Transcript
Rheta Larson (00:00) hi there. Good morning. Hello. Good morning. How are y’all doing today?
Sheri Ryan (00:08) Good. How are you?
Rheta Larson (00:10) Doing well. Thanks for asking. We got some heavy rains this morning. So super relaxing, super morning that’s nice. What?
Sheri Ryan (00:20) State are you in again? I forget.
Rheta Larson (00:22) I’m in, Texas, it’s.
Sheri Ryan (00:24) not even morning for you.
Rheta Larson (00:26) Is it? No, it’s afternoon now… but let’s see. I’m pulling everything over. It looks like y’all are the only two in the waiting room currently. Are we waiting on Durant? Kristen, for this review? I know Durant?
Sheri Ryan (00:47) Is out of town? I’m not sure about Kristen, but really, you can just go ahead.
Rheta Larson (00:54) Okay. I kind of have a loose agenda. It’s not really too structured but what I like to do on the platform overviews is really just break it down from the providers tabs when they’re first onboarded, going through their profiles. I’ll hit on the overview tab again because I know that’s primarily where you all will work out of, and then we can hit on the privileging tab where you can kind of monitor the work for the applications we’re working on. But if there’s anything in particular you all want to add to the agenda, I’m happy to incorporate that in. I know it’s only 30 minutes, so we might need a separate session, but, okay, let me know perfect.
Bitnerworkman (01:38) Can you guys hear me out?
Rheta Larson (01:39) There? Yes. Oh.
Sheri Ryan (01:41) There’s Kristen. Hello, Kristen.
Rheta Larson (01:45) Hi guys.
Sheri Ryan (01:47) Hi, baby bittner.
Bitnerworkman (01:49) Hello. Sorry, I needed, I just had to let somebody in. I tried to, at least for our windows up there. Oh, at our office. So I missed that first part of the overview of what you wanted to run through.
Rheta Larson (02:04) Yeah. I was just explaining it’s a pretty loose agenda. What I like to do on these platform trainings is I like to really take you all through the medallion platform from like square one as if you’re joining for the first time. So I’ll go through the provider’s profiles, kind of all those tabs and overview sections where we’re extracting this data from. And then I will go through the overview section which is where you all primarily work out of for any of those provider admin tasks. And then lastly the privileging for the initial and reappointment applications that are in flight. I’ll kind of go through the in progress and how you can view the data in real time as we’re working on them. But again, if there’s any one area in particular, you need further assistance on, let me know and we can dive into it as well. Great with that. Said, let me share my screen. Okay. Can you all see the medallium platform? Yeah. Awesome. Okay. So right now, I’m just in the main overview section here essentially, whenever new providers are onboarded to medallion or invited to medallion, which it sounds like y’all have been having some issues with the providers accepting their invites. I think I touched on this in the last sync, but you have a list here on the members section for all active users. And then as admins, you can see both provider and admin privileges under the role. So I like to just highlight that if the provider has an invite accepted status, they are on platform. They’ve got the invite. They’re in that’s not to say that the profile is filled out and completed, but they had no issues. Invited means they have been sent an invite. They just have not accepted it yet. So that’s where I would focus energy. And maybe if y’all need work done for them, really ping them, prod them to get in there, accept the invite. I think Durant, maybe bender, you’ve also experienced in steel was explaining that some of the providers aren’t getting the invite. So if we send it multiple times, it eventually stops sending it to them. So just flag those if y’all have any issues and we can revoke completely and then just resend fresh and new. Essentially I’ll just use some of these providers as examples here. Let me see if I can find one who has a pretty filled out profile. So right here, I’m just searching for all providers on the providers tab. And I’m searching this little column right here. That’s going to indicate their profile threshold for completion once? A provider is onboarded and invited to the platform. You’ll see this as a marker to indicate like, hey, they still have a whole bunch of outstanding items to accomplish to get their profile up to speed for medallion to begin work. So, ideally, we want to have 100 percent that’s a good file. So I’m just going to use Maryland as the example here. But once you click into a provider’s actual profile, this is kind of like the meat of our information that medallion is using to transpose this information onto applications and submit them to the entities or to the payers or whatever products you’re working on like licensing. This one in particular, it’s going to highlight the provider’s first and last name, their title, and then the email tied to the account. This one typically, I see with clients, they have their work emails listed. So if there’s no rhyme or reason on y’all’s end and how you’re inviting them that’s fine. But just take note that this is their primary email associated with the medallion profile. Providers tend to have like tons of emails. So they get confused with all the email invites. And I just quickly glance here and say, hey, as a reminder, it’s getting sent to your Gmail, not your work email. But this is what they will work out of essentially once they’re invited, it does prompt them with a selection to import their information from caqh, if they have a profile. And I think all we need from that end is just their caqh id, their social security number and name, and then they can extract that info and pull it over to medallion. If they do that, it fills out most of this information. It gets us close to like 60 70 percent. Some providers tend to do this manually. So they’ll go kind of tab by tab and just ensure this is all up to speed. First tab here is basic info, pretty self explanatory, it’s going to capture anything related to the provider as a whole regarding their information such as name, social, date of birth, their birth address, their mailing address, their permanent address, citizenship, so on and so forth. So some applications do call for this information, which is why it’s important. We fill this out. I think one other call out here is additional names. I see this time and time again for PE and licensing. If they have like name changes, if they had a different name during residency or whatever the case is, they got married, we just like to know that information. So that way, there’s no discrepancy that the entities are calling out. And like, hey, I can’t, find this provider, but anything with this, you all can edit. I don’t know what y’all’s workflow is for like checking these over once they’re full. I don’t know if y’all meet with the providers on an ongoing cadence but that might be some good feedback. Is just making sure you’re vetting these and ensuring they have the appropriate information filled out. You all can edit these as you see fit. But really we rely on the providers to update this. And then the last bit of information is anything that is editable. You usually can see the edit history here. So this is pretty common. Sometimes what will happen is providers might go in and accidentally change something causing our team to input that information onto applications. So if something like that arises, we’ll do a deep deck to see. Was it a medallion error? Was it a renew error? And then just ways we can prevent that from happening in the future? I like to call this out because sometimes providers will quickly escalate it and it just turns out they accidentally missed something or changed something. But basic information is pretty self explanatory once they fill this out, they kind of just proceed with this workflow. So next is going to be the professional info. This is just going to give details on their profession, such as crna, if they’re an MD, do, if they have any specialties, so on, and so forth. Are they a graduate from us medical school? Were they foreign medical grad? Do they have an fcbs profile? I have a.
Kristin Jensen (08:38) Quick question. I’m sorry. So you were talking about caqh earlier. And in the professional info, it shows that they can put in their yeah, exactly… is it important to have that information in for your guys’ side?
Rheta Larson (09:03) Or?
Kristin Jensen (09:04) Is it just kind of optional? Because I don’t know. I’ve just noticed it could help. Yeah.
Rheta Larson (09:09) For profile completion, it’s optional. So they don’t have to select the caqh prompt to update their profile. If y’all have ongoing management, then yes, that’s where it becomes necessary for us to obtain the relevant information to the providers. But for the profile data not relevant, they can do this manually if they decide it’s just a lot easier.
Kristin Jensen (09:32) Yeah. Okay. Cool. Thanks.
Rheta Larson (09:36) And then any controlled substances. So I like to combine these two because they kind of go hand in hand for the professional info and professional history. This is going to be a continuation of just everything related to their background. So education, we usually try and obtain information from high school forward. So undergrad medical school, so on and so forth. If they went to residency training, all of this is super important. And typically the first system will flag anything that’s a gap of 30 days or more. So if they went on sabbatical, if they went on vacation, if they had a lull between, you know, graduating and starting training, that’s where our team will kind of dig in and ask like what were you doing during this time in case it’s flagged. Work history is also super important. We will usually get the CVS from providers with the expectation that we kind of just fill this out. Intake can help with some of this as they come through our intake team. But really that’s on the provider to input this info. All you would do to add these is just anything in platform, you can add training, add work history. And then this is going to give you a breakdown of everything that needs selections. So again pretty easy to follow. Once you’re in there, if you click on something in your questioning dates, you can see what the providers entered. If they need to be edited, you can change those. You can add additional notes addresses, and then any contact information relevant with those employers. And then some of these miscellaneous questions like hospital affiliations. I know this is pretty important for your organization. So if they currently have hospital affiliations, they would just need to add and fill in the requirements here. This one will give you kind of the robust list of the type, the state that the hospital is tied to, you’ll select the actual hospital and then so on and so forth with the affiliation status. So is it a primary hospital? Do they have privileging or admitting privileges, start and end dates. And then they can save that. So this is a fairly new section but we’ve had it for a while now. I like to try and keep these separate just making sure the providers understand. I know confusion happens here as well the employer versus the hospital affiliations. So I think that tends to get a little blurred whenever we have providers who are contracted through certain entities but not necessarily employed with them. So if you have any questions with providers, I would kind of encourage them to fill out one or the other there. Military licensure exam history references. This is again just a space for them to input the relevant information tied to their professional history.
Kristin Jensen (12:19) With the references, I think… bittner and I have noticed that some of the information on there, it says optional. But then when we go to do the credentialing, privileging, a medallion agent comes back and says, hey, we need city state… contact information or whatever. Even though it says optional. So is it necessarily optional or do we need to encourage them to fill out as much of that information as possible?
Rheta Larson (12:52) That’s a great question. I think currently, it’s optional because every product skews a bit different and not necessarily required for like licensing in some cases or credentialing in some cases, for y’all’s privileging or hospital appointments. I would say if that’s something that you have been seeing then definitely kind of require those providers to make those changes. I don’t know if I can make this change with like product. It’s kind of right now. One size fits all. But, yeah, that’s some good feedback that I can present to the team to ensure that like we’re trying to capture that information up front during intake at least for y’all’s providers, but I’ll jot that down. And then that might just be an area you hit with the clinicians as well, just making sure they focus on those. So you said for the optional areas you’re seeing that we most times come back with the start and end dates, the addresses.
Kristin Jensen (13:54) Yeah. Like, so for example, they’ll send off an appointment and then it will come back and say for the peer reference we need their.
Rheta Larson (14:05) City.
Kristin Jensen (14:07) their state, their email, that kind of thing. When obviously on here, it shows optional.
Rheta Larson (14:15) Okay. Gotcha. Yeah.
Kristin Jensen (14:17) Which is fine. We can get it from them that’s no problem. But is it optional for the hospitals? Yeah, we can just encourage the providers to make sure they fill it out the first.
Rheta Larson (14:32) Time. Yeah, I agree. I think it’s good feedback and I can definitely partner with the team there just to see if that’s something we can make required. I don’t know if it’s an easy fix, but we’ll definitely chat through it more on our operational things. Thanks for that feedback. Cool. So just continuing on this gives them the space to add their existing licenses. This is a mirror of this tab here. So if you like just want to remove the noise and just see their existing licenses, we encourage providers to upload any and all record of their previously held licenses regardless if it’s active or not. This is also important if y’all are on ongoing monitoring or expiration monitoring because that will fall into the appropriate cadence for our team to ensure these are up to speed and renewed. But that’s just a space that you all can turn to and kind of manage how you see fit with your organization certifications. So if they hold a board specialty, that’s where we would request this information. Typically, when you add these, you can also add documents. So if you edit these, there’s usually some sort of attachment that you can upload here and y’all can extract that info and just see like what the providers have uploaded. This also mirrors on the document section. So I think anything attached to some of these areas that have those documents that you can upload will go to the document section as well for like a mass view. This will kind of prompt you in an expire rose tab, an overview of which I’ll show you. So once these expire the system will flag you like, hey, it’s expired. Please get the provider to upload a new board certificate if necessary. I’ll skip the payers for now, CE credits or continuing education credits. This is an optional space that the providers can use. I like to call this out because clients or providers sometimes think we’re managing this on their behalf which we are not, medallion does not manage continuing education credits. We will need it for certain things like licensing where the boards will call out specific information. But y’all can use this how you see that they can manage their credentialing in one or their continuing education credits here. In one space. External accounts is pretty important. This is where medallion will add any portal information that we create. So if we’re creating a portal on behalf of the clinicians, this will go here in the external account section. I encourage providers to upload any of their credentials here too. Like if they have an fcbs profile or an imlcc profile, you can select the entity. That you’re trying to save the credentials for and then generate a username and password… or they can just save their own. But I think when providers off board with your groups, if they’re storing that, that’s a big question. We get a lot like can we extract that info? And, yes, y’all can export this information and give it to them to hand off for any.
Bitnerworkman (17:32) Of that very good to know. Yeah, thank you. Huh.
Rheta Larson (17:38) I’ll skip credentialing contacts, malpractice insurance. I know this is an important piece of the puzzle. This is where we would just ask that you all upload those cois tied to the provider or the group with their name referenced as long as they’re an active policy. And then that will also flag in the expirable. So, if it’s coming due for expiration, we’ll alert you and let you know we need this prior to us submitting whatever application. But this is just a space that you can see previous and past malpractice insurance. Is.
Bitnerworkman (18:11) there a certain amount of malpractice insurances that the hospitals usually ask for that you guys usually require?
Rheta Larson (18:20) I think Jen did include that in y’all’s, sop, I can check on the number, but I do believe these are the correct coverage amounts that are referenced here, but I’ll take that as an action item just to see if there are different or like thresholds different from what we’ve outlined in y’all’s package.
Sheri Ryan (18:39) I think the threshold is correct based on our contract with the hospitals. The thing that we thought was interesting is needing like 10 years of history.
Bitnerworkman (18:51) Yeah, five or 10 years somewhere around there is where we were trying to figure out, yeah.
Rheta Larson (18:58) I think this is an ongoing question.
Rheta Larson (19:01) I think for compliance, we want to ensure we have that from medallion’s standpoint. And then also for like y’all’s compliance and bylaws regulations, I can check to see. Are we saying 10 years or five years?
Bitnerworkman (19:18) Honestly, I’ve heard both, but I think we’ve been doing five years and it’s been working at that point. But, okay.
Rheta Larson (19:29) Yeah. I’ll double check the packet that Jen put together because it will highlight that there. I think Connor provided that to you all a few syncs back. Yeah, but yeah, if anything changes there, then I’ll let you know, but I’m going to take that as an action item. Okay. And then the document section, like I mentioned, this is just going to give you that overview of every document that has been attached to the provider’s profile. So if you need to pull up like a driver’s license or a passport, whatever the case is, some of that information should be listed here. And then they can, you can see like what the providers or what the admins uploaded, and then lastly disclosure questions and agreements. This part kind of captures or summarizes the same type of criminal history malpractice sanction questions that we receive on application. So it’s pretty standard, not specific to one state, but this is important for providers to answer correctly. The first time. We always ask them if they do have something and they’re not sure, just answer yes. And then it gives them the space to kind of explain here. There’s also a portion where you can upload documents. But yeah, this is helpful for our team to know that upfront. And then the agreement section. This just gives medallion the ability to do work on behalf of the clinicians. This poa gives the providers electronic signature and their initials, and that’s what our team uses to put on the applications when electronic signatures are available. So they do have to attest to these before we start work. So I was looking at yale’s overview section. I think there’s a few providers that have not completed most of this info yet. So I’ll just say like this is where we’ll hit on next because we can’t begin until they actually sign some of these things. But that’s kind of like a really rough quick overview of the medallion profile where you can extract this info. Do y’all, have any questions on the provider’s profile as a whole?
Bitnerworkman (21:33) No. When you finish up these profiles and I don’t know if you’re planning on going through this next. But when you finish it up, do we just go to the top right corner of their profile request? And then, you know, send them to the initial appointment. So go ahead. Yes.
Rheta Larson (21:59) That is correct. That is the next workflow. So once they are up to a certain threshold in their profile and y’all are ready to start requesting items for that clinician, you would go to the request tab here and then select whatever’s relevant to them. So if it’s a new initial appointment, that’s where you would basically select the entity. So I’m just going to use this as an example and then you can pop in any additional notes here. And then if you hit the next, it’s going to ask you to select any privileges associated with that and then submit. And that goes to a queue for our team to start our intake process which I’ll kind of loop back to and show you why we can’t start some of these because some of the profiles aren’t filled out yet. We have the requests and we just can’t begin… but does that answer your question on that piece? Yeah.
Bitnerworkman (22:49) So I think for me right now filling… out the profile, everything’s pretty good and it was honestly really good to go over all of that and make sure I’m doing it all correctly. It’s just the final steps are kind of what confused me and I would love to understand because we’ve gotten a bunch of there’s one step that we always get a bunch of questions on from the provider from our team and we’re trying to figure it all out. It’s when we have like if you go down to I’m trying to like an overview, I’ll test, go to… Michael. Yeah, Michael Stanton.
Rheta Larson (23:38) Michael Stanton.
Bitnerworkman (23:39) I want to say he’s had it. I know that his.
Rheta Larson (23:43) Profile is missing a document.
Bitnerworkman (23:48) Okay. So it wasn’t that one. Okay? I know that Ibrahim… darwish at the bottom there he… had. So we still need to do his Coi, we’re waiting to get that. It’s the application portal and upload login, all that information. So just we get this email or this request to do this. I would love like a walkthrough are the providers… going to be getting an email from southern hills or is paralon going to text them through, you know, with a link so that they fill out like create a profile and then send you the username for you guys to fill out or?
Rheta Larson (24:41) Yeah. I think I had gotten with the team on this one? I’m just trying to pull. So… yeah, we sent.
Bitnerworkman (24:51) We.
Rheta Larson (24:52) requested the initial appointment from the facility on March 20 fifth. And then it does take a few days for that request to come back. But I know, I think the individual who was working on it said they would respond to you all here. If we don’t hear back after five business days, which would be Wednesday, which is yesterday. We do have a pending task for the provider requesting an updated Coi. Yeah. So they might be doing things as well. And it sounds like bitner’s just or you’re waiting on getting the Coi. So.
Bitnerworkman (25:26) Yeah. And this is just like obviously a little bit different over the situation. So if let’s I want to say like if they have their Coi, everything’s all up there and clear. So is he going to get another text or email from parallon, or from the actual hospital themselves? We will.
Rheta Larson (25:50) follow back up with you all if we haven’t heard back, but he will get a response back from the entity from the hospital, southern hills. And then once he does get that, we just need him to fulfill this request with the information that they’re asking for our follow up cadence for these is every two weeks if it’s a standard profile or every week if it’s a priority. So, the individual assigned to this, they’ll follow back up with the provider and just ask like, hey, have you received this yet? What’s going on? And then we’ll troubleshoot together if we still have not received it.
Bitnerworkman (26:21) Okay. So once they get that link, they go on, create… a username and password, and then do they go on there and fill things out or is there something that they send? They just send you the username and password, and you guys take care of that. Yep.
Rheta Larson (26:37) They just need to update the username and password, and then mark it done. And then that will trigger our team to proceed with the application process. So they don’t need to fill out anything. Okay? We will task if we do need their assistance with anything however, but at least for this piece, it’s just getting the credentials started. Okay?
Bitnerworkman (26:56) Okay. So this provider, I have his username and password because he did get a text, oh great from paralon. Let me pull… oops.
Rheta Larson (27:08) In his profile, it’s.
Bitnerworkman (27:12) oh, so we go to the external account, and that would be where you put that in. I?
Rheta Larson (27:17) Would encourage you to do that. You can also just put it back into the task on that’s open and just add that detail here and the team will do it for you. But I think the instructions did specify to just add that. So this is for southern hills, right?
Bitnerworkman (27:32) Yes, I’m just.
Rheta Larson (27:33) Going to put that and then if you have the username. Yeah.
Bitnerworkman (27:37) So, it’s just as email E a R a BE0 eight at Gmail. Com. And then the password is capital D a RWISHR a D 20… two exclamation point?
Rheta Larson (28:04) Capital D a RWISHR a D 22 exclamation point. Yep, great. And then if you have any external links, you can also save that and then essentially add that as a note here to like link out that’s what our team will do. But so.
Bitnerworkman (28:22) He does have a link that he added to this? Okay?
Rheta Larson (28:25) Let me, I think I can pull it from.
Bitnerworkman (28:31) Capital D a RWISHR a D 22 exclamation point. I mean, I can, I’m in this thing right now? I can put it in the note. Perfect.
Rheta Larson (28:38) Yeah. And essentially, once you add a note here and then mark complete, that triggers our team to review what we were asking for and determine if we received all information. If we have not, what we’ll do is we’ll move it back to a not started task status and that just will reopen the task back to you all. And you can always see the activity here. So sometimes there’s a lot of back and forth with the providers.
Bitnerworkman (29:03) Yeah. And.
Rheta Larson (29:05) I try and just look at the notes to see what was going on and pair it. But a note or a mark complete status will kind of trigger our team to review that info. So if you just want to add it there, they’ll work on it as well. Okay?
Bitnerworkman (29:17) So, that makes a… lot more sense. I just, yeah, I just want to make sure we are going through this process correctly, just because I think everybody kind of had a question on like, okay, whose job is it to fill this out once they create a username and password. I.
Rheta Larson (29:36) Think that’s good feedback. I can have the team update this task description. So that way it’s kind of just very clear to you all that the onus of proceeding with the application is on medallion and not the provider, but any, anything like that, like definitely have those conversations with me during the operational syncs, and we’ll hash through it together. Okay?
Bitnerworkman (29:55) Okay. That sounds good. I just sent it in now. So if you perfect, hopefully… at this point, we can click that as complete. Yes.
Rheta Larson (30:07) I’ll mark it complete, and then I’ll flag this one to the team. Okay?
Bitnerworkman (30:11) I.
Rheta Larson (30:11) apologize. I know we’re at time. There’s still other areas I want to explore with you all. So we get to hit on the overview tab and then the privileging tab. But if y’all have like I can do the first 10 or 15 minutes of our next sync to cover those and kind of hash it out or if we need to continue an ad hoc meeting like this, we can definitely do that as well. Okay?
Bitnerworkman (30:35) Yeah. Sorry, if you guys had other questions taking up time, I think this was like the biggest thing that, I was running into with all the providers, so, no.
Rheta Larson (30:45) Yeah, definitely. That’s that’s what I want. Great questions. All right. Well, if y’all, have anything between now and our next sync, let me know. I can also send just kind of like a recap and overview of what we discussed, but I will chat with y’all next week. Perfect. Have a good week. So much. Bye bye.