Transcript
Jack Schell (00:00) hi, everybody.
Kari Simonsen (00:02) Hey, Jack. How’s it going?
Jack Schell (00:04) Good. How are you, Carrie? How are things going?
Kari Simonsen (00:07) Good. Hanging in there.
Jack Schell (00:08) Good, Claire. It’s good to meet you here. Good to meet you as.
Kari Simonsen (00:12) Well, as.
Jack Schell (00:14) I understand it. You’ll be taking over some work rolling… up to Carrie, correct? Yes, that’s correct. Awesome. Well, I appreciate you being here. Oh, multitasking. Evan. All right. Sounds good. Awesome. Let’s see real quick. All right. Everybody’s here. Excuse me, apologies in advance for my voice last week. My allergies just absolutely attacked me and my voice is still coming back. So apologies about that. But yeah, wanted to revisit this executive meeting, cadence and Carrie, I know you and I met last month to just kind of kick off the series. But since we do have both Claire and Evan here as well, I do just kind of want to reset the scene and expectations as well as the agenda of what will be covered in these executive things, so that we’re all on the same page.
Jack Schell (01:13) And we have a good agenda moving forward that we can work with and of course, always iterate on and add to. So what I’ll do is first I’m going to share my screen and we can talk through the agenda at a high level. I want to show you some of what I can bring to these meetings so that we’re ensuring that we’re tracking the partnership in a meaningful way and then talk through some of, you know, any outstanding items or priority items as that is. So from here, for these executive touchpoints, typically, we do a monthly touchpoint here. I know we’ve upped this to bi weekly as Carrie is preparing to go out. And so we’ll be meeting every other week as far as an agenda for these calls. First and foremost, always want to keep you up to date on what we are working on at medallion in terms of everything from product updates, team updates, anything that might be meaningful or impactful to our partnership as we work together today. Then I want to turn it over to you. And your team. Just have an open discussion around any changing priorities at zoomcare. Anything that might be coming down the pipeline that we should be discussing well in advance to make sure our teams are set up to collaborate efficiently and keep your priorities top of mind. Then we’ll go into more of the metrics and consumption readout. So execution readout is going to be associated to performance metrics related to each of the services that we’re delivering and working on for zoomcare. And then the consumption review is really specific to the contract because the way that things work, of course, is you purchase a certain amount of volume for each of the services. And we want to make sure that you’re tracking healthily against each of those. Then I like to carry forward an additional project tracker, just to ensure that we’re getting the most high level updates on any additional projects that we might be working on that are outside standard operating procedures. So this could look like for some of my clients right now, what’s in here are line items with regard to like building out integrations using our apis. And so if our team is working with yours to set any of any integrations up, that might be something we track here. Or if we’re exploring adding additional items to your services, we would want to capture that and provide updates there as well. So that’s kind of the standard rolling agenda for these recurring syncs. Any questions before I kind of take you through what a standard flow might look like?
Kari Simonsen (03:55) No questions from my end?
Jack Schell (03:57) Okay. Awesome.
Jack Schell (04:04) All right. So with that, for medallion, in terms of updates, one thing that I did just want to revisit is to reintroduce… you to the team that is supporting zoomcare. Currently, of course, you have me as your dedicated account manager and I will be here to support the relationship via executive partner and ensure that all things are moving smoothly across the board. With our partnership. Today, Ray is going to be your dedicated engagement manager. So while we’re working currently primarily with Connor who is our implementation manager as zoomcare is, you know, completing implementation, ultimately Ray will come on board. And really Ray and I will be your dedicated points of contact and Ray will act as your subject matter expert, your operational partner and you will have more frequent recurring touch bases with Ray just to make sure that all items are progressing seamlessly and that you have visibility to the service requests that we’re working on. And you can collaborate there at any opportunities to improve operational efficiency or just to ensure that high priority items are moving. So Ray has been in and out of some of the implementation calls, but will officially take over once you are out of implementation with Connor. And then lastly, Greg is our technical resource that’s been supporting Connor with any needs with regard to technical setup. We do have technical solutions managers who engage regularly with clients, might come in and out of the partnership based on projects that we might be working on to optimize operations with medallion. And then I also did just want to call out since, you know, myself and Ray are your dedicated account point of contacts. We also at some point may get you introduced to my head of account management, who is gabby Norton. And then also Ray’s executive lead, who is Amy frana, who is the head of engagement management. So you’ll have the support of our leadership as well. Now, what I would typically bring for the medallion update section would be things such as like a product roadmap or even a look back at products that, or services or even features that we’ve shipped in the past quarter to improve, you know, our work together. You know, we just wrapped up our first quarter. And so I’m sure that I will get briefed on, you know, the success of anything that we’ve invested in and, you know, qo one that is now live moving forward and look forward to being able to have a more substantial update in terms of those investments that we made in qo one. But to give you an idea, we do, of course have some key focus areas for 20 26 when it comes to our product development and where we are looking to improve. Really these. First three categories are always what we’re going to keep our mindset on which is reducing manual work, improving accuracy and just improving turnaround times. In general. This fourth piece, expanding privileging is specific to privileging services. As we know that privileging for many of our clients is becoming more and more of a priority. So we’re working on establishing and deepening our services with regard to privileging… what this kind of looks like and took credentialing as an example is with each of those key focus areas, we will look at specific initiatives under each service that tie back to those key focus areas. So for credentialing, there was a focus on improving caqh bulk imports to reduce manual work in terms of improving accuracy. Something that we were working on was just smarter license verification and automating some processes there. And then with improving turnaround times, just again improving intake workflows so that providers can get to fully intake complete and therefore be able to enable our team to work on service requests sooner. This is how these readouts will typically look. Again, our key focus areas with each service having meaningful updates that tie back to each of those key focus areas. And this is credentialing as an example of what our outlook for Q1 and our focus for Q1 was. So again, as we continue to work together and I continue to learn more about what specifically is most pertinent to you all and how you operate. I’ll certainly curate these updates based on what it is I know you care most about. And then also, this is of course an opportunity for you to ask any questions that you might have about the direction that we’re heading in as a mutual investment or if there’s feedback that you have in terms of product? I am of course that person that you can relay your feedback to. And I can always submit that to our product team for consideration if it’s something like a new feature or something that you think that could be improved, definitely want to make sure I’m representing your voice in terms of that as well. So with that, we move to the next section which of course, would be focusing specifically on zoomcare and any updates that you all may have. I know that we are still working through implementation today when it comes to medallion and that we will hopefully be going live here shortly. And we’re already starting to see that you are leveraging some of the service requests. But in terms of zoomcare as a business, as we look to the next quarter or two, are there any significant updates in terms of? Your strategy or items that we should be aware of as we support you, I know that you’re pursuing many new agreements with payers, but if you can speak more to that or other key focus areas that are really top of mind moving into the next quarter or two, I’d appreciate an update there. Yeah.
Kari Simonsen (10:21) We did just sign a new delegation agreement with kaiser. So, I know that we’re still working on the addendum for adding the roster management to our contract. But is that something that I can send over to you guys? Now, the template for? I know that we’re looking to expedite the implementation on this as quickly as possible. So, yeah.
Jack Schell (10:46) I know that you shared some templates with Greg and Connor already. If you want to send that over, I’ll let them know that you’re going to send it to them. And then once that amendment’s in place, they’ll begin work of course, and likely discuss with you and review with you those templates as they get to work on this.
Kari Simonsen (11:06) Sounds good. Yeah.
Jack Schell (11:09) So, yeah, if you want to, if you want to send it over, I’ll give them the heads up.
Kari Simonsen (11:13) Perfect. Yeah. And.
Jack Schell (11:16) It sounds like there’s a pretty decent number of payers that you’re looking to add throughout the rest of the year as well, correct?
Kari Simonsen (11:24) Yes, not so much in the immediate future over the next couple months or so, but before the end of the year?
Jack Schell (11:31) Yeah. Right. Okay. All right. Well, I know that the team has that on their radar and I will keep them abreast of that. Carrie, I know that you are preparing for leave and Claire, you’re going to take over some of the responsibilities here. Any additional updates with regard to the work that we’ll be doing together, supporting credentialing as well as even licensing?
Kari Simonsen (11:58) No major changes there. Just continuing to get these last few providers through the system, but it seems like re, credentialing is working fine that’s moving along. We have our first new provider we just hired yesterday, who’s going to be going through the initial phase through medallion. So we’re going to keep an eye on that. Other than that, I did, I reached out to Connor last week about.
Jack Schell (12:32) the.
Kari Simonsen (12:35) ncqa certifications and he sent me over a folder, but for some reason, I cannot open it. I don’t know if I can get that as recent. Yeah.
Jack Schell (12:47) He likely sent over a zip folder and I’m assuming you’ve already done this, but did you download it and try to open the zip folder? Yeah, yeah. Did you get like prompted with like any sort of notice or warning or,
Kari Simonsen (13:01) There was an error message?
Jack Schell (13:04) Okay. I’ll.
Kari Simonsen (13:05) find it here again all.
Jack Schell (13:06) Right. It’s they’re pretty large files, which is why it was sent as a zip. So if we have to send them kind of piecemeal, that might be how we have to do that. But I’ll follow up with Connor on getting you the ncqa certs?
Kari Simonsen (13:22) Yeah, that would be great. If I could get those before the end of the week, that would be ideal.
Jack Schell (13:27) Okay. And… you meet with him tomorrow, correct?
Kari Simonsen (13:32) I do. Yeah. Okay.
Jack Schell (13:34) So, I’ll ask him to provide you an update on that tomorrow. Perfect. Appreciate that. Yeah, I don’t see any reason why we can’t get them to you if in another form, we just have to figure out what’s going to be best for sharing.
Kari Simonsen (13:48) But, yeah, that’s really all I had. So. Okay.
Jack Schell (13:51) I know, we talked a lot about credentialing in terms of licensing. You do have like a small volume with us in terms of licensing, is that essentially, is there an outlook for when you’re hoping to start requests for licensing specifically?
Kari Simonsen (14:08) Not at this time.
Jack Schell (14:09) Okay. All right. And then, okay. And then just on.
Kari Simonsen (14:16) I.
Jack Schell (14:17) guess the credentialing front, we’re of course, working on the roster generation. So cool. Anything from you, Claire, anything that I can provide that would be helpful to you with regard to our partnership… no.
Claire Chin (14:34) I don’t think so. Carrie and everyone have been up to date. So, yeah, I think we’re good to go, but I will reach out if I do have any questions.
Jack Schell (14:43) Okay, great. And then Evan, I think I know you mentioned you’re on two meetings, but if there is anything from the zoomcare side of the house and your business outlook for the next quarter or two, I’d be curious to hear where your focus is.
Evan Martin (14:59) Yeah. I mean, most of our, not that would impact our credentialing at this time, most of our focus is really going to be on redesigning revenue cycle in other areas, so.
Jack Schell (15:13) Okay. All right. Well, appreciate that. Good to know where your head’s at and where your focus is, if anything does come up that has overlap or medallion impacts, of course, keep us up to date. Awesome. All right. So, again, as we’re setting the scene here for these meetings, this is how I’d love for the first 15 minutes or so to go. I’ll provide you updates on medallion. We’ll talk about zoomcare and any upcoming important strategy changes, or operational needs. And then we’ll get into the execution readout. And so, I’m going to start sharing my screen again with the execution readout. There’s going to be, you know, a metric slide for each of the core services that we’re supporting zoomcare with today. Excuse me. I have something in the way of my screen I love when this happens.
Jack Schell (16:12) Okay. Sorry, just a pop zoom pop up. And so what we’re looking at here is a metrics readout for credentialing specifically. So last, when Carrie and I last met, of course there wasn’t any data yet to read out on. But ultimately, with credentialing, we’re going to look at total credentialing files delivered, what the breakout of those is in terms of credentialing versus recredentialing. We always want to make sure that we’re taking a look at the average task completion time. This is because, of course, you know, tasks are assigned via medallion that need to be completed. And oftentimes having tasks completed is a pretty frequent bottleneck from keeping a service request moving forward. And so we want to see that tasks are being completed efficiently to ensure that providers are credentialed and recredentialed on time. So we do have an average task time right now of seven days. We can look at this the next couple meetings and kind of set our baseline of where are we at naturally and then perhaps set some goals of where we might want to optimize and improve task completion rates. But of course, as we’re moving on to implementation, we’re just getting going here just kind of want to start to see what the trends are as they develop. And then the last metric here is just providers that are recredentialed on time. And so, of course, 100 percent of providers recredentialed on time is great to see. We want to make sure that we keep that at 100 percent. There are also of course, various slas associated with credentialing that we can discuss as time goes on as we’re just getting ramped here. We don’t have the detailed information right now. We need more service requests to be processed in order to continue that conversation. But ultimately, for your awareness, with any new initial credentialing file, our team will provide a completed application within three business days, not withstanding those outstanding tasks that might need to be completed. And then for recredentialing, we’ll provide a recredentialing file 30 days prior to the recredentialing date. So those are expectations that I want to make sure are set for credentialing and recredentialing. I do have in here just a helpful link to credentialing request statuses and definitions. As you’re working in medallion, there’s a lot of various statuses that service requests might be associated with. If ever you see a status and you’re unclear what that means. You can always reference this help center article, which will tell you exactly what that status means.
Kari Simonsen (18:56) And just to clarify, are these calendar days or are these business days I’m assuming calendar?
Jack Schell (19:04) Yes, that would be well for the three business days on the credentialing file and 30 days as calendar days. And I’ll also confirm that and put that in writing in a follow up email. Okay, perfect. Thank you. Of course, the next service that we would look at would be payer enrollment. You do have some direct payer enrollment volumes with us. And so this is currently not reporting any data given the fact that there have not yet been any payer enrollment service requests, but we’ll track volume of how many have been completed, what’s currently in progress? Anything that’s pending attention zoomcare’s attention. So ultimately tasks or… materials that might be required to move a request forward again, we’re going to track average task completion time associated with payer enrollment. And then there are two turnaround metrics that we’re going to want to look at. The first is request to intake complete. And the reason we want to look at request to intake complete is because in order for our specialist team to start working an enrollment request, a provider’s intake with medallion needs to be complete. So if we see that the turnaround time from requested to intake complete is kind of lagging, you know, the more time it takes for intake to be completed, the greater the delay in getting the service request actually started with our team. And then the next one is request to completed. So this captures the entire service period from when an enrollment request is submitted, to when the enrollment is actually completed. And we will again as we start to process requests, set the baseline by looking at the initial requests and getting, you know, initial averages and initial metrics here. And then we can set some goals in terms of where we’d like to see those metrics be and perhaps find opportunities to optimize or identify any trends of things that are becoming regular blockers. But hopefully that’s not the case. Last one’s licensing. It’s very similar to pay enrollment. So I’m not going to read this out as I just did with the PE side, but similar, we’re going to track volumes of what’s been delivered, what’s in progress. And then some key turnaround time metrics to make sure we’re moving efficiently. Again. Each slide does have the status definition link because I do want to make sure that you can reference that if you do have any questions about where a specific service request stands and you have clarity on what status that captures. So from here, we’ll go into the consumption review as mentioned within the contract, you purchase specific services and volumes allocated to each service. And so what you’re looking at here is the details of which products have been purchased, the volumes associated with each, and what’s been consumed so far. So with regard to the first two services, those are really those platform services. Medallion core being the platform itself and access there, monitoring, being the ncqa compliant monitoring that we’re completing for each provider that’s on the platform, those numbers should be the same as we want to do monitoring for every provider that is in the platform. So sitting at 186 out of the 200 that have been purchased, caqh management is currently being completed and is live for 28 providers. Caqh management is something that you can choose which providers you are moving forward with this on. Carrie. I’m curious is the intention to have caqh management turned on for all providers or are you kind of selecting or… it should be all providers? Okay?
Kari Simonsen (23:18) Where is it configured in the system? So we can make sure that that’s.
Jack Schell (23:23) yeah. So that’s something I wanted to ask about here today because I want to get that on Connor’s radar. I just want to make sure that it’s been configured for every provider. It may be that some providers are still completing onboarding, or perhaps there is an additional configuration… that Connor needs to make for any providers that are not yet being synced with caqh. So I’ll get that to him and have him provide you an update on that in tomorrow’s meeting as well.
Kari Simonsen (24:02) Okay. Sounds good. Okay, great.
Jack Schell (24:06) Caqh.
Jack Schell (24:12) And then the last piece here of course, is the specific services payer, enrollment, credentialing, and new state licensing. As we saw with the execution readout, we are starting to see some credentialing being processed and consumed, which is great. So, so far 14 requests with regard to credentialing have been submitted and consumed. And so that’s where we stand in terms of current consumption. If you look at the top, right, this is the summary of what is currently contracted for year one of service, what’s been consumed and what you have remaining. So plenty remaining for the rest of the year as we continue to ramp up operations together. Any questions on this piece? Again, this will be brought forward in every executive meeting. So there should be no surprises. And I want to make sure that we have healthy consumption together.
Kari Simonsen (25:12) No questions for me right now. Okay. All right.
Jack Schell (25:17) Well, with that, in terms of the additional product tracker, the only thing that I’m tracking outside of our standard operations right now is getting roster generation added, which I know that we are working on closely together. I want you to know that this does of course, also have the attention of our leadership. And so we are ready to move. Connor and Greg are both aware that this is coming and will be added to the implementation scope. So we’re ready to move as quickly as you are and appreciate the updates along the way here.
Evan Martin (25:51) But other,
Jack Schell (25:52) than that, the next meeting that we have is going to be on the… with regard to these executive meetings that you want to add agenda items or you want to make sure that we’re talking about something outside of what’s been covered today or you’re looking for more updates, please let me know.
Jack Schell (26:12) I’m happy to take your feedback and implement that in these meetings. Going forward… with that. I appreciate the time. I hope that you all agree. Can you actually just let me know? Do you agree that this meeting agenda is helpful and these touch points are structured in the right way?
Kari Simonsen (26:31) Yeah. I think this works for now. We’ll kind of maybe make adjustments down the road as we need to. But, yeah.
Jack Schell (26:38) So far so good. Absolutely. Cool. Evan. Any feedback or things that you’d like to see brought to these meetings moving forward or is this agenda, you know, relevant for now? I.
Evan Martin (26:51) think the agenda is relevant for now. I think since we’re going to be meeting more frequently, maybe we do the quarterly like your roadmap updates once a month.
Evan Martin (27:02) And then we can do, maybe have a shortened meeting the second week and just talking about metrics and where we have issues and shortfalls. Yeah.
Jack Schell (27:13) Absolutely. I’ll make that note. Roadmap, we’ll do once a month and then we’ll keep it to execution in the other meetings for sure. Yeah. And like with regard to execution as we do get underway, like something that I’ll want to capture is like if you have priority requests, service requests that you need the team to be aware of like Ray, then I want to capture those you’ll likely, Ray will likely capture those with you and your recurring operational syncs too, but those will likely not be stood up until implementation is wrapped up.
Jack Schell (27:52) So we’ll collaborate together for now on that perfect. Thank you. Awesome. All right. Well, I hope that everybody has a great rest of your day, rest of your week.
Evan Martin (28:03) Jack, I did get an email from our executive admin. The contract is going to steward is on the stewardship agenda for tomorrow. So, I’ll know probably late tomorrow afternoon if we can move forward or not.
Jack Schell (28:18) Okay. All right. Thanks for the update Evan.
Evan Martin (28:21) Lee, I’m going to email you. Leanne is actually the signer of all contracts. So I’ll give you her contact information, who would be the signer?
Jack Schell (28:31) Okay. That’s helpful. Yeah, I’ll get that updated as soon as you send that over. Awesome. And she.
Evan Martin (28:40) You know what? We’re going to make it? Aaron instead, I just realized Leanne’s… on vacation starting tomorrow. Okay? I’ll send that over with the approval once I get it tomorrow and let you know, okay?
Jack Schell (29:04) We’ll be ready. Gabby and Jen also are ready to support too. So appreciate it.
Evan Martin (29:13) We appreciate you guys. Thank you for helping us through this and hopefully lessons learned on. I guess we need to review SKUs with sales teams.
Jack Schell (29:25) I hear you. Hopefully, you can tell from this meeting that I do want to be diligent detailed and organized for you. And that’s what you can expect… you know, thinking of contractual impacts, ensuring that we’re doing the consumption review on a regular basis is of utmost importance to me so that there are no more surprises for you.
Evan Martin (29:50) Perfect. Thank you. We appreciate that. Yeah.
Jack Schell (29:54) I’m really looking forward to working with this team and I appreciate it. All right. Have a good one. Everybody.
Kari Simonsen (30:02) You too. Take care.
Jack Schell (30:04) Nice to meet you bye.