Transcript
Karissa Weight (00:01) howdy, how are you doing?
Rheta Larson (00:05) Hello from my end? Good, good. I think I didn’t invite anyone else to this sync but I know primarily we just wanted to use this time to do a deeper dive with the medallion platform. And I don’t know how much exposure you’ve actually gotten aside from what we’ve kind of been sharing on these calls. So I’m kind of curious. I’m happy to open the floor to you all first to see if there’s anything in particular you want me to cover. If not, I usually back into it from like square one as providers get onboarded, what the medallion profile looks like. We might not have enough time in these 30 minutes, but I can narrow focus on anywhere in particular. Yeah.
Karissa Weight (00:52) So, Nikki and I, I’ll speak for us. I don’t think we have a hell of a lot of exposure to be very Frank with you. We’re learning as we go. We are both HR people. So this is not within our normal scope of responsibilities, totally flexible in a startup that yep, we knew all kinds of fun things. We’re really good utility players. So Nikki… is gonna, Nikki’s gonna cover the front end onboarding, portions related to credentialing. And then I’m working primarily with folks that are already onboarded and either acquired or being I’m gonna call it co credentialed for the purposes of this co employment thing that we have going on at Selma. So I will be taking the folks that are actively onboarded, but maybe being re, credentialed through a different entity. So that’s kind of how we’re splitting the house. And then ranuk and Malia will primarily focus on payer contracting and negotiation of rates. So everything you’re gonna share to us is with us is new and we’re excited.
Rheta Larson (02:01) Great. Okay. Well then I will kind of just start by backing up to kind of square one with onboarding for providers and what that looks like from the medallium provider profile perspective. So I am sharing my screen and I’m currently hijacked as an admin on the Salma side. So y’all should see the same exact view that I do. But essentially on the members tab here, this is gonna be a good indicator of who is all invited to the medallium platform. A few call outs I like to address here is if they have received an invite but they have not accepted the invite. That’s a good indicator that they have not even gotten on the platform at all. Thankfully, I don’t have too many. But in this instance, if they have invite sent and invite accepted, you’ll see the status of invite accepted. So these providers should be the ones that are primarily working out of the medallium profiles. We will create the medallium profiles based off of whatever email that they give to us to do or whatever email y’all decide to set them up with. I don’t know if everyone’s using primarily the Selma health or a different one, but they have the option to do that. I think my only call out here. I don’t know if I addressed this with you yesterday, but if some of these providers are working for other organizations that may be with medallion, they cannot use the same email associated with it. So that’s definitely an ongoing issue. We are looking to explore a workaround and solution there for Q2 for those types of providers who work with multiple organizations. But in that case, they would have to use two separate emails which in most cases people default to the business email addresses anyway. So it’s not really a huge issue.
Karissa Weight (03:57) Question for you regarding that. So as Nikki’s processing these folks won’t even have email addresses established yet. So when folks are running into duplicate emails, maybe they’re in medallion already. Are they getting an error notification or is that in the original instructions that are received by the candidate? They?
Rheta Larson (04:20) Are going to, I think both, I think there’s a little notice there on the invite to let them know upfront like, hey, this could be a potential issue, but they will receive an error essentially if they try to proceed with it. So if y’all do see that, I would encourage you to punt it over to myself but really support. So it’s going to be help at medallion co, they would be the ones to kind of unblock that. Okay. Yeah. So both of y’all are set as admin access. So you have the ability to send out an ad, anyone you see fit for invitations to the platform. And then you can basically invite them based off of their role. I don’t know how Sama currently has it set up, but if you have like another admin coming on or if you have a provider who is going to be a specific team manager of an account, you can set up specific roles for them, but it just needs all this information and then you can invite the member essentially… but y’all have the ability to do everything as an admin access point of view. Providers don’t have that same… deactivating members. I’ll show you this pretty quickly. But anytime you revoke access to a provider or anyone that was using the medallion platform, you can essentially just click deactivate member. But this will essentially remove their entire medallion profile. So that includes anything that’s in flight. I encourage clients to set up some type of off boarding. I know that’s not always planned. So set up some sort of internal type of off boarding where you maybe set up the provider for success to take on anything that we are currently working on because essentially once we deactivate it, we’re no longer touching it. They don’t have access to the platform. So I would encourage them to pull anything that they can in platform before then, but you’ll see the list of deactivated providers here, which you don’t have any, but y’all have the authority to do that as well, deactivate the member.
Karissa Weight (06:23) Now, no one was listed as deactivated. Right?
Rheta Larson (06:27) No, not at this time.
Karissa Weight (06:31) What am I missing?
Rheta Larson (06:34) No one’s listed, meaning y’all, haven’t, deactivated a provider in the medallion profile. So if there is anyone that needs to be deactivated, definitely let us know because that does kind of creep towards consumption for your seats. He.
Karissa Weight (06:46) Was grayed out. Could you go back and look at his profile? Let me.
Rheta Larson (06:51) see, I think I actually have a filter on this. So you’re right? Sorry, that was Nolan williams. So this is the one provider who has been deactivated. Okay? So if I try and pull up Nolan williams, his profile won’t populate for me, you can reactivate or re invite members to the platform. But if you need to pull up a profile but not necessarily reactivate the profile, it would be a separate step with our engineering team. And we try and limit doing that. So that’s why I encourage y’all to just make sure you have some sort of plan in place for those providers who need that information. Okay?
Karissa Weight (07:30) Now, when you’re looking at the way we have things set up within the team, do you have any suggestions for improvement as to the way we’ve got the teams delineated? I see like we’ve got team managers. We’ve got different team viewers. What does that, what’s the best practice for those roles?
Rheta Larson (07:50) That will be entirely up to your organization and how you see fit for those. I see clients tend to have like a subset of professions with delegated I’ll say managers. So instead of them looking at all the providers’ profiles, they just have like the select few like 10. So it looks like y’all, have an iop team that only has three providers currently set up. It looks like it’s for Bonnie, Jill, and Sarah. And I actually don’t know if anyone’s overseeing this team, like no one’s assigned as the manager, but you can essentially assign like if you were just working on this team, you can have that set up. If you go to support, I’m going to go to team… assignment. There’s a support article on this, that kind of highlights exactly what you’re looking for here. Like what all that entails. So I can also share those resources with you in the support center… trying to find create… a new team. This is a good starting point and then it kind of takes you off into the next views and what you would be using those for.
Karissa Weight (09:11) Okay. So I’ll dig into that then thank you.
Rheta Larson (09:15) Here. Yeah. But good question. Everyone uses it differently. So really just dependent on how y’all are broken up and who manages who… all right, once they’re invited to the platform, they will get their welcome email. And then it kind of forces them into the medallion profile I’m going to utilize or I’m just going to use Andrew Penn as the example, someone who has a profile that’s close to 100 percent or at 100 percent. So using Andrew Penn as the example I’m currently in his profile, this is kind of like our bread and butter. The meat of this lives in the medallion profile. We always encourage providers to get their profile completion as close to 100 percent as possible. So you’ll have the little notice here that’s going to tell you how much is still pending when they first get onboarded. These will basically walk them through the entirety of the medallion profile. There’s two options. They have. They can do a caqh import and then pull information over from caqh that I think gets them up to like 60 70 percent. And then they have to do the rest manually. And then the alternative is just manually updating all of this. So I don’t know if this falls on you all as admins or if y’all are encouraging the providers to do this, but this is where a lot of the legwork comes into play depending on the SKUs, you all have. Really we’re gonna need all of this information. So first one’s going to be basic info. This is just going to house first, last name, any maiden names, marriage names, any name changes is very important. We do ask for all that additional info, contact info, mailing address, birth address. This is pretty self explanatory. There. Anything here you can edit? So like the providers will be able to edit and add this information. And then usually if there’s a space that asks for additional documentation, it will give you a space and pop up a place to upload the documents. So like if there was a name change and asks you to upload it will prompt you to do that. But they’ll naturally just work through this workflow. So the next is professional info. This is just going to give a space to kind of highlight who this provider is. Professionally. In this case, it’s a pmhnp. And then it pulls some of their other info like mpi number, so on and so forth. The professional history is going to list everything from their education beyond so education, undergrad high school, in some cases elementary if the state boards need it training, any work history. So this is also super important. I don’t know if y’all are doing any licensing with medallion. I don’t think you all are. But if y’all decided to do any type of licensure work, this is where a lot of this information comes into play.
Karissa Weight (12:12) When you say licensure work, what do you mean by that?
Rheta Larson (12:16) Obtaining licenses in a new state? So, if Andrew Penn was trying to get licensed in, I don’t know Texas, he lives in California, but he wants to practice as a pmh in Texas. We do licensing for clients as well. I know y’all, have the licensing SKU, so I don’t know if there’s any. I don’t think.
Niki Ohmer (12:35) We’re I don’t I think it would be more of like a future state type of thing like right now, all of our clinics are in California, but as we expand, we might need to use the licensing portion because I would assume if we’re asking our current providers to like let’s just say get a license in Arizona, if we open a clinic there that it’s probably something that we would manage for them essentially. So, yeah. So I don’t think we’ll be using it right now, but it’s definitely possible.
Rheta Larson (13:01) In.
Karissa Weight (13:01) the future, is that an add on? Is it an add on that we would need to buy into for our medallion membership?
Rheta Larson (13:07) With your contract, yes.
Karissa Weight (13:09) Yeah. Okay.
Rheta Larson (13:10) I can double check as well just what y’all already have because y’all have the, it may not be, it may just be for existing licenses, but I know y’all are definitely pay enrollment majority of your contract just for future. Okay? Every SKU is a little bit different and what you need, the information based on the profile we try to cater to like per SKU type, but in most cases, it’s 100 percent across the board. Okay. So again, just kind of highlighting this area, work history, super important hospital affiliations. I know this is important for some payers military service, so on and so forth. It’s going to ask you for references. Some payers need that as well. So we encourage them to put that information here.
Karissa Weight (13:57) Can I stop you real quick under the supervisors that section one of the groups that we’re going to be processing through the platform has a pretty significant volume of their providers that are associate level. And so that supervision, what, is there anything that needs to be addressed in there? Will that, is that a required field for associate level folks? Or is that more of an add on it’s.
Rheta Larson (14:22) not a requirement. Yeah, most of these items are optional. Anything that is required will be highlighted with the red asterisk. And it won’t let them proceed until they input something. So the fields that aren’t completely filled out. It is optional. This can be used how you all see fit for your internal purposes. Like the repository is for y’all to use same thing with the providers. They can add things to here and manage it how they see fit. This is just good call outs for future reference. Should any of the applications need it for any reason. There are spaces to input this info. Okay. Thank you. Yeah. So naturally, as they go through this, they’ll just save in next existing licenses. This is kind of on that same piece. Any existing licenses that the providers currently hold or have ever held. We encourage them to upload here. I also don’t know if y’all are on ongoing monitoring. I can check as well. Yeah, y’all, have ongoing monitoring. So essentially for licenses, we’ll continuously monitor for validity of those licenses. So essentially ongoing monitoring will fall into these appropriate expiration date cycles. So around October, when this is coming due, it falls into medallion’s automation to check to see if it’s still active, if it’s not. And we find it’s expired. We flag it to you all to then like flag the provider like, hey, you need to take action here. Your license is going to expire or has expired?
Karissa Weight (15:52) What about disciplinary action or restrictive sort of changes to their license? Yeah.
Rheta Larson (15:59) So the ongoing monitoring does check for expired and then any sanctions that are tied to the license. So we’ll flag those and we’ll mark them in a needs attention status for you all to review. So that is something that is looked at as well. And you can kind of see here just that this is like a whole separate session in itself. But you can kind of see here what I’m referencing this is the RN, permanent California license. You’ll see the license number, issue, date, expiration date. And then this verified status will tell you who it was verified by, if it was manual or if it was automatically verified by the system. There could be a number of reasons as to why an automatic verification fails. And in some cases, it’s just because there’s like a name nuance or the license number is off by a digit. And then we have to correct it because we’re really just validating whatever info is input by the providers. But those are kind of like the verified columns here. And then if you expand the record to the left, you should be able to see the actual PDF copy. So you’ll have that on hand, whatever the providers uploaded. And then when we validate it, if you go to the far right and click view verifications, you’ll see that history of like how many times it’s gone through validation. So it looked like when they were onboarded, then we hit it on the fifteenth and then the thirtieth so you’ll see when it was sourced, who it was sourced by, so on and so forth. And then where we pulled that PDF copy. So I get a lot of questions on this one. If y’all ever have questions on the licenses tab, it’s the same tab here. This is just a part of the profile. They have to fill out. Okay… certifications. Again. Another area where they have the opportunity to add any of their board specialty certifications. It’s going to ask for a specialty cert number. We need the actual PDF copies. So making sure that they upload those, this all lives in platform. And then these also anything with expiration dates tied to them will fall into the expirables tab for y’all as admins. So if this is coming due for expiration, it will kind of alert you to stay on the provider to make sure that they’re getting the necessary documents uploaded to their profile as needed. I’ll skip existing payers for now. But this one’s tied to this provider. So you can see all any open in flight or existing enrollments, CE, credits. I’ll skip this. As well. We do not monitor continuing education for providers. It’s something that is optional for them to input here, but essentially, they can add any CE credits that they have that are relevant to their ongoing education. I know definitely we need these for like renewals and licenses, but payers, not so much. But, yeah, unless you have any questions here, I’ll kind of skip this portion.
Karissa Weight (19:04) Is it of any value or is it just a nice to have?
Rheta Larson (19:07) I think it’s a nice to have a lot of providers just think we manage this for them. We just don’t have the capability to do that because every state’s very nuanced and different. So, like some people just use medallion platform as like tracking and keeping up to date with all of their credits. If they don’t have anything else they’re using or like old spreadsheets, external accounts is super important. This is where our team will save any account information tied to whatever external account that medallion has created on their behalf. So when I say that we do create accounts for clinicians on their behalf as we’re monitoring applications that’s for licensing and payer enrollment, I know you’ve probably already seen like some tasks go back and forth with us saying like, hey create a portal or we created the portal for you. Typically if we do that, we’ll add that external information here. And this is also what I was alluding to like if a provider is off boarded, they can extract this data before they leave y’all’s organization because a lot of like their caqh logins, their imoc, logins, fsmb, they’ll all kind of live in this area. It is, it is protected so that’s like one thing to note providers can’t see other providers. They can only see theirs, but they can add this how they see fit for really anything. Any questions on external accounts?
Rheta Larson (20:38) Malpractice insurance. This is something that is required. It looks like we have y’all’s listed for Andrew, but yeah, just adding the Coi will ask for all this relevant information. And then we also need the PDF copy in most cases, which anything that they upload it will populate into the document section of their medallion profile. But you can view the file here just to see if this is up to date. And then again, because this has an expiration date tied to, it will fall into that expirables tab for y’all, so it will flag once it’s coming due for renewal. Any questions on malpractice… documents, pretty self explanatory as well. Anything that’s required for any type of licensing or any type of application licensing or payer, enrollment related. We kind of house here. So Coi, their driver’s license, their passport, their college diploma, their board certificates, all of this is uploaded. In some cases, we need their CVS. So like anything you need to pull should be listed in their documents. If there is a date tied to it with expiration, that also populates in the expirables, but you can see who uploaded it, who modified it, so on. And so forth. And then lastly disclosure questions and agreements. This portion, it’s kind of like a summarized version of what we tend to see on most types of applications related to criminal history, sanctions, any type of affirmative answers that they would have to answer yes to or affirmatively to. In this case, he has all no answers. But in the event that he did have, I don’t know some sort of criminal history and he was convicted of whatever, they would click yes and then give us a brief explanation outlined here. And then we also need some of those corresponding documents. So like the original statement, what the outcome of that settlement was? Yeah. So this gives them the opportunity to upload those items there. We always tell providers like don’t withhold information because they will find it. So if they can be as forthcoming as possible, that would be better. And then lastly agreements, this is just giving the providers or giving medallion consent to work on the provider’s behalf. So we cannot start work until they do this portion. We have a lot of providers who are like, I’m done with my profile, but they haven’t signed. So just make sure this is actually signed, this signature. And then these initials will give our team the authority to like place those on applications where needed. If we can do it electronically. But really that’s a quick rundown of the medallion profile. Y’all have access to view. All this information and kind of encourage the providers to get that done. Are there any questions on the profile itself?
Karissa Weight (23:40) No, I had a question for you regarding the malpractice insurance. So for providers, it looks like Andrew’s malpractice insurance was actually provided by Thelma, but I’m questioning what that looks like for folks maybe is that it looks like it’s a required field. So if individuals do not like if their personal malpractice insurance is expiring, how does that work as they’re onboarding and joining our own? Yeah.
Rheta Larson (24:10) The teams will, our intake team will vet this. So they get assigned to some of these providers once they’re onboarded and they’ll start working. If y’all have requests in, they’ll start working line items as well. So, on top of y’all working with the providers, we have our intake team trying to ensure that we just have everything we need for any payroll enrollment requests. So they will task them individually. You will see that in their profile in the overview section. So as a whole, you’ll see any tasks related to Andrew for his medallion profile. Live here. If it’s tied to a payer enrollment request, that will be linked. Also in the overview section, you’ll see a mix of them. But you can also find that on the actual lined request kind of what I was showing y’all yesterday, in this overview tab, it’s kind of the same version. You can see that mirrored here.
Karissa Weight (25:05) But, yeah.
Rheta Larson (25:07) We will task it and it will basically say provider profile, that would be an indicator that like we’re blocked by something in your medallion profile before we can even begin work. Yeah intake will start vetting some of these. They’ll get someone assigned. They’ll ask for very specific things based off of the payer enrollment requests that come in. Okay?
Karissa Weight (25:30) I just, I’m thinking about all the ways that it’s going to like it could stop somebody mid workflow. So, okay, thank you.
Rheta Larson (25:37) No, yeah, great question. And we do rely on, you know, the providers to get that info. So after I think I mentioned to y’all yesterday after three attempts, if we don’t hear back from the provider, then that’s when we create administrative tasks for y’all to kind of help nudge them along. So you’ll see like a duplicate task, one for the provider and then one for the admin. Yeah. Okay. Profile. Back to the profile view. I think overall that’s pretty much it other than like this is just the main view for Andrew Penn his profile. I’ll skip verifications for now. But licenses will appear for existing practices that are tied to any practice location that y’all input into the system. You can tie each provider to those. And then payers, you’ll see his open enrollment request. So there’s like tons of ways you can get this same information in different tabs. I’m just narrowing on Andrew as the example here. The last two sections and this is where we primarily work out of when we’re talking in our operational syncs, we’ll work out of their payer tabs or like the main payer tab. Last two questions, I get a lot are notes section. Just as a reminder, medallion does not communicate via any notes. Like we have public facing notes tied to the requests. And this is just solely the means for our team to keep you all up to date with what’s going on in the requests themselves. Like where we’re at, was it submitted? What’s the eta? There admins tend to put notes in here for us to look at. The next time we follow up thinking we’ll get like a response in a timely manner. But we don’t touch these every day. We only touch these on a bi weekly cadence or five day cadence if it’s priority. So if I can help, if I can, if you can take away anything from this is make sure if you have to flag something, go to support and then try and get that escalated via ticket versus putting a note in the file because we won’t see it until two weeks after. If it’s just been updated.
Karissa Weight (27:52) Got it. So.
Rheta Larson (27:54) Yeah, the notes section there, and then the notes section here. Same thing. This is just like a general catch all for notes. We don’t really add notes here unless it’s like something relevant to Angie, like maybe he’s going on sabbatical or I don’t know maybe someone’s going on mat leave. Then we’ll kind of add notes, but we don’t communicate via notes… and then email preferences providers can turn these on and off. This is another really big flag I get from an admin saying like my provider isn’t getting these updates and it’s most likely because they have email fatigue and they decided to turn like everything off. So they stop looking at it. I understand and we understand it’s good feedback. We get a lot of feedback from them that they get too many emails from us. So just note that there are email preferences in their profiles that they can flip on and off. Same thing for y’all’s view. You can flip on and off your preferences for what you’re receiving on a daily or weekly cadence. There’s no rule there that’s entirely up to y’all, but I just like to call it out. All right. I know we’re at time. I have a bit of a cushion until two. So I’m happy to stay on a bit longer and dive through some of the other areas unless y’all, have a hard stop, we can continue this conversation in our next sync as well.
Karissa Weight (29:13) I’m actually, okay. Is there anything else? Nikki, are you good? I’m good. Okay. Is there anything else that you really think that it will be pressing for us to know in this call Rheta, that we haven’t covered yet? I?
Rheta Larson (29:24) Think now that y’all have an understanding of the profiles and kind of how that interacts. The biggest part is going to be the payers. This is where y’all are going to work out of. I know we already overviewed… the overview section. We already went through this. I don’t need to hit on that too much. But this section is important. Typically when we’re working requests, this is essentially what Ronak and Malia will have us work through. So I don’t are y’all, going to have like specific payers assigned to you individually? Or we all kind of just split this up? Oh no.
Karissa Weight (30:03) We’re going to do it’s. Going to be totally dependent as how they come into the system. Okay? So if they come in off the street, they’re going through nici, and if they’re already here, I get to hustle with them, okay?
Rheta Larson (30:16) Gotcha. So then I’ll just, yeah, if y’all set up a team view that way, then it should be helpful and I’ll learn as you start assigning some. So that way we can cover like very specific.
Karissa Weight (30:26) Good. We’re all learning together. Yeah.
Rheta Larson (30:28) As you get familiar with some of these providers and these payers, we’ll put it on the agenda like that. But this is just y’all’s current payer list. It’s going to give you a broad overview of everything that’s working. Anything that’s in y’all’s attention, that we are blocked by everything that’s been completed. And then anything that’s on hold is different than stop means we just stopped work and you all have decided not to pursue that payer on hold is like we’re pending something, but we will pick it up back later. So y’all have asked us to put that on hold. We will never place something on hold prematurely without y’all’s permission… enrollment request is going to be all of the open requests. As you can see there’s 173, 30 year processing. This is really the way that I kind of filter it when I’m talking to y’all, there’s so much that you can do here. You can export this. If you need to create some sort of report, you can filter specifically by state, you can filter by provider. So if you just want to look at Ian’s you can do that and then pull all of his requests. So I would definitely encourage y’all to play around with this a little bit and then just look to see like what each request status means, this is probably the biggest area that takes the longest to get familiar with. But if you’re unsure about what a request status represents, you can hover over the request status column and then click on it and it will tell you, okay, it’s past intake. It’s already been submitted because it moved past our application submitted and states that it was submitted to the payer. And it’s now on payer processing. So when you do that, it also views the notes on like the last call of what action medallion has taken. So I see a lot of admins just like filter things to support. I tried to give you all this knowledge up front. So that way you’re not flooding the support inbox and you can just quickly check it because you have the same information… other than that. I would say these all break down very specific to how you want to filter this. So like by group by provider, the analytics tab is pretty cool because you can pull certain reports that are necessary for you. This is basically just going to be a deep dive of like how quickly we’re turning around these requests for y’all, but the report builder will be a tool that you can utilize to pull like pay enrollment requests. If each morning you want a request to go out to you with certain payers or lines of business, you can select and filter whatever you want here. And then it will pull that running list for you. And there’s so much you can do here. So if you just want to look at like providers, existing licenses, or just providers or any deactivated providers, you can pull all the necessary information that you’re looking at versus like all of the columns when you export it from that other view. And then just create these very specific ones. You can export it. And then it goes just name it. It goes directly to your email. So you’ll receive that. Usually it’s pretty instant if you don’t receive it right away, give it some time depending on how many lines there are. It might take a few minutes or check your spam folder. And then you can save this report. So if you just want to save that, and each time you log in, you can just automatically generate it and pull it. That’s a pretty cool function that a lot of folks use. So I would say play around with the report builder function and create reports. So it makes your life easier and you’re not having to filter each time. Yeah. And then that’s it just the support center that’s my biggest call out. If y’all, have something flag it, go to support. They’ll include me in the ticket and put those on our agenda for the week. Any questions in the payer tab section that I can cover?
Karissa Weight (34:32) The claretab? Am I pronouncing that correctly? That’s the one we touched on yesterday. Is that a manual update that you have to do to actually like discontinue that contract? Yeah, efforts around it. Okay? Yep.
Rheta Larson (34:49) Yeah. I don’t I think I have the permissions now. I’m not sure. I don’t I’ll double check, but we put in requests to the team to like mark them. And typically I try and get these resolved before our next sync. But usually it will take anywhere between 24 to 48 hours and I’ll cross these off my list as I get them done. So like I’ll respond to either via email or provide new updates by our next sync as well. Okay? But yeah, that’s not off my radar. I will get that done this week.
Karissa Weight (35:17) No, no judgment here. I’m just, I just want to know if there’s something else that we need to do on our end to flag it for you specifically.
Rheta Larson (35:24) No, you can’t mark it unfortunately, but you can submit those through support. So, if there are any other requests that we haven’t talked about and you’re like, hey, this isn’t moving, you can submit it through support. And then I’ll be tagged as well. And then it could take up to three business days for support. So that’s why you have the engagement managers. We try and escalate where necessary.
Karissa Weight (35:45) Okay. I guess just for a ballpark, like I’ve asked this question a few times when we’ve been having discussions internally, really trying to understand like how our processes between Nikki and my functions, how we need to kind of back into it from a timeline perspective. So like for, if she were to extend an offer like a contingent offer to a provider, is there like a ballpark number of days we should be looking ahead to for date of hire, like to extend that out so we can ensure that they’re credentialed at the date of hire? Yeah.
Rheta Larson (36:21) That’s a good question. You can take a peek at the analytics section and just see how quickly some of your providers are onboarding, that might be useful for you. I think generally at least for medallion as a whole, it varies because it’s really dependent on the providers doing some work. Yeah, the.
Karissa Weight (36:42) Right. Stuff.
Rheta Larson (36:43) Yeah, I would say look to see what their average turnaround times are to get things done. I mean, this doesn’t look terrible. I’ve seen some where some of the average times can take three months for them to fill out their profile. I don’t know if you have an ideal fit there.
Karissa Weight (37:05) Yeah, I think we’d be looking for like a.
Rheta Larson (37:11) I only laugh because I’ve seen it all with providers.
Karissa Weight (37:16) Yeah, I have too. Yeah, the ones where you’ve got like the poor onboarding person like doing all of the credentialing for the provider because, yeah, it can be a little challenging but it’s just something to give us an idea for more of an internal threshold for projected start dates and so forth. Yeah.
Rheta Larson (37:34) I would say since that’s the biggest piece and y’all’s providers seem to be moving at a fair pace. We should be good there. But giving them their like expected turnaround times, our teams do put due dates on certain things. So that also gives them like kind of like a pressure to get things done. But take a look at the analytics section because payer enrollment is going to vary depending on the payer, if you have specific etas on payers, a payer per payer basis, let me know, but you can pull some of that information as well and then just determine like from, oh, there.
Karissa Weight (38:08) You go. Okay from.
Rheta Larson (38:09) Request to completed date. It’s taking an average of six calendar days. So take a look at this that’s perfect like call outs or if that’s helpful to you. I think a big thing that Salma has bought before is like in y’all’s experience, they’ve seen payers go quicker or maybe the timelines aren’t as, because this is all data from medallion, it’s just based off of what we’re moving, yeah, like from the payers. So if y’all, have any feedback there, that’s helpful as well because we can get our payer teams, I don’t.
Karissa Weight (38:41) have any yet. I’m just trying to figure it all out as we go. So, I’ve asked the question a few times of the team internally and I got kind of that mixed bag feedback. And so just wanting to get that cleared up on my end just kind of within process my own process.
Rheta Larson (38:57) Yeah, this is helpful to see because yeah, again, it looks like y’all are really like moving through requests. It’s just once they’re submitted that’s where the delays come into play at least from a medallion perspective. And then it kind of breaks it down by like what was in the client’s bucket? What was in medallion’s bucket?
Karissa Weight (39:17) So that request, the original request to complete right up there? Holy crap that’s… so that’s just sitting in the provider’s queue waiting for them to action on.
Rheta Larson (39:31) So, yeah, request to complete means the full timeline. So average is OK.
Karissa Weight (39:37) The whole the whole thing the.
Rheta Larson (39:39) Request to us marking it complete. This is going to be requested once it hits intake completed, that’s when the file is consumed on y’all’s account, and then it gets assigned to our medallion staff for submission. So, intake complete to first submission would be a good look there. If you’re confused by any of these statuses. Let me know. I’m happy to break them down, but it’s going to go requested and it goes to intake for them to work. And then once intake has everything, it goes to intake completed, that’s when the timer starts, intake completed onward. So if you need to see like,
Karissa Weight (40:19) so it takes out the delinquent provider, the slow to roll provider, it drops that off. And then it’s really from the date you guys get it to the date that they’re paneled it’s.
Rheta Larson (40:30) showing you everything so you can see everything here. So you can see like is intake, oh, yeah, the deactivated provider? Yeah, you’re correct. Yeah.
Karissa Weight (40:39) Okay.
Rheta Larson (40:39) Yeah, no, yeah. But yeah, if you need to piece it apart, I would say anything from intake complete beyond is really when our timer starts for like, okay, did we get the application out within the appropriate SLA? Usually, it’s about 10 business days for us to get that submitted. And I think that’s contractual for Salma as well so I can double check on that. But yeah, we’ll get applications submitted within 10 business days from the day they hit intake complete… but y’all’s, providers are doing a pretty good job… if there’s any part of this process you need clarity on, let me know.
Karissa Weight (41:17) I’m thinking too, Nikki maybe how we want to rework some comms like onboarding comms, or offer extended comms, so that we’re shaving dates where we can. Yeah, I.
Niki Ohmer (41:30) agree. Yeah.
Rheta Larson (41:32) The faster y’all, get us stuff, the faster we’ll start. Yeah, that could.
Karissa Weight (41:37) Be a good one for us just to show, you know, impact too in terms of our persistence as HR professionals.
Niki Ohmer (41:43) Have you seen Chrissa, have you seen any of the comms that we send out to providers?
Karissa Weight (41:48) Not a damn one actually I.
Niki Ohmer (41:50) Haven’t seen it either. So I just didn’t know if it was something that we are going to need to create ourselves or if they’re I mean, they obviously have some people currently enrolled, so they have to use something to communicate with them, but can we?
Karissa Weight (42:04) Get, is there like a folder of template communications that the provider receives that we could put our eyes on to understand what that looks like? It’s my worst nightmare to like get a doctor on the phone and then have him on like fumbling through. And I can’t I don’t know what he’s seeing. So if there’s something that we can… just be able to understand the process as a user, I’m wondering if that would be helpful. Yeah.
Rheta Larson (42:30) So, I’m looking at your email preferences and you’re getting the weekly admin reports, which includes the providers like reports that they’re receiving. So you’ll receive kind of like a mass email that says provider. So, and so has, this and this. So you’re kind of getting duplicate work. So you should see that already in your emails, it’s the same. It’s the same as the providers, it’s.
Karissa Weight (42:55) the same for what the provider receives then? Yeah. Okay.
Rheta Larson (43:00) There’s no like template per SE, but if you look at those, you’ll start getting familiar with them. And then if someone speaks to something, you can say like, yeah, I saw you receive that email and haven’t, actioned, it, got it. Okay. Yeah.
Karissa Weight (43:13) I’m getting a lot of medallion emails. So I’ll just have to sort, yeah.
Rheta Larson (43:19) Definitely. But I know we’re at time, so hopefully that crash course was beneficial. But yeah, if you have any questions between now and our next seat, just let me know and I’ll definitely get back to you all from the action items from yesterday.
Karissa Weight (43:32) Okay. That sounds good. All.
Rheta Larson (43:34) Right. All right. Thanks.
Karissa Weight (43:35) Rheta, bye.
Rheta Larson (43:37) Bye.