Transcript
Nick Vander Velden (00:00) hey, everyone. Howdy?
Rae Tompkins (00:12) Connor, do you remember if I ever officially introduced myself as the em, for pinnacle? I kind of jumped right in. I was just, it’ll probably be like the last couple I joined. So, I don’t know if it was worth flagging. They’re going to get a new one.
Connor Morley (00:28) I don’t remember off the top of my head. I don’t either, I’d have to go and look.
Rae Tompkins (00:36) Okay. Yeah. I think I kind of jumped in the middle if I remember. So, I don’t even really know if they know who I am officially. So it may not even be worth flagging.
Connor Morley (00:51) Well, we can introduce you today, if that.
Rae Tompkins (00:54) Well, they’re not mine anymore. They’re Colette’s,
Connor Morley (00:58) oh, yeah. That’s right.
Rae Tompkins (01:00) I’m just joining to help support for the last couple to help Colette out. But I didn’t know if we needed to introduce her on an official.
Connor Morley (01:11) Is she joining? Sorry?
Collette Waddell (01:15) My computer was doing an update and it was taking forever to turn back on.
Connor Morley (01:19) No worries. I think we’re just waiting for them to join. I don’t see any of them in the waiting room right now. They’re usually pretty punctual?
Connor Morley (01:34) I think we’ll just give them a second.
Connor Morley (01:42) Nick, did you ever see the facilities piece? I can’t find it anymore.
Nick Vander Velden (01:49) What like from?
Connor Morley (01:52) In the data import?
Nick Vander Velden (01:58) No, I can check the… import tool history though.
Nick Vander Velden (02:19) Okay. Looks like you imported four of them a while ago like two or three weeks ago? Yeah, but I still don’t see where they would have come from?
Connor Morley (02:44) All right. No worries. Hey, Janice.
Connor Morley (02:59) Can you hear us?
Connor Morley (03:06) Bye. I think we’re just waiting on Michelle and Chandra.
Michele Izaguirre (03:21) Let me check on Michelle as Chandra is out today.
Connor Morley (03:27) Okay. It looks like I see two michelles jump in and.
Connor Morley (03:42) Hi, Michelle. Hi… how are you today?
Michele Izaguirre (03:57) I’m sorry, I think I joined twice.
Connor Morley (04:00) No worries. All right. Okay. Jumping in really… quickly. So, the dop forms, I think Nick, all of them except for the registered nurse first assistant have been mapped. So we’ll go in and,
Nick Vander Velden (04:20) I got that one mapped, but there’s like the TB form, which was a little bit of a different format. I think that I’m like working on because it was a little… more confusing to make fillable.
Connor Morley (04:37) No worries.
Michele Izaguirre (04:39) The TB or the hepb.
Nick Vander Velden (04:42) I think it or both.
Michele Izaguirre (04:44) Because they’re both confusing.
Nick Vander Velden (04:46) Yeah. Let me pull it up real quick. I’ll confirm here. Let’s see. Happy. I think happy was fine.
Nick Vander Velden (05:05) The TB one had… like circle, it looked like if you printed it out, it’d be like circle, yes or no. And we’re trying to like turn that into checkboxes.
Michele Izaguirre (05:18) Oh, okay. Do you need me to edit the format… like because… is it just the same format form? And then you’re like setting like checkboxes on top of it or are you formatting it into your own medallion version setting?
Nick Vander Velden (05:38) Checkboxes on top of it when we’re mapping. So I’ll share the, so… instead of these like, yes, no. Oh, okay. I.
Michele Izaguirre (05:49) Can redo it for you that’d.
Nick Vander Velden (05:51) be awesome. Actually. Yeah, this is kind of the only one I have left. Okay?
Michele Izaguirre (05:58) Cool. Yeah, I can redo it and I’ll just set checkboxes next to it. And then that way you can set the checkboxes on top of the checkboxes.
Nick Vander Velden (06:05) Perfect. That sounds good to me. Okay. Yeah, I think… that was the only one. Yeah. So all the forms will be ready after we get that one in yep.
Connor Morley (06:21) Well, and we’ll go through and approve them so you can start to see them. Yeah, exactly. And then Nick and I were talking to our credentialing operations manager and she had said that for your organization, I think for looking at your information, we have to kind of break up the entities for your internal entities like this, where each address will have its own entity.
Connor Morley (06:54) So you can pick reproductive gynecology LLC as a whole and have all of these entities and request a credentialing for all of these entities. If you just pick this one or you can pick individual locations as well.
Michele Izaguirre (07:10) Okay. That would work except that what’s kind of weird is like we’ll take Arizona, for example, Arizona has four locations… but we only have surgery centers at two of them. So we actually don’t credential for Glendale or Chandler because they never do procedures there. Those are what we call like satellite offices which are only meant for like basic labs and ultrasounds. So, does this have to match our practice locations or can we customize this?
Nick Vander Velden (07:45) We can definitely, it’s a separate like.
Michele Izaguirre (07:48) Okay. So we can customize it so I can say for Arizona, we only want the Tucson and the Scottsdale… if we can run through it really quick, then I can just give them to you. So we don’t want that one or the third one, which is Chandler… wait, are you highlighting the ones you want to keep or exit?
Connor Morley (08:09) Exit?
Michele Izaguirre (08:11) Okay. It’s okay. Yeah, no, Glendale. No, Chandler. Okay. Let’s scroll down to the rgi one. We… want to get rid of the first two.
Michele Izaguirre (08:30) The third one, I think we’re keeping, but the city is wrong. I think it’s akron a KR o N… and it’s in Ohio, not Arizona. Yeah, or the zip code. So that whole little section is wrong. Okay. And then we would get rid of canton, which is the last one in Ohio. So we only have two for Ohio. Okay? For Oregon, we only have one, which one is it?
Michele Izaguirre (09:06) Oregon, fertility, I’ll get back to Oregon for surgery center. We’re only keeping the first one and the third one, everything else would go away. So only Seattle and Spokane, would we be keeping?
Michele Izaguirre (09:22) And then for the… Oregon one, hold on, give me a second. Let me just figure out. Oregon is only the, so Oregon’s the second one. Yeah. So get rid of all the yellows. Okay?
Connor Morley (09:45) All right. So all these yellows we can get rid of. And the only, so for then Arizona, the parent entity that you could choose would be Arizona advanced surgery, and then there would be a separate one for Tucson and Scottsdale.
Michele Izaguirre (10:01) Perfect. So they can pick the parent or they can select the item under correct? Yeah, that works. Okay?
Nick Vander Velden (10:10) And then I have a question kind of related to that on the reappointments… we have just… that top level location listed out for each. Do you want reappointments? Like if there’s a provider that has, you know, that Arizona advanced surgery, do you want the reappointment for both? Or do you guys need to give us specific information for each location… since there’s a couple that have two, so.
Michele Izaguirre (10:43) For like the reappointments because we would be the ones creating the reappointment task?
Nick Vander Velden (10:49) Yeah. So, I think we have, or?
Michele Izaguirre (10:51) No, I.
Nick Vander Velden (10:52) think we have the import. Yeah. So Connor has this up. So we have the entity listed.
Michele Izaguirre (10:58) Oh, you’re talking about the import?
Nick Vander Velden (11:00) Yeah, this import, yes.
Michele Izaguirre (11:02) Oh, because we don’t have the location listed for you?
Nick Vander Velden (11:05) Yeah. So should we assume like a bunch of them have only one location that’s easy this like Arizona one?
Michele Izaguirre (11:13) Has.
Nick Vander Velden (11:13) two.
Michele Izaguirre (11:13) Yeah, I would just assume both for now. Okay? Because I don’t think we, I don’t just assume both. Yeah.
Nick Vander Velden (11:20) I can definitely do that.
Michele Izaguirre (11:23) And then at reappointment, how does the workflow work at reappointment? Are we still the ones creating the task?
Connor Morley (11:32) We automatically schedule the reappointment, so the task automatically reappoints but,
Michele Izaguirre (11:38) I, to the provider, so they could, then they could say like, actually, no, I don’t want Tucson.
Michele Izaguirre (11:46) Yeah. Okay, perfect. Then, yeah, that works. Assume all locations.
Nick Vander Velden (11:49) Okay. And,
Connor Morley (11:52) then, Nick, did, you had some additional enrollment questions? I think we were.
Nick Vander Velden (11:59) We had a,
Connor Morley (12:00) question after Chandra. Yeah.
Michele Izaguirre (12:02) She’s really sick. So she is not at work today.
Nick Vander Velden (12:07) Yeah, she had mentioned enrollments for some payers that we weren’t initially given. I don’t know if we… should wait for her to give us those or if you guys want to like add those?
Michele Izaguirre (12:21) She did. I thought she sent an email, you mean, wait for them to be on the spreadsheet?
Nick Vander Velden (12:28) Yeah, or wait for her to like send those. Yeah, to be on the spreadsheet so we can import them. Otherwise, we’d be probably just having you guys like enter them yourselves. Okay?
Michele Izaguirre (12:42) So, wait, hold on. Hi, Nick. I’ve completed your form, but I do have some call outs. Maybe this is what was missing from the template I sent over, but we’re missing the following payers?
Nick Vander Velden (12:53) Yeah. And she… sent that list and then clarified… like the Sana, multi plan, uhc,
Michele Izaguirre (13:08) Sana and multi plan for sure are current… meaning like we’re currently active versus like it’s a future request? Is that?
Nick Vander Velden (13:19) Yeah. So like right now, we’re working on that import for the existing enrollments. So, yeah. So like currently active or future request?
Michele Izaguirre (13:32) What? Okay. So that spreadsheet that she has… the spreadsheet that she submitted, she’s saying that the things in her email were not on this spreadsheet. So you’re saying we should add it… or we’re going to have to manually do it?
Nick Vander Velden (13:52) We have, so the list of payers I sent her to confirm, were I’m.
Michele Izaguirre (13:59) going to share my screen? If that’s okay with you? I want to just make sure I’m a visual person. So I’m having a little hard time following along. Yeah. Is it this spreadsheet? Yeah. Oh, wait, am I sharing? Yeah.
Nick Vander Velden (14:10) So, this spreadsheet and then these were pulled from the list of enrollments that you had sent us. Okay? So if you need, if there’s payers missing from this that she needed imported with enrollments like existing enrollments, then we’d need the full like, you know, info.
Michele Izaguirre (14:32) We need that whole import template. We need to just send you one with the missing ones.
Nick Vander Velden (14:38) Yeah. So if you, like she said, uhc, for a few more states, yeah.
Michele Izaguirre (14:43) Pretty much all the states it’s missing. Yeah, on a health claritive multi plan. Yeah. So, okay. So whatever she said is missing, we need to give it to you on the import spreadsheet. Is it okay if it’s a separate one that like it’s a clean file that only has the missing stuff on it. Yeah.
Nick Vander Velden (15:01) If you want to only send over the missing stuff that’s totally fine, I can easily bring that into the one that I have already. Okay.
Michele Izaguirre (15:11) And this spreadsheet is everything that you had at a high level, like at an entity level?
Nick Vander Velden (15:17) Yeah, at like a payor state level? Yes, got.
Michele Izaguirre (15:21) It. Okay. Yeah. And.
Connor Morley (15:24) Then Michelle, the other piece for this is, does it include all of the payors that you could potentially make requests for? Not just the existing enrollments?
Michele Izaguirre (15:37) No, it won’t because… we historic, so we historically have only done commercial payors. We don’t do government. We don’t do va, however, there might be a push in the future where we start to go down that road. So I wouldn’t know like what those payors would be. I’m assuming at that point, we can cross that bridge. Yeah. And also the medallion system. What’s kind of cool about it is that when we go to select an enrollment request by state, we can see every insurance plan that’s available. And so that’s opened our eyes to there’s probably a lot of insurances out there. We don’t even know about. So it’s possible that we are going to add, but we don’t know like we don’t know, okay?
Connor Morley (16:27) Yeah. And that’s totally okay. Part of the reason I ask is we do have a lot of payers in our system. Yeah. But if there are some that we haven’t encountered before that you guys want to make requests with, and we don’t have it in the system. We want to make sure that we add that in.
Michele Izaguirre (16:48) Okay. So it’s more just to make sure that you have it mapped. Yes, exactly. Okay. The only ones that I can think of, let me look at her list again. I don’t know if any of the fertility payers are on here. I’d have to look at what medallion offers, but I would just say no, for now. Let’s just go with what we’ve got. I’ll get, I know she’s out, but I think I can do my best to fill these missing ones into the import template and get that sent to you by the end of the week. Yeah, cool.
Nick Vander Velden (17:21) Okay. And then you said it was only commercial lines of business that you guys work with. Yeah?
Michele Izaguirre (17:29) There’s only one clinic I think that we have a va program with, but that’s it only commercial cool. And we put that into our like practice profiles. We already selected the line of business. Yeah, cool.
Connor Morley (17:53) Perfect. Okay. Nick, does that answer the enrollment questions that you have?
Nick Vander Velden (18:04) Yeah. There was one, I don’t know if this is a more like in the weeds specific one, but there was some… enrollments listed for Mclaren health as the payer in Ohio and I was just curious if that was, it looks like they’re pretty much entirely Michigan but looks like they’ve.
Michele Izaguirre (18:29) been centrally. Yeah, Michigan. Yeah.
Nick Vander Velden (18:33) Do you know if those are like requested as an Ohio enrollment or are they, I think what?
Michele Izaguirre (18:44) This is and without me looking at the original template that she sent you is our Michigan clinic has… an Ohio location?
Nick Vander Velden (18:55) Yeah. Okay.
Michele Izaguirre (18:57) So, perhaps that’s why she put that, I’m not really quite sure like maybe because it’s so.
Nick Vander Velden (19:04) Close.
Michele Izaguirre (19:04) To the Michigan border or we just like blanket said, okay, all of the locations for our Michigan clinic have it and one of them happens to be in Ohio, and we didn’t.
Nick Vander Velden (19:14) that’s what it looks like based on the practice location, but there’s… like situations where it’s like we’re you know, it’s a Michigan. It’s like an out of state sort of thing where you’re like so close to the border like that. Yeah, you know, they allow like a, you know, it’s technically in Ohio, but we’re.
Michele Izaguirre (19:36) going to do it. I don’t know if that’s the case for this because that location is very close to the border. So I know exactly what you’re talking about like, you know, 15 Miles, 30 Miles, whatever, but I just don’t know if it, if it’s the border or we just, you know, blankets at all locations. So I’ll have to look into that. I really don’t know. Okay?
Nick Vander Velden (19:57) Yeah. And that’s like the only, like last small question I have on the enrollments. Okay? All right. Thanks Nick.
Connor Morley (20:09) Michelle as well. Our team has found the bug for those verifications for California. So they’re fixing that and they’ll redo those verifications so that it shows appropriately.
Nick Vander Velden (20:24) Okay, cool. I guess I think Connor said he already asked you, but were we doing group enrollments? Yes. Okay.
Michele Izaguirre (20:36) The issue with group enrollments, just so you guys have some like context, some history here is we, I can’t find the zoom I’m trying to find you guys. Okay. There you are. We acquired all of these practices at different times, right? And so the practices were doing enrollment, however they wanted. So a lot of practices were just doing individual provider enrollments for every one of their doctors. That’s how we acquired them. Some practices did it as a group enrollment pinnacle. Fertility, Illinois is a great example. They did a group enrollment. Our issue is that with our previous vendor that we obviously never want to work with again, we had asked them for the past two years to start to migrate all of our contracts into group contracts. So when we get a new provider, it’s easier to add them under the group. I’m not sure that happened and we don’t have great visibility into it. So we don’t know exactly. Long story short. We don’t actually know what clinics we have under group contracts versus individual contracts. But the ultimate goal is to have group contracts because we understand that it makes it easier when you’re adding providers. So yes, we’re going to do group enrollments. Okay? Long story short.
Nick Vander Velden (21:56) Maybe you won’t have like any. Yeah. Okay. That makes a lot of sense.
Connor Morley (22:04) So… when you find out about some of those that… you’re not sure of? Is it easier? Do you think it’s easier to add those to the data import template or to add them directly into medallion?
Michele Izaguirre (22:25) If you’re asking me specifically, you, Nick, I was going to say, I will let me just, I don’t think we’ll have that information anytime soon. And so it’s probably going to be us manually adding them as we come across them.
Nick Vander Velden (22:38) Yeah, that’s what I was going to say unless you like happen to get all the info you need all at once. It sounds like it’s probably going to be easier to add them manually. And it also sounds like you might have some that are like new requests and some that are existing.
Michele Izaguirre (22:57) Yeah, I think so.
Nick Vander Velden (23:01) Did.
Michele Izaguirre (23:03) we submit any group, existing group enrollments with you?
Nick Vander Velden (23:07) It doesn’t look like it, no.
Michele Izaguirre (23:10) Okay. Because I know for sure, we have one clinic that does have group enrollment. So I guess we’ll just manually. I think the problem is that because our previous vendor was doing such a poor job, we had employed a contractor to go through and audit everything. But I just think that the timing of it hasn’t lined up so they haven’t finished their audit so that we can give you accurate data. So whatever is missing at the end of this, we’ll just manually add.
Nick Vander Velden (23:37) Yeah. And all, I might have to talk to someone internally, but for the par status on these provider ones, I’ll have to figure out if we should, if it’s better for us to assume like flagging it as linked to group or not linked to group, if we’re unsure we.
Connor Morley (24:00) Can always edit it after we load it, right? Nick.
Nick Vander Velden (24:04) Yeah, I think that one can be changed, but I think I’ll figure out which one’s better to assume.
Connor Morley (24:11) Thanks, Nick, and then Michelle, if you do find the group, and eventually, when you do get more of the group enrollments, there is adding an enrollment based on the group. And we just have to select the group, the payer by state and lines, businesses, practice locations, and if you have any additional information or if you don’t we can input that right here into medallion in the payers tab.
Michele Izaguirre (24:44) Okay.
Connor Morley (24:47) All right.
Nick Vander Velden (24:49) So, once.
Connor Morley (24:52) we get those dop forms approved, you’ll also be able to see them within the privileging tab of medallion and essentially… when you go into the privileging tab, and you’re making a new request.
Connor Morley (25:16) Sorry, my computer’s very slow today, but if you’re doing a new initial appointment, pick a provider, we’ll… fix the entities, but you’ll pick an entity, go to next and then they’ll all show up as privileges that are available.
Michele Izaguirre (25:36) This is from the provider’s view or our view. When we’re.
Connor Morley (25:40) this would be from your view.
Michele Izaguirre (25:42) Okay. So, I’ll be able to submit, I’ll be able to select the anesthesia form, but they’re the ones that are going to have to select the privileges they’re requesting, right? Correct? Okay. They’ll.
Connor Morley (25:52) select, you will just specify which form.
Michele Izaguirre (25:55) Okay. Perfect.
Connor Morley (25:56) But they will fill out the form and sign the form themselves.
Michele Izaguirre (26:00) Okay. Love it. Yeah.
Connor Morley (26:03) And they’ll also get the hepb the TB and the code of conduct to sign and fill out as well. Okay, cool. Okay. All right.
Connor Morley (26:19) Sorry, just going through the rest of my notes. The one thing for group enrollments that can be a little beneficial? I know that you mentioned that when you go in and you get a new payer enrollment, you can essentially see all of the payers for everyone. But once you have group enrollment set up and you’re going through the process and you select a group with that payer or you select a group with that provider, and then we select like a state. What… will happen is you’ll also be able to select all for all of the payers associated with that group?
Michele Izaguirre (27:01) Yeah. Cool.
Connor Morley (27:02) So, right now, it’s you know, it can be a little time consuming to go in if you have to select like 20, but once we get the group enrollments loaded, you’ll be able to select all based on what’s enrolled with the group enrollment.
Michele Izaguirre (27:18) Okay, cool. Okay.
Connor Morley (27:21) And then this one’s going to be a question for more for Ray and Colette, who are your engagement managers? Do you know if there’s another way to kind of create… groups or create group enrollment? So it’s easier to select large numbers of payers that wouldn’t… necessarily have a group enrollment?
Collette Waddell (27:52) I’m sorry, I’m trying to follow the thought process there.
Connor Morley (27:56) Essentially, if they’re like enrolling a provider with a particular group, they don’t want to enroll that provider… with all of the payers associated with that group, but have like 10 payers that they almost always enroll their providers with, is there another way to kind of select all for that 10 payer pinnacle overall group?
Michele Izaguirre (28:25) So, like if the group itself doesn’t have group enrollments, but we know we’re always doing cigna, Aetna, uhc, right? Is that what you’re saying, then those would be at the top even though they’re not linked to a group yep.
Collette Waddell (28:42) I don’t know for certain, Connor, I might need to take that back internally to get, I don’t want to say the wrong thing because I’m not 100 percent sure. Yeah.
Michele Izaguirre (28:55) Like it would be cool if you could like copy enrollments from a different provider… like enroll dr smith with these that are the same payers from somebody else, or these are all the payers that providers within this entity have at the top. I wouldn’t worry too much about it though. We’ll just do the manual.
Collette Waddell (29:16) Yeah, no. And actually that, I don’t think that functionality currently exists but I kind of love the idea. So it could be great product feedback.
Nick Vander Velden (29:26) Yeah, I don’t I would, I do know when you’re requesting or like adding ones. I think it’s maybe just requesting like making a new request you can select, do like multiple stuff, select stuff. Yeah.
Michele Izaguirre (29:45) Yeah, I wouldn’t stress it too much. Well, we’ll just manually select them.
Nick Vander Velden (29:50) Yeah.
Michele Izaguirre (29:51) Yeah. The other thing just because you mentioned like product requests is I reached out to support, which by the way they’re pretty awesome. They’re very fast. We have a large anesthesia group in one of our practices where they have like eight anesthesiologists that work at our surgery center, and that group has their own credentialing coordinator and their job, their sole job is to handle all credentialing on behalf of the providers, getting us any missing information, completing applications, whatever it is. So we sent out the provider profiles which we knew would go to the individual provider emails. But I’m getting like these credentialing coordinators, like, hey, I want all emails to come to me. We want to be the ones to manage it for our providers. And from what I gathered with support, there is no like delegated option like you can’t add a delegate for your own profiles and I can add her as a team manager… but then she has access to all of the modules and tasks and requests when she’s an external person who only handles credentialing. So I don’t know if there’s a solution for that, but it’s specifically just like the internal like providers just want to be able to have delegates who can work on their behalf who get emails on their behalf. And we’re not sure how to handle that because it comes across a lot.
Connor Morley (31:25) Yeah, that’s not the only time I’ve gotten that feedback. I can see if there’s another, if… we can give them team viewer role and,
Michele Izaguirre (31:43) potentially some additional like.
Connor Morley (31:46) User permissions on top of that, but like is it like you have a, it sounds like a large anesthesia group and they each would have their own?
Michele Izaguirre (31:58) Not necessarily, it could, and that’s the problem. Like it could be the same credentialing coordinator. Like I could be the credentialing coordinator myself for all eight doctors. And my responsibility is to go in, maintain their applications, basically complete tasks on their behalf. That’s like my job, it’s pretty standard in the industry. Like if you go to complete a hospital application or even a licensing application with the state board, like you have the ability to add a delegate where they’re getting communications copied over to them and they can go in and work on your behalf. So, I don’t think, I don’t think a workaround really exists for what we’re looking for today, but I think that, that’s something that I don’t know how to submit things to product. I asked support and they didn’t know.
Connor Morley (32:42) Like,
Michele Izaguirre (32:43) to submit a feature request or something? Yeah.
Connor Morley (32:45) No, that to do that, you honestly would have to talk to myself or Colette. And we can submit a feature request for you. That one is a pretty interesting one. And I can just submit that right after this… but I can definitely submit that feature request for you. Okay? I’m.
Michele Izaguirre (33:10) sure. I’m not the only customer that would appreciate that especially on the credentialing flow. And if you have larger institutions like hospitals that are working with like provider groups, I guarantee you, I mean, the doctors are probably sharing their username and passwords with their credentialing coordinators, but it would be for better chain of custody and auditing to like have the actual person log in.
Connor Morley (33:34) Agreed. Yeah.
Collette Waddell (33:36) And that’s actually not the first time we’ve heard that feedback. So, Connor, I don’t think it’s a bad idea for us to go ahead and submit that on behalf of, you know, pinnacle so that it’s just logged as something that’s come up. And if I feel like I’ve submitted something in the past, so they could just link it to, you know, if there’s an existing request floating out there, you know, that it’s the more we surface it, you know, the more attention you know, it should be.
Connor Morley (34:05) Yeah… yeah. I have a similar feedback request in for another customer that’s very close. So I can definitely add you guys to that, okay?
Michele Izaguirre (34:19) Cool. In the meantime, so like I would love the team viewer option because I know it limits the like they can’t see all the modules and stuff, but then they can’t complete anything on the provider’s behalf. So, I don’t know if there’s a way that you can like circumvent the like permissions in that case, there?
Connor Morley (34:40) Are additional permissions that we can grant on a case by case basis. Do you have a user who’s a team viewer in your system today? So?
Michele Izaguirre (34:54) I had added myself like using my own Gmail to test the system because I was trying to test it and figure it out on my own… but that’s when I went in and I realized I could see everything.
Connor Morley (35:09) Yeah. What’s that email? Because I can try and play around with it and see if it does give you what you need. Let.
Michele Izaguirre (35:19) Me just so I had added myself as a team manager, which I also realized you can’t change roles once you add a member.
Connor Morley (35:30) Correct. You do not have the ability, but we do so. Is it Mims zero nine three? Yeah.
Michele Izaguirre (35:40) So I had added myself as a team manager, but I guess I, yeah, if you could try the team viewer, but to give them the ability to actually complete tasks on the provider’s behalf, make updates to their like profiles… that’s really what I think we’re looking for and like complete… like maybe not be able to sign. I don’t know how granular you can get like maybe they’re not able to sign on the provider’s behalf, but they should at least be able to kind of like complete the dop, complete the applications, complete the forms, and then the doctors kind of sign off as like an attestation that everything’s correct?
Connor Morley (36:20) Yeah, I will say it’s a pretty hard stop that we usually don’t let anyone other than the providers sign things that’s.
Michele Izaguirre (36:29) fine, perfect.
Connor Morley (36:29) But I can see if there’s a way to… grant them additional access because there is an assistant users group. So let me play around with it and see if that will do the trick. Okay?
Michele Izaguirre (36:49) And if not, don’t worry about it for now, I basically told her like have your doctors forward you the emails and they can give you their username and password, but don’t tell me.
Connor Morley (37:01) So the.
Michele Izaguirre (37:02) other thing is we’re getting a lot of tasks, which is great. I just need some guidance on how like what these tasks mean and how to work them. Yeah. So let.
Connor Morley (37:15) me pull up my screen really quickly.
Michele Izaguirre (37:24) Okay. So one of the tasks that we got and we completed them all yesterday, but they were like we need the login caqh login information and we didn’t know how to like, we didn’t know if we had to go into the provider’s profile and add it under the external accounts and then complete the task. But all we did was put the username and password into the notes of the task and then completed it. And we’re not sure if once that’s done, like does the sender then get notification that it was completed on our end? And then they’ll go in and update the log in like we just weren’t sure like what happens?
Connor Morley (38:06) So once you complete it, the specialist… who’s assigned to the task will get a notification and it’ll fall into this in review bucket. So they’ll be able to see the notes that you’ve submitted with it. I think particularly with caqh and those logins, I think I’d have to check with the team to see if they’re allowed to change information on the provider profile.
Michele Izaguirre (38:32) But… unless.
Connor Morley (38:35) Ray or Colette, you would know off the top of your head, yeah?
Collette Waddell (38:39) Can I actually I’m not actually going to screen share?
Connor Morley (38:42) Go for it?
Collette Waddell (38:47) I’m happy to just chat through this feature and try to just speak to the workflow and everything related to this.
Collette Waddell (39:03) And real quick, Michelle and Janice, I am Colette. I know we didn’t formalize an introduction earlier and I have been off screen off camera just because my internet has been pretty spotty. So I’m trying to maintain the bandwidth and everything like that. But I will be your engagement manager assigned to your account. So I’ll try to start joining these calls, getting myself caught up with, you know, where we’re at to this point in the implementation process, I’ll probably take more of a backseat and let Connor and Nick, you know, finish out everything that’s needed, but I’ll be your point of contact, you know, once we’re past go live and everything like that. But for now, I’m going to try to insert myself where I can be helpful. Okay, perfect. It is nice to meet you guys.
Michele Izaguirre (39:52) Likewise. All.
Collette Waddell (39:53) Right. Going back off camera just for the sake of internet connectivity. Okay. So just looking at the overview tab, you’re going to always default to this all tasks ready queue. I think one, and I suspect or imagine that you may or may not know. So it’s going to lump any admin tasks and, or provider tasks that are floating out there in this single queue. So, like, and I’m just selecting the first task, not so much, perfect.
Michele Izaguirre (40:25) Because I don’t know what to do with this one either. Yeah.
Collette Waddell (40:28) Your consent release form has not been signed in the agreement section. Please take a moment to sign the form. Okay? So this is, let me actually go back. Well, I wanted to go into the provider’s profile. So that task is saying… that… this caqh profile authorization has not been signed in… this agreement section, so they can’t move forward with, it. Looks like we’ve added caqh management for this provider. And so the team isn’t able to move forward with, you know, updating caqh without that consent agreement signed in the profile.
Michele Izaguirre (41:17) Okay. So like let’s say I’m dr Lin, so I would open this up… and then it’s not like it links, it doesn’t link it or anything like I need to read it and then go into my profile, find the agreements and sign it. Yeah.
Collette Waddell (41:37) And so, yes. So there’s some opportunity and feedback that we can share back with the team to ask if maybe they can provide a little bit more direction in the kind of the wording of the tasks that are created just to provide a little bit more instruction, if you will. Yeah.
Michele Izaguirre (41:55) I think that would be really helpful just because my providers have never had to do anything. And obviously, like we’re all new to the system. So people are still learning like one doctor reached out to me and they’re like they didn’t put all of my licenses. And I’m like, well, you’re looking at license requests, you need to toggle to existing licenses. Like things like that. We haven’t done training or anything yet. Yeah?
Collette Waddell (42:22) Yeah. Okay. So have your providers, I’m sorry, I know I was hoping to connect with Connor. I just didn’t have a chance to, before this call today to kind of get caught up to where we are in this implementation process, but have your providers logged in and been invited to the platform, to fill out their profiles and everything like that.
Michele Izaguirre (42:47) Yeah, they have been invited. Some have completed the profiles. I was going to try to follow up this week or by Monday for just reminding people that it’s there. It’s not spam to work through it. Okay. So really quick with this Paul Lynn one. So he sees the task, he goes in and he signs the agreement. Yeah, that’s not going to complete the task, right? He still has to come into this task and mark complete.
Collette Waddell (43:11) Correct. Okay. Yep. So taking action on, and if he wants, he can add a note. He doesn’t have to. But what is really important whether a note is added like a comment or not, is that this button here is clicked.
Michele Izaguirre (43:26) So, mark complete this?
Collette Waddell (43:28) Is what will kick off and trigger like the specialist who had created that task, they then will see like this little like notification icon. It kind of pushes the notification to the medallion team member who had letting them know that a task has been completed. And it just, it’s that alert that action had been taken on a task that they had, you know, sent out for something that they were working on. Okay?
Michele Izaguirre (44:00) Now, so we’ll go.
Collette Waddell (44:02) Ahead. No, I was just going to say now if you were to come in here and put a note and just say, you know, the agreement signed and then you just like post it, but you don’t actually mark this button. We, the medallion specialists are not notified if just a note is added to a task, got.
Michele Izaguirre (44:21) It. Okay. Yeah, that’s good for us to know. I’m going to have to train my providers because we in our own ehr system use tasks, but when we hit complete, it just completes it for everybody. So that’s why there was some confusion. So I wanted to get that so I can make sure that providers are aware like you do have to hit complete. The person who sent it, will then get notified. It’s not like what we’re used to.
Collette Waddell (44:47) Yeah. Okay. And let’s just say, just to stay on real quick, let’s say dr Lin comes in, marks this complete. Our specialist goes in. They’re going to see it in this, in review. It’s going to, this is where it’s going to sit. And this is like think of like in review. It’s like in medallion review, right? We’re taking a look at what we asked for. We’re going to spot, check the file to make sure whatever it was that we needed was resolved. If it wasn’t our team will add a note here and they will reopen the task which will trigger like a new, an email to go to the provider, letting them know that there’s a task if, for example, like we see that you added this, but we couldn’t find this, you know? So if it’s not quite resolved, they will reopen it with some commentary here in the notes.
Michele Izaguirre (45:43) Okay. All right. Perfect. Okay. So… can… we look at the like just the next one too? Just the different tasks? I want to be able to like guide my providers because this is very new for them. So need confirmation to remove email. So they would just open their task. By the way, is my view the same as a doctor’s like, I know they’re not going to see all the things, but in terms of their profile, if I’m looking at a provider’s profile, is that how theirs looks?
Connor Morley (46:18) I could show you, but, yeah, yeah, let me show you and… how it would look for a provider because I think I would be the easiest, they can see their profile. They can see a smaller overview as well, that will have just their tabs in it. And then what was the provider, Paul Lin?
Michele Izaguirre (46:46) Yeah. L, IN do.
Collette Waddell (46:49) You want me to pull it up? Connor? Yeah.
Connor Morley (46:51) If you could, there are… a lot of paulinas that it’s pulling up. Yeah.
Collette Waddell (47:04) So, this is, I’m impersonating dr Lin’s view. So, this is what it looks like as soon as they log in, it’s gonna kind of like default to this, my profile and then, you know, they have the different tabs. So it’s this like profile view is very similar to what you see. Okay. Yeah. And then if they were to select licenses, you know, okay?
Michele Izaguirre (47:34) That’s the same view. They’ll just see their existing, which is why my doctor didn’t see any of her licenses. Okay.
Collette Waddell (47:38) Perfect. Exactly. And again, like in, when you’re in my profile, you also can see it from here too, right? So it’s there’s just, a few areas I guess to get to that information similarly to like payers, like if there’s existing payer information loaded, they would see it here. And so if they click this overview, then they can see if they’re and again, they’re going to get that email that lets them know that there’s a task for them to complete. And I’m pretty sure there’s a, it’s been a minute since I’ve actually looked at the email itself. I think there’s a hyperlink that takes them directly like if they were to log in, I might be misspeaking. So don’t quote me on that, but it would, they can view, you know, any open or resolved tasks like in this overview tab? Okay?
Michele Izaguirre (48:34) Cool. Yeah, no. And I like how it’s not linking to the agreement, but they can see there that they have an agreement that’s pending. I think that’s what that was. Yes. And okay, this is just helpful because I want to start like helping doctors get these tasks up to date because it’s already like overwhelming me when I walk in, open up and there’s 100. Yes. Where was the over? Go go to the overview tab. Yeah. On the left there. So I assume like that’s the agreements that are not complete because the profile piece of it, and.
Collette Waddell (49:10) So when they click on that, it takes some, it jumps.
Michele Izaguirre (49:12) Here and then they could go down and.
Collette Waddell (49:14) Yep. And they can just kind of scroll top to bottom and address these. Oh.
Michele Izaguirre (49:20) Because they have to do what each individually got it. So he may have done two and not one.
Collette Waddell (49:27) Exactly. So if they could have done this information release authorization, then there’s that separate caqh profile authorization, and then just the agreed to update their profile if any of the information changes for any of the circumstances that’s just more of like a profile current.
Michele Izaguirre (49:47) Okay. Awesome. I do have one other question. It’s not necessarily related to tasks. It’s related to our group profiles. So our group profiles we’ve gone through. I mean, we have a few things missing but we’ve gone through and added most of the information… but it’s still showing like not a super high completion rate. And I think part of that is because we didn’t add any financial information like banking account, but we don’t do medicaid or government payers. So I just feel like that’s not relevant to our group profiles with you guys. Okay. So will that impact anything? Because I just keep getting like the weekly emails which I love, but it says like, you know, your group profiles are incomplete and I’m like, well, are they?
Collette Waddell (50:42) They’re complete for you? So just jumping back to this, I’m just, you know, mirroring an admin view now. So I don’t did you know? So if you hover over the percentage, it’ll kind of bubble up and tell you what those elements are that are missing?
Connor Morley (51:08) Colette. I think the question is if pinnacle only has commercial payers, do we, do they still need this financial information on the group profile to do group enrollments, or to do direct provider enrollments? Yeah.
Michele Izaguirre (51:29) It’s essentially all the bank account information because you guys are enrolling efts and we don’t do medicaid. So if you click on profile, yeah, and… then go into the financial info, the second tab, you see how it’s like 38 percent. Yeah. And that’s because if you scroll down like we didn’t complete any of that because I just don’t feel like it’s relevant towards us. Is there a way to like?
Michele Izaguirre (51:57) So, I the.
Collette Waddell (52:00) profile completion. And… this all and Connor, maybe, you know, in terms of, I don’t know that the team, if they were to do a group enrollment, if they’re looking for a certain percentage of completion, or are they just looking through the profile data to make sure we have what we need in order to do an enrollment for that group?
Connor Morley (52:31) It depends… let me follow up with groups specifically. I know with, practice locations don’t need to be at 100 percent, right? With groups. I think it is very dependent on the payers that you’re trying to do either group or provider enrollments with. But I just want to double check with them, you know, what payers’ bank account information would be needed with. And if it is just medicare medicaid, then I think we could either leave that blank or if they are looking for like a certain profile completion percent because for providers, when they get a request, they’re looking for a minimum of 85 percent complete to start working the request at 100 percent complete in order to actually submit the application. So if they’re looking for something like that on the group profile, then what we could do is we could just fill in some blank data just until you complete the profile. Okay?
Michele Izaguirre (53:41) I can do that too, just because and I’m not even too worried about like the enrollment piece because I’m sure if there’s something that’s missing that they need, they’ll task us, but it’s also like the emails, right? That I keep getting yep. Okay. Yeah. So just let me know. And if you, I just didn’t even think of putting fake info in there. So if you think that’s the best way to do it because they don’t really need it, then I can do that too. Yeah.
Collette Waddell (54:04) And I think that’s the takeaway here is, you know, if we’ll just get confirmation internally, if they’re looking for a profile percentage, if that’s relevant like a number, but if it’s not, then it’s almost like it’s okay. It’s always going to be 38 percent, you know, like it doesn’t it’s not going to impact anything we just want to Connor.
Collette Waddell (54:28) And I just want to confirm that our, you know, operations team is not actually looking… for that. And if they’re not, if it’s not a factor, then I think it’s we, yeah.
Connor Morley (54:44) We, we could, if it’s not a factor, we could leave it blank. Yeah, if it’s driving you crazy getting those weekly reminders as well.
Collette Waddell (54:55) And know, like… so, like if you’re looking at like a license record, there’s a way to like disable the notifications for that license record specifically, and the functionality does not exist for like a group profile, but it actually would be nice if it did actually.
Connor Morley (55:15) Go to email, go to medallion staff… and click on the drop down and then go to email preferences. Yeah.
Collette Waddell (55:29) Let’s see if there is. So.
Michele Izaguirre (55:33) Okay. So I can just turn that off. Okay? I think that’s what I’ll do because at this point, I feel like they’re as correct as I’m going to get them until someone tells me that I’m missing something.
Collette Waddell (55:42) Exactly. Yeah, I think just waiting for those tasks if that information is really needed… but we can always like circle back on this if we’ve identified that it’s a barrier, you know, in some sort of workflow process. But hopefully this helps just eliminate, the email. Okay?
Michele Izaguirre (56:04) Cool. That’s really helpful. Thank you very much. And then you’ll also confirm with me is if there’s a task that requires an update to their profile in medallion, if your team is going to make those changes, like updating the caqh password, or if we have to make the changes in the profile, so.
Collette Waddell (56:21) We, it’s always been my understanding that the, either the provider or the admin needs to make profile updates. Okay? Maybe I misunderstood what the example was caqh.
Michele Izaguirre (56:34) Logins, the caqh login was missing and we just added it in the note of the task. Okay. So like then who’s responsible for adding it into the external accounts in that provider’s profile? Yeah.
Collette Waddell (56:50) I would, I mean, okay. So yes, we will confirm, but just for the sake of like data integrity if you will. And, and one of the, one of the reasons, I just mentioned that is because in any of these chapters within like a provider’s profile, if you were to click this, you’re gonna see the user and like the change history.
Collette Waddell (57:14) And so I know that that’s you know, one thing just to be aware of. But yeah, we’ll get confirmation. I feel like it’s the provider admin, but we’ll confirm yep.
Michele Izaguirre (57:31) Okay. Cool. Thank you.
Connor Morley (57:32) And then Michelle, one thing as well. If you’re for the providers, we do have some videos and instructions that I can send you. And then they’re also available if you go into the support center and it’ll pop up that pop.
Collette Waddell (57:50) Up there’s.
Connor Morley (57:51) also, if you click on the help button in the bottom right hand side, there are a lot of faqs and login support, licensing, kind of things like that provider faqs, and we have a lot of articles, and things like that to help out as well. But I can send you some basic instructions and videos for the providers.
Michele Izaguirre (58:17) Okay. So you said support center and then go to help. Yep. Yeah. And then there’s the provider faqs. Okay? Yep… that’s perfect. Okay. All… right. Okay. Cool. That’s it. So I’ll try to get you those things, Nick by the end of the week if possible.
Connor Morley (58:39) Sounds good.
Collette Waddell (58:40) Sounds good.
Michele Izaguirre (58:42) Thanks, bye guys. Thanks.