Transcript
James Donachie (00:00) hey, Jessica.
Eveli Flores (00:01) Hey.
James Donachie (00:03) I have so many pop ups that when I open up a zoom, it’s like, do you want to have your video? Do you want your scratchpad? Do you, do you want to admit this? But it’s like, ping. I’m like it’s overwhelming. Oh, how’s your day?
Eveli Flores (00:22) Oh, pretty good. Fairly busy. I’m don’t even remember if Jasmine was still around when we first met up with you replacing Janine, but I’m a one man team right now, so it’s kind of hectic. But, oh.
James Donachie (00:37) Man. Yeah.
Eveli Flores (00:39) Hoping to get some help here next week with the girl that does our onboarding because there’s a lot of overlap there with the kind of stuff we deal with. But yeah, just kind of frantic.
James Donachie (00:53) Yeah, that’s such a good point that’s also like half of my phone calls are like deciphering from clients like how they’re onboarding and like different functions because it’s like to get a provider on it’s. Like that’s such a simple statement but it’s so complex. Yeah, it’s like you don’t just start and then you’re good. It’s like that’s the easiest part.
Eveli Flores (01:22) I know. Yeah. So, yeah, I honestly, I imagine Sophie still wanted to meet. She’s been out a bit this week. Okay? I’m way behind on stuff. Yeah, she doesn’t really touch credentialing though. I don’t think I added anything new. I think I’ve just been emailing you. Yeah, I have stuff like, and that’s mostly just because sometimes when I do the chat feature, I don’t know if that person is the right person. It’s because sometimes I get one answer from them. I’m like, no, like it was always easier to make sure Janine was aware to make sure she tagged the right things or made the right notes in the system when it was like no guys like this is wrong. And this is why. So that’s kind of why I was tagging you just for awareness. No, no. They create a ticket that’s fine. I just didn’t know what you preferred.
James Donachie (02:14) No, that’s helpful too because there’s like a way for me to like look at them in the backend but honestly like my inbox is like always open anyway. So that works. The one thing I have is noticed and this will probably help you out is if they’re like trying to deploy like everyone AI to help. Yeah. And it’s like it is helpful but it’s helpful. Like I’m going to say 60 percent of the time, 40 percent of the time you still need someone. So if you, if that ever comes up, you can always just, you can say like, can I speak to a human agent and then, it will just prompt the ticket to go over to someone too. So I’ve been telling my clients like don’t get frustrated with the chatbot, just be like if something’s like quirky or going down the wrong path, just say like, hey, can I have an agent or like can you have a human agent review this and get back to me? And then like it will go to the team. It does take a little bit of time for them to look at it. But like it’s way better than like the back and forth with the bot of like I like to say like it’s like I use chatgpt all the time to like get stuff. But like sometimes the prompt you’re like, no, no, this is like we’re down a rabbit hole of like we don’t need to be here. We need to be over here.
Eveli Flores (03:42) Yeah. No, yeah. Sometimes it is helpful. I’m like that’s where that was hiding. Like I knew that. And then, yeah, sometimes it’s just too specific.
James Donachie (03:52) Yeah. I think the hybrid I think like it can definitely help with like this like forgetting because it’s like I even use it for like, hey, like where is this in the system? Like? And then like some of the more complex stuff. But yeah, I’m happy to go in or if anything is like aging like where people aren’t getting back, then I can also, I can escalate it too. So. But I… know they’ve been ramping up our support team like the humans as well as the bot to make it like quicker and like just getting like more support over there. So like my hope too is that the service just continues to get better and better. Great… question for you unrelated to this at all.
James Donachie (04:47) But you have a mountain and I’m on Colorado, you have a mountain on your sweatshirt. Where, what mountain is it?
Eveli Flores (04:53) That’s actually, I’m not entirely sure. It’s probably rainier. It’s from when I lived in Yakima, Washington.
James Donachie (05:01) Oh, very cool.
Eveli Flores (05:02) Yeah. So from Yakima, you can generally see mount rainier. It.
James Donachie (05:07) Looks like rainier. It’s not missing half. So it’s mount st helens. I.
Eveli Flores (05:11) know adams, you can also see mount adams and that’s kind of flat too, that’s like the easiest one to hike if you’re like starting to do one of the big ones. They usually start with mount adams.
James Donachie (05:22) Are you, are you from Washington?
Eveli Flores (05:25) No, I lived there for a couple years originally from Nashville, Tennessee, but my sister did like a year of service and ended up in Yakima and loved it. So, she moved there. And when she bought a house, I came out and then stayed and then been following around the country. We were in Colorado for a bit in between stints in Portland and we’re back in Portland now.
James Donachie (05:50) Oh, very cool.
Eveli Flores (05:52) Yeah. So, I’ve been lucky to see a lot of the west and northwest specifically.
James Donachie (05:57) My brother is in tillamook, Oregon. Okay. Yeah.
Eveli Flores (06:02) He.
James Donachie (06:03) I was gonna say works for it, but he’s in the service. He works for the coast guard. Oh, cool. So, he’s at the surf station there.
Eveli Flores (06:12) Nice.
James Donachie (06:13) Yeah, very different job than me.
Eveli Flores (06:17) Definitely.
James Donachie (06:19) But he loves it and he loves going to, he’s really into kayaking, he loves to spend his time like white salmon doing… all that. But yeah, it’s beautiful. I, we grew up a good portion in gig harbor, Washington. Oh, yeah. Yeah.
Eveli Flores (06:40) One of our cousin’s wife, her family is from up that way and they’ve got a boat in gig harbor, so it was pretty cool for their like engagement party. We were up there. I’m like, dang, this is fancy.
James Donachie (06:57) It got a lot. It got a lot fancier at like… after the 2000, it’s like Amazon.
James Donachie (07:07) And then, so when we were out when I was out there, I’m in like, my late thirties now it was the Microsoft boom of like Redmond, and then Microsoft like tenx, the whole Seattle area.
Eveli Flores (07:21) Yeah, I bet. Hey, Sabrina. Hey.
James Donachie (07:25) Sabrina. Hi.
Sabrina Liu (07:26) Sophie and I were just on a one on one. So you’re both running late.
Eveli Flores (07:29) Okay.
James Donachie (07:31) No worries. We’re talking pacific northwest.
Sabrina Liu (07:35) Nice. Where are you located? James?
James Donachie (07:37) I’m in Denver.
Sabrina Liu (07:39) Oh, yeah. Sophie splits her time between Denver and Austin. Yeah.
James Donachie (07:45) That’s that’s pretty nice. That’s a nice split.
Eveli Flores (07:49) Yeah.
Sabrina Liu (07:50) Yeah. So, when it’s too cold, she goes to Texas, too hot. She goes back to Denver.
James Donachie (07:54) Well, Denver, we’re having, I mean, I feel like everyone’s having it. We’re having not a very harsh winter here. It is 76 right now. It was 85 yesterday. I went skiing this weekend. I think that could be my last time there was not, there was a lot of dirt.
Sabrina Liu (08:13) Oh, yeah. Bad season. Yeah.
Eveli Flores (08:15) The year I lived there, it was still snowing in April. Clearing a sidewalk was so much fun.
James Donachie (08:20) Oh, my gosh. We had snow. We had like four chances of snow on like memorial day like that weekend. And I was like, what am I doing?
James Donachie (08:31) I was like, no, like this is the unofficial start of summer. Like, no, this is not right. Like what’s happening here? Oh, Sophie’s.
Sabrina Liu (08:42) on.
James Donachie (08:43) yeah. Hey, Sophie.
Sophie Xu (08:46) Hi, sorry. I’m just off screen eating some lunch.
James Donachie (08:49) Oh, no problem. We were, I just heard that you split your time between Denver and Austin. I’m located in Denver.
Sophie Xu (08:57) Oh, nice. Where about?
James Donachie (09:00) I’m in Littleton. Oh, nice. So, just a little bit. I’m like 10 Miles south of the stadium.
Sophie Xu (09:06) Awesome. I’m near golden, but I have many friends in the Littleton area.
James Donachie (09:13) Littleton, I also found out is humongous, it’s like, yeah, yes… before this, I was living on the east coast and their towns were very defined. Yeah, there were like no new towns here. Like to the south of us. There’s like sterling ranch is a new, yeah, it’s like incorporated. Yeah, I’m like we’re incorporating towns in 2016.
Sophie Xu (09:38) I know. I feel like Littleton and centennial and cherry creek and Steiner’s… ranch. Like that is all merged into one continuous block, yeah.
James Donachie (09:51) There’s homes all the way down to castle rock now, like, basically, yeah.
Sophie Xu (09:54) Yeah, truly.
James Donachie (09:57) But that’s fun. Well, Jessica and I were just talking. We’ve been communicating over email too, which I’m always happy to sync async with you guys. I know we can keep this. We talked about just keeping this meeting but I don’t want you guys to feel pressure or have to wait an entire week to get an answer on something.
James Donachie (10:19) So, because I know a lot of this, a lot of stuff that comes up, it requires me to go ping other teams and get answers. So, I’m happy to work on it like in between our meetings too, and then also just touch base to make sure nothing’s falling through the cracks as well, but that, you know, so as this meeting kind of like progresses, we can like don’t feel like you have to meet with me if you don’t want to.
James Donachie (10:46) I don’t I know time is valuable. So I want to make sure like I’m available but not like pestering you guys.
Eveli Flores (10:57) Sounds good.
Sabrina Liu (10:59) Yeah. If there’s nothing new, we can just do like updates async so.
James Donachie (11:02) Yeah, yeah, that always. And then if anything, I was just telling Jessica like cause she sometimes submits support tickets and then I know they’re upscaling and training that team. But if you’re don’t get frustrated with them, just come to me and then I’ll get it resolved. That’s what I’m here to do. So she’s been putting me on them and I’m happy to like chime in. I know that’s what Janine did. We’re devoting like a lot of resources to like helping there. But like with any team there’s always like a little bit of train over education on the system. And so they’re, they do a really good job, but sometimes like just set them straight and be like, no, the question and answer like we’re over here.
Sabrina Liu (11:48) So, should we get into the agenda?
James Donachie (11:51) Yeah. Let me go ahead and, pull that up.
James Donachie (12:01) Let me see. Did I accidentally delete the doc from this?
Sabrina Liu (12:12) I can see the link.
James Donachie (12:16) Oh, yeah. Okay. Where?
Sabrina Liu (12:20) Invite?
James Donachie (12:21) That’s what I’m here. It is okay. It said make no, make new. No that’s not it… here. It is okay. Perfect.
James Donachie (12:37) Whoa, I am. So we have Allison… Rowe completed her residence, will complete a residency. Can we start emailing here for updates or pause them until the end of the month? Yeah, yeah.
Eveli Flores (12:57) Everything’s taken care of. There’s two tabs there’s. Credentialing and payer enrollment.
James Donachie (13:02) Okay. Yep.
Eveli Flores (13:03) Sabrina’s looking at the payer enrollment one. Oh, yeah.
Sabrina Liu (13:05) Did you have anything for credentialing jess?
Eveli Flores (13:08) Not really. Most of those issues I’ve just been emailing in as they came across.
James Donachie (13:14) So,
Eveli Flores (13:16) nothing really new. I guess, is there any update on nirubashki for Montana? It doesn’t look like anything started yet. When did they determine? No, we’re absolutely waiting until four one when her Montana license expires to start again?
James Donachie (13:34) Let me, let me just, I can get it. I can follow up on that and just get something over to you this afternoon. Okay. Yeah… I know that four one is, also, it’s crazy how deep into March we already are?
Eveli Flores (13:50) Dude. Yeah.
James Donachie (13:54) And then, for, and… then I have the enrollment, I can share my screener if you guys are okay?
Sabrina Liu (14:02) I’m following along.
James Donachie (14:02) Okay, cool. So, we have the wellmark… Iowa.
Sabrina Liu (14:12) Yep. Any updates? I?
James Donachie (14:17) Can let’s see no update yet. That was on March fifth. Let me, let me see if we can… get, I can get updates. Are we looking for updates from the March fifth? Like the, I saw the new ticket is submitted for blue cross blue shield as well. So, are we just looking for updates, on these four? Yep?
Sabrina Liu (14:41) Basically. I think on three twelfth before Janine left, she had these updates just for wellmark, rep was unable to pull the information and vice the email at provider contracting. So… medallion is going to email for.
James Donachie (15:04) Us or is that a request?
Sabrina Liu (15:05) For us to email? Okay?
James Donachie (15:07) Rep said, I am unable to pull this in and advise to email at contract.
James Donachie (15:12) I can find out, if they emailed and I’ll just find out… what Janine had, and then I can, I’ll get updates before I’m going to try to get them before the end of the day, and if not, I’ll have them by tomorrow, so we’ll go into the weekend and I can, I’ll email them to you, but then I can also just update the doc. Both.
Sabrina Liu (15:37) Would be nice.
James Donachie (15:37) Okay. Yeah. Whatever I mean, that way we have them in both locations as well.
Sabrina Liu (15:44) Or you can just update the doc and just tell me that you’ve added updates to?
James Donachie (15:48) The doc. Okay, cool. Yeah, I could do that. That works for me and it looks like, sorry, and we just update them in blue font. And then I’m going to guess Janine is J a FH, I think so. Okay. I didn’t, I never learned Janine’s middle name, so, I might have to send her a message on LinkedIn and ask what the F stands for. Yeah.
Sabrina Liu (16:15) But she would just leave replies in blue.
James Donachie (16:17) Okay, perfect. Yeah, I can follow up on these and then get those over just to see and then also get clarity on that. That one. I’m sorry, I didn’t do that beforehand.
Sabrina Liu (16:28) Oh, that’s all right. Yeah, that’s what we usually have our weekly check ins for.
James Donachie (16:33) Got it. Okay. Well, I can, oh,
Sabrina Liu (16:38) yeah. So I guess for all four, you’ll be, you could just work on these later today and then get us the updates.
James Donachie (16:47) Yep. Yeah. I’ll after this, I’m just going to go to… the team and then just ask them, to, see where they’re at on here. Okay?
Sabrina Liu (17:00) Sounds good. Do you have any questions about any of these?
James Donachie (17:04) No, it’s it looks like so blue… cross blue shield medallion, reopened the line and, okay, so then we’re tracking it on that ticket, which is great, task is noted with an update, partially signed. Contract. Next steps will be for medani to continue follow up to request pay or confirm. So I’ll just see for Pennsylvania if they had any traction and then pay or send a notice that the application needs to be resubmitted. And then Janine, okay, she escalated that. And so I’ll see if I could get, the pending tracking number as well for that one. But no, these seem pretty straightforward on my end.
James Donachie (17:46) Okay, cool. Awesome. Well, I could start working, on these and give you guys, some time back and I’ll shoot you guys a note when once I get the updates in here, but hopefully I’ll be able to get them by today or tomorrow morning. That’s what I’m shooting for? I got, I still got plenty of time in the day, so, I’m hoping, yeah.
Sabrina Liu (18:14) Today or tomorrow works for us.
James Donachie (18:16) Awesome. Well, any, anything else that came up? Or, I mean, as if anything comes up, you can just send me a note and then, I can start tracking it down as well.
Sabrina Liu (18:33) Yep. Nothing else from me. I’m good.
James Donachie (18:38) Awesome. Well, I will talk to you guys shortly via email, and maybe we’ll connect next week as well.
Sabrina Liu (18:47) Okay. Thank you very much, all.
James Donachie (18:49) Right. Talk soon. Thank you. Bye bye.