Transcript
Ashley Fryer (00:00) I’m well, how are you?
Rheta Larson (00:02) I’m also doing well. Thank you for asking… Thursday. So getting ready for the weekend.
Ashley Fryer (00:10) I hear you… but.
Rheta Larson (00:14) I was quickly glancing at the agenda and I see a few things that y’all, want to chat through. So I’ll definitely get to the floor before I hop into anything on medallion’s end.
Ashley Fryer (00:26) Hey, Ashley. Hello?
Rheta Larson (00:29) How’s it going? Good?
Rheta Larson (00:41) We’ll give both… street folks a moment to join.
Ashley Fryer (01:14) How are you?
Rheta Larson (01:17) Good. How’s everybody doing?
Rheta Larson (01:26) Okay. Let me share my screen. Do you, is there anyone in particular you want me to wait for on y’all’s end?
Ashley Fryer (01:34) I’m the one that added all the oak street items.
Rheta Larson (01:39) Yeah. If you want to chat through those, I’ll give y’all, the floor there before we hop into anything medallion related. So if you want to chat through Mira’s I know she’s planning on leaving for mat leave soon.
Ashley Fryer (01:52) Yeah, given how close we are, I just want to make sure everything is kind of in order since there were still a few licenses in flight. I do want to say we really appreciate all the work like medallion’s done to get all the renewals in. I think we’re only waiting on three or four licenses now, which is awesome. And even a big relief that she’s been able to get so much renewed that being said, there were a few that I just wanted to check in on, make sure that we’re good to have everything closed out the next week. New Jersey. I noticed has been on hold for at least a week for like an external block. Something about it needing to be converted to a multi state RN. I think I’m not positive, but I just wanted to know if there were any updates since I didn’t see any new comments from an agent in a week? Yeah.
Rheta Larson (02:46) Typically for on hold or external block, not on hold but external block. We’ll follow up with those more frequently. So the expectation is that we’re following up every three business days versus a week. So I’ve already flagged this to the team to dive into it further. It sounds like they need to convert her license to recognize the multi state license. And that comes from the board. So I know we’ve already reached out. We’re just waiting on them to acknowledge, but I’ll have the team contact someone today. They’re aware of her leave date. So we’ll try and get that resolved before then.
Ashley Fryer (03:23) Would that likely just be another application that she’ll have to sign off yep?
Rheta Larson (03:29) So we’ll complete the application and then we’ll task her just to review and approve and then we’ll proceed with submission as normal.
Ashley Fryer (03:36) Great. Hopefully, yeah, that can get resolved maybe by the end of this week. But the next one, I did see that it was like more or less resolved this morning, but I did want to point out that it was a CE task that the wrong information seems to be included in the information it was mentioning like Delaware rules. This was for DC. I noticed that they did update the task description today but just kind of a point of feedback to make sure that providers aren’t being directed to do the wrong requirements.
Rheta Larson (04:11) Okay. I can check because I know the ones that we task are more or less like a long list of cme requirements that will be acceptable to the board. It’s like there’s different options that providers can choose. So it doesn’t have to be the one that medallion navigates to. But it sounds like based off of what you’re saying that it was a completely wrong cme, is that accurate to say? I mean,
Ashley Fryer (04:37) I wouldn’t fully like read what it said before and after, but I think it was the other, you… know, the other cme task that Mira said, can you confirm that this is the correct requirements? And they said this has been updated. So I don’t fully know what was incorrect.
Rheta Larson (04:56) But… okay, gotcha. Yeah, I will… I’ll flag this to the team as well to, I know they’ve already updated this specific task, but I want to make sure that our template doesn’t repeat this behavior for DC specifically for this call out. So if there’s any verbiage that needs to be updated here, we can one update our template internally and then that will be the same templated task for DC ces moving forward. And then of course, naturally coach the individual. So, yeah, thank you for alerting us. I’m not too familiar with this CE, so it may be something that we’ll just dive in further.
Ashley Fryer (05:36) Neither am I so appreciate that. And then, yay. I’m seeing that last one from Maryland, it did finally update the fedex tracking so that’s you know, so I was a little worried it had been lost in the mail. Yeah.
Rheta Larson (05:49) I pulled that. I see it’s expected to be delivered today. So fingers crossed. Usually we check 24 hours after delivery just to account for the time that it’s being accepted by the board, but looks like it’s on track there, yeah.
Ashley Fryer (06:04) I think it was just like a delay in fedex because I was checking the last like four or five days and it didn’t show that it was even in fedex’s hands. So, are there any?
Rheta Larson (06:14) Goals for Mira that you all need to prioritize? I know we got DC and Maine pushed through.
Ashley Fryer (06:22) Those were the last ones. So it’s DC, Maine, Tennessee is processing with the board, and then New Jersey.
Rheta Larson (06:30) Okay. Yeah, I’m gonna follow up with New Jersey. We’ll follow up every three business days. I’ll give the cep back to DC, and then we’ll just flip it once it’s delivered for Maryland. Perfect. Yeah.
Ashley Fryer (06:42) Well, I think the only other she’s a few deas that will be up for expiration during her leave, but obviously, we handle that on our own and she’s prepared for making those renewals. So we should be all set. Okay.
Rheta Larson (06:56) And then in preparation for her mater maternity leave, I know we’ve already prepped the teams, but is there anything else that you need us to make the team aware of on the licensing end? Like should we not be reaching out to Mira for any reason? I don’t foresee why we would, but in the event something comes through?
Ashley Fryer (07:15) Asira, what do you think… I?
Ciera Scott (07:18) Think you like as tasks come through if they’re necessary, you guys can still populate them. Like Ashley and I will be watching for those and have arranged to text Mira so that she can log on as needed while she’s like out on maternity leave. So she won’t necessarily be monitoring her provider tasks, but we will, and we’ll just kind of pull her in accordingly.
Rheta Larson (07:47) That sounds like a plan. I will just make sure that they’re aware that it will be the admins and not Mira. Great. Anything else on y’all’s end? You wanted to chat through for open items. I think I got back to majority of your open tickets. But if there’s anything that’s lingering, definitely let me know. But I think we’ve got responses to all the support tickets, maybe.
Ashley Fryer (08:16) Sierra, you got a personal email, like there was a license that did come in for Mira over the weekend that it, they had included the wrong document. So, I think Sierra had sent the email and we kept getting the AI medallion support by, so.
Rheta Larson (08:32) Was that for Illinois?
Ashley Fryer (08:34) I think it was new North Carolina.
Ciera Scott (08:39) Yeah. I want to say that was like repushed… through, but let me check real quick. Oh, I.
Rheta Larson (08:50) See it? Okay?
Ciera Scott (08:52) Support that? Oh, yeah. Yeah. The bot just kind of, I had basically tagged you Rheta, and was like, you know, can you assist with this?
Ciera Scott (09:00) Because I think the bot responded and asked us to like go through the process of pulling the license ourselves instead of repushing through the right, the license with the right expiration date.
Rheta Larson (09:13) And you, do you still need that? It’s still outstanding? Yes. Okay. Gotcha. I can do that on my end. I’m assuming this is MP and her RN is inactive. So I’m just doing the MP, correct?
Ciera Scott (09:27) I’ll take that one.
Rheta Larson (09:38) And I’m pulling the email congratulations Mira, on your practitioner document. This one was attached… with the old expiration. Date. Okay? I’ll include this as an example back to, we have like several ongoing engineering tickets for these instances. And I hate that it keeps happening to y’all, so, I’m trying to make sure that I’m providing every example so they can find some sort of solution there for your oak street. But I’ll include this one as an example.
Ciera Scott (10:10) That’d be super helpful because we’re like moving really fast when we’re trying to get these like uploaded to our internal teams and platforms. And when that happens like it just makes us second guess ourselves every time we get an attachment and we triple check because it just does happen more often than we like.
Rheta Larson (10:30) Yeah, no, that makes total sense. And when y’all, go to the view verifications column here, which it should show you the history. But I think my, there it, is this helpful at all like for you, to like use? So you’re not having to ask for it each time or is, I know y’all, are moving really fast. So, I’m just curious, I think it’s.
Ashley Fryer (10:53) helpful to know that’s there, but, and we’d prefer that obviously it’s the correct document already included to our process, doesn’t have to change.
Ciera Scott (11:04) But.
Ashley Fryer (11:05) It’s good to know that that’s like available that we could manually like download from the verification history tab. Okay?
Rheta Larson (11:14) Perfect. Yeah. Just let me know if, like if you don’t hear back, that is an option. I’d just like to reiterate there like you are more than welcome to grab it there as well, but I will push through like I’m going to edit the license and then just add the correct copy. And then I’ll email y’all, both Mira and the admins. Great. Okay. I’m going to take that as an action item anything else on any of the open email support tickets that I’m missing?
Ashley Fryer (11:46) I think I had anything else open from?
Rheta Larson (11:49) My end. The one main update I wanted to highlight here was the support email is changing. I don’t know if you’ve already started to see some of that communication on our support tickets and what it’s being filtered through. But support email is no longer gonna be support at medallion co. We are sunsetting that email effective as of the fifteenth. So anything that comes through the fifteenth after will no longer be monitored. So, I’m trying to reiterate to clients just as a reminder. If you do need an email sent out to the support team, it will be help at medallion co. So we’re shifting from support to help at medallion co. But if you use the platform and go to the support center, like that will be automatic and you should be just fine.
Ashley Fryer (12:36) Typically email with the specific like support oak street email. Is that still live? It’s support oakstreet at medallion co. I.
Rheta Larson (12:50) Can double check on that. I don’t think anything’s changing with any of the client tiered ones. So that should remain the same. But I’ll double check just to be sure that nothing is impacted with the change. Yep… this is just like the general inbox. Okay? And then I was just checking to make sure that everything that we chatted through last week was actioned. I know we got the same manager access for Taylor. Is she all good there? Does she have any? Okay? Perfect. And then lastly, I think for timonica, this one was her reinstatement’s in flight. It’s working but I was trying to see when the RN’s finished, if we can submit the MP for the re, but she has her MP. So there’s no need for us to submit it. I just wanted to make sure y’all were aware of that.
Ashley Fryer (13:48) Honestly, I wasn’t really sure what the process is going to be. I know she has the like RN task open.
Kendall Gonzalez-Rivera (13:54) For her.
Rheta Larson (13:56) So, yeah.
Ashley Fryer (13:58) As long as we get that, I guess done. Okay. Yeah.
Kendall Gonzalez-Rivera (14:04) Sorry?
Ashley Fryer (14:06) Go ahead, no, you’re good. I think I’m just not fully sure about what’s actually like needs to be reinstated and what doesn’t need to be. Yeah.
Rheta Larson (14:17) We’re working on the reinstatement for the South Carolina RN, but her nurse practitioner license appears to be active through this month. So let me see. Really quickly.
Kendall Gonzalez-Rivera (14:32) So we might not have placed.
Ashley Fryer (14:33) Requests for the NP since we knew that there was a lot happening with her reinstatement. So there might need to be requests that we have to place… okay?
Rheta Larson (14:46) Let me check on this one because the way that we discussed it last week is that it will open up once the RN is done. But because her NP is active, that won’t be the case. Like it won’t, it will ask her to just renew, but I’m going to hop in there and just check myself. And then I’ll do you have, do you give me like the permission to just input whatever requests are needed for her to keep her NP active? Yeah, definitely. Okay. I love you.
Rheta Larson (15:16) Okay. I will look into that one further. I’m just going to log into her portal.
Kendall Gonzalez-Rivera (15:23) And.
Rheta Larson (15:23) then other than that, I think everything else we had actioned on this end, we did get the email addresses updated on the email escalations. I grabbed some of these that we had just based off of y’all’s medallion emails. So, if anything is still incorrect there as you received the renewal escalation emails, let me know and I’m happy to change it.
Rheta Larson (15:45) But we did partner with our intake team and our support teams to make sure they’re emailing the correct contacts per team admin. All right. And then lastly files outside SLA, I have nothing to report here. Everything was at 100 percent. Oh, I missed these two. But those are also at 100 percent. So we are in good standing for our analytics metrics, and I do believe y’all’s audit for the month of March is completed. So I will shoot that over to you via email. I don’t know the threshold percentage wise on it. So I’ll include that in the report to highlight anything specific. If there was a discrepancy on medallion’s end? Any questions for me?
Kendall Gonzalez-Rivera (16:33) I did have one thing. Sorry, I had to join a couple minutes late. Michelle actually said… two things. That number one, she has not received anything within medallion about renewing her Illinois RN licensure… and then she also said that her home state Tennessee, her compact is showing as expired within medallion, but it’s not, and it expires August of 27 that’s Johnston?
Rheta Larson (17:05) Okay. I’m sorry?
Kendall Gonzalez-Rivera (17:06) No, it’s okay.
Rheta Larson (17:08) Let’s see.
Kendall Gonzalez-Rivera (17:09) Yeah.
Rheta Larson (17:16) So, Illinois.
Kendall Gonzalez-Rivera (17:19) Her.
Rheta Larson (17:21) license is active through.
Kendall Gonzalez-Rivera (17:25) So, I think that she’s just a little because a lot, I mean, Illinois is my home state and like mine’s already been renewed and quite a bit of our team has already like gotten the tasks and renewed their Illinois, but she hasn’t gotten any tasks or anything yet. Yeah.
Rheta Larson (17:41) I just checked with the team early this week actually to see where we stand with our renewals. Cause our cadence is to try and be at the 90 60 days but it hasn’t been requested for her. So I can have, I think, it’s not even moved to intake, but it came through on… the twentieth. So, let me pull that one and then intake task her with the cme instructions and then we’ll just push it forward for completion.
Rheta Larson (18:19) I’m gonna put intake completed as a note there. Okay? And then there was one other state you wanted to chat through for her, yeah.
Kendall Gonzalez-Rivera (18:26) Her home Tennessee compact licensure, she said that it’s showing expired and medallion. I have not checked on my side.
Rheta Larson (18:45) Let’s see.
Rheta Larson (18:50) This was the last renewal… in August, but let’s check her existing license. It looks like it’s okay.
Kendall Gonzalez-Rivera (19:04) I’ll update her with that. Thank you so much.
Rheta Larson (19:07) Yeah, no problem. I… mean, I’m aligned here that it says the multi state Tennessee license is active through 20 27, but let me know if she got something different. It looks like the PDF copy attached is also for the same thing.
Kendall Gonzalez-Rivera (19:21) Perfect. But.
Rheta Larson (19:23) If she’s questioning anything, let me know. Yeah.
Kendall Gonzalez-Rivera (19:26) And then you’ll just update her directly for Illinois. Yeah.
Rheta Larson (19:31) I can shoot the email to you and include her on the copy there. Wonderful. Thank you. Of course. Okay. I have my action items. I have Michelle Illinois. We’ll push the RN renewal forward with intake. I’ll send you the audit for March that has been completed. And then I am going to go ahead and dig into timonica, dansby, South Carolina, request for the nurse practitioner license, and then all of these are working. I know for Mira. The one that we’re pending is for New Jersey, which we’ll contact New Jersey and just see if they can push that along before her mat leave. And then MD is working and then get the feedback to the team for the DC template. Anything I’m missing there? I’ll push that email through as well right now for her NC copy. By the way. Great. Well, that’s all I had. I know Jack is going to be out of office for the next few days. I think he might have sent an email to you all. But if he hasn’t I’ll continue to pick up our operational things moving forward. But if you need anything urgent, feel free to filter my way. And then he’ll get back to you all from the account management side. Upon his return. Okay? Y’all, have a good one. Happy Thursday you.
Kendall Gonzalez-Rivera (20:49) too.
Rheta Larson (20:49) Thanks.