Transcript
Jack Schell (00:00) hey, Jack. Hey, Charlotte. How’s it going good?
Charlotte Cowley (00:03) How are you?
Jack Schell (00:05) I’m doing all right. My allergies are killing me though.
Charlotte Cowley (00:09) Oh, no.
Jack Schell (00:10) Yeah, I took like an Allegra D and it’s like not even I didn’t do it much scratching the.
Charlotte Cowley (00:15) surface.
Jack Schell (00:17) to be honest… yeah, how about you? Things going all right?
Charlotte Cowley (00:23) Yeah, basically. But yeah, I had allergies over the weekend and then they disappeared which I’m grateful for.
Jack Schell (00:29) Yeah, for sure. So I hope I can go away soon.
Charlotte Cowley (00:33) But this is and where you’re located?
Jack Schell (00:36) San Francisco?
Charlotte Cowley (00:37) Oh, okay. It’s a.
Jack Schell (00:38) Dusty city. I also was just seeing like a pollen report that like the trees are really bad right now.
Jack Schell (00:44) So kind of makes sense. Let me see why don’t I have the right deck up back to back… apologies, getting the deck to you a little bit later this time around, no?
Charlotte Cowley (00:59) You’re good getting.
Jack Schell (01:00) Pulled in all different directions with the end of quarter. So I do have like standard agenda to go through which we can certainly knock out first.
Jack Schell (01:15) But then there were three things that I know I sent to you that I want to make sure we have time to discuss as well. So like one being just getting set up for approaching the renewal, I think it probably makes sense for us to meet twice a month for the next three months as we work toward the renewal, just to make sure we’re aligned and that we’re evaluating everything appropriately. I know that volume has increased significantly for pomelo over the last year. But, and so, you know, with the renewal, one of the things that Karishma had brought up back in like December was just like rates for everything. And so with the volume projections with the way that our discounting works, higher volumes, get higher discounts. And so like I want to make sure we get them as close to as close to accurate as you need for like an annual basis. So we can get you the best rate on all the services that you’re using. You do have the pre negotiated rates now, which transparently like it’s I think you have like over a 50 percent discount already on new state licensing. So, anyway, all that aside, I want to get going on all of that to make sure that we can meet your needs. And the contract makes sense?
Charlotte Cowley (02:32) Okay. Yeah. I know that our like the cost is something like under heavy consideration right now. So, yeah, yeah, yeah. So I need to meet more frequently between now and end of June if needed.
Jack Schell (02:53) Yeah. I think that would be helpful because I want to understand what the needs are so that we can, you know, yeah, is the intention to renew with medallion and continue using our services?
Charlotte Cowley (03:06) I think like we’re like hopeful it’s just, I know that like right now the cost of medallion is quite a lot.
Jack Schell (03:15) Quite a lot. Yeah. Okay. And in the next year licensing, you know, new state licensing is one of the most expensive things to handle in the next year is licensing, slowing down or picking up.
Charlotte Cowley (03:31) I don’t I think it’ll be like, I don’t think it’ll go like drastically one way or the other.
Charlotte Cowley (03:39) I think it will be, I mean, pomelo is going to grow. So it’ll be consistent. I don’t see it decreasing. Okay? But like just even at current volume, I know that there’s lots of eyes on the cost of medallion right now. So it is something, yeah, yeah.
Jack Schell (03:59) And I want to that’s why I want to get ahead of that too and acknowledge that like we heard, we hear you and heard you and heard Karishma, especially, we were talking at the end of the year. And so part of why I want to just make sure that we’re in lockstep because I think that we do have a good thing going and want to make sure that you don’t have to disrupt service to make any changes and that we can meet you where you’re at.
Charlotte Cowley (04:20) Yeah. So I think that would be if that’s yeah, if that is how we can move forward, that would be great. And then, yeah, but I think like cost consideration, I just want to be candid with you too is something that’s like high on our like review list right now.
Jack Schell (04:36) For sure. The other item that we had said now might be a good time to revisit is the payor enrollment conversations that had started… again, like if we think about medallion as like an opportunity to own all provider data management, credentialing enrollments and licensing, the opportunity is there and happy to explore it. I’m curious if you have any clarity on the direction of enrollment projects and priorities.
Charlotte Cowley (05:07) Yeah, I don’t think there’s a high priority to continue to exploring like that additional service at this time.
Jack Schell (05:15) Okay. Just continuing to hint, continue.
Charlotte Cowley (05:18) To like backburner that I think like I’ll let you know if things change, but I think as things have progressed recently, it’s yeah, just, it doesn’t like warrant us having active conversation at this time.
Jack Schell (05:29) Okay. Is that just being handled in house at this point?
Charlotte Cowley (05:34) Partly and just like business priority like changes, but yeah, we’ve got like, I’ve got someone on my team who theoretically can do it in house. So, yeah. Okay. She’s very knowledgeable.
Jack Schell (05:48) Yeah, no, that’s great. That’s awesome. Well, as that becomes relevant, of course, happy to discuss, I can provide you insight to like specific pay or turnaround times that we have that’s something that you need to help make the decision. Really just, you tell me what you need to evaluate how we would work in that scope and we can do so. Yeah.
Charlotte Cowley (06:12) Okay. Yeah. Like I said, I’ll kind of like, I think you and I can backburner this conversation. We’ve got some other levers that we can pull and I’ll just let you know if that changes on our end. So, okay.
Jack Schell (06:22) Cool. Awesome. And then the last thing, the third thing was the task reporting that I saw that you were going back and forth with Nicole on. I know that she was sending you to the task summary report and medallion, which like hopefully is helpful. Is there something that you feel like is getting missed in communication that I can help to clarify or do you?
Charlotte Cowley (06:46) Have what?
Jack Schell (06:46) You need? I?
Charlotte Cowley (06:47) Think I have what I need. I think whatever, however I was pulling, it wasn’t pulling the fields that I needed. So then I looked at what she pulled and then I tried to replicate what she pulled this morning and it’s not like a one to one replication but it, like, I think I do actually know like have what I need at this point in time. So I appreciate her just sort of guiding me in the right direction, cause I must have been pulling a different part of like the reporting feature,
Jack Schell (07:17) Yeah. So, yeah. So just to review analytics task summary with what’s nice about this is that you can also go by product family. So if you’re specific to like credentialing, which I actually did add a credentialing metrics readout for us for today, if you do credentialing and you do like.
Jack Schell (07:46) After.
Jack Schell (07:51) let’s just say may 20 fifth of 20 25. Why won’t, that stick? There we go. We can do the past 12 months here for… credentialing specifically and just see like how many completed tasks there were, what the average task completion time is. And then also just like over that 12 month basis, like how many distinct tasks were there happening? And then the specific detail of those completed tasks is here too. Yeah, I.
Charlotte Cowley (08:25) don’t know like what I was doing the other week, but I, okay, I think I have what I need now because we really just want to like do some individual coaching. So I need numbers of like basically, has this person been late on their tasks because they have 100 and that’s just a lot of tasks or is this person late because they’ve had three tasks and?
Jack Schell (08:44) Yeah. And did you see the provider onboarding report too? Yeah.
Charlotte Cowley (08:51) No, not yet. I.
Jack Schell (08:52) Only looked at in analytics, there’s another report for provider onboarding. So we know that onboarding is like one of the biggest pieces to ensuring we can start working your requests. You can see profile completion turnaround times. So, most people are joining in two calendar days from profile from join to profile complete takes about eight days, average invite sent or joined to profile actually completed. Yeah.
Charlotte Cowley (09:23) And that I’m comfortable with. I feel like our like because we start sending people up before their first day. So they’re like eager to do stuff. It’s more like with these ongoing licensing tasks because they’re here and they actually have caseloads that we’re starting to see this like delay… in task completion. So we’re just trying to identify, like, is this like a whole team opportunity or are there just some people who need some like additional support and coaching? So, I think now I have what I need to like scope out how we take next steps because we are really trying to think through like how can we like… shorten like the whole licensing process? But like what we’re in control of is really like ensuring our providers are more responsive than they have been. So.
Jack Schell (10:06) Yeah, absolutely. Okay. Well, as you play around with that, if any questions come up, you know, that Nicole and I are happy to help. Okay, thank you for sure. Anything else that we haven’t touched on yet that is coming up as a priority or things that we should be aware of as we kind of enter the next quarter. I don’t.
Charlotte Cowley (10:26) think, so we’re pretty like status quo. It’s not like we’re launching like new license types or anything. So, yeah, I think we’re pretty like status quo on our end. And then, yeah… nothing that I can think of and no sort of like my big issue like Nicole has helped me figure out which is like this reporting issue and I’ll take that data now and we’ll work internally to improve things. And then I think, yeah… so we like, I know that SLA is like from like us requesting to it getting started is a seven day period. And that to me seems… long. So when, if and when the like, right time to discuss that is I would love to like get that number cut down.
Jack Schell (11:19) The number from… we.
Charlotte Cowley (11:24) Request like, hey, can we have this license to the team picks it up? I think the current SLA is like seven days… 10 10. Yeah. And like that’s a long time to wait for something to even just like get out of the gate. Okay?
Jack Schell (11:43) Yeah… it’s actually on this slide that I was about to jump into. Okay… this new license request. Yeah, you submit it to the board or to the provider for required wet signature within 10 business days from request?
Charlotte Cowley (12:04) No, not that one.
Jack Schell (12:05) Specifically.
Charlotte Cowley (12:11) It’s like from time to intake to when it starts actually getting worked… like at the very beginning.
Jack Schell (12:19) I don’t believe there’s an SLA for that.
Charlotte Cowley (12:22) Okay. Maybe that’s why it’s taking so long.
Jack Schell (12:27) I know that we talked about how, I mean hold up there.
Jack Schell (12:37) We can certainly review all slas as part of the renewal conversation, though definitely like we can pull out specifically which ones are in contract and just make sure that we’re all aligned on those. We have standard slas. And then that… I believe we follow for contract, okay?
Jack Schell (13:23) And so this is… the current msa and the relevant service… times. So again, it’s the 10 business days from request… and that’s submitted to the board. So in terms of our team and picking them up once intake’s complete… then our team can pick it up to start working it. And then also just the call out that this does apply to 500 new license requests, yeah, specifically.
Jack Schell (14:08) But,
Charlotte Cowley (14:08) yeah, like we are accountable here as well. So what’s that we’re accountable here too to like get tasks completed. So, but yeah, I think, yeah, on both ends, it’d be good if we can just like shorten some of these timeframes so.
Jack Schell (14:24) Yeah, for sure. And I know that there’s also a high volume of requests. So we can look at not just the tasks but how many requests is our team working on medallion at a time which like you have let’s… pull this back up. Again. There are 751 requests in progress. So like given that 500 requests at a time in a five business day period, it’s likely because we’ve reached the 500 workable lines max. And then once there’s space, we pick up the next thing at the top of the queue. So based on that capacity, it’s likely why things may be sitting in intake complete before getting picked up. We need to move things out of that working state and to that completed state in order for our team to pick up additional lines from.
Charlotte Cowley (15:25) pomelo’s request. I mean, do you have the ability to work… things faster or like are things only being worked at the 500 level because that’s our contract or just like you only have so many people. So like are you maxed out resource wise or is it like we are requesting more of you than you expected?
Jack Schell (15:45) Likely, the latter, like I mean we can ask if we can increase the capacity as part of the like if that’s something that is going to be helpful and you expect license volume requests to be at this 700 on a consistent basis, then, you know, we can go to our team, our licensing team and I can position requesting an update to the SLA. I haven’t had to request that before. So I don’t know what the response is. But like that’s why I’m here is to ask for you. Okay, cool. So well, let’s I will include that as a priority for our conversations with the renewal that you’re want to potentially revisit the capacity for workable lines on new license requests.
Charlotte Cowley (16:32) Yeah. And I don’t know if it’s like capacity or just like timeframe and therefore, if capacity has to increase, like I don’t know if it’s just like how you work internally. Like, okay, we’ve hit 500. So we can like put the brakes on and focus on other clients or I don’t know how the like team is like sort of like distributed with workload. But yeah, I think it’s just like I said before, like cost, but also we want to make sure like things are moving as quickly as possible on.
Jack Schell (17:00) Both ends. So yeah, absolutely… well, as part of that, we’ll revisit then the current licensing processes and I can share with you more about how our licensing team is structured. Okay, our licensing team actually recently just updated. So there’s actually licensing specialists by region as well. So the reason that we’re doing this is obviously then those licensing specialists kind of develop will develop more of a deeper subject matter expert in the specific states that they’re supporting. Whereas before it was more broadly work, you could, a licensing specialist could work any license requests across the states. Yeah. So one thing that we do obviously is we make sure that we’re up to date on any board requirements that get updated so that we can act on those. So the new regional approach we’re thinking will also help us be more efficient when it comes to specific states that have unique requirements that.
Charlotte Cowley (18:01) Makes sense? Yeah.
Jack Schell (18:02) So I can share more about that team and updates like that so that you have the context as well. Looking at this licensing readout, the numbers of course, I can read across. But currently in progress… the total that are currently sitting in requested is 152 118 that are in need of client attention. So again, we’re talking about tasks that’s looking at tasks primarily the average provider task inclusion time, staying steady at seven request to intake complete is staying steady at seven. And yeah, requested to license completed. Still at 71. We’ve talked about this but are there any additional questions that you have with regard to this?
Charlotte Cowley (18:50) I don’t think so. No, okay.
Jack Schell (18:53) And then as I just alluded to when we were looking at the dashboard, I did pull in just some credit metrics for you. Since you are, you know, the volume there has ticked up a bit and just wanted to present to you what’s been processed in the current term. That date is actually slightly off. It’s the 20 fourth or the 20 third apologies. So in this current term delivered 116 credit files, 80 of those were here. Credentialing 36 were recred 100 percent of providers recredentialed on time, average task completion associated with creds specifically. So from that task summary report, like I was showing you 10 days turnaround time in total for credentialing files to be delivered is five days. So is that, is this an area where you all are expecting to pick up a bit more or doing more delegated agreements?
Charlotte Cowley (19:50) I would love that, but it’s sort of on our pay. Like you usually have to have like a certain number of clinicians to get qualified for delegated cred. And we like don’t always. So it’s much easier for us but like we don’t have like big plans either way. Like I will take delegated cred when they allow us. But, yeah… it’s not always. It just like is not always feasible unfortunately.
Jack Schell (20:19) For sure, how are you adding a lot of new payers on a monthly basis? Or like, do you look at it annually quarterly?
Charlotte Cowley (20:26) It varies. It’s really just like… yeah, it’s like the growth team sort of like it like does this as far as like new opportunities, but more often than not, we do not have delegated cred, like it’s a small percentage of our payers. Yeah. So.
Jack Schell (20:46) But like I’m curious about your payers strategy though. Like is it based on just your, the demand from pomelo users? Or is it you want to start getting in with like everybody? Yeah, I.
Charlotte Cowley (20:58) Mean, like we want to support more births. So it’s really and like our pomelo pregnancy, we’re not DTC, we’re not direct to consumer. So it’s not off of sort of like people messaging us saying like, hi, can I have a care, right? Like we monitor that? It’s more off of like who, like what insurance companies can we contract with? And I honestly don’t know enough about the details of how our teams like our growth team strategizes that our midlife program. So like menopause has just started to be like direct to consumer. So there’s like, you know, Instagram and Facebook ads, but we’re only in one state right now, but most of our like company it’s based off of like first we contract with insurance and then we get the patients through the insurance. Okay. Yeah.
Jack Schell (21:50) Okay. Well, that makes sense. Yeah. Well, I’ll continue to carry over these cred metrics as well as things have ramped… cred tends to be a little bit more straightforward. Yeah. So in terms of the readout, yeah. Okay. And then consumption just the update here since adding the additional volumes. This is where we stand today.
Jack Schell (22:21) The remainder of the term. Okay. So I’ll continue to monitor this for you. I wanted to ask you, I know I broke out the growth addendum consumption since December twelfth for you for that addendum. Now that there’s an additional addendum in place. I’m just curious like what… is this? Is this consumption readout going to be okay for, through the end of the term? Or do you still want to be measuring against that growth addendum date from the twelfth of December? Do you still need that? I’m just curious what else I can prepare for you from this consumption perspective?
Charlotte Cowley (23:02) I am curious like how much have we consumed of like the new addendum… just to track? Because I know, yeah, so like… because we basically have consumed everything from the December addendum, right? I.
Jack Schell (23:21) Mean much, it’s well, so it’s interesting because how you are thinking about it is a bit different from how it reports out and how we think about it because it’s just like you’re adding volume and dollars to your bank essentially to be able to draw down on and for our team to be able to like resource the teams.
Jack Schell (23:46) So we, from our perspective, it’s okay. You have this much, this many dollars left to consume, right? I can try to pull both dates. So like what was consumed from December twelfth, 25 through today? And then also the start of the last addendum to today? Yeah.
Charlotte Cowley (24:12) I think that would be then we can cross match like, okay, we are seeing like this much consumption since December, like I can track like consumption versus projected for both the addendums. And then if we can just like compare.
Jack Schell (24:28) Yeah. And then, I know we talked about this report previously, but in your usage report?
Jack Schell (24:41) There’s the consumed services by week?
Jack Schell (24:48) Where you can essentially like… where you can toggle on and off the various services that are being consumed, okay?
Jack Schell (25:04) Is this what you’re trying to get at like over time? Like, yeah, where were the peaks and valleys of specific types of requests? Yeah.
Charlotte Cowley (25:12) This is, I can just play around in this?
Jack Schell (25:20) Because you can also, I can also export this and… change the dates. Yeah, I can get the raw data, okay by date… but it looks like this is locked to the past.
Jack Schell (25:42) The one that is… but I’m happy to do this to do some of this reporting just so you can see over time, month by month.
Charlotte Cowley (25:54) Yeah, that’s helpful. It helps me visualize. But also, if I can self serve this, I can do that too.
Jack Schell (26:02) Because obviously, the new state licensing is the biggest greatest, I’d say… renewals. Yeah. And then just on like the forecasting front… in the licensing analytics tab, there’s also upcoming expirations. So, I’m sure you’ve seen this, right? Yeah.
Charlotte Cowley (26:31) I’ve pulled that before.
Jack Schell (26:33) Yeah. So like that’s a good look forward for renewal requirements. Yeah, we’re.
Charlotte Cowley (26:42) not going to renew everyone, like some people are licensed where they don’t need to continue being licensed, but it’s like that’s where I start to sort of like start doing that. Yeah.
Jack Schell (26:49) Because at one point, pomelo was doing all 50 states for every provider, right? And then now it’s scaled back to more regional.
Charlotte Cowley (26:57) Only for the doctors.
Jack Schell (26:59) Okay. Got it. And you still do all 50 states for the doctors? As of today… how often does this, how often does this change for you?
Charlotte Cowley (27:12) I mean, we’re constantly like pressure testing our strategy. Like this is like a big part of my job is just like crunching numbers and figuring out like, but it’s also like our staffing changes. So then it has to like impact. Yeah, but yeah, to date, we’ve been doing all 50 for MDS only. Yeah.
Jack Schell (27:31) I like crunching numbers personally, so it sounds kind of, it sounds kind of fun. All right. Well, I know we’re a minute over, I will propose an additional time for April for us to, between this exec meeting and our scheduled exec meeting for April. I want to find another time to just like maybe formally kick off the renewal process.
Jack Schell (27:51) Have an initial discussion of like what’s in play in terms of what you’re utilizing today and will want to be utilizing in the next term, maybe some rough volumes which like we can, I can come with like what I would anticipate based on history and based on things like expirables, and just like get the conversation started so that I can start to represent your needs to my finance team essentially. Yeah. Discuss, all right. Okay. Thanks. Anything else from you? Nope?
Charlotte Cowley (28:28) That’s all. Thanks so much all.
Jack Schell (28:30) Right. Have a good one. Okay?
Charlotte Cowley (28:32) Bye.