Transcript
Stephanie Ryan (00:11) hi, Allie.
Alexandrea Fair (00:16) Sorry, I was on mute. How are you?
Stephanie Ryan (00:18) I’m good. How are you? I don’t think we’ve actually met, no.
Alexandrea Fair (00:22) It’s funny because I actually joined just because I was curious to understand the new faces and names and I’m Allie the chief operating officer here at Iris.
Stephanie Ryan (00:35) Hey, I’m Stephanie Ryan. I’m your senior account manager. I’m newer to the partnership experience. I came in January and then really started to dive in here more. So at the end of February. And then you see Jack who is on my team. He’s actually just a newer team member who was sitting in to learn today. He’s just shadowing. So, Jack has been with medallion for probably about a month now. I’ve been with medallion for just over a year and then you actually have a new engagement manager as well. So previously, the team was working with Janine hale and she is no longer with medallion, but we have James who has stepped in and the team is meeting with him, I believe on a weekly or biweekly basis to talk through operations. So I’ll take a step back here as your account.
Alexandrea Fair (01:32) Manager. And where is merit?
Stephanie Ryan (01:34) Merit is our credentialing director. So she comes in if there’s questions, she attends the monthly mors that we have, but she has a team of people that are reporting to her from a credentialing standpoint.
Alexandrea Fair (01:50) So, this explains why I hadn’t been getting the mors. I stopped as of the last one I got was in December from Janine and I hadn’t seen any since. Okay. So.
Stephanie Ryan (02:03) We are establishing a new cadence for the mors. We actually just met a couple weeks ago, and I am setting up a brand new meeting that we are going to start at the end of April. So, Allie, I’ll make sure that you are included on that invite and going forward then you’ll have them.
Kira Fleshman (02:25) Yeah. And that’s my fault. I didn’t know you wanted to be involved in the mors, Allie. So I’m happy to forward those to you going forward too. We just had one with medallion a couple weeks ago.
Alexandrea Fair (02:39) Yeah, I have the, yeah, I don’t know. I thought I saw the mors on my calendar but I don’t think I was getting, so maybe I’m not on the Mor anymore, no, Allie.
Kira Fleshman (02:51) It’s what Stephanie just said. It’s because our engagement manager changed. So, remember, Janine, she’s no longer with medallion. So we transitioned to James and he put a whole new set of mors on our calendars and he didn’t add you to that series. So we can add you to the series. It’s a whole new meeting invite. Yes.
Alexandrea Fair (03:13) Yeah. I’d love to take a step back because, you know, Kira’s fairly new in the mix here in terms of we had Amy who was overseeing this and I’ve been consistently engaged and the turnover with your management team has been quite frequent. And this is really concerning because it’s affecting our own team that we have new people coming in and out every couple months. So, Stephanie, it sounds like you’ve been here a year. I don’t recall ever meeting you, but I do have to tell you that I’d like to take a step back and just talk about why are all these changes? And is this happening across the board with all your partnerships that you have and you’re making changes or is Iris like an anomaly that we’ve had four different account managers in one year? So?
Stephanie Ryan (04:13) I think let’s take a step back here. We’ve got two different roles supporting the Iris account. You have an account manager who is myself and I am supporting you from a contractual and commercial standpoint. So if you have questions about the contract, if you have questions about your consumption, your invoices, things like that. That is where I come in and have.
Alexandrea Fair (04:36) You been working with us from day one?
Stephanie Ryan (04:38) No. So I’m new, I believe you had, was it cliff on the account before? He is a direct account executive? So he’s doing the selling. He stayed on your account as you were getting up and running. And we made the decision in late January to bring me on more as like your dedicated account manager. So I will be here. I’m not going anywhere, Janine, I believe was on your account, maybe from the beginning or very, no. I, I’m not sure who was on the account initially. I.
Alexandrea Fair (05:12) Mean, I actually would love for you to go and look at how many different people we have had and I’m like a little frustrated here today to even, you know, unfortunately, I didn’t get to sync with Sarah, Kira on this and the team. But it is concerning that we just continue to bounce with different people coming in and out.
Stephanie Ryan (05:35) I apologize for that. I think that we’re in a pretty stable position right now. I’m not going anywhere. James is not going anywhere. I’ve.
Alexandrea Fair (05:43) heard this before that.
Stephanie Ryan (05:45) Being said Kira, I would say with James coming in, I feel like we’ve had some very productive conversations over the last month or so and even our Mor, I think we got a lot more accomplished this last time than we have previously. So I think we are in a really good spot to partner together and collaborate. But I hear your concerns. I’m happy to share my leader’s contact… with you. We can absolutely have another conversation about that. You can share your frustrations with her. Unfortunately, we do have new people, but I think that based on the productive conversations we’ve had, I think you have the right people on the account right now.
Alexandrea Fair (06:34) Fair enough. You know, I would love to see and I’ve asked for an org chart because like… I said, so clearly I haven’t been involved in the last couple months and now it’s like all new people, which is just really concerning and it’s concerning for me because this is an outsourced model and I’m the one that put my reputation on the line, right? And I’ve got team members that are leaving who just don’t feel confident in medallion and the fact that there’s just a revolving door of constantly different people coming and going. And it’s a real problem for me. I hear you as a matter of fact, I have a meeting this afternoon with the senior leadership team who’s really questioning what is going on here because we’re losing people as a result of this.
Alexandrea Fair (07:24) So, you know, I like I open up the Mor and I think it’s great that you’re hitting your KPIs that’s fabulous. But that’s not the sentiments I get on a regular basis and feedback I get. So I’m sure this wasn’t what you were expecting when you started this call, but I am really concerned with all these different names and I’m glad that you think that this is good because of the people who are being put in there. But from a customer standpoint, and I talked to Cameron a month ago because he was asking if I would, could, you know if he, you guys would use me as a recommendation? And frankly, the answer is a hard no.
Stephanie Ryan (08:11) I hear you. I think that what we should do as a next step here is I’m going to share your feedback internally and I’m going to have our leaders reach out to you. I think.
Alexandrea Fair (08:20) that, who are your leaders? My?
Stephanie Ryan (08:22) Leader is Gabrielle Norton. She is the head of account management. We also have a leader of our, and.
Alexandrea Fair (08:28) who does Gabrielle? Like I’m going to do an org chart for you? Who does Gabrielle report up to?
Stephanie Ryan (08:34) She reports up to our chief revenue officer, Kyle carbine?
Alexandrea Fair (08:39) Oh, am I… do you want, can you guys not hear me?
Stephanie Ryan (08:44) We can hear you. Can you hear me?
Alexandrea Fair (08:48) Yeah. I asked, who does Gabrielle report up to?
Stephanie Ryan (08:52) Kyle carbine? Our chief revenue officer?
Alexandrea Fair (08:58) And Kyle reports up to.
Stephanie Ryan (09:02) Derek, our CEO?
Alexandrea Fair (09:06) Yep. I know Derek, I think it’s time to talk to Derek. Okay. So, you report up to Gabrielle. So we’re in terms of merit, who does she report up to?
Stephanie Ryan (09:16) Merit reports up. We have a new coo who just started. His name is Nathan. Well, we didn’t we.
Alexandrea Fair (09:25) did not have a position, keep going that’s all right. I know. I’m really frustrated as you can tell, I don’t mean to be disrespectful to you, but so Nathan, can I have his last name yep?
Stephanie Ryan (09:38) It is Rosenthal.
Alexandrea Fair (09:42) Okay. And so Nathan reports up to Derek, correct? And then, is there anyone else in the mix that we’re working with? Amy?
Stephanie Ryan (09:51) Frana, is our head of engagement manager team and who, so James, who was assigned to your account? He reports to Amy and.
Alexandrea Fair (10:02) Who does Amy report to?
Stephanie Ryan (10:04) She is reporting up? I believe to Derek, okay?
Alexandrea Fair (10:11) And who do we work with on more of a daily basis? Is it Amy and James?
Stephanie Ryan (10:18) So, James is who you work with from an operations perspective? And he’s meeting with your team. I believe weekly or biweekly and.
Alexandrea Fair (10:25) What is his title again?
Stephanie Ryan (10:27) Engagement manager and,
Alexandrea Fair (10:29) so, before James, it was Janine, and before Janine, it was someone else. And before that person, it was someone else like this is literally the fourth person.
Stephanie Ryan (10:40) I can’t speak.
Alexandrea Fair (10:42) To him again, I just want to explain to you that’s the day to day we were one year in a few months and we have had four different people at the helm with the day to day and it’s, really disruptive and frustrating. The first person left unexpectedly. Then we got a second person who needed to go on maternity leave. And then we had a third person. Then we had Janine, it’s like this is crazy. I don’t even know the names I’d have to go back and buy emails. So we definitely need to have a discussion about the inconsistencies in the leadership here, which drives the engagement. KPIs are great, glad that we’re hitting some of these top level KPIs, but our teams need to trust each other and they don’t and,
Stephanie Ryan (11:34) I think we can start having that conversation today. I understand that there has been turnover on our side, but I’d love to hear from you. Where is the trust missing? Because that’s how we can start to build it back.
Alexandrea Fair (11:49) Well, I think it’s because how do you build a relationship if every few months it’s a new person sitting in that seat that’s I mean, it’s just pretty basic Stephanie. Yeah, I.
Stephanie Ryan (12:02) understand that. I can’t control the account turnover. I think that James and I are doing our best to meet your team where they’re at, to collaborate as best as we can. I can’t go in the past and change who was assigned to your account. I think going forward. Stability is number one. I’m hearing right? We need account stability with who your contacts are… outside of stability. I’m hearing you tell me that you have people on your side who don’t feel confident in the medallion partnership and they’re actually leaving your organization. Because of that, can I hear a little bit more about where they’re lacking the confidence? Yeah.
Alexandrea Fair (12:41) I’m not prepared to have like this discussion right now because some of this is all happening on our end fairly quickly. And now, I’m understanding there were sound bites I heard and I thought it was older sound bites, but one of them was, you know, we’re just continually having a revolving door around the people we work with and it’s hard to establish rules of engagement and relationships and trust when every few months it’s somebody new. I mean, I don’t know how else to explain it more than that. Erica Dale is leaving our organization. And one of the main concerns for her is just, she doesn’t feel that, you know, the relationship we have with medallion is strong and I would agree with her. I would agree with her. I mean, the fact that here I am sitting on this call, I have no idea who you guys are and it’s really frustrating to me. I should not have to even be on this call.
Stephanie Ryan (13:37) No, I agree. I think.
Alexandrea Fair (13:39) So where is Derek?
Stephanie Ryan (13:41) Let me take this back and we will get a call scheduled with our leaders by the end of the week to talk through this more with you and Kira if that works.
Alexandrea Fair (13:51) Yeah, that’s I think it’s absolutely necessary because I can’t stress the importance of and I’d like to see all the names in the box. I want you to see all the different names that our team has been dealing with over the course of the last year. Just do the last 12 months, it’s significant. And I understand we’re all running businesses and it’s difficult. But when it affects my business, this is a problem. And I have no doubt that you and Jack and James are super capable, but we cannot keep dropping new people in without having any sort of disruption on our end. I mean, you’re considered a vendor to us and when the vendor is just constantly changing names and it’s funny because Cameron never even I explained to him the situation. He never even followed up with me probably because he realizes there’s not much he can do. This is what’s happening on the ground. So this is a problem. And I’m saying right now that I am really concerned and it’s not your water to carry you need to get with your leadership. And I would like to have a discussion with your leader. And if it has to be Derek that’s great.
Stephanie Ryan (15:19) Okay. We can absolutely make that happen. I will message my leader today and we will get time on the calendar. I’ll have her reach out to you directly. We’ll want Amy franek to be a part of that conversation too because she leads our engagement management side.
Alexandrea Fair (15:35) Yeah, and a clear, I think org chart would be helpful because that has definitely I can forward you what somebody had sent me in email and it was like this simple thing and it’s just like you said, you’re here. Then there’s this person. Then there’s that person and they all roll up to different people and everybody’s changing roles. So anyways, it’s not going to be a dead horse. I think I jumped on because I am definitely concerned with new names.
Stephanie Ryan (16:12) Okay. Fair feedback. I hear you. I understand. I think we’ve got clear next steps here. I’ll work with my leader. We will get time with you… Kira. I know, we had a really good Mor a couple weeks ago. I wasn’t privy to, the information that there were team members who are very frustrated with the partnership with medallion. So that just happened. Okay? I think, I mean the person.
Kira Fleshman (16:42) who’s leaving? That just happened. So, yeah, we did. She, she didn’t give notice until after our Mor.
Stephanie Ryan (16:48) Okay. So I think that that’s like we should absolutely spend some time talking about that and making sure that there is trust in the partnership there. There is the value that you signed up for. And I think that regardless of where we’ve been, you are in very capable hands and I think we can get this ship back on path. But this type of conversation I think is very helpful because we just, we have not been aware of that. So, I know our biggest focus is slas and making sure that reporting is accurate.
Stephanie Ryan (17:26) And so we’ve been spending a lot of time internally there, but would love an opportunity here to talk through like how best we can partner together going forward too. And we can kind of use this as like a level setting conversation to make sure that we’re meeting expectations going forward.
Kira Fleshman (17:43) Yeah, that sounds good. Okay?
Stephanie Ryan (17:48) Why don’t we do this? I will drop. I will connect with my boss. We will be in touch with you with a time to connect just on kind of the partnership to date and the turnover that you’ve experienced and.
Alexandrea Fair (18:04) I think Cameron should be on that call as well.
Alexandrea Fair (18:06) He’s the one that sold the, you know, that closed the deal and… the conversations prior to that and the interactions and all the people dropping in and out and in and out just do not match what we signed up for. Okay?
Stephanie Ryan (18:27) I’ll share that and we’ll make sure that we’ve got Cameron on the call, my leader, Amy, and we’ll do our best to get Derek involved as well. And then you can share all of that feedback with them, and make sure that we’ve got a good plan for this path forward in this partnership and… should, so, who was?
Kira Fleshman (18:48) Jen’s leader?
Stephanie Ryan (18:51) Jen. So she’s on our product side and she reports up to give me a moment here, merit? Yeah.
Kira Fleshman (19:00) I thought so well, I probably would be good to have her in the mix because she, I know it’s new information to you, Stephanie, because you’re new to the account. So I think that’s you know, what I’m picking up on, merit and Amy have been probably along for the ride. They’ve happened along for the ride for longer and I think that is part of like what I’m hearing from Ali is like there’s always something that gets lost when, you know, when accounts transition and when new people come in the mix. So, you know, that steady historical… context is really important, and that’s what gets lost, in the switches.
Kira Fleshman (19:50) And Amy and merit, I think have had more longevity than probably anyone else from the names that you’ve just shared for that next call. So, I think Amy and merit should be on that next. Okay?
Stephanie Ryan (20:05) I will get a note over to my leader right now. Expect an email by the end of the day for scheduling and we will continue the conversation and make sure that your feedback is heard that we understand it and that we’ve got a solid plan moving forward here for the partnership. Okay? Sounds.
Kira Fleshman (20:26) Good. Okay.
Stephanie Ryan (20:27) Thank you all so much. We will chat soon here. Okay? My.
Alexandrea Fair (20:30) Internet is okay?
Stephanie Ryan (20:34) All right. Thank you. Yep. Bye.