Transcript
Alexander Smith (00:00) type of.
Jennifer Zervos (00:01) Something on your guys’s end to see how we’re going to handle this. That would definitely be appreciated. That’s… my only thing that I wanted to discuss Nicole, let.
Nichole Walker (00:13) Me see if Jack is jagger here. I.
Jennifer Zervos (00:17) Could ask jaga too on our meeting with him later today?
Nichole Walker (00:20) Yeah, because it looks like we don’t have jaga or dilly, and then are they going to be the two that we need to push, this issue too? Okay?
Jennifer Zervos (00:29) That’s fine. So we can always discuss it with jaga then because we have a meeting with him about alignment on the QC agents later today sounds.
Nichole Walker (00:38) Good. The big thing that I still have on my plate is the follow ups. I ran the numbers again this morning. Don’t look like very many people has opened my spreadsheet but looks like we have either follow up was done in the last two weeks or the it’s a bland AI source that we didn’t close out.
Nichole Walker (01:04) There’s 2043 of them on the list for the last 14 days in the zero to seven day bucket. That means that there was something done with these follow ups. They were either done the bland AI call did them. And we just didn’t close the task out 2043 out of this morning… confluent has a huge number, central Ohio has a huge number. Axia has a very large number. I need you guys as the management team to look into this village. MD has a lot paradigm has a lot. Deoria has a huge number. I put this out for you guys every day. I pull the numbers. I need to make sure that this is top priority for you guys. So that means in the zero to seven day bucket… I think there was 2,200 in there. 2000 of them have had follow up in the last 14 days. We’re just missing either the task being closed out or the bland AI note being closed out.
Nichole Walker (02:08) So everyone on this call, it is your responsibility to make sure these items are done. I’ve now pushed this for three weeks and I’m not seeing that if anything the numbers are going up, not going down. I really need you guys to make sure that you’re taking this as serious as possible. I have Derek and Nate now on my heels wanting to know why you, why the team can’t just simply close these tasks out. And I don’t have an answer for them. I’m doing a majority of the work for you guys. I’m pulling the numbers. I’m making sure that you have them every single day. There’s a column that tells you if it was a bland AI call there’s a column that tells you when the last notes were posted. So that means if we’ve posted the notes in the last 14 days, that means that there’s a task open whether it’s a current task or the task prior to. We need to make sure that they’re closed out like this is top priority. I need to make sure that everyone on this call knows it is everyone on this call’s, responsibility to look at your clients today. Please. Any questions on that?
Nichole Walker (03:19) Any questions at all? The next big thing is we have a couple of super escalated clients, one being pnps, one being forefront dermatology… and last week, I probably had 25 calls between these two clients. We need to make sure that anyone that’s on these on any clients. But on these two clients specifically that we’re making sure that the follow up is done accurately. We’re following project plans. If there’s a question on something that we are making sure that we’re asking and not just assuming again, like I said, these two clients are highly escalated. I actually have calls with their management staff for both of them today. So I just want to make sure that we are following up as we should, making sure that it’s meaningful follow up, making sure that the notes make sense. I just need to make sure that we have people right on top of all of these things. What do you guys have for me as a management team for today?
Nichole Walker (04:32) Nothing, nothing at all.
Alexander Smith (04:36) I just wanted to share that my concerns for confluent continue to grow. We have, I shared that, you know, kind of breakout with you and Sarah this morning in our team lead chat. Yeah, like we’re up over, let me get the numbers. It’s 430 critical apps, 230 nearing apps. Like we were under 100 in each bucket before handing it off to the medallion India team. So, and I’ve been asking the last, several days for, you know, kind of a burndown plan. I was told that individuals were going to be working this weekend and I got on and numbers were even greater than they were on Friday. So I’m just, I’m a little lost as to what I can possibly do.
Nichole Walker (05:32) Students. I think that we need to follow Dilla, see that you’re on is jaga joining this morning?
Alexander Smith (05:47) Hi, Nicole. No out of Roswell.
Merged Audio (05:54) I also cross verified the confluent work application side work folks. Yes, there is some huge increase of amount. But because of QVC almost we have 177 tasks showing in the QVC side in the confluent. So right now, in the commercial side, we have 200 line. And as everyone know that for the confluent, we have assigned a new team and they are still in the ramp up phase. So that’s why the count, the work is not that much as we accepted. But yes, the team is still working on that team is still learning the process because as persons don’t want to be rushed and to submit incorrect application in the confluent side. That’s why every application we cross verify and share to QVC department. After we go to QVC completion, then the agent going to submit application that’s why the count is showing high.
Alexander Smith (06:49) Yeah, no, I can get that. But, you know, there’s 200, some applications and like I said, that are commercial and just need to be submitted. And like I said, these numbers continue to grow day over day and we have alternate agents that are willing to assist. So, you know, Nicole, if it’s okay with you, Sarah, if it’s okay with you, I would highly suggest pulling in a team of alternate agents to get through these numbers because it’s constantly.
Alexander Smith (07:20) Something that is brought up on our, you know, weekly internal sinks. And with confluent, we meet twice a week and every meeting it’s you know, what’s the plan, what’s the plan? And, you know, we don’t ever really have a set in stone plan other than what we’re going to get through.
Nichole Walker (07:37) I think that we need to fill, we need to circle back. I know Jack, I was out all last week due to a family emergency. So I need to circle him back in on this. We can pull alternate agents in for this week, but that’s all that we can have them for josh. What was you going to say? I?
Josh Frankel (07:53) Was just going to say what sankit said about QC is legitimate. The agent that usually works on a lot of the medicaid applications for confluent. Was out all of last week. The traditional coverage that we usually have was kind of redeployed to help on forefront. So there are a bunch of lines that were held in QC for confluent.
Nichole Walker (08:16) So, Alex, a lot of them seems like they’re not really, they’re really worked. We’re just waiting for QC to finish their course.
Alexander Smith (08:25) Yeah. I mean that’s like 100 out of like probably 700… we.
Josh Frankel (08:35) Are clearing out the backlog on QC this morning. I’ve been communicating with the agent who does work on a lot of it, and we’ll be in touch with you guys if there are any like priority lines that like have to go right away, just like let us know. So I’m assuming they’re going to be in the critical bucket so we can take a look at those ASAP.
Alexander Smith (08:55) Appreciate you Dan.
Nichole Walker (09:02) Okay. I need to circle back with jagga on this, but we can deploy Alec to, I think shiv’s out until he was going to be late. That’s why I moved this, but he’s going to be even later. So let’s ask him if he can deploy a handful of people for this week to try to get some of these numbers under control.
Alexander Smith (09:19) Perfect. Yeah, I’ll work with Manpreet and get his name together.
Merged Audio (09:23) I also have one point on that from the last week, some of the agents ultimately have worked in the confluent. So the, what, exactly the reason the, we are two agents are working there is very duplicate work is going on. So it’s any possibility. So we can in the morning, we can assign the task. This one need to be worked by India team. And this one need to be worked by alternative is very useful because I got a lot of complaints from the agent after they review everything after they send a line to QC department on the main time alternative application. Yeah, they had the experience. Yeah, I.
Alexander Smith (10:04) mean, like truly, we’re gonna have to work together ultimate, medallion, India. I don’t really have the bandwidth currently to break… out all the lists for both medallion India and, for ultimate to submit. If you guys want to work together, to come up with exactly what everybody’s gonna do. Like I’m on board with that. But… yeah, I can help. Let me, let’s.
Nichole Walker (10:30) just have the team leads work together. I mean, you guys are more than capable than them coming up with a plan. I don’t want you guys overworking one another. But if we are truly this far behind and, we really, because now confluent is escalated probably due to these issues because they’re seeing a decline which we knew it was going to be a little bit of a slow process switching from ultimate to medallion India. But this is a significant one. Again. I know that jag has been out and we need to loop him back in and let’s you know, I have a call with him today and I’ll make sure that I escalate these issues with him. But if you guys can just make sure that y’all work together. So y’all, are not overworking one another whether it’s on a, no, I’m not, you know, I hate to say a spreadsheet because I don’t want anyone working off of the spreadsheet but we are not updating the distribution list. Alex. They’re going to have to get to work somewhere else but because we can’t go back and forth on updating it, that way they can pull people’s queues, whatever else they need to do.
Alexander Smith (11:29) Agreed. Yeah. I mean, let me know where I can assist and I’m more than happy to like if you guys want to have a quick meeting to like discuss something more than happy to just throw some time on my schedule.
Nichole Walker (11:44) Yeah, sure. Go ahead. Does anyone have anything else for us… next week? When jag is back? We’ll have more of a game plan I would like to. I’m sorry to interrupt.
Jennifer Zervos (12:02) Actually, jagadish is logged in today and we have opened a new office in Chennai. He’s working from that office, but there is a power outage due to that. His laptop got shut down. Maybe in some time he’ll be back.
Nichole Walker (12:16) Okay. Yeah. Just whenever he’s back on, yeah, just have him reach out.
Dilli Babu V (12:23) Hi, Nicole. Good morning. I just want to let you know one thing. Sorry, I was late. I was in Chennai office right now setting up everything to the users. So that’s why he said there was a power consumption over here.
Dilli Babu V (12:38) So we are just doing something on that and I just want to let you know one thing regarding sigma. So when I click on sigma. So when I check the agent’s name where I can see unassigned in the sigma, now we cannot probably go and share go and update the specialist name in Madagascar, it will be pulling up from sigma. So what happens now in sigma, there is a term called unassigned. So it is available. When I click on that line, it is already assigned example in a critical page of follow up. So it was assigned to some agents like dilibabu in medallionpool, but it is showing in sigma as unassigned. So when we pull dilibabu as a name, and when you click on search, it is not showing in my bucket. So.
Nichole Walker (13:36) I wonder if it’s a bug in sigma. So can we log this and get it escalated to Patrick and Andrew actually?
Dilli Babu V (13:47) I informed Patrick regarding a blank call. I had a connect with him. So what is going on? And I shared the sheet of the zero to 50 plus what we are doing it and he confirmed, yes, there will be discrepancies on this blank call that’s why it’s been dipping in a blank call. So that’s what later he has featured in sigma with that date seven to 14. If you can able to see that in follow up. So let me share you the screen also.
Alexander Smith (14:15) Is there somebody assigned to that specific payer and client in the distribution?
Nichole Walker (14:22) Yes. Alex. Okay. The only reason why I wouldn’t auto assign is if it’s a custom payer, and custom payers. I have to go back and manually do myself. So, I’m not understanding Alex, do you understand why it’s not pulling?
Alexander Smith (14:38) Not really. Maybe if I can see.
Nichole Walker (14:42) Can you share your screen and show us?
Dilli Babu V (14:46) Yes. Are you able to view my screen?
Nichole Walker (14:48) Right now? Yeah. Okay.
Dilli Babu V (14:51) So on blank call situation, I informed… Patrick and says like this, so we are working on the sheet as per sigma so which we are getting into pull where we are not available with this blank call link. Then he has given this new future call day to do buckets. And then I informed like, okay, here, we can find zero to seven seven to say it’s loading right now. So zero to seven seven to four. Yeah, you can see here the dates. So when they filter the assignee’s name here and they can choose, how many lines they have and they can click on that and they can work start, they can start their work information. So meanwhile on Friday, I have given this information. And meanwhile, I have given the same information like regarding this follow up.
Dilli Babu V (16:10) I’m sorry, it’s… loading very slow in my system today. You’re good.
Dilli Babu V (16:38) I didn’t see Anna sign today.
Merged Audio (16:42) Yeah, I,
Alexander Smith (16:43) was gonna say you’re not filtered down by any specific organizations in there. I guarantee you that anytime you’re seeing unassigned is somebody is not assigned to that specific client and payer in the payer distribution, that would be a 95 percent guess on my end, but almost certain that that’s going to be the case.
Dilli Babu V (17:09) When I show to Patrick, there was more of unassigned lines and when I click on that unassigned line, it is showing the correct username in medallion. But when I click on here, it is showing unassigned. When I pull from that username here, that line is not showing in their bucket. So that’s what I said to Patrick. I don’t know whether he has worked on it. So he informed Nicole also, I guess he said that he will inform Nicole on that.
Jennifer Zervos (17:39) Yeah.
Alexander Smith (17:40) I mean, if you continue to see those again, you can send them my way. I can take a peek as well. And just like cross verify with the payer distributions and everything. But that would be my best educated guess would be that, but, you know, I’m not saying that.
Dilli Babu V (17:56) Sure. Yeah, here it is. I got it. I got it here. It is… yeah.
Nichole Walker (18:02) I mean, everything should pay from the distribution list that’s why it’s so important that the distribution list is always updated because if not, then there’s going to be items sitting in people’s queue that they shouldn’t be working or whatever the case may be like right now, in unassigned. I have 57 rows mainly for confluent. These are ent, experity, these are Theoria. These are items that was on hold that come off that they put a custom payer name in. So I’ll have to manually go assign them out or it means that the distribution list is not updated and it pulls into this report that I have to manually update. I think on Friday, Sarah and I looked and there was like 3,600 lines in this bucket. So that’s why it’s super important that the distribution list is always updated… Jennifer go.
Jennifer Zervos (18:53) Ahead. I have the same issue too. For when it’s… not getting updated specifically for QC specifically for when new hires start, we’re running into the same issue where we can’t update the QC. On our end. I know Nicole, we’re already aligned on that. We have the meeting later today with jaga just kind of like to say it here as well. It affects multiple departments when it’s not updated properly… that.
Dilli Babu V (19:18) Is correct. That did look like a lot of.
Alexander Smith (19:21) confluence that were unassigned though, and I know I just went through and checked those. So let me double check on that.
Nichole Walker (19:28) Okay. Well, I think like custom pair names that looks like this one says blue, medicare tricare west. And then it says MHS slash Kentucky. So I think these are things that were on hold and you know, we now they can’t do custom pair names anymore, but because they still could. And that’s why they’re pulling on this list for me to manually update.
Jennifer Zervos (19:53) And.
Dilli Babu V (19:53) Alexa, as you said like, so here is the confluent. I have an example tricare west which is under Ashwin. When I click on here, it’s showing… Ashwin’s name here, but we.
Alexander Smith (20:10) don’t pay attention to who it’s assigned to in medallion. We don’t care about that.
Nichole Walker (20:15) Yeah, medallion, whatever is in medallion. We don’t care. We are no longer using that status. It will no longer pull in… sigma, does not, the distribution list does not talk to the platform. So if it’s assigned to someone in medallion that’s wrong, like everything should be on the distribution list going forward.
Dilli Babu V (20:37) Correct. It is available under S one’s name. I guess sankit, can you please tell me like for tricad, who is the concerned person… for confluent?
Merged Audio (20:53) Yeah, Nicole. So this is sindip, since we are discussing about sigma and medallion, I have a like I have a few questions regarding the recent updates, what we received in sigma. So, if.
Dilli Babu V (21:08) I.
Merged Audio (21:09) see there is an intake complete clients, then we have to move that to the assigned status. Yes or no, maybe?
Nichole Walker (21:16) If it’s a, if the intake complete is now a workable status, so it’ll automatically filter in sigma queues. You don’t have to change the status anymore.
Merged Audio (21:25) Yeah. So in that case, I have, I hold some lines in sigma. So intake complete, we’re charging 47 and the pay distribution also updated as per sigma, but the lines were not moved to the required specialist and it is showing an unassigned still.
Alexander Smith (21:48) Yeah. I think something might be going on with sigma because.
Merged Audio (21:53) I can share my screen so that you will have a clear understanding.
Dilli Babu V (22:01) Likewise, Nicole. So I have, we have more lines regarding that unassigned things because.
Merged Audio (22:06) if you see as.
Dilli Babu V (22:07) really one?
Merged Audio (22:10) Minute delay. So I please allow me for five minutes because I’m facing this issue from last two, three days. Nicole, you can see here it is intake complete and it was completed on… three 30. And yesterday, I have few lines which is older lines. I’ll check and I’ll let you know. So this clients will not.
Merged Audio (22:42) Listen.
Nichole Walker (22:42) For one second, intake, all these are flipped today. So if it’s intake complete, then it’s now in a workable status. So it wouldn’t have been there yesterday because there was, it didn’t flip until today. Does that make sense? Okay?
Merged Audio (23:00) So, how many days it will take? Yeah. So, how many days it will take to send a particular person by automatic by, as per sigma? How?
Nichole Walker (23:12) Many days, what to?
Alexander Smith (23:15) Assign to the correct agent like in sigma?
Nichole Walker (23:19) Yeah, it should automatically be assigned to the correct person in sigma. I.
Alexander Smith (23:23) think there’s I think there’s an issue going on with sigma right now because looking at all those unassigned for confluence, I know there’s there was individual sign assigned in those distributions for those specific payers, but.
Nichole Walker (23:35) not for the ones that are on this unassigned outputs there, but.
Alexander Smith (23:40) But you can’t add new custom payer names. So if they’re truly in intake complete or assigned, then they’re probably not custom payer names. Yeah… unless they’re in the follow up work, you, that is, yeah.
Nichole Walker (23:56) There’s a lot on here for this. I’m trying to pull it from my phone so I can see it. I think we just need to get a message to Pat to see, if he sees any issue on it. I mean, it should essentially be right… off the bat like whatever in the distribution list it should auto assign to that person automatically. Okay?
Merged Audio (24:23) Okay. And additionally, if any follow up person is selecting as require required additional information or like corrections needed as per the follow up information. And if they move that to R for M after, for example, after some time and to say one or two, three hours, it is again going to a follow up status, not showing as R forum for some lines that was already, I sent a message in the channel and Alex also reviewed it.
Alexander Smith (24:58) Can you say that again? Yeah.
Nichole Walker (25:00) I don’t understand that last part.
Merged Audio (25:05) Yeah. The status for our forum is again changing to the follow up by default and the user is showing as a medallion staff.
Merged Audio (25:21) Yeah.
Alexander Smith (25:22) I get a little confused when the medallion staff gets thrown in there. But, on that note, just make sure that the team anytime. And I’m not sure if this is going to solve your question, but make sure anytime that the team is throwing the request into a ready for medallion review status, anytime they are submitting that additional information or submitting that resubmission or anything, make sure they’re completing the follow up task directly after that directly after doing that, it will be, it will either say information submitted or app resubmitted that’s another one of those follow up tests that aren’t getting completed. So I don’t know if that answered your question or not.
Merged Audio (26:05) One minute.
Dilli Babu V (26:13) Actually, I like, so like not only one file or two files, we are getting more than this like this because whenever it’s been moving to R for a month, it’s already been, again, it’s moving back to follow up on submitted application. If the status is moving follow back on submitted application as per sigma. Again, the concern for user of follow up will again will have a request. Okay?
Alexander Smith (26:39) So, it’s, the status isn’t changing in medallion or in sigma, it’s not going to the correct work queue. Yes.
Merged Audio (26:49) In medallion, but.
Dilli Babu V (26:50) In.
Alexander Smith (26:52) medallion, it’s in ready for medallion review. It’s just in the follow up work queue, correct sounds to me like maybe you need to either give it a little more time for it to show in the app submission work queue, being in a ready for medallion review status or might need to flag Patrick on that. Yeah.
Nichole Walker (27:10) I think we need to pack flag Patrick on that.
Merged Audio (27:17) Okay. And like, can you please suggest Patrick? Like if any update we receive in sigma or in medallion, can we have a like detail estimation? Like what is the new update we received and how we have to follow that? Like since we, in the last week we followed a, we face the issue like we can or I’m unable to change the specialist name or any changes due to some restrictions due to the update in the medallion that we are unable unaware of it. So if can suggest them to send an email or any slack messages that these are the updates we’ve done in medallion and sigma as well.
Merged Audio (28:05) I.
Nichole Walker (28:05) don’t know that. I mean, I think that we just need to, first of all, we need to figure out what’s going on with it. I mean clearly there’s a disconnect somewhere… but I just want everyone on this call to understand medallion working at a medallion is not an option anymore. You have, they have to work out a platform. So there’s a reason why it’s hindering them from pulling stuff from sigma. Then we need to fix that. We need to get with Patrick Ray Kendall, who, whatever department that, that’s over, but we can’t have them continuing to pull from platform. The assignment platform is fixing to go away, that will be going away this week. We’ll no longer see that who is assigned to a platform going forward that’s… a future that will be turned off. All right. I have to jump for another fall. If we’re still seeing these issues, please let’s make sure that we’re logging them and that we’re making sure they’re appropriate people’s, on the follow up. All right. Thank you guys. Thank.
Merged Audio (29:10) you. Thank you. Happy Monday, bye.