Transcript
James Donachie (00:00) how is everyone?
Ashley Moore (00:02) Oh, hello? Hi.
James Donachie (00:06) Kim, you made it back? No delays.
Lindsay Prior (00:10) Oh, that’s funny. You look like you got a full night’s sleep like, you look amazing right now. I.
Kim Jackson (00:16) Got like two hours. Oh, my gosh. Maybe I.
Ashley Moore (00:20) would have worked today, like you’re better than me.
Ashley Moore (00:22) I would have been like see you guys at like one o’clock see you guys for the two o’clock meeting. Bye.
Kim Jackson (00:29) James, we had thunderstorms in Detroit. So, there was a hold on all incoming and leaving planes for six hours, five hours, something like that. So, I was sitting on the plane the entire time. Oh, my gosh.
James Donachie (00:46) Yeah.
Kim Jackson (00:46) They said if you leave, you cannot get back on the plane.
Lindsay Prior (00:50) And we’ll never understand that.
Kim Jackson (00:52) So, literally sitting on.
James Donachie (00:54) The plane, I’ve been in that situation before, and I… don’t that doesn’t make any sense to me. I think.
Lindsay Prior (01:04) They just want to be when they get clearance, they want to go, yeah.
Kim Jackson (01:08) But then like that’s what we thought, but people did leave because I mean, they were just fed up at that point. So, a lot of seats were empty. They were like, we’re going to let some people on and we’re like, can we just go like we were sitting at the gate getting refueled, and they’re like there’s some people that want to get on the plane. So we’re going to let them on. And so we’re like, oh, cool. We’re going to sit here for another half an hour while more people board?
James Donachie (01:37) And was that a connection? You guys weren’t you guys weren’t meeting in Detroit, right?
Kim Jackson (01:45) No, that’s where I like that’s my home location?
Ashley Moore (01:49) Yeah, that’s where.
James Donachie (01:50) I had to fly to that’s how you started the, or ended the trip?
Kim Jackson (01:57) Ended the trip. Oh, if that’s how it started, I would not have been.
Lindsay Prior (01:59) Going, I would have gone.
Kim Jackson (02:00) Home and.
Lindsay Prior (02:01) done it virtually.
James Donachie (02:03) And where did you guys meet up?
Kim Jackson (02:07) DC, walt, was the airport, but we were really in Maryland and Virginia as well.
Lindsay Prior (02:12) We were all over.
James Donachie (02:14) Yeah. There’s that’s well, DC gets crazy weather too. And they also have those weird like robotic things that like move people around at the airport. Have you guys been in those? It’s like a subway car that’s like on?
Lindsay Prior (02:32) Oh, yes on wheels. Yeah, yeah, yeah.
Lindsay Prior (02:36) Well, I know we have a bunch of territories to talk about today, yes. And so I thought we could just jump right in. Thank you so much for all your really good questions. This is exciting. Do we, Donna and Ashley, what are your timelines? Like? Do you have a preference for starting with Michigan or Connecticut?
Ashley Moore (03:02) I’m here for both. So.
Lindsay Prior (03:07) Yep. I don’t whatever is best. Okay. All right. So, James, where would you like to start? And I’ll so Donna, what we’ve done in the past and what we’re kind of finding our way into a routine with is we’ll go through the questions both if they’ve been answered via email and if they haven’t and either Kim or I will be kind of like a note taker and we update the requirement documents in real time while we’re talking through everything so that at the end of the meeting, we re, date the document, lock it down and send it to James and we are done with that document at the end of this meeting.
Lindsay Prior (03:49) So that’s kind of the goal in terms of like how we structure things. And we do sometimes talk through questions that have been answered via email just to make sure that like there’s no misunderstanding. And if James has suggestions on like how we type something out or, you know, he was working with the team lead. So he knows like what Alex was looking at that prompted a certain question, he can kind of point us, you know, to make sure we reword things and stuff like that. So that’s kind of what you’ll be a part of and observe here today. So, James, what territory would you like to begin with?
James Donachie (04:24) We can start with Connecticut. I guess that one I’ll.
Ashley Moore (04:29) take that first one… who is the designated recipient for these submissions?
Ashley Moore (04:42) I don’t understand the question. I don’t think.
James Donachie (04:46) Okay. Let’s take a look. I can share my let’s.
Ashley Moore (04:50) See, yeah, I don’t know where it says pending and I’m like probably just not looking in the right spot.
James Donachie (04:57) So, we’re looking at Aetna and slash… first help.
Ashley Moore (05:05) It’s just called Aetna but I mean, the payer like first help is an Aetna product. So it might be in there, okay?
Lindsay Prior (05:11) I know what this question is about. This is a question. This was your pop quiz question. James. We’ve been waiting for this question to be asked. We’re so excited that it got asked. This is, great news. So, what he’s asking Ashley is about, you know, when Aetna like when you go through the Aetna application process and the provider is already par with Aetna and they just need a location ad instead of the initial credentialing process and it stops you and then you have to mail in or email mail in email in the roster to Melissa.
Ashley Moore (05:49) Oh, I’ve never done that. Is that?
Lindsay Prior (05:52) Well, I guess, so that would be the first question that’s the process that I’m aware of from some of the other territories, but I have not done it for Connecticut. So that might be the first question.
Ashley Moore (06:02) Okay. Yeah. So let’s take a look. So, oh… and I’m sorry, I should have reviewed this. I just thought since it was the same process as New Jersey. I didn’t.
Lindsay Prior (06:15) realize it’s probably the same person who was, Melissa, emolo, EM o L o oh.
Ashley Moore (06:23) I mean, it might be the same person, but we go through the portal for location ads.
Lindsay Prior (06:32) Oh, okay. Through availity or through an Aetna portal?
Ashley Moore (06:37) No, I thought it was Aetna. Let me just jog my memory. I’m going to go through, run through it real quick.
Lindsay Prior (06:43) Okay.
Kim Jackson (06:53) So, Ashley, this Aetna is the same as New Jersey, not the same as Michigan, correct? Correct?
Ashley Moore (07:15) I’m just grabbing an npi from mundalian real quick.
Lindsay Prior (07:26) I’ll ask Morgan as well on the ortho side just to.
Ashley Moore (07:30) See, yeah… I asked Teresa to review, but I don’t know that she reviewed this tab and she may not know too or she may not have known.
James Donachie (07:46) Well, from a medallion standpoint, I’m excited that our team is bringing thought provoking questions to these meetings. It’s a good momentum sign on my end.
Lindsay Prior (08:01) It is, it is, but while you’re looking that up, Ashley, I guess one, well, let me think this through. No, we don’t have to answer that question right now. Let’s.
Ashley Moore (08:17) skip this one just so we don’t get hung up with all of our time and I’m going to keep kind of working on it in the background. I’m not finding where it’s stopping me. I put in like a participating provider, but maybe I do it differently.
Lindsay Prior (08:33) It’s a couple steps in. It’s like all the way down here at you put in like.
Ashley Moore (08:39) Oh, okay. A little further than I have gotten.
Lindsay Prior (08:42) Yeah. Okay. I know it feels like it should be earlier, but it’s not, so.
Ashley Moore (08:46) Yeah, because where does it go? Yeah. I mean, I’m thinking it should say continue to tin update form like that’s what it’s showing in the SNP that’s probably the process we do.
Lindsay Prior (08:58) I know it’s through the portal. Okay.
Ashley Moore (09:04) I don’t know that like maybe it’s worth checking with Morgan because if this process is working, I mean, you know, then we can go with it just to keep consistency. Yeah, feeds is way smaller… maybe based off of Morgan’s reply. Okay?
Lindsay Prior (09:23) I just messaged her so we’ll come back to Aetna. We’ll circle back at the end. Okay. Next question.
Ashley Moore (09:34) Anthem, it does have to use today’s, date. I know that the application says anticipated hire date, but I… think there’s a system limitation that will make you enter like today’s, date.
Lindsay Prior (09:50) Okay.
James Donachie (09:52) That works for me.
Ashley Moore (09:53) And maybe… oh, go ahead. Yeah, I know you can’t put a date in like if it’s you know, 327 today and the provider started on Monday, I know you can’t go back. I mean, I think you can go forward but I think that’s where it’s appropriate to use today’s. Date. Got it. And then we do want the formal email approval letter. They’re very consistent with sending those letters and they’re very, the timing is very aligned with the portal as well.
James Donachie (10:26) Okay. So they’re good.
Lindsay Prior (10:28) Formal email?
James Donachie (10:29) Approval letter mandatory for enrollment file. Got it. That works the date too.
James Donachie (10:37) I feel like that’s just one of those things… want to just double check to make sure that they don’t start processing. Yeah.
Ashley Moore (10:46) That’s a good call out. I’m glad they recognize that because, yeah.
Lindsay Prior (10:49) Good. Call out. Let me come up here to do, we need to letter? Okay, we’ve got it there and we’ve got the letter here. So, yeah.
James Donachie (11:01) Okay. Cool. Option.
Lindsay Prior (11:04) Two, do you, Ashley, are you still good? If they don’t get the letter for some reason or if they use the portal, is that still okay to keep on here? Okay? Yeah.
Ashley Moore (11:17) Just second, like just if they really have to, right?
Ashley Moore (11:41) Fine. It’s big. It’s fine. Okay, great.
James Donachie (11:50) And then the next one is, psychnet. I think it’s just, it says regarding psychnet. The guide says the effective day?
Ashley Moore (11:58) Is, oh, physnet, yeah… sorry. I don’t do physnet or therapydirect. My team doesn’t so.
Lindsay Prior (12:09) I can speak to that. I think we have, I can’t remember if this is the first time we’re adding physnet or not. But, let’s see.
Lindsay Prior (12:24) Oh, I see what they’re saying because they’re saying start, we put start date here and effective date policy is date of submission there. But they always backdate Kim and Donna, do you have any, can you think of any reason why we couldn’t change the wording here in this effective date policy part to be date requested or date of hire, you could put, yeah.
Ashley Moore (12:50) We do the date of hire normally.
Lindsay Prior (12:52) Like assuming you’re requesting the date that they got hired, right? Yeah, that’s what we’ll use even if it’s they’ve.
Ashley Moore (13:01) already started, we use it and they honor it. Okay?
Lindsay Prior (13:05) Kim, anything different about, your territory that we would want to take into consideration? Okay, great. No, should be the same, right? Effective date policy,
Ashley Moore (13:19) Date?
Lindsay Prior (13:20) Requested in enrollment submission, always… request?
Lindsay Prior (13:43) All right. What’s next? And?
Ashley Moore (13:46) Then this was one was also.
Lindsay Prior (13:47) Sent over?
Kim Jackson (13:48) With New Jersey this.
Lindsay Prior (13:51) Payer, I think I.
James Donachie (13:54) think the, I think what they just want to, it sounds like they just want to make sure. So the New Jersey template is okay to use.
Kim Jackson (14:06) The tabs are identical. We just copied and pasted the tab in that’s what I’m saying like, it wasn’t technically one of those new payers.
Lindsay Prior (14:17) They just, it’s this file name right here. Yeah, let me, just change it to Connecticut because I think we did send over the therapydirect template, right? Kim.
Ashley Moore (14:29) Yeah, yeah, you sent?
James Donachie (14:30) It over and you can keep that name in there if it, like if that’s just the template, like.
Lindsay Prior (14:38) Are you sure that won’t get confusing for them? I’ll put Connecticut, we sent you a Connecticut one, right? Pretty sure we did, yeah. Oh.
James Donachie (14:47) Yeah, actually, yeah, you did. Okay.
Lindsay Prior (14:49) I’ll just keep it. Yeah, we’ll keep it consistent. I think as we, after we get like everything in, maybe we could change file names for the ones that, you know, we know for sure are the same for all or something like that, but for now might as well.
James Donachie (15:04) Okay. That was an easy one. Okay, perfect. I’m glad that they’re double checking yes me too. Okay. For, so then ash… the instructions state that approval can be confirmed via status update email or group roster. Does the team require the full group roster for every new addition? Or is the individual activation status email sufficient for records?
Lindsay Prior (15:35) Oh, that’s a good question. I would.
Ashley Moore (15:38) Say individual email is almost preferred.
Lindsay Prior (15:41) I agree. So I’ll… change that wording here.
James Donachie (16:08) Okay, great. Good question. And then the next one they have are special instructed to ccashrehabroster at ashn. Com. For all submit. Is this email address strictly for roster updates? Or can it be used for direct support if applicant application is delayed?
Lindsay Prior (16:34) Oh, I see they’re looking like for provider services contact? Yeah.
James Donachie (16:38) I think they’re just wondering if that like they can use that.
Lindsay Prior (16:44) I always email ashrehabroster with my questions. I don’t know what y’all do. Yeah.
Ashley Moore (16:49) They can use it.
Lindsay Prior (16:53) Okay.
James Donachie (17:01) That was Connecticut.
Lindsay Prior (17:03) All right. So, let me just so I don’t forget to come back to it.
Lindsay Prior (17:15) Okay. So, I’ll keep that one up… Michigan.
Lindsay Prior (17:24) Kim, do you want to do one of the michigans and I’ll do the other? We can do them at the same time. Sure. Let me get that pulled up. I.
Donna Colavecchio (17:33) Think, they’re both the same.
Lindsay Prior (17:36) I guess we could copy like the whole tab. Yeah, that probably would be easier over. Yeah, that makes sense. Okay. I’ve been updating pa, and Delaware. Oh, got it. Okay, great. While we’re doing the changes, That makes sense. All righty. Okay.
James Donachie (17:57) So, first… one Aetna, Confirm the official email address for ad provider submissions. So there?
Donna Colavecchio (18:08) Isn’t any, it’s all done through availity. And so ad provider is step seven as they move through availity.
James Donachie (18:16) Okay. Let’s see where they got. I’m just going to pull that up. I know. I’m just,
Lindsay Prior (18:21) looking like, is there a place where someone asks for an email, but I don’t think.
Donna Colavecchio (18:24) So, no, there isn’t yeah.
James Donachie (18:26) Okay.
Ashley Moore (18:30) So, James, this is the first.
Lindsay Prior (18:32) Aetna that we’re talking about with a different submission process? They did call.
James Donachie (18:38) That out in the email? Okay? When I was talking to them, they said, and I even put it in the email, so they recognize that it’s new process. Okay?
Lindsay Prior (18:47) Good. We,
James Donachie (18:49) got, we’re not at 100 percent on our test score, but I’m very, we’re moving in the right direction.
Lindsay Prior (18:57) It’s shaping up to be a solid B, I think, yeah.
James Donachie (19:02) Yeah. They’re going to, hopefully they can graduate this semester.
Lindsay Prior (19:10) Okay.
James Donachie (19:12) Susanna doesn’t send confirmation, what is the required approval artifact… we can.
Donna Colavecchio (19:20) Update that there really isn’t they’ll just enter back into the data management. They can take a screenshot. But,
Lindsay Prior (19:27) so, a,
Ashley Moore (19:28) screenshot. Yeah.
Lindsay Prior (19:30) Okay. Well, we can do that though. We can ask for the screenshot. I mean, that’s what we do for tricare too. Let’s see.
Lindsay Prior (19:53) Oh, I see. We didn’t okay. Got it.
Lindsay Prior (20:11) Is a tiny bit smaller. Oh, of course.
Lindsay Prior (20:23) Right. Images in excel. There… we go. I am not going to make that smaller, just going to cut this in here.
Lindsay Prior (20:45) I’m just going to copy this for the colors.
James Donachie (21:08) And the last question… is there a status verification portal or is phone confirmation the only method? I think?
Donna Colavecchio (21:19) The screenshot will answer that one as well. Okay?
James Donachie (21:22) They.
Ashley Moore (21:23) really don’t even need to call like there, we didn’t list an option for calling, right? No.
Donna Colavecchio (21:28) Right. Yeah, number, right?
James Donachie (21:32) So,
Lindsay Prior (21:33) is anyone in availability right now? I mean, we could literally take a screenshot of anybody’s. Setup. Doesn’t even have to be in Michigan, just so they know what we would want to see to know that person was added.
Lindsay Prior (21:56) Not that’s fine. I can go in right at the end of the call. I can go in now. Okay? Thanks.
Lindsay Prior (22:31) All right. Partners direct.
Donna Colavecchio (22:38) The primary follow up is in the, how to confirm approval section.
James Donachie (22:49) Okay. Let’s see… what, let’s see what they say.
Donna Colavecchio (22:55) Actually, it’s an email for follow up. Sorry, I was looking at the other one, so it’s listed there, row… four. Okay.
James Donachie (23:04) Maybe?
James Donachie (23:09) Also in the screenshot, right?
Lindsay Prior (23:12) Yeah.
James Donachie (23:17) Okay. Well, I’m glad they.
Donna Colavecchio (23:20) asked, yeah… I know like,
James Donachie (23:26) looking at these can sometimes be overwhelming for them. Yeah.
Lindsay Prior (23:29) Sure. I get that. I also.
James Donachie (23:32) Giving them like the like… now that we know, like the tricare and like optum, I’m like these should be the same.
Lindsay Prior (23:40) Yeah.
James Donachie (23:41) Don’t keep your heads up.
Lindsay Prior (23:43) It’s better to ask than not to ask. So, okay. Hey, Lindsay.
Ashley Moore (23:48) Going back to that, Edna, if you look at line on your spreadsheet, I’m showing it should show up for you at line 210. Okay. Do you see the screenshot at line 210, you can use that same screenshot?
Lindsay Prior (24:04) Right, Donna, because that’s where you.
Ashley Moore (24:07) Would go, but I don’t know how does that because that doesn’t really show locations like that’s. Kind of like might be misleading or confusing. What do you guys?
Lindsay Prior (24:15) Think, I don’t know how else to look?
Ashley Moore (24:18) Though… oh, I know it’s the next page. Nevermind ignore me. I’ll get you a screenshot now.
Lindsay Prior (24:28) There’s a better page… it in the chat. Thank you.
Donna Colavecchio (24:39) And James, the approval for partners direct health that’s on line two.
Lindsay Prior (24:47) Okay. Of that tab… let’s see. Yeah. So there is no phone number? Yeah.
Donna Colavecchio (24:55) We don’t have a phone number for them.
James Donachie (24:58) Okay. So it’s another email address, right? Yep. And.
Donna Colavecchio (25:01) They’ll receive an email with the approval from that email address.
Lindsay Prior (25:06) Is it the same?
James Donachie (25:07) Right. It is. Yes. Okay. Cool. Do we want to make that bold? I’m just trying to sure, right? Yeah, yeah. Yeah. Can do that. We’ll make it pop. All right. Tell.
Lindsay Prior (25:25) Me, again, what do you want me to make bold? Exactly the?
Donna Colavecchio (25:28) Email address in row two in?
James Donachie (25:32) Row two? How to confirm? Okay. Got it.
Lindsay Prior (25:40) And Donna, question for you. Is there a benefit? Like, I don’t really know how providers direct, like what the response time is like. Is there a benefit to just putting 30 days here? So, if they don’t see something within 30 days, they’ll make sure to reach out instead of waiting for 60 days. Yeah, that’s fine.
James Donachie (26:02) Okay.
Lindsay Prior (26:11) I’ve got this screenshot. Let me put this.
Donna Colavecchio (26:17) It won’t be within 30 days that’s enough if you want to reword that?
James Donachie (26:23) We kind of have.
Lindsay Prior (26:24) Been pushing them to like. So what we noticed with the first round is that they were like contacting the payer every couple of days, like starting like a week after they submitted. And then.
James Donachie (26:35) Then, because.
Lindsay Prior (26:37) they’ve started taking our stuff really literally. We also don’t want them to wait too long. So, we’re trying to find like that happy medium. But if you think, I guess that’s my quite, really my.
Donna Colavecchio (26:47) Question to you. Well, the within was there, but for the 30 to 60, so like,
James Donachie (26:50) the 30 days?
Donna Colavecchio (26:51) Would be the earliest.
James Donachie (26:53) That they would have.
Donna Colavecchio (26:54) An approval. Okay.
Lindsay Prior (26:58) Would you like me to leave the wording the way it was 30 to 60 business days, I mean.
Donna Colavecchio (27:02) If you want them to start outreaching you?
James Donachie (27:05) Know.
Donna Colavecchio (27:05) At 30 days, you can maybe word it that way.
Kim Jackson (27:10) Do you want to go in the middle and go with like 45?
James Donachie (27:15) We know.
Kim Jackson (27:16) We’re not going to get them at 30, but we know 60 is too long to technically wait if we haven’t.
Lindsay Prior (27:21) heard.
James Donachie (27:28) whatever you prefer, this is your,
Donna Colavecchio (27:30) I mean, your group, if you want to keep it, they’ll receive an email between within 30 to 60 days and maybe put like first outreach at 30?
James Donachie (27:39) Days or?
Donna Colavecchio (27:39) 45? I mean, I don’t know how specific you guys want to be.
James Donachie (27:44) I think that like first outreach and then like whatever day you want to do, like if you want to do it 40 days, you… can do that to Lindsay’s point. They are very literal. Yeah. So, I like.
Lindsay Prior (28:06) So, if you’re if like Bonnie didn’t have a response from them by 30 days, would she reach out to them? Or would she wait even longer? Would she go ahead and wait until 60 days to reach out? She would.
Donna Colavecchio (28:19) Probably wait because.
James Donachie (28:20) They’ve been told.
Donna Colavecchio (28:22) It’s anywhere from 30 to 60?
James Donachie (28:24) Okay.
Lindsay Prior (28:27) Alright. Well, we’ll just leave it then. Okay. Let me put this screenshot in here.
Donna Colavecchio (28:47) If you want to Lindsay on row four, if.
James Donachie (28:50) You want to put?
Donna Colavecchio (28:51) There, the email for follow up at 40?
James Donachie (28:56) Days or?
Donna Colavecchio (28:56) 45 days post submission. You could do that.
Donna Colavecchio (29:04) That’s kind of a more appropriate place than approval?
Lindsay Prior (29:06) Yeah, that’s a good idea. So, options for confirming approval.
Lindsay Prior (29:20) Contacted by payer, reach… out via email, 60… days submission?
James Donachie (29:35) Did.
Lindsay Prior (29:35) I get it, right? Please correct my wording?
James Donachie (29:38) I thought we wanted to,
Donna Colavecchio (29:39) do it like a little earlier. So I would do 45?
James Donachie (29:43) Okay.
Lindsay Prior (30:09) Anything else on this one?
Donna Colavecchio (30:13) No, I think those were the only two questions?
James Donachie (30:17) I’m.
Lindsay Prior (30:17) like going in and out of the email. So, I’m not really sure where we are, right?
Donna Colavecchio (30:20) Now, yeah, those were the two. Yeah. Okay.
James Donachie (30:23) And then next.
Donna Colavecchio (30:24) Up is theramatrix.
Donna Colavecchio (30:29) yes, that is the most updated form James.
James Donachie (30:33) Okay.
Donna Colavecchio (30:38) And the special instructions are listed… out, where to pull the.
James Donachie (30:46) Information?
Donna Colavecchio (30:46) From.
James Donachie (30:48) Daryl fox, Jr. Okay. Let’s take a look.
James Donachie (30:56) I just want to see what they got.
Lindsay Prior (31:00) Any special submission instructions?
James Donachie (31:10) Okay. Enrollment.
Donna Colavecchio (31:20) So, all the questions on the form and then where?
James Donachie (31:24) To find.
Donna Colavecchio (31:24) that information?
James Donachie (31:30) Okay. Yes, this seems to.
James Donachie (31:39) Looking at.
James Donachie (31:44) Email address, I’m just looking at answer input for everything here. It looks, this looks good. Therapist, license malpractice you could pull from medallion. That seems pretty clear. Then we have that email format again.
James Donachie (32:08) This seems to make sense to me. I don’t know if that counts for anything.
Lindsay Prior (32:15) It does it does.
James Donachie (32:19) Okay. This is okay. I think case closed. Great. Okay. So.
Lindsay Prior (32:27) Let me lock down this.
Lindsay Prior (32:38) And we’ll change this to.
James Donachie (32:41) Be one three.
Lindsay Prior (32:44) Two seven two six.
James Donachie (32:46) And.
Lindsay Prior (32:48) I will open up the northern one and carry… the tabs over.
Donna Colavecchio (33:21) Can you also copy the physnet for northern? And.
James Donachie (33:26) then paste.
Donna Colavecchio (33:27) It in Michigan? I’m not sure what happened to the Michigan one?
James Donachie (33:30) Sure.
Lindsay Prior (33:44) Partners direct is updated.
James Donachie (33:47) And we.
Lindsay Prior (33:48) talked fisnet?
Lindsay Prior (33:57) It’s probably just cranky because we’re all in here, you know… pictures.
Kim Jackson (34:03) Like to float around. It seems like they do.
Lindsay Prior (34:05) They really do it’s really frustrating.
James Donachie (34:08) Okay. Hold on, I,
Lindsay Prior (34:09) might have to like just get out and get back in.
James Donachie (34:12) We’re all testing our abilities of, should we be working in marketing?
James Donachie (34:21) These feel like… it’s something that like training docu, like you have almost like a designer kind of like outline like they’re like thanks for the start, but like we’re going to make this, you know, pretty format and all that. I wish, yeah, I.
Lindsay Prior (34:40) Wish that marketing would take these and do that for us that’d be awesome.
James Donachie (34:51) And then I have one update from Alex.
Lindsay Prior (34:57) Okay. Hold on, hold on one second. Well, no, you know, what? Go ahead and talk, I’ll work on this, you do your thing.
James Donachie (35:03) On medica. So there was a note that was put in when we reached out following the form and I can share my.
James Donachie (35:18) Here. So, for grace Hartman. So when they reached out the medica informed us that we’re… using an outdated form and it’s now online and then they sent this link, which I can share with you guys and I just wanted to get approval, you know, should we be updating the process to follow this? Or if you guys saw like had any update on it… medica told you about it, I can click into the form to see what?
Lindsay Prior (35:56) What state is that for it’s Minnesota?
Donna Colavecchio (36:00) That’s really crazy.
Lindsay Prior (36:02) I’m going to open the Minnesota?
Ashley Moore (36:04) Guide or unless you want to Lindsay, I thought medica. Used that same form.
James Donachie (36:28) You, our chat?
Ashley Moore (36:37) All right, Madoka?
Ashley Moore (36:45) We were under that impression that medica still had that old form. We weren’t aware. Okay. Yeah, they have not told us that like we haven’t got that response back. So that’s crazy. Okay. This is, do we know this?
Lindsay Prior (37:00) Is a good thing. This is a good thing. I guess the question is like how do we want to approach this? Like, you know, I mean, like on.
Ashley Moore (37:10) the IB side, do we feel very confident that like they followed the process? Like, I mean, it’s pretty basic. It’s the same. I mean, it’s that standard template Minnesota uses for most payers. So, as long as like they feel confident that.
James Donachie (37:26) There’s.
Ashley Moore (37:26) a new process. I mean, I guess we could just,
James Donachie (37:28) what create new?
Ashley Moore (37:29) Instructions based on the new guidance?
James Donachie (37:35) Yeah, I mean, I,
Lindsay Prior (37:36) think we just update the guide and send them a new one with a new date on it. And as much as you can leave the same, leave the same and anything.
James Donachie (37:45) You.
Lindsay Prior (37:45) need to change, you just change?
Ashley Moore (37:51) Can you put a screenshot of that note? James? Yes, I’m sure it’s in a task somewhere, but just so I can reference it.
Lindsay Prior (37:59) You know what?
James Donachie (38:01) I’ll do both.
Lindsay Prior (38:02) Oh, thank you because I have the person open.
James Donachie (38:08) So, I got that… come in here.
James Donachie (38:20) Out of the way hit that, and.
James Donachie (38:35) Great. Thank you.
Ashley Moore (38:53) That’s the same form.
James Donachie (38:57) Oh, no, it’s not it.
Ashley Moore (39:00) Is I don’t know? Okay, I’ll come back.
James Donachie (39:03) If it, yeah, okay. I.
Ashley Moore (39:06) think it’s like a slightly different.
James Donachie (39:09) But I.
Lindsay Prior (39:10) would definitely tell them to like not.
James Donachie (39:13) I would.
Lindsay Prior (39:14) Tell them to wait for additional guidance before they submit. So like, thank you for the, whatever your internal communication is James like, but, yeah, you know, thank you for calling this out. We are reviewing, do not move forward until you hear from us?
Ashley Moore (39:31) Awesome. Okay. Yeah.
James Donachie (39:34) All right.
Lindsay Prior (39:34) So, we’ve got and let me see. Did I hear back from Morgan?
James Donachie (39:42) Morgan, we,
Lindsay Prior (39:43) use the update provider data tool when just updating locations. Does that usually work for you? I did it that way for a long time. The locations were never getting added. So then I started emailing.
James Donachie (39:56) Melissa, it does take a,
Lindsay Prior (39:59) while, but they do typically get added… but that’s.
Ashley Moore (40:04) for locations?
Lindsay Prior (40:06) No, they’re talking about the same thing. It’s Morgan and Christy going back and forth. Oh, got it.
Ashley Moore (40:22) All the states. I’ve never heard of anyone.
James Donachie (40:30) With that.
Ashley Moore (40:30) Type of adnet contract.
James Donachie (40:33) Oh, really? We,
Lindsay Prior (40:33) do we do that’s? All they do in New Jersey though? That’s the only way she does it?
James Donachie (40:40) Every time I’ve been.
Ashley Moore (40:41) broken in New Jersey? Like, I wonder why they’re not getting processed that’s so weird because even.
James Donachie (40:46) in what other states?
Ashley Moore (40:48) Use it, I guess New York, we never, even, we never emailed anyone. What do they do in New York?
Lindsay Prior (40:53) Well, Morgan is saying that she uses? Well, I don’t know if I guess Morgan’s been doing that in?
James Donachie (40:59) New York?
Lindsay Prior (41:00) Too, I honestly didn’t even know it was an option. So, I haven’t even I’ve.
James Donachie (41:07) never even.
Lindsay Prior (41:07) Looked into it. I just always thought you had to email that poor woman. And I kept thinking about how many requests you must get and how unsustainable it is. But this explains a lot.
James Donachie (41:18) Yeah.
Lindsay Prior (41:20) So.
James Donachie (41:22) I know with the,
Ashley Moore (41:22) availability stuff like, there’s pa, like theraplay, there’s a repweek email, but it’s because it’s a different, contract.
James Donachie (41:32) And.
Lindsay Prior (41:33) it’s not Melissa, no.
Ashley Moore (41:36) Each state I thought had different reps.
Lindsay Prior (41:44) I guess the thing is like medallion’s not contacting Melissa right now anyways. That was the big question was, do we let who do we have at medallion? Who do we want to share that we have not shared that contact information yet?
James Donachie (41:59) So maybe, well.
Lindsay Prior (42:01) And here’s, the other thing I guess for us internally though, which I think is a positive if we want to plan for it, let’s.
James Donachie (42:10) say.
Lindsay Prior (42:11) It does take longer to get the approval if we go through online, but like some territories don’t know any different, that’s just how long it’s always taken jersey, it might take a little longer. But when you do a location ad with, and you do an additional location for a provider through Aetna?
James Donachie (42:29) The effective date.
Lindsay Prior (42:31) Backdates?
James Donachie (42:34) The initial.
Lindsay Prior (42:34) cred is the one that you don’t get any control of?
James Donachie (42:41) This is tricky.
Lindsay Prior (42:48) What do you think about having like a different process for, I mean, every territory has a different process? Do we just like update?
James Donachie (42:57) This for?
Lindsay Prior (42:57) Connecticut, and then let New Jersey sit as it is and revisit?
James Donachie (43:06) This, like.
Lindsay Prior (43:06) Another time, maybe what do you think in terms of this standardization of it?
Kim Jackson (43:16) If medallion does, what they say, they’re doing, they get the request, they open up the document. They look.
Lindsay Prior (43:24) at that tab, and,
Kim Jackson (43:26) then they follow that process. It shouldn’t matter if.
James Donachie (43:31) Every.
Kim Jackson (43:32) single one is different technically?
Lindsay Prior (43:34) Right. Because if they’re.
Kim Jackson (43:36) following what we’re telling them to do for that state like if that’s what is working for the state, I would say just.
James Donachie (43:44) That, yeah. Okay.
Lindsay Prior (43:53) So, I can.
Lindsay Prior (44:00) This part on Ashley more unless you want to do it, I can do this with Morgan because I know, yeah, you did a lot. So, I.
James Donachie (44:12) will.
Lindsay Prior (44:12) I’ll work on that tab?
James Donachie (44:16) And.
Lindsay Prior (44:17) James our.
James Donachie (44:20) go.
Lindsay Prior (44:21) live is Tuesday… right? Okay. So, James, if I got you the Connecticut documents on Monday, would that be too late?
James Donachie (44:32) No, okay.
Lindsay Prior (44:33) Okay. So, let me work on this today and Monday and I’ll get Connecticut back to you by end of day Monday and Ashley all of you proof it before I send it proof it before I send it. Yeah. And,
Ashley Moore (44:45) I just pinged Tamika too, because I’m really curious what she does.
Lindsay Prior (44:49) Yeah. So.
Ashley Moore (44:50) I’ll send that over.
Lindsay Prior (44:52) Okay. And then do we have James, does your team have any questions or have they sent you any questions yet? About Pennsylvania?
James Donachie (45:06) Not yet? Okay?
Lindsay Prior (45:07) They shouldn’t.
Kim Jackson (45:09) have any, because they were identical tabs to everything else. Like there’s no new payers?
James Donachie (45:16) Yeah. I also, I’m also, I also have like a follow up for Monday, with pa. So. Okay. So, but, and that’s usually where I try to like decipher their questions and like put them into a somewhat legible format for you.
Lindsay Prior (45:34) You’re doing a good job, you’re doing a good job?
Ashley Moore (45:36) Was there anything updated today that has to be updated for those? I’ve wondered how that works? Like when we send them out, do the templates all get updated or like, do we have to remember to make changes to the ones that are sent after? I know this situation might be a little different because pa and Delaware were already like physically sent out like the email so they wouldn’t be updated, but just thinking like if we had to update like Aetna or?
James Donachie (46:05) Physnet.
Ashley Moore (46:06) Or therapy direct maybe for pa or Delaware, go ahead and give.
James Donachie (46:11) them the new, oh yeah.
Lindsay Prior (46:13) Oh, yeah. Yeah. I.
Ashley Moore (46:15) was like, does that make sense?
Kim Jackson (46:16) Yeah.
Lindsay Prior (46:19) Yes, that makes sense. That makes sense?
James Donachie (46:22) And then James do.
Kim Jackson (46:23) We have an update about the linking the providers to.
James Donachie (46:30) The locations, yes. So, I’m still, I’m trying to figure out, so that is a, that’s from our intake team. And what I’m understanding is that’s like a best practice across like all our clients, which I don’t fully understand. And so, I was going, I was trying to see if we can break you guys out of that, like, can you explain?
Lindsay Prior (46:56) A little bit more what you mean?
James Donachie (46:58) Yeah, let me pull up what I’ve been told. I’m, going to read it to you and we can go through it because, no, it’s not that crazy. It’s just a, it’s just a slack message of like someone having to explain to me as to like, why it happened and me asking… clarifying questions. Okay. So, so… so you guys view, view, is that tin, specific payers already authorized providers for all locations under that tin. So forcing Ivy to link individual practice locations is redundant.
Lindsay Prior (47:45) Yeah, right.
James Donachie (47:46) Okay. All right. So, medallion’s view is that we should always have practices linked to ensure data integrity and prevent, issues like we, with another client. And so, I guess there,, was, that, was it? So, now, the person who’s in charge of this is saying, I think you’re right on ivv, we’re sorry for you. I think it could get confusing where we’re technically allowing them to not add practice locations, which aligns with how they want to enroll. Okay, hang on that’s, blah, blah, blah, a lot of words, James, we can’t.
Kim Jackson (48:24) be linked like we can’t be compared to another group?
James Donachie (48:29) We’re.
Kim Jackson (48:30) utilizing because we all have different contracts, so.
Lindsay Prior (48:32) Right there is.
Kim Jackson (48:33) Where we need to just stop the conversation if they’re saying, this is how we do it for another group that’s irrelevant.
James Donachie (48:41) Yeah, that makes sense. So,
James Donachie (48:49) And I can follow up with them. I don’t know, I mean… aren’t the only people that are going to bring this up. I don’t know why we roll stuff out company wide, like this. So, I, I’ll just let them know you.
Lindsay Prior (49:08) Can also tell them, that it’s a violation of the no surprises act because you can’t have people enroll. I mean, some of our territories have 100 locations. You can’t enroll someone at 100 locations when they’re working at one, we’ll never get, I mean, so, we could get fined, we could get,
James Donachie (49:26) fined for that, okay?
Ashley Moore (49:28) And lose our contracts.
Lindsay Prior (49:32) so, you can put that in your smack message.
James Donachie (49:34) Yeah. There we go.
Lindsay Prior (49:36) Irrelevant based on our contract fines and contract termination undue, you know, contract?
James Donachie (49:44) Termination? Yeah, you gotta love that. I’m like, hey, why did this happen? Can someone explain this to me? And then it’s like, oh, I think you might want to talk to, oh, actually, this and I’m like, okay, I followed the breadcrumbs with Nick and I, and we’re like, hey, someone sent us over.
Lindsay Prior (50:01) Here and you’re still do the same thing that you wish you could have done at the very beginning, which is just saying don’t but don’t do that. Just don’t do that.
James Donachie (50:10) Oh, man. Okay. All right. Well, and then before we,
Kim Jackson (50:16) leave, I have one more thing I want to bring up.
James Donachie (50:17) Yeah. So.
Kim Jackson (50:19) I was looking at the tasks and there’s a provider task that was sent today. If you could just take a look at it and verify that was actually not sent to the provider and it’s just linked as provider profile.
James Donachie (50:37) Okay. Let’s see it’s for Michael?
Kim Jackson (50:40) Carpentier.
James Donachie (50:48) Provider tasks?
Kim Jackson (51:05) Carpentier C a RPENTIER, it was sent today.
Kim Jackson (51:26) There was a conversation about like you guys turned them all off. So the providers weren’t receiving emails?
James Donachie (51:35) Yeah, I think it’s just going to be, in their platform. Can, if that?
Kim Jackson (51:47) That portion we can.
James Donachie (51:48) Turn off because it is for, their profile.
Lindsay Prior (51:55) But it can prompted you to think it. I see a sign a.
Kim Jackson (51:59) Signing? Yeah, it specifically says it’s assigned to the provider.
Lindsay Prior (52:03) I see James, you can’t I don’t know which way you’re looking at it. If you’re on the provider’s profile, it doesn’t look like this, but if you go to overview and all tasks? Okay? You’ll see in the assignee column, it’s his name, okay?
James Donachie (52:19) I see what’s going on here?
Lindsay Prior (52:25) That’s a good catch.
James Donachie (52:34) I don’t think, I think they’ll just get prompt like this will just be prompted as the little when they log into medallion as the little.
James Donachie (52:45) Bell, but do… you, would you guys prefer this to come over, to you? Yeah.
Lindsay Prior (52:58) Providers should not.
Kim Jackson (52:59) Be receiving any outreach from you guys even.
Lindsay Prior (53:03) If they’re blocked from getting it, I think it’s just, all tasking goes to org admins. Okay?
James Donachie (53:09) This is, this is, I will get this. I feel like there’s probably a little bit of a, someone… was confused. Okay, better.
Lindsay Prior (53:21) To catch one than catch multiples, yes.
James Donachie (53:24) Yes, there.
Lindsay Prior (53:25) Is multiple. Well,
James Donachie (53:28) this one?
Kim Jackson (53:28) There’s some from before. So I think that was before we were having the conversation, I just wanted to bring it up again because it did happen again today. So.
James Donachie (53:39) Okay. Catch it.
Kim Jackson (53:41) When it happened with one, so it doesn’t spiral that.
James Donachie (53:50) I can bring this up with… the team. We’re doing so well. I know that’s not the true date, but it was almost, we went.
Kim Jackson (54:07) Over a month. We did go over a month?
James Donachie (54:10) We didn’t go over a month?
Lindsay Prior (54:13) What language would you like us to use? When, and if we see more of these tasks about linking to the group, is there some standardized language we can give to our team to respond with that will get them back on.
James Donachie (54:29) Track. Let me follow up with that after I tell after I put the kibosh on this. And then, and then I’ll draft up. Okay, we can work, we can work on something. I mean, it can even just be a.
Lindsay Prior (54:44) Sentence or two that’s what we’ve been giving them. We’re just trying to make sure they don’t feel obligated to use too much brain power in the responses here. So, if we, but we do want to support a good process. So if we can just have a one sentence that says, please refer to your supervisor or please refer to whoever regarding our contract set up or regarding Ivy’s contract or something like that, you know, yes.
James Donachie (55:15) Let me find out what they, I’ll work with that team like the supervisor to figure… out what like what she wants. And then that way it’s like it should also in her brain just hit like a ding like, yeah, I’m hoping they stop, but then also if it doesn’t then at least like I don’t want her to ping me back being like, hey, why did someone say this and be like, do you remember on March 20 seventh?
Lindsay Prior (55:50) Right, right. That’s yeah, that’s true. That’s true. All right, great. Donna or Ashley, do you have any questions for James about anything regarding this next?
James Donachie (56:02) Rollout? Nope? I’m good. Awesome. All right. Well, I’m glad you guys all made it back to your home and, you know, go enjoy the weekend.
Lindsay Prior (56:19) You too. We’ll see you next week. Thanks, James. Bye.