Transcript
Molly Dwyer (00:00) hey, Jennifer. Thank you for hopping on this call. Yeah, of course. I think we and all the responses, I think we’re good. But in case I have anything else, I thought it would be helpful to have you here. Okay? I’m not ready to be here. Thank you.
Molly Dwyer (00:23) All right. We have some people in the waiting room. So I’m going to let them in.
Molly Dwyer (00:35) Bye Brandon.
Brandon Puente (00:43) Hi, good afternoon.
Molly Dwyer (00:45) Good afternoon. How are you?
Brandon Puente (00:47) I’m good. How are you?
Molly Dwyer (00:49) Good. It’s I don’t think we’ve met before. It’s nice to meet you.
Brandon Puente (00:52) Nope, we have not, it was my first week. So, just trying to learn the ropes here. Oh.
Molly Dwyer (00:58) My gosh. Well, welcome to the team that’s exciting. How’s the first week going?
Brandon Puente (01:04) It’s going, you know, drinking from a fire hose. So, yeah.
Molly Dwyer (01:15) It’s always, it’s always a lot joining a new organization, new team and what’s your role going to be at deer oaks?
Brandon Puente (01:24) So, I’ll be the revenue cycle director.
Molly Dwyer (01:27) Amazing. Well, nice to meet you. Just a quick introduction. My name is Molly Dwyer, senior account manager here. So I really manage the overall strategic direction of the partnership, you know, meeting on a regular basis for monthly executive business reviews, making sure we’re marching towards your goals for the program, also own all commercial aspects of the partnership. So, as you’re evaluating new services or different areas that medallion can help support you. That’s really where I come in to help lead those conversations. And then I also have my colleague Jennifer here to help join and support our conversation on the tjc credentialing today.
Mark Neese (02:07) Okay, perfect.
Molly Dwyer (02:11) And where are you based out of Brandon?
Mark Neese (02:14) San Antonio Texas? Oh, nice.
Mark Neese (02:24) Hey, mark.
Mark Neese (02:29) Hey, Molly. How’s it going?
Molly Dwyer (02:31) Good. How are you doing? Doing? Great. Awesome. I just met, Brandon… told me it’s the first week on the job joining.
Mark Neese (02:42) Yeah, it’s three days in so amazing learning as much as you possibly can about it’s in a short amount of time. I don’t know. Do we have Connie on this or not? I don’t know if she’s necessary to join it.
Molly Dwyer (02:57) Connie was on the invite. She hasn’t joined the zoom yet, but… we can wait to get started or if you want to hop right in, I’m happy to do either.
Mark Neese (03:09) No, we can go ahead and hop right in.
Molly Dwyer (03:11) Okay. And Brandon, I should have said this at the top of the call, but as you get more ramped up to speed, we can absolutely provide you more of a deeper overview of the medallion program and just services that we are partnering together on. And then depending on the nature of what you need, we can do a deeper dive into the platform and get you up to speed with everything there as well. So just let us know when you’re ready and we’re happy to schedule those. Yeah.
Brandon Puente (03:39) Absolutely. I think that would be very helpful I guess to run through how the system works and, you… know, its capabilities and how it’s supposed to be utilized, right? Yeah.
Molly Dwyer (03:54) Awesome. I will loop in how our team is structured there’s you know, I support sort of the executive partnership here as I mentioned, and then my colleague Jacqueline is supporting from a more operational day to day. So I will loop her in and we can schedule some time with you to do more of a deeper dive of the program and the platform itself… and welcome, Connie. Hi there. How’s it going? Oh.
Connie Carreon (04:23) It’s going… how’s it going for you guys?
Molly Dwyer (04:30) Halfway through the week. Oh, I know and I have pto next week. So I’m like I feel like we’re cruising. Yeah… but I wanted to kind of organize everything from our last conversation. We had circulated this with Jennifer and other members of our team and just kind of talk through where we are from a capabilities alignment standpoint, so we can talk through each of these.
Molly Dwyer (04:56) And before I hop in Connie, mark, is there anything else that you wanted to make sure we address on today’s conversation?
Mark Neese (05:05) From the system itself, Connie, are we good with all of the kind of bulk updates that were going to be taking place?
Molly Dwyer (05:16) As far?
Connie Carreon (05:19) As, I mean, as long as you’re okay with the 30 day turnaround? That was my only concern?
Mark Neese (05:25) Oh, I mean, just in general.
Connie Carreon (05:27) Oh, in general? Okay. No, no, yeah. No, I’m fine with everything. Yeah. Okay.
Molly Dwyer (05:32) Yeah. Okay. Let’s definitely talk through everything because turnaround time is something we also want to provide an update on. But just talking through these facility specific forms. So you inquire if we can accommodate varying facility specific forms and requirements. The short answer is yes, we can, we’ve looked at some of the examples you shared. We can map these and have them added to each of the packets. Jennifer, I don’t know if there’s anything else that you would add here from a process standpoint. But short answer is, yes, we can support this. Nope, that’s.
Jennifer Mikel (06:06) about it in a nutshell, we’ll take each one and we’ll look at them and we will map them accordingly, so they will drop into the packets for you guys.
Molly Dwyer (06:16) Perfect, Connie. Mark any follow up questions?
Mark Neese (06:22) No other than what’s the update on turnaround? Time expectancies?
Molly Dwyer (06:28) Yeah. So that’s skipping to bullet number three here. So feedback was 35 days is way too long. So what our team did was we looked through the different examples that you shared and confirmed that based off of the verifications within the examples that we can expect within five business days to complete those verifications. So well, you know, much more within that one business week. The one caveat I just want to make sure that we set expectations properly is that this does not include the time that it takes the provider to complete their medallion profile. So we do need providers to complete all of their information on the profile and just get us all that information before we can then run those verifications.
Mark Neese (07:16) Okay. That makes sense. And just from an update, when we walked away, last time, one of the things we needed to explore was if given… the nature that our point click care integration would be changing a little bit as far as where it originates, the question was, would we even need some of these things to happen from a point click care integration standpoint? I think where we land on that is we will, so it’s going to be a continued need. Now, the other which leads us to bullet point, whatever that is. The last one, the four number four, the cost for me, it’s like a third of our overall cost of the entire platform, which just makes no sense to me for such a small component. So where I’m at with it right now and what I’ve you know, kind of the thing that we need to do internally and Brandon and Connie can kind of work through is as well as with, you know, some other internal people, just… the workflow itself if it makes sense to sort of capture that on onboarding. And if we’re able to handle such and kind of be a little bit more proactive than reactive with it through an onboarding standpoint. And whereas we’re moving that to the very front where we know, hey, this is going to be a thing for this provider. So let’s go ahead and just handle the whole thing now. I think that’s to be determined internally though just so you’re aware, Molly?
Molly Dwyer (08:51) Yeah, no, that makes a lot of sense. I think where we typically are helping clients solve for that is helping drive that efficiency, so that you are able to like as part of that onboarding, have everything done proactively upfront within the medallion system and managing that from the provider level, but, you know, definitely have those conversations internally. And then if there’s anything else that we can help provide from a workflow standpoint, or just best practices standpoint? Let me know and we can add additional color and.
Mark Neese (09:23) As well now, my understanding, we’re able to save documents, any kind of documents within the system right now, today, right? So we can use it to still house, you know, the quote unquote packets for lack of a better term. It’s just how that falls into the workflow. I think internally is something that needs to be reviewed and discussed before we say, yeah, let’s go ahead and kick it to medallion to handle. And even when we do kick it to medallion, I think that it would, that’s where it would lie in my head that’s where it makes sense. Of course, that’s easy for me to say from, you know, I’m five Miles away from it, right? So I’m not close. But for me, it makes sense that this is a onboarding piece that gets handled right away with the other onboarding stuff.
Molly Dwyer (10:13) So it’s.
Mark Neese (10:14) had and we don’t have to reactively say, no, this person’s here and they’re here right now. So we need this five minutes ago. So that’s just, I think that’s where we’re at right now. So just kind of, yeah.
Molly Dwyer (10:29) No, that makes a lot of sense. And I think from our last conversation, there’s like there’s the onboarding piece. And then there’s also like supporting ongoing flexibility. So if you know, a location needs to pull in different providers, like, you know, I think the like medallion is designed to be able to flex with you. So if you’re if you decide that you need to have additional providers credentialed at different locations, like definitely we can, you know, provide a pretty fast turnaround time there as well. So to completely hear you though, if you want to have like if you need to have additional conversations internally, you can make sure like this is going to work for your processes and your approach… that makes a lot of sense. Yeah. All right. Very well. Do you, do you, are you having those conversations currently or is that something you’re kicking off soon?
Mark Neese (11:28) Yeah, we, yeah, we need to have those pretty quickly just to know a solution versus whatever is in place today. So now it’s again, we’re we obviously, you know, there’s a little bit of transition with Brandon stepping in and Terry lascana retiring so… but it’s one of those things that needs to happen sooner than later internally. I would say, Okay.
Molly Dwyer (11:56) Well, how about this? I’m out next week but we can definitely, if it makes sense to regroup the following week and see if you’ve made progress just, you know, having some internal alignment discussions and we can pick up the conversation from there. Does that work in terms of timing?
Mark Neese (12:11) Yeah, I think so. And we can. Are you, Molly, are you on our weekly call or is that just Jacqueline?
Molly Dwyer (12:17) That’s Jacqueline? I can join them if you need me to, but typically, I do not join those?
Mark Neese (12:26) Okay. Well, whenever you get back, just shoot us a note, not next week but the following, and then we can kind of go from there. Okay? And.
Molly Dwyer (12:34) The last piece here mark, I think from our standpoint regarding costs, like definitely want to understand your feedback and kind of take that to my leadership and come up with a better price for you. Where we are where we left off was, you know, clearly, you, your feedback was too high, but just a better understanding of like, where we’re off on the unit price so that I can help take that back and come back to you with a better.
Mark Neese (13:04) Right. Well, from my eyes, it’s a very small component of the overall scope of work, right? Maybe you guys think so differently, but for me, it’s like, okay, this is just a thing that, we have, you know, we have 30 or so of these a month that come across and which is, you know, not, a, it’s an annoyance but, it’s not a, like, the bulk of the work. But when you kind of compare, hey, this is the cost like the 90 90 grand for a year versus our total cost of the entire system. I’m like, well, that it’s it, it’s a small component in my eyes, but it significantly increases the total cost, which just doesn’t make any sense to me.
Molly Dwyer (13:45) Right. Okay. So.
Mark Neese (13:49) That’s that’s how I’m viewing it, right? It’s now if we were spending a ton of more money, I’m like, okay, yeah, that my jobs, but from a, hey here’s the total cost, of our system. I mean, roughly a third of it. We’re increasing it by 33 percent.
Mark Neese (14:06) I’m like, well, hold on that. I don’t know that it makes sense to do that for what I view as a very small niche support line of service.
Molly Dwyer (14:18) Okay. No, that’s really helpful. When we reconnect, I can get some updated pricing for you just based off this. And… I’m trying to think if there’s anything else, is there anything else you need for your internal discussions? I.
Mark Neese (14:37) don’t I don’t think so as long as we know, and I would definitely encourage some kind of, you know, whatever support we can offer Brandon to get him kind of, you know, he’s been walking around and he’s kind of a he’s a tech savvy Guy. But whatever support he needs to know what’s what, and where and how things are supposed to work, then that’d be helpful. But as long as we know if there’s a spot that we can park things and how to do that within our, within the system itself with the platform itself that’d be helpful. So that if we just take it on inside or in house internally, then we can know, hey, this is where we would want to park these pieces of information or these packets like, the several, the form whatever form this facility has. This is where it’s going to live within medallion. So we’re not like some of it’s in medallion but, or most of it’s in medallion. But then this piece is just on a shared drive or a Dropbox somewhere.
Molly Dwyer (15:28) Got it. Yeah, definitely do not want that. Yeah, no, that makes a lot of sense. Let me get clarification on that. And then Brandon, I will loop in Jacqueline and get some availability over to you so that we can set up a deeper dive of the platform and get you all up to speed.
Mark Neese (15:47) Okay.
Brandon Puente (15:49) I did have a couple of questions, you know, just in, you know, meeting the current staff. So I know within medallion, right? They have tasks to do, but those tasks aren’t necessarily needed for enrollment for payers. Is that something we can bypass? Or is that a set in stone hard edit for medallion to? Okay. Well, we have this missing but, you know, we need all of it for internal purposes maybe,
Molly Dwyer (16:26) So, I will say Jacqueline is definitely going to be like your operational go to for questions like of this nature. Okay? I’m going to try and answer this, but I don’t want to give you false information.
Brandon Puente (16:39) Sure. Not not a problem. Yeah.
Molly Dwyer (16:40) We are going to serve like based off of the request for our provider, we are going to serve you, the tasks that we need to complete that request, along with when a provider is completing their profile, like we are going to require necessary information so that we can essentially begin working on requests associated with them. If you have more specific examples, we can take that back to the team. But we did recently actually remove a bunch of deemed required tasks for deer oaks. So I just want to make sure we’re talking about the same, we’re referring to the same tasks. Okay. Did you have other questions that I can try and help?
Brandon Puente (17:30) I guess, you know, lag time, right? I know you already discussed that, but as far as the task being completed, then that goes to medallion… staff to actually complete. So what’s that turnaround time? Like it goes from the task to in review? And then it’s completed? Yeah.
Molly Dwyer (17:52) I will have to get back to you on that unless Jennifer, you happen to know, and.
Mark Neese (17:57) I can send you the slas, Brandon. That would probably be helpful. Okay? So.
Jennifer Mikel (18:07) Are you asking like for the task of what’s the turnaround time to respond to a task? So?
Brandon Puente (18:15) Let’s say I complete a task and then it goes into a review status. Then… that goes, I was thinking to medallion to complete, yes.
Jennifer Mikel (18:27) So, the workflow, is like when we send you a task, and usually it has like once you complete this task market is done and it’ll come over to us as done by provider, and then we switch it to reviewed by staff. And then like if you put any notes in there because there’s a note section or added anything, we can pull that and comment back to you for you to get an update on that.
Brandon Puente (18:54) Okay. Right. Yeah. So I guess that’s my question, right? What’s the expected date of completion? So, I complete the task today. Let’s say I put a note, it goes into review, then 48 hours, 72 five.
Jennifer Mikel (19:12) Days, it’s 48 hours?
Brandon Puente (19:13) Okay. 48 hours. Okay?
Brandon Puente (19:20) And then I guess my next question is source of truth for taxonomy. I know we have a lot of or… I guess what I’ve seen, you know, in the short time that I’ve reviewed it, you know, is a source of truth. You know… caqh, is it npez? Is it medallion just because there may be different ones, right? So, I guess, I know I spoke to you, mark about this, but maybe it was just the data that was given to medallion perhaps, which is why we have so many outstanding tasks with, you know, multiple taxonomy errors.
Molly Dwyer (20:06) I think this probably is a good question for the Friday meeting with Connor and Jacqueline because Connor was involved from an implementation standpoint, or is the implementation manager… unless mark, you have additional context?
Mark Neese (20:27) No, I think it’s probably a Connor slash Jacqueline thing because they were heavily involved, Brandon, Molly, and for sure, Jennifer weren’t really involved with the actual implementation pieces themselves.
Brandon Puente (20:41) Okay. So they.
Mark Neese (20:42) don’t have the knowledge of like what we loaded, what we didn’t load and what medallion… helped out with, and what we did ourselves. But Connor would have that information as well as maybe there’s another one. I forget. Her name certainly. May I don’t know if she’s still on the call, Adeline?
Molly Dwyer (20:58) Yeah, I.
Mark Neese (21:00) don’t know if she’s I haven’t seen her in a while, but they would have that, you know, historical knowledge of if… you can like walk them to what you’re seeing like give it, just have examples ready. Right. Hey, this is one of those examples, but we’re trying to determine what the source of truth is, because these three cert these three sources say something different, then they’ll be able to walk through the logic on that from the adelian standpoint. Okay?
Molly Dwyer (21:31) Perfect. And I will give them a heads up, Brandon, of some of the questions that you asked today, just so Friday’s conversation can get you those responses and sort of demo them as mark was explaining.
Brandon Puente (21:46) Okay. Sounds good.
Molly Dwyer (21:49) Awesome. Well, thank you all. I will reach out the week of the 20 eighth to find some time, but please don’t hesitate to let me know if you have any questions in the meantime. And what am I forgetting? And Brandon, we will also set up some deeper training with you as well.
Brandon Puente (22:12) All right. Thank you all.
Molly Dwyer (22:14) Right. Thank you. Have a good rest of your day.
Mark Neese (22:16) Thanks, everyone. Bye.