Transcript
Mira Guha (00:02) that’s weird what’s in progress. But again, nothing new will be worked and administrators will lose visibility into what’s happening in platform, but that’s usually how they handle that. Yeah.
Cynthia Fox (00:12) I mean, I’m extremely confused especially because right now, you’ve sent tasks to the administrators that actually should be to the providers. So, how am I going to make sure that gets to the provider when you should have been the ones who originally sent it to them?
Mira Guha (00:24) Right. And I think that’s something I’m going to have to check in with your engagement manager about because I know that’s an issue we’ve been raising to her for some time and to our, I know like there were calls about this to our intake team for our operations team. So I’ll let them kind of.
Cynthia Fox (00:43) Great, good job, but they send it to the administrator as well. And unless both tasks are closed, nothing happens. So for me, the person gets it, they close it. I still need to go in and, check and close the admin task as well. And if we lose that ability to go in and do that because there shouldn’t be two tasks, you shouldn’t have to close both of them. I already have visibility to all of the provider tasks. So, I’m confused why you make us double close them. What do we do in those situations? Like you are now impacting our company’s finances and our ability to actually put people through and see our behavioral health clients because of your setup. So like I’m just, I.
Mira Guha (01:22) will.
Cynthia Fox (01:23) politely debate that as a very big problem. I get what you’re saying like you can’t request anymore fair game like fair game. And if all of your tasks were administrative like were set up correctly, then I’d be like, okay, let them do their work. But like, no, because even if our clinicians do what they’re doing, what we’ve already paid you to work on, I can’t pass it forward and get them to do it. There are times where like I even go to cancel a task and I get error messages. Do you see how many support tickets I have to submit not just the ones that are canceled. Like there are all these other support tickets as well. Like this is, am… I the only one that’s experienced? Like I cannot imagine there are other people that this is going better for? Like and if so, why is our account not configured similarly? Like I just… yeah.
Mira Guha (02:13) Cindy, I’m sorry, I really don’t have a lot of the insight into the nitty gritty that’s again something where I’m going to be talking to your engagement manager. I will say, I’m presently not seeing this with a lot of my other clients. So this is kind of a one off for me. I obviously know we want to try to resolve these issues going forward as much as possible, but my goal per our team was to come to this call today and address the consumption, but it sounds like we’re really not going to be able to get anywhere on that. So I do have a call in two minutes. So I just wanted to get a list from you real quick just as far as action plans, next steps. I’m going to be talking to Gabrielle and Jen. It sounds like there’s some tasking that has created some confusion. So I’m going to get some more details from our team on that. I will relay your feedback regarding the credit for the… I know we’ve already talked about this quite a bit. The whole we are going to work on things as they are requested. So I’m not going to be a broken record there, but anything else that you are saying needs to be addressed before your team is willing to start, yes?
Cynthia Fox (03:11) Because if you turn it off in April and you’ve created two tasks, then we are at a disadvantage for letting that pass through especially if our clinician has already submitted that. So either go through and audit it and make sure there’s not two tasks prior to turning it off or allow us to have administrative access. So we can close that task. So we can already allow those things to process. Because as you may or may not know if there’s an open task on our end, they won’t touch it again. So even if the clinician closed their own, there might be one for me that I need to close and I have to wait until they do their part to close it off, which I’m very confused why there’s two. So to be clear, like… if that is turned off, this will be a bigger conversation like that can’t happen. I get not processing any new ones or like anytime someone closes something that’s not past intake that we haven’t already consumed like fair game. Absolutely. I’ve actually closed most of them up. Also if there’s it open support tickets, please address those. Because a lot of them are about consumption and kind of closing off things that are pending. And there’s a ton that are pending. There’s. Also ones I couldn’t submit because there was error messages which I then had to submit a different way.
Cynthia Fox (04:26) Mira, I promise you if you open up the account, even you guys being like if you click the link, it’ll go right to the thing. It doesn’t go right to the thing. Like there’s so many weird things about the account that I think are not functioning appropriately. And Nicole has seen several of them and has even in writing like addressed some of the action items they were going to take that just clearly haven’t been addressed.
Mira Guha (04:46) Okay. Absolutely. I’ll follow up with her. I think I have enough to go on for now. Unfortunately, I do need to hop to another call but Cynthia, I’ll see if I can get something back out to you after reviewing with my team and we can go from there. Okay?
Cynthia Fox (04:57) I will not be here. I’m leaving tomorrow at 12. So if you can get back to me before then I would very much appreciate it.
Mira Guha (05:02) I’ll do everything that I can. Is there anyone we can talk to while you? I know Daniel’s out of office too while you’re out?
Cynthia Fox (05:09) It depends what it’s in regards to. I’ll do my best. I’ll be in Europe. So like it’s going to be a little bit hard from a time zone, but I’ll do my best to be responsive to anything that is shared. Okay? I can give you my cell phone number.
Mira Guha (05:27) Yeah. Anything we can do since there is, you know, a very high likelihood of some sort of loss of access. We just, I think want to be transparent about what’s going to be happening.
Cynthia Fox (05:36) I’d prefer to speak to someone if that is the direction we’re taking. I would like to speak to someone to address these concerns prior to that.
Mira Guha (05:43) Okay. I will see what I can do and I’ll relay that internally. Okay. Thank you. Okay. Thank you.