Transcript
Leigh Howle (00:00) hey, Catherine. Hi.
Catherine Tien (00:01) How are you doing?
Leigh Howle (00:03) Good. How are you?
Catherine Tien (00:04) Pretty good. I saw you were asking for some missing items in our shared… agenda. The first one I saw that’s the easiest Justine, Kim, you said need Coi, I see it in the profile. I’m wondering, was there something about it that was incorrect? Oh, wait, I just opened it and I see it’s a random document. Let me swap that out. Okay? Perfect.
Catherine Tien (00:48) Okay. I just swapped that. Thank you for catching that.
Leigh Howle (00:54) You’re welcome. Yes. So, I will send that over to the credentialing team for processing and just let them know that that’s been updated.
Catherine Tien (01:03) Okay. Thank you. I’ll close out that task as well.
Leigh Howle (01:16) Awesome.
Leigh Howle (01:31) Yeah. So on the other ones, like on the gap in employment, the license verification, I just wanted to flag these. Some of these were just created recently. And so I did notice your team was working on it as well. Like in the one for Edwin Wu, there’s a call attachment listed in the task, but it’s still open and I just wasn’t sure if there’s additional information that is going to be added into that task?
Catherine Tien (02:05) Yeah. Let me check.
Catherine Tien (02:14) Edwin Wu.
Catherine Tien (02:19) Do you mind telling me what you see for Edwin? Because I don’t see tasks for them?
Leigh Howle (02:25) Oh, sure. Let me just share my screen and I’ll go under the credentialing. Okay. Thank you.
Leigh Howle (02:49) Oh, let me hold on just a second.
Leigh Howle (02:57) I was trying to log in as admin that did not work the way I expected it to.
Catherine Tien (03:02) No worries. I’m just looking through the other names you mentioned.
Leigh Howle (03:05) Okay.
Leigh Howle (03:19) There we go. That is better.
Leigh Howle (03:27) It’s still loading. Okay. Now, I can share my screen.
Leigh Howle (03:36) And so, basically, I just went to the application complete section to pull up all the applications that have been completed in the provider’s profiles. And then when I go down to Edwin Wu down here on the bottom on the left hand side, I click the plus sign. I swear, I thought it was there. It was there. I promise. Okay. Maybe was it David?
Catherine Tien (04:08) I see David’s okay. Maybe there was something that sometimes I feel like medallion will flag something and then they kind of resolve it. I wonder if that’s what happened?
Leigh Howle (04:24) Yeah, that could be. I wish I would have opened that attachment a little bit more, but on the right hand side, it was an attachment and it said like call snip… or screenshot and I was like, huh, that’s a little unusual, but there’s nothing here under David’s just today at… this morning. I guess at 451 emailed the provider for this. So just wanted to bring it to your attention.
Catherine Tien (04:53) Yes. Thank you. You’re welcome. Yeah, that’s yeah, edgen from my team that’s she’s like the one following up with these folks?
Leigh Howle (05:04) Awesome. I’m glad you have some help. Yeah.
Catherine Tien (05:10) And so, VT, so you, what you had caught was VT licensure has a call attachment. I’m just gonna look at Edwin’s Vermont license just to see if anything else comes… up. It does say pending manual verification?
Catherine Tien (05:39) Yeah. Maybe medallion had flagged it and now they just moved it into like a manual verification status or something?
Leigh Howle (05:49) Right. That makes sense.
Leigh Howle (06:10) I mean, it’s active until 11 30 26, and… there’s not under verification. It does say, yeah, pending manual verification on March 20 seventh.
Catherine Tien (06:42) And then I see you have one… more person, Nelia, miller?
Leigh Howle (07:00) Yeah. Okay. Well, this is still in progress then for the manual verification for Vermont. So I’ll just go ahead and cross that one off our agenda.
Catherine Tien (07:12) Yeah, that sounds good. So, talking about Nelia, I’m looking at the note that edgen from my team provided. So I know what you flagged is medallion said that the Massachusetts license is approaching expiration… and edgen gave a note back saying that the provider actually doesn’t know if they’re planning to renew it?
Catherine Tien (07:46) So, can they just keep going forward with this? Because basically the provider is not like potentially never going to renew the license. So.
Leigh Howle (07:59) Yeah, I know that if the license is marked as pending… credentialing, can move forward with the process. Usually if it’s active or inactive, it does require that verification step.
Catherine Tien (08:19) I guess, so it’s expiring in five days, And as of right now, the provider is not going to renew it. So it’s just going to be expired. Yeah. So I guess I don’t understand what medallion’s waiting for because this isn’t going to change in five days. It’s going to, it’s going to be allowed to expire in five days.
Leigh Howle (08:46) Right. And it’s active as of right now. So, yeah. Is there a note in that task explaining this? Yeah.
Catherine Tien (08:55) Okay. I’ll go ahead. Sorry, go ahead, no.
Leigh Howle (08:59) You, go ahead. You’re you’re already there? I’m.
Catherine Tien (09:02) just wondering if we’re thinking the same thing. Like to just ask them to keep going with credentialing because like… this is.
Leigh Howle (09:14) Yes, that was, that’s exactly what I was thinking. And just with the preface that the provider is, it expires in five days, the provider is not planning on renewing it. So, after, you know, whatever it is, April fifth or whatever it’s just going to become inactive, you know, anyway, yeah.
Catherine Tien (09:37) That makes sense. And this is specifically, this is Nelia, miller.
Catherine Tien (10:04) Okay. I did the same. I completed the task on my end awesome.
Leigh Howle (10:10) Okay. I’ll let them know. Thank you.
Leigh Howle (10:17) I think that covers everything there’s people who.
Catherine Tien (10:22) I don’t know if they’re already in your list of people that you sent to cred, Michael devisser. I think he got completed relatively recently.
Leigh Howle (10:40) Okay. He shows him the ready. Yeah, it shows app completed March 26. So he’s ready or? Sorry, he’s the request is in the queue to be worked and.
Catherine Tien (10:51) Then one more person then Teresa Walsh. So she is 94 percent complete. So I don’t think she would show up in your filter, but she’s literally only missing that last attestation. Is that something the cred team can get going on while we chase her for that one last signature?
Leigh Howle (11:19) If it is, let me find her, Teresa wash here we go.
Leigh Howle (11:35) So this, yeah, this is the one that’s needed. So the profile data attestation has to be signed within the last 120 days in order for credentialing to go forward? Okay?
Catherine Tien (11:50) So, these, the two above, like do they, does medallion need for example? Yeah, that one, the caqh one, no.
Leigh Howle (12:04) If we’re not working caqh or any management with this or PE, you know, nothing like that, but this is the profile data attestation is the only one that’s required for credentialing even.
Catherine Tien (12:16) The agreement to update data above it or, I mean, I guess, why? Yeah, like why aren’t the other ones really that much needed? Yeah?
Leigh Howle (12:24) I can send you a like a breakdown of when these are required but in the power of attorney and authorization, I think this, let me read into it. I believe. Yeah, Paco, caqh, this is for PE. I… don’t see anything referencing cred. And I’ve always been told for credentialing that this profile data attestation is the one that they require. I.
Catherine Tien (12:55) See. Okay, that’s actually really good for me to know just in general because I never really understood, but like knowing that last one’s the only real one needed for cred, that’s very useful. Thank you. You’re.
Leigh Howle (13:12) welcome. And I’ll make a note to send over the profile like instructions attestations on when they’re due, and it kind of it breaks it down a little bit. And so I’ll send that over to you. That might be.
Catherine Tien (13:25) Helpful. So once Teresa Walsh then finishes that one, should I like tell you or like what’s the best way to make sure she is, you know, like, in the cube after this is done, because she’s one of our physicians who has 51 licenses. So we really want her to get onto patient care as fast as possible. Yeah.
Leigh Howle (13:52) As soon as she signs, I would send it over to the support team and CC me on it and ask that she be included in that credentialing list of providers for processing by this Friday. Okay?
Catherine Tien (14:03) That makes sense. Thank you.
Leigh Howle (14:05) You’re welcome?
Catherine Tien (14:21) And then I think that was all like the provider specific stuff… but I know you had left a couple more notes about some of these other things. Yes.
Leigh Howle (14:35) I did so, I guess to go to the disclosure attachments missing in the admin cred files, I saw the email address. I mean, the email that you sent and I was hoping that you could give me a little more clarification. So when a provider answers, yes, on the disclosure they?
Catherine Tien (14:55) Can.
Leigh Howle (14:55) type free text in that in the box with the explanation to it, right? So, is there I, there’s a, I haven’t seen it, but there must be an option to attach a PDF in there, exactly?
Catherine Tien (15:12) Yeah. Let me, let me find you an example. One second. Okay?
Catherine Tien (15:22) Okay. So I’m gonna share my screen instead?
Catherine Tien (15:38) Okay. So this is somebody who like has not finished their profile at all. They’re like halfway done. So medallion hasn’t verified anything yet. They don’t have a cred file like they’re in the beginning of this process. And so they see all of the tabs that we expect including this disclosure question one. And the provider would be clicking yes or no, whatever. And if they, for example, have ever been arrested, they would say yes, and then they would be required to add something. And then usually there’s like upload attachments. It’s not doing it. Now. I don’t know why, but historically there has been an upload button here and they would upload some sort of document. So some of them end up writing a lengthy narrative in this section, but some of them will say see attachment because there was a button to upload an attachment and they’d rather just upload their lawyer’s statement or a court document or whatever it was versus typing it all out. And so this whole tab for some reason and let me just make this no. So I’m not messing up their thing. But this disclosure question tab is just like gone for anybody who made it all the way through the medallion verification. Like you can see how it’s just not there, which is super weird because it used to be there like it’s just not there. Like it would have been between documents and agreements disclosure questions. And it’s like that tab is just totally gone.
Leigh Howle (17:32) Okay. That definitely explains it much better. So.
Leigh Howle (17:45) Where did it go? Is the information embedded? I know in the profile, the provider profile was updated a few months ago. Some of the information under the first tab, that basic info got separated out into professional info and it moved around a little bit. So, let me get with the credentialing team and just find out where this data is housed. And then I’ll get back to you with that information. Sounds.
Catherine Tien (18:14) good. And like for example, like Sasha Davidson, her, she’s currently in committee and she’s stuck there because I can’t open a tab that doesn’t exist currently, but I know she filled it out because I can see in her crud file, she filled out all her disclosure questions. So it feels like at least just from my view, I can’t see it. I’m actually curious like if you were to take over Sasha Davidson as the provider, I’m wondering if you can see her disclosure tab and maybe even whatever she uploaded.
Leigh Howle (18:53) Okay. That’s a good idea. Let me log out of the admin account and log… into her account.
Leigh Howle (19:33) Let me see if I can find her under mine. Is it just her profile?
Catherine Tien (19:40) It’s everybody who has passed through verifications. This has become a bug for everybody after that. So like even people who have been approved like the, you know, 600 some people we have approved, like, I don’t see that tab of disclosure questions anymore.
Leigh Howle (20:02) Okay. Yeah, I don’t see it either. And I did reach out to our manager and support and intake and asked if flipping that switch to remove those other service requirement requests, you know, if that had changed it and I’ll circle back with her and find out. And okay, let me.
Leigh Howle (21:03) Okay. I can share my screen. So I did log into her medallion profile and it doesn’t have the disclosure question information listed with the options to answer those questions on the left hand side. So it’s the same modules that we view within the provider profile as well.
Catherine Tien (21:22) I’m waiting for the screen share to show up. Oh, okay. Yeah. Okay. So even as her, it’s disappeared but she filled it out before she went through credentialing, it’s just for some reason, it’s disappeared from her view from the admin’s view, just from everybody’s view. Yeah.
Leigh Howle (21:46) Let me get back to you on that one. Now that I have more context around what exactly the issue is like the root cause I’ll be able to go and find out a little bit more on how to get this corrected. So in the actual, you know, I had shared the screenshot of the credentialing file itself. So within those questions, she answered, yes. So we can view that. But any attachment we won’t be able to see, right?
Catherine Tien (22:17) Exactly. And like for Sasha, in particular, she answered with no details. She just literally said see attachment. So like I, you know, like she gave us like nothing to work with.
Leigh Howle (22:31) Okay. Yeah, I will, I’ll definitely send an email as soon as we get off, I’ll reach out to our manager and try to get some more information on it. It’s just so weird. And it did happen right about the same time that switch was flipped. Yeah. So it makes it could be connected, it might not, you know, but yeah, I’ll definitely keep you updated. I.
Catherine Tien (22:56) Had given you some screenshots. Do you want me to? I’m… trying to like, let me give you like, I don’t know if you need more screenshots from me, but I don’t know if what I just showed you would be helpful to reiterate here one second.
Catherine Tien (23:26) I’m putting it in our shared… document.
Catherine Tien (23:46) So, yeah, in our shared tab… I put the screenshot, let’s see.
Leigh Howle (23:57) I see it and.
Catherine Tien (23:59) I’m gonna show you.
Catherine Tien (25:02) Very ugly, but it’s.
Leigh Howle (25:07) fine. There.
Catherine Tien (25:09) We go there.
Leigh Howle (25:11) We go.
Catherine Tien (25:19) Okay. I think, that should, I think make it more clear like how it’s changed and at what point it goes missing for some reason, yes, that is helpful.
Catherine Tien (25:44) Okay. I think, yes, go ahead. Well.
Leigh Howle (25:49) Just same thing on the bulk Coi request. I think that’s been completed, right? We can. Yeah.
Catherine Tien (25:55) There’s there’s nothing else to do there. So I don’t fully understand what they’ve been asked to do, but I think there is nothing to do, yes.
Leigh Howle (26:08) Okay. I got it. So on this one, you know, I thought it was a great idea to allow you as an admin like next year when you do get the updated cois, just to do a bulk import for all of your providers, so that those are in their profiles or if you have a group, you could just do that bulk update. So I did, I thought it was a good idea. So I submitted a ticket to epd and asked if it was possible for like all customers to have the option to do the bulk update and they did come back and just say that, you know, it is not a high priority right now. And there it’s not blocking any work. So, it’s on their list of tickets to work at some point. And so I just wanted to share that with you.
Catherine Tien (26:59) Okay. Cool. Yeah, thank you. Yeah.
Leigh Howle (27:04) And thank you for sharing the volume. I sent that over to our credentialing manager and director of ops. So they are aware and they can staff appropriately to handle that increase in volume?
Catherine Tien (27:17) Cool. Thank you so much. Thank.
Leigh Howle (27:19) You. Yeah, awesome. And yeah, that was all that I had. Did you have anything else? No that?
Catherine Tien (27:27) Was it? Thank you so much for noting all those, you know, like things that came up and were getting people stuck. I appreciate going through that with you. And also for looking into this whole disclosure question and going disappearing after cred, thank you for looking into that. Yeah.
Leigh Howle (27:46) Absolutely. And thank you. I appreciate our partnership and collaboration and so, yeah, we’ll just, we’ll keep moving forward and keep the credentialing files going strong. And so, all right. Well, I hope you have a great rest of your week, thank.
Catherine Tien (28:02) You so much. Thanks.
Leigh Howle (28:03) Catherine. All right.