Transcript
James Donachie (00:00) hi, hey.
Cindy Craddock (00:02) How are you?
James Donachie (00:03) I’m doing well. How are you?
Cindy Craddock (00:05) Good. I don’t… know if we have like a running sheet. I just have a little doc that I had had before. So I just wanted to jot some things down.
James Donachie (00:20) Is it on Google?
Cindy Craddock (00:22) It is on Google?
James Donachie (00:24) I think you can, if you want, you can share that with me and we can have a, yeah.
Cindy Craddock (00:32) I wonder how to do that. I mean, if I just click share, it’s, going to be like trying to share something from our internal Arista drive. So, I know I’ve seen it like on the meetings, I’ll have to figure that out.
James Donachie (00:44) I’ll just share, yeah, because we have a.
Cindy Craddock (00:46) lot, but we.
James Donachie (00:47) have Google, we use Google too, so I think you’re able to just share like a specific doc because it is not common in the healthcare space for people to be Google.
Cindy Craddock (01:01) Yeah, no, I know. But I have a few clients. I tried to share a doc like this with like a third party credentialing vendor, these two gals that we have just to like try to help me until we hire someone full time. And so I was like here’s and like everything I shared, they were like, it’s not letting me like access because it’s locked down by Arista. So I didn’t know.
James Donachie (01:24) Oh, okay. Who?
Cindy Craddock (01:26) Knows I’ll see if I can figure that out… some questions I had, which I use the support ticket. I just hate to have to do that. If it’s something easy, I can do. So, one thing is if… so I requested a license, several of them. And I didn’t pay attention to when I clicked submit until I did the second one that it said permanent instead of using like their like doing an imlc if they already have that. And so I was like, no, no, we want to use the imlc and make it quick since they have one. So what I had to do was, oh, shoot, I don’t even know who, which… one. This was this… permanent?
Cindy Craddock (02:18) I don’t know how to even see where I did this, but what basically I was like, I need to change that. So I was like, let’s say I wanted to change this. Well, this does say permanent. I want this to be imlc. Is that still say permanent or let me, they all say permanent. And most of them, I remember to click imlc. But anyway, I forget which one of these I just did today. I wanted to go in and change it and I don’t see a way to change it. So, I had to send a support ticket down here, which I don’t see on that one. So maybe it’s I… don’t know.
James Donachie (02:55) I wonder where’s our little… where’s the little chat icon?
Cindy Craddock (03:03) I know. So like support center maybe, oh, right here messages tickets? Okay. Right here. So, oh, no, that’s not it. Shoot. How do I go back?
Cindy Craddock (03:26) I think it is this one and you just can’t see what? Oh.
James Donachie (03:29) If you hit the tickets, oh, whoops. Whoa, I almost ended the meeting. I forgot. My screen is touchscreen. I went to go point if you go back the little arrow, and then down at the bottom where it says tickets.
Cindy Craddock (03:40) Oh, okay.
James Donachie (03:41) Yes.
Cindy Craddock (03:43) Resolved that one. So, yeah, it’s this one. It doesn’t tell you what the ticket looks like though it just takes you back to this.
James Donachie (03:52) Oh, continue conversation.
Cindy Craddock (03:54) Oh, okay. Okay. Ah.
Cindy Craddock (04:02) Okay. There you go. So, yeah, I sent… that. So, I guess that’s how you look that up, but is there a way for me to do that myself? If I submit this and I’m like shoot, I needed to adjust my request. I can’t I have to just do a support ticket every time.
James Donachie (04:17) I think so. Let me, let… me double check.
Cindy Craddock (04:23) I’m not clear. Sometimes I also get a pop up and I think the logic is if the system shows they have an active loq, it doesn’t pop up for me. It just asks if I want an imlc, if they don’t have an active loq, you get the pop up that says this will be blocked until they do have an active loq. So my question is, does, is that how the logic works? And then secondly, if they, have had they have imlc, but their loq is an active loq when I request a license that would require that, is that an automatic? Like let’s get them an active loq. And then we can add these licenses on or do I have to like specifically say that’s? What needs to happen?
James Donachie (05:07) That should be the workflow. Let me get, let me get confirmation, like I think what will end up happening if we go to our over, if you go to the overview tab, I… just want to see and then provider tasks, do you guys have anything that’s passed out to the providers? I already did this. Yeah, imlc login, right? So this.
Cindy Craddock (05:32) Is the one that I have requested this months ago and they’re… just now starting to give her tasks and she had questions about a lot of this.
James Donachie (05:43) Yeah, that.
Cindy Craddock (05:44) She’s like my gosh I’ve done this stuff a 1,000,000 times but she was kind of trying to work away at this.
James Donachie (05:50) Okay. I don’t I’m gonna, I’ll also, I’ll bring this up to you like our operations team. I don’t yeah.
Cindy Craddock (06:00) So my question is if I submit a license or pay or whatever request and I need to adjust like in this scenario, it was simply permanent versus imlc and I, it auto fills for you. And so if you don’t pay attention to it, you have to change that. So my question is, do I have to send a support ticket? And then my other question is if their loq isn’t active and I want an imlc new license. Is it a given that they will then assist in activating that? Yeah, or if that’s something different? Or if they’ll just say they don’t have one. Sorry, I’m going to not work on this. And then I’m over here thinking that it’s getting done. And then they’re waiting on me that’s where I want some clarity.
James Donachie (06:38) Yeah. Let me, let me see if you have edit. I feel like there is a window and it sounds like, you should have hit it, but maybe I’m thinking about, a different product. Anything. They… should also be tasking like if there is anything like that on your let’s just go to your admin.
Cindy Craddock (07:04) Yeah, I feel like I, it’s not very, I would like if I got like an email notification if there’s a task waiting on me. So today, I randomly was in there like, okay, my company’s again like where are we at with this credentialing for the payers? And I’m like I haven’t heard anything. So I went in and, clicked. Then I was like there’s new tasks here from a few days ago that I didn’t notice, which I guess I should just log in every day and check. But is there a way to make myself get like an email notification on these?
James Donachie (07:32) For, for the, that’s a good question. If we go to, if we go to the account… I just want to see if there’s anything about email preferences. It.
Cindy Craddock (07:44) Just says it’s like has two dashes. So I don’t get to pick, okay?
James Donachie (07:48) They.
Cindy Craddock (07:49) really got me locked down here. Like this girl’s nuts, we are not giving her access to crap.
James Donachie (07:54) Let me, okay. Let me see if I can get, I always sell… like,
Cindy Craddock (08:02) there’s this, but there’s just so much crap in here that doesn’t really alert. Like I’m not paying attention to that. So.
James Donachie (08:08) Yeah, I always, so I go to, so when I look at like tasks with, I do exactly this like I go to admin, I look at it here, the other place that you can look at it. If you click that analytics tab.
James Donachie (08:29) I don’t know it’s going to take forever but there’s, the tasks summary.
Cindy Craddock (08:34) Okay. But I have to log into the app and look for a task. It’s not going to just like email me when I have one. Well.
James Donachie (08:41) I can see if there there is a, there is an email… I,
Cindy Craddock (08:47) just like.
James Donachie (08:48) for you, it probably makes sense. It makes sense to get the email. The other, it’s double edged sword because hopefully, once you, if you get a full time and they’re doing this, then you’re going to be like, yeah.
Cindy Craddock (09:02) Get these.
James Donachie (09:03) Yeah, get these emails out. So, let me see if we can, if we can get it turned on. This is the other view that I like to use because it just kind of lets us look at the different like tasks… that are kind of outstanding. And it has that like instead of just the task title, it has the description as well which I, it doesn’t show up on the… that… description doesn’t show up as a preview which I find as a product enhancement request, cause like they’re getting better at adding the titles to be more descriptive. But yeah.
Cindy Craddock (09:46) Yeah… I did a bunch of insurance ones. So, okay, well, that’s that question. And my other question is it’s super frustrating. So again, I’m trying to figure out, I want to be able to go here and like filter by state license, but it’s not accurate. So you’re saying I have to tell you guys, I think they have a license in the state and then you’ll verify it automatically once I, but I have to be the one to tell you the problem is this is super frustrating.
Cindy Craddock (10:14) Like this one particular provider is like, this is crap like I have my everything’s linked and like why isn’t it showing up? And so this… Guy right here, for instance, I know for, so I’m going. So he sent me like a PDF of every state license he has like basically like here’s this license when I got it when it expires and the license. So I was like, let me just go in here, make sure all his crap’s right? So that this verification tab when we go to licenses, it see it’s automatically running the ones it thinks it has. So I know he has Tennessee, there’s a lot more he has that aren’t on here. So I’m like, okay, let me just go and add these. So regardless of how I try to do… it wants me to actually upload a picture of his state license. Now, come on that’s what I want you guys to give me. I’m going to tell you, hey, he’s got a Tennessee license here’s. The date, the number he says, and when it expires now, legit that’s what we’re paying your platform for is you go find the license and make sure it’s legit. Like why am I telling you instead of you telling me?
James Donachie (11:20) What if you hit the info button like the little circle, no?
Cindy Craddock (11:26) It’s legit. I tried this 37 different ways just to try to get it to go through.
James Donachie (11:31) Even if you put the license number nope.
Cindy Craddock (11:33) This is required, it will not let me update it without this and I can show you, I can pull up his licenses, and then, well,
James Donachie (11:43) the other place I just want to look real quick is, if we exit out of this and go back to profile.
Cindy Craddock (11:50) Yep. I tried both and.
James Donachie (11:52) Then existing licenses.
Cindy Craddock (11:53) Yep, takes you the same exact thing.
James Donachie (11:57) Okay. Yeah, we end up in the same spot.
Cindy Craddock (12:00) So, I’m not going to upload a photo of every single and I’m pretty sure Connor was like, no, you just need to put the license number and dates, and then our system will automatically start verifying. So I’m going to have to go through every single provider, make sure if I recognize that information somehow didn’t get put in here. But like all of this missing info, like what I… mean, you guys can’t find this information. You know what I’m saying? Like, we have the number of the state, the issue, the expiration, why are we asking the provider to go hunt this down like that’s? What I want you guys to do? Okay?
James Donachie (12:39) Yeah. Let me, let me see how… this is a new one for me. I haven’t had someone get this roadblock before. So, let me do, let me do some sleuthing on our end because I.
Cindy Craddock (12:58) just need accuracy and this is what’s what I’ve struggled with every platform is like everyone has their little glitches of what’s not accurate. I just need, I want to log in here and easily be like who has a Tennessee license. Bam. And right now, it’s like not. And so… I, basically, it would be nice if every, if we would run whatever we run for credentialing on every single person that’s already in here based on the information that’s in there without asking them for more information, like run the verifications, which I guess we are in some instance, like we are verifying a lot of these. But now you’re asking me to upload a photo of one. Like, why would I, yeah.
James Donachie (13:39) Let me, and,
Cindy Craddock (13:41) then it says clean on here. So like, okay, Dea, Michigan is clean. But when you go here?
James Donachie (13:52) It’s just asking for the document?
Cindy Craddock (13:54) Yeah. When you go here, it’s like.
James Donachie (13:57) It’s like, so they,
Cindy Craddock (13:58) yeah, it’s like the,
James Donachie (13:59) information. Got it. But like there’s just not the physical.
Cindy Craddock (14:02) Copy. Yeah. So this says it’s missing information and it’s like, and he logs in and he’s like annoyed, he’s like, what do you want from me? But then when you go to verifications, you guys are like, yep, it’s clean. We verified it. So then why do you want that document? I guess is my question?
James Donachie (14:15) Yeah. So it’s like what’s required for ideal? Yeah.
Cindy Craddock (14:23) So, if we can block that, wanting a photo of every license, I can then manually, which is still a pain in the butt. It’s annoying that it can’t be done but I can at least put in the state the license number issued and expiration date, and then I want you guys to take it from there and verify all that and keep verifying it and running checks on it. So that’s another thing. Another thing I had for credentialing and I’m just curious. So again, I have, these were supposed to be moved like I’ve already approved these people internally. I don’t know what the problem… in this, I don’t know it’s just like there’s an answer, they don’t like or whatever. But, so… they were gonna just, I told them the dates that we did this. And so they were gonna like archive it so that they’ll show up when they’re ready to get rescheduled, but they need moved out of the ready because no one’s gonna come in and sign off on these because the date would be mismatched. You see what I’m saying? Like he was approved like March eighteenth, but none of this was ready yet. So I had to do it on my own. So basically, we need to document in here the dates that I gave Connor on when they were actually credentialed, so that these will and then move them. So they just show in like the, when they’re due again. Does that make sense? Yeah.
James Donachie (15:41) So, these need to be okay. So, Connor has the, do you wanna, do you wanna just send? I’m gonna guess and, I’m gonna save you the back and forth that’s gonna come. Do you wanna just send me an email, with the dates? Yeah. And then I will, and then that way we can, I don’t know, I know it’s I know it can be done. I don’t know why it hasn’t been done. Yeah.
Cindy Craddock (16:12) I just want this to be very like again accurate. So they’re already all credentialed. I just need them moved out of the, ready. Yeah, and I need them to show here, you know, when they’re ready again. And then as far as requests because that’s another thing is I can, I need these requests cleaned up. So, like…, this Guy… these are all already done. They’re already credentialed again. So they’re not even you still haven’t moved them to the ready tab. I don’t know why… like application. I’m just curious verification doesn’t exist on this Guy’s application. So I don’t know what that means. I don’t know why this has not moved to ready. I mean, everything’s been signed.
James Donachie (17:05) Yep. Yeah.
Cindy Craddock (17:07) So, again, just like this all needs cleaned up. I just need someone to go in here and be like, okay, why are there so many requests? This was requested back in February. It’s April. I’ve already credentialed them what’s the holdup from them getting moved?
James Donachie (17:25) Okay. So any of those ones that are for February?
Cindy Craddock (17:28) Let me just send you a list under request and then ready and tell you the status on each of those. So these are, I only want the ones that are actually truly requested, which are these, what?
James Donachie (17:42) You can do is you can hit that, you see that little download button, top left, top right… right there. And then you can download.
Cindy Craddock (17:57) I don’t really need to download. I just need, I just need you guys to, well.
James Donachie (18:00) What I was just going to say if you didn’t want to like have to copy and paste each one of the names, you could just download. Yeah. And then you can just, you can just, I’ll.
Cindy Craddock (18:08) just summarize because I’m going to tell you like this Guy told them to remove him to deactivate him or to cancel the recall. I don’t even know what I told him but he’s still here. I guess I just need to like, how… can I just remove this provider completely from everything? I thought I did that.
Cindy Craddock (18:29) But he’s still showing there. Oh, this Guy right here, like how do I just deactivate… member? I’m going to do that?
Cindy Craddock (18:40) I thought I already did that. But anyway, yeah… I just need this all cleaned up because really for requests, I should only have the new ones so that I can easily see. Basically these guys are the ones that I’ve requested. And then along… the lines of that, let me see.
James Donachie (19:03) Like maybe.
Cindy Craddock (19:04) This is just, you guys haven’t got to it yet. But she’s like I’m totally done. Everyone’s like, well, what’s the holdup? And I’m like, well, there’s still stuff waiting. So, one of them’s application. And again, she’s filled it out. So I don’t know what. And then for some reason like her, ofac it just still says in progress. Why isn’t like several of them are instantly checked. And I wonder why hers isn’t yet.
James Donachie (19:34) Okay. And,
Cindy Craddock (19:36) then application. And then this too CMS, like why do these all just say in progress? I feel like since it’s automated.
Cindy Craddock (19:47) Maybe I’m just trying to push this along too quick and somebody has to log in here and say, yes, it’s done. But I thought this was more automatic. So.
James Donachie (19:55) So, it’s automated. I can try to figure out what, what’s going on. I know the like it’s automated first. If there’s any like anything that like breaks the automation, which is like a bunch of different like factors, then it’s we have an agent go in just to make sure that… it is, I don’t understand what. I can see, where the hangup is and like, if someone someone’s working on it.
Cindy Craddock (20:31) Okay.
Cindy Craddock (20:36) I was just going through the ones that like appear to me to be ready to like they should be moved to a committee and then trying to figure out why… you know, why they haven’t been yet. So, and that I just noticed some of them like… she was, for instance, she was done on April seventh.
James Donachie (21:02) Yeah, app was completed on the yesterday.
Cindy Craddock (21:08) So, maybe it’s just like not, they haven’t verified it.
James Donachie (21:10) Yet. Yeah. Okay.
Cindy Craddock (21:15) This, cause this Guy his is all ready to go.
James Donachie (21:19) His is ready. Yeah.
Cindy Craddock (21:21) But it’s but it hasn’t been moved to ready. So that’s like another question like it just takes a while or.
James Donachie (21:27) Yeah, I don’t like the way it works is like they, it goes into a queue. So I’m going to like one of the things we do have, is there’s like a QA process where we have like on our team? Like everyone like they basically just like triple check everything. So I wonder if like that’s where that just.
Cindy Craddock (21:45) Caught in that. Yeah, and that could be, I just, you know, I just could just be like we haven’t got to it yet. Okay? And so when I’m like I’m thinking like the system once there’s a green check mark, it automatically moves to ready, but you have people that have to make that happen.
James Donachie (22:00) Yeah, for the, yeah, for Q, like for the QA and that’s just for like oversight for, yeah.
Cindy Craddock (22:06) That makes sense. Okay. What else do I have on here? I think that’s… yeah.
Cindy Craddock (22:20) So, I’m also nervous about the wording of block because my experience before with this was like Connor had to manually go in and unblock things. So like stopped medicare, Colorado. This one doesn’t this is blocked… not previously in network. I don’t really know what this all means, payor processing.
James Donachie (22:53) So it looks like it’s blocked because of, the new group enrollment at the top which is, it looks like there’s a needs client attention.
Cindy Craddock (23:06) Like, I think basically until our group gets approved, they can’t add him to it. Maybe. Okay?
James Donachie (23:13) Yep. Yeah, that’s exactly. So.
Cindy Craddock (23:15) There’s another one, which one says blocked… Texas that’s morgenstein, humana… Georgia… on hold blocked. Oh, sorry, that’s humana… there was a California one. I think that I was trying to figure out. Okay, here we go medicare, California… blocked.
James Donachie (23:48) And if we go to the dependents, so request surrogacy and create a task to approve… group surrogacy funding, please see, note 227 surrogacy approved assigning to submit. Okay?
Cindy Craddock (24:10) And this is for our group enrollment, but it looks like on here, I… don’t know what they, I’m trying to figure out. Do you see what I’m like it’s so hard to know like what do you, what do you need? So.
James Donachie (24:24) I think this one is pending that group enrollment to be complete. Yeah.
Cindy Craddock (24:29) But this is the group, this is the group enrollment. This is the reason the group enrollment. So it looks like the reason the group enrollment’s blocked is because of the provider. I can understand the provider being blocked until the group’s enrolled. But this is like the flip of that… which comes first the chicken or the egg.
James Donachie (24:49) Yeah, it should always be the group comes first.
Cindy Craddock (24:53) Okay. So this is the group, this is group enrollment for medicare California and it says it’s blocked and it’s blocked because of the provider, even though we are supposedly supposed to have the group first. So, it looks like a month ago, they were assigning to submit that’s the last note. But then it says here… it’s blocked and it just has a provider name, but this is for the group. Okay?
James Donachie (25:24) I don’t know. Let me see what’s going on… you?
Cindy Craddock (25:30) Didn’t know it was going to be this much. You probably did know it was going to be this much work, but I’m not trying to be, but I’m like you guys every time we have these calls, you… guys don’t know either. So I feel like it’s not just me.
James Donachie (25:42) Oh, I know. My, yeah, and that the flexibility of it all too is like, yeah.
Cindy Craddock (25:50) So, I mean, I feel like a month of no notes and no, like where are we at? Is a long time. I mean we’re two months in and we’re already enrolled in Florida medicare. So I feel like adding on California should not be this difficult but maybe it is. And.
James Donachie (26:08) Let’s just let’s exit out of this. And then I also just want to like flag this. So if we go to the three dots for… that one which I think is… it was request on hold, it’s this one. Yeah. So let’s hit the need… help, contact us. And I also just want to just put in here like I think.
Cindy Craddock (26:37) I’ve already asked for an update. And then I get the bot message that says we.
James Donachie (26:43) Yeah. Let’s just put like, can we let’s just say, can we have an agent request an update or other? Yeah.
Cindy Craddock (26:55) These updates, it’s a bot response and it basically says we’re… going to find out what’s going on and that’s the answer. It doesn’t really ever give me a.
James Donachie (27:06) Yeah. Let me figure out also how you do the there, there’s a way that we can cut out the bot which cause I want. Okay. So then can we just say, can we have any, can we have a live agent review?
James Donachie (27:40) And then I’ll also just have the ticket, but like this just gives me like firing power to basically go to the team and I go, no look at this. Like Cindy’s asking for this, like what, what’s going on? Well?
Cindy Craddock (27:55) I just, if I had an understanding, but I feel like, when they block something, they’re like okay ball’s in your court. Now, we’re not going to touch this until you do what we asked. But what did you, what do you need for?
James Donachie (28:05) Me to unblock it all.
Cindy Craddock (28:07) You have on here is a provider’s name. And in the other scenario, the provider’s blocked because the group has to be enrolled first. So this is the group and you’re telling me now the group’s blocked because the payer’s not or the provider’s not enrolled like which has to come first?
James Donachie (28:25) Let me, I have to, I have to drop to another meeting. Let me, let me look at, let me look into these. I’ll send you an email update. I’m also just going to dig into like the notes and the clarity, I’ll look for your note on those ready committee. And then I’ll get the ball rolling on those two.
Cindy Craddock (28:40) Thank you. Talk to you later all.
James Donachie (28:42) Right. Bye all.
Cindy Craddock (28:43) Right. Bye bye.