Transcript
Collette Waddell (00:00) good morning.
Collette Waddell (00:13) Good morning, guys.
Sarah-Dina Durand (00:14) Hi, hello?
Sarah-Dina Durand (00:22) Bye. Good morning.
Kayla Johnson (00:28) Good morning.
Collette Waddell (00:31) Kayla.
Kayla Johnson (00:48) good morning. Everybody. Good morning. Hello?
Collette Waddell (00:55) How’s everybody doing?
Sarah-Dina Durand (01:00) Pretty good. How are you? Yeah, yeah, getting.
Collette Waddell (01:04) Back into the groove, trying to catch up from being out last week. So, I have a lot to get through.
Sarah-Dina Durand (01:11) Yeah, that’s always fun huh?
Collette Waddell (01:14) Yeah, same thing here. I just got today’s, my first day back. So, oh, you were out too last week? Yeah, the whole week. Yeah, same. And sometimes I’m really bad and I try to like check in at night, but I didn’t, but now I’m like man, I wish I really had done a little bit of just email filtering, you know, same here. Let’s see. It looks like, oh… I don’t know if we need to wait a couple extra minutes for,
Sarah-Dina Durand (01:46) I think Karitza and Lubna are not gonna make it. And I think Shonda’s also out. So this might be, this might be it.
Collette Waddell (01:57) This.
Sarah-Dina Durand (01:57) Might be it for us. Yeah.
Collette Waddell (01:59) Okay. And then I think I may.
Sarah-Dina Durand (02:01) Have, I think ace is also out too. Yeah.
Collette Waddell (02:04) She just declined. I just got an update that she declined.
Sarah-Dina Durand (02:07) Yeah. Okay. Sync. Okay. All right. Go ahead. No, I was just gonna say I went ahead and, highlighted some of the like urgent things and read and grayed out some of the stuff that we kind of already addressed, the yellow stuff. So.
Collette Waddell (02:25) Perfect. I was actually pulling that up and I was like, oh, there’s a lot more colors. Let me ask about the colors and what they represent.
Sarah-Dina Durand (02:33) Absolutely. And the yellow ones are like obviously things that we want to, talk about and visit and I actually just put all of the payor enrollment things in yellow because I’m not sure what the like if they’re urgent versus not, but I think red, let’s tackle the red ones first. And then we can kind of like revisit the yellow ones.
Collette Waddell (02:58) Yeah, and, I meet with Asia weekly now on Wednesdays, so I might ask her if she wants to just move these over into like a separate, you know, kind of tab or, just to kind of, keep it organized. But, I do have this document attached to my meeting series with her, but we rarely pull this up because usually there’s just other things that have trickled through. So that’s all the yellow is PE.
Sarah-Dina Durand (03:29) Mostly, yeah, but we have some yellow items too, but those are just not super urgent.
Kayla Johnson (03:35) Okay. Guys, just so you guys know, I’m not sure if you guys are aware Asia is out for this week. So, the payr enrollment stuff may have to be on pause for a minute. Okay. I’m still learning, so, I don’t know if I can really answer anything regarding. No.
Collette Waddell (03:50) No, appreciate that. No problem. This was her. I forgot she is out, vacation. I think she said, yeah.
Collette Waddell (03:59) Okay. Thank you, Kayla for that reminder.
Kayla Johnson (04:02) No problem.
Collette Waddell (04:04) Kayla, I know you’re still kind of getting ramped up. Did you want, do you have an, you know, you’re welcome to just reach out separately if there’s, if it would be helpful to sync up later this week to kind of chat more through that. But don’t have to, I just wanted to put that out there.
Kayla Johnson (04:23) Yes, ma’am, if I do have any questions, I definitely reach out personally.
Collette Waddell (04:26) Okay, perfect. Thank you. Sarah, do you want to screen share so that we can just kind of, you, can I can let you kind of drive through?
Sarah-Dina Durand (04:37) Yeah, I could do that. Sure. Oh, wait, let me one second.
Sarah-Dina Durand (04:53) Always. Okay.
Sarah-Dina Durand (05:00) Sorry, I’m just trying to get my screens together. Sure. Share this one.
Collette Waddell (05:10) Okay.
Sarah-Dina Durand (05:11) And now, I have to make this big, but this is in the way.
Sarah-Dina Durand (05:21) Bye. How do I do this? Full screen here? We go. Perfect. All right. So we’re starting to, I’m, going to start down here. We’re starting to do a lot of license data cleanup so we can integrate our other platform into Salesforce. And so we’re just coming across some licenses that have been marked as needs attention. A lot of them are like old licenses from, you know, providers like caqh profile, and some of them are like licenses that I’ve like reviewed in our Salesforce platform, but not medallion. And some of them are like licenses that were not auto verified again post expiration date and they were just marked as needs attention. So we’re just kind of like wondering if we can get some help with like cleaning those up because there’s about like almost a 1,000 of them, like if we can just go in and like re, verify some of the like more recently expired ones. Like if medallion is able to kind of like lend a hand in cleaning those up a little bit because, we just learned recently, like once after the expiration date, you guys’ system doesn’t like re, run the license, they just mark it as needs attention if it wasn’t like changed prior to the date.
Collette Waddell (07:11) Yeah, it gets, yes, it gets marked as needs attention to bring it to the attention of the client admins. And then from that point forward, if you were to receive like a, you,
Sarah-Dina Durand (07:25) know, an info notice?
Collette Waddell (07:26) From the provider or what have you, that the license has been renewed or updated, you would just edit the new, edit the record and then that would trigger the new verification to run, right?
Sarah-Dina Durand (07:41) And I think that’s something we just learned like recently, that wasn’t like the case before we thought like the system would catch those, renewals on their own and we weren’t necessarily going in and reviewing it in that way. So, because of that, there’s a lot of them just kind of sitting there. So that’s why we’re just kind of like inquiring about if we would be able to get some help with cleaning those up. I think in.
Collette Waddell (08:12) This in the.
Sarah-Dina Durand (08:14) Same sort of license data cleanup stuff. I want to talk about the psychologist licenses that are, being marked as PHD. This is really creating a big problem with our internal team because they’re putting the license under PHD on our other platform and it’s causing kind of like some confusion and providers are writing in. I don’t have a PHD. I have a psych D, but because the license type in your system medallion is PHD instead of the psychologist, it’s kind of creating confusion around like what type of license it is. So, if we can also get help with, I understand you wrote in that we have about, let me find the line item. I think it’s down here. We have about where is it? I think.
Collette Waddell (09:13) Yeah, I remember right?
Sarah-Dina Durand (09:15) Here, there’s about like 820 and that’s just like we don’t have the bandwidth to kind of like do those ourselves. But if we can get some help in editing them to be, psy which is the psychologist versus PHD or psyd. And also, I guess we can do that ourselves. But providers are also being marked as like PHD when they actually have a psyd on their profile, like under a profession type. So that’s like another layer to it. For example, today, I’m reviewing an initial credentialing file for Kendra and she’s marked as PHD on her profile, but she actually has a psyd and then her license type is PHD, so that’s not even correct in at all. Yeah.
Collette Waddell (10:16) Let me, and so a couple of things I just… like that week, I flagged.
Sarah-Dina Durand (10:26) I don’t know if it’s me or you, but your audio is kind of going in and out. Yeah.
Collette Waddell (10:32) I can’t hear it too much either… one second.
Collette Waddell (10:42) Can you hear me now? Maybe, yeah, I can hear you. Okay. Hopefully… hopefully it’s stable enough. So the psych… as it relates to the license piece, I did kind of flag that prior to me going out on pto, let me go but I did, not to the extent of asking if our team if there’s any support that we can give spring in terms of cleaning that up. So let me take that back and I will, I’ll see if there’s any, anybody from like the licensing team or the correct team that might be able to jump in to help there. So let me just put that ask out there to the head of our licensing.
Sarah-Dina Durand (11:37) Yeah, sounds good. Can we start like putting like an estimated date of like delivery because I feel like there’s quite a few things that we’ve like brought up and there’s just kind of like no update on where we are and like, what is going on with it. So I don’t like for this particular license stuff. I would really appreciate it if we can get something moving by like midweek the latest. So we can kind of again, we’re doing our own internal like cleanup. We’re trying to like move things along. So this is like really urgent for us right now. Yeah.
Collette Waddell (12:19) Yes. So, I don’t know, I can’t confirm whether or not the licensing team is going to say yes to be able to support the cleanup efforts there?
Sarah-Dina Durand (12:29) I understand. But can we get an update by the midweek so that we can like figure out our like what we need to do? Yes, yes.
Collette Waddell (12:41) So I will put an ask out. And if I haven’t gotten an update by tomorrow, like within 24 hours from the licensing team, I’ll you know, kind of escalator flag again. So that way by Wednesday, we can know for certain, hopefully prior to Wednesday. So let me just.
Collette Waddell (13:08) And I didn’t know if you meant for that column provides response.
Collette Waddell (13:35) Okay. So by Wednesday, I’ll get April.
Sarah-Dina Durand (13:39) April. So this would be not just for the psychologist licenses but, the ones that are like in the needs attention status as well. If we can get any help in cleaning those up. I don’t know if there’s a way to kind of like auto verify because again, I think some of them are, were manually verified. And so they didn’t catch any updates from the state board. So if we can kind of bulk update some of the ones that we are able to. And then whatever’s left over our team can kind of like go in and manually like clean those up. Okay. Yes.
Collette Waddell (14:19) I will ask those two specific license related requests. I’ll drop them both in to, and I’ll flag it to the head of our licensing team… and get an update, a response from those requests to you hopefully within 24 hours. But if not, you know, I’ll make sure that we get an update by Wednesday, the latest, thank.
Sarah-Dina Durand (14:48) You. And,
Collette Waddell (14:52) the, just before we kind of shift gears here… when it comes to the provider’s profile, like the, their degree being listed next to the provider’s name?
Sarah-Dina Durand (15:05) That?
Collette Waddell (15:11) I am just taking a peek at.
Collette Waddell (15:21) I don’t see that anybody from actually before I say that I’m just looking to see,
Collette Waddell (15:35) so it was, I’m looking at that Kendra provider profile I wanted to see.
Collette Waddell (15:46) So the profession was imported as… PHD, right?
Sarah-Dina Durand (15:54) This is the other like aspect. I think for me as a credentialer, I’m gonna match a provider’s profile to whatever is on a PSV. So if I pull an education and it says they have a psych D, I’m going to change whatever needs to be changed. So it’s accurate. I think that’s the proper way of like credentialing a file, making sure whatever is inputted matches the source verification versus like leaving it to be what was inputted or?
Collette Waddell (16:29) Yeah, yeah. Yeah, because I’m just pulling up the… on the verification. So they reuse education proxies, meaning that where available the license… is being used to verify education. Yeah.
Sarah-Dina Durand (16:59) I’ve never seen that before either. So I don’t know. Yeah.
Collette Waddell (17:02) It’s an acceptable source of currency QA. So it is something that during it’s a question that gets asked during implementation for the customer if they accept that type of verification element. So that’s what we’re completing there. Yeah, because.
Sarah-Dina Durand (17:21) Then it’s like you’re not really confirming… the exact degree type. You just know there’s a master’s degree, but you.
Collette Waddell (17:29) know, it’s a.
Sarah-Dina Durand (17:30) Master’s in art versus in science. So, but the PHD versus psych D thing is an issue because we’ll list PHD because the professor’s PHD, but providers will write in. I don’t have a PHD. I have a psych D or vice versa. So it’s like, you know, yeah. And.
Collette Waddell (17:49) we had that example on a call, I think maybe two weeks ago where we were looking at and this may have been a call with just caritza where a provider, their degree next to their name had changed and we went into their profile and viewed the history. And it was the provider themselves who actually went in and changed it from what I think it said. I think in this scenario, it said psych D. And then it was changed to PHD, not this provider, but a different one. And so after that call, I actually went in and provided, I submitted product feedback regarding not allowing providers to go in and after information’s… been verified to go in after the fact and change data… that had been verified. So just to a little context there, this did recently. Yeah, I was on a call with caritza. So.
Sarah-Dina Durand (18:50) Yeah, that makes sense. Yeah.
Collette Waddell (18:52) Because right now they could, in the example that I’m speaking about, they had already, I think they had been credentialed and approved. I think it was like September or October and then it was like in January, they went into their profile and they changed their because then I think it ended up resulting, it was reflected that way on a payer roster. So.
Sarah-Dina Durand (19:13) That concern.
Collette Waddell (19:15) Was raised when I was meeting with her and Lou. So… but it’s in line with exactly what you’re saying. I mean, a, the piece about making… sure that it’s PH… psych D, not PHD. So not only for the license, I’ll take that back to the credentialing team. Yeah, because.
Sarah-Dina Durand (19:45) I think the license type is under both PHD… and psych D are both hyphenated as psychologists, but we really should be using… this license type. So whenever I see this, I just go in and like look for the correct one, which should be this one, a licensed psychologist. Because I think that then clears any confusion of like PHD, psych D, you know, this should be the proper license type because those are degree types, not license types when.
Desiree Maravilla (20:29) This was raised by, it said Lubna was there an update since then, so.
Collette Waddell (20:34) That meeting that I had was right before I went out and so, and I’m just back now today.
Sarah-Dina Durand (20:43) So I don’t okay.
Collette Waddell (20:45) But no, the pro, I rem, so product feedback was submitted because I was getting… from our technical support team who was receiving my initial feedback request for that product enhancement. They were asking clarifying questions about kind of what, the end goal is, if you will. So they were trying to write it up in terms of a, you know, like to formally submit it to engineering, but I haven’t I’ve got a lot of different messages catching up. So I don’t know. Okay, yeah, we could.
Desiree Maravilla (21:22) Just get an update on that by midweek to see like where we are with that.
Collette Waddell (21:26) But yeah, you have feature enhancement that’s gonna be. I mean, that’s a pretty big to lock completely locked down provider data from being changed after credentialing has been approved. That’s going to be a pretty significant.
Desiree Maravilla (21:46) It seems like it would just be a given thing that be built in the system to me. Something that is, that comes down to like actual the accuracy of the information. But, okay, we’ll just stand by.
Collette Waddell (22:00) Yeah, yeah.
Sarah-Dina Durand (22:03) So, I left this one read just because I still am seeing just kind of like… you know, once in a while, there’ll be like the wrong license type especially with the psychologist license things listed on a provider’s profile. So I just kind of left it just like reminder. Maybe we can send out a reminder to the credentialing team to like, you know, just double check again like the PSV and license type that is listed as they match because your system doesn’t automatically hold that.
Collette Waddell (22:39) Okay. So you’re still seeing them not get updated but, yeah, like is it 100 percent? It’s not a.
Sarah-Dina Durand (22:48) 100 percent. Okay. Yeah, no, it’s not 100 percent, but I think it’s often enough to kind of flag and just make sure they’re double checking that because.
Collette Waddell (22:57) Yes, no, no, no. I wanted to just make sure, that I was told they were implementing that. So I wanted to make sure that we were a seeing it, which, you know, then leads me to think if it’s not across the board then it’s maybe just some re, education opportunities for, and some reminders. Yeah, yes.
Sarah-Dina Durand (23:16) Okay. All right. I also, I think I brought this up beginning of the month or end of February, just about sending the additional email to providers with their expiration license expiration post… expiration date. I’m understand the it’s only being sent like 30 days and then a week, right? The week of and, yeah, there’s a.
Collette Waddell (23:49) Cadence for it.
Sarah-Dina Durand (23:53) But has there been any update on sending those additional emails out?
Collette Waddell (24:01) No, that was a product, a technical request… let.
Desiree Maravilla (24:07) Me create this here?
Collette Waddell (24:27) Added a sheet here.
Collette Waddell (24:34) Which line is this? I’m sorry, 34. Okay, great.
Collette Waddell (24:42) Me. Oh… one.
Collette Waddell (25:08) I don’t.
Sarah-Dina Durand (25:08) correct me, I don’t remember, I think I asked this too, like with the same additional.
Collette Waddell (25:16) Reminders.
Sarah-Dina Durand (25:16) Being sent out, are we able to recheck a license post the expiration date or we kind of have to like, I understand once. So if a license was renewed, let’s say like a day after the expiration date, your system doesn’t rerun it, for update?
Sarah-Dina Durand (25:39) It just marks it as needs review. So then like our team have to review 50 plus licenses, but is there a way for you all to kind of like do a run again or it’s just automatically goes into that status and then it’s just kind of left for us to you.
Desiree Maravilla (26:00) Know, update. Yeah.
Collette Waddell (26:01) Let me okay. So I am going to just add when I follow up on that notification piece, I.
Desiree Maravilla (26:12) am.
Collette Waddell (26:12) going to ask… there’s a way for the platform?
Sarah-Dina Durand (26:23) It’s just a lot of manual labor, like to update a license if it was already updated in the, on the state board, your system should like catch that and update it, yeah, but,
Collette Waddell (26:37) they’re doing like web crawls, you know? So it’s like it’s and… so you’re no, I understand exactly what you’re saying for a way for the platform to automatically do like another sweep… an automated web crawl request like an API request, it would just.
Desiree Maravilla (26:58) Be a continued monitoring, right? Right? Continued monthly monitoring, like every.
Sarah-Dina Durand (27:04) time it’s run every month, you get an update. So it should update it even if it.
Desiree Maravilla (27:09) Was.
Sarah-Dina Durand (27:09) once like expired, if it was updated, your… system would be updated, it’s not.
Collette Waddell (27:17) It’s not doing a continuous query for all records in the platform because it’s because especially, you know, as you continue to have like inactive licenses that are truly inactive, but they’re reflected in a provider’s profile, right? Because… then it would be during.
Sarah-Dina Durand (27:42) All of those, well.
Collette Waddell (27:43) Some of them are spiders or 20 years ago.
Desiree Maravilla (27:47) I would be fine with the with like if or the same way that it’s been with every other system that we’ve used before coming to medallion is as long as the provider’s not deactivated on our end, we would continue the monitoring. And if we don’t need that provider to have, you know, or that license, like we would deactivate it ourselves if that’s if that was needed. But it is way too much extra like it’s a lot of manual work and it’s hard for me to believe that like there’s no way, to have like continued monitoring at least now, in this like this time, just like if there’s a way to like, I don’t know if encode it to where or extend like monitoring for three months after expiration date or something like that. That would even be a huge lift because sometimes the boards don’t get back to the provider until like three weeks after the expiration date, but it’s usually within like the same like typically if the provider done like their due diligence, it’d be like within the same month or the next month, but that’s still a lot of manual work to have to go back and rerun it ourselves. When usually at least in, our past experience, the system would automatically still rerun it for a certain amount of time. Yeah.
Collette Waddell (29:05) I’m gonna rephrase what I was gonna. Okay. I’m just updating the notes here. So I am, when I follow up about the notices like just like the gender, you know, the generated like emails. I will also submit feedback at the same time requesting but I want… Desiree, maybe Sarah, you both just elaborate on what is ideal for you. Like in your, that you could see like when I submit this, I’m going to say for the platform to automatically like re query you know, one week post expiration, maybe for like three… times, you know, like for like a month but there needs to be like a, you know, so like what’s the cadence of like what is like an ideal for you?
Collette Waddell (30:00) I.
Sarah-Dina Durand (30:02) Think post.
Collette Waddell (30:04) Expiration.
Sarah-Dina Durand (30:05) Date, we can do it like daily until I think I would say like two weeks for two weeks. I feel like that would be good because it’ll usually take like two weeks and if it takes more, then those will be like outliers. It won’t be like all of them. You think des, is that enough time three?
Collette Waddell (30:29) I.
Desiree Maravilla (30:29) I think that, I think that’s good. And if that is too much like of an ask then?
Collette Waddell (30:37) Even.
Desiree Maravilla (30:37) Maybe once a week, if like we can’t we absolutely can’t do that once a week for the first like month.
Sarah-Dina Durand (30:43) Right. Yeah. Okay.
Collette Waddell (30:47) Okay. So I’ve got it, just noted here, submit feedback requesting the platform to query the inactive licenses that just expired. So for it to be queried daily for two weeks. So like 14 days and in parentheses, I’m just putting if daily is not possible, at least query weekly for four weeks. Yeah. Is that? And I think, Sarah, I think you’re right? I think that should cover most renewals I would imagine… and that hopefully would then just then… present you with like actual true like… ones that have, you know, are maybe likely not going to get renewed or there’s some outlier reason. I put that in my, in this, you know, you were adding it in that column. I also added it in my like little follow up and have like a response by the fifteenth.
Collette Waddell (31:52) So I added just that elaborating it there too. So I’m gonna kind of work off of that, yeah, to get those submitted.
Sarah-Dina Durand (32:03) Let me see how much time we have left. Let’s see. I, there was something else with the licenses I wanted to ask about, but.
Collette Waddell (32:14) I know, I don’t want to jump too far ahead but I did want to at least acknowledge that towards the bottom of this, I know that there was like the whole list of questions in that. Yes. Okay. This is.
Sarah-Dina Durand (32:27) The one I wanted to come to, yeah.
Collette Waddell (32:29) Yeah. So just to kind of jump ahead, at this, I actually saw this get posted like a day or two before I was going out and,
Sarah-Dina Durand (32:41) so.
Collette Waddell (32:42) I went ahead and preemptively dropped this internally for like our head of licensing, our credentialing director, and then our product manager was also tagged on this. So I am compiling responses to all of these and I had them start. I like was have like I had a working document like created for them to kind of start because some of these are a little product kind of related. So I was pulling in. So I don’t again catch up… yet this morning prior to this call, but I just wanted you to know I did see these. I don’t and I’ll double check that maybe additional questions weren’t added to this grid. I don’t think.
Sarah-Dina Durand (33:28) So, but this just kind of came up because we have Shonda was kind of adding licenses and was like running the verification herself. So like I, so.
Collette Waddell (33:39) I think she’s.
Sarah-Dina Durand (33:40) like clicking the verify button, but we were kind of confused around because I think when we talked about that, it was said that we should just put the license information, save it and then the system will either run it and verify it. And if it doesn’t then your team will do the manual verification, but we shouldn’t be hitting any of the verify or verify manually buttons. Yeah.
Collette Waddell (34:07) Yeah, but I.
Sarah-Dina Durand (34:09) think Marissa understood it differently. So I just kind of wanted more like confirmation on your end on what the process should be for us. So then like our team knows because I think everyone kind of like understood your explanation last time differently. So if we can just kind of like get an overall… the right way of like adding a license and verifying?
Collette Waddell (34:36) It, yeah. Yeah. And that’s exactly why when I saw this on here, I was like, okay, well, we’re definitely looping in our product owner that who can really kind of give us the technical, you know, kind of like look, and, or look investigate further as to like… why that is even visible. Yeah. So, yes. So again, I don’t have the responses all yet, but it was, this was going to be a multi kind of cross functional effort in getting answers for all of these. So I will have no later than our sync next week. But if I have a response to all of these or, and, or most of them, even if we’re still pending some further investigation on some of them, I can send that in an email to the team and give you the responses that we have to lead us far from this grid here. Yeah.
Sarah-Dina Durand (35:34) That would be great. Yeah, I think, yeah, whenever you have updates, we would love to get them throughout the week versus like waiting, you know, till like the following week, I think we’re trying to move fast and check in there’s. A lot of moving pieces to what we did. Yeah.
Collette Waddell (35:52) I may even maybe just create a second tab on this because I feel like dropping the responses to all of these in a single cell might be, yeah.
Sarah-Dina Durand (36:02) Or like in an email like, yeah, whatever works for you is great. Yeah.
Collette Waddell (36:06) Okay. All right.
Sarah-Dina Durand (36:12) I think Lou had a question about the sipac licensing. I think again, we’re trying to do our license cleanup and we want to inquire if we can get some help from medallion to add the additional states for sipac licenses because I think most of them are just listed under the home state, which when we’re trying to map out our like.
Collette Waddell (36:42) Like licenses.
Sarah-Dina Durand (36:44) And the other platform is just kind of giving us, they’re not matching like, you know, there’s 30 licenses in that platform, but only one in this one because they’re under one state. So like if we can get help with again just adding those like additional states on the provider’s profile in there. Yeah.
Collette Waddell (37:10) And I did see that Lou, there’s an email thread going on where Mike was also helping just with the follow up like looks like they’re during while I was out last week. So they’re trying to schedule some time to sync, to review this.
Collette Waddell (37:34) And that is, yeah, that was like Thursday five P.
Collette Waddell (37:39) M was the last email response, but I’ll connect with Mike. I’ll just try to read through the chain because there was a lot of back and forth last week about awesome. I.
Sarah-Dina Durand (37:53) Think the other pressing thing that I want to bring up again is the Coi… issue that we’re having and our providers getting notifications from medallion and caqh to like, I don’t know, add their name to their Coi document. Like I said, we have like at least 100 Zendesk tickets with these questions that are just sitting there, which again is just really impacting our internal KPIs, yeah.
Collette Waddell (38:30) And this is related to the providers that we’re doing caqh management for, right? And we’re uploading the Coi that’s in the provider’s profile. But then caqh profile is throwing that error because it’s not there’s no like name listed on there. Yeah. And I think.
Sarah-Dina Durand (38:54) I was gonna add, I think there’s instances where like medallion is reaching out.
Collette Waddell (38:58) And medallion is.
Sarah-Dina Durand (39:00) Also flagging some of the like files to us. I think… Asia mentioned it like our task for this. It’s like a long like list of tasks in medallion to do. Yeah. And it’s all related to this.
Collette Waddell (39:19) And I don’t know if there is. So I flagged, I did flag that to the caqh management team and they were explaining that… and I believe I might have addressed this on the last call that it does throw that error. But then the follow and then I responded and let them know that it didn’t seem to be 100 percent and they were asking if you have any examples where it may have or, but I don’t really.
Desiree Maravilla (39:51) Know we didn’t last that I remember leaving off was that we were letting you guys know that this isn’t it’s that.
Sarah-Dina Durand (39:59) This.
Desiree Maravilla (40:00) Isn’t like an every.
Collette Waddell (40:03) provider.
Desiree Maravilla (40:04) type of thing, but it is coming up more often now and it seemed to be like, I get that we’re getting the notification but if we were something that we could do with, I don’t know the medallion staff to, I… like see if that was the last.
Collette Waddell (40:22) That, we had heard about it.
Desiree Maravilla (40:24) I didn’t hear an update after that, no.
Collette Waddell (40:27) And just.
Desiree Maravilla (40:29) so that I, so.
Collette Waddell (40:31) There’s a few different like areas and product skews that. So I just want to make sure I’m understanding from your, this team are, is this impacting these credentialing files? Like in this key in these cues here? Is that what you’re seeing?
Sarah-Dina Durand (40:50) So, it’s not a lot there’s I think in the past couple weeks, there’s probably been like three of them that were flagged as like needs attention because, and it’ll say like it’ll say it next to the malpractice… it’ll say like needs attention, but I think.
Collette Waddell (41:11) Our.
Sarah-Dina Durand (41:13) the main, like the more impactful thing is like providers writing in. So here’s an example providers are writing in saying that like… we are receiving these like emails constantly from caqh and medallion to update xyz, but it’s like, is that something we’re requiring? And why are they getting these emails? And how do we, like? I don’t know, like what do we tell them? Yeah, yeah.
Collette Waddell (41:46) So in the example, so it’s there’s kind of two separate workflows that I need to make sure are addressed. One is that our credentialing specialists that are processing these credentialing files under this credentialing tab are not flagging for this reason. Like here, the example that you’re showing me I’m like this, we should not be doing this because it’s in our notes that say that there’s just going to be the standard certificate. So, this is… an example that you’re sharing here is go back… to our credentialing team and about reminder that we do not need to flag this for spring health files when they’re for credentialing applications for spring health. We do not need to flag here. So this is kind of a, this is good because I can just confirm that I’m going to take that back and remind the credentialing team not to flag that for that reason. And then.
Collette Waddell (42:59) let me stop sharing. And then the second piece is,
Sarah-Dina Durand (43:01) I’m.
Collette Waddell (43:02) sorry, I lost my train of thought. And then the second component is once providers are going through payer enrollment processes, and then they get added to the caqh management SKU that… they’re providing for certain providers that’s a separate team that is then going in and, you know, updating the caqh profiles and doing the reattestations and everything like that. That’s where it’s throwing that error. It’s in that provider’s caqh profile. So it’s and that’s what I am… hoping to find an example of a provider who has caqh management turned on, but that we’ve been successful at uploading that Coi, because it doesn’t make sense as to why the caqh platform in it of itself is throwing that’s it’s the platform, the caqh platform not medallion that’s throwing that error. And so it will not allow us to reattest or re, you know, submit that attestation in caqh on behalf of that provider because it’s not seeing like the name in the attached document that gets uploaded. I’m sorry if that was a lot.
Collette Waddell (44:23) Yeah. So I think I just, I need to find an example and I don’t know if this is something that on your end, you would have, and it may be something maybe, yeah, let.
Sarah-Dina Durand (44:38) Me share my screen. Yeah.
Collette Waddell (44:40) I.
Sarah-Dina Durand (44:41) was trying to find a ticket to show you. Sorry… how do I do this again? Touchscreen? So, this is one.
Sarah-Dina Durand (45:02) the provider saying the,
Collette Waddell (45:06) document… uploaded, which I’m guessing that’s.
Sarah-Dina Durand (45:12) you guys doing the cqh management, you’re uploading are like… malpractice… and it’s saying failed. And.
Collette Waddell (45:24) then I think there’s… one.
Collette Waddell (45:57) First provider, Melissa davies or Melissa davis davies?
Sarah-Dina Durand (46:04) Yeah. So, I’m just wondering if we should tell them to ignore it. Like, are you, like, I don’t know how to… if that’s like even proper. Is that something we should be fixing? Like, I don’t know.
Collette Waddell (46:23) I can see that we created a task for this provider.
Collette Waddell (46:42) Think.
Collette Waddell (46:46) that makes sense.
Collette Waddell (46:53) Unsuccessful at that’s. Why I just want to make sure I was in the right providers profile.
Sarah-Dina Durand (47:31) I think we’re at time. Oh.
Collette Waddell (47:35) We are.
Collette Waddell (47:41) Okay. So, it’s the error is getting thrown when we’re logging into, see the provider’s caqh profile, like for them and trying to upload that document. And… sorry, I was trying to look in Melissa davies profile to see if there were any open tasks related to this like and I don’t even see any like open or previous… like closed tasks related to it. So.
Collette Waddell (48:15) I’m gonna have to find out from the caqh team here that does like the re, attestations, like if… we were getting an error because I don’t see if there was an error or there’s no task, you know, noting that for this one example. And then who was the second provider… fentya? Yeah. Okay. I… can look into hers too.
Collette Waddell (48:51) C y NRCIN.
Collette Waddell (49:12) Huh.
Collette Waddell (49:35) is anything open for Cynthia Hernandez either? So.
Sarah-Dina Durand (49:41) You’re saying like normally?
Collette Waddell (49:43) So, you know, how like in the platform in the overview, there’s like tasks that’ll say like, and it’s for like caqh management, like I’m going into the provider’s profiles because usually in the overview tab, when you’re inside a provider profile, you can view like any current… past tasks like tasks that may have been closed. And I don’t see anything for Cynthia or the other Melissa? Yeah, I.
Sarah-Dina Durand (50:16) don’t think I’m seeing that either, but.
Collette Waddell (50:17) So, that’s interesting that you got a Zendesk ticket on your end for it when it… like doesn’t seem to be the ones that like these ones that we see here in your like, yeah, right? I don’t know, like I said.
Sarah-Dina Durand (50:34) We have like about like at least 100 of them that are like emailing us saying, I keep getting pinged by medallion or caqh about this. Yeah. So it’s yeah.
Collette Waddell (50:48) So, let me, I’m gonna take these two names, Melissa davies and Cynthia Hernandez and specifically ask our caqh management team if they were successful at doing caqh, the caqh update like profile update because I don’t see an open task like we do with these ones here on the screen. Yeah. And can you, yeah, inquire?
Sarah-Dina Durand (51:16) About like if they have any information as to why providers might be getting letters directly from caqh asking them for this information, if they on their end like.
Collette Waddell (51:29) Didn’t.
Sarah-Dina Durand (51:30) request it if they’re like managing that, those like caqh profile?
Collette Waddell (51:35) Yeah.
Collette Waddell (51:41) It doesn’t mix well, I guess if they were attempting to go in to like update their profiles, but.
Collette Waddell (51:51) Knowing that they couldn’t finalize the caq, you know, with that error.
Collette Waddell (52:06) I don’t know why they’re getting a caqh email, but on our, in our view, it doesn’t look like there’s any issue, you know? Yeah.
Sarah-Dina Durand (52:18) And then, the other layer to this is this task thing like do.
Collette Waddell (52:26) We, I know I,
Sarah-Dina Durand (52:29) don’t like, I know Asia’s not here to speak to this for payers if we need, this information. And I know she kind of had… questions about the, some of the tasks being sent out when they shouldn’t be for certain things. But I’m not, I don’t have specifics but.
Collette Waddell (52:50) Yeah, I know, that was being addressed escalated and being addressed in terms of the… assigning of tasks and like making sure like the tasks are correctly going to providers versus admins and, or like… not task asking for specific things, you know, that aren’t needed, for your organizations specifically. So, I know that there’s conversation at the kind of a leadership level happening, but I don’t have an update on that. I just know it’s been a openly, you know, working with Lou and Asia and our like the head of my department and things like that with Mike as well. So.
Collette Waddell (53:52) Yeah. Let me, let me see if I can get some examples of using the Cynthia file and see what else I can get with this. I just, it’s like, I need to see. I don’t have visibility into going into a provider caqa, I just want to see like, have we been successful at uploading that document for some but not all. Like it doesn’t I don’t get that it’s the same document. So, for everybody, so, yeah, all right.
Collette Waddell (54:30) I know that I’m gonna go follow. I want to get an update from you hopefully before Wednesday… and then I will go to that working document that I have for that whole host of license questions and provide the responses to the ones that are already like addressed from the different stakeholders internally here so that I can get that over to you. All… good,
Sarah-Dina Durand (54:54) I am looking forward to any update that you might have especially with the license data cleanup things. And, yeah.
Collette Waddell (55:04) And thank you for adding that. I just saw you typing in related to line, whatever that’s helpful. So, thank you of.
Sarah-Dina Durand (55:10) Course. Yeah, just keep us updated and I appreciate your time and, yeah, thank.
Collette Waddell (55:18) You. All right. Thanks, Sarah. Thanks Kayla. Have a good one.
Sarah-Dina Durand (55:21) You too. Bye bye.