Transcript
Tracy Sanders (00:00) hey, Jack. Good afternoon.
Jack Schell (00:06) Hi, Tracy. How are you doing?
Tracy Sanders (00:08) Hey, good. How are you?
Jack Schell (00:11) Doing well. Quite a busy end to the month.
Tracy Sanders (00:15) Yeah. Well, that’s good news for you. I.
Jack Schell (00:19) Guess, I suppose, yeah, I suppose. Yeah, just trying to wrap some things up, you know?
Tracy Sanders (00:26) Okay. No problem. We’re kind of, I think we’re waiting on Scott, right? Oh.
Jack Schell (00:30) Yeah, no, I just meant in general, but I’m oh, gotcha. I was like we’ll.
Tracy Sanders (00:36) all be glad to work on my emails while we’re waiting.
Jack Schell (00:39) No, no, I’m yeah, if you want to take the time while we wait for Scott, feel free but just want to have some just open discussion today about like where things stand with implementation.
Jack Schell (00:49) So I don’t have anything to present yet in terms of this meeting cadence. But last time Scott and I met, I did take him through what the standard agenda for a meeting like this will be. So I can send that your way. So you have an idea of the types of things that we’ll be looking at. But until we get going on consuming services and using requests, there’s I don’t have a readout for you yet? Okay?
Tracy Sanders (01:20) Yeah, I’ve had a hard time trying to coordinate with this meeting time for some. I’ve actually got a conflict that typically at this time, but I canceled them today. I feel like bad because I don’t end up making this call.
Jack Schell (01:34) No, that’s okay. Maybe if we need to pivot for the future that’s something to consider. Have you, have Tracy, have you been close to and attending all of the implementation calls? Or are you a bit removed from it at this point?
Tracy Sanders (01:48) I’m a bit removed. Unfortunately, I have gotten, oh, that’s okay. Attending those like I’ve been on and off them. Yeah, I will tell you that team is being moved underneath me. So I’ve got to start getting a little more engaged on these calls at first. I was really the physician credentialing piece, hospital privileges piece was not calling underneath me. It was just the facility and payer, credentialing so, I was on top of my one girl, which is Heather beatles. And… I need to get engaged with the others through transparency. I’ve never done credentialing on that side. So like,
Jack Schell (02:38) the hospital application and privileges. Oh,
Tracy Sanders (02:41) yeah, all of that. I’m like these people are talking Greek to me. Oh my God.
Jack Schell (02:46) Gotcha. It’s.
Tracy Sanders (02:50) a lot on that call. I will say, Jack.
Jack Schell (02:53) Yeah, yeah.
Tracy Sanders (02:53) It’s a lot on that call. We’re.
Jack Schell (02:55) trying to accomplish a lot because you are, you know, there’s several different services to your point. So, there’s the traditional enrollment and credentialing with payers. And then there’s the hospital applications and privileging which who owns that piece that’s coming under you? Yeah.
Tracy Sanders (03:13) Well, it, Chris was over them. So it is Vicki, deb and Sandy. Okay… that will be following. Well, Sandy is a question mark, but definitely, Vicki and deb will be moving underneath me. Sandy comes from a division that we just acquired, right? So, okay, we are looking to see if she’s going to be moved underneath me, which makes sense, but I don’t think she only does credentialing. So that’s kind of in question.
Jack Schell (03:42) Got it. Okay. Well, I think with everything moving under you organizationally I think hopefully that would be helpful since it’s all going to fall on medallion too. Yes, and all flow through medallion. I should say, yes, I.
Tracy Sanders (03:59) mean, I know at first there was, you know, we’ve got just transparency. I’m sure you’ve had some feedback. We’ve got three individuals that are very threatened that they’re not going to have jobs and they’re there was a lot of pushback from their side.
Jack Schell (04:15) Yeah.
Tracy Sanders (04:16) There’s still a little pushback. I feel like more, I think Vicki and deb are bought in now and more on board. I will say that deb’s probably not the most technical person. So even maneuvering around in the application like things that would be very intuitive to people that are used to applications.
Jack Schell (04:41) Yeah. Are.
Tracy Sanders (04:42) not intuitive at all to her. She’s very confused… so that’s a little bit of a challenge. I think Vicki’s definitely the most on board. And then I still kind of feel like Sandy’s like, well, I’m not using this feature and I’m going to hand do this and, yeah.
Jack Schell (05:03) Yeah. I have heard that feedback from Sandy that there’s some resistance in wanting to hand over the work. Yeah. And so we are trying to move forward with inviting providers to medallion to start to set up their profiles. And really that’s because we can’t do any work for your credentialing or your privileging or your licensing until the providers have signed up and completed their profiles with medallion, which to be Frank is sometimes the most difficult part of the implementation is getting providers to complete their profiles. Yeah. I do think we should work toward inviting them as soon as possible because there’s likely going to be follow up required with them and there’s going to be requests that they’re going to need to complete and information that they’re going to need to provide. I,
Tracy Sanders (05:59) know the team, I believe that request was going out. When was our meeting day before? Yesterday? I believe they were working on sending that request out.
Jack Schell (06:08) Tomorrow.
Tracy Sanders (06:09) Okay. Tomorrow.
Jack Schell (06:10) Yeah. But we got a note from Vicky to hold on that. Oh God. And,
Jack Schell (06:23) yeah, we got a note from Vicky to hold because she said because she wanted to touch base with Chris… and ultimately… our implementation manager, Naomi who’s leading it is, yeah, you know, Vicky’s referencing, are we still able to go live tomorrow but not send the invites? And, you know?
Tracy Sanders (06:47) I’m hearing that answer is no, I.
Jack Schell (06:50) Think we’re trying to understand what Vicky means by go live? We need the providers to be invited first. Okay? So that ultimately… when requests are submitted because the team now will submit a request through medallion, they’ll go into medallion. They’ll say this provider needs to be, this provider needs to be credentialed with xyz… payers whomever, and then that will submit a request through medallion. Our specialist team will receive the request and then start working the request and ultimately perform the credentialing. However, our team cannot start work on those requests until intake has been complete and intake complete is essentially that the provider has logged in, attested signed the agreements that they need to sign and provided the information that they need to, in order for our team to perform work on their behalf. So we should prioritize that, right? And I’m not sure what Vicky needs to touch base with Chris on, but right? I’ll.
Tracy Sanders (08:07) just, I just messaged Chris and I’m like, his Vicky asked you about holding these requests and I’ve told him no, no work can be started until that’s been done. So, he has not read it yet but I will check on that for sure.
Jack Schell (08:21) Okay. That would be that’d be great because we’re happy to get inviters provided sorry providers invited and start with that piece. And while we continue to work on the other pieces as well. Yeah. There was also one other item that came up with regard to license renewals.
Jack Schell (08:46) So we have the ability to turn on auto renewals for licenses. Yeah, so, that they are automatically requested in the window when a license renewal can be submitted. Okay? Which is a great function of medallion. It helps to automate the renewal process. Yeah. However with regard to the auto renewals, let me check my notes real quick.
Jack Schell (09:19) It sounds like some of the renewals they want to work themselves the team. And so if they want to work some of the requests, the renewal requests themselves, then we would recommend turning off the auto renew, but that would mean that they would have to be really on top of it and picking and choosing which renewals they’re going to work versus which renewals they’re going to have our teamwork.
Tracy Sanders (09:43) Yeah. And I don’t know the reasoning behind that. I need to figure out the reasoning behind that. I don’t know whether this is like, so all of a sudden, right? We’re going down the medallion road and we decide it’s going to be this whatever go live that has been pushed off a little bit. And then guess what boom. All of a sudden, we have three projects that we need to get physicians credentialed, right? And I’m like this is like this is why we purchased this software, like we need to get going, right? So I don’t know whether it’s this transition period. That is… I know some of the questions that happened on this last call that Vicki was asking about. And it got a little confusing. I know because she’s.
Tracy Sanders (10:40) kind of, making… a big deal about a very temporary situation. Okay? So there’s going to be a little bit confusion, right? As we go live on ones that they’ve already sent information in on or they were in process of like, I think that, that’s what the hump that we’re having a hard time getting over. And that may be why they’re kind of saying they don’t want to turn it off. But is there this gap period that is we’re getting caught up in? I don’t know.
Jack Schell (11:17) Okay. Since I wasn’t there, I’m not sure specifically what you may… be referring to with Vickie in terms of the temporary situation. Yeah. But that project, when you’re talking about getting physicians credentialed, is it all types of credentials? Is it a specific requirement?
Tracy Sanders (11:39) There’s a whole bulk that we needed licensing in other states, right? Okay. There’s a whole bulk that all of a sudden, that is the two new groups that have joined us that we want to put on the schedule for SRS in Virginia and Georgia, right? And they don’t have licenses yet. So, I know that project is going on. Okay. Yeah. I don’t know whether that’s playing into this… auto renewal. I mean, that’s a new request, right? It should not be playing into some renewal… if.
Jack Schell (12:20) it’s a new license. Then I… don’t see how that would impact the auto renewal decision.
Tracy Sanders (12:28) Honestly, I need to get all these people underneath me so I can sort this all out and figure it all out.
Jack Schell (12:34) Yeah. Okay. So.
Tracy Sanders (12:38) Here’s, Chris’s comment. He said there’s two ways to roll this out bulk and individual. Vicki wants to do it individual to confirm everything is correct per MD versus going all out at once which I don’t disagree with that. Okay. I don’t know how hard that is for y’all to send out individual requests because what happened was when all that data was imported, not everything was correct. They’re trying to work on these physicians that they need to focus on for… like we’ve got a new hospital coming on board and they want to bring these physicians on in stages. So we just had to submit 60 physicians that we’re going to start with. So, I mean, so she’s going in there and making sure that their 60 profiles are correct. So I think that that’s what she’s saying is, can we, if she gives you a list, can we roll out and just email this group of physicians versus sending everything bulk out? That must be what she wanted to talk to Chris about.
Jack Schell (13:43) Okay. All right. I will touch base with Naomi on that. I have not seen. I’ve not seen like a, the individual invites would be something then that the team would, your team would likely have to manage because what our team does as part of implementation like the first kickoff is like everybody’s invited there’s a whole, there’s a whole communication recommendation too. Like we have a, we have a recommended template email to send to individuals. So you can tell them, hey, medallion’s our new partner expect an email from them here’s. What you’ll need to do. And then we send our communication which comes from medallion formally inviting everybody to sign up. Yeah. So I.
Tracy Sanders (14:24) think the fear would be with that. So we can’t sure. Go ahead. I think the fear would be is that you send that out, they get in there and their profile isn’t correct. And then all of a sudden we get floods of calls like Vicky gets floods of calls.
Jack Schell (14:39) Yeah. Well, and so that, so that’s I guess what is a nuance here is that it sounds like your team is handling building the profile, the profiles for every provider rather than having the providers complete their profiles themselves.
Tracy Sanders (14:52) Oh, absolutely. That’s why they have these people employed. Yeah. Okay. I believe that that’s the case. I can tell you.
Jack Schell (15:06) Okay. Let me get with me.
Tracy Sanders (15:08) I mean, I can ease up the lift once the profiles are all created. But I do feel like that. That falls on typically our team and yes, the physicians are spoiled.
Jack Schell (15:20) Okay. We should I’ll get with Naomi then about expectations for inviting providers. If we don’t bulk invite, then the team may have to individually invite everybody as they’re ready?
Tracy Sanders (15:37) Okay. But.
Jack Schell (15:38) That will, you know, depending on what work needs to be done and when from like a licensing and a credentialing perspective, then we just want to make sure that they’re through that and all things are signed and ready to go.
Tracy Sanders (15:57) Okay. Yeah. I mean, once I get over this team, which I’m just going to, I’m probably going to, we’re probably going to pull the plug next week. It may be good if maybe even if Naomi and, I don’t know, you know, I know she’s lots of implementations if we had just a short debrief or something so, cause it gets pretty messy on those calls.
Jack Schell (16:21) Yeah. I have heard that there’s quite a lot going on. And if there is a way to maybe we focus on what projects you have that are high priority. Sounds like you said, there’s three projects that are happening. So if we can understand what the first project is and what the requirements are for that project, then we can start making requests related to that project, cause you said you have a bunch of licensing to get done in Virginia and Georgia. Yeah, we should get those requests submitted for those providers as soon as possible because our team will start working them, our team will start the process of getting those new licenses issued. Yeah. And again… like we need the profiles attested to start that work and that can sometimes take some time. So, let me get with Naomi on the invite on the invites. And then I think that we should probably break this down in like your highest priority projects and what work we can start doing as we continue to, you know, formalize the rest of how medallion is going to work for the other elements. Yes.
Tracy Sanders (17:35) Agreed. Okay.
Jack Schell (17:36) All right. I’ll sync with Naomi and follow up with you. Okay? Hopefully in the next two days before the end of the week, I’ll have an update in terms of what I’m.
Tracy Sanders (17:49) actually out on Friday, well, I’m traveling, we have a physician retreat this weekend. So we’re all.
Jack Schell (17:54) okay.
Tracy Sanders (17:55) Everybody’s going to be out on Friday traveling.
Jack Schell (17:57) Okay. All right. Well, I’ll regroup with Naomi and get, okay, get you what, you know, our recommended path forward might be.
Tracy Sanders (18:06) Okay. That sounds great. Okay?
Jack Schell (18:09) All right. Thank you for the time, Tracy.
Tracy Sanders (18:11) Absolutely. Thank you.
Jack Schell (18:13) All right. Bye.