Transcript
Mike Manson (00:03) Hey, Lou. Good morning. Hey.
Lubna Kaur (00:05) Mike. Good morning. How are you?
Mike Manson (00:07) I’m good. How are you doing?
Lubna Kaur (00:08) I’m good. We just had our ncqa call yesterday, our first one and it went really well. Oh,
Mike Manson (00:15) that’s great. Yeah, it’s going to be a bit of a relief. Yeah.
Lubna Kaur (00:20) Because the first part, the initial submission is like your reporting your policies, all of that and that’s where we had a little bit of concern that we weren’t going to get the full points, but we were able to clear everything up. So I feel like we’re going to be approved because the file review is going to be easy. So, yeah, I think right fingers crossed. I think we’re going to be able to achieve that accreditation. So I’m excited about that.
Mike Manson (00:45) Yeah, that’s awesome.
Lubna Kaur (00:46) Yeah. How are you doing?
Mike Manson (00:48) I’m good. Super busy coming out on Q1 end here and got a couple of new customers and I’m bringing on board. So super busy. I, obviously, I haven’t been, I’ve been, you know, following along and making sure that we’re on top of stuff and apologies. If I bumped Nick. I think he said that he’ll be able to get that turned around for you today.
Mike Manson (01:09) Okay? But yeah, obviously, like wanted to hear you out and address any concerns that you have. I was just looking at the latest enrollments. Yeah, looks like there’s a handful that are processing and yeah, we have just wanted to open up the floor for you and kind of.
Lubna Kaur (01:28) Yeah. Well, first of all, thank you for meeting because I know with the end of the quarter, it’s a lot for salespeople. My sister is a salesperson for what does she work for zip? Okay? Which is a procurement software. So she always tells me like end of quarter is crazy for me.
Mike Manson (01:47) And there’s the extra push yep.
Lubna Kaur (01:49) Yeah, but okay. So a couple of things, the first is the pair enrollment stuff. So as you know, we, you know, scaled down for the connect line of business because we’re waiting for the integration to, you know, go through and then we’re expecting a higher volume at that point.
Mike Manson (02:08) Yeah, but.
Lubna Kaur (02:09) With the issues that we, you know, highlighted to you guys about the tasks for the pair enrollment side of things like the Coi requirement, the naming of the tasks, like all of the things that we kind of aligned on with Hassan. Yeah, not been done. So.
Mike Manson (02:29) Okay. The,
Lubna Kaur (02:30) tasks are still not being named correctly. We’re still receiving requests for cois when we’ve talked to medallion at this point, probably hundreds of times to let them know to, you know, that the Coi is, you know, what the requirement should be. We escalated it to Collette. And every time we do it’s like Collette feels I think kind of in the middle because the team on the internal side, you know, has received training and coaching but like it still continues to happen. Yeah. And then we asked her like, can we meet with the team lead? Can we like kind of show them what the issues are like just directly? And she was kind of like they don’t really, you know, join external meetings. So the issue is still there and it’s not getting better. And it’s becoming more and more frustrating for Asia because the tasks that continue to come up like a lot of them we’ve kind of repeatedly talked about. So I don’t have it today for you. But I did ask her to kind of write down like a one pager of the issues that are still continuing. And I’m going to share that with you and Hasan so you guys can take a look. But I really want to resolve this because it doesn’t make me confident about scaling up if these issues still are happening.
Mike Manson (03:45) Yeah, I’m super glad that you pulled me aside because, you know, this is the stuff that I do want to get involved in. And like, you know, I think Colette is in my, you know, my experience. I think she’s good at running the day to day stuff, but I think maybe she doesn’t have that extra kind of push, you know, and us on the sales side of things like, you know, there’s revenue attached to this. And so when we tend to be the squeakier wheel when it comes to like the internal conversation. So I, actually, I was talking to Cameron about this. You know, I just mentioned that you had some things you wanted to talk about. He already kind of ran it up the chain and it was talking to Colette’s boss who’s Amy frana. She came in, she joined about eight months ago to really kind of revamp that team. So I think like proactively they’re going to look to assign. I don’t know if they’ll ultimately take over completely for Colette, but this person has really good payer enrollment experience. Yeah. So I think Colette’s expertise is more on the credentialing side. She’s got a lot of experience in that. I think less experience on payer. So I feel like that could help even if it’s kind of a dual job there. But yeah, if you can document from Asia and then also, I think what would be helpful is like, I mean, I think this is something that we talked about in January, right? Yeah. Okay. All right. So that, that’s a good data point that I can make loud and clear to our team like we need to resolve. This… partnership has been pretty solid so far, but like there’s not a ton of confidence that we’re going to handle the scale and, you know, we want the scale, right? We want to, yeah.
Lubna Kaur (05:36) Yeah. Well, that’s good to know because I was going to talk to you about Colette. I think she’s great. She’s super sweet. Yeah, her knowledge of the platform still does not give me a lot of confidence because a lot of times we bring up issues day to day in our weekly meetings and it’s a lot of like, let me take this back to the team. Let me figure out what happened here. And just that back and forth causes a lot of delays. Like I’ll share with you the spreadsheet that we have that we’re maintaining to like kind of report all the issues we see and we seek to resolve, yeah, a lot of them are still in progress and you can see like dates of like when they were submitted?
Mike Manson (06:11) Yeah. So.
Lubna Kaur (06:12) In terms of Colette, like I think while she has good credentialing knowledge, she may not have good like operational or platform knowledge. Okay? And I know she like, you know, she started pretty, I don’t know. I think it was recently, right? Because I think she started around the time we started implementing.
Mike Manson (06:31) Yeah, she came on. Yeah, she’s I don’t think she’s been here a year yet. So, yeah.
Lubna Kaur (06:37) So, like nothing against her actual like way of working, I think she’s very like sweet, but I think there’s a lot of, you know, delays going back and forth with the team and her not having knowledge of how the team, you know, workflows really work, doesn’t inspire a lot of confidence in these issues that we bring up.
Lubna Kaur (06:55) Yeah. So to your point about, can we possibly have someone else that’s a little bit more knowledgeable like that would be great. Like if I could have Naomi back, I would be really happy.
Mike Manson (07:05) Naomi. Yeah, I know Naomi’s awesome. Her role is really on implementation only, which is why and she’s busy, trust me because, you know, whenever I bring on a new customer, I like go to her boss and I’m like please give me Naomi… but to have someone.
Lubna Kaur (07:22) Like that, who has a lot of platform knowledge, maybe a lot of historical knowledge about medallion and how the, you know, operations work would be helpful?
Mike Manson (07:32) And.
Lubna Kaur (07:33) outside of that, there’s a couple of issues that are a little bit higher level that I wanted to flag to you that we brought up last week. Okay? One is the license monitoring I saw?
Mike Manson (07:46) That, yeah, yeah, go ahead. Sorry.
Lubna Kaur (07:48) Okay. So what we discovered with medallion is medallion’s really tracking just the expiration date of the licenses.
Mike Manson (07:55) Yeah, the.
Lubna Kaur (07:56) reason this issue came up is a provider on our end told us they did not have an active Florida license, but they were cleared by medallion to practice for that license. And when we brought it up to Colette she, you know, I guess had talked to the team and I think the license monitoring doesn’t actually monitor the statuses of the license, only the expiration. So she was saying internally in the platform, all it shows is like active inactive or pending, but a lot of licensing boards will have like, you know, suspended or it’ll say clear inactive. So like this particular Florida license, which is very confusing. The Florida board listed that license as clear slash inactive. But I think because it said clear, the credentialing person running the psvs like took it to mean that it was active because it did have a future expiration. Date. So I think this is more of a product feedback issue, but it is concerning because if that provider were to have seen members in Florida and we hadn’t caught that issue which we wouldn’t because we have such a large network like the provider is the one who flagged it to us.
Mike Manson (09:12) That causes.
Lubna Kaur (09:13) Some issues and some risk from a compliance perspective because they should not be seeing Florida providers. So, I think she mentioned that this has already gone back to the product engineering team as feedback because someone else brought it up. But that is something that was concerning on our end just due to the volume that we have of providers and the license monitoring piece. But on a positive note, we did have a really great meeting with your product team about the monitoring dashboard and they showed us their kind of prototype of what they’re looking at and they, you know, we were able to give feedback of like what might be helpful for us to monitor those month over month. So that was great.
Mike Manson (09:52) Okay. So.
Lubna Kaur (09:53) It’s not like these problems are not getting resolved, but I think just the timeliness in some of these problems, there’s definitely some delays. And then some of the like platform issues like the license monitoring is a concerning thing with.
Mike Manson (10:06) The license monitoring. I mean, do you feel like after the meeting with product, there’s a resolution there or is this something I should double tap on? I.
Lubna Kaur (10:14) Think you might need to double tap. I think they had just mentioned, yeah, it was brought up but I don’t know if there’s anything, if it’s like on the roadmap, if it’s going to be addressed. So I don’t have that information.
Mike Manson (10:25) Okay. But.
Lubna Kaur (10:26) Yeah, that’s essentially it. I mean, overall, I think the partnership’s working great. I think we have confidence in the credentialing processes but there’s just little things that need to get tweaked yeah.
Mike Manson (10:39) I mean, and I’ve been a little bit more hands off lately which I’ll get kind of zoned back in. But, yeah, I mean, the fact that we’re still talking about some of the same PE issues like, you know, two and a half months later now, like that’s we need to fix that like.
Lubna Kaur (10:56) yesterday, Asia was like Lou, I’m going to jump off a bridge. Yeah, we don’t want that. I’m like don’t do that.
Mike Manson (11:04) Okay. No, I really appreciate you bringing this to me. I will Healthstream this loud and clear and like I said, I already proactively reached out to my leadership and like, you know, spring is a really important customer. We want to make sure you’re happy. So, Cameron and, you know, Cameron knows about this and is already starting to escalate it. So I’ll bring this back when you think about the, I caught up with Leah because she did a reference for me a couple of weeks ago, which was super awesome. And congrats to her on getting promoted too. That’s great. Yeah. And I talked to matt voorheese as well, just kind of offline. Like, I know there’s not a lot you can share yet about Alma. Do you have any, like, so when you’re talking about the enrollment volumes growing?
Mike Manson (11:51) Is that like more? Because matt told me that he was probably not going to be super aggressive about going after new contracts this year and really kind of trying to drive demand to the existing payers. Where do you see the growth happening in enrollments?
Lubna Kaur (12:09) So it’s really still up in the air because they’re still doing their final like check of like each state and their payers and their contracts and the rates that they have on Alma’s end.
Lubna Kaur (12:20) I also had an update this week from Leah and she was like, I don’t have an update. So I don’t necessarily think that we’ll have that anytime soon. I think she was saying by end of April is when we’ll probably know more about how enrollments are going to look with the integration.
Mike Manson (12:37) Okay. Yeah. So.
Lubna Kaur (12:40) They’re still doing due diligence on their end and kind of waiting for regulatory clearance.
Mike Manson (12:45) Yeah. That makes sense. I know there’s not a lot you can share and probably not a lot being shared internally because I’ve gone through a similar acquisition type when I was at Cisco. Do you have any insight into like what the like, are you guys going to inherit the credentialing from Alma? Do you know? Or I?
Lubna Kaur (13:03) Literally have zero insight?
Mike Manson (13:04) Yeah. Okay. Which is.
Lubna Kaur (13:05) Crazy because I’m like, okay, this is going to be a beast because integration is always, I’ve done it with lifestance before because their entire model was M, a, for a very long time and integrations between two companies is always a shit show.
Mike Manson (13:21) Yes, yes, the.
Lubna Kaur (13:23) Sooner I have information the sooner I can prepare and then I can also like alert that to medallion and prepare them. So, yeah, yeah, I’m still kind of checking in every like few weeks with Leah to get more information. So as soon as I have anything concrete to share with you, I will.
Mike Manson (13:37) Okay, awesome. Yeah, really appreciate it. Yeah. I would imagine there’s going to be a lot of work to do just even with like tin consolidation I would think right things like that, and it’s not a small network. I mean, they’ve got, I would imagine there’s probably a lot of overlap between spring and Alma providers. I would think, I think so. Yeah. But even given that, I mean, they’re pretty big themselves.
Lubna Kaur (14:00) And they have like all they do is fee for service. So I’m sure they have like a ton of payers. I just, I don’t even know, what credentialing platform they’re using. I don’t know any of that.
Mike Manson (14:09) So, I think they, so they, another team member of mine actually had a conversation with them. I think like Q3 of last year and they were interested, they were using certifyos. I think they had two cbos actually certifyos and something else and they were talking to us about peer enrollment, but then, yeah, there was no, no negative. I think it just kind of like shifted priorities. They probably, they, there was some inkling that the spring integration might be happening and they kind of slowed things down, but yeah, I’ll any information I get. I mean, you’ll probably hear before me, but, yeah.
Lubna Kaur (14:47) I’m like let’s move away from certifyos that’s not a great platform.
Mike Manson (14:51) Yeah. I mean, and yes, exactly. But.
Lubna Kaur (14:56) Yeah. So I’ll share with you that one pager from Asia. I don’t know if you want me to also just share a blurb on what we discovered on a license and license monitoring issue. Do you need more information? I?
Mike Manson (15:06) I have it here. So basically a provider that was licensed or was inactive… in Florida brought, you know, flagged the fact that they had an inactive license. We cleared it and we cleared it because the state board had cleared inactive.
Lubna Kaur (15:24) Yeah. Well, I don’t even think that. I don’t even think the team looks at the status. I think they literally just look at the expiration date is what Colette was telling me. Okay. Yeah. And the expiration did have a future date, but their status said clear slash inactive.
Mike Manson (15:39) Yeah. So the team needs to be looking at status and expiration date. Yeah. Okay. All right. Yeah, I think I got that. Why don’t we throw? Oh.
Lubna Kaur (15:48) Sorry, one last thing.
Mike Manson (15:49) Yep. Sorry, go ahead this.
Lubna Kaur (15:50) Is also something I just thought of. Some of the naming for the providers of the licenses, an issue came up where the provider had a psyd license and they, the name on the license says PHD, so that’s incorrect. The.
Mike Manson (16:09) so, we, sorry say that again, the provider had a, well, the,
Lubna Kaur (16:13) provider had a psyd license, which is a clinical psychologist.
Mike Manson (16:16) Okay. Yeah. But.
Lubna Kaur (16:17) They were put into the platform as a PHD, which is a doctor of philosophy… right? Okay. PHDS are also psychologists, but it’s just the degrees are named differently. And they have different like acronyms for those license types. So just things like that. I think the team needs to be more careful about.
Mike Manson (16:37) Okay. Yeah. I just wrote that down too. Do you have, I’d like to, I’d like to like come up with a plan to resolve these as quickly as possible.
Mike Manson (16:48) Do you want to get back together like same time next week? And hopefully by then I have more of a, yeah, that’d be great update like a path forward.
Lubna Kaur (16:55) Yeah, that’d be great.
Mike Manson (16:56) Okay, awesome. I’ll set time for us really appreciate it. You always have, my texts, you know, anytime you need anything.
Lubna Kaur (17:03) That’s why I was like, Leah, I’m going to text Mike. She was like, yeah, go for it.
Mike Manson (17:06) Yeah, but yeah, don’t hesitate to do that. We want to make sure we get this resolved.
Lubna Kaur (17:09) Thank you so much for meeting. I appreciate it.
Mike Manson (17:11) Of course, we’ll talk to you soon. Have a great rest of the week.
Lubna Kaur (17:13) Take care bye.