Transcript
James Donachie (00:00) hey, Cindy, can you hear me?
Cindy Craddock (00:01) Yes, I can. Can you hear me? I.
James Donachie (00:04) Can hang on one second. Let’s find out what’s going on. My headphones are acting funny. I can hear you. Okay. How was your pto? It?
Cindy Craddock (00:16) Was good. I needed some time off. It’s been something over here in my neck of the woods.
James Donachie (00:24) Yeah. You’re you’re kind of like a one man band over there a little bit, right?
Cindy Craddock (00:29) I really am. I mean, I’ve been with Arista for a long time. Probably, I mean, like 10 years and I started off kind of heading up this whole nurse offering that we have for the nurses doing the front end work, for consult submission for the providers and, but small startup companies. So then I’ve kind of had my hand in like workflows and new client implementations and training and quality, and now specialty management, which I took over just a year ago, and I had no experience with credentialing or anything. So now I’m doing like all the credentialing recruiting, specialist management, you know, payer enrollment, all these different things. And we didn’t have all these different, it was pretty much like this until I took over, you know, like our old, yeah, basically like maintain the same ones we had. We weren’t hiring, we weren’t firing, we weren’t doing payer enrollment. So it’s just exploded. And anyway… that’s where I’m at now. Where’d.
James Donachie (01:25) you go on for pto?
Cindy Craddock (01:27) Oh, I just went to vegas. We go there quite a bit. My husband usually, we just get free rooms and I don’t gamble at all, but I just like to go have good food, sunshine shopping spa, you know, just, we live in a really small town in Kansas and there’s no shopping, no good food, nowhere to go. So it’s and it’s just really easy to get there for us. It’s just that we can take a direct flight and it’s just easy. So we always wind up going there because it’s like no brainer easy.
James Donachie (01:53) Yeah, that’s super fun. There are a lot of different activities to do in vegas outside of gambling, I don’t think.
Cindy Craddock (02:02) People. Yeah, for sure. I don’t gamble at all. I just like to have a good meal and really we went to do nothing. Actually, I take that back. We own a winery. And so we actually, the reason we went that week is they had the bar and restaurant convention. Okay? It really wasn’t worth going to. We were just kind of looking to see like, is there any new? Cool? Like I don’t know like slushie machines for our wine slushies. We kind of have a love hate relationship with the ones we have, and we’re like maybe we can find like a good new vendor for that. Just things like that, but it was kind of just, I don’t know, we bought tickets and just walked through it, but that really wasn’t.
James Donachie (02:34) was it at one of the nice hotels?
Cindy Craddock (02:37) It was at the convention center? Okay? And so a lot of it was restaurant. I mean, people were getting like tanked there. They were like trialing all the tequila and all that. And I just was, I don’t know. We just went to kind of see, I mean, like our payment system, people were there square that we used. So I got to talk to them and see what new equipment there was. I mean, it was a little helpful but not knowing what I know now, I wouldn’t have booked a trip specifically for that, but we wanted to go anyway and relax. So it all worked out.
James Donachie (03:03) Yeah, I worked on an event management software. Oh, nice eight years ago now and it was… yeah, I would go to vegas a lot for all the different events. And then I realized that like not every hotel property is the same, not every.
Cindy Craddock (03:23) No, we usually stay at the Wynn. Now, this time we had a better deal. The Wynn’s just pricey. I mean, you get what you pay for and it’s like super, yeah, super nice.
Cindy Craddock (03:34) And we typically stay there, but this time we had like full 100 percent free at bellagio which is also nice. So we stayed there, it’s a little bit more crowded and stuff. But, and one of the pools we like to go to at the Wynn wasn’t open.
Cindy Craddock (03:47) So the bellagio has a better? Okay. And it was sunny there. So that was the easy decision, but we stayed at one of the two of those. So where do you usually stay? Where did you usually go when you went to random places? Yeah.
James Donachie (03:58) I mean, I went to, it was like, so it was like the, it was like fortune 500 corporate events is primarily what we did. So, I mean, from like the aria to like the Wynn bellagio. Yeah, aria was super nice to go. Yeah. Mandolin bay also has that huge convention center attached to it, which was like nice, but you’re like it’s pretty far away from everything else. Yeah.
Cindy Craddock (04:21) That’s like you like walk around all those convention spaces, like at the Wynn, you could just walk for a mile. Like in the morning. I always get my coffee and then I just like power walk like especially if it’s like cold there. Yeah, we go that time of the year and I’m just like convention room after, I mean, and a lot of them are full. It’s like, dang, they’re making a killing renting those spaces out?
James Donachie (04:40) It’s got to be crazy, but, yeah, but then finally I started to go to like old town and then… like.
Cindy Craddock (04:49) The golden nugget, yeah.
James Donachie (04:51) And the other place that had some really good food was chinatown like right off on the other side of the highway.
Cindy Craddock (04:58) Yeah, we never go over there, but, yeah, I’ve heard that. Yeah.
James Donachie (05:02) There’s some really good sushi restaurants that are like popping up like, yeah.
Cindy Craddock (05:06) There’s a bunch of like little hole in the wall. The funny thing we did was we’re like we’re going to go to all these speakeasies, like I researched where they were at. And there’s a ton in the, like the cosmopolitan. I think there’s one in the arias. So we walked all the way over there. We went to four different ones that we’ve had. It was kind of fun finding them. Like we found the secret door. They were all closed for private events because of this freaking convention. And it was, listen, it was early like we were looking to go at like four or five o’clock just to kind of show. I mean, just kind of say we went and check them out, but every freaking one, like what are the odds we’re closed so.
James Donachie (05:37) I know they closed down the pools for private events. I mean, as someone who’s but you’re like, I wish I would have known that before I booked, I know.
Cindy Craddock (05:45) So, I was telling my husband for our winery, I was like we will never close our winery for a private event. I was like we have other options if people want it, but I said, you know how I said, just like this is a perfect example, we walked all the way over here a mile and a half, and then it’s closed and we had to leave like and with no notice like that’s. Annoying. So, is.
James Donachie (06:01) your winery in Kansas?
Cindy Craddock (06:03) It’s in Missouri. We live right right on the four state border. So, it’s like we’re like a few minutes from Missouri, Arkansas, Oklahoma. We’re in that little corner. And so it’s in a really small town called oronogo, Missouri, but it’s kind of like a little hidden gem. So, you know, it’s kind of actually it’s the middle of nowhere, but it’s a really good location because there’s several cities and towns around it that can all kind of come to it and.
James Donachie (06:24) That’s awesome. And do you guys have the grapes on? We do have.
Cindy Craddock (06:28) Grapevine. So we bought it about a year and a half. It’ll be two years this August and they weren’t maintained well, and, you know, Missouri, you can only grow so many grapes like, yeah, they’re not great to be honest. So it’s honestly, we do make stuff there. We do, but we typically buy our juice or do grape swaps or buy concentrate or what have you? But we do have some, we had to take some out to add additional parking, but it’s more for looks, you know, we’re more of like a, we do make wine in the back. We have a winemaker but we buy most of our wine to be honest. We, and most wineries do if you really look at the labels, yeah, figuring it out like we buy it from st James who buys it from California. So it’s all just like everyone’s making a buck along the way, I think until it gets to like the final retail spot.
James Donachie (07:09) Well, yeah, and grapes are like, you have to think in years like, you know, you’re not just gonna like fix it overnight, no.
Cindy Craddock (07:15) No, no, no. And some of it’s so expensive like we just start. We just did a cab. And man, we had to buy that from those grapes from California. Oof, I was like, I hope it turns out to be a good batch because it’s so expensive. Yeah.
James Donachie (07:27) My brother went to Fresno state, which they’re.
Cindy Craddock (07:30) wine country, yeah.
James Donachie (07:32) San Joaquin valley, they have a bunch of grapes and so, but you learn that, you know, most the grapes that get sold are there’s not a ton of like actual wineries in like Fresno? Like they’re in like paso and then, yeah, yeah, obviously like up in napa and snow, but they’re you know, all, almost all the red blends, you know? Yeah, yeah, yeah.
Cindy Craddock (07:56) Yeah, which I actually like and ours like the Norton is the Missouri grape and it’s not great no matter how you try to like spice it up. It’s just like a rough, you know, some people like it. It’s a very niche wine though. So, yeah.
James Donachie (08:09) All.
Cindy Craddock (08:10) right. Well, pay your enrollments is what I wanted to chat about today, a lot of things, but my company, like I think later today, I need to provide them an update because like taylorcare is who we need to be enrolled with. Let me just tell you. It’s hard for me to even keep these all straight but I have a little sheet here. So taylorcare… we need to be enrolled in humana, Georgia, Texas and Colorado, which I know first is medicare enrollment for those states and I’ve submitted those requests but I feel like… let’s see needs attention. I, my thing with this. Maybe if I share my screen while I talk.
James Donachie (09:04) So, yeah, my.
Cindy Craddock (09:07) Thing is I have a hard time and maybe I’ll get better as I get used to the application, but I have a hard time sometimes figuring out, what we’re waiting on different things. I don’t know how I have to.
James Donachie (09:22) So those, do you see those three dots right on that all the way up? Yeah, if you hit that and then, well, and then these notes are getting better. I mean, as, you know, that like it depends on the specialist like who’s writing them, and some of the feedback we’re working on it’s like as a company, it’s just getting these more dialed in. But what I like if you even go back a step and like just go and click on the three dots again. And it’s like need help… a contact support. It will take the actual line and it should, pop it up. And what I, what I’ve been telling people to do is like don’t bang your head, trying to like read the note. Like if there’s something like on this line, like.
Cindy Craddock (10:08) So I could just like request an update, yeah.
James Donachie (10:10) Request an update and then like an actual agent will like look at it and you can like, and then it will go to your email too. Like, so it’ll see like support request ticket created and like you can go with just as simple as request an update or if there’s like, hey, the last note I’m confused on my next steps, like could someone please give me clear instructions? Like just even anything like that? I’ve been encouraging my clients to use that so that they don’t have to wait till we meet and they get to get like updates. And it’s also a good way just to kind of log like for our team too. So I can like go back and say like, you know, I’ll bring feedback about the notes but that is like a tool that I found to be like really helpful and it like you don’t have to… send an email or do anything like outside the system, it pulls the exact line that you’re looking for an update on. Okay?
Cindy Craddock (11:07) How do I? Just because this is kind of just… they say this is a duplicate, which it looks like there’s two for morganstein for medicare, Colorado. So, how do I, I’m just like how do I just get rid of this? So it’s not just like cluttering up my.
James Donachie (11:23) I just hit those buttons or hit the, yeah, you could just go, need support and you could just say like duplicate file, please remove like we can have someone, we can have someone do it. Okay?
Cindy Craddock (11:37) Perfect. Whoops. Can you not just type what you want? I?
James Donachie (11:44) Think you can go like and then other and then you can just write where?
Cindy Craddock (11:49) Can you just write it? I?
James Donachie (11:50) Think it’s going to just pop up here in a second. Okay? Let’s there we go. Yeah, I don’t know why it goes. I think it’s so it can route it into whatever box is supposed to go.
Cindy Craddock (12:04) Okay. The other, so if my next meeting, like I said, within my company, they’re going to say, hey, what’s the eta for enrollment for this? Like that’s another thing like, I feel like this has been going on for freaking ever in a day like I.
James Donachie (12:20) It’s yeah, that the mercy of the payers is like not, I mean it, you know, you’re really… like that’s. The tricky part here where it’s like are the agents, are following up on them? But.
Cindy Craddock (12:43) That’s kind of my thing. I want to be able to like put in my request and then like you guys take it from here. And I feel like I’ve had to poke and prod all along and like, hey, this one says it was submitted January twelfth and nothing’s been done. And then Connor would have to be like, okay, let me reach out and tell them or like there’s a lot of these are like blocked random. I get, I understand the block now for humana is the fact that they need to be enrolled in medicare Georgia first. So I understand that. But, and I’m hoping going forward he does, I don’t have to keep micromanaging it if that makes sense? Like I just, yeah, yeah, absolutely. I, and,
James Donachie (13:24) I’ll also reach out to the like, the ops team just that like ask them if, they can go through, they could go through and look at… any of these that are popping up.
James Donachie (13:43) I wish there was a way that so like.
Cindy Craddock (13:46) This, it says needs attention. And I’m… reading all of this and something about their computer crashed and we already did surrogacy. And so, this was, you know, what? 12… days ago. But like now, what’s happened? Like why 12 days with no work? When, I like, is it getting work? You know what I’m saying? Like this is an example of.
James Donachie (14:13) So, yeah, I.
Cindy Craddock (14:14) can request help, but I just feel like I have to constantly like, where are we at? Yeah.
James Donachie (14:20) And let me, I’ll also just like flag this, for the team because.
Cindy Craddock (14:27) I just don’t even know what like today on my call with my company, when they’re like, hey, where are we at? With this? What do, I don’t even know what to tell them. Like, I don’t know, I, we’re working on it. That’s all I keep saying. So, like.
James Donachie (14:39) And those turner, I mean, the turnaround time, it’s like, I know I sent you the email about like the average turnaround times and it’s like, I,
Cindy Craddock (14:45) don’t like this has been since January. I think I requested some of these honestly, they just didn’t get touched for so long. And part of it was like, well, your profile is about 70 percent. It needs to be. I’m like, no, no, I don’t want to know like percentage because some of that’s like it’s like optional fields.
Cindy Craddock (15:03) So, I’m like I need to have like this is a hard stop until we get this and this from you instead of like we’re gonna start working on it when it gets around this percentage like that’s too gray for me. I.
James Donachie (15:16) I, this is just like me, I’m a dying and I have a product update ticket for this. Is it, I don’t understand why we, the percentage bar causes. I have more conversations as you can imagine about the percentage bar.
Cindy Craddock (15:33) Yeah, it makes not.
James Donachie (15:35) Being helpful than it like so on my product enhancement update and I’m gonna put you guys on it too. It’s like one, why is it weighted? Yeah, like it’s just like why?
Cindy Craddock (15:46) Are you taking optional fields into consideration? If I don’t have to fill that field, then don’t be giving me a 90 percent if it’s not required. Like that should be extra credit if it’s not required. Like, yeah.
James Donachie (15:56) That, yeah, like one of them is like bank information and it’s like there’s like a small subset of people that it’s like required for. And I’m like, okay, like how do we like what’s the logic? And I’m like, I know, I’m not an engineer the.
Cindy Craddock (16:09) Logic needs to be once required fields are full, then it’s 100 percent, yes.
James Donachie (16:16) And it’s like your required field stuff because yours aren’t mine.
Cindy Craddock (16:19) specifically, exactly, or?
James Donachie (16:21) Or just like or don’t have that block in there? I, you know, I don’t know like, I guess someone on the medallion engineering team will give me flack for like not defending it, but like when I see it wrong, like, I hate.
Cindy Craddock (16:34) To see me coming. That’s another thing since Arista, like I’m, my product, people are always like, gosh, here she is again, cause I’m always like, hey, but I will say 10 years being here, our applications night and day better. I’m like why would you not listen to me? I’m the number one user of your product like our own product. Why would you, yeah, if you have insiders giving you direct feedback that’s going to better your product? Like take it and run with it? Like I’m the one using it. And chances are, if I have that issue, other people that are using it in the same way are also having that issue. I,
James Donachie (17:08) know engineers are great. And I mean, I’ve been in tech my entire life. What I found is like they’re not, they were never in a role where they were using their own product. So like it makes sense in their engineering brain, but then you’re like, okay, like I’m an actual person, no?
Cindy Craddock (17:26) I hear you. So basically, as far as we know today, so medicare Georgia, for instance, we’re… just waiting on, we don’t know what we’re waiting on. I asked for help, medicare, Colorado needs… client attention group, surrogacy pending… but I already, we already approved the surrogacy, if it, we, if we approved it with you guys for one thing, it’s just already approved for all of these, right? Like in, yeah.
James Donachie (18:01) So it’s pending. We had existing requests called, unable to view requests, submit. So they submitted a ticket to CMS. So it looks like they’re just pending an update.
James Donachie (18:24) On, on the ticket that they submitted with CMS.
Cindy Craddock (18:29) It’s so frustrating like I don’t even know what to tell them. I don’t know what to tell my people. California. This one’s also pending dependencies. What do they want from me here? Surrogacy approved… assigning to submit. So again, this was like, you know, I’m.
James Donachie (18:51) going to guess that?
Cindy Craddock (18:51) It was done. I’m going.
James Donachie (18:53) To guess that it was done but not updated, which is a problem. So, okay, let me, I’ll bring that back to the team once.
Cindy Craddock (19:00) These dependencies reach the status completed. This request will be unblocked. So what dependency is?
James Donachie (19:07) And if we hit view dependencies up in the top,
James Donachie (19:17) So this was requested. So if we click Anna Marie’s name, this is going to pull up.
Cindy Craddock (19:30) There doesn’t seem to be an issue with this.
James Donachie (19:33) So, it looks like it was requested. And so they’re just waiting to get this approved for California, medicare. And then it will be, everything else will become unblocked. So, it was requested. And now it’s just sitting with the payer.
Cindy Craddock (19:51) Okay. So, I guess if I just go to like my tasks, yep. Okay. What is this? They just came up with ownership information request CMS for 60 participation agreement. Oh, I, yes. Did I do this yesterday? I think, I did this already and I thought I did.
James Donachie (20:18) You maybe just did it not say when you hit complete on the?
Cindy Craddock (20:21) No, I think it did, right here. Completed… 323 or, sorry, I did it yesterday. What I guess this is for Georgia? Let’s see if it’s do they do one for each state?
James Donachie (20:39) Admin?
Cindy Craddock (20:44) Aristamd, medgroup? So.
James Donachie (20:45) I think it’s the second one though, right? That we’re looking at. Oh,
Cindy Craddock (20:48) sorry. Yeah, you’re right. Participation agreement. What is that?
James Donachie (20:54) Let’s see who, who’s it?
Cindy Craddock (20:58) This is the exact same form I just filled out.
James Donachie (21:01) Can we just copy that form onto? Oh,
Cindy Craddock (21:04) just upload the same form to.
James Donachie (21:05) That form. Yeah.
James Donachie (21:12) I’m just wondering which… okay. So, participation?
Cindy Craddock (21:16) Add note. So.
James Donachie (21:18) This is Colorado. So it’s just the, so.
Cindy Craddock (21:22) It’s just by state. I don’t have to do one for each one though, right? I can just,
James Donachie (21:25) I think now that you have the form.
Cindy Craddock (21:29) It says Georgia medicare app is the problem, but it’s the same thing.
James Donachie (21:35) Can we just change the name of it to CMS or six. I can read it to you. Yeah, medicare or?
Cindy Craddock (21:45) Yeah, CMS, oh, no, I guess that is what it is. Oh, okay. Wait, CMS, oh, sorry?
James Donachie (21:53) I just, I thought I saw, no, this, I mean, I’ve noticed this with enrollment and all of it, it’s like the nuance of… the different forms and like the amount of numbers just slightly change.
Cindy Craddock (22:11) Yeah, I feel like it’s this.
James Donachie (22:17) Yeah. Can we preview it? No, let me see here shoot.
Cindy Craddock (22:24) It was… I think this is it?
Cindy Craddock (22:33) Yeah, it doesn’t say anything about Georgia? Yeah, no, I think, oh.
James Donachie (22:39) That medicare.
Cindy Craddock (22:40) Well, that’s just what they called it. I went ahead and did it like official DocuSign. Oh, okay. I signed it myself just to make sure. Now, I don’t even know if I’m the authorized representative. I’m just hoping I am… I did sign up as an authorized official. I’m just going to try this.
James Donachie (22:59) Okay.
Cindy Craddock (23:05) It’s the same exact form.
James Donachie (23:08) Yeah. And.
Cindy Craddock (23:09) They don’t have to use page two of that, whatever they called it. So, I’m just going to mark complete and see what it gets me.
Cindy Craddock (23:18) So, this is just there’s not any other better way. So, you know, Jordan was thinking we could just enroll in the 12 max and we’re good across the United States but Connor did some research with your team and they’re like, no, it’s per state.
James Donachie (23:31) Oh, yeah. That was me. Yeah.
Cindy Craddock (23:33) So there’s… not any different. Basically. I just continue on what I’m doing now, I just request each state as we see as we need it. Okay? Yeah.
James Donachie (23:42) Yeah.
Cindy Craddock (23:44) But once I’ve already done like, the good thing, is I’ve once these tasks are completed for like one pay enrollment chances are you guys will have what you need? Are they going to always request the form to be re, signed every single time? Or could they not just be like, hey, we have that already?
James Donachie (24:01) They shouldn’t be like if they are, I’ll try to keep an eye on this, but.
Cindy Craddock (24:09) Ownership information for the group? Please update the group official information. If the owner is Jordan, please update their official type on the platform. So, is this the practice own? I guess part of it, I’m like I’m not even understanding the lingo. Is this?
James Donachie (24:30) So, if we go to group, yeah, that’s right here.
Cindy Craddock (24:35) Is this like Takashi nakamura? Like the physician that’s actually the owner of the practice?
James Donachie (24:42) Yep. Yeah. I think that’s exactly what they’re asking for here.
Cindy Craddock (24:45) Okay. So… group officials?
Cindy Craddock (24:54) Authorized, he’s an authorized official. This group needs at least one complete group official for payer enrollment. Did he just not complete his profile?
James Donachie (25:05) Let’s see what we got missing here. W to scroll down. Is there?
Cindy Craddock (25:13) Anything there’s nothing else to scroll? Okay? And it looks like it’s all filled out. So, what was the other thing they said? Add him to what… it says. Our profile is 100 percent right here. If you could the ownership information he’s please update the group official information. If the owner is Jordan, update their official type, he’s not the owner… but he put himself as a group official. So, I’m sorry, this is like when I’m like where is there a spot that says owner that I’m missing?
James Donachie (26:02) Let’s see.
Cindy Craddock (26:06) Like if they could just highlight in bright red, what they want from me. Let’s see bank account. We even put all the, I even put the bank account because I was just like, what else do you want from me? This group needs at least one complete. So.
James Donachie (26:22) Add group official. Let’s see what happens here.
Cindy Craddock (26:25) Do I have to add owner? I?
James Donachie (26:28) Think that’s what they’re asking for here?
Cindy Craddock (26:33) Is that’s not even an option he did authorize? Official?
James Donachie (26:36) Okay. Five percent or greater direct or indirect owner. I think that’s the one, it’s a very long.
Cindy Craddock (26:45) And that would be like the physician.
James Donachie (26:48) We clicked all, oh, shit. Just exit out of it and start over if you haven’t done too many.
Cindy Craddock (27:00) Okay. So, I guess.
Cindy Craddock (27:08) And then I’ll have to get all his information. Now. Can… I not task him instead of me trying to get this information and put it in for him? I don’t know what’s better. I guess I could, but I actually probably have his information somewhere.
James Donachie (27:26) Okay. Because I think for the groups, it gets a little bit tricky to task, okay? To task them to go ahead and update it.
Cindy Craddock (27:37) I’ll ask Jordan, I’m meeting with him later today. So, and then if we go back, it’s just not clear like it doesn’t say required and it lets you put a group official. And then now it’s asking, I know that’s and we’ve I’ve requested this group enrollment back in January. And so, why did I get this task? Like this task wasn’t here until just yesterday.
James Donachie (27:59) And yeah, that, and then when you click on the task, I just want to see something here.
Cindy Craddock (28:06) Like right here or what? Yeah.
James Donachie (28:09) Yeah. Let’s just like where it opens up. Okay? I just want to see… if there’s anything like.
Cindy Craddock (28:21) I requested this so long ago, and if this is a blocker for getting it done, why on earth? Are they just now yesterday asking me for? This is what my thing is.
James Donachie (28:29) Well, they, yeah, I can look at this one. I think that’s what they’re talking about. I don’t know what? Like I’m gonna have to like just dig into the workflow a little bit here. Yeah.
Cindy Craddock (28:43) I mean, if there’s something like if this, if Jordan, the authorized official isn’t what they needed even though it was an option to fill out, it would have been nice to know that way… back. Let me just see. Georgia. When did we do? Georgia? We actually started well?
James Donachie (29:03) And this is like, I mean, also part of your like training too. Like, I mean, this stuff should be called out. I don’t.
Cindy Craddock (29:12) I can’t see when I requested it, but I know it was a long time ago. How do you see when it was actually requested? I mean, you can see way back in February that something about a computer crashing. So like if they needed that information from me?
James Donachie (29:31) Does it have the date on… it’s on here? I just don’t know like do it. I know maybe scroll to the right.
Cindy Craddock (29:42) Oh, that’s a good idea.
James Donachie (29:45) Is it on outstanding tasks?
Cindy Craddock (29:51) Okay. I’ve seen it before somewhere. Yeah.
James Donachie (29:56) I’m just wondering like why it’s not.
Cindy Craddock (30:04) Oh, right here, 226.
James Donachie (30:06) 26. Okay. So.
Cindy Craddock (30:07) It’s been a month ago which.
James Donachie (30:09) I.
Cindy Craddock (30:09) had already started this. I actually, I requested humana, Georgia, Texas with licentium and… it’s interesting that we’re not enrolled in medicare with them and they’ve submitted applications. And so then they were like, it’s commercial which we don’t we want medicare advantage. So I’m super confused about why they would think we wanted commercial. And then like… I don’t know when we were denied a couple of times, but I’m like, is that why? Because I don’t know again when I’m like you guys are the professionals they’re the professionals at doing this, and that’s, like I’m asking you to enroll them granted you need things from us. But then I’m just like what the heck?
James Donachie (30:55) Yeah… yeah, this is like, I mean, also like one of the things like as I’m just going through, so when I joined.
Cindy Craddock (31:08) When.
James Donachie (31:08) I joined medallion, I replaced someone. So I got an entire you’re my first new client? My entire book is.
Cindy Craddock (31:20) Existing things.
James Donachie (31:20) Existing, which is, yeah. So I’m also like learning through those. But so that’s my, this was my first time dealing like with the implementation team or like kind of how they work on things. But I’m like I do have like, you know, I’m like the playbook needs to be like, is there a checklist they should give? I don’t know, I like.
Cindy Craddock (31:42) Yeah, no, I have a lot of feedback and I know, like I said, I know these apps hate to see me come in like I have a very high. I don’t know, I ask for a lot. I feel like I give a lot but I also, I’m just like I want things to work correctly and like we’ve been through and the, you know, it’s like we keep looking for the right one. And I, and I to be completely transparent, honest with you, like what I thought we were buying is not what we got. Like, I kind of felt like we, I was like man, the sales team kicked ass because they had me convinced. And then we started like doing things and I’m like what, the heck? This is not what I thought or what have you. So, and I let Jordan handle a lot of like the, he went through the contract and he didn’t realize like the ofac wasn’t included in there and it’s honestly 99 point nine percent of credentialing platforms ofac is included in their monitoring package. So.
James Donachie (32:35) I didn’t even, I saw, I know Jack was working on that with you guys and that is like one of the things like we.
Cindy Craddock (32:41) Just had to buy it and pay it because I’m like we need to have that and I know it’s not necessarily in cqa guidelines, but when you, when your majority lines of business are medicare, why would you wait three years in case somebody gets added to some sort of a list in between and you have all those implications like I.
James Donachie (32:56) I mean, my, like, the way that technology, is progressing like you shouldn’t really need to do a recredential Like, right? Like I to.
Cindy Craddock (33:06) Get your information like that’s. Where I’m at right now. There’s a time where I’m trying to look up state licenses yesterday and I’m like they don’t show any licenses and it’s because if their caqh isn’t up to date and I didn’t request a credential, I’m screwed like this is no help to me and I’m trying to like Google and go to each state and where he might and ask like that’s my whole point of having this platform.
James Donachie (33:26) Are you guys able to log into caqh? Well, are you saying?
Cindy Craddock (33:29) We don’t have any providers in there. We don’t use caqh because we want to use you instead. And that was my first thing like, well, hell, if this is all you offer, I might as well just pay caqh for a proview account and be done with it. It’s a quarter of the cost. So that was kind of my initial like irritation too because I was like, but the only reason I have a caqh account, the only reason I’m trying to get providers in there. The only reason is because we have to send rosters monthly to uhc and their new preferred method of receiving it is there. But even that is a shit show. So they want me to fill out 3,000 data element fields to just be able to get my providers in there. And I have a now I’m using a credentialing consultant group that’s 70 bucks an hour to try to help me. And they’re like, well, they’re not accepting. I’m like that’s why because they want all these fields filled out, they can’t even find the information in your platform with my providers to fill that spreadsheet out. So now we still don’t have access to the information. It still can’t get them uploaded.
James Donachie (34:24) Have you talked to Jack at all about the like instead of like paying a consult? Like and it’s one of those things I don’t know fully about like the contracts, but there is roster management. I.
Cindy Craddock (34:39) Did ask Connor about that and I thought well, that’ll be something further, but honestly, if your app just had my freaking information, it would be not, it wouldn’t be that big of a deal. I could have anyone do that, but now, we have a roster to fill out with 300 data fields that I don’t have anywhere to find the information because we had to get rid of actual and you guys won’t fetch that unless I sign them up to be credentialed right now and make the provider login to do all that. So that’s my big. Okay.
James Donachie (35:07) So there’s a gap and that wasn’t vetted during.
Cindy Craddock (35:11) We had no idea that was going to be the situation. So basically, the only information I have on my providers is what I have in my Google folders on them that I downloaded from axuall unless they have been up for new credentialing. Nobody’s been re credentialed yet and,
James Donachie (35:30) during implementation, they wouldn’t import that like that data into medallion for you. No.
Cindy Craddock (35:36) We had to manually upload everything that’s in there. I had a team of care coordinators manually uploading licenses and crap. It took hours and hours. And still it’s basically the only information in here is what I told you it is and I want you to tell me what the information is, not me, tell you. And so, and a lot of providers don’t have caqh or they have their primary employer manage that, and they don’t want to put it, you know, they don’t want any part of that. And so that’s my biggest like honestly axuall had a lot of problems. They didn’t have humans that knew what they were doing as far as credentialing, like you guys have. So that’s a perk with you. But they had a lot of integrations with… like stuff would just automatically get fed in. So you could be very current on every single state license. Now. I will say there’s a lot of states that people cannot like API integrate with. And you guys have manual people to do that where they didn’t so I would have to manually look those up, but you’re not doing that for me unless I’m asking to be credentialed. So all, so the only providers that have accurate license information is if their caqh happens to be up to date or if I’ve asked for a credentialing. Yeah.
James Donachie (36:43) Got it. And so,
Cindy Craddock (36:45) like right now, I need a list of all my specialists that have current active California licenses and I can export and make a list for you but it’s only the ones that I told you they have one or they’ve been credentialed or their caqh is up to date. So it’s still, my problem is accuracy and I struggled with that with license team and I struggled with axuall. Axuall is one that I do monthly monitoring and print a report every month and, no hits. And then I find out, oh, yeah, we did that we have free providers that are medicare opted out. And I was like, so that was one of my big reasons we got rid of them. So again, we paid a lot more money for your application because I had all these, you know, concerns and gaps and inaccuracy, and then imagine my horror when not only do I now have to do all these payer enrollments and all these new credentialing and all this stuff in the midst of switching apps. But my new application is not giving me what I thought it was going to give me. And then you’ll know why I’m so frustrated.
James Donachie (37:37) Yeah. Okay. Well, I’m going to, I’ll talk to Jack too because I’m curious. I know he’s your account manager. So it came on like post sale, but I don’t know if there are certain products… or services that should be enabled because like one of the things, I was thinking like there is an import… there was like an import document which you should have been able to take those Google docs and then upload at least upload all of that. So you shouldn’t have been like manually transcribing.
Cindy Craddock (38:09) We did an import template that had, but we had to put all the information on the template. We had to go put every single provider every birthday, everything. And then we sent that to Connor and he uploaded it. Okay. The other thing I’m still waiting on if you talk to Connor, I don’t know if I meet with him tomorrow, but I have already credentialed a ton of specialists that are still in pending status in your platform, but I’ve had to go back to my old school checklist. And basically again here, we’re paying all this money and I can’t just download a credentialing packet because your team will not move it to the ready status for a variety of reasons. And I’m the ultimate decider, like if I tell you just move it, I’m not asking you to verify it. I’ve already credentialed them. They’re already credentialed as far as aristamd, I just would like to download the packet. One of the blockers is our malpractice. Every single provider needs a Coi uploaded. We have, we, Arista provides malpractice for every single. So, I already know they’re covered because we cover them. So there’s a ton of files being blocked because… either their coverage doesn’t matter whatever. And Connor’s like I can bulk upload that for you, which he said that a month ago, it’s still not done. So that’s one thing like I have to manually. I don’t know just a lot of little things like this that I just cannot check off my list. And I don’t know well.
James Donachie (39:28) Yeah, I’ll bring up the Coi import because he should be able to bulk upload. I know it should go into a queue.
Cindy Craddock (39:33) I sent him the one that covers Arista in general. And then that should suffice for every single provider. It’s like I don’t have to ask the provider and have them prove to me that they have it because we are providing it.
James Donachie (39:45) Yeah, you have an umbrella. Yeah.
Cindy Craddock (39:46) I’m not worried about that. I know that it’s legit. So.
James Donachie (39:51) Well, I will, I’ll start tracking down. Sorry, we’re.
Cindy Craddock (39:55) over time.
James Donachie (39:55) No, you’re okay. And my last meeting was going over time, which is why I pushed this 30 minutes. I’m like this meeting always goes over.
Cindy Craddock (40:03) I know.
James Donachie (40:06) But I can start bringing that stuff. I have to go grab my charger for my laptop. I can start grabbing, pulling that together. I’ll touch base with Jack too because as your account manager, there might be like things that can pivot that he can kind of bring up to you guys to kind of help with some of these things. The Coi thing that’s the right way to do it. I don’t the timeline is longer.
Cindy Craddock (40:39) What do you mean? The timeline? Hi, this is Cindy.