Transcript
Sarah-Dina Durand (00:05) happy.
Caritza Bueno (00:05) Monday, guys, Daz, are you sick? You sound sick?
Desiree Maravilla (00:11) I’m always sick.
Ashia Wallace (00:13) You.
Desiree Maravilla (00:13) feel better. We should celebrate when I’m not sick.
Collette Waddell (00:18) I.
Caritza Bueno (00:19) keep telling, you remind me of my aunt.
Desiree Maravilla (00:22) Yeah, I’m always sick. It never ends. So that’s my normal. So it’s totally fine.
Caritza Bueno (00:33) I usually see a specialist.
Desiree Maravilla (00:38) I blame my kids. They’re like petri dishes.
Collette Waddell (00:43) Oh, they are, they bring home everything you?
Desiree Maravilla (00:47) Know, actually, this time I have really… bad allergies. It’s like it’s like every day now and the wind is like it’s very windy and I live in a new development all around surrounded by hills and it’s so bad. The allergies are so bad this?
Collette Waddell (01:05) Year, everything is starting to, yeah, we’re getting a lot of pollen and stuff like that here.
Desiree Maravilla (01:11) Yes, it’s so bad. It’s really bad. How are you doing good?
Collette Waddell (01:16) How are you? All, good?
Desiree Maravilla (01:21) I was.
Collette Waddell (01:22) at a soccer tournament all weekend. So I didn’t get to do anything fun or relaxing… but the house is quiet today. So everybody is at school and, yeah.
Desiree Maravilla (01:36) Is it, it’s not spring break for you guys?
Collette Waddell (01:40) No, we don’t ours isn’t until the first… April, six week of April six.
Desiree Maravilla (01:47) Oh, I’m on my second week of spring break.
Collette Waddell (01:51) Oh, my goodness.
Desiree Maravilla (01:52) Yeah, it’s not well. My kids don’t have summer break. They have like two weeks off in the summer, but every other month we get a week off.
Collette Waddell (02:00) So, they do like this the year round calendar. Yeah.
Desiree Maravilla (02:04) So that’s great.
Collette Waddell (02:07) I imagine pros and cons with that. Yeah… good afternoon.
Sarah-Dina Durand (02:15) Everyone… all.
Collette Waddell (02:18) right. Well, I saw that there were a couple new things as I was working my way from the top of the spreadsheet down. I just got scrolled all the way down and saw that there were some newer items that had been added. So I wanted to kind of maybe just give us a chance to maybe just work through some of those together.
Collette Waddell (02:41) Let’s see, did you want to start anywhere in particular?
Desiree Maravilla (02:49) Anything urgent on the list guys that we should tackle first? I think.
Ashia Wallace (02:56) For me, I don’t have it on the list, but Colette, I sent you an email about me looking at some of the cancellation requests for the enrollment request, and I don’t know how to tackle it. But one of the things I did notice is I think that they canceled all of our blue cross blue shield Kansas City requests and our blue cross blue shield Kansas requests, but it should have just been the Kansas request, not the Kansas City. So it should have just been, you know, the payers that I had put in that email.
Sarah-Dina Durand (03:33) Okay.
Ashia Wallace (03:35) And I need to go, I’m sorry, go ahead.
Collette Waddell (03:38) No, no, no, I was going to say that was the email where you and I talked about that, the one that?
Ashia Wallace (03:42) The big cancellation, the?
Collette Waddell (03:45) Big one. Yeah. So we inadvertently canceled Kansas City and not just, okay.
Ashia Wallace (03:51) Yeah. And then I had seen some other ones on there too. Like I seen a point, some point 32 ones that were canceled that I didn’t cancel. So I feel like we need to go through them some sort of way. I just need to figure out the best way.
Collette Waddell (04:06) Yeah.
Ashia Wallace (04:09) Can I get a report of the canceled ones? I.
Collette Waddell (04:12) can try to. Yeah, I can try to run something like that. I was also going to say if we want to bump up some time too happy to find some time either later today or tomorrow.
Ashia Wallace (04:23) Okay.
Collette Waddell (04:24) Yeah, if you want to do, if you want to kind of get ahead of this.
Ashia Wallace (04:28) Yeah, no, for sure because I was looking at one and I was like what’s the status of this and I seen it was canceled and that’s how I seen the Kansas City ones was canceled too.
Desiree Maravilla (04:39) That’s true.
Collette Waddell (04:40) Yeah. Let me see if I can get a report generated after this. And then… I’ve got time this afternoon and tomorrow… we can find some pockets of time too. So you.
Ashia Wallace (04:56) Just want to send.
Collette Waddell (04:58) me, your availability and we can huddle together and kind of work through those.
Ashia Wallace (05:04) Okay. All.
Collette Waddell (05:05) right. Thank you for flagging that.
Ashia Wallace (05:07) Yeah, no problem.
Collette Waddell (05:12) Sarah, did you want to?
Sarah-Dina Durand (05:15) Yeah, I can go next. Yeah. So the one that I highlighted in green here, the first one with the psychologist licenses, there was an instance where a provider wrote in saying that they didn’t have… a PHD, but rather a psychd license. But I noticed that the license type for psychologists in medallion is listed under PHD, but there’s also an option for a licensed psychologist. So, I wanted to inquire about just kind of running an audit and editing those license types for psychologists and make sure they say the right thing because oftentimes a psychologist holds a psychd not a PHD. So when our team goes into our internal platform to list the provider as a psychologist, they’ll do it as whatever it says on the license in medallion. So PHD is not the correct license type.
Collette Waddell (06:29) Yeah, it looks like.
Collette Waddell (06:38) What is this?
Collette Waddell (06:47) Ksy? Okay. It looks like. Can you see this? Is this? Yeah, it’s showing it for you, right? The data changes. So, I was just trying to figure out like for the example that you provided this Charles canvini, they added it as.
Sarah-Dina Durand (07:05) PHD?
Collette Waddell (07:07) PHD, but.
Sarah-Dina Durand (07:09) It should be psychd or just licensed psychologist?
Desiree Maravilla (07:19) The certificate said psyd. So.
Collette Waddell (07:21) Yeah.
Sarah-Dina Durand (07:22) It.
Collette Waddell (07:22) did hold on, does?
Desiree Maravilla (07:23) The dropdown give an option of psyd?
Sarah-Dina Durand (07:25) Yeah.
Collette Waddell (07:28) Here. So if we do… that one, yeah.
Sarah-Dina Durand (07:34) Yeah. I’m almost, I almost want us to use this licensed psychologist versus the doctor… of psychology one because that’s more so like a degree type, but licensed type is usually psychologist. Okay. So, I think you have that option under LP or something like that… licensed psychologist?
Collette Waddell (08:06) Oh, there’s so many… what?
Desiree Maravilla (08:09) Is the verification coming up as that’s where I think we should follow up?
Sarah-Dina Durand (08:13) For California, it says psychologist, you can look at it.
Desiree Maravilla (08:17) Psychologist? Okay?
Collette Waddell (08:22) Yeah, it just says psychologist. I,
Ashia Wallace (08:24) was running into the same problem when I was entering them. I just went with my best judgment though. I think I picked the PHD one but it’s not a PHD, like you said?
Sarah-Dina Durand (08:36) Yeah, PHD, psychd, those are degree types not licensed types.
Collette Waddell (08:41) Agreed.
Ashia Wallace (08:45) And I think I was doing it like based on the degree type when I was picking it because I didn’t know which one to pick.
Collette Waddell (08:50) Yeah.
Collette Waddell (08:56) Yes. I mean, I know the let’s like if the ask is doing an audit, you know, trying to run some reports to see what can be changed. This kind of goes back to two different things. One if we’re ingesting, well, not really going to be ingesting any data from Salesforce… it’ll be being pushed out, I think moving forward. But then the second is just the providers adding it a certain way. That kind of leads me to one of the other items we’ve had ongoing about the license type not being reflected or updated with like a credentialing file, like when that credentialing file moves forward. So this is related to that, which is why I’m kind of shifting gears. I kind of added a little blurb further up top in one of these. So updating… license. I confirmed with our operations director about the process, updating the license types in the profile during the credentialing application process is not standard in their process, but I have flagged the importance and relevance for us making those updates as we’re processing the files and pushing them out to ready for you all. So they are taking that back and going to be incorporating and creating just kind of a special workflow for the team to follow for spring health to make sure that they are doing that consistently regularly. And it’s part of their sop that they’re going to be working through. So I just wanted to flag that and… mention that now because I think it for these, hopefully they’ll be updated as we’re working files to catch them. But I think this might just be just an ongoing effort to make sure that they’re displayed this way. So.
Lubna Kaur (11:04) I think the reason why this is concerning is because the way that the information is transferred into our Salesforce environment, a lot of times it’s transferred over with the license specialty listed. So if it’s incorrect, meaning they have a psyd but they’re listed as a PHD that’s going to cause some downstream issues especially when it comes to rosters.
Collette Waddell (11:28) Yeah. I flagged that well, I flagged to your point, Lou, I did flag that as one of the reasonings why I was asking for our team to make sure like we’re doing these updates. I am though thinking about this, I mean, I’m just kind of thinking about this example here where it just the state just said psychologists.
Collette Waddell (11:56) I mean, I guess, do I just, maybe… I can see if I can take back to our team? Okay? When it just says psychologist, make sure it’s not the P, wait, but.
Lubna Kaur (12:13) I don’t think it said just psychologist. It said PHD dash psychologist.
Sarah-Dina Durand (12:19) Right. I,
Ashia Wallace (12:20) think what the option that Sarah mentioned though about just picking the licensed psychologist, I feel like that would be good enough for the license area. And then, you know, we just make sure the degree type is right in the basic info or whatever that other area that’s pulling that top one. But for the license type, the, does licensed psychologists work for everybody that’s.
Sarah-Dina Durand (12:43) what it should be? Yeah, that’s what I’m saying but.
Lubna Kaur (12:47) It’s like, yeah.
Sarah-Dina Durand (12:49) It is, I think that’s I think, you know, yeah, it’s lpsy, it’s… an option or psy charge psy. I’m looking at it right now, who?
Desiree Maravilla (13:06) Selected this PHD, the provider most?
Sarah-Dina Durand (13:10) Likely, yes, because this came up with an onboarding provider. So I’m looking at the option, Colette, it’s there. You just have to kind of look for.
Collette Waddell (13:20) It, but,
Sarah-Dina Durand (13:21) it’s there.
Desiree Maravilla (13:23) Yeah. And I, there’s no way that like the credentialer would be able to… check for the difference. So, I definitely think like licensed psychologists would be the safest thing. But Colette, I, that leads me to my next question, can we make sure that your team knows to always make sure that is what’s selected when it comes to psychologists, whether it’s id or PHD?
Collette Waddell (13:51) Let me take that back to the, I can’t speak for our, the director of operations. But let me flag this to her and see if it’s something that they can incorporate into. I.
Sarah-Dina Durand (14:01) Think ultimately, we want whatever is on the verification, the PSV to be what the system says, whether that’s you know, your name, license type, what have you, that should be, what is listed within the system?
Desiree Maravilla (14:23) Yeah, but in the case like California didn’t list it specifically. So in that case, that’s where I would want to make sure that the credentialer would know to select licensed psychologists if they’re if it’s not like specified by the state board, what?
Sarah-Dina Durand (14:41) Do you mean the type is psychologist on the verification, correct?
Desiree Maravilla (14:45) But it’s not PHD, more study. It’s not specified which type there, right?
Collette Waddell (14:53) And I think that’s so, you know, when I was prior to reviewing this scenario, in this situation, when I had taken flagged back, you know, the importance and the need for the specialist to be when they’re PSV, a license and working a cred file to make sure that they’re updating the license type to as closely align with what that PSV returned. Now, you know, we don’t have every single type, in our drop down because I know some states list things wildly different and I know that there’s like ongoing list of like, you know, trying to get the product team to keep building out the drop down options. But the ask was for our specialist to update the type as closely as they’re able to, if they’re if it’s not like an exact one to one match from what that whatever state, like how they show it, right? How they list it. And so I can ask specifically about these psychologists. And as it relates to this specific, I guess specialty or the provider. But yeah, I think for this scenario, it was just left as psychologists because that’s what closely aligned with, you know, and again, that, that’s a new process of being implemented. But I think that’s just kind of how, it stayed here in this file.
Sarah-Dina Durand (16:26) I don’t I think my point is being, is not, is being confused a little bit. The issue is that it’s listed as psychologists. The issue is listed as PH D and psy D versus just psychologists. Does that make sense? Because you, it says licensed type PH D on the thing on in medallion?
Desiree Maravilla (16:55) So, yeah, this.
Lubna Kaur (16:56) Particular provider should be listed either as a psy D or a licensed psychologist, I think. Yeah.
Sarah-Dina Durand (17:01) But it was listed as like, PH D. Yeah, you’re not able.
Collette Waddell (17:08) Right. Yeah, right.
Sarah-Dina Durand (17:10) And our team isn’t going to go in here and see PH D psychologist. All they’re going to see is what the license type is listed if you cancel out of?
Collette Waddell (17:21) There it’s just, he’s going to show this, right? Correct? Yes, I got you there. So… while we’re on the call today right now, do you want me to go ahead and just update this record to this licensed psychologist, right? That’s what we’re saying? Yeah.
Sarah-Dina Durand (17:40) Yeah, that’s fine. I just didn’t update it because I wanted to use it, I think, yeah.
Collette Waddell (17:44) No, I’m glad you did it. I know. I’m glad we’re being able to use this like live together, to review. Okay? So I can take this. Let me take this scenario back and just ask if they can when it comes to these especially. And then Sarah, we can do an audit, we’ll work on just maybe some reporting out of that licenses tab to pull any that are reflecting that PHD type that might need to have some cleanup to them. Yes. Thank.
Sarah-Dina Durand (18:21) You. And.
Collette Waddell (18:22) then hopefully implementing the new process that the operations team is going to be working on, this will be captured and updated, but I’ll flag this as like a certain nuance that, you know, to pay close attention to not letting it just stay PHD and updating it to this psy or the other one?
Sarah-Dina Durand (18:45) Yes. Okay. All right. The other item I had on there is related to this as well that’s highlighted in green. When I was reviewing this provider’s profile or credentialing file, they were listed as a carpenter. I was like not, even… so the license was listed as the correct license, but within the PSV, it was the carpentry verification, but they did review and edit it, but I think again, that’s just attention to details and making sure I don’t know like if a license comes back as carpentry, obviously, that’s not our like business at all. We don’t hire those types. Yeah.
Collette Waddell (19:45) Yeah. So it wasn’t the record itself. You said it was a verification that we pulled back?
Sarah-Dina Durand (19:52) Yeah.
Collette Waddell (19:54) Okay. All right. I did. I saw that the team I saw where this was flagged internally and reprocessed, and it looked like it moved its way through the approval process last week. So, yeah.
Collette Waddell (20:13) Yes, yeah.
Sarah-Dina Durand (20:16) The other thing I wanted to bring up and I think Lubna brought this up of a couple weeks ago, just providers writing in about their caqh… like medallions reaching out, saying their caqh, is it… like the file for their liability insurance isn’t supported or it’s not correct? Or something like that. The malpractice so, I think the requests are saying that the malpractice insurance needs to state their names. And so we have quite a few providers writing in asking… about that, but I know our spring health liability insurance isn’t going to say their provider’s name, but I just wanted… to kind of inquire about if or how we’re going about resolving that.
Sarah-Dina Durand (21:29) Aisha, is that a requirement for one?
Collette Waddell (21:32) Of the insurances?
Sarah-Dina Durand (21:34) Do you know, no, because they use their own insurance for connect? Got it. Okay. Didn’t.
Lubna Kaur (21:43) we look at this. I think caritza, correct me if I’m wrong, but I think you were able to find an example where a provider was able to load it in and it was successful.
Sarah-Dina Durand (21:52) Right. Yeah.
Collette Waddell (21:56) That’s right? This is where it’s just, it’s failing in the caqh portal.
Sarah-Dina Durand (22:05) And that’s I think that’s what they’re saying, but medallion is reaching out to them first. I don’t know, but I think, yes, it’s within the caqh portal that’s saying failing, yeah.
Lubna Kaur (22:20) Because if any provider that’s not connect collat, it should just be the spring policy, but I’m not sure why some caqhs are accepting our liability insurance sheet, but others are not. But I know medallion, you know, as they’re handling the caqh, they’ve probably seen some successful ones as well. So, I’m not sure why the provider would be reached out to, in this case. Let me.
Collette Waddell (22:49) I remember, I do remember reaching out to our caqh management team asking about.
Collette Waddell (23:00) I was just looking to see if I got a response to my inquiry about this because we were, I was flagging that some seem to go through, but then others.
Sarah-Dina Durand (23:11) Aren’t.
Collette Waddell (23:14) Let me get back to that. Yeah, we did, we talked about this at the beginning of March on a call and I don’t have a response to my outreach.
Collette Waddell (23:28) Let me circle back on that because I did put a specific question related to this topic to our caqh management team that handles all of this to see what they’re seeing in terms of any… reasonings that they can identify where some are uploading successfully, and others aren’t.
Sarah-Dina Durand (23:51) I think it would be nice if we can prioritize this one a little bit just because we have quite a few Zendesk tickets. We’re going with this and it just goes right into our KPIs.
Collette Waddell (24:07) And we are only doing caqh management for the connect providers, right? Is that right?
Ashia Wallace (24:17) No, some of those Zendesk tickets are for providers that’s not connect.
Collette Waddell (24:23) Okay.
Collette Waddell (24:30) So, those are the ones that, okay? All right. Let me make sure that the team knows how to distinguish between the two, where one they will have that spring Coi, and then the others where they won’t.
Collette Waddell (24:53) follow back up on this.
Ashia Wallace (24:56) Even the ones that are connect, they’re still going to have the spring Coi, too. They’re just going to have the additional one which is going to be their, all right?
Collette Waddell (25:11) So, for those, we don’t want to be uploading to their caqh profiles, the spring one correct?
Ashia Wallace (25:20) No, both of them should be uploaded.
Collette Waddell (25:23) Okay. So, they should both go in there. Okay?
Sarah-Dina Durand (25:28) Yeah, because some connect providers are still doing work on the EAP side.
Collette Waddell (25:33) Gotcha. Okay. Yeah, let me raise this question back up to the team. I’m sliding.
Collette Waddell (25:51) I just flagged it back. It won’t let me, for some reason, it won’t let me type, but.
Collette Waddell (26:02) There we go.
Collette Waddell (26:25) When a file or license is marked as needs attention… can we include a note explaining the reasoning at times? It’s unclear?
Sarah-Dina Durand (26:40) Yeah. So I added this because I understand that when a license is expired and, or a sanction happens?
Collette Waddell (26:52) It’s.
Sarah-Dina Durand (26:53) going to be marked as needs attention. But with this particular example, I had to reach out to the medallion support team to kind of figure out what happened because they were marked as needs attention, but I didn’t see it wasn’t expired and there wasn’t, a… sanction, an issue… that I could see. Okay, I.
Collette Waddell (27:22) just wanted to pull this up just to look at it to see what it was. So, it’s something related to this Connecticut one and the Delaware. Oh, I’m not looking at this one. Oh, they re, this was reprocessed.
Sarah-Dina Durand (27:37) I see.
Collette Waddell (27:44) Is this the file that you indicated was flagged as needs attention?
Sarah-Dina Durand (27:50) Well, she has two. Oh, that was archived this.
Collette Waddell (27:54) One was, the old one that was closed out.
Sarah-Dina Durand (28:00) Yeah, I don’t know. I didn’t I think I came across this one when I was reviewing her credentialing file. So it was new ready file. So, I’m thinking it’s the March nineteenth one, they must have fixed it because I did reach out to them support. But ultimately, I think if it’s not clear, like if it’s if there’s no clear… like expiration and, or sanction, it would be nice to have a note to have.
Collette Waddell (28:41) A note in here? Yeah, let me see if I don’t know if that is part of their process to include a note here. So, this one, it’s the Ohio?
Sarah-Dina Durand (29:03) Yeah, like, I don’t know why this one, it’s closed. So it was marked.
Sarah-Dina Durand (29:13) But that’s an old license and this.
Collette Waddell (29:18) Is the one that was flattened? Let me see if this one’s also flat, no… it’s this one.
Collette Waddell (29:32) Yeah. Let me ask. I know what you mean.
Collette Waddell (29:50) Okay. Let me find out, if they can include something in the notes here as with some sort of mention, as… to elaborate on the reasoning. Yeah.
Sarah-Dina Durand (30:03) That’d be great. Thank you. Yeah.
Collette Waddell (30:05) No, you’re welcome.
Sarah-Dina Durand (30:13) Something?
Ashia Wallace (30:14) For me, is it Sarah? Were you done?
Sarah-Dina Durand (30:17) Yeah, you’re good. Thank you. I.
Ashia Wallace (30:20) Noticed some new admin tasks for Coi request and medicare.
Collette Waddell (30:30) Yeah.
Ashia Wallace (30:31) All.
Collette Waddell (30:32) right. Let me flag this. Oh yeah.
Ashia Wallace (30:41) Yeah. Okay. So, and then, you know, the Coi just blows my mind because I don’t understand. I’m just always like ask the provider, but, yeah.
Collette Waddell (30:55) I mean… let me escalate this. I’m gonna like escalate it up… because I feel like I’m on repeat, I know you do too. Yes. Okay. All right.
Ashia Wallace (31:14) Did they have any updates on the reporting piece? The intake? Yeah, the intake, oh, I.
Collette Waddell (31:25) Was afraid you were gonna ask me that, no, but it’s… I’m working on it.
Ashia Wallace (31:31) Okay. Let’s.
Collette Waddell (31:33) see where we’re at with that. It has not, I have it’s like top of mind. I promise you, can we get a timeline on when that should be expected? So, the intake thing for the analytics table, it’s there’s the data comes from a lot of different places and they were, the area analytics team was trying it, it’s trying to get the there’s concern about inserting this one field into one of the tables because then it’ll duplicate the name multiple times and I’m trying to understand the logic around that, but our, that’s how our analytics team relate it back to me when I put it in the request for that. So, trying to figure out there’s like another way to build this where it doesn’t duplicate the lines. Could they?
Ashia Wallace (32:21) Add the other data elements to the table where it is the right date?
Collette Waddell (32:28) Oh, yeah. Moving that down, I think it’s in this one, right?
Ashia Wallace (32:34) Yeah. And so instead of that one just being like the one that does pull the right date instead of that one just being for the completed roles, could they just add the other data elements and just make it for enrollment requests? Because the area they’re saying they can’t do it is the enrollment request, but the completed enrollments has the correct date. Yeah. And,
Collette Waddell (33:02) remind me which are the fields up here that aren’t down here?
Ashia Wallace (33:06) I know you’ve said that a few times, I honestly don’t know… it’ll just be like the… open tasks is not down there. The profile percentage is not down there. It doesn’t look like the owner is down there, who is with… the payer has to be at the top. Well, sorry… but it’s not that much different. I think it’s just a few fields… but I can go through it and give you a list with exactly which fields is not down there.
Collette Waddell (33:49) Okay. Yeah. I think the task, I don’t know that would, I’ll… ask if they can add that down here, but I’m.
Ashia Wallace (33:58) not crazy about it anyways. I like the profile completion percentage.
Collette Waddell (34:05) This one here. Yeah. Okay. Yeah, getting that down in here.
Ashia Wallace (34:11) And I think it already has the submission date. It has the intake date. Does it have the request date?
Ashia Wallace (34:27) No, no. So the request date too.
Collette Waddell (34:34) So, percentage completion request?
Desiree Maravilla (34:38) Date… person?
Collette Waddell (34:46) Profile completion… and.
Ashia Wallace (34:49) the field that says who was the owner? Because there’s some of them that we entered in ourselves that we manage.
Collette Waddell (35:02) Okay. All right. Yeah. Let me see if that moving those down here is easier for them, okay?
Collette Waddell (35:13) All right. Put the team on that.
Collette Waddell (35:21) Before we finish. Yeah, I was.
Desiree Maravilla (35:25) Hoping for an update on that email I sent over to you regarding the provider who is listed as whose license was inactive, but they… were listed as active and clear in the system. I sent you guys an email it?
Collette Waddell (35:46) Was Florida license? I think it was.
Desiree Maravilla (35:48) No, this is for Florida license. Yeah, Florida license?
Collette Waddell (35:51) Florida license or? Yeah, I did ask about this. So the platform flipped it. I was told, so the… Florida licensing board was reflecting like the status of the license they had listed as inactive, but the expiration date on the license had been updated to a like it was, I believe it was like March of 20 27 like a future date. So our platform flipped it back to active because it had like a new expiration date. It came back with like an updated expiration. Date. So it didn’t like read, I guess the status?
Desiree Maravilla (36:41) What if a provider’s license is suspended, but the expiration date is in the future, then what?
Collette Waddell (36:50) I think the statuses that we capture are just active inactive or pending. It’s like current past?
Ashia Wallace (37:00) Or?
Collette Waddell (37:01) Pending because I don’t think the, when I get back into a provider’s profile to look at. So.
Desiree Maravilla (37:10) If it’s suspended, what would it say?
Collette Waddell (37:13) I think it still would show it as like an active record like.
Desiree Maravilla (37:22) That’s a really big issue.
Collette Waddell (37:27) Status. Yeah, these are the three drop down options, so active pending inactive.
Desiree Maravilla (37:35) So, if the license, okay. So I just want to make sure I understand this. So if the expiration date is in the future, but say that the license is suspended… it would still come back as.
Collette Waddell (37:53) Active… it would, yeah. And I think it’s… I would prefer that this says like current or past or something to that effect because I know what you’re I know what you’re I know what you mean? Like in terms of having it show active, but this is just more of like a past or present or is it pending is really kind of what this is capturing?
Desiree Maravilla (38:23) Okay. So the license, the only thing medallion checks for is like the expiration, not the status necessarily. It’s just really where we are with the expiration date?
Collette Waddell (38:36) Correct? Because there is no other like that.
Desiree Maravilla (38:39) Is really wild to me like wouldn’t we want to check the actual status? Wouldn’t that be something that would be more important than the expiration date?
Collette Waddell (38:51) I don’t disagree with you on that. Let me, let me go back and I don’t my… I’m just thinking about.
Collette Waddell (39:11) I mean, this would be a definitely a large product enhancement, but yes, absolutely. I can take that back. But current state. This is, this is like all that you get in the drop downs is active pending and active. Okay?
Lubna Kaur (39:30) What would be concerning on my end? Colette, is, if this is not being checked, then how do you know that the license is full and unrestricted? And yes, while expiration is important as well. The status is what I would argue is probably even more important than the expiration yeah.
Collette Waddell (39:49) No, I hear you, let me go back but… it, I mean, it would be… product enhancement. So, I don’t know, you know, how soon they could build add in that layer?
Desiree Maravilla (40:10) If you.
Lubna Kaur (40:11) Yeah, I mean, if it’s a product enhancement, obviously, it’s going to take longer, but I think we still want to flag it as concerning because this, you know?
Collette Waddell (40:19) Yeah, no, I, yeah, valid, I, yeah, I came from like joint commission world. So, like all of what you’re saying, is, yes.
Lubna Kaur (40:29) I’m.
Collette Waddell (40:30) very familiar with like people getting their licenses suspended or revoked or, you know, right?
Lubna Kaur (40:38) Yeah.
Collette Waddell (40:40) I’ve experienced that. So, I’m just like,
Desiree Maravilla (40:42) I am like a little taken aback, like how has this not been brought up by another one of your customers? Like how is this not? I guess?
Lubna Kaur (40:50) We could also maybe ask Colette in today’s, call when we talk about the monitoring dashboard, right? I think one of those things that we should bring up in that call as well to just kind of talk to the product team about how they see.
Collette Waddell (41:01) These, yeah. And I know, yeah, and I know that they’re really focused on this like discovery for that, but I will say that the product managers that are going to be joining us on that call, they’re the ones that kind of own like the credentialing product if you will. So, I think flagging this to them just as a, you know, an additional item that, re, has surfaced, yeah.
Lubna Kaur (41:21) Let’s do that.
Collette Waddell (41:22) Yeah. Let’s do that. No, that’s a good call and I’ll take this back. But I mean, yeah, I don’t.
Lubna Kaur (41:30) yeah, it’d be one thing if it or, right? And I was going to say it would be one thing if, like in the licensing or the monitoring dashboard, it shows statuses in the way that we’re showing we’re you know, asking for, but I don’t think it does. So that’s the other problem, right? Only way, the only way we get flagged for license issues is when it’s reported to NPD. Yeah, yeah.
Collette Waddell (41:58) And that takes, I mean, I am remembering… a provider who I watched this like two year court case, and then they ended up having their licenses revoked, which is hard. You have to be pretty naughty for that to happen all.
Lubna Kaur (42:20) Right.
Collette Waddell (42:22) And they’re in prison. So it was interesting but to your point, yes, there was no way if it would have just shown it as active just because it still had a present expiration date even though it was suspended… for a long time. Yeah. No, that, so, I guess Desiree for.
Lubna Kaur (42:46) For that.
Collette Waddell (42:49) Florida license that’s why it like flipped back to active was because it captured that updated expiration date. But I did have the team go in and like audit and review it and that’s what, the head of our licensing team reported back to me on, okay?
Desiree Maravilla (43:05) So, that makes me a little concerned how many providers may be listed as active and may be turned on within the member facing system but does not have an active license.
Desiree Maravilla (43:17) So, I think this is something I have to talk… internally with my team to figure out how to approach it. Auditing. That’s it’s concerning because it also, this conversation here tells me that that’s not going to stop.
Collette Waddell (43:38) No, you’re right? Not, not right in the immediate future until there’s some more product capabilities to where they can. Yeah, yeah.
Desiree Maravilla (43:47) Super concerning. I know it’s not you, Colette, but this is now.
Collette Waddell (43:51) Let’s.
Lubna Kaur (43:54) talk to the product team. We meet with them later today and kind of flag this issue as well and see what they have to say and if there’s you know, proposed fix or you, if they feel like it’s even worth looking at on their end, which I’m hoping they will, yeah.
Collette Waddell (44:08) But,
Lubna Kaur (44:10) yeah, let’s start there, knowing that this is a problem, but hopefully we can find a solution. Yeah.
Collette Waddell (44:17) Okay. Thanks. Thank you for the discussion. I, I’m sorry, I feel for you and, I understand, the impact, yeah.
Lubna Kaur (44:29) Because it’s not, you know, we have like 11,000 plus providers and right?
Collette Waddell (44:33) With multiple licenses each and yeah, we.
Lubna Kaur (44:36) wouldn’t even know where to start auditing that. So, all.
Desiree Maravilla (44:39) Right. Yeah.
Lubna Kaur (44:41) Okay. Let’s talk about it more. Okay?
Collette Waddell (44:43) All right. Yeah, I’ll just give them a heads up that we might just to flag this to them just to let them know that this is kind of a big thing that has really just come to light. So it’s so that they’re not, you know, so that they’re not thrown off, thank.
Lubna Kaur (44:59) You, yeah.
Collette Waddell (45:02) Appreciate you discard… trying to make any updates. What else? Anything else?
Sarah-Dina Durand (45:15) Is there any update on the pending verification list? I think it’s just go ahead. Sorry.
Collette Waddell (45:25) No, no. I was gonna say I’ve been trying to chip away at that.
Sarah-Dina Durand (45:33) I think it’s gotten longer because they, I think that’s what I was saying in the beginning when we first started meeting. If a license is manually verified, when you run the verification automatically, it’s going to go to pending, not verified because it has to be manually verified.
Collette Waddell (45:59) Yeah. So this, there’s a lot of new license records because last week, this was down to like one six or something. So there’s been new records being added but I went through and I’ve been this one there’s I don’t know what to do about this file here. This, the provider listed it came through as like a pending license. So there is nothing to verify. So I don’t know if the provider needs to go in and remove that, or what have you, but I’ve been going from oldest trying and so I’m caught up now to the beginning of March to get these cleared. But this, yeah, it just, I came back on this morning and I saw that this had moved up to 154. So I’m trying to work through these. Okay. Yeah… it’s like some of them were just, they had just come in. So…
Collette Waddell (47:09) I will continue to work through this list.
Collette Waddell (47:19) And hopefully get these cleaned up as caught up as I’m able to. Yeah.
Sarah-Dina Durand (47:36) And I guess when you say they’re new, that means like the provider added a new license, so.
Collette Waddell (47:45) Some of them, I’m not sure or if it was like just re triggered.
Collette Waddell (47:55) No, this one’s not.
Collette Waddell (48:00) I thought that that’s where some of these were coming from, but.
Sarah-Dina Durand (48:05) Yeah. I think me and Shonda are like the only ones adding licenses like new ones and I don’t know that we’re adding that many.
Collette Waddell (48:23) Yeah. Okay. Yeah, I don’t I mean, I just don’t know… I assumed just because when I was looking at that exact same screen last week, it was like down to like one three or one six. And then it’s like up now to 150 something. So that… was just my assumption that records were being added or updated in a way to where it was now moving it back over that pending.
Sarah-Dina Durand (48:57) Yeah. I think the, I think the auto re, verification is what’s doing it because if you like look at the last verified date, they’re kind of all around the same time… and you guys do the monthly re… verification, right? The?
Collette Waddell (49:23) Monitoring. Yeah. So, this one is, I can go try to view. I have to come out of this view here and look, but as they’re coming up for this expiration there’s they should be there’s like the licensing monitoring team. So this, and they work out of a different view than what we’re seeing under that licensing tab. And so a handful of these if they’re nearing expiration, they’re in their queues for updating. Okay?
Sarah-Dina Durand (49:55) I don’t know if we have time, was there any update on… the lice, sending out an additional email to providers with, after the expiration date? So.
Collette Waddell (50:16) Let me go to see where we’re at with that because I thought we were, and then I went in and verified that I didn’t I couldn’t see any that had been. And so I had put a question out there to ask what that expectation was… at least for, the day, I think it was the day after and then we wanted to, and then you wanted to see if we could get one more, right? Like a week after, yeah.
Sarah-Dina Durand (50:45) Yeah.
Collette Waddell (50:46) So, let me see where we’re at with that, but I did put a request in for it. I just don’t have an update, on… the rollout with that… you know, Kate, Emily?
Lubna Kaur (51:20) I think we’re out of time for now so we can continue… on or if you guys have additional time, you can stay on but I’m gonna, I need to hop off. Yeah.
Sarah-Dina Durand (51:31) I don’t have anything additional, just updates and yeah.
Collette Waddell (51:39) All right. Well, I know we’ll connect with the product team in just a little bit too. So and I’ll see what I can… out between now and then on some of these items sounds.
Lubna Kaur (51:51) Good. Thanks a lot. Thank.
Collette Waddell (51:52) You.