Transcript
Niccole Russell (00:00) hello? Hello, ladies. How are y’all, doing?
ShantanaKendall (00:04) Good. What about you?
Niccole Russell (00:05) Doing all right?
Niccole Russell (00:11) And Cynthia is going to join, right? Is she back in town? She?
ShantanaKendall (00:16) Is it looks like she’s on another meeting but she’ll probably pop in. Okay. Let me see.
ShantanaKendall (00:49) I just sent her a message so we will see. Well, we.
Niccole Russell (00:52) Can go ahead and get started on some things that I wanted to discuss and you can always share it with her. I did look, tasks have been aligned appropriately. There were a couple that had group stuff that were requesting it from providers. So I sent back a notification stating that, you know, it needed to be assigned to the admin and not the provider. So, those, there were two of them. So those should be, set up accordingly, and then our team is also working on an internal cleanup… payer, cleanup for those three payers, uhc, cigna, and emblem. So I put together a report kind of identified what was duplicates, what was not, working with an internal team to go ahead and do a one time cleanup for that.
ShantanaKendall (01:47) Okay.
Niccole Russell (01:49) There are a couple, I think there was, there were either two or three lines. One was cigna. The other one was, uhc, not sure what the third, it was one of those two. We are leaving those specific ones just because by the payer notes, it outreach was actually done and enrollment was actually completed with cigna and uhc, okay. So for whatever purpose, I don’t want to delete those because it did not reroute to optum, like the majority of those did.
ShantanaKendall (02:24) Yeah, I think there were a couple that were like, that you mentioned that had the notes and the outreach and everything. Yeah. And then it would still have the correct line, If that makes sense. Yeah.
Niccole Russell (02:39) So the cleanup will be done if it was actually rerouted to uhc or ever north, anything like that. Those lines will be removed. So I’m working with our internal team for that, I did want to bring to attention. There are some requests. There are some lines that you had not, the team had requested. There are seven in a requested status. So I looked through… about the first four probably. The profile… on the provider has not been completed enough for that to fall into intake. So I did let Cynthia know. I’m not sure if maybe she was pending on that or what, but so just to clarify for it to fall into intake status, the provider has to have signed their agreements, And the profile has to be at least 85 percent. Okay. So if you go to the payr enrollment tab and then enrollment requests, you can see there are seven out there in a requested status,
ShantanaKendall (03:53) Let me check, but no, I personally haven’t done any requests for enrollments? Okay? Yeah.
Niccole Russell (04:00) I’ll share my screen with you as well, so we can kind of review that together. Okay? But if you go to here we go, if you go to payr’s and then enrollment request, I just clicked on the seven and I went through about the first four names, And you can see here’s where I was looking, but I clicked on the provider’s name and I went to the overview tab and it shows me what’s not completed and this is at 47 percent.
Niccole Russell (04:25) Okay. So if another request is put in, it doesn’t trigger our team until the agreement has been signed, which is this one the provider has to complete? That the rest of the stuff your internal team can complete. If that’s you all’s process, But it has to, the agreement has to be signed and at least 85 percent completion. Now, if anything further is needed after that 85 percent, it will at least fall into intake and then intake can task out for that information.
ShantanaKendall (04:56) Yeah. Okay. That makes sense. Okay?
Niccole Russell (04:57) But I did notice like we’ve got some from February. I know I brought it up to her prior, but I know there’s been a lot going on with the charges and things like that.
Niccole Russell (05:07) So I did just want to call this out. These have not been moved forward to intake. And then once it goes to intake, what happens is it distributes out to the appropriate department. So for you, it would be PE for another client. It may be licensing and PE. So it just intake gets it first and then disperses it to the appropriate department?
ShantanaKendall (05:31) Okay. So I will, if she doesn’t hop in, I will check again about those to see how we want to move forward with those. Okay?
Niccole Russell (05:45) And then right here, we have 84 that need client attention. So enrollment will not proceed here until these 84 items have been taken care of. So there could be a task out there. It could be related to the provider’s… profile. Maybe something needs to be entered there. We just kind of have to dig into it a little bit, but there are 84 out there that are not processing as of yet. And.
ShantanaKendall (06:11) For those, what I have been doing is trying to go like by each provider and kind of reach out to them and see, you know, if they’ve been done and we haven’t closed the task or if we need to, do, you know, some work together to get them closed, okay?
Niccole Russell (06:30) Yeah. And then just so you can see here as well. If you click on this one.
Niccole Russell (06:40) You can see, let’s see, hang on. Where is it?
Niccole Russell (06:50) There we go. So outstanding tasks, you can see one is for the admin, and then you wouldn’t worry about hours. It just lists it here. Yeah, but you can see there’s an admin task on this one. And then… if we go over here, where is it at Bama providers? So needs client attention… the enrollment is blocked, required information. Please see the associated tasks. For details. Let’s see. I don’t think there’s a task out here. Oh, there, it is okay. So group login required for mental health specialty and it’s assigned to the org, the admin… review these and see exactly where you need to go with it as well.
ShantanaKendall (07:45) Yes, ma.
Niccole Russell (07:46) ‘am all right. Perfect. I will stop sharing. Do you have anything to bring to me? No?
ShantanaKendall (07:56) I just, I do want to say, thank you just because in the short time that I’ve been here with the reassigning of the tasks, I feel like it’s been a lot smoother just in the last couple of days other than that, like just working through those that you just showed, I’ll do that. I don’t know if Cynthia had anything. I know there’s been some back and forth about the usage and all of that. So I don’t know if there was something in particular that she wanted to bring up. So I’m going to leave that in her hands.
Niccole Russell (08:30) The usage is out of my hands that’s out of my hands.
ShantanaKendall (08:33) Yeah.
Niccole Russell (08:33) The account manager. So if she does have questions about that, then I would have her reach out to Mira, the account manager. Okay. Yeah. And I do want to say too, I can’t remember if you all were on the email or not. But I did go through our last meeting. Cynthia had talked about duplicated tasks like for the provider and for her. So medicare obviously is one that we will have both for we need an aoc for tasks to the admin, and then we’ll need the provider’s signature.
ShantanaKendall (09:09) Okay.
Niccole Russell (09:10) Didn’t find any beforehand. So during the call, she talked about in the completed tasks. So I went through each completed task like provider line by line, there were only a couple that were really considered true duplicates due to when the task had been created and closed. So if it was created in January, closed in January, but then another one was created in March to me that’s not really a duplicate. Okay. Yeah. But I did see a couple there overall. I didn’t really see too many duplicates, too many true duplicates. I also looked on that list if I did CC you on it. I also, what I was looking at is not just the task itself but I’m looking at the payers. I’m looking at the states so it could seem like a duplicate. But then it has like, you know, New Jersey and New York, which is not really a true duplicate.
ShantanaKendall (10:13) And for me, I know when I was looking at them, I didn’t really focus on the duplicates as much but I know like one of the things was the misaligned assignments. So seeing that being cleaned up was really helpful. The only ones that I saw that were duplicates as you mentioned were like, I don’t even think… it was kind of hard to tell because it would be like you mentioned for the medicare, it might be for the ao, and then one for the provider, some of them like the, the tax title was different like it like maybe they used the wrong template, but it was easy to kind of like differentiate once you opened it up. But, I mean, I feel like since we’ve talked about it, everything has gotten a lot better just at least for me within the last couple of days. Yeah.
Niccole Russell (11:07) And I think as, like you said, to refer back to like the templates, I think what they were doing is what looked like to me because it was a double but it was assigned to the org and to the, provider medicare specific to the ao and provider. I think they were using the same template for the provider. Yeah, instead of specifying, hey, this is for the ao. I have sent that back to the enrollment team, kind of as an update like if it’s needed for the ao, that needs to be specified, not that it’s for the provider because, of course, when an admin sees that they’re not thinking ao, they’re thinking, hey here’s a provider signature, which rightfully, so. Yeah.
ShantanaKendall (11:55) So that, I’m looking at the, the other emails, the emails that you sent… and then I think you did what’s… that since the last, I think that was since the last meeting because I know with some of the tasks too, we were putting in the notes but not completing it. And that would cause them to kind of sit for a little while.
Niccole Russell (12:23) Okay. I’m glad you actually brought that up. So, I sent out a blast email to all of my clients because I found out that they were sitting there and not being ready. Since then our internal team was made aware because I made them aware of, you know, tasks sitting out there. So it escalated a little bit higher. And as of now, I have been told that even if you make a comment on it without closing it, that it should fall into the pes bucket for follow up. Okay? So.
ShantanaKendall (12:58) Closing.
Niccole Russell (12:59) It should no longer be needed unless you’re actually complete with it. Okay. Yeah, if you’re seeing issues there of not getting a response, let me know, but they have kind of worked it on the back end to where it falls as a priority on our side once a comment is added.
ShantanaKendall (13:17) Okay. I think I have seen that because sometimes what I’ll do is if I know I need to, like do more research or come back to it, I’ll write a comment for myself since I found that out. And then like the last couple of days, I have gotten like, just let me know when this is taken care of or, you know, something like that. So, I have noticed that.
Niccole Russell (13:39) Yeah. And if you do that, I think that’s fine. I would just maybe put note to myself. And that way the team knows and they still may say, hey, let me know. Just do that because here’s the thing when you comment on a task, we have it set for an SLA, and they should be meeting that requirement. And I think it’s like two days to respond if I’m not mistaken.
Niccole Russell (14:06) So they may still come back and say, because it still populates on our side. Hey, you know, the client responded and we’re waiting for you to respond. Okay? So you may still see that, but at least you’ll know, hey, this is just a note for me.
ShantanaKendall (14:20) Yeah. Okay. Yeah… I don’t think… I have anything else I’m just looking through to make sure.
Niccole Russell (14:36) Okay. Andrea, do you have anything you’re set?
ShantanaKendall (14:47) And it looks like Cynthia… is presenting in another meeting, so she may not join us. I know we have 30 minutes set aside.
Niccole Russell (14:59) Yeah. So.
ShantanaKendall (15:00) I’ll just, I will follow up with her about those that are incomplete for intake and see what we need to do. And I guess if she needs to follow up on anything else, we can just reach out via email or follow up in the next two weeks… yeah.
Niccole Russell (15:20) And if she needs to throw something on the books, I can fit her in somewhere. Okay? Totally up to her. If she feels like it can wait two weeks, that’s fine. If she needs to. If she needs time with me, I can set up time.
ShantanaKendall (15:35) Okay. I can let her know.
Niccole Russell (15:37) Okay. Sounds good. Well, thanks, ladies. Have a good rest of your week.
ShantanaKendall (15:42) Thanks, you too. Thanks.
Niccole Russell (15:43) Bye.
Niccole Russell (22:55) I’m so sorry. Okay.
Cynthia Fox (22:57) Oh, God, I was on you.
Niccole Russell (22:59) Know it’s back with Shantana. Oh, good. Good. Yeah. Okay. And I can update that on here for you. Let me see.
Niccole Russell (23:16) Okay. So for the… payr cleanup, I was able to get approval there. So I ran a report, found all of the duplicates. Like I went provider line by line looking at each one. So I was able to do a pivot table for some reason on a shared drive. They can’t see it. So I’m trying to figure out how because I can see the names… PE, I finally got him to be able to see my pivot table. Okay? Apparently, when it’s in a shared drive, it’s like it removes all of the data and you can just see like the notes. So it’s really weird. But so, uhc, cigna and emblem, which I don’t think there were any emblem, maybe one.
Cynthia Fox (24:04) I think I went through and like, yeah, I canceled a bunch of requests but there might have been a couple who are already enrolled, right?
Niccole Russell (24:11) Yeah. And here’s the thing too. If there was not a duplicate. I left it, right? Because it’s there the ones that were true duplicates based off of location.
Cynthia Fox (24:24) Do you think I should go? Can you like, do you think I should go through and create, you know, how like you can create your own enrollment that doesn’t really touch you guys? It’s not a request but it’s an enrollment to keep it all. One name. Should we go in and have them all as optum and create like our own enrollment? If.
Niccole Russell (24:42) you want to do that? That was one of my suggestions was cleaning it up for reporting purposes because I know that’s really big. I’m a report junkie. So I’m used to looking at reports. Yeah. And.
Cynthia Fox (24:55) So, like one of the reasons where that led to a lot of the confusion is I was like, okay, I don’t know which one to go. You didn’t really know either. And then I went into my account. I’m like, okay, well, I see that we’re enrolled with these like it says united.
Niccole Russell (25:08) Yes, it.
Cynthia Fox (25:09) Went payr, completed like it’s good.
Niccole Russell (25:12) So, I.
Cynthia Fox (25:13) think if we’re settling on optum being the one that we’re submitting it to anything that just has the one line item as united, I can create the new one. And then when you go to merge them all, which you haven’t done yet, right? Like that hasn’t taken place, we.
Niccole Russell (25:27) Have not done yet. Love that.
Cynthia Fox (25:28) And then we can rerun the pivot table if it’s not too much trouble. Well, they’re doing it today.
Niccole Russell (25:35) They’re doing it today. Yeah. So I would say hold off on that for now. If you want to add that, I don’t see that that’s going to hinder anything. It’s really on your side. And then when it comes to like revalidation or something like that, you could use the request line that you have as opposed to the incorrect name. Okay? There were a couple. I want to say there were two, I know of maybe three uhc, cigna, and then the third was one of those two. Those were actually worked through those payers instead of reverting to evernorth, or optum, they were actually worked through that payer. So I’m not deleting those because I’m like it’s there. I don’t know what needs to be done, how it needs to be done. But it plainly stated in the notes that they had reached out to uhc, they submitted through uhc, they followed up with uhc. So I left those. But there were only like two or three, I want to say three, two, I know of for sure. So that’s going to be cleaned up. And then for… now, let’s see what else. Was it… the internal or, the task? I think they’ve all been aligned appropriately. I did go in today and I saw a couple that had group requests assigned to the providers. There were two of them. So I made a note. Hey these need to be assigned to the admin, it’s requesting group information. No reason for the provider to have that. So those should be reassigned. But other than that looks like all the, all of the tasks are good to go now. Okay. I did bring up to the team for you had a few requests in here. And let me look up this. I was actually jumping into something else.
Cynthia Fox (27:32) Let me share my.
Niccole Russell (27:33) Screen. And I just wanted to bring this to your attention here.
Cynthia Fox (27:38) So something’s populating.
Niccole Russell (27:41) Okay. So if you go under payers, there are seven in a requested status. So I went about, I went through the first four providers and a lot of those are.
Cynthia Fox (27:51) Have to do.
Niccole Russell (27:53) With, their profile. So just wanted to send out a reminder as far as these go and you can look here.
Cynthia Fox (28:04) I, as far as.
Niccole Russell (28:05) Requested status. I just wanted to put a reminder out there that it does not fall into intake until the agreement has been signed, which is down here by the provider. And then the profile has to at least be at 85 percent.
Cynthia Fox (28:19) Once the.
Niccole Russell (28:20) agreement’s signed it’s at 85 percent. It then at least has enough information to fall into intake. And then if intake thinks anything additional is needed for that, pay your enrollment, then they will task out for that. So, most.
Cynthia Fox (28:36) Of these are canceled… go to payers again and then go to enrollment requests. Okay? And then slide over, slide the, yeah, enrollment requests and then click the seven requested that little button there. Okay? Now, scroll over all the way over. I can see here canceled via support ticket, canceled, like I can see all the cancellation via support tickets there.
Cynthia Fox (29:22) I’m going to go in and can’t there’s two that I don’t see my note, but… I’ll go through now.
Niccole Russell (29:30) The note will not cancel the request, no.
Cynthia Fox (29:32) But if you go in, click one of them. Yeah, anyone that says?
Niccole Russell (29:35) Provider or the note?
Cynthia Fox (29:37) No, the note like right there. Okay? And then there, see there’s a button here. Let me, can I share my screen? Yeah. Okay.
Niccole Russell (29:52) You look nice and tan by the way. Thanks.
Cynthia Fox (29:57) So, right here, request a cancellation via support ticket or canceled. If I click here and you click get support, I… can see that it canceled… on March 20 sixth.
Niccole Russell (30:19) Okay. So it hasn’t actually canceled. You requested a cancellation?
Cynthia Fox (30:25) I’m gonna press it again. Yeah, I see this. I do see this often.
Niccole Russell (30:35) I know you talked about and I didn’t even think about it until now you had some error messages pop up when you were.
Cynthia Fox (30:40) Trying, I did, but it’s so super weird. Okay. Thank you. So what I do when I’m canceling is… I, will, I like formally request it, right? Cancel via support ticket. This one, I’ll add a note, watch this and then you have to click get support… and then you have to click on. Okay. So all of the ones that are.
Niccole Russell (31:15) Hopefully you’ll get a response back there because, yeah, they’re still showing as a requested status.
Cynthia Fox (31:20) I know… very familiar. So anything that’s processing, yeah, is payor processing?
Niccole Russell (31:32) Payor or medallion? Yes?
Cynthia Fox (31:33) Yeah, you got it.
Niccole Russell (31:34) Yeah. And then there were at the top there, I did bring to their attention, 87 that need attention. So those will not go through until that has been taken care of. So some have tasks, some could be as tasked.
Cynthia Fox (31:51) Out.
Niccole Russell (31:51) For needing provider information on the profile just depends each one.
Cynthia Fox (31:56) Would have to be looked at there, just like.
Niccole Russell (32:01) Down any likes information from the provider to proceed with the application. I’ll go through?
Cynthia Fox (32:07) These because… I want to make sure they’re… all just kind of required. Our staff member has recently been submitting them independently of you guys and it’s been working quicker. So even… this one… medicare New Jersey… here’s, the wild part. Okay? I’m pretty sure. Hold on. Let me see who this is. I might be losing my mind. Oh, it’s Alex hicks. I thought it was someone else.
Cynthia Fox (32:50) We have our own like tracking that’s good just because like it’s.
Niccole Russell (32:57) a lot to look line by line. Yeah. And it.
Cynthia Fox (33:00) doesn’t show it in a way that my brain works like I can’t like because if I were to click even like into amerihealth to see the providers, it’s like it’ll show if you made a change or that it’ll like, it just is very hard. It’s not basic. I mean, I need it like in a really basic, okay, I can easily go through all of these. I want to make sure that I didn’t request for… this. So please close this request. This might have been before.
Cynthia Fox (33:41) We learned that notes don’t mean anything.
Niccole Russell (33:49) And I did update the team as well. I sent that blast email saying if you commented on a task to make sure that you complete it, so you can get a response back. So I put that in with the team. There were a couple of other people that said, oh, they didn’t know that. And so our internal team immediately started working and put that in as a priority. So as of now, which I told Shantana if she’s not saying this, but as of now, if she comments on it, the team, it should fall into their follow up bucket. So now she should only have to complete tasks that are truly completed.
Cynthia Fox (34:27) I love.
Niccole Russell (34:28) that. Thank you. So you’re welcome. Thank you. That was a big, oh, and.
Cynthia Fox (34:34) Listen, like we’ve all been there. It’s funny. So, Shantana used to work for medallion. And the one thing she keeps saying to me and I’m very appreciative of, it helps me find my feet. She’s like your end of the screen looks, very different than what we’re seeing like the, and she’s like, so I can see where there’s a disconnect because we don’t see, we didn’t see it like that like that’s not how it like showed for us. And I was like, okay, that like I get that like it happens to us with our patient portal versus our emr, like I get it and it’s different.
Niccole Russell (35:04) For me than it is for pay your enrollment. So they have a completely different view than I have.
Cynthia Fox (35:12) Yeah, I’m just going to run it out of there. Yeah. And I thought she.
Niccole Russell (35:15) worked here because the first time I went to enter her email address, it came up as medallion and I was like she used to work here. Yeah, yeah.
Cynthia Fox (35:23) Which like was it’s funny? Like I actually hired her because of the medallion relationship, where I was like, okay, I’m going to have someone who’s going to be able to like really focus cause it wasn’t properly managed before they were like submitted all over the place. So, it was like I came up with the strategy. I formally got the strategy approved by our board. I then, calculated how many credentialing, like kind of like enrollments we need. They told me no, I went back and forth back and forth. I got the amount, that we settled on. And because a lot of this like back and forth, it’s gone over and I’m like shit like, not only did I hire someone like, and calculate exactly what we need because of a lot of this miscommunication. Like, it’s been not, smooth. And so like, I just, I want to make sure we keep finding our feet,
Cynthia Fox (36:20) Like I’m like I asked to change the location. They obviously didn’t see it. So, let me go into Brian and see if there’s two line items because I might’ve submitted, I might’ve submitted. I don’t know if I did, but I might’ve submitted the second line item and didn’t cancel the first one. And so now we’re being charged twice. So I have to do kephart.
Cynthia Fox (36:47) And that was for amerihealth… let me just alphabetize these. See like, okay. So this one here?
Cynthia Fox (37:02) Going to cancel it.
Cynthia Fox (37:08) Point like this was submitted back in 20 24. I didn’t account for this one as like a new charge because I was like we already paid for those. They’re pending. Like I didn’t realize they weren’t rushed to us yet. And so all of those that are finally processing through are now hitting us. And I’m like, no, we paid for 4,000 enrollments a year ago. And because they didn’t cross that finish line, right? They didn’t cross over to like the credit. It then hit me this year and I’m like, well, fuck like you. Yeah. And I understand, I like, I understand that now, but like, I think that was also what was happening. Is that because we had someone working, the charts that things that we didn’t account for as requiring. So yeah, we’re just doing them ourselves. I… want to keep medallion as our like platform not only for the ones we’ve already enrolled but like just a centralized place to store information to keep track of things like I love that. But, but like we are… going to see how once all of these have processed through how long it has taken and compare it to how long it is to do ourselves and then figure out exactly what we want to do. Okay, future state?
Cynthia Fox (38:34) I’ll keep playing with these. The ones that I think are appropriate to keep going. I’ll let them keep going. If not… this. Like what is this? Okay? So she’s working this one that one’s fine. Cool. All right. Even… this like provider is in network, however they’re not linked to the group… able to complete this linkage.
Cynthia Fox (39:05) All this, we’re still able to link the group to medicaid. They do the provider’s profiles. Therefore, the client has been created for the group login credentials for mental health specialty that we may press so that we, what it looks.
Niccole Russell (39:18) Like they were unable to do it via the form. So, or?
Cynthia Fox (39:23) Maybe the portal let’s see and they sent this look, they sent this to an admin, not the provider. So Brian never got this.
Niccole Russell (39:29) It’s because.
Cynthia Fox (39:30) It’s asking for a group. Why is the username Brian? 1,349? Maybe they meant provider along the end. I add a note and I say, is… this a provider login for group? I don’t have to close the note.
Cynthia Fox (40:01) If it was a group login, it’s just like forge 113, whatever, not Brian, why is my group login? Brian? Yeah.
Niccole Russell (40:16) Click on that document. What does it say there? Brian’s logins PDF.
Cynthia Fox (40:21) That’s a good question… Pennsylvania.
Cynthia Fox (40:34) He probably already has a promise account. Why would they create a promise account for him?
Niccole Russell (40:42) I know this one. Nicole.
Cynthia Fox (40:44) Yeah.
Niccole Russell (40:45) Yeah, I can do that.
Niccole Russell (40:52) Brian kephart.
Cynthia Fox (40:53) Kephart. Yeah, KEPH a RT.
Niccole Russell (40:58) He’s.
Cynthia Fox (40:58) actually a lovely man. One of my favorite people, but again, like this is sitting in admin.
Cynthia Fox (41:13) I love their attachments. Like I’m all about attachments. Send me screenshots. Yeah, good job, guys clutch you.
Niccole Russell (41:18) Can see what’s going on. Yeah, I love them.
Cynthia Fox (41:22) And this is interesting request. An id. Okay. That’s fine… because I updated the independence and that’s a separate line item. So this got charged. It moved over to here because I had to update the location. And now it’s processing. Yeah.
Cynthia Fox (42:04) Like I’m like, oh, man, this is from 2014.
Cynthia Fox (42:11) And then they say, if it passes medallion intake, we already were charged. So, I’m in this like weird headspace, where I’m like, am I charged? Because if I’m charged, it was back in 2014 and I’ll ask Brian to follow up on this. But if I haven’t been, if my credit hasn’t been used yet, I’m going to cancel that like I don’t need like.
Niccole Russell (42:26) I would confirm that with Mira because you.
Cynthia Fox (42:31) All.
Niccole Russell (42:31) turned and then reinstated, right?
Cynthia Fox (42:34) Yeah. No, I don’t know if we officially termed, we were like ramping down. Oh, it never went away. It like we were still using it. And before the end of the term date, like that year, we renewed, okay?
Niccole Russell (42:48) Okay.
Cynthia Fox (42:49) Yeah, I could be wrong.
Niccole Russell (42:50) With me, if it’s already here even in 24, this particular request to.
Cynthia Fox (42:58) Me, would.
Niccole Russell (42:59) Have already went like been charged and I.
Cynthia Fox (43:01) was thinking that too. Nicole, but then a bunch hit me. So like, this is one that I’m like, hey, like… she keeps telling me though, Nicole, like I feel like an idiot going to her because she keeps telling me you’re charged if you passed medallion intake and this one did, yep, it did, right? It did it completed.
Niccole Russell (43:22) On 910 of 24, which is when you should have been charged.
Cynthia Fox (43:26) Right, right. So, like I shouldn’t have to worry about this one, but I just kind of do… yeah.
Niccole Russell (43:36) As long as you didn’t term, so I, yeah, I would just confirm with her just to be sure.
Cynthia Fox (43:40) But, okay. Okay. Because I don’t.
Niccole Russell (43:43) want to tell you, no, you’re not, and then you.
Cynthia Fox (43:44) I know and then get in this hole. No, I hear you. I hear you like I girl, I hear you… like I just want to, I just want to do what’s right? I just want to know how to do it. I just want to stay on top of it. Like that’s my end goal like and that’s you know, me.
Niccole Russell (44:01) Too, I try to be as accurate as possible. You know, I am learning the medallion way, it’s totally different than anything I’ve ever done because I am used to doing things from start to finish. And, you know, here, we do put a lot of responsibility on the admins and the providers and I’m finding my footing there because I’m not used to that.
Cynthia Fox (44:23) Yeah. And I, yeah, and I think for me like if I hired someone to like every time medallion is just being like this is missing this, if they’re going in and getting it anyway and all the information is already there. Like they’re just typing it in like somewhere else like it’s very, it… is not hard to enroll someone. It’s hard to get organized. And so that’s.
Niccole Russell (44:49) yeah. And we’re not a,
Cynthia Fox (44:51) clearly a super organized company at the moment, but like shantan has been keeping.
Niccole Russell (44:56) Yeah, shit tight.
Cynthia Fox (44:57) Which I love even this. I’m like who are these people? Like like, we get these new, like I’m curious if she’s a new person. Oh, she’s kpc, she shouldn’t even be in here that’s okay.
Niccole Russell (45:07) Now, I would go any providers that should not be here if you go to the members tab, you can deactivate them.
Cynthia Fox (45:13) Okay. If you have.
Niccole Russell (45:14) A termination date, I would suggest putting a termination date in their provider profile. If you don’t you can deactivate them and that opens up headspace for your, yeah as well.
Cynthia Fox (45:27) Yeah, love that. Yeah, there’s some people that I’m like, I am not entirely sure who this person is now, I will say when.
Niccole Russell (45:36) You deactivate from here, you go to the three list these dots on the right. But when you deactivate from here, what happens is essentially, it puts it hidden, it hides their profile from medallion. Yeah.
Cynthia Fox (45:49) I know, and if you have open enrollments, they stay there. Yeah, they do.
Niccole Russell (45:54) So, if they ever come back and you reactivate them, you can pick right back up where you left off.
Cynthia Fox (46:03) Well, that’s why I.
Niccole Russell (46:04) Said, I wasn’t sure because if you did term, maybe that’s what happened. But if you’re saying you didn’t term with us, that’s why I want to just check with mirror. Yeah.
Cynthia Fox (46:13) I wasn’t overseeing this department at that given time, but what, like I do understand is we said like we’re terming at the end of the state before this state came. And I, got involved. I was like, fuck, no, we’re not terming, like we, what are you talking about? We don’t have a platform. We don’t have a system. We don’t have anything. What the fuck were you thinking? So like that? That’s when we went back and like, no, no, no, we got to stay with you. I’m so sorry, like, yeah, if we didn’t want to stay with you, we should have gotten our ducks in a row before having that conversation.
Cynthia Fox (46:46) So like I don’t know from a medallion perspective if getting that notice, they officially turned us off or if they were going to wait to the end of our contract date, which is what should happen because obviously, you have a contract date, but we turned it back on before the end of that. So like I don’t know what happened on the back end. I have no idea… but, yeah, all right. Cool. All right. Well, thank you. Thank you for your time. I am going to… working along and trying to make sure I’ll try to follow up with the weird over 21 tasks. You know, what? Maybe with that one with Brian was over 21 days. And that’s why it was an admin task. Do you remember when she said that? Yeah.
Niccole Russell (47:27) It does, it does task if it’s over 21.
Cynthia Fox (47:29) Days, maybe it was that maybe it, was that recent or no, that might have been an old one. Hold on now. I’m excited because I figured it out.
Cynthia Fox (47:42) Enrollment requests needs attention and it was medicaid. It was the medicaid one right here.
Niccole Russell (47:51) Oh, no, that.
Cynthia Fox (47:52) Was new? Damn? Okay. Sorry, I thought maybe the reason why it was an admin task was maybe they had sent them that email and it was over 21 days due. And then it got flipped to an admin task, but it doesn’t look like that because it looks like this was assigned 20 26. Okay. Darn I got excited for nothing. This one, I can’t… he’s obviously updated his profile since here since then, that there is no open task. So, I’m not quite sure what’s going on.
Cynthia Fox (48:36) I’m canceling. I can’t I don’t have it in me, Nicole, it’s canceling. I’m just going to have shantan do it.
Niccole Russell (48:43) Yeah, I know, go to the overview tab and just see what’s there.
Cynthia Fox (48:50) There it is. Yeah, there’s got to.
Niccole Russell (48:52) Open ones and requests can be tied to each other as well. So I.
Cynthia Fox (48:59) think we’ve reached out.
Cynthia Fox (49:06) She’s on it.
Cynthia Fox (49:12) And timed out like if it takes more than like two days or something. So she wants to know like, is this something that we have to like? Don’t know? Like, like, because she’s in it every day, so she should be able to prep the provider and like get a hold of them. But, right. Okay.
Cynthia Fox (49:35) All right. Well, thank you. Let’s see how we’re doing here.
Niccole Russell (49:41) I wonder if the other lines they need attention as well. I’m wondering if those are tied to the one medicaid login. Yeah.
Cynthia Fox (49:50) Maybe maybe.
Cynthia Fox (50:19) Think.
Cynthia Fox (50:30) Thank you.
Cynthia Fox (50:37) Lapc.
Cynthia Fox (50:45) Okay. Also needs to be cancelled then.
Cynthia Fox (50:51) We probably were already charged for it, but… she can’t get, she can’t get like, if she can’t get credentialed, then she can’t.
Niccole Russell (51:01) right. So.
Cynthia Fox (51:04) Let’s close it out. So it’s not like haunting me.
Cynthia Fox (51:34) Welcome back. One… of these days. We’re gonna be great, like we’re just everything’s gonna be good and you’re gonna be like, they’re my favorite in the entire, why can’t I, okay. They’re gonna, you’re gonna be like, they’re my favorite and their stuff is so clean. I can’t wait. We’ll get there.
Niccole Russell (51:52) It’s hard coming in especially like you said, you’re new, you’re coming in, cleaning up somebody else’s mess, requesting things that were probably not requested terming providers now as we can see that are no longer with your organization. So, and then just getting our stuff straight as well, you know, signing appropriately to admin versus.
Cynthia Fox (52:11) And then the teams are used to, you know, following up anyway, like they’re like not you like medallion.
Cynthia Fox (52:25) Historic issues, like they don’t understand the tasks. So, they’ve just kind of like washed their hands of it. And so getting them back on board and getting them confident in the service again. And like getting them engaged has been a very big priority of mine because like I need them, I cannot chase people like I need them to trust the system. So, it’s also why I’m a little bit harsh about like, hey, this has to be right because they already are not happy and I need this, yeah, like I need to get them on board. It’s the only way we’re going to be successful here. All right. Well, thank. you. Thank you.
Niccole Russell (52:55) You’re. Welcome have.
Cynthia Fox (52:57) A good rest of your week, you too. Bye.