Transcript
Abby Gonzalez (00:00) morning. How are you… doing well? Give me a second. You sound far away. I don’t know if it’s the speaker or?
Collette Waddell (00:15) You?
Adriana Hernandez (00:15) Sound really far away from me too? So I think it might be.
Collette Waddell (00:18) It might be mine. Yeah, let me try.
Collette Waddell (00:40) Is that any better or no?
Abby Gonzalez (00:43) That’s a little better. Well, I don’t know if I, it’s because I actually, at the same time I turned up probably turned up the volume. How does it sound for you, Adriana?
Adriana Hernandez (00:53) It still sounds kind of low, but I can hear you a little bit better.
Abby Gonzalez (00:57) Hold on one second. All right. Can you hear me?
Abby Gonzalez (01:59) I can hear you. I can’t.
Collette Waddell (02:02) hear anything. Hold on one second. Sorry. Thank you.
Collette Waddell (02:20) Can you hear me now? Can’t even hear anything?
Collette Waddell (02:33) Let me hang on one second. If you can hear me. I need to. Yeah, I can hear you.
Adriana Hernandez (02:41) You just sound like you’re really far.
Collette Waddell (02:43) I like I’ve switched between.
Abby Gonzalez (02:46) There, is it better? Yeah, I’m leaning.
Collette Waddell (02:49) A little close to my screen, but here we go. Oh, and Jillian is joining?
Abby Gonzalez (02:56) Us, oh, maybe you’re picking up a different mic?
Collette Waddell (03:01) Am I echoing?
Abby Gonzalez (03:03) No, no, no. I was just, I know sometimes when I try to connect with like on my computer, sometimes I sound far away. And then if I change the settings, it picks up.
Collette Waddell (03:16) That’s yeah, I was trying to mess with, well, there’s like the zoom audio settings, and then there’s like the computer settings and I was trying to click through all of them. Hi, Jillian. I think I’m going to stay off camera just because I was having some technical issues, but it is really nice to meet you. Hello. Nice to meet you as you may know. So I was out all of last week, so I am still playing catch up and Abby… and Adriana, I was, I didn’t see too much come through in emails.
Abby Gonzalez (03:52) I didn’t send a lot of, I didn’t send an email with a rundown of what we are currently processing. I was hoping to discuss it live on today’s, call.
Collette Waddell (04:09) Okay. So I got an, I just got a message right before this call that Jen won’t be able to join us.
Collette Waddell (04:16) So she did add things to the agenda and I had had her look at that, the notes from last, the last time we synced. I think she, I think she needed a little bit of clarification and so I, on a couple of those bullet points. So let me see if I can just pull that up and maybe we can just kind of run through these items and then pepper in what you have to add to it. And I… don’t know, does this time still work for you all in terms of the weekly cadence or would another time? Okay. I wasn’t sure if like another time later in the week would be better? All right. Just wanted to make sure, let me just screen share here. Yeah.
Abby Gonzalez (05:15) I was hoping to ask Jen some questions specific to what is happening on the appointments piece. I’m not sure if you remember Colette when we discussed previously that there would be live updates in the platform. And so I am not seeing the live updates on my end pertaining to the primary source verifications that are being received. And so I’m just… I wanted to try to understand the way that the team works on the back end because for example, dr childress just, the, her peer references were unable to open the form that was sent to them. And in addition to that, they’ve emailed Daniel friend for assistance and there’s no response there. So just looking for some insight on what that might look like, what the turnaround time is for physicians when they do reach out to the email that is in the email address that they send over to them.
Collette Waddell (06:25) Yeah. And that’s your providers or are these the external contacts?
Abby Gonzalez (06:32) These are, so our physicians who Jen is processing, they’re contacts, dr childress is one of our providers. And Jen has noted here a few times that the references, peer references have not been returned. So I’m looking for additional info on insight regarding to what have they done on the back end to try to obtain that peer reference? Is it something that the system is just sending and they’re waiting for that to come back? Or is someone actively reviewing that email address that is listed when the peer references receive that? So I’m just trying to understand, you know, how that works on the back end. And then also these notes over on if you want to click right there where it says notes. And I have noted in there. So we previously discussed that Jen and her team would identify items that are missing from the file in these notes. And so what we have seen happen where and it might not be maybe specifically with dr childress, but there are other providers who are in process where we see notes and for example, there’s a hold reason pending additional information and they were pending malpractice information that was tasked to the provider. And then I came in and I put my note there on three 31 but there are no additional notes from the team to reflect everything has been received. And so as I mentioned, this might not be a good example. But we will see that the team puts, you know, that the references are pending, for example, right there. Actually, this is, if you scroll up right above 326 on 319, they noted that they were pending those verifications. Three peer references were still pending as of 319. And there’s no notes to add for an update since 319. So if they sent the peer references out, what is their follow up process?
Collette Waddell (08:37) Okay. Yes, I see.
Adriana Hernandez (08:40) Collette, would it be easier and better just to reschedule this piece to the time when Jen is available? Yeah, I was thinking the same.
Collette Waddell (08:48) Thing, yeah, because I’d hate to do the back and forth and let me sync with her to see if I can find just a 30 minute block this week where we can just regroup and have that Adriana exactly just more focused on the point the workflow process for the team… and.
Abby Gonzalez (09:12) Then also moving forward has her availability changed because I know she was not available on the last call?
Collette Waddell (09:18) Yeah. I’m gonna sync. She did say that, tell me that she was being pulled into another meeting. So I don’t know if that’s a reoccurring. And so it’s not twice, you know, two weeks apart.
Collette Waddell (09:33) So let me check with her because there maybe we do need to or so… that you guys have that just answers to the appointment piece specifically. So let’s do, let’s I will connect with her and find a 30 minute block, maybe a couple of options. I don’t know if there’s certain days of the week this week that might be better for your schedules that I can kind of focus on looking at her availability and get… that scheduled.
Adriana Hernandez (10:09) It would be good to have it. And by Thursday, Friday, we have another meeting where Abby has to provide updates. So it would be best to have it Thursday afternoon at the latest before.
Collette Waddell (10:22) Your Friday meeting. Okay? I will look at today is Tuesday. I’ll look at tomorrow… or Thursday at the latest, see what blocks that we can. We can sync with her.
Abby Gonzalez (10:37) And pull her into.
Collette Waddell (10:38) The conversation… one thing I think related to dr childress, Abby is when I had noted here the… insurance information was in the profile previously as well as in the document tab. And then you had, you know, we’re curious as to why it was flagged or tasks if the information was already available. So she just added a response here that the Coi was uploaded on 323 and then updated in the platform on 328… and one comment. And just reminder that she sent and asked for me to relate to the team here is when… she went in here and saw these notes, it was the reminder that if notes are added here to this request section, the team isn’t flagged or alerted that there’s any updates here, right?
Abby Gonzalez (11:40) So that goes back to her promising that her team would be making updates here weekly. So if her team is making updates here weekly, they would see our notes unless they’re not able to see stem admin notes and that changes everything altogether.
Collette Waddell (11:57) Yeah. And I will, I’m impersonating just an admin view right now. So let me confirm with her. I think they can. I just, yeah… I don’t want to speak for her. So I’m I don’t want to. Yeah.
Abby Gonzalez (12:16) Yeah, but I do also want to add that the Coi has been in her documents and was also provided to medallion, we can look at that. We can just make sure that moving forward, all of them are in the platform. But I know that we had an issue with the Coi at once because we had our provider profiles completed to 100 percent. And then we made some changes by adding that Coi into the platform and it kind of just threw everything off. So, just… wanted to note, oh.
Collette Waddell (12:53) When it was added as a, at the configuration level where it was blanketed, added to everybody, right? Is that what you’re referencing? Yes. Yeah, yeah. Okay. I think in terms of having the information here for this, it looks like she has it, they have this piece here.
Collette Waddell (13:25) Let me go back. She was just messaging me about.
Abby Gonzalez (13:29) Clarification… of the reference.
Abby Gonzalez (13:44) But when I said the team to review?
Collette Waddell (13:46) And resend the evaluations to be completed, I think she… said, does this mean stem?
Abby Gonzalez (13:53) Was going to send the?
Collette Waddell (13:54) References, no, this was the… medallion team to… review and resend the evaluations to complete. So I’ll tag her on this.
Collette Waddell (14:24) I think we’ll maybe review the dr Kamani’s file with Jen when we get on with her because I know that it was all those affiliations that you had noted. I did… let her know about focusing on providers in sequence.
Abby Gonzalez (14:42) In.
Collette Waddell (14:44) terms of their due dates. And then I’m sorry, I know we jumped far ahead so I don’t know if you want to kind of run through the top for going circling back to dr Mostafa’s.
Abby Gonzalez (15:00) I added… a note there and we can give… me a second. I have to pull up that report, but ultimately, we want to focus on the providers in sequence. And dr Ibrahim Mostafa is not due until may. So, we are trying to finalize the physicians that are due in April and then, which is dr Knapp, just to make sure that we have that one completed for our board meeting next week. And then we have quite a few in may, but we have not been able to finalize that one on our end because there are some items that we wanted to go back and review. Okay. Anything for?
Collette Waddell (15:55) These two here, dr puchalski, and dr atifu?
Abby Gonzalez (16:05) Not at this moment. Okay. I think that the biggest thing is just trying to understand the back end. And then also since this is going to be an important piece for Jillian is understanding the workflow on Jen’s side where if we’re trying to get updates in the platform, then, you know, they’re live and reflect accuracy in the timeline.
Collette Waddell (16:37) Got you. Yes. Okay. Yeah, that’s something that I’ll get clarity on as well in terms of the expectation for the updating in the notes as it relates to the initials versus the reappointments and.
Abby Gonzalez (16:55) What?
Collette Waddell (16:56) That expectation is?
Collette Waddell (17:02) And she did note down here towards the bottom that they work files based on completion. Did you add that? Or? I think Jen added this here at the bottom… you?
Abby Gonzalez (17:20) Might have the note that we can add there is we, I think what happened was a lot of these providers were in an auto reappointment cycle. So I was not given the opportunity to review them prior to going into a reappointment cycle. So I’ve gone into the platform and turned off all auto reappointments for stem. So we have control of when they’re assigned. We want to make sure that the provider profile is reviewed prior to assigning. So we don’t have these issues where it’s unclear of, you know, why a provider was started, but another provider has not been started.
Collette Waddell (17:57) Makes sense. Okay. So this is just the residual of that initial automation that occurred. But moving forward, you’re triggering them, right? Okay. That helps… anything.
Abby Gonzalez (18:14) Else.
Collette Waddell (18:16) As it relates to the appointments that we can kind of just run through today before we try to sync with Jen later?
Abby Gonzalez (18:24) No, okay.
Collette Waddell (18:27) Now, I saw an email come through saying, and I cannot recall the provider’s name, but it was you were inquiring about the transcript because it was a foreign transcript. Did you get the response that you were looking for?
Abby Gonzalez (18:46) Let me see what they sent me this morning because initially I had not, they were just sending me what they had put in the platform. Okay?
Abby Gonzalez (19:25) Okay. I just received it this morning.
Collette Waddell (19:32) This is for dr… badrin’s… that’s what I’m finding.
Collette Waddell (19:47) And I wasn’t I wanted to make sure that with a hyperlink that was sent in, that response worked for you. And if it didn’t I was going to try to like PDF, what I was able to view on my end.
Abby Gonzalez (20:23) I did receive that though, but if we can just flag the team moving forward that anytime they receive this type of request, if they can provide the full correspondence because they provided very minimal information. And just by looking at it, you know, it looks a little sketchy. So I didn’t feel comfortable following the instructions and some of the numbers were cut off. So that is why I requested the original correspondence that they had received from this contact.
Collette Waddell (20:54) Yeah. I glanced, I was, I kind of went through the thread just to make sure that I saw and understood what the ask was, and I suspected that’s why once you, once I looked at it, I was like, yeah, I could see where that was needed.
Abby Gonzalez (21:12) Right. But then also Colette, in addition to dr badran’s license for California, I realized that the licensing specialist that is working on it or assigned to it, they had been delaying… this application because they were unable to load the, if you, and if you want to open the platform, I can show you, but they had an open task for quite some time on this physician. And they were asking the provider to provide an alternate contact. You might want to pull up. Okay. Yeah. Right there, dr badran and then go to his overview for the tasks that were tasked to admin or the physician. At what point does Tristan step into the process to assist her team? When they’re unable to load a website because they had put in platform that they were unable to contact the school. And I did a quick Google search found the contact information online, provided it to them. And that’s ultimately where they received this information. So we want to click on overview.
Collette Waddell (22:32) I suspect it’s in the completed column.
Abby Gonzalez (22:34) Possibly the second one?
Abby Gonzalez (22:40) So if you scroll up, you’ll see the notes, you know, basically they’re asking for assistance. So I want, you know, we always want to make sure that they have exhausted all of their attempts prior to asking a provider to provide some assistance. And so I noted, you know, here that they were unable to open the website, but I was able to do this on my end.
Collette Waddell (23:12) Yeah, I don’t know.
Abby Gonzalez (23:20) So, is there like, so I’m kind of wondering, is there an escalation process internally where the medallion agent notifies Tristan who is able to, you know, step in and maybe assist with this kind of information. But if they’re I’m just not understanding, you know, the delay here when… there should be some assistance from the internal team? Yeah.
Collette Waddell (23:50) Yeah, no fair. And, yeah, I’m not entirely sure. And I don’t know what would have been preventing that unless there was some sort of it… security something or other. So, let me ask Tristan what that process looks like. And I am just curious too about the accessibility or inaccessibility of even being able to get to.
Abby Gonzalez (24:17) Their website?
Collette Waddell (24:18) But let me find out, what that process is internally.
Adriana Hernandez (24:25) To.
Collette Waddell (24:27) see, you know what to get some clarity there.
Abby Gonzalez (25:23) And then I don’t know if you want to additionally note, you know, when the team is unable to access a certain, you know, is there some additional research on the back end basically?
Collette Waddell (25:56) So, you were able to open that email to see the thread? I?
Abby Gonzalez (26:02) Was able to, yes. Okay.
Collette Waddell (26:05) Okay. To see the information.
Abby Gonzalez (26:08) From the school? Okay?
Collette Waddell (26:14) And was, I don’t think I saw anything else?
Abby Gonzalez (26:23) Because that looks like, yeah, we have the California… for bad Ren in process right now. And then I’m just waiting for my team to send… a list of physicians that we will be assigning to North Carolina. So that way I can see who needs a license who needs to be assigned and what that’s going to look like for the licensing team?
Abby Gonzalez (27:13) Okay.
Abby Gonzalez (27:21) Anything else? No, I think that, is it. Okay?
Abby Gonzalez (27:33) Did you?
Collette Waddell (27:34) Want to spend a minute just glancing at your team’s availability for Wednesday and Thursday? That way I can just, we don’t have to do like back and forth. Once I sync with Jen, I can just maybe propose to Jen a couple of times that might work for us.
Abby Gonzalez (27:48) Sure. So, these are all CST and actually give me a second. I did not pull up Adriana’s calendar.
Adriana Hernandez (28:23) Tomorrow, the only I can, those are webinars that I have on there except for the one o’clock one that’s with los alamos so I can attend any other time except for one.
Abby Gonzalez (28:37) Okay. I was trying to pull up your, for some reason, I thought I had your calendar here and I didn’t… so you said at one one?
Adriana Hernandez (28:48) Is the only time I’m not available?
Abby Gonzalez (28:52) Okay.
Abby Gonzalez (28:57) We can do?
Abby Gonzalez (29:05) Any time after two, I do have something on my calendar, but I can move it.
Collette Waddell (29:12) For that’s for Wednesday, yeah.
Abby Gonzalez (29:15) That’s for Wednesday?
Collette Waddell (29:20) And that’s Central Time, okay? And then anything, Thursday actually is looking a little nicer for me… and Jen, I just need to make sure her calendar’s I,
Abby Gonzalez (29:36) am available at 11.
Abby Gonzalez (29:43) And.
Abby Gonzalez (29:50) one, two and three?
Abby Gonzalez (29:59) You said 11?
Collette Waddell (30:01) One, two or three?
Collette Waddell (30:07) Did I get that right?
Abby Gonzalez (30:10) Let’s cut it off at two 30 because I see that. I’m sorry, Adrianna has something later on in the day and I don’t know if we’ll go over. I just want to give her enough time.
Collette Waddell (30:21) Yeah. Okay. So Wednesday, basically any time after two central, Thursday, 11, one or two? Yes. Central.
Collette Waddell (30:42) Okay. I’m going to send her a message right? As soon as we hop off here and get something just a 30 minute, you know, maybe we don’t even take the full 30 minute for one of these options.
Collette Waddell (30:56) So, before anything else gets added to your calendar, so we’ll try and get that sync added as soon as possible. Okay?
Adriana Hernandez (31:05) There is something I do want to add Colette, last year, we discussed the Arizona license renewals and it seems like your team is submitting those renewals late. And I did send a separate email to Nick regarding that because… we were charged for the late fee on the invoice that we just received. And that’s not something that we should have to pay for because you guys are the ones that delayed it, knowing that they needed to be submitted early because this was pointed out earlier last year. Yeah.
Collette Waddell (31:48) No, thank you for flagging that I actually have a sync… with Nick this afternoon for he and I to catch up on all the things. So I’ll make sure that I just flagged that to him so that he can be, you know, with accounting and, you know, handling that piece. And this is specific for Arizona. Yes. Okay. Are still in the renewal being submitted? Okay?
Abby Gonzalez (32:51) Okay. I’m just putting that this was previously discussed with the medallion team last year.
Collette Waddell (33:19) Okay. It would have been around this time last year, right? When you had first alerted the team regarding this.
Adriana Hernandez (33:29) A little bit later like early?
Collette Waddell (33:31) In the summer, maybe?
Adriana Hernandez (33:32) Yeah, it was over the summer.
Abby Gonzalez (33:36) Yeah, it was in July of 20 25. Yeah.
Collette Waddell (33:41) I only mentioned that because I’m like, I don’t think Arizona has been one of the states I, you know, like that since I’ve been, yeah.
Abby Gonzalez (33:47) We’ve sent this email to Kyle and we asked him if we can open the, if we could change the expirations to four months prior to the expiration date because of the renewal. And so with rakabi, we did request it with enough time and the cmes were completed immediately. The cme request was completed immediately by Adriana. And then there was a two month delay on the medallion team completing the intake process. And so when they went to renew it, they were unable to.
Collette Waddell (34:22) Okay. Yeah, yes. I’ve got this here and I’ll make sure that Nick and I just chat through this as well when we sync this afternoon.
Abby Gonzalez (34:34) But thank you for calling.
Collette Waddell (34:37) I appreciate it. Keeping me up to speed on that. All right. Well, I will, I’ll reach out to Jen quickly and get a call scheduled, a 30 minute sync for us to sync with her. In looking at the calendar. It’s I might lean towards your Thursday availability. She and I seems to have a lot of kind of it’s either she’s available or I’m not available for. Wednesday is pretty full.
Abby Gonzalez (35:10) Okay, sure.
Adriana Hernandez (35:11) If we need to move this meeting to a different day and time, we can definitely explore that to make sure that she is included since she’s a really important piece in this.
Collette Waddell (35:20) Yeah. And I mean, I’ll suggest that too, you know, and even if we only, you know, I oftentimes especially as of late, she’s been able to just kind of run through the appointment piece and then she just jumps off, which I think is totally, you know, we can kind of keep that because I know she’s got, you know, focus on the team and everything like that. So, yeah, I’ll propose that. And if there is another standing block of time that you all might have, that aligns with your, you know, you.
Abby Gonzalez (35:55) All, maybe.
Collette Waddell (35:58) We can discuss that with her on Wednesday or Thursday… so we can move it. All right. Well, thank you. I will sync with her and sync with Nick and I’ll send a meeting invite soon.
Abby Gonzalez (36:23) Okay, perfect. Sounds good. Making sure.
Collette Waddell (36:26) I didn’t lose you. All all right. Thanks. Everybody appreciate it. Okay. Talk soon. All right. Bye.