Transcript
Desiree Maravilla (00:00) hey, there. Good morning. I have allergies I’m really bad and my eyes are like starting to swell and puffy. So, I’m just going to stay off of camera today.
Collette Waddell (00:11) Don’t worry.
Desiree Maravilla (00:16) How are you doing?
Collette Waddell (00:18) Oh, it’s been a morning. I have sick ones at home and a dog that was also sick and was up every hour of the night.
Desiree Maravilla (00:30) Oh, no, I know that struggle. Yeah.
Collette Waddell (00:36) How are you?
Desiree Maravilla (00:38) Doing well. It’s, it’s very hot out here, but it’s very windy. So, allergies are just kicking me and my kids, but like it’s but… I am loving the warm weather. So, I’ll take allergies any day, as long as I have the warm weather.
Collette Waddell (00:56) You’re right? Yeah, as soon as things stop dropping, it should settle a little bit. Hi, Asia. Hi, caritza. Hey, hi.
Collette Waddell (01:08) so, I know as the team continues to call in, we have a new face joining us today. Jacqueline is a newer member of the engagement management team, with a pretty heavy, payer enrollment background, in addition to other things. So, she is going to be partnering with me to support the account. Moving forward. So she’ll be, you’ll see her on all of the various calls that we have moving forward check in.
Desiree Maravilla (01:38) Nice to meet you. Nice.
Collette Waddell (01:39) To meet everyone. Yeah. There’s a good many team members that come in and join these calls. So I don’t know if you all wouldn’t mind just like a quick hello and maybe what your role is here briefly just to give, Jacqueline a little insight into how this team is structured.
Desiree Maravilla (02:00) Sure. Hi, Jacqueline, my name is Desiree, I’m the credentialing manager here. I would be on camera. I just have allergies really bad and, my eyes are a little puffy, me too, but, it’s a pleasure to meet you. I will be on camera next week so we can, I can, see face to face, well, not face to face, but with video, yeah.
Collette Waddell (02:22) Thanks. Caritza. You’re next on my screen?
Jacqueline Jones (02:27) Hi, Jocelyn. I am caritza. I am the lead production specialist. Hi. Yeah, I don’t know what else to say but, hello?
Collette Waddell (02:41) Saradina… hi.
Sarah-Dina Durand (02:44) Jocelyn, nice to meet you. I go by Sarah, Sarah’s fine. And, I’m a credentialing specialist with spring health. So I deal with the day to day credentialing files, the license reporting stuff like that. Nice to meet you. Thanks.
Ashia Wallace (03:04) Asia. Hi, I’m Asia. I’m the pay enrollment manager. So, I deal with pay enrollment stuff, roster things. And, yeah.
Collette Waddell (03:17) Awesome. Thank you. And then, Marissa, I think I see next.
Jacqueline Jones (03:24) Hi, nice to meet you. I’m Marissa, I’m a credentialing specialist. I’m under caritza on the QA side though, mostly.
Collette Waddell (03:31) Okay. And then Lashonda, I think is.
LaShonda Arrington (03:40) Sorry, I joined, just a few seconds ago, are we introducing ourselves?
Collette Waddell (03:45) Just a quick intro? Yeah. We have a new team member joining us, on the medallion side. So, I was just trying to give just a quick hello. Jacqueline is, joining us on the account. So, just wanted to say, hi, to let her say hi to everybody who we.
LaShonda Arrington (04:03) gotcha. Gotcha. Yeah, I’m Shonda, senior coordinator here, on the credentialing team.
Collette Waddell (04:13) Hi, Mike. I see you there.
Mike Manson (04:19) Or not. Hey, team. I’m here. Sorry, I was on mute, just taking notes. Good to see everybody again.
Collette Waddell (04:24) You’re fine. Awesome. All right. Well, one update for, Asia that is a big win is, the data team dug deep into that intake date, discrepancy issue from that analytics report. And so that should be resolved. So, you should be fine to use that table moving forward. Okay?
Ashia Wallace (04:54) I’ll, I’ll spot check a few of them and I’ll let you know, okay?
Mike Manson (04:58) Great. Thank you. Sorry to interrupt. Yeah, I think we were meeting internally earlier today, so, Asia just let us know, to make sure that you want to be absolutely sure, that, but, that should be fixed, but we want to just validate it, so.
Collette Waddell (05:11) Okay. Yeah. And I tried doing my own like audit of both tables, extracting all the data and I did like a comparison so that I could give, that detailed feedback back and hopefully, it’s been resolved, but I, they were working, pretty hard on trying to find the root cause of that.
Ashia Wallace (05:30) Okay. I know, we have other things to talk about. So, while we’re talking about those things, I’ll take, a look so I can tell y’all, right now.
Collette Waddell (05:38) Fantastic. Well, Desiree, do you want to kind of, do… you want to drive? Sure?
Desiree Maravilla (05:46) Yeah. So I’m just going, pulling up the, the sheet, the, me see, I don’t have anything necessarily urgent, Sarah, is there anything that we should go over first?
Sarah-Dina Durand (06:08) Sorry, I don’t have anything new. So, any updates on the pending items would be great. I don’t have anything new.
Collette Waddell (06:17) Let’s… somebody about to say something. No. Okay. All right. I know some of these items, I almost wonder if we should start maybe moving them to a second tab just to make them.
Desiree Maravilla (06:33) Yeah, I will, the ones that are complete. If we could just make sure that those are taken care of, I’ll go ahead and, grade them out and move them towards the bottom.
Collette Waddell (06:41) Yeah. And I think, I have been trying to come through here and add to it and try to update if I think it’s what the status is. So, come behind me just to make sure that there’s no.
Desiree Maravilla (06:57) Yep. Okay. Follow.
Collette Waddell (06:59) Yeah, additional things. So, I know, let’s.
Desiree Maravilla (07:03) see.
Collette Waddell (07:07) The integration issues result or was in works, with Casey and Nick working on that,
Desiree Maravilla (07:17) What about the medicare opt outs not being flagged? Where are we with that? Say that one more?
Collette Waddell (07:24) Time?
Desiree Maravilla (07:25) Line six, the medicare opt out’s, not being flagged. Just… curious where we are with that one.
Desiree Maravilla (07:43) Oh, I do also have something urgent as well.
Collette Waddell (07:49) Let me get that pulled up. Hold on one second,
Sarah-Dina Durand (07:55) I had the tab open.
Collette Waddell (08:18) This is the notifications, the emails.
Desiree Maravilla (08:24) Yeah. Sarah, is this in the reporting or is this in the emails?
Sarah-Dina Durand (08:28) It’s getting the email and, I, it’s been so long, but I think when I reached out to your support team, they said it was a known issue that they weren’t getting flagged.
Ashia Wallace (08:43) Through?
Sarah-Dina Durand (08:43) Like the alerts that we get, I get alerts for other sanctions, but not that, oh,
Desiree Maravilla (08:50) yeah. And this is when, we had mentioned if, there’s like any known issues, if we could know kind of ahead of time, so we could… get ahead of it before, finding out like, if the provider brings something up or mainly what it, is one of our biggest contracts, they’re reaching out to us and telling us that providers are opted out and we haven’t there are times where we haven’t even got the notification not.
Collette Waddell (09:17) Come through. This is what we talked about, when Lou was on the call because we were looking at, the notification email that she was getting, but Sarah, I don’t think you were getting it, right? I believe.
Desiree Maravilla (09:33) It was for like the sanctions and stuff, not this, the medicare opt out was like an actual bug with wudanian.
Collette Waddell (09:42) Okay. All right. I don’t know where that,
Ashia Wallace (09:51) Update is.
Sarah-Dina Durand (09:54) Sorry, I just want to, I think I sent you a follow up email on twoten with the, ticket that I submitted for this issue. And… yeah… I don’t think since then, we got an update on what happened?
Sarah-Dina Durand (10:22) Oh… sorry. I’m just looking through.
Collette Waddell (10:27) I’m looking at you.
Desiree Maravilla (10:44) I’m gonna, I won’t waste like our time, our meeting time, doing it, but I’m gonna, when we, when we’re finished what we don’t cover, I’m gonna go through these, I’m gonna put dates on when we added these so that the ones that are outstanding, we can kind of figure out like it, maybe it’s easier for like, to track an email down or something, but there’s a lot of old outstanding things here.
Collette Waddell (11:12) Yeah. And I know that there’s some things that we’ve addressed… just verbally as we’ve talked through. But then, yeah, agreed, I think we can just do a little cleanup.
Sarah-Dina Durand (11:30) I forwarded that email again to,
Collette Waddell (11:32) you.
Collette Waddell (11:41) okay. All right. I’m just gonna note this here so that I can go dig in there and find that. I thought that was resolved, but I’ll double check if you’re not getting it, then that has not been resolved. All right.
Collette Waddell (12:02) What other items in here that you wanted to focus on?
Desiree Maravilla (12:06) One of the, I’m, not too sure if, anyone else like brought this up to you also or like got an update on this, but the issue with the, I know we talked, I think we talked about it, was it last week or the week before the Coi is not having the provider’s name on them. So, caqh, is not accepting it… for.
Collette Waddell (12:32) the caqh management?
Desiree Maravilla (12:34) Right. And that’s causing a lot of holdup, for us. Yeah.
Collette Waddell (12:43) Yeah, there was,
Desiree Maravilla (12:48) I think it’s going on with, Asia, was it like two weeks that we’ve had this issue now?
Ashia Wallace (12:54) Yeah, yeah.
Collette Waddell (12:57) So.
Sarah-Dina Durand (12:57) Yeah, I.
Collette Waddell (12:59) got, I just got a response. The end of last week, the caqh guidelines, when we update a provider’s caqh profile for the first time, it’s mandatory that the provider’s name is listed on the Coi document. If the name is not present on the copy, we’re not able to complete the re, attestation and it will result in a failed notification under the documents section.
Desiree Maravilla (13:24) Wild, we don’t we can’t list all of our providers’, names on our Coi. We have over 10,000 providers. And… that came, can you, is it possible for us to, could.
Collette Waddell (13:39) you forward us that message?
Desiree Maravilla (13:41) Yeah, or I?
Collette Waddell (13:43) Can Emily, I,
Ashia Wallace (13:45) thought like one of the providers and I can go back to them and ask, but I thought they like left a note saying something or like a letter or something would suffice, somebody said something and let me go to my emails like.
Collette Waddell (13:58) An addendum like a, like an attached, like an attached document that has their name, no.
Ashia Wallace (14:04) It didn’t have their name. It like explained that even though their name isn’t on there, they’re covered under that policy and I, I told the provider if they ran into something like come back to me and let me know, but they haven’t came back to me. So, I assume that it worked. It’s a provider that manages their own caqh.
Sarah-Dina Durand (14:23) So… but… I mean.
Ashia Wallace (14:28) I assume that we’re not the, you know, the first practice that has done it either. So.
Desiree Maravilla (14:33) It’s not all of the providers, either, right?
Ashia Wallace (14:35) No, it’s not, it’s only a handful of them, not even a handful. It’s been like what? Maybe five, five or six, can we get those names of those?
Collette Waddell (14:46) Providers? Yeah. Well, and I’m flagging back to the team, letting them know that you’re, confirming that this is not across… the board. It does not seem to be happening across the board.
Desiree Maravilla (15:06) Yeah, that’s odd. But that’s like when we have, providers that are just kind of sitting waiting. And so, this is a little, this one is one of the urgent things I’ve.
Sarah-Dina Durand (15:21) noticed also recently with the same cli stuff, the, some of the files are getting flagged as needs attention due to the same, issue of name, provider names not being displayed on the, cli document by medallion. So, I don’t know if that’s part of our process or needs.
Collette Waddell (15:45) attention for credentialing file, correct?
Sarah-Dina Durand (15:49) Yeah, initial credentialing.
Collette Waddell (15:51) That is part that’s their standard,
Sarah-Dina Durand (15:55) Practice.
Collette Waddell (15:56) Is where they would have done that. I can flag them and tell them not to do that if you’d rather them not do that, but that’s.
Desiree Maravilla (16:05) not across the board that’s not all of our providers. It’s only, it’s like they’re it’s almost like they’re picking and choosing like I would get it if it was like all of our providers because then we could kind of come up with a backup plan, but that’s not.
Collette Waddell (16:19) Yeah, the case, no, I’m looking at the sop that they have lined out for, the credentialing team for spring, and it’s noted on there to do that. So that’s just, I’ll take that back to the management team and flag that. This isn’t being standard. Now, here’s, my ask, do you want them to do that or do you want? No, would you rather not have it flagged?
Desiree Maravilla (16:44) We don’t want it flagged. All right. So, I’ll.
Collette Waddell (16:47) ask them to update their notes, their processing notes, and then to re, opportunity for some re, education for the team to make sure that there’s more consistency there with those. But I am looking at it and it does say that. So… I should have been doing that this whole time… okay?
Desiree Maravilla (17:21) Okay.
Jacqueline Jones (17:24) Sorry, I’m just trying to see if there.
Desiree Maravilla (17:27) Are notifications.
Jacqueline Jones (17:30) Okay. That is.
Desiree Maravilla (17:31) When a file is licensed, when a,
Jacqueline Jones (17:34) file or license is marked needs attention, we include a note explaining the reason.
Desiree Maravilla (17:41) Okay. I’m looking at, line 42 when a file or license is marked needs attention? Could we include a note explaining the reason? At times it’s unclear and we have to reach out to support to understand what’s needed. Also, I’m sorry, I have a question actually now that that’s brought up. So we’ve had to have a lot of communication whether it’s like straight to your support team or we’re having to contact you? Like I’m wondering like, is there a way that we could have like a support person from the credentialing team that we could reach out to because it’s really causing a lot of like just back and forth to get the simplest things like, we don’t have access to do a lot of stuff. And so, if we need, if a provider’s reaching out to us our like we’re required to respond and resolve like a provider’s question or their ticket in a certain amount of time. And it’s really causing a lot of backlog with us having to go to medallion support. And it’s just back and forth and not only that, but it’s really like difficult especially with that provider, who was, I’m, not even entirely sure if she resigned because of how difficult the process was with medallion and it’s just the back and forth like if we had like a, someone on the credentialing team that we could just reach out to when there are like little situations with the credentialing that would help us just like it would help our providers from being frustrated. It would help us keep up with our timeline. I feel like it would help like us not contacting not only just eucalypt but like the support team back and forth. But it’s just been now that it’s been more often like it’s becoming quite difficult. And I mean, this isn’t something that we’re quite used to have to like go through a support team we’ve… it’s just a little difficult. Yeah.
Collette Waddell (19:48) Fair ask, not standard, but happy to take that back. And I know Mike and I can take that back internally and see, if.
Mike Manson (19:56) there’s any, yeah, Desiree, are you, right now? You’re going to like the chat support when you got an issue and you’re just not getting, you know, you’re getting a response, but it’s not taking a day or two. And when.
Desiree Maravilla (20:09) our providers like we’ve had like just one specific case where we had a provider who was for like weeks, we had it back and forth and she was so frustrated. I think I even have a voicemail on my phone, how frustrated she was ready to resign and tell others that she was. Yeah, and we couldn’t do anything about it too because we were also trying to contact support and try to figure this out.
Mike Manson (20:32) Yeah. There’s got to be a faster way to escalate something like that. Like, I think, yeah, like Colette said, I mean, we don’t open it up to typically but like there’s got to be a faster way. I mean, we can’t just jump on every single issue immediately. Obviously, I hope you can understand. But if there’s something where your provider is leaving voicemails, like we’ve got to figure out a better way to escalate those and get them resolved faster. I don’t have an answer for you right now, but I can assure you we’ve got.
Collette Waddell (21:00) Like all of our.
Mike Manson (21:02) executives in our team looking at how we can fix issues across spring in general. So I’ll just add this to the list.
Desiree Maravilla (21:10) Okay. Thank you. I appreciate it. Yep. Yeah.
Collette Waddell (21:15) And I think the provider actually, I was looking back in her file, I think she went through and I know it got to where we actually had a member from our technical team working with her just to make sure because it was an issue. She had another profile for another organization. I think that’s where the, yeah.
Desiree Maravilla (21:36) She.
Collette Waddell (21:36) was it was pretty messy like the technical?
Desiree Maravilla (21:41) It took a lot of like resources on our end as well like Sarah personally had to sit with that provider for over an hour and a half trying to resolve it. I myself did as well. So I totally get why like that issue, but it’s just the fact that we could not get to medallion like medallion could not support her or us until weeks later. Yeah.
Collette Waddell (22:03) Fair. And Mike, just a note on this one scenario, the root, the reasoning, the root issue if you will, was related to the multiple like having another profile. Yeah. Okay. So just kind of adding that as maybe an example for that.
Desiree Maravilla (22:25) Product piece.
Collette Waddell (22:27) Yeah.
Mike Manson (22:28) I know that is in flight to be fixed. But yeah, that’s a good call out. Thank you. Yeah.
Collette Waddell (22:33) Yeah.
Collette Waddell (22:38) When files are marked needs attention, I was asking if there was a way.
Collette Waddell (22:49) To make sure we’re reading this one here, right? When a file or license is marked as needs attention. Okay? So when I know when a license record is updated, the line like the record itself, it just throws a flag. Product knows this is a like there’s an area of opportunity here because I was just asking about more details about what the reasoning is, so that there’s more of insight into what the issue is. So, it’s a known product gap if you will. That is they’re aware of. I don’t know where they are in terms of putting it on the roadmap in terms of enhancements. But I, last week, when we were going through this, I did flag back to our operations director about the credentialing team flagging… in the, if it was possible in the notes. Yeah.
Desiree Maravilla (23:54) Because, yeah, when a license is being held up because we don’t know what’s holding up that file. Yeah.
Collette Waddell (24:01) Or I think it was like the ask was for like anything, if, how… did I phrase that?
Collette Waddell (24:17) If it was possible for the team to add a, let me just pull this up so you can see what, yeah… like in here. Like on this side because this is the only place where it could be reflected.
Desiree Maravilla (24:34) Yeah, that was important for me. So, I’m pulling the report of like when an application’s done, when you guys are finishing the PSV, I’m doing this weekly to send over to like Leah and our VP. And if it’s being held up and we don’t have a note on… our end, it just looks like it’s not getting done. And then we don’t know how to provide like if onboarding needs, you know, an update on what’s going on with the provider. Like it would just be better if there is a way that they could add a note like just so that we understand what’s going on and we can also address that with our higher ups as far as, you know, like turnaround time and things like.
Collette Waddell (25:13) That, yeah… let me see where I know that when I put the question out there last week, I was getting follow up questions regarding exactly what the ask was. And so I was providing some additional context to it. So let me just circle back with the director to see if it’s something that they’re able to implement in the process or at least they’re just adding just like a little blurb here. And I explained it didn’t need to be very detailed just as simple as, you know, like on license like name mismatch or something to that effect. So let me see what the final decision was on that. Okay. I’m just going to.
Desiree Maravilla (26:09) Make a note that you all follow up. Okay. Are we good with line 45? I’m not too sure who had that, had a remover provider from the team. Are you guys good with the latest update?
Collette Waddell (26:25) I actually want to do a quick screen share about this.
Collette Waddell (26:32) Are you referencing the one about removing a provider from a team? Okay. All right. Yes.
Collette Waddell (26:47) All right. I did want to actually just touch on this real quick. So members tab team assignments, and then you can click here to edit this team. The one caveat about the way that this team is set up is… it… was done using attributes for a provider’s profile… in order to remove a provider from this team, the connect team, for example, they would have to be like not have any of these groups associate or tied to them in their profile. And then they should automatically be removed from this group, if that makes sense. Yeah, it does.
Ashia Wallace (27:30) I had already checked this area. It’s not working. So if you go into mark, his name is spelled M a RC like last name is anderson. I believe I changed the groups that were attached to him. And like I changed the office because he opted out of connect. So I had to update his practice office. And then I changed the group that’s attached to that practice location, unless I did something wrong.
Ashia Wallace (28:02) Yeah. See he’s not connected to the connect one anymore. He’s only connected to the general. So he should have fell out, but he didn’t so I went into that area that you were talking about. And I just tried to see if there was like another way for me to pull him out. I see that you could search the providers that are in the group, but there’s no way to take them out the group. Well, the team. Excuse me, where? Yeah, because of.
Collette Waddell (28:25) The way that team was created there’s a, if you don’t create the team using that attributes feature, then you’re just like adding team members like individually… but that’s not going.
Ashia Wallace (28:37) To work with, no, that’s not going to work.
Ashia Wallace (28:44) This now.
Collette Waddell (29:24) We’ll do some investigating on this… using mark anderson as the example here.
Ashia Wallace (29:37) Any, I haven’t been into the tasks yet, but, well, I guess let me just go into them and see if it’s been updated or if you know, any updates on them.
Ashia Wallace (29:54) I see they have PE in front of them, some of them, yes.
Collette Waddell (29:59) I still see.
Ashia Wallace (30:00) That there’s some admin tasks for cois,
Collette Waddell (30:14) Medicare, yeah, Asia, it looks like.
Desiree Maravilla (30:18) Mike sent a message… writing PE related feedback.
Ashia Wallace (30:24) Okay. Yeah.
Mike Manson (30:25) It sounds like we’ve got, I can’t give away too many details yet because I’ve got to just get with our leadership, but it sounds, I just got a real time slack. It sounds like we’re going to have some quick fixes to a couple of the.
Collette Waddell (30:40) so,
Mike Manson (30:40) good news on that front. I have a meeting with Lou on Thursday where we’re going to kind of go over everything, but I will keep you posted. You’ll hear from me later this week on like a readout of what we can do, okay?
Collette Waddell (30:51) Thank you. I got to.
Mike Manson (30:52) Jump to another call but I’ll talk to you all soon.
Collette Waddell (30:55) Thanks, thanks, Mike. Yeah, Asia, we’re going to, so as he said, there’s some internal things happening, some product stuff happening. So, and then.
Sarah-Dina Durand (31:07) Yeah.
Collette Waddell (31:09) Well, yeah. Well, I want to, and then I know we do, we’ll keep our Wednesday sync on there too unless you have, I mean, I’m good to continue to meet Wednesday morning. Yeah, that’s fine. Yeah. But yes, this was all being reviewed internally. I had to miss the meeting because I had to take my son last minute to a pediatrician appointment that was unexpected. And so I was just getting back on right before our call today, so I haven’t had a chance to connect with the team on the internal meetings. But… okay.
Collette Waddell (31:52) And then I don’t think blue’s on this call, she had emailed about the sipac license that is currently under review with the operations team as well as our product team. There was a question there. So it was from an email. So I just added it to this tracker here. Okay… go ahead. Oh, nothing Dana.
Desiree Maravilla (32:20) Parton’s file is set.
Collette Waddell (32:24) The.
Desiree Maravilla (32:25) situation where the provider didn’t respond or?
Collette Waddell (32:27) Yeah. Let me get this screen here.
Sarah-Dina Durand (32:47) This one I added and I did reach out to the support team to get it back in the queue. And there was no clear reason as to why there was no admin task. I think we implemented a new system where if we reach out to a provider for any pending items and if they don’t respond that we would take it over and medallion would set up an admin task for us to kind of do a last outreach on our end for archiving. But there was no clear. Okay.
Collette Waddell (33:24) I actually do see a reason on my end, this provider’s profile was deactivated. And when… yeah. So when the profile, when a provider’s profile is like deactivated from here, if there’s any open credentialing or license or payer enrollment request, any open requests out there or applications out there that are in flight at any kind of like any stage in the workflow, they’re automatically going to close and get archived, right? So it looks like.
Sarah-Dina Durand (34:01) I remember now, I remember that’s what the support person said, but I didn’t I asked who archived it. They said they couldn’t tell that. Is that something you can do on your end? I don’t know or who deactivated it or?
Collette Waddell (34:19) No… because I don’t have a clear, I know what you’re.
Desiree Maravilla (34:28) wouldn’t that internal monitoring be required for ncqa?
Collette Waddell (34:33) So, we don’t deactivate providers, right? But we would.
Desiree Maravilla (34:37) Need that reporting, right? For ncqa, like any type of like… editing or deletion or anything like to a cred file. So, like if somebody were to just randomly.
Sarah-Dina Durand (34:50) Yeah.
Collette Waddell (34:51) Actually, I just met with caritza and Lou on Friday to start really drilling down into the credentialing information, integrity and the data changes and stuff like that. So we are currently hold on. Somebody just posted something in the chat oh the audit log. Yes. So to answer your question, there is like an internal kind of raw data like audit log since we’re ncqa certified, we’re required to do our own audit and review of data changes to make sure that they’re you know, in line with the policies and everything like that. So that is done. And then after caritza and Lou and the meeting that I had with them, I did put an ask out there to see… if because you all are also getting your ncqa accreditation to see if there’s any sort of like that data that’s available because there isn’t to what I know of that. We’ve never for customers that delegate the credentialing to us. It’s not a known like data change log. Yeah. So I guess in this particular.
Sarah-Dina Durand (36:11) Instance like our onboarding team reached out to me asking why it was archived. And so the only other they’re the only team I think would make the provider would deactivate that provider. So I’m just kind of, yeah, I was just kind of curious about… it. Yeah.
Collette Waddell (36:39) It was deactivated on 10 21 that’s all like the date that the credentialing request was just logged as deactivated. I can put in an ask to see if geneering can find out who may have done that 10.
Sarah-Dina Durand (36:57) 21 as in like October?
Collette Waddell (36:59) October. Yeah. So it looks like here, there was a spring health team member on 10 14 that… was making some updates. And then… a week later, 10 21 is when the provider’s profile was deactivated.
Sarah-Dina Durand (37:27) That their credentialing start?
Collette Waddell (37:54) So, her credentialing?
Collette Waddell (38:08) So, I.
Sarah-Dina Durand (38:08) asked that because I wonder if the provider paused like onboarding and that’s when they were deactivated but then resumed they did.
Desiree Maravilla (38:20) Yeah, she started in June.
Collette Waddell (38:21) Of last year. Okay. So, I… don’t know offboarding ended.
Desiree Maravilla (38:31) On 10 21, it says… her current job is too busy. I guess.
Collette Waddell (38:41) You’re seeing you’re looking at something on your end, right? Yeah, I’m looking at her. So the,
Sarah-Dina Durand (38:49) credentialing file was submitted after it was archived. So then that’s I’m confused. I’m sorry?
Collette Waddell (38:56) No, no, no, you’re hold on. Let me get this.
Sarah-Dina Durand (39:00) But we don’t have to, I know if there’s other things to dive into, we can do that. Instead, I’m just,
Collette Waddell (39:05) well, it helps just to kind of work through like an example just so for just like the future.
Collette Waddell (39:19) So here you can. If you hover over the word archived, it’s going to tell you like it’ll say deactivated provider that’s an automatic like flag like that. Just the platform automatically does that the minute that profile is like deactivated under that members tab. And so this was, and then this outcome date, this is like the date that this file like went to this archive status. That was like the outcome if you will. So that’s what I was looking at when I said, oh 10 21. And that’s when she was deactivated because that’s when this credentialing request would have been deactivated at the same time. So she didn’t go through credentialing back then.
Collette Waddell (40:14) So, what I don’t know and I don’t have visibility in is like, was her file at like any other state in the work? You know what I mean? Like, was it in the ready or in the committee queue? Right? Well, I guess I could say that, are.
Jacqueline Jones (40:29) there any notes stemming?
Collette Waddell (40:33) From, because.
Jacqueline Jones (40:34) If I’m understanding correctly, it might be helpful in the future if they know, first of all, they have a heads up that something’s going to be archived and why if I’m understanding correctly?
Sarah-Dina Durand (40:44) Right, is.
Collette Waddell (40:45) That, right? Yeah. But we don’t archive for, well, let me correct that. We don’t deactivate providers. Okay? So that’s going to be somebody from the customer’s team who’ll deactivate. But you guys do archive… correct? The credentialing team will archive for non responsiveness, like if they can’t obtain something, but we’ve actually just recently put it to where. And I think Sarah, you might have mentioned somebody was speaking to this earlier, where now the credentialing team is going to task, you know, that item, you know, maybe up to three times for whatever it is that they’re needing. And if they’re not getting it, then they’re going to create an admin task alerting you because I flagged back to that back to them about like stop just archiving the files like without just like flagging it to you all first. So that’s what they’re doing now… you know, prevent like a file being like automatically archived if you will. But this one happened automatically the minute that the profile was deactivated.
Sarah-Dina Durand (42:04) So, if or when, if the provider is then reactivated, would that file still be archived? And they would have to be re requested? I’m assuming our onboarding team deactivated the provider because they off boarded. But then they reached out to us asking why the credentialing file was archived? And I didn’t have an answer to that. So I’m just trying to.
Collette Waddell (42:31) Understand the.
Sarah-Dina Durand (42:33) Process so that I can let them know like if they deactivate a provider and they had a pending credentialing file that will automatically be archived and they will have to resubmit it. I just want to educate them.
Collette Waddell (42:46) On that, correct? Correct. Yeah. So if there is an open file in process, this also just for awareness for future awareness… this also includes any scheduled re creds. So now it’s not applicable for the provider that we’re actually looking at right now because she never actually got all the way through her initial credentialing. So the platform didn’t already like have like a future re cred sitting in this queue. But if she had been deactivated then it would have also closed out the future re creds. So… like, okay, I deactivate a provider. And then like next week, it’s like they decided they changed their mind. They’re actually going to stay with us. So I need to reactivate them and let’s just say they’ve already been credentialed then we would need to, you would need to go in and just add like a future re credentialing because it doesn’t just bring it back.
Desiree Maravilla (43:52) Yeah. Okay. And that’s something that we can do on our end?
Collette Waddell (43:56) Yes.
Desiree Maravilla (44:01) Sarah, I’ll touch base with you on this provider after our call.
Sarah-Dina Durand (44:04) Okay. Sounds.
Collette Waddell (44:05) Good. There was one thing that I wanted to crap. I don’t remember. Okay, cool. Well, we.
Desiree Maravilla (44:16) have some pending items. If you get a update on them before next week, can you let us know? I will also be out of the office all of next week, but Lubna will be on the call. Yeah, I’m actually.
Collette Waddell (44:34) Also out of office and so happy… to move… our call to like if we can.
Desiree Maravilla (44:44) Are you just out on Monday?
Collette Waddell (44:47) No, I’m out like it’s the kids’ spring break and I’ve had this planned for like six months.
Desiree Maravilla (44:52) Got it. Well, if we can at least like on the urgent, more urgent pending items, get an update.
Collette Waddell (44:58) It’s fine. Yeah. So I’ll connect. I’ll work with Jacqueline as I get her kind of ramped up and caught up to speed on your account just holistically overall and we’ll work towards seeing if we can at the very least compile like an email update of some of these items that I need to go back and just check with different teams on in the case that.
Desiree Maravilla (45:23) There’s something like urgent and Lubna still wants to meet Jacqueline. Are you able to?
Sarah-Dina Durand (45:28) Yeah, I’m going to be?
Jacqueline Jones (45:29) Out as well. Unfortunately for most of next week, so.
Collette Waddell (45:38) I’ll work with Mike. I know Mike and Lou and Mike are meeting, but I will make sure Mike is just aware of scheduling. That should be great.
Desiree Maravilla (45:53) She can, if.
Collette Waddell (45:55) it’s.
Desiree Maravilla (45:55) something urgent.
Collette Waddell (45:57) Yeah, and he can get it to the right team or person, you know? Okay. Yeah. But I’ll I have a meeting with him tomorrow just to check in just to kind of catch up about all the things. So we’ll make sure like we talk to him about that. Okay? I just.
Desiree Maravilla (46:17) I’m going to put together my out of office plan and yeah, I’ll be like the kind of medallion person or like if I have to really escalate something. So I’ll just have it to where like Lubna can contact Mike in the case.
Collette Waddell (46:32) Yeah. And I’m going to leave the call on the calendar for now unless he tells me otherwise. But, okay. And I’ll make him like a co host so he can own, he can make updates to the series. I.
Desiree Maravilla (46:52) see, we’re out of time, but thank you.
Collette Waddell (46:54) Yeah, thank you guys. We’ll get some, we’ll work on these updates and get them over to you as soon as we can. Sounds good. Thank you so much.
Desiree Maravilla (47:04) Thank.
Collette Waddell (47:04) you.
Jacqueline Jones (47:05) so much. Bye bye.