Transcript
Naomi Denson (00:00) good morning.
Fatima Nunes (00:03) Hey, Naomi. Good morning.
Naomi Denson (00:05) Good morning. How are you?
Fatima Nunes (00:07) I am good. How are you? I?
Naomi Denson (00:10) Am good playing catch up from being out yesterday.
Fatima Nunes (00:14) Oh, boy. I feel that I have a two year old who’s upstairs sick right now, screaming it off, so.
Naomi Denson (00:21) Oh, no. Well, if you need to go, we’re using this call as kind of like a crash training course.
Fatima Nunes (00:28) Good. I definitely need it. Yeah. So, I’ve got Nicole and Tom’s going to be joining.
Naomi Denson (00:35) Tom’s here. Nicole’s here and the vol.
Fatima Nunes (00:39) Yeah, I was looking at that. I didn’t know who that person was, and I couldn’t find them on LinkedIn.
Naomi Denson (00:44) All right. Let’s see Nicole and Tom.
Naomi Denson (00:51) Hi, Nicole. Hi, Tom. How are we doing today? Good. How are you? Awesome?
Fatima Nunes (00:58) All right. Hi, Tom. Hi, Nicole. We’ve got somebody in the.
Naomi Denson (01:00) waiting room. This is baval. Is that someone that you guys invited? Yes? Who? Brecky? Oh, brecky. Okay. Just wanted to make sure I didn’t recognize the name.
Fatima Nunes (01:13) Well, it’s good to see you guys. It feels like, well, I guess it has been a few like two months since we last spoke.
Naomi Denson (01:19) Fatima has been avoiding you, I think.
Fatima Nunes (01:22) Oh, my God.
Naomi Denson (01:23) I told them last week that you weren’t avoiding them and that you would resurface soon. You had a lot going on.
Fatima Nunes (01:29) Yeah, it’s been an interesting Naomi. Can you just pause the recording for a second?
Naomi Denson (01:35) Yeah.
Naomi Denson (05:52) The training before we jump in… I don’t have.
Fatima Nunes (05:57) Anything I.
Tom Foley (05:58) don’t have anything. Okay?
Baval (06:00) I was just going to say one thing because I don’t know some of you. And just to my name is Ricky and I’m a practice coordinator with doctronic working with Tom and Nicole. And so, good morning. I just wanted to introduce myself.
Naomi Denson (06:13) So, sorry about that. And by.
Tom Foley (06:14) the way, if she starts going like this, that’s called children’s syndrome. She’s swapping her kids.
Baval (06:20) A lot and I am all in Colorado and as they wake up, I guarantee somehow, they will come in here. I mean, it’s good for hugs and whatnot, but I’m like guys, I told you I’m in a meeting, they do it all the time. I.
Naomi Denson (06:32) Had my five year old on a call with a customer slap a wad of slime in my face when he was homesick.
Baval (06:40) I may or may not have.
Naomi Denson (06:42) Heard about that. And I was like go away like I bought you this slime to keep you away from me.
Fatima Nunes (06:51) The joys of working from home. The only thing that works for mine is I put Mickey mouse and she’ll sit there in a trance. Anything else she’s coming up to us?
Naomi Denson (07:01) I wish mine are like very mommy magnet things like they cannot. If I’m in the room, they cannot be more than a foot away from me. And like it makes when they’re homesick very difficult to work. So, but nice to meet you, brecky, just as an introduction for myself, I’m a senior implementation project manager here at medallion, I’ve just kind of come in to just kind of reset and realign on trainings and, you know, making sure that doctronic is set up for success going forward. So we’re going to do a retraining or a full run through of the platform today. So, if you see anything or have any questions about how something works, want me to repeat something, go back, please jump in, ask questions. I’m happy to do. So. Okay.
Fatima Nunes (07:50) Absolutely. And I’ll jump in here. Brecky. It’s great to meet you. I didn’t catch your title. I’m sorry, what was your role at doctronic?
Baval (07:56) Practice coordinator? I work with Tom and Nicole and with patient advocates.
Fatima Nunes (08:02) Okay, great. And also congratulations. I meant to send you a text about a week ago, Tom, on the recent round of funding, but I figured we have this call so I would just congratulate you. It’s just unbelievable. Naomi. I don’t know if you saw the article, but they’ve raised 63,000,000 in the past 12 months, which is unbelievable.
Naomi Denson (08:20) Yeah, amazing. Congratulations. Yeah.
Tom Foley (08:24) More to come. Stay tuned. Good.
Fatima Nunes (08:26) Job. Oh, we will, I’m like just refreshing Google. I know you guys always have something up your sleeves.
Tom Foley (08:32) Yeah, there’s a lot coming for sure all.
Naomi Denson (08:35) Right. Well, okay. So I’ve got my screen up here and I went off camera because sometimes when I’m on camera and sharing my screen doing this, it freezes and kicks me out. So I’m just looking ahead here. So general platform just to start off with I’m in here as an admin user. So this is what your view would look like. From the top right corner, you would have your name or your email address here. This dropdown takes you to your profile, your email preferences and logout in your profile. If it does say your email, you can change it to your name or whatever you want displayed in that top right corner. It shows what admin access role you have or user role you have. And then your primary email that you’re using. You also have your email preferences. So if you’re getting emails from the automated email notifications that you don’t care about, you’re not monitoring, they’re flooding your email, you can turn them on and off in here. So if you don’t want to be getting payer enrollment notifications or task notifications et cetera. You can turn those on and off here as well as change your user email. So if you need to change your email for any reason, you can do that in here, it will change the email username that you log in with. When you do that. You can also manage provider email preferences for them. If provider reaches out to you and says, I’m getting all these emails, I don’t want them and it’s not something that you want to blanket turn off for all of your providers, you can just simply go to their profile. They can manage their email preferences this way, but you can go to your, the provider’s profile email preferences. And these are the ones that you can manage for them. So if you could turn them on and off, but they can too. In the overview tab, we’ll start at the top and work our way down overview tab. Of course, this is where all of the tasks live. You can filter by all tasks, provider tasks, admin tasks. Anything that has been ready is requiring your attention. Anything that is in review has already been worked by your team and marked complete and is with our team for the final review. And then our team will mark it as completed and that will resume all work that is being blocked by a task. You have the different task types. So anything with a payer enrollment task type is being tasked directly from our payer enrollment team after intake, anything with a provider profile task is being tagged is being tasked from intake team before after the request is. Made and give me one second. My dog is trying to eat me.
Naomi Denson (11:29) Sorry about that, Tommy. You got a view of my boss in last week, I think when he was jumping up and getting into the camera.
Nicole Guethler (11:37) I did exactly.
Naomi Denson (11:39) But yes. So, the payer enrollment tasks again directly from our payer enrollment team, provider profile tasks are from intake team before they push it forward to our operations and processing. If you had any questions on any of the different kinds of tasks, I know we kind of went through some of these last week or anything that you’ve noticed that you would like to maybe change preferences on who we’re tasking for certain things.
Nicole Guethler (12:08) No, I actually went through and sent providers an email to get some of these tasks done that needed to be done. So. And I’m putting in the like we had spoke about last week that we own the medi, cal… the medi, cal credentialing. So that way those tasks can get paused for a moment.
Naomi Denson (12:38) Awesome. Okay. If anything does come up or, you know, seems, you know, hey, I’ve got this task but it doesn’t make sense. This information is here as a reminder. You can leave notes in here. Our team will be notified when a note is left on a task. If you have any questions or you can reach out to support directly and say, or just say, you know, hey, this is already here. Mark it complete or if they continue to task for anything you have, you know, Fatima and Shannon that you could reach out and say, hey, we keep getting these tasks. It’s already been resolved and we can definitely take a deeper look into it on our end and make sure to flag that to the appropriate teams. And the also in this tab is the expirables report. This report pulls from the provider and group documents section. So this shows any document that’s loaded to the platform that you’ve added an expiration date to. So cois… driver’s licenses, anything that has a expiration date. And you can see that here in like the provider’s profile documents are not required to have an expiration date. But if you put one on there, it will flow into that expirables tab. So documents expiration date here. So if it’s there and it reaches the expiration or is coming up on an expiration date, it will flow into that expirables report. This expirables report is exportable. So you can download it.
Naomi Denson (14:09) You can filter it, download by just a filtered list, whatever might help you navigate those. And then you can also filter by timeline. Is it already expired within 30 60 90 days? So that you can narrow that down and look at it if need be the license verification, license expiration. So anything with an existing license record, board certifications, deas, things like that might be coming up on expiration will come via the weekly user report for admins and providers that show upcoming expirations for state licenses, et cetera, within also the 30 60 and 90 day marks… in the providers profile.
Naomi Denson (14:53) So that you’ve got the providers tab here. This is your full provider directory of active providers. So if a provider member user has been deactivated, they will not show on this view here. This is only active user providers. And you can see obviously like just a small snapshot of their profile contents, the date they were invited, their start date, the date they joined. So you can see, hey, I invited this provider. They have not accepted their invite yet. And then any requests that have been made that are in progress for that provider. So far, it’ll say you know payr, if you have caqh management, it’ll show that which I don’t look, it doesn’t look like you do have caqh management. But with this settings gear icon, you also can pick and choose which columns are being displayed for you. So you can narrow this report down just a little bit. There are things on here that aren’t applicable or you don’t need to see all the time.
Fatima Nunes (15:53) And I’ll just jump in here. Naomi just since you brought up caqh management, that’s just, it was never in scope, I think because when we signed the initial agreement, you were still at ramping… up and hiring providers, but the caqh management is pretty much we have that bi directional integration with caqh that allows us to pull and push information back into caqh. So typically especially as you continue growing, that becomes more and more work on your team, just updating those provider caqh profiles. So in the future, if that’s something that you want medallion to take care of, that’s absolutely a service that we offer as well. So that’s what caqh management is.
Naomi Denson (16:33) Yeah, that’s our team maintaining and keeping up with those 120 day re attestations, making sure the licenses aren’t expired, things like that in their caqh profile. Our payer enrollment team also will review the provider caqh profile before we submit applications to payers that utilize caqh. And as long as the provider has signed the caqh agreement in their profile, our pay enrollment team will make minor updates to that. The practice location that you requested is not associated with their caqh. They’ll add that their license expired three weeks ago. They haven’t updated their caqh yet. They’ll upload that cois expired in caqh. We have the current one in medallion. They’ll make sure that’s in there to prevent delays or rejections from the payers processing the applications from coming back and saying we need this updated in caqh and then delaying the processing?
Fatima Nunes (17:27) Are you running, I’m assuming Nicole and brecky, you both are running like caqh maintenance. Are you running into any issues with kind of what we just described? Or you’re good on that front?
Nicole Guethler (17:39) So, brecky, this is her first view into medallion? Oh, okay. Yeah, we just brought her in. Okay?
Nicole Guethler (17:51) For the caqh, it’s.
Fatima Nunes (17:56) just managing those attestations. Yeah.
Nicole Guethler (17:58) It’s been mainly put on the providers to maintain. So that’s possibly… as we bring W to, on Tom, it might be something to look more into yeah.
Naomi Denson (18:14) Okay. From this provider directory, you also have a quick view of the provider’s profile completion with this dial here. So anything red is still missing required information to complete their profile, you can get a quick snapshot of the percentage complete, and what’s missing. You can click directly into these. It’ll take you to that section of their profile to show what’s missing… you’ll also have the notification. So you can see anything with this red caution triangle that’s going to continue to spin. This means that there’s a task assigned for that provider. You can see this has one task outstanding, click that. It’s going to take you directly to the provider’s profile and to the task that is still pending. So it’s asking to E, sign the agreement. And if we look in the provider’s profile, it looks like it’s completed. So it looks like the provider has signed the agreement but maybe was doing that in tandem with the task. So it wasn’t marked completed. So we would mark this complete.
Naomi Denson (19:33) Okay. Yeah. It looks like that’s already been completed in their profile. So everything is done and they should be able to move forward. You also have several filters in the provider’s directory tab. You can filter by provider profile percentage complete. No profile action required has outstanding tasks. So you can see here quickly if a provider’s profile still has actions needed, you can single those providers out, see if they have payer enrollment requests. Obviously, these need to have some touch points or engagement on your side to move them along to make sure that those payer enrollment requests are moving forward and that we have what we need… in the provider’s profile. You have their overview tab. So this is going to be their profile percentage completion and any tasks that are related to that provider only just like your overview tab, but only for this provider… their profiles. This is all of their basic information, demographic information, professional education, work history, all of their existing licenses. So all of their professional information, external accounts, their caqh, login malpractice records, et cetera, all the way down to their agreements. As a reminder, admins can manage and populate any of this information. The only thing the provider 100 percent absolutely has to do themselves is log in to sign the agreements. So if you had a provider, you had the information needed, you can plug that in for them and say, hey, I’ve done as much as possible for you. You need to go and review and sign your agreements and attest to the completeness and accuracy of your profile. Also within each of these tabs, you have this little link right here that shows you update history so you can see who changed something in their profile and when, or who was the last person to make changes? I’ve seen some customers. They’ll come in and they’ll do as much as they can for the providers. And then they log in and for some reason start deleting things and they’re like why is their npi not there? We loaded that we added that, why is it gone? You can come and see this provider deleted it. Why did they delete it? And then you guys can make sure that gets addressed on your end with the providers… but you have the full history there. Verifications. This is going to be any of the ongoing monitoring verifications that we have. So, npi verifications, medicare opt out. You’ve got it shows all of them. But let’s see license verifications here. So you can see all of the history. If you hover over here, you can view the verification evidence. So this is the most recent license verification for his Delaware state. License, you can view the history. So as they continue to verify or monitor license, state licenses, deas, it’ll show the history and you can see hey we verified it on February and then again on April. Whatever the case may be with the license verification monitoring that’s included with the ncqa compliant monitoring that is in your contract. We do monitor license expiration dates. So upon a license record being entered into the profile, we validate that and verify it. And then we will start verifying again two weeks prior to the expiration date for renewals. So two weeks ahead of time. And then I believe a week out, we start verifying daily. And then if it still has not been renewed, we will update that to an expired or inactive license once it has lapsed. So you guys have visual into that. But if it has been renewed, we’ll update the license record in the platform. So these are all of them state license verifications, Dea sanctions for oig, Sam, and then anyone that has a role. So this user that I’ve this dummy user that I’ve hijacked does not have the access. And I just want to make sure that you guys have the access to view the npdb. We haven’t set up npdb yet. That’s right? We need to get that set up. But once you do, you’ll be able to see the npdb verifications and status in this report as well… licenses. So this shows all of their existing licenses here. You can filter by state. You can see that it’s been verified either manually or automatically depending on the integrations that we have set up with that state board. And then you have the practices, this shows the practice locations the provider is associated with. If you need to add a new practice location, you can do that directly from the provider’s profile by selecting the group. And then if you had additional practice locations to choose from, you would select them here… payers. This would show all of the provider’s active enrollment requests, the list of those payers, the enrollment requests themselves. So you can see the payer, the state request owner, the group you requested under the practice location to associate. And then the status. So it looks like this one, these are still in intake, probably… pending that agreement task that we just marked completed. So once intake gets that back and reviews, they’ll push these through to intake complete, which at intake complete. In case no one knows is the point at which you are charged for that request. So that’s when it starts counting towards consumption in your, from your contract… you also have the request status. This is like a blanket. Status. So there are different buckets here. Requested means you’ve submitted the request. It is in a pending state to reach our intake team, most of the time they’ll sit in, requested if the provider’s profile is less than 85 percent complete. So once it surpasses that threshold, it will move to our intake team. They’ll start tasking for any further information that’s not been provided yet, such as the signed agreement or missing license information, expired malpractice, whatever the case may be, to make sure that the file is completely ready before pushing to our medallion processing bucket for application completion and submission needs, client attention tasks, payer processing. It’s been submitted… request completed. So all these different buckets. The next column is the status. So this is going to be a more descriptive specific status to where the application is, application submitted, following up on submission pinning tasks. Or there’s another status called pinning dependencies. So if you’re requesting medicare medicaid, and then like Aetna better health, which is to manage medicaid, that Aetna, better health line is going to be put into a pinning dependency status. And then it’s going to show that it’s blocked by medicaid. So once that medicaid is complete, it will automatically trigger the system to put it back into a workable status because we have to have that medicaid enrollment done as a prerequisite for managed medicaid, medicare advantage plans, et cetera. In your support help center here, you have the help option down here that takes you to all of our help center articles in the payer enrollment resources bucket here, you have payer enrollment statuses and definitions. This outlines all of the different statuses that you can see what they mean as a quick reference… in here. Also lots of different helpful tutorials, articles, walkthroughs and explanations as it relates to our payer enrollment product directly in there. If you ever have a question about a request line, want an update? Want to provide an update? Maybe the payer mailed you the welcome letter via snail mail, and you want to share that with us. You can access the notes section here. Click into the note and click get support. When you click get support, it’s going to create a ticket tied directly to this request so that it’s tracked. And monitored. And then you can say, I want to request a hold request, a cancellation request, an update, provide an update, you can attach forms, upload different things here. And that way our support team can look into this specific line versus you emailing support and saying I have this. Provider this payer, blah, blah, and then they have to go in and look for the specific request. But this creates a ticket for tracking and historical. So all tickets created through support are saved, all conversations are saved. So you have that historical record ongoing… you do have an option and it’s very small here and that’s for a reason to add a note to a request line. If you ever add a note, just know that unlike the tasks, our team is not directly notified when a note is left on a line. So if you submit a request and then you realize I forgot to include this or I did this wrong or something. And you just add a note. Chances are our team is not going to see that until either they go in to submit the request or if they’ve already submitted it and they’re in their two week follow up period, they likely won’t see that note until two weeks later. So always utilize the support center if it’s something urgent or an update’s, needed, don’t, just leave notes on the lines because they could get missed or not seen for a week or two.
Naomi Denson (29:40) Once the enrollment requests are completed, we’ve verified with the payer that the providers and network linked to the group, the tax id, the practice location has all the lines of business that you requested. It is going to fall into this completed bucket here. Once it’s in the completed bucket. If it was a request that you made, it will still live in the enrollment requests area, but it will also roll into an existing enrollment. So once it rolls into an existing enrollment, this is where you can report out on all providers, you know, current existing in network enrollments that we’ve completed and… report out on that. You also have the ability to leave notes on a provider’s file. You can just add a note here. If you want to add a note and you need to notify the provider, you can check this box, notify provider via email and it will send them a communication regarding whatever information you need to share with them. And then I showed you the email preferences. We’ve got the group profiles, practice locations here. Just like with the provider directory, you can see the profile completion percentage here on the groups and the practices. These are both 100 percent complete, which is great. These profiles are very easy to update and make changes as needed. So also within this, you have all of your tasks related to that group or any payer requests for the providers under that group. So you can see all of your tasks here as well… in the profile, basic group information, financial operational, the group officials, I see you guys have added those here. So we’re good there external accounts. If there’s any group level logins that the team should have to have access to certain payer portals, you can add those in here or if you just need to store them here for internal use, our team knows if they have access to a portal, how they should be accessing, that there are a lot of payers, like availity. All of our specialists have their own accounts that they have to log in through to submit requests. So we would never log into your availity account because we know having multiple people logged into one availity account can get you locked out and banned. So we don’t share availity, usernames typically. But if you guys need this internally, of course, it’s 100 percent okay for you to store those there… practice locations. And then documents for groups, you can store all of the required documents that it flags you for any additional documents, you can name them whatever you want, store them as other. But there are a multitude of different file types that we already have pre generated outside of the other option… practice profiles are a little bit more, you know, condensed. It’s just the basic practice information and operational information, like hours of operation, after hours, services, telehealth versus brick and mortar, et cetera. Intake. This always errors for me. I don’t know why… the providers, all the providers that are linked to the group are the practice and then all of the groups linked to that practice location. You guys are pretty simple with your setup one group one practice. So it makes things a little bit easier to navigate and make sure associations are completed… licenses. This is just another place to see all of your providers’ existing licenses in one place with any of the licenses payers providers tabs, you can set filters to certain parameters. So if you only wanna see providers that have a California license, you can filter that set whatever filters or you wanna make sure that you’re sorting alphabetically on your provider names, so you can set all these parameters. And then you can create a bookmark. So if you create a bookmark, it saves those preferences and to this bookmark. So every time you log in, all you have to do is click the bookmark that you’ve saved it’ll take you back to those specific filters. So adding a bookmark, you just give it a name, click. OK. And then you can have as many bookmarks as you need. So if you want to separate it by region or state license provider type MD, NP, whatever filters that you want that you would be navigating back to periodically or frequently, you can save those bookmarks there. Alternatively. If you have a lot of filters set you’re looking at something specific that you’ve narrowed down. And Tom, you need to send it to brecky to look at. Just copy the URL, paste it to her in a message and say, hey, can you take a look at this as long as she’s logged into medallion clicks that URL, it’ll take her to exactly what you’re looking at. So she doesn’t have to worry about filtering again and trying to find exactly what you’re looking at. You can share those directly. The payers tab. This is similar to the one in the provider’s profile. We looked at the payer list is built based off of requests made. So any of these payers, it shows you how many requests you have in each bucket and then how many total you have outstanding. You can click directly into this payer name to filter out just by that payer. So you can see all of the signal lines here. If you click directly into enrollment requests, that’s going to take you to all requests in process or. Completed for everyone, for all payers. But again, you can search by a certain payer, name, filter by state, search by provider, you can search between or filter between group enrollment requests or just individual provider enrollment requests. And again, this report here, whatever filters you have, whatever settings you are viewing, you can export that into a CSV file to view externally… as well. Let’s see. And then of course, all of your existing enrollment data here will show if it’s a provider enrollment, it’ll show if it’s a group enrollment, which practice locations are associated, which lines of businesses are confirmed, provider ids, effective dates, revalidations. Everything. Do you have a revalidation that you need to request? You can do that directly through the existing enrollment. So by doing it this way, it’s going to pre populate with that specific enrollment’s information. The only question that you have to answer is, have you received a notice about your revalidation? So you can say, yes, I got a letter. I got an email and then upload that attachment for us or you can say, no, we’ll contact the payer. Use our internal processes to identify the correct next steps forward to complete that revalidation. You can also request demographic updates for a specific line. So if you want to add a line of business, add a new practice location, change a provider’s name, you can do that directly through the existing enrollment as well. But you also have the capability to request bulk demographic updates. So say you had a provider that got married, change their name, and you want to make sure that’s updated with all payers. You can do bulk demographic update, select provider name, fill in the fields here. We’re changing our last name. It’s changing from this to this. Any additional details here? And then on the next screen, it’ll show you all of their enrollments and you choose all of them. You want it updated with every single enrollment. It will give you a flag here. So it’ll say any pending new enrollments must be completed before we’ll submit the demographic updates. So you can go ahead and queue the demographic update. But we have to wait for any enrollments currently in process to process all the way through before we will submit them. So you can see by doing the bulk demographic update for this provider, it requested 13 separate enrollments for demographic updates for each of the payers either outstanding or existing.
Naomi Denson (38:20) Any questions about the payer enrollment screen that you guys have specifically… not for me? Okay. Perfect. Next, we have the analytics tab. So this is all of your analytics and reporting. So payer enrollment is going to be the first report that you see, come up here. Maybe… it’s taking its time. Okay? So this gives you an overview of all of your in progress requests. It shows you whose seat that enrollment request is sitting in. So if it’s with a client, that means it has tasks on it, it’s waiting on you. It’s in your hands right now. Any that are with medallion that are processing or third party at the payer, you can export these reports. Each of these little chiclets can be exported into different file types. You can see all the, completed requests by month breakdown. You can export the full outline… each enrollment request, details that’s been completed. You also have reporting on turnaround times… average turnaround times from the time you requested it, did it make it through intake all the way up to intake complete to the application submitted. And then from application submitted to request, completed verified with the payer confirmed. So all of this is broken down here for you as well. And then you have average turnaround times broken down by payer and calendar days, state and calendar days. And then a full report of all of the turnaround time details here.
Naomi Denson (40:12) You also have the ongoing monitoring report. So this is going to show the sanction and ongoing monitoring results for medicare, opt out in PDB Sam and oig, it will be broken out into different chiclets like this or you have your full sanction audit log down here. That includes all of those verifications. Once this loads, you can export each of these chiclets as well into the same type of reporting format, whichever file type that you wish. You can filter by outcome. The only thing about the outcomes that I like to call out that is not explicitly clear is this needs attention result. Some customers come back to me and they’re like it says needs attention. What do I need to do to resolve that? Nothing? This is just flagging to you that there was a sanction or alert found on that provider. There’s no action needed to change that outcome. It just is going to stay there until the continuous monitoring either changes the result to a clear status or it will stay like that. Forever… needs attention. Just means that there was something found on the file and it’s calling your attention to that clear is what you want to see. Obviously. But just make sure anything that you get a needs attention result for you guys are reviewing and following your internal processes on making sure that they are addressed or have already been addressed. Missing data just means that we don’t have all of the data points needed for that ongoing monitoring result to push through our automation. So maybe we’re missing an npi, we’re missing a birth date, something doesn’t match. So it will show no verification attempt. Like this one is looking for npi and caqh id which we don’t have in their profile yet. So there’s no verification attempt. It’ll show you which data points we’re looking for here. Provider summary, this is an all encompassing report of all of your providers, their information. Anything that is in their profile. This is a huge report. You can narrow it down and filter it by provider name, start date range. It shows all active and deactivated users as well. So you can filter by just your active providers. But it’s a huge report. It’s all of their demographic information, all of their education information, their practice, location, information, specialties, et cetera. One thing about this report is if you slide over to the very end, it’s going to show you exactly what’s missing from their profile. The last time they logged in their profile percentage completion. And then their provider profile progress at the last change date. So when was the last date anything was changed in their profile? Obviously, this report. Being so large, it’s not going to be, it’s not very easy to look at just in platform, but you can export it to an excel file, hide remove columns as needed to narrow it down to what might be helpful to you. All… similar to this report is the provider onboarding report. This is a much smaller version of the provider summary report and it’s essentially just going to say the provider’s name… information, their percentage complete. Have they signed up, accepted their invitation? Have they signed their agreements? Have they answered all their disclosure questions? And do they have any outstanding tasks? And it also gives you a breakdown of profile completion, turnaround time, how long on average is it taking them to accept the invitation after that? How long is it taking them to complete their profiles? And how long from the time they’re invited? Is it taking them to complete their profiles? So it gives you this breakdown here as well?
Naomi Denson (43:54) The last report in here is the task summary. So you have your task summary report. This helps monitor outstanding task performance, turnaround times. How long is it taking to respond to tasks to complete tasks to keep things moving? It’ll show you historical performance on all tasks completed. How many have completed, what was the average task completion time? So you have all of this reporting in here as well to track your tasks and progress there. Have your report builder here. You can build custom reports in here for, you know, providers enrollment requests, et cetera. Just looking at this list, these are the options that you have here. So just looking at the provider report, say you want whatever information you choose here is 110 items to select from. But you can start typing in here. If you want their caqh id, you know, the caqh number in the report, you can move that over it’ll. Generate the report, quick view down here. You can export this one time or you can save the report, give your report a name. You can say, Tom, I only want this report to come to me or I want it to go to all of my admin users. And then you can even schedule this. So you can say, I want this sent every week starting today. Once you save that report, you will receive that report that you’ve pre built and set up directly to your email every week on that day automatically. So just a couple of different options, the provider enrollment requests, just note that the provider enrollment requests report in the report builder only accounts for requests made in platform. So this does not include any existing enrollments that were imported or added manually. It’s only as a result of requests made and medallion or you all processing them and tracking them in the platform. Also have your account tab here. This is where we can see, you know, your admin contact information, and our team can utilize this to know processes or different call outs or priorities that you guys may have. You also have your usage tab here. This is going to outline all of your contract volumes and consumption. So you can see what you’ve used, what you purchased, how many you have left in a certain bucket. So for consumption, you can see once… it loads, you can see you’ve used this, where is it? So right here, so you can see you’ve consumed this amount in dollars. You’ve purchased 500 enrollments, you’ve consumed 139 and you have this many left. This does not include upcoming consumption. So what we talked about earlier is once it reaches intake complete is when that has been consumed. So you also have upcoming consumption details here. So there’s 111 that are out there that you’ve requested that are pending intake complete to count towards and move into that consumed volume. Any questions about this consumption reporting? No, you’ve got your members tab here. This is how you add invite, deactivate, any admin provider enrollments… any new providers that are onboarding providers that are leaving. So invite the member. You can choose which role type you want them to have. If you invite someone and you accidentally invite them as an admin, and you actually need them to have an auditor role which is a view only role. No requests made, no changes made. Just reach out to support. They can change the role on our end. You won’t be able to change it on your end after you’ve sent the invite button. So just fill in the key requirements here and then send the invite and that will create the user if a provider leaves and is deactivated. So you can deactivate members here. If the provider comes back, all you have to do is reactivate that everything in their profile comes back as it was. So they don’t have to restart or recreate a new profile from scratch. Everything is stored on the back end. It hides everything from our operations teams.
Naomi Denson (48:22) And from your view as an active provider… you also have the invites here. Obviously, you can send the invites to your providers if they’ve not either not yet been invited or have not accepted their invite. So we’ve got some in here that were invited back in December that have not accepted it. So if you want to re, trigger or resend that invite, you just click this little paper airplane here and it’ll send them a reminder. After initial invitations are sent, they get a round of five reminder emails following that initial invite. And then they’ll get a final reminder. And then no further after that. So it is important that you monitor their invite acceptance status through here. You can filter this down. So I want to see who’s been invited but hasn’t accepted. And I only want to see my active users. So these are the active providers that have been invited but they have not accepted their invitation or logged in.
Naomi Denson (49:19) So probably need to get these re sent to flag to them. If for some reason maybe their email address is wrong, they need to have a new, their email updated to be able to receive the invitation. You can do that from here as well change their email. If you do change their email, you do need to come back and re trigger the invite so that it goes to the correct email address… and then the support center. So I showed you this with the pay enrollments. But you have full access to the support center for anything that you might need. You’ve got the home here. It’ll direct you to… you can ask a question. It’ll run it through our AI agent. Our bot first try to resolve it that way. A lot of times, it can be resolved that way. If it can’t be it’ll, give you the option say, you know, was this helpful? Or you can say nope I need to talk to a person, it’ll connect you live with one of our support agents to either help resolve the issue if it’s something a live person needs to do or escalate it to our operations teams internally. So you can see all of the history of any active messages that have happened by clicking this message button. And you can also initiate the question here. Additionally with support, you can email our support. Email is changing as of April. So it’s going to change from support at medallion co, to help at medallion co. But you can either send via email if it’s super urgent. You can email CC Chanin on it. If she needs to have eyes on it. If it’s something very urgent, or you can always use the live chat directly through the platform. One other thing if you’re ever in here and it looks like this and you’re like where did my words go? I don’t know what any of these symbols mean. There’s a collapse button that some customers will have it like this. And then suddenly it’s all gone and they’re like where did everything go? It’s because you’ve accidentally clicked this and you can expand this or… reduce it here.
Naomi Denson (51:31) I know that was kind of fast. I was trying to fit a lot in. Any questions? Anything, did this help? Did this? It helped me a lot?
Fatima Nunes (51:42) Because I haven’t looked at a lot of this. So the explanation with it, I took lots of notes. So thank you very much. Yes.
Naomi Denson (51:47) And I’ll share the recording out with you as well when I’m done, but always, yes, refer to the support center with the help center. If you ever get stuck there’s, lots of helpful resources in there. You also can go to support medallion co. And it’s just a bigger version of that support. So you can see it at a larger scale. So you can see all of the different articles and sections you can search for.
Tom Foley (52:11) Certain.
Naomi Denson (52:12) Things, if you want to search around caqh, you can find the articles easily that way. Also as an admin user, when you go to the support medallion co, website, when you’re logged into your platform, I’m not cool enough to have this, but you’ll have another box up here that’s your ticket portal. So you can see all of your historical support tickets that are either in progress or have been closed. You can see them for just you or you can see them for the, you can you have different options where you can see for just you or for the entire organization.
Naomi Denson (52:48) And that’s my show, any questions that I can help answer if you don’t have them now, they will come up later, don’t hesitate to reach out.
Tom Foley (53:02) Yeah, we’re in our we’re in our second phase if you will of growth. And I think it’s just an opportunity for us to take… be more diligent in what we’re doing here. So it is becoming, very important to address these matters so that we can affect… our revenue actually. And the idea that, you know, when we started, we were just going fast, bringing on providers, didn’t care if they were onboarded at least onboarded to a payer, we’re just going right now. We’re in a position where we’re ultimately starting… to rely on payer revenue. And if a provider is seeing a patient that isn’t yet rostered… then we’re in a bunch of doo here, right? So we need to rethink our process and what it means to onboard a provider and how that affects ultimately revenue. So I think we just need to pay closer attention now to how the medallion tool impacts that. Awesome. Yeah.
Naomi Denson (54:29) Definitely go and take a review of your providers that have enrollment requests that aren’t moving because they either haven’t, accepted their invite, they did accept it and then didn’t do anything further to complete their profile. So their work’s being held up. So it is really important that on your end, you are also continuing to monitor and engage your providers to take action that’s needed for us to get them in network and continue processing requests that you guys have made.
Fatima Nunes (54:56) Yeah. And one thing that I’ve seen work for a lot of customers, Tom, is they have automated reports sent to them to their inbox on weekly cadence that shows which providers are enrolled with which payers, which ones are active, which ones are still pending. And I think just having that visibility like automatically in your inbox every week might provide a level of visibility for you to help you make more of like a strategic decision on which providers are in network and which ones are going to be impacting revenue. So just something to keep in mind. And I do have a few other ideas that I’ll email over to all of you around what’s worked more on like the provider onboarding. Once you extend that invite or hire a new provider, there’s some like creative ways that organizations have gone about making sure that providers go in and fill their profiles and are at, you know, are enrolled as soon as possible. So I will put that in an email and send that over to you.
Tom Foley (55:54) Okay. Awesome. I.
Nicole Guethler (55:57) Do have one quick question because I was looking through the tasks. One of them says the letter intent needs to be on official letterhead. So do we just put like a word document with a letterhead in there? Or do we need to create the letter of intent? Yeah.
Naomi Denson (56:18) No, just share the letterhead with us and then we can save that on the back end so that our team always has access to it. Okay? Sounds good. Congrats again, Tom. I’m excited for you guys. Excited to see where it goes. Thank.
Tom Foley (56:32) You appreciate it. We’re excited as well for sure. And.
Fatima Nunes (56:36) Out of curiosity, I see we have two minutes. I know you mentioned you’re entering second phase of growth that was originally second phase was getting close to 60 providers. Has that changed or is that still the plan? We changed strategy?
Tom Foley (56:55) So the numbers might look different, but it affects our ability to flex better. And the point is that instead of hiring 60 to 90 contractors, which is mostly what we’ve been doing. We are now focused almost 100 percent on W twos. Oh good. So instead of having 40 that work 20 hours a week, having 20 that work full time is a better number.
Tom Foley (57:25) And that too impacts our… ability to move. Okay, getting providers to work the weekend and evenings is not an easy task. But if we’re hiring them and they’re expected to work those time shift, the timelines then it becomes easier for us.
Shannon Costine (57:50) Yeah, absolutely. It also seems that every single provider wants to work at the same exact time every single day.
Tom Foley (58:00) Tom, I,
Shannon Costine (58:01) came from an anesthesia world for almost five years. Let me tell you that is, I don’t know how they do it. I don’t know how those schedulers do it. It’s like a puzzle game, you know, constantly trying to move people around that’s Nicole. Yeah. I was going to say that’s Nicole. She’s tired.
Tom Foley (58:19) Well, good luck when it’s a Friday and you have no one scheduled for a Sunday, it’s you know, it’s a challenge… in and of itself, but.
Shannon Costine (58:31) Listen, they used to threaten with steak dinners and edible arrangements. Yeah, exactly.
Tom Foley (58:37) Hey, Nicole, that’s an idea instead of offering them cash, we can offer them a dinner or something. Yeah.
Shannon Costine (58:44) Maybe I could set up something with Omaha steaks. Tom, there you go exactly, whatever it takes, you know… well, thanks, great job. Naomi. Thank you. Everybody reach out if you have any other questions. Okay? Thank you. Bye bye, bye bye.