Transcript
Josh Frankel (00:00) hi, good morning, jones. Hello, everyone. Hey, good morning, everyone. Good morning.
Nichole Walker (00:23) Good morning, guys. Good morning.
Josh Frankel (00:27) Good morning.
Nichole Walker (00:29) Everyone. Morning morning. We’ll give it just another minute for everyone to join. Then we’ll get started.
Nichole Walker (00:53) Hope everyone had a good weekend. Yes, Nicole. Great.
Nichole Walker (01:17) Let’s see if we have pretty much everyone. All… right, Jen, and josh, Jen, and josh y’all, know what comes to mind. I have to come up with a good nickname for you guys. I want to call you something else, but do you guys want to start with the quality side?
Josh Frankel (01:42) I don’t know if Jen is on yet, but it’s basically the same thing on the quality side that we are still seeing a bunch of QC tasks that are manually being created instead of using the automatic task that is generated. So, please keep an eye on, that is going to create another task that has to be closed out. And then otherwise, just please keep an eye also on documents, make sure that they’re actually like current and not expired. If they are expired. If it’s a license and CDS, we can get all that stuff basically online through the credentialing resources document. So just please keep an eye out for that. Otherwise just status quo.
Nichole Walker (02:37) Nicole, you are on mute. Nicole. Sorry. All right. In the zero to seven day follow up bucket, I don’t know if I don’t know what we need to do. There’s 2,100 lines in that bucket and 21 90 something and 2,100 lines. I have had follow up in the last 14 days, but there’s something pending on them. It’s a task, an email like, I need to understand why the team is not closing these things out. I know Jack is not on, but dilley, if you’re on and shiva, I need you guys to put your management team on this. I need someone to go in and open every single one of them lines to find out if there was follow up on their line because there’s a note. Let me rephrase that. There’s been a note posted in the last 14 days which 90 percent of them have been worked, but they’re still, they’re either closed out the current task and it can close out the last task. But this bucket is growing and growing. Reality, is it’s most of the work it’s done, but they’re still sitting in the bucket like I need to understand this because I have a call in an hour that I have to explain to our new coo, why this is happening and I don’t have a good explanation. Can somebody help me… and?
Josh Frankel (04:09) Hey, just to let you guys know we did add a column into our quality audits moving forward for this exact reason. If you guys are not closing out the follow up tasks, that is something that’s going to start getting captured in our follow up audits and you will get flagged for it on your quality scores. So it’s a simple thing. I don’t know why it’s not being closed out either.
Nichole Walker (04:32) It’s just a matter of, and the thing is they’re doing a majority, they’re doing the work, right? They’re doing the follow up. They’re putting a note in or if they close a task out and it’s still in their bucket, they need to go back and look at that task because there’s something else wrong with it, whether an email wasn’t closed out the previous task. A lot of the one that I’m seeing is the task before this task wasn’t closed out, just close the task out guys. We know, I mean, it’s already past the time, right? But it will sit on our numbers until they’re completely closed out. Like I’m going to share my screen. Give me a second. Can you guys see my screen? I just filtered this. I just pulled this. So for today and I did an alphabetical order just because I like to see, look at all these ones for confluent. So, whoever’s one follow up on confluent is a very common hitter because for confluent, let’s just look at their numbers.
Nichole Walker (05:43) We have a total of 229 tasks that have been done in the last 14 days that a task has been completed, or a note, let me rephrase that a note has been put on the task, but the task has not been completed. Let’s just open one. And.
Alexander Smith (06:06) for some context here, guys, this was not an issue when altermed was on this account. So… saying, kid you got to get on your team about this, so.
Nichole Walker (06:19) Look, okay. So here they did the follow up on 320 which was three days ago.
Nichole Walker (06:32) And it looks like there must be an email attached to it. It’s… just a matter of like, I don’t understand, we cut it off or you can’t just manually go post a note here, right? That you have to actually go here. That’s that’s four three. I don’t know what this.
Alexander Smith (06:53) One is, I don’t think the discovery was started either, yeah.
Nichole Walker (06:57) I think that’s probably why it’s showing up. Everything in this box has to be, which let’s just mark it to completed because at this point.
Nichole Walker (07:09) Now this one, so everything in this box should be up to date current whether it’s discovery, whether it’s follow up, whatever the case may be. Let’s look at another one Nicole.
Jennifer Zervos (07:23) Can we start getting these logged as errors when you guys run across them? So.
Nichole Walker (07:27) We can start, honey, I’m… the only one doing it right now. So there’s I don’t have enough time to log them all as errors, but I mean, literally, this is the whole report there’s. Can.
Jennifer Zervos (07:41) you send it to me because then we can pivot out and see who’s making the errors. Well?
Nichole Walker (07:45) It’s 2,261 that has notes within the last 14 days, but there’s something else wrong with the line because it’s… still on the report. And guys, if I could just tell you how much, how many hours a day I personally spend going through these, which I’m sure you guys know because as you see, I’m posting in the chats constantly over and to, look at all these report a code. So there’s another 37. Dero, well, it’s ent… 23… ents are onshore she needs to take a look experts. We have 108. So our ultimate team, can you have these looked at family care center? I’ll have I’ll pull these out for Titus, look at all these for Titus fisher. Yes, I’ve got.
Dilli Babu V (08:49) This report. I’ll get it.
Nichole Walker (08:53) I didn’t hear you go ahead so.
Dilli Babu V (08:56) I’ve got this report and I’ll take a look on this.
Nichole Walker (09:00) Oh, yeah. So look at all these for H2. Like I know you guys think I’m just harping but y’all don’t understand. I spend hours upon hours in my day every day, I go through these line by line. Anything in that’s over the zero to seven day bucket. I physically touch every single line more than one time a day like it’s… wild to me. But in the reality, is like, you know, I told Derek our numbers are way better than we’re reporting them out to be, right? Which sucks because I mean if the follow up is done, they should come out of our bucket. We could almost be completely cleaned up with follow up, nothing out of SLO, but it looks like we have 2,200 lines and we don’t like 2,200 lines have been actually touched now, some of them probably need actual follow up, yes, probably, but, you know, not 2,200 of them. That’s my big high horse that I’m on today on other news. So first of all, let’s make sure we can try to get this taken care of today. I need you guys to deploy India team medallion India. I need you to deploy someone on your team to go through these one by one. The same thing for ultramed, you guys can deploy someone on each of y’all’s teams to go through these lines one by one by one. Like I do, I will, I’m doing the seven to 14 day bucket. If you guys can do the zero to seven day bucket, our new coo started today. His name is Nate. So as a management team, I will let you guys know. Kate will no longer be over us. I don’t know exactly what position she’s stepping into, but Kate will, is no longer going to be the senior director of operations. She is stepping into a different role. So PE now rolls directly up to the coo. So does credentialing. So does licensing. So all of our subgroups roll up directly to him. Maybe on our next week’s call, I’ll add him to this just so he can say hi to everyone just so you guys can put like an actual name with a face. I know you’ve seen him on the town hall for like three seconds, but, you know, that now that he’s here, you know, I would like him. I know he’s probably going to be pulled in a 1,000,000 different directions. So maybe in a few weeks, you know, just so you guys can like physically meet him and like all the things. So in case he asks questions, you guys will know who? He is, but that’s just a big thing. I wanted to let you guys know that we and also quality will directly report up to Nate also. So all of, I think the only thing that’s staying with Kate is training at this time, but every all other subgroups will now roll directly up to Nate. So just wanted to let you guys know that I don’t really like that, you know, you guys other than like, you know, we’ll not tag Kate in things. I know that, you know, we’ve really tried not to unless like we don’t have the backstory on things. But just so everyone is aware as a whole management group that we will now go directly to Nate with some of these issues. All right. Well, that’s everything that I have team leads or Jen. Now that you’re on. Do you have anything that you would like to go over?
Jennifer Zervos (12:14) Yeah. The one thing I want to go over, we did touch on it last week but please just make sure your team and your app agents are aware that QC works out of sigma now and they shouldn’t be reassigning lines to specialists. So just please make sure that’s reiterated to your team, we had a couple lines that got reassigned yesterday and they were on Friday and they weren’t assigned to the correct specialist and it just created a little bit of confusion. So if you guys can just make sure that’s reiterated that would be great.
Nichole Walker (12:43) No one should be working out of anything but sigma. I know I send the lines to be worked, but the reality is these things should be in the critical buckets in sigma. I do feel like that as a whole medallion India and ultramed is not working out of the sigma buckets, which that’s also something that we’re fixing to start holding people accountable for. You have got to start working out of the sigma buckets that’s how we do reporting all of these numbers that we pull and say, you know, this is out of SLA, I mean, the report is solely coming out of sigma. So if they would be working their sigma cues accordingly, all of these things would be touched and we wouldn’t have to put reminders out for them… but that is not being done and it’s evident it’s not being done because we’re I mean day over day. We still see the same thing sitting in sigma buckets.
Nichole Walker (13:38) Team leads. Do you guys have anything?
Dilli Babu V (13:50) I’m sorry to interrupt. I’m checking on this zero to seven days. Like you said. So most of the lines has been addressed, what is the point is like? So whether, I mean if, in case of any emails has been received immediately as an automation, it will also get triggered into this zero to seven.
Nichole Walker (14:11) So if an email comes in, say they email, the follow up, if an email comes in, it’s routing back to that bucket because it wants you to close that email out. So essentially, we just need someone to go in there and close that email out. And, it would fall off this zero to seven day bucket.
Shilpa Dhiman (14:29) But Nicole, those emails are getting just after an agent has logged and somebody.
Nichole Walker (14:38) We can’t hear you. You’re breaking up.
Shilpa Dhiman (14:40) After some time,
Nichole Walker (14:42) we could, we didn’t hear you. You broke up?
Shilpa Dhiman (14:46) The email tasks are getting opened up on the same day after an agent has worked on the same line, maybe after 10 minutes or 20 minutes, that is the reason they are getting popped up. And… so,
Nichole Walker (15:02) we’re getting like confirmation emails from, right? So even though you’re getting a confirmation though, it’s going back to their bucket. So they still need to close them out.
Nichole Walker (15:19) I know it’s not the best way, but I’ve been working, we’ve been working with Patrick to try to, you know, figure out like workarounds and different things. But even if it is a confirmation email, which I know it seems stupid, you still have to go in there and close it out… or it shows up on that line. So that’s what a majority of these are because a lot of these were like email follow ups. So as soon as an email comes back, as soon as you close that email out, it will fall off the bucket within an hour.
Nichole Walker (15:53) Anyone else have any more questions? Nope? All right. Well, I’ll give you guys a couple minutes back today. Please let’s focus on these buckets, getting these zero to seven day buckets out. I would really like to get, I would like to get that, the zero to seven and the seven to 14 day bucket cleaned out by the end of the day. So let’s see what we can do on making that happen. Guys. Thank you so much, and y’all, let me know if y’all need anything, and I’m sure jaga will probably be out the rest of the week just for everyone’s information. So, if y’all need anything, just make sure that you’re coming to me with whatever you need. All right. Thank you guys. Y’all, have a good day.
Dilli Babu V (16:36) Thank you, everyone. Bye. Thank you Nicole. Thank you everyone. Thank you.