Transcript
Melody (00:00) hey, Melody. Hey, Molly. Sorry, I always get sidetracked. I’m always like it’s too early and then I’m like shit.
Molly Dwyer (00:06) Oh my gosh. No worries at all. How are you? Doing? Good, good. I feel like we haven’t connected in a few weeks. So it’s nice to catch up. Were you out on pto? I?
Melody (00:19) Was, yep, I went to Tennessee for a couple weeks good?
Molly Dwyer (00:24) For you. Good for you. Okay? I just had like our standard reporting, but is there anything before we hop in that you wanted to cover today?
Melody (00:35) No, I did reach out to Derek just because I know we transitioned to, I think the internal bpo or your guys like standard like hired bpo?
Molly Dwyer (00:47) Yes. And.
Melody (00:49) So, we’ve noticed like a shift in, I want to say like training where we’re getting a lot more tasks where they should have the information in medallion and I think they just don’t know. And so they’re sending us tasks or putting things on hold that shouldn’t be put on hold.
Melody (01:08) And then we’re having to redirect them. And while we can appreciate obviously that there’s going to be like a training period, it’s just that we’ve had so many transitions that we just don’t want to go down that road. Again. Now, we have to like have this like three month training like ramp up period with the new bpo where we’re having to redirect them and train them, yeah, give them the heads up of like we’re seeing that.
Melody (01:30) So if they can get on top of it and just have like more quality control around that, just so it doesn’t land on us just because our team is already bogged down, we just, and I.
Molly Dwyer (01:42) don’t think my.
Melody (01:44) team knows any better. So, they’re like looking and answering those when really it should just be a pushback of, hey, the information’s already in there or we don’t have to put these things on hold. We just don’t want to have to go down that whole rabbit hole again.
Molly Dwyer (01:55) No, I totally hear you. I know Lee and Amy have been meeting with you and kind of reporting out on the major performance improvement milestones. Did they review with you what the training process is or the transition process that our team has in place for this new India team that’s taking over? Because I know Lee flagged this last week. Actually, she was like, I want documentation on what the training process is, like, what the timeline is. So I can take that back with them and just make sure that they give you visibility into what that’s going to look like. And just so your team is aware of any change management, how long we can, how long we should expect it to take place. But also just some reassurance on the activities that we’re doing internally. And then I will also just share back with the team or broadly like your team is feeling the change. And the more we can do to mitigate that, the better, great. Thank you. Of course. Did Derek tell you we hired a chief operating officer?
Melody (03:02) Yeah, yeah, I.
Molly Dwyer (03:03) Did hear that. Awesome. Yeah. So Nate is joining us. I met with mark a few weeks ago and so once Nate is up and running in the next few weeks, I would love him to connect with both you and mark and just have, you know, open space. You guys are such a strategic partner but really excited to the experience and just the overall rigor that he’s going to bring from both internal and external operations and service delivery. So more to come obviously, but really excited we have this dedicated leadership and a strategic hire. Yeah, very excited here. And then for overall metrics I just pulled from the past week, we did see quite an uptick in new enrollment requests.
Molly Dwyer (03:51) The past seven days was 380. We’re maintaining that average turnaround time for the past 90 days as we previously reported out on as 18 for total requested to completed, and 11 from submission to completed. And then we also did see an uptick in the credentialing file completions… over the past seven days with 73. Awesome. Yes. The next thing I wanted to bring to you is, so where we are from the montefiore, credentialing, they have everything from a response to all the documentation that they had asked for. So, I’m sure that they’re reviewing that, but as a next step, we do need Yolanda to confirm our, do they need their own delegated agreement or are they going to be using yours? Our team reviewed some of the feedback that the montefiore team had shared on the delegation agreement, and basically was like, this isn’t relevant for the delegation agreement. So, I think we’re just kind of stuck on getting that confirmation from Yolanda if where she wants to pursue the delegation agreement and how she wants to proceed. But once that is done, they should be good to begin requesting cred files. Okay? I’ll.
Melody (05:12) follow up tomorrow with her and see it was my understanding that they needed their own, but I’ll see how they’re feeling about that. And if they want to just use the one that we have, that would be perfect.
Molly Dwyer (05:23) Okay. And I know someone on her team was like, we’re not doing a delegation agreement. I’m like, no, we need something in place. I know.
Melody (05:31) I’m so confused about everything.
Molly Dwyer (05:35) And the other thing, Lee had already done a training with Yolanda and John. I think realistically, they might need some additional training.
Molly Dwyer (05:43) So just know like we’re here to support as they kind of get up and start using, the service. Perfect. Awesome. All right. And that was really it. Anything else on your radar that we should talk about?
Melody (05:56) Nope. Everything else is good.
Molly Dwyer (05:58) Awesome. Well, I will get back to our team with your feedback and I’ll make sure Lee and Amy kind of share more about the training plan. And yeah, if anything else comes up, please feel free to reach out.
Melody (06:08) Okay. Sounds great. Thank.
Molly Dwyer (06:10) You. Thank you.