Transcript
Kristi Toby (00:03) long time, no talk.
Molly Dwyer (00:05) Sure. Is last call of the day.
Kristi Toby (00:10) Last one, it’s been a day. Yeah, it definitely has been a day. Goodness, I was looking at your calendar to see if you had time for the five minutes and I was like, ew, also, she’s like, no, we’ll talk later. I would understand. Because when you have days like that, it’s just like, I don’t have capacity for anything I was not planning to do.
Molly Dwyer (00:30) I know it’s so funny though. It’s like some days, you know, like it’s the whole day for whatever reason and like I’m in charge of scheduling my calendar. Like, I don’t know why.
Kristi Toby (00:41) But sometimes you need that, just put it all on one day so you can have the rest of the week to like.
Molly Dwyer (00:46) Be your own Mondays and Fridays. I have intentionally because at one point, I was doing like multiple like escalated client calls on Fridays. I don’t know why, and I was like,
Kristi Toby (00:59) why am I doing this? That’s disgusting that’s called self harm. It was self harm.
Molly Dwyer (01:13) All right. Here is josh. I’m gonna let him in. Okay?
Kristi Toby (01:26) Hi, josh.
Josh Deitch (01:28) Hello. How you doing? Molly?
Molly Dwyer (01:30) I’m good. How are you all?
Josh Deitch (01:32) Right. Nice to meet you Christy.
Kristi Toby (01:34) Nice to meet you as well. Josh. I like the haircut you got a haircut since I was watching some of the Gong recordings from before. I love it.
Josh Deitch (01:45) Was like the longest my hair had gotten in like three or four years wait.
Molly Dwyer (01:48) Really?
Josh Deitch (01:49) Probably, I like just like it just keeps going out. I’m actually always like my dad like had one picture like back when he was like in his twenties, that was like out to here. I don’t think I’ve ever made it past here, but just, it does a lovely little fro.
Kristi Toby (02:03) I love it.
Josh Deitch (02:05) Yeah, but I feel like much like this is a very like man thing to say. Like if I don’t get out of bed in the morning and my hair is ready for work immediately. I’m not a happy camper.
Kristi Toby (02:18) Listen, when you look good, you feel good when you feel good, you do good.
Molly Dwyer (02:26) So, yes.
Josh Deitch (02:29) Awesome. Well, nice. So excited to work with you. And Molly, we’ve had a great run and I think we’re all going to be able to flex a little bit more, but I.
Kristi Toby (02:38) saw a pup in the background. What kind of dog do you have?
Josh Deitch (02:40) A gold retriever?
Kristi Toby (02:42) Okay. This.
Josh Deitch (02:43) Is Ruby, she is enjoying a little nap right there?
Kristi Toby (02:47) Yay. So we’re all pet parents. I have a probably about 130 pounds now rottweiler named Enzo.
Josh Deitch (02:56) That’s a big boy. He’s.
Kristi Toby (02:58) a big boy, but he thinks he’s still like palmable. So he just steps and sits all over us like we’re not there so classic.
Josh Deitch (03:06) Classic.
Molly Dwyer (03:08) and here’s Mary. Hi, Mary. Oh, you’re on mute? Hey, how are you? Good? I feel like I haven’t seen you in a while. It’s nice to see you. Thanks for joining.
Kristi Toby (03:20) No problem. And.
Molly Dwyer (03:22) We were just kind of doing some quick introductions but we have Christy here who’s going to be your new senior account manager.
Molly Dwyer (03:30) Christy. I kind of gave josh a background. I’m sure that we’d work together, but I would love for you to introduce yourself and, okay, say hi to the rho team. Well.
Kristi Toby (03:38) Hello, rho, team. I’m looking forward to partnering with you all on a regular basis moving forward. So, as Molly mentioned, I’m the new am for the relationship and I have previously worked with Molly in another world for quite a long time. We were a tag team duo on several accounts before. And so, looking forward to, you know, taking the baton from her, I’m based in Atlanta and, you know, looking forward to working with you.
Josh Deitch (04:05) Let’s see if it does it on the hearts.
Kristi Toby (04:08) It.
Josh Deitch (04:09) does like on meat, it actually throws a bunch of hearts, yeah.
Kristi Toby (04:12) Yeah.
Josh Deitch (04:13) I’m the only person that does it now on the team and everyone fed up is laughs if we’re being honest, but it works.
Molly Dwyer (04:19) I love the emojis.
Kristi Toby (04:21) Josh, I know.
Molly Dwyer (04:22) They’re great when you do them… you all know this slide but just kind of to center us around like the team structure. And then also to note here, we have gabby who’s our leader head of account management, and Amy frana who’s Kyle’s leader head of engagement management. I did also want to walk through a few things and just kind of set up an agenda. So sorry if you see a pink flash going through my screen, something is wrong but wanted to provide just a quick leadership update. And then on the next slide kind of walk through some of the key priorities that we have been working on and just making sure we have a clear view of status as we kind of transition things to Christie and make sure we’re capturing everything correctly. First and foremost, we recently brought on Nate Rosenthal as our first chief operating officer. And so he is joining us from really impressive background, airbnb and square. I think one of the things that’s really or that our team got really excited about Nate’s background and just overall passion is just, you know, he focuses on the wide range of operations from service delivery and customer support. But all through, you know, different business operations and strategic operations. So really excited for him. He started about two weeks ago. He’s been, you know, just drinking from the fire hose, but he’s really looking forward to meeting the road team in a few weeks at that meeting with Derek. So excited for him to learn more about your organization and just kind of share more from a priority standpoint, where we’re going to be seeing improvements and sort of innovation across, you know, different operation workflows… and then from a priority tracker. So wanted to make sure we’re all aligned here. Everything that’s currently in flight, kind of talking through some of the major priorities. One is the API setup. I know this is currently still in progress and Erica and Kyle as well as Greg from our team have kind of been working through this but not to lose sight. I don’t know josh or Mary if there’s anything that you would add there on the status?
Josh Deitch (06:27) The API setup. Yeah, this is actually an area I think where we’d probably want to spend at least like maybe five or 10 minutes now. I don’t know if it’s now or we want to just get through this slide and then talk about it. But this is something that I think Mary and I and Erica on our data side of the house are working pretty closely on and have, I think we had a, we had a 45 minute sync today and I think there’s probably a fair amount that I think we want to get to a deeper level of like clarity and alignment on next steps. I know they’ve been talking with Kyle some of these, but I think there’s just, there’s been some stop starts and I think one is like aligned towards what we feel we need. And there’s this is definitely our number one priority. Okay?
Molly Dwyer (07:03) Why don’t you go ahead like let’s use this time so we can talk through what’s top of mind?
Josh Deitch (07:08) Mary, I can kick us off on this one and then add anything else based off what you’re thinking. But we met today and I think there’s a couple things that I think are top of mind for us. One is, I think we were trying to solve this and it sounds like there was a meeting this week with Kyle and the team around like we really want to understand the processes the medallion is going through as we are inputting new providers into the system and making sure we understand the nuance of how that the licensure that we’re getting added translates to some of the fields for autonomous practice. And like do we need a second license and how those checks are happening to inform the API structure to inform the validation of like how we’re thinking about this source of truth management, which Christy, it probably makes sense actually for Mary and I to actually have like a separate meeting with you to talk about like what we’re trying to do here, but I’ll give the quick tldr is that we have our data set, our internal system that manages which providers are allowed to see patients in which state. But we actually want to actually also ingest the medallion data related to licensure validation that’s happening during and then valid and saying, okay for practitioner a, it says you are active in Alaska. Oh, wait, but medallion does not have a licensure in Alaska. Let’s double check on that and, or deactivate them in our care center platforms. They’re not seeing patients when they shouldn’t be on the nurse practitioner side of the house. There’s a lot more nuance with like secondary licenses, independent practice, autonomous practice that like we’re trying to get the nuts and bolts up within our internal system to understand like the state specific nuances, and then also the medallion specific nuances. So we can know and be able to track this effectively. So the rules logic holds. But the like understanding medallion processes feels like one of the bigger ones.
Molly Dwyer (08:55) And.
Josh Deitch (08:56) I think we’ve gotten some details from autonomous practice. I don’t think we have the full details on independent practice and then that’s probably the biggest one. And then really like we’ve built together like a very clear like state hierarchy structure of like which states need secondary licenses, which states have this that I think would be good to get alignment across the teams. It sounds like the meeting that we had that you had on Tuesday had a licensing expert, which is like a good stop. But actually the data we’re getting from this is actually coming from the credentialing side of the house. So I think there’s a couple like that process was not buttoned up.
Molly Dwyer (09:30) Yeah, no, this is super helpful. I think if you can provide me and I just want to kind of be clear in what I’m thinking in terms of ownership from the medallion side and next steps here. If you can share with us like the gap analysis that you kind of just talked through or just like any documentation, if not like, I can also just pull this from the Gong recording. But just so I can get this in front of both our technical team as well as the operations team. And so from there, what I want our team to do is to essentially internally meet and align on, you know, documentation for what those different steps are medallion wise for the licensure, and then talking about the considerations for API. So I think that we do need to elevate this conversation beyond Kyle and just kind of bring in both the technical side as well as more operation leadership. But they will be your contacts running this, the operations side of the house. Christie and I are here to help facilitate and drive that, but we are not the experts. So I just want to make sure we’re setting expectations there.
Josh Deitch (10:45) Yeah, I think that makes sense. I think maybe I think Mary, can you draft a brief like summation of like the key questions and the items for Molly that we’re trying to get through?
Josh Deitch (10:57) I know we have a, that document that Erica built out is thorough but probably a little bit too thorough for like the structure here and then just like attach links.
Mary Pedican (11:08) Yeah. I think that, I think that I have clarity on what is going on. I think that there needs to be more clarity explained to Erica in the way the data looks. And so I think that is where we need some clarity and we need her to be able to understand how she’s looking at, how we’re getting the data on the back end. And what we need mainly is just clarity on the process for when you are verifying a license and updating a license in medallion. I think that is really important. The gist of it. I need, we need to understand when you’re verifying a nurse practitioner license, and what is it that, exactly that you’re marking for prescriptive authority? And is it the, and are you following that process across every single license in every single state? And that’s where we’re seeing that it’s not always happening. And so we need to know if we should own it versus it’s owned by you all in the credentialing process when you’re pulling a credentialing file, but I can pull together my understanding of what Erica and what we’re trying to get a full understanding of if that makes sense?
Molly Dwyer (12:17) Yes. And I do want our team to weigh in specifically to, you know, some of the assumptions that you just shared. So, and.
Mary Pedican (12:25) Make sure. Yeah, I think it would be very helpful for you all to review the Gong call that we had with the recording of the call that we had with Kyle and the licensing representative, because you can clearly hear and see that there’s a disconnect somewhere in the process on that call. Okay?
Molly Dwyer (12:45) Yeah, definitely can take that back and I think, and I want to like be… I haven’t listened to the call but I do know like there are nuances for a lot of different components as you know, like working in this industry just regarding state by state in terms of like the processes that follow. So I think any like hesitation may not be because of like confidence and response, but just trying to understand and consider, you know, different nuances or different, yeah, considerations. But, I will share the Gong or listen to the Gong call and we will follow up on next steps. If you can please share with us like the documentation that you’re looking at. We definitely need that to be able to move this forward. Cool. Awesome. The next piece here is executive meeting scheduled for 429. So josh, if you can just add the additional row folks that you want, are.
Josh Deitch (13:41) they not, they’re not on there? No?
Molly Dwyer (13:42) I don’t have their email. So if you want to add that, yeah.
Molly Dwyer (13:50) Got it. Awesome. Looking forward to that. And then the last thing here is just a new requirement that we want to, you know, work with you and make sure that we have in place moving forward, you know, across our clients that we work with is just making sure that we have either Kim or Mary, someone from executive leadership joining the quarterly calls.
Molly Dwyer (14:10) We have these monthly, but joining on a quarterly basis. And really, the intention there is to ensure that we have, you know, connections at the executive level, but also, they are familiar with the mandalian program. They are not just joining when there’s escalations et cetera. So, would love for Kim. I know Mary’s on mat leave, but like Kim for, to potentially join for the may or June monthly meeting.
Josh Deitch (14:33) Cool. I think we can work towards getting that scheduled. Yeah.
Molly Dwyer (14:36) Awesome. All right. Anything else on the priority tracker that is not captured here?
Josh Deitch (14:48) I think that’s it on my end. I think number one is like P0, like P zeros to P0 is almost P negative one. And then the rest of them are important, but definitely like the top one is definitely like our number one thing. And then on top of that also just actually, there is one other thing that’s actually important. We’re onboarding a bunch of new providers. So, we had our first class on Monday. All their medallion paperwork is complete. Mary, great job in that, and we’re moving folks through, but we’re gonna have probably another, we have another 15 folks starting on next Monday, and then we’re probably gonna have another 60 providers, maybe more coming in the next one or two months.
Molly Dwyer (15:23) Oh, wow. Okay. That’s awesome. Yeah… we.
Josh Deitch (15:29) might be going through our numbers a little bit faster than I anticipated. So we’ll see how that plays out from a volume perspective.
Molly Dwyer (15:39) Not a bad problem to have.
Josh Deitch (15:42) Mary, I.
Molly Dwyer (15:43) see your hand? Mary, I only have.
Mary Pedican (15:45) Two things I don’t know where we landed on like the recredentialing data, like making sure that we are good on everything when it comes to recredentialing josh, it may not be anything that we need to add about like recredentialing and we may be good to move forward, but I just wanted to see if there was anything that we should add to the priority tracker around recreds I.
Josh Deitch (16:08) Think we got that squared away. I was actually thinking we could do the assessment on our side of the data that we’ve got on the dashboard and like if it is a problem then raise it here, but I haven’t seen us do that analysis yet to inform whether it should be a priority.
Mary Pedican (16:21) Okay. And that makes sense. And then the only other thing I had was… nope, I can’t remember it. We’ll keep going. Let me think. I forgot what it was. It just completely went away.
Molly Dwyer (16:37) Well, we’re not going anywhere if you think of it. Just feel free to let.
Mary Pedican (16:41) us know.
Molly Dwyer (16:44) All right. So moving through to credentialing request for March, we saw nine requests come through the average application completion time. I highlight it in red because it was definitely an outlier, I would say in terms of 15 days to complete… that’s.
Josh Deitch (17:04) for the people submitting their side of it, the provider owned?
Molly Dwyer (17:07) Yes, Mary, I see your hand. I.
Mary Pedican (17:11) Remember, my question now was about the new providers that are coming on board. And I think also back to that gap that we saw and I wanted to figure out if there is a better way for providers who already have a medallion profile. We did the workaround where we’re creating the email for them so that we don’t have to wait for them to send us another email. But there’s still that delay of getting their previous profile merged into their current profile. So like if Kyle is out, then I have to wait for send it to the support desk. And then we’ve got to figure out what email address the provider used on the other profile. And if they have more than one, which one do they want to have merged? So I want to try to figure out if there’s a better way or something that we can do to kind of speed up things around the merging of a profile because you’ll see that it’s probably about 95 percent of our providers already have a medallion profile. So it’s something that I’m doing on a regular basis of creating the profile. And then I have to email Kyle to say, can you merge this profile? Let me know when it’s done. So the provider can then go in and complete their step of the process.
Molly Dwyer (18:25) Yep. So that is something that the product team is thinking about. I’m going to follow up with Kyle. There should be more of an update in terms of when I think we’re calling it a provider passport of an eta one that will go live so we can get that detail back to you and that will solve this issue.
Mary Pedican (18:47) Sounds good. Thank.
Molly Dwyer (18:49) You for raising that. So, maybe that’s likely why these provider application times. But… the total time for this cohort was average of 46 days again, pretty big outlier compared to our monthly averages of this cohort of nine requests. Three files were delivered in March and then six delivered in April. The total number of cred files delivered in March was 17 though?
Josh Deitch (19:19) Yeah. The total calendar days, is that across all nine folks or like… as an average total calendar days this?
Molly Dwyer (19:31) Is an average of total turnaround time for the credentialing files requested in March?
Josh Deitch (19:40) Got it. Were there a couple that were like really delayed or something like that? Because I’m actually going to check medallion real quick right now and hop in there.
Mary Pedican (19:51) Does that account for time from the initial request to the time the file is approved? Or just from the time that you guys complete your portion of it?
Molly Dwyer (20:01) It’s from requested to completed. So, yes, it is an outlier of what we typically see on a monthly average, but.
Josh Deitch (20:10) It’s I mean, I’m trying to see if it’s is there one outlier that is driving the outlierness of this?
Molly Dwyer (20:15) I would have to look into the data. I mean, we can definitely pull it and.
Mary Pedican (20:20) Follow up.
Molly Dwyer (20:34) Unless you’re looking at it right now?
Josh Deitch (20:36) I’m pulling it up right now, but this year,
Mary Pedican (20:43) after here.
Josh Deitch (21:02) Got it. So it sounds like, well… it does look.
Josh Deitch (21:16) Like we might be looking at the wrong spot here. And then I think we have four coming in.
Josh Deitch (21:29) Sorry, I have seven in here on the credentialing side.
Josh Deitch (21:38) Oh, yeah. There’s it’s 46… show underlying data.
Mary Pedican (21:48) Okay. I didn’t actually do anything but is that for committee voting? Because when I look around at turnaround breakdown, I… don’t know if I’m looking at this, right? I filled it for the month of March. I see the 17 files. And then when I look at turnaround breakdown, it says 46 total time, but that’s above committee voting.
Mary Pedican (22:16) So committee.
Josh Deitch (22:19) Voting is zero days what?
Molly Dwyer (22:21) The, I think like where this is the best breakdown is essentially, this is all your summary data. And I always recommend just like exporting this directly into excel. You can look for requested date sorted by the request in March. Then it’ll just pull for you. The application was completed on these dates, the ready dates and then the committee enclosed dates. And so if there are any outliers, this will provide like the most underlying granular view of those. And I can’t.
Mary Pedican (23:03) and we should do it from March first to March 30 first. Yes, to get the same numbers that you have. Yes.
Molly Dwyer (23:11) So does.
Josh Deitch (23:12) it feel off here because I’m seeing the nine dates we have here are all after 320. Let me showcase what I’m looking at here.
Josh Deitch (23:28) Like this is the credentialing dates for. And so like there’s literally hasn’t even been 45 days from 320 right… now. And it looks like most of their closed dates. This is what eight? This is going to be like 18 days, seven days. This is null. So I think maybe the null parts are playing, this is 15 days, 15 days. Yeah.
Molly Dwyer (23:53) Let us take this back. I mean we can run it by the analytics team to look into.
Josh Deitch (23:58) Yeah, but that, I think something smells off. I see that it’s playing here… but I… got the dates filtered here… and is it the recred side of the house? But it’s yeah, I think let’s take it back to the team and understand this. But yeah… it’s a little the timing. The timing is, it feels strange.
Molly Dwyer (24:34) Okay. We’ll take that one. Thank you. And then the, no problem. And then licensing… we saw 80 requests come in March. One new license completed, 22 renewals, average task completion time, eight days, which is great. Requested to intake, complete nine days, 16 day turnaround for psvs and board processing time for a total turnaround time of 54 days, which is great. And then looking at consumption. So this is the new contract represented, we can see the updated quantities for medallion core and comprehensive, which is 325. And then we have credentialing and state license renewal, imlc and new licenses were not, you know, contracted for, but whiskey flexibility do have the ability to consume those additional services. So currently the total contracted year one services are 94,250 consumed to date, 13,260 and current available consumption, 80,990.
Josh Deitch (25:51) Got it. The state licensures?
Molly Dwyer (25:57) Those are, those are.
Josh Deitch (25:58) News, did we basically have a bunch of folks finish? Mary? I know Mary, we did that submission trying to get it in before. I think, did those folks finish their, I imagine folks might have finished their licenses?
Mary Pedican (26:10) Is that the, what number? I’m sorry, what number are you looking?
Josh Deitch (26:14) At new state license?
Mary Pedican (26:17) 22, Kyle, from what Kyle explained, it had to get to the intake, complete stage to count. This is for the previous.
Josh Deitch (26:25) Contract, previous contract. Yeah, I assume people just finished, their portion to get intake after the fact. And so now this is going towards the new contract. I think there was a question on my mind of like do we actually want to cancel some of these? But if they’re completed already, we’re going for it, but.
Molly Dwyer (26:40) You may want to look at the upcoming then because these have not counted towards consumption. There’s 25 new state licenses that have not counted towards your consumption yet. So it may be worthwhile reviewing because I think the majority of the requests that you put on March sixteenth did not count towards the previous agreement. So, if you, the best way to look at this and kind of analyze it, if you go to analytics and go to usage… and then pull up the new state licensing under upcoming consumption.
Josh Deitch (27:20) Where is usage? I?
Mary Pedican (27:22) Don’t see that either you?
Molly Dwyer (27:24) Go to this wheel account and go to usage.
Mary Pedican (27:31) Oh, okay. And,
Molly Dwyer (27:33) then you’ll want to scroll down to upcoming. And if you select new state licenses, it’s just going to filter all of the upcoming requests that have not moved through intake. Yet. And so, if you want to cancel any of these requests, you can do so. I.
Josh Deitch (27:50) can’t find that, oh, is it account usage? Not analytics usage? Got it?
Josh Deitch (28:00) So, this is upcoming consumption… it would be new filter for this?
Mary Pedican (28:11) I think it’s 25?
Molly Dwyer (28:11) That are pending.
Mary Pedican (28:14) Yeah.
Josh Deitch (28:14) We don’t have the… it doesn’t.
Mary Pedican (28:19) show the state.
Mary Pedican (28:26) But if you want, I can pull these josh and put them into a sheet to share with you, share with the team to see if we want to move forward with any of these that.
Josh Deitch (28:34) Would be helpful. Yeah.
Mary Pedican (28:35) I can do that.
Molly Dwyer (28:41) Perfect. Yeah. And my recommendation, if you do decide there’s something you want to cancel just as quickly as possible to make sure that they don’t go through the intake process and then… just… let our team know and we’ll put in that request to cancel them.
Mary Pedican (29:01) Thank you of.
Molly Dwyer (29:03) Course. But again, we will continue to provide this on a monthly basis. We’ll share these slides and follow up, but I know you have 30 new providers joining the next month or so. We’ll just keep track of consumption closely so that you have full line of sight into how you’re pacing against the agreement.
Molly Dwyer (29:24) Cool. All right. I feel like we had some good progress in terms of what we need to make sure next steps in terms of conversations are and priorities, a few follow ups regarding the data. Is there anything else that you want to make sure we discuss?
Josh Deitch (29:43) Nothing on my mind, Mary, on your end?
Mary Pedican (29:45) No, I don’t have anything. Well, if.
Molly Dwyer (29:49) you think of anything, you know, where to reach us, but I will follow up with summary and get the ball rolling with that API piece. Hopefully, we can get something set up for next week and get that done. Sweet. If you can just share over the documentation, if you haven’t done so already, I haven’t looked at my inbox yet. We’re.
Josh Deitch (30:09) going to send a brief summary? Like, I don’t think we’re going to give you anything more intense. If there’s things you want more detail on, I think we can ask, but I think we got to, I want to give you like a brief set of paragraphs of what we want and then we can come from there. Okay?
Molly Dwyer (30:20) Sounds good. Thank you. Have a good day really.
Kristi Toby (30:23) Really quick. Is this time still good for like go forward? Exec, like the exec, touch points for the team?
Josh Deitch (30:30) Mary is work for you. I know you’re east coast, so.
Mary Pedican (30:33) Oh, yeah, no worries.
Kristi Toby (30:35) Where are you located, Mary?
Mary Pedican (30:36) I’m in Georgia, so.
Kristi Toby (30:38) Am I, where are you?
Mary Pedican (30:40) I’m down by Jacksonville. So I might as well.
Kristi Toby (30:42) Be, oh, so you’re south? Yeah, you’re where I want to be okay, gotcha.
Mary Pedican (30:47) Yeah. All right.
Kristi Toby (30:48) So, we’ll keep this and I’ll make sure that it’s just on a monthly cadence moving forward. Sounds good. Awesome. Thanks, everybody. Thank you. Thanks.
Josh Deitch (30:56) Molly.
Molly Dwyer (30:57) Bye.