Transcript
Connor Morley (00:00) hey, sorry, I’m late. I’m just coming from another call.
Sandhya Kapila (00:03) No worries. I just jumped on as well. Alright. Jack is out sick, so I don’t think he’s going to be able to make it, but I think James is coming on. I just saw his message I.
Connor Morley (00:18) Thought he was, I saw his message too.
Connor Morley (00:32) Hey, Cindy.
Cindy Craddock (00:39) Sorry. Didn’t realize I was muted, how’s it going guys?
Connor Morley (00:41) Good. How you doing good?
Cindy Craddock (00:45) Just going through all the little things. I had a couple of… questions.
Connor Morley (00:53) So, I wanted to just hold off for a second because James is going to be joining. Okay. And then I did want to mention as well, like for the implementation right now, we’ve set up the system.
Sandhya Kapila (01:10) So we.
Connor Morley (01:12) have the information there. I know that we’ve talked about like that. There are a handful of kind of questions on why things aren’t moving as fast as they are… but James is going to kind of be taking point and lead on those requests going forward. So we’re I think from an implementation side, we’ve loaded in a good amount of the data and we’ve finally got the credentialing packet to at least start to be ready and put together. And I was looking at as well just the different providers. And we do have a lot of providers whose profiles are getting complete. So we are ready to start to transition to kind of the ongoing support and monitoring. And James will be kind of your point person. Going forward. Sounds good? Okay. I do have a nice little slide deck to go through if you’d like me to share that. Sure. Yeah. So just kind of going through the transition. So we want to just like see and call out if, you know, how you’re feeling on the platform right now, everything that we’ve done for the implementation, just make sure that we go through, you know, who your resources are to move forward. You know, I think you’ve met James and you guys have started to have those regular touch points to get moving. So I don’t think we have, I don’t think there’s a question of he’ll be your kind of main point person to support that. But then we want to kind of go. We do have a survey for the implementation as well as some next steps… just to cover the process. Right now. I know we talked about getting all your active provider profiles in. We did set up the service based profile requirements. So even though we have 252 active provider profiles, we only have about 80 complete profiles at 100 percent. And I’m not. And I think part of that is just… that there are providers that will need to complete their profile… right?
Cindy Craddock (03:37) I mean, part of it’s that, yeah, there’s no API to pull information that we thought was going to be automatically pulled like actual hat. So, yeah, yeah, yep.
Connor Morley (03:50) So we did go through the training as well. I did just want to ask, you know, is there anything that we can do for additional training or kind of supplemental training that James and, you know, can help you like work through over the while we transition out of implementation?
Cindy Craddock (04:11) I don’t think so. I think things just kind of come up as I notice them, you know, and I have questions… okay, like report which it looks like you have that on your slide in a couple more points. But yeah, like the like if there’s a monthly monitoring report that I can easily export to show that I’ve been monitoring things like that. I’m not sure if I need to be taught how to do that. It’s something I have to figure out how to build myself if it’s something you can direct me on where to click.
Connor Morley (04:44) Yeah. I mean, I think we definitely can kind of go through that a little bit. But for that like monthly monitoring report, like we do have the analytics tab for the ongoing… monitoring.
Cindy Craddock (05:01) I just, if I get audited and I have to say, hey, where’s your March 20 26? Like where did you show that? You want, you know, that these people didn’t have any of these things against them. I can’t just be like I just logged into this website. I didn’t see anything, you know, I need some sort of evidence. So if I could download a like for the month of March 20 26 here’s the hits on each of these things. And then what I did about it or whatever.
Connor Morley (05:28) Yeah, James, do you have like a best practice for that to have that monthly audit trail?
James Donachie (05:35) I just the reports, I have you guys gone over the report builder? I.
Cindy Craddock (05:42) Look, yeah, we have, I mean, I looked on that today and I didn’t see anything that let me build… it with those, I went through all of that, the options on what you can move over to your custom report. And there’s nothing about like monthly monitoring like oig, like all the different medicaid, you know?
James Donachie (06:05) Connor, and you went over the monitor, the monthly monitor like that, the like what’s surfaced on a monthly basis? The continuous monitoring yep.
Connor Morley (06:15) We covered the, in the analytics group. We covered the ongoing monitors. I think Cindy’s question is like, yes, there’s that ongoing monitoring piece. But like she needs to be able to prove that there is some sort of record of her reviewing that once a month. So, should she save and export like a copy of?
Cindy Craddock (06:40) Each of those pieces, there’s a download PDF, but it’s literally like your screen view, it doesn’t show each of the elements that were, that it was checked against. Yeah.
James Donachie (06:51) Yeah. I mean, that’s like a, that’s like a legal and compliance question. So it’s like, I guess it really comes down to like how you guys want to document it. And Cindy, we could talk more about it. It’s just that like everyone’s policies and procedures are different from… like I think our report is going to suffice because we get audited by ncqa and so we have to kind of show, our work there. So I don’t think it’s going to be like a problem. The one thing I just always check is like, does it align with like your guys’ policies and procedures? Yeah.
Cindy Craddock (07:28) Doing it does. But like for instance, for actual, every month, I could download a monthly report and it would tell you which providers were queried against and what elements. And then it would show if there was any hits on any of those and then like, what it found, I could document myself further. I could investigate and be like we reviewed this or it didn’t matter what have you, but I just don’t have anything. I don’t have a way to export like a report that shows that you got like if I could just share my screen, you know, I don’t know. It just doesn’t there’s not an easy view here to say here’s. The providers that were checking these ongoing monitoring fields for every month. So, my question is, how can I export… a list of the providers that you can attest that you’re doing monthly monitoring on and that there was nothing, no hits against them? And then print that and store that monthly for like my evidence, That’s kind of what I was?
James Donachie (08:25) Yeah, that’s a good question. I can, we can look at it. I don’t have any clients that do that. Okay? And it doesn’t sound like Connor has implemented any clients that have done it. So between the two of us, we’re striking out right now, but that doesn’t mean we can’t find it. Yeah. So let’s see what happens.
Cindy Craddock (08:43) Well, they have a handy little download button. So I was like perfect. But it appears it’s just like downloading the screen that’s a partial view of some providers. Oh.
Connor Morley (08:53) Cindy, you can download each individual piece of that screen of that monitoring piece. Let me just jump in real quick to Arista hang.
James Donachie (09:08) On. It. Sounds like we might have something here, Cindy.
Cindy Craddock (09:12) Yeah, I see. So I found so on the upper, right for the whole screen is download. And then I see what you’re saying. There’s the three dots for each thing. So I just clicked one. I’m going to see what that yields because if it just has a date and it shows clear or needs attention, that’s perfect. So, I don’t it’s still trying to download, I don’t know it should.
James Donachie (09:33) Right. Yeah, it’s not going on there, yeah.
Connor Morley (09:36) It should have everything in these columns for each one. So you can do it for mpdb. You can do it for medicare, opt out.
Cindy Craddock (09:45) I just did it for medicare. So it’s taking quite a while, so we can move on. And then I’ll let you know if it prints like we think, then that’s going to be perfect. Problem solved, Connor, that?
James Donachie (09:58) Date filter, you can filter like if she wanted to look at that’s April 20 26 in August, you could filter to that, right?
Cindy Craddock (10:07) Yeah, and then download it. Okay?
James Donachie (10:09) Yeah. And then download it. So I think that’s what you like.
Cindy Craddock (10:13) Yeah. Okay. Let me see what this opens up. Yeah.
James Donachie (10:15) As long as it opens, I think that.
Cindy Craddock (10:18) That’ll be the answer it.
James Donachie (10:19) Sounds like Connor and I were a bit confused on what you were downloading as to why it wasn’t working. No, I know. And this.
Cindy Craddock (10:25) It’s all about proof for us.
James Donachie (10:28) Yeah. I’m like most people download that. So I’m like I’m surprised it’s not. Okay. Well, it’s.
Cindy Craddock (10:35) just, yeah, I’ll have to maybe work on like the… dates, but maybe if I just print it off every month and it shows even today’s date that’s one day in the month that I checked it. So that might suffice. Yeah, it did show that and it’ll just show like clear or needs attention and the ones that need attention, then I can just put out to the side like what it was and then if I get audited, I can just say like here’s my proof. Perfect. Okay. That works. Thank you. One more question about that though. Is there a way to set that up that I can generate that report without going in each field and downloading and changing the dates. And then is that part of the report builder or is that kind of separate?
Connor Morley (11:20) On a weekly basis, you should also get like in that weekly admin email, you should get kind of.
Cindy Craddock (11:30) Get a summary. And one more thing is like it’s the same stuff every single month. And so that I’m not having to say every month like that’s the same one from 2019, like that’s… kind of another question I have, but we can cross that bridge later like the npdb reports needs attention. And so, I guess it just shows you that forever… instead of saying, yes, I realize they had that lawsuit in 2015. It’s it was for five dollars. We’re not worried about it the next month. It still pops up like, I wonder if there’s any… way to… James, is there is.
Connor Morley (12:10) there any like manual verification that we, you would recommend on how to clean that up?
James Donachie (12:18) I don’t think so.
Cindy Craddock (12:20) OK. I’m.
James Donachie (12:22) going to be, I don’t think most people like the admin email, if like most my clients, I don’t think it’s very good, which is unfortunate, but I think it just pulls whatever’s in that platform.
Cindy Craddock (12:35) Yeah. OK.
Connor Morley (12:40) All right. I, so it sounds like right now Cindy, it is unfortunate, but like once a month, maybe we can go through and kind of verify those pieces and we can adjust the date range to just be for that month as well. Yeah.
Cindy Craddock (12:57) It just still shows up if that makes sense.
Cindy Craddock (12:59) So, it’s like the difference is like, is there anything new since I reviewed last time is kind of what I’m wanting to know and it’s just like forever in a lifetime. If it’s been that way.
James Donachie (13:09) Yeah. Connor it just the way the database is set up, is it just like any like administrative thing even though she like Cindy or any client like might’ve saw it last month, it will just like live on there forever, and ever.
Cindy Craddock (13:25) If you get a detention on your record, it’s there for life that’s kind of like the.
James Donachie (13:30) Yes, that’s there’s.
Cindy Craddock (13:32) no cleaning the record here. Okay? That’s fine. And.
James Donachie (13:36) I think it’s just from our compliance standpoint, like we have to like report out on all of them. So, yeah.
Cindy Craddock (13:42) Because it’s not specific.
James Donachie (13:44) Yeah.
Cindy Craddock (13:46) That’s fine.
James Donachie (13:47) That’s why it’s like not, the most helpful for like the, what’s new and.
Cindy Craddock (13:52) Needs to be actioned. What’s new? Yeah. So basically these like 20 docs every month. I’m going to have to open the npdb and make sure it’s still referring to the old problem and that there’s not another new problem. Yeah, that’s what there’s not a great way to like since the last time you ran this report, there’s been no new hits against them or that would be helpful. Okay. I won’t beat the dead horse. We can move on. Sorry to go down a rabbit hole.
Connor Morley (14:19) All right. And just a couple of call outs coming out of the implementation. I think, I don’t think we have any updates on just upcoming volumes except for, I know Cindy, you and James had been talking about that. I think it was the medicare medicaid.
Cindy Craddock (14:41) We’re basically going to roll out medicare enrollment across all states. The states in which we do that is kind of still as we as certain clients decide on their end, which markets they want to expand into, and what states are encompassing that. Like I don’t have I’m trying to get some of them to give me a little bit like, hey, it takes a long time to get enrolled in all this shit. So please, if you have any insight into what’s coming, let me know and that’s I can get it, then we’re not waiting so long. So I’ve put in some more, I think I did, I don’t even know we have several in flight as is. And of course, just the age old, it’s kind of not a great way to see where we’re at with a lot of them. That’s my big problem.
Connor Morley (15:29) Yeah. And James, I think we talked about those high priority provider and group enrollments.
James Donachie (15:38) Yeah. I don’t know from a visibility though. I think it’s like to Cindy’s point, it’s kind of, it does get a little when you have a lot going on in there.
Cindy Craddock (15:49) Yeah. I even had, we have another just to try to give me some help. They’re called a plus credentialing, they’re just independent couple of gals that have a thing. And so just for me to help anything they can help me with because I’m just inundated with this. So one task I gave them was like, hey, can you, do you have any? Because they’re really well versed in caqh and all the different things and resources. I’m like, can you figure out where we’re at with all of these? Because I had to get on that call Friday with taylorcare and they’re like, where are we at with Georgia, Texas? Colorado. And I’m like that’s a good question. I’d love to tell you, I don’t know. And they said the same thing. They’re like, well, I logged them down. They’re like it’s not clear. It’s just a bunch of vague updates. And then I used the bot again today because there was one today. I think it was for something for Texas and it’s I think it’s been about a month and it just said like assigning to myself to get started on, this is the last update and that was from a medallion agent. But like, okay, you assigned it to yourself a month ago. But now, what, like did you do something? And now we’re like it’s just not very. I think we can all agree on that. So hopefully that gets.
James Donachie (16:50) Yeah. And I know that’s a big focus for the business to get those notes more clear in the coming months. And a lot of it too is like, they, the agents like it’s not anything miraculous. They’re doing. They’re they’re calling right? Texas medicaid and like sometimes they get sent to voicemail, other times they get through, but all they get told is update, no update and it’s like how do they, how do they rely? Like usually?
Cindy Craddock (17:15) You know, at least if like at least if it’s been submitted, like did you submit that? So at least if I know that you submitted the application to whatever we can be like, okay, well, it’s in God’s hands now essentially like, who knows? But, if we haven’t even done the submission part yet, and I don’t even have clarity on that, the only thing I will say is I finally found on like the CMS website itself where we, where two applications looks like they are submitted, two of the three. So I was like, okay, it took me a long time to find that, but if like that information, they would know if they submitted if that could maybe be an easy update. I don’t know just.
James Donachie (17:53) Yeah, I’ll bring that feedback. They’re revamping how that team communicates because, is.
Cindy Craddock (18:01) that team bots just for clarity, are they overseas? Are there there’s like a it’s.
James Donachie (18:05) a, it’s a blend of everything. So they’re here. They’re overseas. Yeah, we’re using AI where we can. Yeah, yeah, we’re really trying to be like the most efficient because contacting those payers is not easy, right? Like it’s like, no.
Cindy Craddock (18:20) Hey, I know, I totally get it and I don’t blame you for, I mean, we use AI as well in our, so I get like use it where you can… but you’re just never sure. Like I said, you’ll submit the ticket like that’s what you do and they’ll let you know, but I’m like, yeah, they’re basically then they let me know like, hey, we received your ticket. We’re gonna do something about it. Okay, perfect. And then like, hey, just letting you know we’re doing something but like you never get it. It’s just like all this talk and like we keep reading and you’re like, okay, you’re not really saying anything like, well, I’m in, no, no better informed than I was, I.
James Donachie (18:51) Know, but one of the things I’ve seen too is, they have templates. And the template won’t perfectly like match like what they need to respond. And so it’ll be. So, I know like they’re working on re, editing the templates. So like the agents who are training, we’re like growing our teams, they’re all good problems to have, but they just kind of go back and, yeah.
Cindy Craddock (19:10) Clean it up, perfected eventually, but.
James Donachie (19:12) exactly. And.
Cindy Craddock (19:13) I’m really hoping once we get, so we finally we got enrolled through medicare Florida through licentium and it was like a big feat like, yeah, so I know it’s not just you guys like we finally got that done. But now, the difficult part is like they probably had a lot of our information they needed. So now they could probably easily add all these new medicare states for us. But now we are moving to you guys. And so it’s like we’re starting from scratch again. So my hope is that once you get one medicare enrollment under your belt with us, the subsequent states will be like you don’t need anything else for me hardly like you have got it. And it should be Bam that’s what I’m hoping for.
James Donachie (19:50) Yeah, I think it should be pretty easy up until the switch of, those different packs that are in that medicare. We’d like a different, the different it’s.
Cindy Craddock (20:02) easier if they’re in the same map than the other states but you still have to do a new application though, I guess, right? So.
James Donachie (20:07) Yeah, yep. Okay. All.
Cindy Craddock (20:10) Right. Connor, per usual hijacking the call, I’m shutting up now, no.
Connor Morley (20:15) We’re, we’re almost through. I did just want to let you know we do have a post implementation survey. Happy to hear your feedback on it. I know that there were some, I think we could have changed how we like really did the implementation a little bit because we were so focused on getting out live requests and I know that’s something that we’ve I mean, we like Sandhya and I’ve talked about it a little bit and we’ve talked about it in general on the implementation team, but we’d love to hear your feedback as well.
Cindy Craddock (20:51) Connor’s like, actually, no, I’ve heard her feedback for like three months and I’m over it. I know where you’re getting at it’s. Okay. No.
Connor Morley (21:01) No, no, no, we’ll take any and all feedback we can get. Hey.
Cindy Craddock (21:05) I do the same thing. We, we have stuff on our platform. I don’t get to control. I can request optimizations, and I’m trying to pacify a client that’s like well that’s dumb. And I’m like you’re not wrong. I can’t fix it for you though. So, I get it. I.
James Donachie (21:18) Understand. We talked about that all a lot. Yeah. If Connor and I had executive power here, we would change more stuff. Yeah.
Cindy Craddock (21:27) No, I hear you. I’m the same way on my end and all you can do is just apologize and then escalate it and I get it.
James Donachie (21:34) That’s exactly. We, we knock on doors until people, you know, eventually answer for us. Yeah.
Cindy Craddock (21:41) And then you have to threaten people like, hey, like it’s the same thing. People aren’t gonna, they don’t have to use our platform. So, if you can’t help them with what they need, they’ll find someone that can. And so that’s what I have to tell our people all the time. Like you may not think this is a big deal in your book, but if the client now wants to no longer wants to use our platform because of it, that’s pretty bad. So I get you, it’s fine. Yeah.
Connor Morley (22:02) No problem. And then just in terms of, you know, all the resource tools they have, you’ve got still have Jack as the account manager. He’s going to start setting up like a monthly call or I think quarterly call to go over kind of those bigger growth… strategy pieces. You’ll have James as the engagement manager moving forward. You have the customer support channel or the customer support inbox as well as the support center in medallion with all the bots as well. One.
James Donachie (22:37) Thing to call out is and it just happened fresh off the press for Connor and I, we just learned about it. That email address is going to be help at medallion now.
Cindy Craddock (22:48) Oh, instead of support?
James Donachie (22:49) Okay, support. Yeah, but I can get to that from the platform.
Cindy Craddock (22:53) If I just click the bot, it’ll do the same thing, right?
James Donachie (22:56) Yeah, it takes you and in the platform, it also like ties to the line.
Cindy Craddock (23:00) I just like the email, Connor instead.
James Donachie (23:04) That the agents in like the, our support agents, they’ve spent a lot of last year, the second half of last year ramping up that team and they know more about the platform than like most people at medallion. They’re really sharp. I use them for questions all the time.
Cindy Craddock (23:23) And that’s the same basically in the application, the same, yeah, support center. And then it’ll just be like, how can we help you? And then I could just,
James Donachie (23:33) and if you ever feel like you’re talking to a bot, I tell everyone don’t bang your head against the wall, just say, can I please have a human agent and it will redirect? Okay? And that goes with emails too. Okay? So they are aware like they’re getting more and more questions that are like faq, that could be answered. Sometimes the bot just like any AI, like when I’m using chatgpt, it goes into a delusion. I don’t know why just be like, can I get an agent and they’ll respond? Yeah.
Cindy Craddock (24:04) I have to tell chatgpt. Can you check your resources before you answer? I think that should be like automatic. You should check the whole, all your resources before you answer, but he needs prompted every time he does. Okay. Yeah, I know.
Connor Morley (24:23) We’re at time and then just James and Jack will be meeting with you regularly. Those recred dates should go into effect the end of the week for the providers that we talked about like last week?
Cindy Craddock (24:34) Yeah. It looks like there’s one. Is there one there’s? Maybe one still waiting for… the ones that we already pushed through? Right? Yeah, that’s all that’s left. Are the four that need pushed through? Okay?
James Donachie (24:49) Yep, perfect. Okay.
Cindy Craddock (24:51) Thank you guys so much. And I think our CMO, Mike was going to join James. Yours and I’s call later in the week just so he can find it. Okay? Because he’s asking a lot of questions too about the credentialing or the pay enrollment. And, you know, I think it’s easy for me just to be like, well, it’s hard to say but I think if he’s on the call too, he’ll be like, I get it. Plus, I said, like I said, I had a plus look and they were equally as like, I guess, I just could say, I don’t feel as bad not knowing what’s going on because nobody else does either. Not that, that’s a great answer, but that’s.
James Donachie (25:22) where we’re at? Yeah, I know there’s a lot and it’s also like a blend between like what’s on the line versus what’s in tasks. Yeah.
Cindy Craddock (25:30) Yeah, for sure.
James Donachie (25:32) And understanding the medallion lingo because like every platform like they, I’m always like, is that, are you using credentialing the way I think you are using that word because like it could mean a different thing.
Cindy Craddock (25:45) Yeah, yeah. Chances are, I am not because I’m still trying to figure it out, but I’m learning a lot. So, all right. Well, I’ll chat with you later. So, is this probably the, are we still going to keep having our meetings, Connor, or is it more so as an as needed basis… or?
James Donachie (26:04) No, we’re done. This is farewell sukana. This is.
Cindy Craddock (26:07) Farewell. This is transition, Connor’s, like I’m done with you. No, that’s okay. No offense taken.
Connor Morley (26:15) No, no, no.
Cindy Craddock (26:17) It’s okay. Hey, I know my husband always says you are hard to please. I get it. I get it. Not news to me. I just like things that work perfect.
Connor Morley (26:28) No problem. It’s been a pleasure. I’ve had a lot of fun. You know, James is good. You’re in good hands with James. You guys are going to be great.
Cindy Craddock (26:37) Yeah, really good. James might be tougher than you, Connor. All right. Nice to meet all you guys. Thanks for all your work. Apologies for all my requests… so, appreciate it. Thank.
James Donachie (26:52) You. Thank you. Bye.
Cindy Craddock (26:54) Bye.