina and Maribell?
Rae Tompkins (01:52) Yes. Okay. We’ll give them just a few seconds, no worries.
Tony Lewis (02:03) Yeah. Hey there.
Rae Tompkins (02:05) Hi, Tony. Hey.
Nic Schisler (02:07) Hey, Tony. Thanks for joining.
Tony Lewis (02:11) Hey, there. Good afternoon. How are you? We’re?
Nic Schisler (02:15) Good, lots of discuss here, but we brought in some additional smes from our team, I think just to kind of talk through some of the questions that are in place. So I think we can have a really productive conversation here this afternoon to ensure that we’re all aligned as we continue to move forward.
Tony Lewis (02:32) Perfect.
Nic Schisler (02:49) Do we know if Lana is going to be joining us this afternoon?
Rae Tompkins (02:55) I think she accepted?
Nic Schisler (02:56) Yeah, she did, Tony. We’re kind of waiting on really Christina to join, so we can get started. And definitely, Lana. I think it’d be great to have her here. And of course, if she can’t that’s fine. But obviously having Christina here as much as we’re engaging with her here and some of the questions she had, she’s really who we need to kind of start the conversation.
Tony Lewis (03:16) Yeah, absolutely. Again, they’re the primary operations folks fielding on the calls in the tool, so can speak to it interesting. And like I said, I wanted us all on the call so that we were hearing the same messaging there’s. No, you know, three way phone tag and we’re all just aligned on what’s currently in flight, what needs to be done to get those in flight. And then longer term. I think the auto renewal. So, I think what you got here from a agenda… perspective, works for me. So, I’m Christina, are you out there?
Kristina Rombal (03:57) Yeah. Can you hear me? Yep? Okay, perfect. I was like, I don’t recognize the voice. I didn’t realize that he was in here.
Rae Tompkins (04:05) Yes. Are we waiting on Lana or do you want to go ahead and get started?
Kristina Rombal (04:08) If we have Tony here, I think we’re good.
Tony Lewis (04:11) Christina, do you know if Lana intends to join? I messaged her but she hasn’t replied.
Kristina Rombal (04:18) Do you know what we had just got out of like a demo meeting a little bit ago too. So maybe, let me see. Are we going to record this? Yeah, it’s being recorded. So I think we should be.
Rae Tompkins (04:31) Okay. Christina, all right. We can go ahead and get started. Then first item on the agenda I wanted to share is.
Tony Lewis (04:41) that I must have lost audio. Oh, I see, Ray, are you talking?
Nic Schisler (04:46) We can hear you?
Tony Lewis (04:47) Can you all hear me?
Nic Schisler (04:48) Yeah, we can hear you.
Tony Lewis (04:53) Okay. I was having some audio issues. I’m not sure if Christina was talking then.
Rae Tompkins (05:00) All good now?
Tony Lewis (05:01) Yes, I think so.
Rae Tompkins (05:03) Okay. Perfect. Wanted to start the meeting off with the note that all data has been restored back into the carelon instance of platform.
Rae Tompkins (05:13) So there was a question regarding new licenses. So those new licenses that we were referring to were the ones that were temporarily stopped in order for us to migrate it over to the elevance instance that was created as discussed. These were providers that had not yet hit our intake process. So they were not currently in flight. So those were the ones that Christina, the spreadsheet was created and placed in platform for visibility, but our team has restored those. So now that they are back in process under carelon, so it wasn’t any requests that were in flight. These were ones that were very recently placed under carelon. And during that migration temporarily paused so that we can make sure they were placed under the new instance and platform.
Kristina Rombal (05:59) But with that, I just want to make sure because like I said, what the there’s certain verbiage is being used and I’m assuming everything but everything’s back and it’s being worked. So I don’t have to trigger anything for it to actually start going through this process again.
Rae Tompkins (06:15) That’s correct all the requests for renewals, there were two spreadsheets in question. There were a renewal spreadsheet and there was a new request spreadsheet. The medallion team has placed all of those providers on that list back into the carelon instance and platform. So that processing will take place as normal.
Kristina Rombal (06:32) Okay. So the renewals are also being worked because I don’t see at least according to the way we’re seeing things in the platform right now, I don’t really see any. I don’t know what’s being worked because I know I had asked you for a list of things that have actually been, are in process with you guys right now. So we know which providers to reach out to and which ones not there’s a lot of confusion going on between our providers, us and the portal at this point.
Tony Lewis (06:59) Yeah. And Ray, I just want to confirm that all of the providers being migrated back to the carelon instance that’s one thing, but does that also mean those applications have been submitted or are they just in the instance?
Rae Tompkins (07:18) So they’re being worked and the information is being processed by our licensing team as that license are due. Okay? And that’s for all.
Tony Lewis (07:30) The new licenses that were submitted, whether it was a timing issue during that migration, but all new license requests as well as pending renewals.
Rae Tompkins (07:44) That’s correct?
Kristina Rombal (07:48) Okay.
Rae Tompkins (07:51) And Christina, just to flag, you had requested a report of providers that are currently being worked by medallion?
Kristina Rombal (07:57) Yes, that are currently being worked for the renewals, because we had reached out when we had spoke. I don’t want to say about a week or two ago when we were trying to clear up anyone that was upcoming for like April first or April so that none of them would lapse. And I don’t know where anyone’s at with medallion because the auto renew is not showing on and it doesn’t like a lot of the tasks are missing. So we can’t tell what’s actually being worked and what’s not?
Rae Tompkins (08:28) Okay. I can definitely produce a report for visibility.
Rae Tompkins (08:37) Were there any additional questions on any of the data that may have been temporarily paused?
Tony Lewis (08:47) No, not for me. I just want to make sure that there aren’t activities required of us to trigger or start any of those submissions that might have been paused or migrated out migrated back. Just want to make sure there’s line of sites. It’s all requests are fully in the system and they are being processed that.
Rae Tompkins (09:07) Is correct. But in regards to auto renew, and Christina we had spoke about this on our previous call, we’ve worked with our engineering teams and I think there was some confusion regarding auto renew. So I just wanted to obviously have a conversation regarding it. So we based off the support of our engineering team, think it would be most beneficial to be the source of truth for the elevance team to turn on auto renew internally just to ensure that it’s turned on for all providers that truly need auto renew. I know there’s one or two providers that are processed in house, but that is something that the admin team on your side can turn on the function. Again. I sent those steps via email. I’m happy to review it again. But in regards to auto renew, it doesn’t necessarily mean the expiration date’s updated. So just a quick based off our last email, auto renew first to the system generating request by the medallion team that we will own and support. This includes completing renewals directly with licensing boards. However enabling auto renew doesn’t automatically update or adjust the expiration dates that’s not tied to auto renew. So that just turns it on for our team to know that we need to handle the reprocessing of the license.
Tony Lewis (10:29) I guess I have a dumb question. Is the expiration date not then updated once you submit that renewal… and it’s processed and they now have a new license. You’re not going in and updating the future forward expiration date on that license you just secured?
Rae Tompkins (10:46) If it’s processed by medallion, then yes, the expiration date is updated.
Tony Lewis (10:50) Well, that’s the intent, right? That’s why we’re turning on auto renewal, we.
Rae Tompkins (10:56) Process it when the auto renew is due. So if there’s a license currently that’s already expired and auto renew is turned on, it doesn’t automatically update the expiration date. The expiration date is only updated for licenses that are currently being processed by us. So there’s no retroactive updating of expiration dates.
Tony Lewis (11:14) Okay. But you’re identifying those before they come to expiration date at some predetermined date to start that auto renew, right? So.
Rae Tompkins (11:24) I think that’s where the license expiration monitoring comes into play. So that’s not something that’s currently turned on for carelon.
Tony Lewis (11:33) So at what point are you triggered for the auto renew event?
Rae Tompkins (11:37) When it’s turned on and it comes within a cycle of us renewing the license.
Tony Lewis (11:44) Right. So, if the license is set to expire on four one, how early are you working that when we preemptively had auto renew already checked?
Rae Tompkins (11:55) Courtney, Tristan, I may ask for your help on that one.
Tristan Sewall (11:59) Yeah, it comes through when the window or portal opens up for that renewal.
Tony Lewis (12:07) So like 30 days in advance, 45 days in advance. There’s a window.
Tristan Sewall (12:11) Yeah. Yup. It depends on when the licensing board indicates those renewals are open for us to start working. So you’re correct? It could open 30, 60 or 90 days prior to expiration date.
Tony Lewis (12:23) And then you go in and process that application, you get that renewed and then you would, I would assume update the expiration date associated with the new license, correct? Yup. So again, I guess I don’t see the benefit of this license expiration monitoring unless it’s looking retroactively which again, I think a lot of our team is already handling anything that’s likely already expired.
Rae Tompkins (12:54) Okay. Yeah. I just wanted to flag that anything expired. We’re not retroactively updating, but auto renew doesn’t necessarily mean the expiration date will update. We’re just populating once that window opens, we go out to the board, pull the primary source verification. Once it’s updated, update the expiration date.
Nic Schisler (13:12) Yeah. Toni, I think we just wanted to make sure that we talked through both of these scenarios because we want to ensure that folks aren’t thinking auto renew is license expiration monitoring because we originally had Lem as part of the agreement as you remember, and I remember we struck that from the agreement last week because it sounded like from the conversations you had, these were things that were being handled internally appropriately as well. And I think Ray and I and Tristan just wanted to make sure that there’s been some conversations there’s been emails the last few weeks that we’ve talked about auto renew, and we’ve talked about Lem, and I think we just want to make sure that the full party has a really good understanding of what the process actually is and what those expectations are essentially.
Tony Lewis (14:01) Yeah. And I think that’s fair to level set expectations. And I just want to make sure we’re all very clear that there’s a predetermined window for set expiration auto renewal is checked in the system. You guys are going to process that renewal without missing any dates. Is that a fair statement?
Tristan Sewall (14:24) That is correct?
Tony Lewis (14:26) Christian, Ray, feel free to double back me there, but that is correct. Yes… right, right.
Rae Tompkins (14:41) Are there any additional questions on lim on auto renew, Christina, do you need?
Tony Lewis (14:47) I guess I have two questions. So I don’t know if there are instances now where we have licenses that may have come up to the expiration date and auto renew wasn’t checked.
Tony Lewis (15:02) Is there a process for Christina and her team to submit these renewals manually for you all to process? If not through this auto renew checkbox process?
Kristina Rombal (15:14) We’re not able to update the expiration dates at this time. So we’re still getting errors on trying to update the expiration. That’s why it’s getting a little more complicated for us because if we try to pull a report from medallion with expired licenses or upcoming because we can’t update it and they haven’t updated it, it’s pulling a longer list of like upcoming renewals and expired.
Tony Lewis (15:40) Why is it not getting updated?
Tristan Sewall (15:45) We’re not able.
Tony Lewis (15:56) To work… we don’t hey… sorry, I’m not really hearing anything unless it’s just me. No, I didn’t want to be the one to say it because I was having tech issues earlier but Christina, you’re breaking up terribly. We couldn’t hear anything from you… it.
Tony Lewis (16:23) It’s okay. It’s still the same. Can you?
Kristina Rombal (16:25) Guys hear me?
Lmartin3 (16:25) Yeah, it’s breaking up really bad for me as well. So I think it’s Christina.
Kristina Rombal (16:30) Yeah, zoom doesn’t work for me at all. This is why I prefer teams. I know I’ve asked you guys multiple times to send on teams because the zoom, not only can I not hear anything. It’s hard for me to communicate right now. I.
Rae Tompkins (16:42) Apologize, Christina, our teams weekly is set to teams, but since this was a one off call, it defaulted to zoom.
Kristina Rombal (16:48) Yeah, I’m sorry, but the zoom doesn’t for some reason, my connection doesn’t work well with zoom. Well.
Tony Lewis (16:55) We’ve got you loud and clear right now, Christina, but I guess my question is first addressed to the medallion team, is the expiration date not being updated as part of your standard operations that’s an expectation, right?
Rae Tompkins (17:11) When we’re yeah, go.
Kristina Rombal (17:12) Ahead, Tristan.
Tristan Sewall (17:13) Yep. If it’s coming through for a renewal request, if it’s something that medallion is processing those expiration dates will get updated if it’s something that is not set to auto renew. And it’s something that your team has not submitted for us to renew the license for then those will not get updated.
Tony Lewis (17:32) Okay. Do we have the means to manually update those? If we’re then getting a renewal outside of you? All, I think my general assumption is you guys are processing all of our renewals and that auto renew will be checked moving forward. That’s why I want to confirm that the expiration date’s going to be updated. But it sounded like Christina was having issues with her team being able to update within the system. Is that something we have the flexibility to do? Yes?
Tristan Sewall (18:01) You should have the should be available to update any expiration date for the provider’s licenses. If you are not able to do that, then I think that’s something you need to flag to Ray so that we can take a look at it on our end. I think one that Christina did flag was a bug that has been submitted to our engineering team. But yeah, if there are others that you’re seeing that you’re not able to update, then we, I would bring those up to Ray so she can take a look at why you’re not able to update.
Lmartin3 (18:36) And I’m just chatting with Christina as well. So everything was set to auto renew. And I think some of this transition kind of undid that from what I’m understanding. And so, you know, some of this stuff that’s historical that you say won’t update the expiration dates because it wasn’t set to auto renew. I think it was, it’s just the transition caused it to now not be historically set to auto renew. So, you know, that’s part of the issue that we’re facing, right?
Rae Tompkins (19:15) And just to flag, any licenses that were in active processing were not migrated over. So no one that was in process was affected during the migration.
Lmartin3 (19:24) I think there’s probably a group that were not in process but were set to auto renew that in… the transition got pulled off auto renew, but then were coming into process. And so there’s this gap the way I’m understanding this, the way I’m putting this together in my head from what I’m hearing from everyone there’s a gap of providers that kind of fell off the wall here. So I think that’s part of the issue. I.
Tony Lewis (19:57) Agree. I think that’s the problem. Again, our assumption is every provider on the platform was checked or we want checked for auto renew. That’s one of the benefits of your service is that they’re automatically renewed and we don’t have to do a whole lot of processing. There’s an expiration date housed in your tool with a predetermined window for you guys to start that renewal process. I think one, we need to confirm if there are any in the tool today that aren’t checked because we want them checked. Then we need a list of this historical because I think Christine is trying to pull it from the tool and having issues whether it’s a flag check, expired date check. We’re just having issues. And so I think we want to, you know, post the migration challenges that we’ve had, make sure that all of our providers are set up for auto renew. And if there are any that are pending or have been missed as Lana described here, that we capture them.
Lmartin3 (20:57) Right. That’s what I was trying to say as well that we, you know, I think there’s that gap in there of however many providers or however many licenses, I should say, not necessarily providers, it would, you know, one or the other, that kind of fell off in the pool of waiting and then never got scooped back up when it was returned to business as usual because that flag got unchecked basically for lack of a better way to say it, right? If I.
Courtney Raymer (21:30) can chime in really quick. I just want to confirm what I’m hearing. You want every provider, every license set to auto renew, correct? Yes. Okay. If that’s the case, sorry.
Rae Tompkins (21:45) Courtney, I just want to reiterate Christina, there is one provider you process in house, right?
Lmartin3 (21:52) I’m trying to communicate with her through teams so that she can hear and respond.
Rae Tompkins (21:59) I think there was one provider she had mentioned because he’s the medical director, his license is processed in house. So I just want to make sure that provider is not turned.
Courtney Raymer (22:10) On.
Lmartin3 (22:10) okay. But she can Timothy, I’ll be on, yes. Okay.
Courtney Raymer (22:16) Perfect. Okay. If that’s the case, right? We can, we should be able to bulk turn auto renew on for everybody all at once. And then for that one provider, we can turn it off. I think the reason that this has been kind of a back and forth is because previously, before this transition from what I remember, I don’t think auto renew was on for every license. I think it was selected for some licenses for some providers. I may be wrong in that. But if the case is that it should be on for everybody except for Timothy, then we can turn that on. And then once auto renew is turned on, if the platform realizes that the window is open, a license is due for renewal, that request will be automatically generated and we’ll get it into process.
Courtney Raymer (23:00) So we just need to do a line on who needs auto renew turned on. And if it is everybody, all their licenses, we can do that on our side with pretty much the flip of a switch.
Tony Lewis (23:12) Yes. And you’re saying that would trigger any licenses that could have been missed during this migration snafu?
Courtney Raymer (23:20) Yes. Anything that’s not already expired, if it’s still active and it’s due for renewal. Now, then a request will be generated and we’ll get that into process, yes?
Tony Lewis (23:30) Because we’d essentially fall in that window and it would trigger the auto renew. Okay. So yes, I think step one is turning auto renew on for every provider minus this one.
Tony Lewis (23:38) Okay, having that trigger any that could have been missed. Then I also think there needs to be a step two for any expired that we have. Because again, correct me if I’m wrong, Lana, Christina, there should be very few that expire. So if it’s currently and… expired, it was likely missed… for lack of checking the auto renew box or part of the migration challenges. So I think we just need to understand an expired list.
Rae Tompkins (24:15) That’s definitely something I can provide.
Tony Lewis (24:18) Because any that okay… that’s great because what I’m hearing is everything that’s close to expiration, and had that box checked through this bulk update, they’ll be triggered for renewal. So we’ve got those covered. So the real potential gap here is any that were missed from an auto check box and now have expired?
Lmartin3 (24:40) Right? Or should have been put in that auto renewal. That kind of fell off of it because they were unchecked. And I think, you know, that may have been what happened with some of these. But I did confirm that, yes, all other providers should have been on auto renewal. Perfect.
Rae Tompkins (25:00) So, just to reconfirm what we talked about, Christina, I will send you a report of providers that are currently being worked by medallion. I know you’d flagged on our last call, the inability to download the reports directly from platform. And that’s something I’m working on with our technical support team. But in the interim, I can send you the report of providers being worked. Currently, a list of providers that are expired. Courtney and I myself will work on turning on auto renew for all providers, with the exception of Timothy Albion and I’ll also, Christina, if you don’t mind sharing, if you’re unable to edit expiration dates for any other affected providers, letting me know. And I can definitely work with our tech team to make sure that that’s configured and that you don’t have any additional issues on your end updating the expiration dates?
Lmartin3 (25:50) Okay. I messaged all of that to her in somewhat shorthand. I’m a pretty fast typer but I’ve abbreviated some of it. I.
Rae Tompkins (25:59) could definitely provide a follow up email too. I know Christina is having some audio issues, so I can, yeah.
Lmartin3 (26:03) That sounds great. It.
Tony Lewis (26:04) Sounded correct to me. But I would certainly like Christina to weigh in. Absolutely.
Lmartin3 (26:10) Yeah. The only other thing that I want to confirm is this when we’re doing the auto renewal and all that, is there a way for you to capture those that were coming up for auto renew that didn’t get pulled into the processing that fell off the auto renew before it triggered you?
Lmartin3 (26:29) To renew them? So, I think there’s a gap of providers sitting out there that should have been triggered for auto renew, that fell off the auto renew, before they got pulled back into processing? Yes.
Tony Lewis (26:42) My understanding is those providers will be captured through the bulk auto renewal update. So, Courtney, if you guys do that, can we get a report if that triggers any new renewals?
Courtney Raymer (26:57) Yes. So the way that I’m seeing this happen is once we turn on auto renew for everybody, any new requests that are generated for licenses that expire between like now and the end of April, I would assume are going to fall into this gap that you guys are referring to?
Lmartin3 (27:15) Yeah, yeah. So.
Courtney Raymer (27:17) Yeah, we should be able to pull that.
Lmartin3 (27:20) It may, it may show some that may have already expired as well. I’m not sure because we don’t have the expiration, you know, all the expiration dates updated. So.
Rae Tompkins (27:29) It.
Lmartin3 (27:30) may capture some of those too. Will that trigger the renewal for those not?
Courtney Raymer (27:35) If the license is already expired, yeah.
Lmartin3 (27:37) I’m worried about those. Okay? So.
Courtney Raymer (27:39) We can go back and we can pull from the date that we did this migration in February or whatever it was. We can go back and pull any licenses that expired between this period. And then we can look through those and see if there were any that needed to be renewed that didn’t get renewed, okay?
Lmartin3 (27:58) Great. Yeah, that I want to capture those as well. I just want just trying to, you know, sweep up the litter here that’s.
Tony Lewis (28:05) what we’re asking for, right? I would like an expired report as of today, right? Or from whenever you do the bulk update because if they’re active and you bulk update them, that should trigger a renewal, but there’s a potential gap that they were expired, didn’t get auto renewed, and that’s why we’re asking for an expired report current as of today. And that looks back, you know, how, however long, yeah.
Rae Tompkins (28:30) Absolutely.
Tony Lewis (28:38) Okay. The only other piece I wanted to ask about is, do you have a time frame for pulling off the APC? Now, mosaic providers from the carillon instance? Are you guys still working parallel paths on getting their own instance created? Yes.
Rae Tompkins (28:57) We’re waiting on testing on their side. We’re just kind of at a standstill until we can connect with their it team, but… definitely in the works and will happen as soon as possible. Yeah.
Nic Schisler (29:08) Tony, Melissa and Bob are aware, I’ve nudged Melissa last week to say we need to get this done ASAP. So at this point, we’re really just waiting on them. We’re kind of at the mercy of them at this point. So I don’t know if you have any wait with them still to send them a note on the side that would help us. But Ray and I are pushing as hard as we can.
Tony Lewis (29:25) Okay. Makes sense. Yeah. Again, our number one concern is making sure any missed auto renewals are processed, that the 120 new requests that we had submitted during the migrations, that those are getting processed as well. But I don’t want to lose sight of removing those from our carelon instance so that at some point this becomes cleaner easier to track for everyone yep.
Nic Schisler (29:49) All aligned, I mean, the sooner we can get them out, then, you know, the team’s only going to see palliative Caroline providers in the instance, which would be great for both parties. Obviously, the number one priority is just to ensure that we get the auto renewed, turn back on for all providers, figure out those who may have any lapsed licenses, you know, get those renewed ASAP. And then from there, we should be in a much cleaner better spot as we move forward. Perfect. All.
Rae Tompkins (30:18) Righty. Well, thank you so much. Everyone. I’ll be in touch with Christina regarding the reports I’ll loop in everyone that was on our call just for visibility and we’ll get all this cleaned up, in a much better place. Thanks.
Nic Schisler (30:31) Ray. Appreciate you. Thank you, everyone. Thank.
Lmartin3 (30:33) you. Thank you.
Rae Tompkins (30:34) Bye. Have a good one all.
Tony Lewis (30:36) Right. Bye.