Transcript
Amy Frana (00:00) hey, Amy, Mike, how are you today?
Mike Manson (00:02) Long time. No chat. I,
Amy Frana (00:04) know, I get to see you a lot lately.
Mike Manson (00:07) That’s right. You’ll get sick of me soon enough.
Amy Frana (00:10) No, you’re just fine. I prefer working with you guys sometimes than the day to day op side. Yeah, yeah.
Mike Manson (00:22) Having worked on this account, and then with one oncology, I mean, that’s really my, I feel like I’ve learned a lot just from having seen more of your side. Yeah.
Amy Frana (00:34) How long have you been with medallion again?
Mike Manson (00:37) A year and a half, maybe a little bit more. Yeah, just, yeah, a year and a half.
Amy Frana (00:45) Nice.
Mike Manson (00:46) Hey, Asia… hey, how are you doing today?
Ashia Wallace (00:53) I’m good. How are y’all,
Mike Manson (00:55) doing great, doing well.
Ashia Wallace (00:57) I’ve been invited to the party. Yeah.
Mike Manson (00:59) Welcome welcome. I think we’ve got some good news for you today, so, I think you’ll be happy.
Ashia Wallace (01:05) I’m excited Lou had messaged me this morning. She was like, I think there’s going to be some things on the call if you want to come join it’ll. Be nice for you to hear firsthand and I was like it would. So I’ll be there.
Mike Manson (01:18) Nice. Glad to have you. Well, this is the first time that we’re getting introduced to Amy. So we’ll wait for Lou to hop on. She’s here. Actually let her in.
Mike Manson (01:35) Hey, Lou. Hey.
Amy Frana (01:36) How’s it going?
Mike Manson (01:37) Good. How are you today? Good. Awesome. I think garrison might join as well but I think let’s just get kicked off. He’s got 30 minutes. We’re just telling Asia. I think we’ve got some good news for you today. So we’re excited to connect with you. I guess just to like kick off like why we’re here. Obviously, you know, a few concerns about scalability raised on the spring side. And since those were raised, we really kind of put together a tiger team if you will, to attack this. You know, our goal is to take this from red to green as soon as possible and have you all feeling good about us partnering with you and continue to partner with you especially with the scale that we know is coming on the PE side specifically. So we’ve got Amy frana with us. She’s going to be running the call today and kind of going through some of the fixes that we have. I think we’ve got some great news to share with you some of the things that are outstanding. Like I said, we’re not leaving this alone until we find good solutions to make you feel good about moving forward with us and continuing to partner with us. Amy runs the team that Colette is on. So she’s kind of working cross functionally as you know, Leah previously with spring, she’s been very involved as well from the product side. So Amy’s really kind of taking this on and we’re very thankful that she’s spearheading this from an executive standpoint. So I’ll I think this is the first time meeting Amy. I think for garrison’s first time you’re meeting Asia. I think Lou, you and garrison have met before, but just for our side, Asia is really the boots on the ground person running PE for spring. So she’s really been the, you know, in the weeds working through this and, you know, was the one that kind of raised some of the challenges that we want to overcome. So, and Lou runs the credentialing, and I guess PE side as well, right? Lou. Yep. Okay, cool. So I’ll kick it over to Amy to kick us off. Yeah.
Amy Frana (03:38) Hi, nice to meet you both. I’m excited to get more brought into your account and see where I can help and bring some news to you today. As Mike mentioned, I’m head of engagement management here at medallion. So Colette, and then now we’ve added Jacqueline in to help support the account more on the PE standpoint. Both of them are members of my team. I have the right now 14 people in totality. So a good network of support that they can tap on as well. I’ve been with medallion about eight months at this point prior to I was with united health group both on the optum and uhc side for a collective six years. So some good experience in the healthcare industry. Medallion was a prior vendor of mine when I was with optum. So I’ve been in your shoes and I know how critical the issues that you’re seeing are so that we can get them actioned very quickly just to confirm you all can see the slide deck, correct? We can, yeah. Okay, perfect. So I will just jump in, really want to go through what we’re hearing matters most.
Amy Frana (04:50) And so when I got brought in, Mike and Leah and I have all been connecting with garrison as well, really understanding and hearing that kind of the four, it sounds like. But that’s what I want to confirm. The four key issues are reporting and data accuracy. So what that is there were limitations causing inaccuracy just in how the tracking of timelines was happening. And then we also had task management and workflow efficiency issues. So having our ops team assigning tasks directly to you all as admins, rather than directly to the provider when it should be able to go to the provider. And that we don’t have an easy solution today on how to be able to quickly see what PE related tasks are open as admins. Then the third issue is bulk update limitations. I know in talking with Colette that was something that she was helping out because we had the ability to do mass updates for caqh management internally but not customer facing. So more to come on that piece as well. And then the fourth one was data field visibility and system changes. So having a reduction in visibility for your provider service types, does that align with what you both are feeling today?
Lubna Kaur (06:23) Yes, absolutely. I think the only other thing that’s not as big but something we should address is how we’re going to pull in new providers for rosters on the connect line of business, which is payer enrollment. Because again, right now, like those providers are not new to spring but they might be new to connect. So that’s like something else we still need to figure out. But outside of that, these four would be top of mind for me. Asia, let me know if there’s anything else that we’re missing here.
Ashia Wallace (06:56) No, I think that’s pretty good and then kind of piggybacking off of the thing with connect there’ll be that hybrid in person and tele identifiers if we could get them at the location level instead of at the provider level because that’ll filter the addresses for.
Lubna Kaur (07:12) Rosters.
Amy Frana (07:14) Okay. Yeah. I’m just making a note. Let me follow up on that with our… team. I don’t know, Mike, have we done a lot of work already on the connect that you’re aware of?
Mike Manson (07:29) So we’ve generated, I think it’s eight or nine rosters that I’m aware of. That was for connect, right?
Lubna Kaur (07:37) Some of them are connect and some of them are EAP side, yeah.
Mike Manson (07:41) Okay. So connect is their PE, and correct me if I’m wrong Lou. As I understand it, connect is the new PE business. So it’s the new line of business that’s where all these enrollments are coming from. So, yes, we’ve done some work there, okay?
Amy Frana (07:58) So let me follow up with afterwards because we’ll go through the rest really focused on this but definitely can take that away and make sure that we have a smooth transition kind of next step and plan to get those providers. In my initial thought is it’s going to be kind of similar to a brand new like net import, but I will have to get a little bit more familiar on those pieces personally. Okay? Wonderful. Well, a couple of quick things from an operational standpoint. So a lot of what those four categories hit is going to be more on our product which we’ll get to here shortly operationally, we have a couple of things. So from a reporting standpoint, our analytics team was able to get engaged and update enrollment, the table for enrollment request to start including the intake date. I know that work was actually done a couple of months ago. And in more recent, it was found that there were some differences and discrepancies. So just the validity and the accuracy was feeling off a bit and we were able to work with our analytics team recently really dug in and found that behind the scenes, the discrepancy was coming from a differences in time zone. So everything’s still accurate. But just it didn’t look that way because the different time zones were causing the data to look different. That has since been corrected. Our team has validated. So now when you’re in, it should all be present and completely aligned no matter where you’re pulling it from. I don’t know Asia if you’re already seeing that that’s been corrected. But if not, and you are still seeing issues, let me know right away because our testing on RN shows that it should be pulling correctly now, no?
Ashia Wallace (10:00) Yeah. I checked it out in the analytics tab and everything looks right there. If I’m not if I’m thinking right? When you export from like the payor enrollment area, I don’t I think all of that data pulls into an export. So I don’t use that, which is why y’all sent me over to analytics. So on the analytics area, it’s there now.
Amy Frana (10:22) Okay, perfect. Yeah. And that’s something that as depending because we have a lot in that analytics tab. However there’s always different nuances that different customers are going to want to have available. So if you’re in there, there’s things that you’re not getting, just flag that to Colette and Jacqueline. And we can definitely take a look on how to get you any more customizable type of reporting or things that you might be needing if there’s additionals after this one.
Ashia Wallace (10:56) Okay. I think with the, because we’ve I’ve been trying to figure out and it’s going into one of the other things like a way to manage the tasks without being able to do it. Like I don’t know just, I’m trying to wrap my mind around how to manage them because it’s I think we have 378 that are in the needs attention bucket and that’s for per enrollment, per provider, not necessarily per task. So we had just been trying to figure out a way to identify like, hey, it’s only me and one other specialist working on it. So I don’t want us to be touching something multiple times because there’s no way to see the last time we touched something. So Colette had gave me the idea of maybe like putting a note in there so that I could say, you know, hey, review this one. This is where this is at X y Z. And so I, we did that and I went into there’s under analytics. There’s a task like assignment area or something like that, and it pulls in the most current note. But of course, the medallion team is working on things too. So if they update a note, which is what we saw, like they were updating the notes after me. So even using that didn’t really work. So I don’t know again, it goes into the task thing, but I was just trying to think about some way for us to kind of know once we went into something that we’ve already looked at it so that we’re not having to like right now, it’s almost like pulling a report for a snapshot in time. So if I pull it on a Monday, we can work that report all week. But then next week, it’s time to work the report again. And how do we know which ones we already touched it? So we don’t go back and duplicate it because it’s a lot of tasks.
Amy Frana (12:37) Yeah. Well, and I know we’ll talk a little bit on the next slide. Just kind of one option for that task, being able to better and quickly see what is there question that I have for you? When you’re touching a task and working a task? Are you doing a piece of it that then has to kind of set it aside and go come back to it later to get it completely closed out? Or are you usually working something? And like you’re done, nothing more is needed and we’re just having it still showing up on the list as being open.
Ashia Wallace (13:17) No, it’s it’ll be the first one. So like we’ve done all that we could and nine times out of 10, it’s somewhere in the provider like the provider is holding it up. But I just want Kayla and myself to make sure that we’ve tried to close the gap on any of the ones that are open that we could.
Amy Frana (13:36) Okay. Got it. That helps me so because I was going to say if it’s a closing thing, but, and that was part of it. I’ll go through this last one for the incorrectly being assigned and then let’s hop into the product piece of it because that was one thing that when we were talking with Leah, it’s like, okay, well, we have a couple of options as we know even clear what the need is might kind of we might be able to alter how we’re looking at it. So in terms of the actual task assignment, I met with our operations team just to really figure out why this is continuing to happen because I know it was brought up a couple of months ago. It sounds like it’s gotten better but it’s not 100 percent yet to date. So I worked with them in a couple things that are underway. Our, we’ve brought in and engaged really higher skilled agents specific for your account. We’ve updated our training. We’ve enhanced our operational project plan. So we are actually in a new system. I’m not sure how much was shared with you when you first onboarded with us. But previously all of our project plans which are kind of those step by step specifics for your account were in a Google sheet. And although it was linked to our platform, it really didn’t make it easy for our operations team to find every single little thing they had to go and dig our new platform that we have these in much more conducive. It really filters very quickly to the specific lines, specifically what’s needed right from our system. So this way when they say, hey, I need the directions, it goes right to the screen and walks through what should go to admins, clearly, what should be going to directly to providers. So that is what’s been enhanced and then trained out again. So I anticipate moving forward that this should be minimal to none anymore. The team is very aware and has been working extensively manually to help correct for it and then really pushing through to have that accountability on these additional agents. In addition to that. We’ve added additional support within peops, in terms of some leadership. So in December we added our director or we brought in a new director of payer, enrollment in early this year. We brought in a manager. Your account has a very dedicated group to it. Still the same group that we’ve had. It’s not a change of who’s supporting. We’ve just added these additional and with that, they are aware, they’ve helped put some checks and balances internally in to be doing QC. Reviews when necessary, full QA audits and really have kind of that stop and time to be able to ensure things are correct before they’re going out. Okay?
Ashia Wallace (16:58) For the, I know they’re right? I have some of the tasks pulled out. There’s seven Coi… tasks that are assigned to the admin. I brought this up on my call with Colette and Jackie yesterday, just about getting those tasks reassigned because, you know, the slas are going, but the provider doesn’t know that they are pending something. So if they could get these reassigned, that would be good.
Amy Frana (17:22) Yeah, I will follow up on that right after this call. I just made a note. So, yes, let me take that back and then have them also help take a look at when those went in and why we had a gap based off of what we’ve had worked up for it.
Ashia Wallace (17:40) Okay. And there are newer ones too. That because I, she has been going in and like I think she told me she was doing them herself like basically closing out the tasks and making new ones for the providers. So these ones are starting at March the eighteenth. And the most recent one was created. Two of them were created yesterday.
Amy Frana (17:57) Oh my gosh. Okay. No, thank you for letting me know. And I will follow up with them and our ops leaders and to figure out how that happened.
Ashia Wallace (18:07) That.
Lubna Kaur (18:08) Coi task recurs all the time it does and it kills us every single time because we’ve talked about it so much.
Amy Frana (18:17) Well, and it’s the Coi and there’s one other piece and sorry, it’s escaping me but, and that’s where just to confirm I’m understanding correctly, like the cois never should be coming to the admins. It always should be going directly and getting tasks to the provider, correct?
Ashia Wallace (18:37) If we’re talking about for PE requests, yes, it should go to the provider. I could see maybe sometimes like for our EAP side of the business, we use a group insurance plan. So maybe somebody missed it and we didn’t upload it. And at that point, yeah, if the group one is needed, y’all can task it to the admins because the providers would not have those. But if a PE request is attached to the provider and like that’s where that task is stemming from, it needs to come from the provider.
Lubna Kaur (19:07) And the reason for that is we require for payr and nomad, the providers to have their own cois. And then for the EAP line of business, we provide medmail coverage for the providers. So that’s part of.
Amy Frana (19:19) The coverage that makes sense? No, thank you for clarifying. So, yeah, let me take that one back and we’ll get those flipped over and… I will take a closer look to understand what happened with the agents that tasked them incorrectly so that we can circle back and let you know, okay, follow up. Yeah.
Ashia Wallace (19:40) Something else that I brought up on the call yesterday that I noticed was the caqh management team and maybe the intake team or the PE team, whichever one is working on the provider, they sometimes have similar tasks. So like let’s say a provider hasn’t authorized their caqh, right? So the caqh management team has created a task for that, and so has the PE team or intake or whoever’s working on it. And Colette let me know that the teams themselves don’t have visibility to see each other’s tasks. But she said she was going to take that feedback back because I told her I was like, you know, if we’re doing tasks like and we’re doing counts or we’re trying to analyze, you know, the amount that we have, those duplicates, shouldn’t be counted twice. Like hypothetically… you know, it would be perfect if they could see that the task has already been tasked out to the provider.
Amy Frana (20:35) Yes. Let me follow up on that. I didn’t get a chance to connect with Colette this morning on your call yesterday, but that’s good feedback and agree they should be able to see it. And that is something that they’re supposed to be checking what is already out and making sure. So I will get that feedback back to our team as well and see if there’s a way that… even if we can kind of prevent that from even happening if a task is already out, not letting it do another one.
Ashia Wallace (21:05) Gotcha. And just to be clear, so you’re saying that they can’t see each other’s tasks?
Amy Frana (21:10) They should be able to, yeah, so, okay, because they all have the same, they have the behind the scenes view. And so typically, there’s a couple different places that they could go to be able to see that whether it’s like from a full task side or from in the platform, I know that a lot of our PE operations versus intake will work out like kind of behind the scenes and not always directly in medallion software directly. So I will get confirmation that even where they’re going and pulling and working out of, they should be able to be seen if there’s other tasks out there.
Ashia Wallace (21:55) Okay. And it seems like the duplicate tasks are more so coming from the caqh management team because intake or whoever has already tasked the provider for those things.
Amy Frana (22:08) Okay. Yeah, I will go. That is one of our teams that I haven’t spent as much time with. So I will go and do a little bit more digging on that front, no.
Ashia Wallace (22:19) This makes me feel so much better because on yesterday’s call, Colette and Jackie mentioned like it’s a system limitation and that they absolutely cannot see the other tasks that exist. And so I was like, well, so they.
Amy Frana (22:33) And I’ll follow up with them too. Yeah. And I know Jackie’s fairly new to my organization and Colette is much stronger on the cred side. So, while Jackie has been taking all the courses and digging and playing around in the platform, I’ll make sure that she’s aware, yes, they should be able to see it unless it’s something behind the scenes in that like not directly in medallion that they’re not able to see it. But then we’ve got to figure out a solution for you. Okay?
Ashia Wallace (23:02) No, thank you.
Amy Frana (23:03) Yeah. Absolutely. I’m going to hop ahead to the product side of things because I know we only have about seven more minutes. So the big update that we have for today that I think we just received this morning that our product team was able to quickly push through this one is we do now have added functionality for you as the admin to complete your own caqh bulk uploads. So just like we were internally having Colette able to do it, that capability is now live for you and your well, for any of our customers, but specifically so that you guys can go in and do that on your end?
Ashia Wallace (23:48) And is it on like I’m in here right now? Should I guess how would we do it? I don’t see where we could check that whole row of boxes.
Amy Frana (23:57) Yeah. No, great question. I will send over a loom video. Can you guys let me ask this? Can you access loom? Yes?
Ashia Wallace (24:06) Yeah. Okay.
Amy Frana (24:08) I will send over a loom video that our product team put together that will walk through exactly how to do it. And we’ll make sure you have the ability to go in, test it if something still. Then afterwards you’re not having that access, let me know and I can have, I can hop back on with you Asia and we can kind of walk through it together. Okay? But yeah, it should be there. And then for the other things that we had. So the open tasks, this is the part that you were really talking about is it’s really our understanding and like and you are not the only ones we’ve heard this from, but it is hard to find out when those open tasks are there. What’s not captured here is the piece that we talked about a bit more. I’ll take that back to our product team to build in two of how to flag that you’ve already touched something. But what we have from our product team is they are looking at how to add a column to show each of the open request types, allowing you to filter and be able to kind of maneuver around a little bit more. So you can get specifically to the grouping that you’re wanting to see. This should be a pretty quick turn similar to how quickly we had the caqh bulk upload piece go. I don’t know when taking this additional feedback and building it in if that will turn it, I can’t imagine that it still wouldn’t be somewhat a quick turn timing, but I can, once we connect with Leah after this, I can let you know just what we’re thinking of if this is something that seems of interest to you and if this would be helpful.
Ashia Wallace (25:55) No, yeah. I think that would be super helpful.
Amy Frana (25:58) Okay. So I will see maybe they’re already working on this one and then I’ll have to get a different request in for the touching indicator of some sort. But once we know I’ll take this feedback back, I’ll let them get back to me on how quickly they can turn it around and we can give you that update. So, you know, when to expect it by. Okay. And then the last one is work history updates are currently manual. So this one is not going to be quite the quick turn. However we really are wanting to evaluate what is that best path forward to be able to automatically leverage the data from credentialing information to bring it in that work history. Excuse me on provider profiles. So Leah is going to be coming. Excuse me. Sorry, I have allergies picking in. Leah’s team is currently evaluating internally based off of what we understand the ask to be, but we want to partner with you and talk through. I don’t know Asia if that’s you, Lou, if that’s both of you or who that would be, but we definitely want to take a look at how we can bring that in and auto populate.
Ashia Wallace (27:17) It’s really stemming from me and honestly and Lou, you can go against me if you want to. I… don’t care if it’s in the work history area or not. The reason that I asked, is there a way to like mass, do it is because when it goes to PE, I guess one of the intake tasks is to look to see if the spring health is under the work history with the start date. And so I was thinking well, hey, you know, they’ve been saying all these things about the sops, if we just tell y’all’s team, hey, whenever you’re entering in spring health on the enrollment applications, just use the initial credit date that’ll be fine. That wasn’t the case. And like we have to actually go in there and put it in. But that’s why I was asking, well, can y’all, just automatically move it over it’s? Not because I need it for something else. It’s because y’all’s team needs it.
Amy Frana (28:06) Got it. Okay. And that is helpful. So I think we will take a look then we’ll work through that and we should be able to figure something out. We just need to know from our product team, what specifically that would be. So I just want to make sure to understand today. Then you’re manually having you go in and add that in or are the providers having to go in and add it in it’s?
Ashia Wallace (28:35) Being tasked to the provider, but me and Kayla, we go in and we do those for the providers.
Amy Frana (28:43) Okay. No, I appreciate that. So just know we are looking at that. We will have a solution here that we can let you know because we don’t want to be adding those additional tasks to you or your providers. Okay?
Ashia Wallace (28:57) And.
Amy Frana (28:57) then I know we only have a couple more minutes. So real quick, I shared some of these updates earlier, but these are just some across operations as a whole for your account as a whole, not specific to any of the specific issues that we’ve talked about. But in addition to the couple of people that I mentioned earlier for adding in for payer enrollment, we actually had Nate Rosenthal join our team last week as coo, Lawrence bauder. We now have him as VP of business operations. He joined us about a month and a half ago. So we’re really expanding that operational leadership. And with that, we’ve added in a quality assurance and quality control team. So just a lot more visibility around pre app and post app submissions for PE, deeper review on follow ups and how our team is working through those follow ups. We also then have added in a training team. So a dedicated small group right now, but plans to expand where they’re really enhancing our operating procedures and actually training, doing stronger training, more specific, more streamlined specific to project plans and just industry knowledge and changes as they’re coming as well. And then lastly from a reporting standpoint, so bringing in these additional ops leaders, we now have some new and enhanced reporting that’s reviewed on a daily basis by all operational leaders, really focused on quality submission timeliness, all of the things that really will help improve as we continue to proceed forward with more and more of your enrollments.
Mike Manson (30:51) I would add to that too. I mean, everybody that you have listed here is super impressive and they’re new, but I will say like Nate and Lawrence, they’ve been involved in our sort of pre conversations about this and they both came from doordash pretty impressive backgrounds there. So they’re very like tech focused operational people. So I think they’re going to be awesome at helping us work with products and operations to get some of these problems fixed. That’s.
Lubna Kaur (31:18) great to hear. Thank you so much for letting us know about these operational changes. It’s exciting for medallion for sure. Yeah.
Amy Frana (31:27) Yeah, we are excited. I know.
Mike Manson (31:29) We’re out of time. I have notes that I’ll put together and summarize and we’ll follow up, I think Lou, I think we’ve been good at just keeping the lines of communication open. Why don’t we plan to meet maybe around same time next week? I can just shoot you a text with some availability and just make sure we’re following up on these that’d.
Lubna Kaur (31:48) be great. And again, thank you so much team for your quick work on this. I really appreciate the partnership and as always, I’m really excited to continue moving forward.
Amy Frana (31:57) Awesome. All right. Very nice to meet you both. Nice to meet you. Thank y’all. Yeah, thanks. Asia will be in touch with the loom and the couple other follow ups. Okay. Thank you. Great. Thanks. Have a good day. Take care.
Lubna Kaur (32:11) Bye bye.