Transcript
Max McGlothin (00:00) hey, good morning, Jack.
Jack Schell (00:05) Morning, max. How you doing?
Max McGlothin (00:09) I am doing well. I’m going to apologize. I’m not going to be on camera today. I’m actually on my patio out with a sick kid. So I wanted to make sure I touched base. So you guys stayed up. Ian should potentially be joining as well.
Jack Schell (00:25) Okay. We can give him a couple minutes and then see… if… he joins, if not you and I can go through everything and hopefully he can join us next time. Okay, sure. I… assume he’s pretty busy. Yeah. Okay. Let’s see.
Max McGlothin (01:02) I’m pinging him now too, so.
Jack Schell (01:05) Yeah. Let him know if he can’t join. I’ll send the summary and then hopefully next quarter he can join us.
Max McGlothin (01:13) Yeah, just got his email, so.
Jack Schell (01:19) Yeah.
Max McGlothin (01:21) He won’t be joining, so we can go ahead and proceed.
Jack Schell (01:25) Okay. All right. Oh… I see his email.
Jack Schell (01:29) Okay. Sounds good. All right. Let’s see… max. I was actually going to touch base with you because obviously, I want to make sure that since Ian ultimately is responsible for the contract and the partnership from an exec level at veridigm, I’d love to make sure that I’m touching base with Ian and doing a readout for him and making sure that I’m aware of what he and you both care about with regard to the partnership, so that we have success together. So definitely want to make sure that if he misses this one, that’s okay. But I want to make sure that he can join future quarterly business reviews. And just so you’re aware, I typically do have a monthly cadence with executives. But at Ian’s request, he did direct me more toward a standard quarterly review which is totally fine. And that works for me as long as he can make those. So what I was going to propose for you though is that since Ian would prefer to meet on a quarterly basis, I would love to set up a monthly touchpoint with you then where you and I can do more of a regular review thinking some of the agenda items that are included today, but also just talking high level and make sure that I’m supporting you and making your voice heard internally at medallion. And if there’s anything outside of like what you and dreamer are working on that I can champion that. And if perhaps you do need my support with anything that you and I are in touch as well. So I’m curious, would you be open to like a 30 minutes likely shorter monthly meeting with me?
Max McGlothin (03:10) Yeah, that’s fine. Okay. Yeah, I think that would be helpful.
Jack Schell (03:13) Yeah, I just want to make sure I have a regular cadence with you all and we’re talking monthly, and then it’ll be great for Ian to join us quarterly so we can get his input as well. So, with that, I’ll follow up with like a proposed monthly meeting time, unless, do you want to schedule that now while we’re together?
Max McGlothin (03:34) We can.
Jack Schell (03:36) Okay. On a monthly basis, we can look at may like typically, what’s generally like a good day for you of the week?
Max McGlothin (03:47) Tuesdays.
Jack Schell (03:48) Tuesday’s a good meeting day?
Max McGlothin (03:49) Yeah, and Tuesday is about like if you could swing it, Tuesday’s at 10 a. M is fully open each week right now.
Jack Schell (04:00) And you’re central 10 a?
Max McGlothin (04:02) M central? Yeah.
Jack Schell (04:04) Okay. Let’s see.
Max McGlothin (04:13) And then potentially the second two or the second weeks of the month seem to be free. So the second Tuesday of every month would be okay?
Jack Schell (04:28) Kind.
Max McGlothin (04:28) of ideal. So that’d be like yesterday?
Jack Schell (04:31) Yeah. Do you have any other times on Tuesdays? Available?
Max McGlothin (04:35) On Tuesdays?
Jack Schell (04:37) I can try to move the meeting I have at 10 a. M right now, but curious if you have other flexibility,
Max McGlothin (04:47) Let’s see. I do have, it looks like three o’clock central… general, like, yeah, generally would be open three o’clock central.
Jack Schell (05:02) On the second Tuesday?
Max McGlothin (05:04) Yeah. Okay.
Jack Schell (05:06) Do you mind if we move forward with that rather than the 10 a. M. Yeah.
Max McGlothin (05:11) Yeah, yeah, that’s fine. Okay?
Jack Schell (05:13) All right. I’m going to send this invite now to recur monthly… and.
Jack Schell (05:25) just so that we can get that taken care of.
Jack Schell (05:34) I will add you.
Jack Schell (05:43) Okay. All right. That’s sent. I started it on the second Tuesday. So for may that’ll be may twelfth? Yep. Cool. All right. Awesome. So since this is our first time meeting for one of these touch points, I did want to use the time to kind of have an open dialogue with you about expectations for this meeting and then also get your feedback on what I’ve prepared and what additional information you may or may not need from me or are hoping that I can bring to these meetings.
Jack Schell (06:20) So I’ll go ahead and share my screen and we can jump in and let me share with you first. Typically an agenda for these calls on a regular basis. Want to start with medallion updates. So speak with you about anything from the medallion side that’s coming down the pipeline, everything from team updates, product updates, even events if we’re going to be participating and perhaps you’ll be at the same one. So I want to make sure that we’re talking about any and all updates from the medallion side. Since this is a mutual investment in the partnership here. Then want to pause and I’ll turn it over to you and want to hear about any specific updates from the veradigm business that we should be aware of and anything that might directly impact our partnership or just what you all are looking at strategically for the upcoming months or quarters for growth at veradigm. And then we’ll go into more of the reporting and the execution readout. So looking specifically at how things are processing, then we’ll go into the consumption review. So more specifically what has been consumed, contractually, you are committed to certain volumes, make sure that looks healthy. And then with all of my clients, I do carry over an additional projects tracker. This is just so that we have a time reserve to touch base on any of our, any of our motions that we have in place that might be non standard to what you and dreamer work on an operational basis. Some things that show up here are, you know, perhaps we’re working together on an integration or perhaps we’re working on exploring new, adding new services. We’ll keep that in our projects tracker to make sure that we are moving those items forward as well. So from an agenda perspective, does this sound good to you? Yes. Okay. Awesome. So then I’ll jump right in with just some updates that I have for you today. Give you an example and kind of a feel of what this would look like, you know, as we meet on a regular basis. So first and foremost, of course, you want to level set here that you have this team in place today to support, you have myself as your account manager. I’m your executive partner here to support the partnership and make sure all things are running smoothly as well as to handle all things contractually and really represent veridigm’s needs upwards toward our leadership and executive team. Then of course, you’re working with dream on a regular basis as your operational partner. She’s your go to subject matter expert. And I know that you and her have been already working well together. So that’s great to hear. And then just for your awareness, we do have our technical solutions team. They will come in and out of our partnership at any point to help support with any data migrations that may be purchased or integration setups or what have you that might require some technical resources? Should that be required for any projects moving forward. So, of course, I know you’re well aware, well acquainted with myself and dreamer, but also just wanted to call out here as well. Dreamer and I both have our leadership who are well invested in the veradigm partnership as well. So I roll up ultimately to our head of account management, gabby and dreamer rolls up ultimately to our head of engagement management, Amy. So you may meet gabby or Amy along the way as we continue in our partnership. But you of course have the support of our leadership as well. Now with that, I also in this section want to make sure that I’m keeping you up to date with our product roadmap and where we’re investing in improving our services and our platform. So, you know, moving into 20 26, these were identified as our four core focus areas. You know, really these first three are bread and butter. They are standard table stakes reducing manual work, improving accuracy and improving turnaround times. That is ultimately why medallion exists. And so we’re going to continue to ensure that all of our investments are tying back to each of these key focus areas. And then a fourth one for this year is we’ve identified privileging services as an opportunity for us to expand and offer to our clients as well. So we are continuing to focus this year on offering additional privileging services and hospital application processes. So you’ll likely see updates from us with regard to that as well. When looking at Q1. I want to share now that we’ve wrapped Q1, just a couple of high level successes that we achieved from the payer enrollment side. We did add 35 additional online enrollment applications that can be automatically generated and filled. This was something that we’ve been investing in to help cut down on turnaround times. So we have relationships and have developed those over the years with payers to get to a place where if you’re looking to get enrolled with specific payers depending on who they are, we have their application ready and can automatically just generate that and have that filled to help turn around times on enrollments. We of course, do leverage technology and are leveraging AI in areas where appropriate. And so, we saw an 18 point three percent increase in payer follow ups that have been actually performed by AI. So that’s again helping us to be more efficient in supporting you with your enrollment work and making sure that all applications are being followed up on a regular basis. And then this last one, 100 percent of caqh credentialing bulk uploads, trackable and platform, you know, you are doing payer enrollments with us, but we do support clients with their credentialing and their delegated credentialing agreements. And so this is more pertinent to them. But of course, want to include and share that with you in terms of, you know, key wins in our product development from Q. Any questions on this?
Max McGlothin (12:26) No, no, no, it looks good. Okay.
Jack Schell (12:30) Now, as we look forward to Q2, I wanted to bring forward here what our Q2 roadmap and focus?
Max McGlothin (12:36) Actually, I did have one question on your payers that you’re doing automatic generation of enrollment tracking. Do you have a list of those payers?
Jack Schell (12:47) The payers that were doing automatic application generation? Yeah, let me see if I can get you the comprehensive list. Okay. Excellent. Thank you. For sure. Are you hoping to see if like your top payers are on that or?
Max McGlothin (13:07) Yeah. I mean, I, what I would like to do is identify where my active… I would like to basically look at what the like our total report, total pending is compared to those I’m not getting QA reports. So I don’t know if there’s errors or not. But I do have a payer like my top payers list and I just like to see which top payers are there versus which ones are dealing with resubmissions, re, enrollments, et cetera.
Jack Schell (13:48) Et cetera. Gotcha. Okay. That sounds good. Let me see if I can get you a comprehensive list of who we’ve reached this status with. Cool. OK. Thanks. Awesome. Then looking forward to Q2. What I brought forward here is really our focus around payer enrollment. Some of the outcomes that we’re trying to drive faster time to revenue through AI driven execution and also burden free provider and admin experience. So, here are two areas under each of these that we are focusing on. So automating pre submission checks to ensure application completeness, expanding coverage to increase the number of payer forms and rosters handled end to end via automation. So again, hoping that all this automation will again improve accuracy and also turnaround times. And then from the provider and admin experience side, we’re investing in, you know, essentially improving the timeline view of enrollment requests. So consolidating payer updates, actions and outstanding tasks in a timeline view to make it more intuitive to those working directly within medallion, and then also working to prevent any workflow disruptions with regards specifically to practice locations and adding clearer statuses there. So again, just wanting to continue to ensure that we are, you know, speaking the same language as our admins and that everything from a processing perspective and platform is intuitive. So I want to check in with you here and just ask, I want to make sure you’re receiving our product update emails from the medallion team. Do you know off the top of your head if you are receiving our product update emails?
Max McGlothin (15:41) I get sporadic email. I don’t know, I get about 600 emails every Monday because of… our, the parent child setup. So it’s hard to differentiate between what I am and I’m not getting, but I don’t I have not received a product update in a while at this point, that I recall.
Jack Schell (16:08) Okay. I’m just gonna, I’m forwarding one to you now.
Jack Schell (16:16) I want to make sure that you are receiving these because what I just took you through will ultimately be communicated via email from the medallion team. And I obviously can bring those forward in our touchpoints to make sure that you’re catching everything and that everything is brought to your awareness. But still want to make sure that if you are not receiving these emails that you start to, so you can always search your inbox or look out for them. So, you know, you can do that. You can check that out when you have the time but… definitely important in terms of keeping track on a weekly basis in terms of our product roadmap. Awesome. So here, this is the point in the agenda where I would love to just kind of stop and turn it over to you and speak a bit more about, you know, veridigm’s business, your growth expectations, anything that might directly impact our partnership or that we should just be aware of in terms of where, you know, veridime leadership has you focusing and, you know, in terms of what goals those tie back to for your business. So I’m curious if there’s anything that’s top of mind in terms of the next quarter or two for veridime that you might be able to share.
Max McGlothin (17:43) Yeah. I mean, we’ve got, you know, we’ve got, do have significant growth and expansion opportunities that we’re working on right now specific to medallion, a lot of what or most, the majority of what we do is with our practice fusion billing service. We’re you know, launching a new software for that service as well. I don’t believe it’s going to be launched in Q2. At this point. It’s actually it was supposed to it’s being driven back which could potentially drive additional revenue… generation and credentialing needs. From medallion’s perspective, just again if we get it, if we, when we launch this new, we’ve already launched a new software platform, but we just haven’t launched it for our billing service clients. Yet once we do align that there’s probably going to be some significant, you know, growth perspective in… that service offering. I just, I don’t have those estimations at this point just because again, it did get pushed probably to Q3 at this time. So that’s one area of, you know, expansion right now, the other.
Jack Schell (19:03) part.
Max McGlothin (19:06) To this is, we do have some legacy vendors that we’re working credentialing for us, that we would like to transition those clients to medallion and having medallion support and putting together a transition plan for that would be beneficial that needs to happen. I was hoping to start that in Q2. My, I think my big concern with or right now is just the.
Max McGlothin (19:44) Our reporting needs. If we do move these clients over, currently, we have reporting metrics that we don’t currently have with medallion from an aggregated level. And until we can get, you know, our reports squared away, I don’t see us being able to transition these clients over because we just don’t have the necessary capabilities of being able to track what we currently track today. Okay. At this, at that same point, you know, obviously we are driving additional similar to you guys, we’re focusing heavily on AI and where AI can assist us from a credentialing perspective. You know, we’re not in the credentialing business. So we’re let you know, we want to leverage medallion’s expertise in that. So we’ll be interested to see what you guys, you know, are planning to roll out in QT as far as AI initiatives go. Sure. And then, you know, that’s kind of basically where we’re at from a growth perspective for QT. I am hoping that, you know, I have a little bit more information on our billing software launch throughout QT though.
Jack Schell (21:02) Gotcha. Awesome. I appreciate that very robust and specific update. It’s definitely very helpful for me to know with regard to planning to bring those legacy vendor, those legacy cred processes over to medallion, definitely want to be able to support you with that. It sounds like ensuring that reporting is where you need it to be, is going to be the first step in that process. And so I want to see if we can hone in on what exactly it is that you need. And so maybe we should talk about that for a second. So with regard to the reporting needs that you have today is what you’re looking for from medallion consumption based reporting based on what organizations under veradigm are using, what services or is it reporting specific to the service requests that you are submitting… and working with medallion? Yeah.
Max McGlothin (22:02) It’s the service requests that we’re submitting and working with medallion. We have to do a lot of report manipulation to get aggregated data because of the parent child relationship. The majority of our analytics dashboards do not populate data in them. I’ve been told that these are being worked on but that was, you know, six to eight months ago with still no data… additional insights into our aggregated reporting. Essentially what we’re operating in a model right now which is not scalable is individual client by client basis. I can go and pull reports. But again, I have to manipulate a significant amount of data, combining a significant amount of data into various dashboards to try and get just basic credentialing data metrics. Most… of which can be what I’m being told is that most of this stuff is available in medallion but just not it’s because of a parent child relationship. And there’s no way to aggregate that data together from medallion’s side.
Jack Schell (23:19) Okay. Are these still the metrics that were shared in like a Google sheet with dreamer? Yes. But.
Max McGlothin (23:31) These are also the ones that have been like I have been working with dreamer, but there was just from a historical reference, this has been going on for roughly 16 months because all of this stuff was shared when we started the partnership in January of 25 and it has not been completed… even to this point in time. So I just, I don’t have, I don’t I also don’t have quality reporting of any kind. I can’t tell what any sort of quality metrics and quality control metrics are being run. So we don’t know what the SLA we’re not getting SLA reporting. Your, your consumption report was the first consumption report that I received since I think November of last year when we were going through contract negotiations. So those are not being supplied to us consistently. And and again, it’s just, it’s really just a point of, I have no visibility unless I go and pull a singular report out of medallion that and multiple singular reports and then try and manipulate the data around what I need to look at.
Jack Schell (24:50) Yeah. Excuse me. Sorry. Okay. I definitely hear you. With regard to consumption reporting, I can get that to you and I want, part of the reason I want to set up that monthly touchbase is because I want to do a consumption readout with you on a monthly basis. I’m have that reporting internally and I’m confident in it. It was rolled out maybe a month ago and is like fully reliable and is what we are working on getting into the platform. It’s just, it’s internal at this point. So the consumption reporting. I’m, not worried about getting to you and can get to you on, in our monthly meetings every month.
Jack Schell (25:41) And if you have something, where you are, hey, Jack. I’m going into this meeting next week, it just got put on my calendar. I need the most updated consumption report. Hit me with it. And I will get you an updated consumption report within a week. So consumption reporting is, I can, I definitely want to make sure you’re getting that more regularly. And that’s something I can handle the reporting within medallion for specifically service request reporting. When I look at, I’m sharing my screen. Now, when I’m looking at your practice fusion instance, which is your primary. These first, I’d say four reports. The reason they’re not rendering anything is as you said, because of the parent child setup that veradigm has. So, with parent child setup, we then add these additional reports. So essentially from task summary over to payer reporting. And we add those custom for those folks that are currently in a parent child setup. And this is where you would do the various service request based reporting. I definitely hear you that it is time consuming and you’re manipulating multiple reports. And it is still true that we are working on the parent child setup and reporting for our clients. We’re working on that from a more strategic level as well. We’re working on that as an offering that may be referred to as like enterprise platform setup or something of the like the initiative internally is to just improve the enterprise organization setup for the medallion platform. So that right now you go to veradigm practice fusion primary. And you have to pull these custom reports from the analytics tab. The goal is to hopefully have a true parent, a true parent account that does do all the aggregated roll up of service request reporting. Obviously, we handle a lot of service requests for a lot of clients. And there’s many that are now entering that parent child setup so that work is being done. And I’ll continue to keep you updated on when that will… become available because we likely want to move veridigm into that setup so that your reporting is cleaner.
Max McGlothin (28:13) But until.
Jack Schell (28:14) then I’ll work with you on trying to get the metrics that matter to you most. And so, which that of course, brings me to like in terms of the metrics that matter most. I have that spreadsheet that was shared with Dreama, about what… you are doing on a weekly and monthly basis and how you’re getting that data and I just want to make sure that those are still the data points that you are needing.
Max McGlothin (28:52) Apologies. I was talking on mute. Yes, those are still kind of my high level ones.
Jack Schell (28:58) I see this yep.
Max McGlothin (29:01) Those are still my high level needs based on what I’m pulling kind of today… what, you… know, I’m also tracking at this point like payer trends and by state by… client, you know, percentage… like specific client percentages, I am drilling that down by client. But again, yeah, it’s just a matter of having to pull. I mean, it takes me five, six hours to get all this completed per week. So it’s just a time consuming process that in my other vendor platforms, I did not have this issue that’s we have a, we have individual dashboards that are aggregated that show us payer state, client trends and like… overall aggregated levels at an enterprise level along with client by client specific. So, it’s just like I said, it takes about five to six hours a week to pull all this stuff together.
Jack Schell (30:17) Yeah. Well, I hear you. I’m gonna like there’s I think what I wanna do, what I will do is I wanna see what detail I myself could pull for you from a service request level and how I can roll that up based on the organization your client essentially, and see if I might be able to create some recurring cadence of reporting for service requests that will meet your needs. I do at a glance, some of the metrics and things that you are referencing. I don’t think we even report on standard for clients today. Some of them might be custom. But let me do that exploration based on this spreadsheet. If you have an updated list of data points that you’re trying to get that is not included in this spreadsheet. Just let me know while I go to work on this, so I can look into it. Okay?
Max McGlothin (31:22) Yeah, I can give you any of the updates if I have any, I’ll go back and review those.
Jack Schell (31:27) Yeah, because I also, I’ll put together what I think is helpful, but yeah, if there’s other like custom or more specific requests, then please let me know.
Max McGlothin (31:38) Okay. Yeah. I mean from a high level strategic view, what we need to see is how the program itself is doing at a whole level. So, you know, essentially what our days, you know, our aging buckets are, what our status breakdowns are. And then similarly making sure that, you know, we’re tracking at a, you know, client level, but at an enterprise level as well. Seeing how many… like essentially, what I’m trying to do is make sure that number one, I’m tracking anything that’s over 90 days and then that has been escalated so that, you know, the medallion team can make sure and work those as priority, but also be able to see trending, data so that we can, you know, make recommendations to our clients on whether, or not, you know, what, the average turnaround time is for united healthcare. Yeah. Because right now, the expectations, a lot of these clients that we deal with, these are small provider practices, they are single, you know, maybe two doctor practices. Many of them are single small business practices that have zero understanding about credentialing or truthfully insurance billing of any kind. And what we run into a lot is these clients, these providers, they have no idea. Credentialing takes 120 to 180 days. You know, for a majority of payers, they don’t know how medicare and medicaid work. They don’t know what dependencies are. And, and the, one of the major issues that we run into is medallion has no situation… in which they can reach somebody. It’s all asynchronous messaging. And these providers are asking us specific credentialing questions which we, we’re not again, we’re not a credentialing organization. They have no way of reaching anybody at medallion to get those questions answered. Dreama, does a, you know, a decent job at kind of trying to bridge that gap, but that’s only for the most escalated clients and that’s after multiple, you know, we’ve tried multiple areas, of coordination on that. So, that’s the concern right now is I can’t even give these providers that the information that they’re asking for just because the reporting is not available.
Jack Schell (34:15) Yeah. With regard, with… regard to getting directly in touch with like you’re speaking, medallion doesn’t have the ability to get directly in touch with providers that are specifically trying to get credentialed correct? Yeah. And is like, I mean, we so within the platform with how we work, of course, we’re tasking out various like requirements that need to be completed by providers. And you’re saying that the providers actually don’t go into medallion or don’t get those tasks? Oh.
Max McGlothin (34:52) No, they do it’s. These, a lot of these providers get confused by tasking and… they will start asking specific credentialing questions, like on a specific payer or a process and in just anything to do is related to credentialing, sure. And they’ll ask like, the chat bot and then it’ll either resolve the ticket where we just don’t get any resolution anyway, or… they just go back and forth with the chat bot that has no way of escalating to a live agent. Okay?
Jack Schell (35:34) I’d be interested just for the sake of time. I’m not going to drill into too much further onto that, but I would be interested to talk about that more because, you know, we want to support you with getting the work done. Obviously, we know that providers in general, even outside of veridigm are hard to get to move on specific tasks. I’d be curious what information it is that they’re trying to.
Max McGlothin (35:58) Acquire. Yeah, it could be something as simple as like Pecos access or surrogacy access oh.
Jack Schell (36:08) Because they’ve never accessed it before.
Max McGlothin (36:10) Yeah, or they’ve never given surrogacy access to again think about this. Like these providers are, some of them are straight out of medical… school, starting their first business.
Jack Schell (36:26) Okay. All right. That might be that’s a little bit that’s interesting. We should, we should revisit that. Obviously, our support is built to support with medallion specific like troubleshooting. And then we obviously have folks like Dreama who are subject matter experts that have been working in credentialing for, you know, many years. So, you know, of course, they’re not going to have access to the subject matter expert that’s Dreama that’s helping you strategically. But if we have, you know, if you have a list of providers that are being blocked for these kind of unnecessary reasons that we can help you try to move forward, but that’s interesting to hear.
Jack Schell (37:17) Okay, we do have about five minutes budgeted for the remainder of the meeting. One of the things I wanted to get to was the, you know, execution stats. As you mentioned, some of the reporting with veradigm is tricky because it is a parent child setup, but these are just some execution metrics that I want to make sure that we have a mutual pulse on, so that things are continuing to move efficiently. Some of the things that I’m looking at here just like number of enrollments that are pending, you know, customer response, so, response from veradigm, or, you know, whomever at veradigm, the average task age, this looked pretty high. And I do think that there might be some outliers that are driving this task age. And so, it might be worth reviewing that task report to see which tasks are, you know, quite old and if they need to be closed out or archived because 72 days seems quite… high. And so this was.
Max McGlothin (38:28) actually something that, and a lot of that is… sorry, a lot of that is tasks… either not being completed by providers… or they’re just, there’s a lot of open tasks out there that either were not that were just, they were done, but they just weren’t clicked on complete, got it.
Jack Schell (38:57) Okay. I wonder if there, if we have an opportunity to clean that up to better report on true task age.
Max McGlothin (39:08) Activation dates, but, the provider or somebody didn’t complete it, there’s a potential for that. Yeah. Okay. Well.
Jack Schell (39:18) I did want to highlight that as an area of opportunity. I can try to take a closer look at that with Dreama too, just to ask for her input on why we see this lagging so greatly because it doesn’t seem to be that big of an issue if you look at the furthest right data point which is turnaround time from the time and enrollments requested to the time it’s completed total business days for that in the past 12 months is 78 days.
Jack Schell (39:46) So that’s actually pretty good. So the task age doesn’t seem to be impacting that. But I do want to identify where these outliers are for these tasks. So to look at these two turnaround metrics that we were looking at, request to intake complete, just to reiterate you likely know this already. But our work, our team will not pick up work on a request until the provider has reached intake complete status. So we want to look at requested to intake complete because this is showing us how many days it’s taking for a provider to essentially complete their profile, provide all the necessary information to get the request to a workable status. So right now, it’s taking about 11 business days for providers to reach intake complete. Typically, we want to see this closer to five business days which is about which is a business week. So making sure that once something’s been requested or providers been noted to notate, notified to complete their necessary information, that hopefully it only takes them one business week, to complete the necessary information. So wanted to pull that forward. And also just highlight that as an opportunity of, if we do have expectations that we can set with your clients as they make requests for their providers, that they are communicating to their providers, you in order to get credentialed, you need to be completing this work within medallion. So that’s why we look at that. It’s because medallion can’t pick up work until the request has reached intake complete. Does that make sense? Correct?
Max McGlothin (41:39) Yeah. We’re all aligned with that. And, and again veridigm does not do any of the intake, the clients do the intake. Yeah.
Jack Schell (41:45) That’s that’s why I’m saying if there is an opportunity to set expectations with clients of, you know, hey make sure, your providers are completing this within a business week, then hopefully we can drive, that request complete time down and one.
Max McGlothin (42:02) Of the areas that we’re seeing degradation in right now is actual instances being built. So when we do a client kickoff call for credentialing purposes, we send out automated notification to the medallion. I think it’s specific to Drema to create the instance for the provider and they should be able to log in. And that should be done. What we’re being told is 72 hours we’re seeing that take a significant more amount of time. I don’t have, you know, full volume of understanding of where, the lag is right now on that. But instances are not being created within 72 hours, which is pushing out provider engagement because then we just have to, you know, if it takes a week for the instance to be created after the kickoff call, then the providers are kind of just letting it fall off their radars as well. Okay?
Jack Schell (42:59) All right. Let me, let me talk with Drema about the process there just to better understand where this 72 hour commitment came from. And then to, you know, to your point that’s a good point, of course, if the instance isn’t set up, then there’s a lag on provider engagement.
Jack Schell (43:19) So let me get with my team on that. Okay. Do you, are you providing to Drema like a forecast of number of instances or specific instances that you believe you’re going to require in the coming weeks?
Max McGlothin (43:37) No, this is, it’s happened. This is we average about one per day. Okay? So.
Jack Schell (43:44) You’re like essentially closing a new client once a day?
Max McGlothin (43:48) Yeah. I mean, for credentialing service, it’s a little bit less than that. So it’s less than one per day. But, okay, yes, that’s generally our, for our billing service clients, it’s usually one per day. So about 20 20 to 21 a month, okay?
Jack Schell (44:06) All right. That’s good context to have. Okay, I’ll get with Dreama on, the instance creation and just talk about turnaround times and tasking with her as well. I’ll bring this and make sure that, you know, we’re just staying on top of what we need to. I do want to just call out lastly before I move into consumption that this turnaround time from request to completed. Like, you know, I hear your frustrations with reporting today, but hopefully this does build confidence that over the past 12 months, we have been processing enrollment requests pretty efficiently and, you know, hopefully we can continue to drive this 78 days down. But I think that foundationally we’re in a good place and we can only go up from here.
Max McGlothin (44:58) Yeah, agreed. Yeah. And that’s, these requested to completion days are, I don’t know where you’re like how you’re getting the data. What I’m showing is we’re up. So for active open… enrollments today, we’re averaging right around 90 days. So, I don’t know if your request to completions, you know, we’re actually we’re having to also identify?
Jack Schell (45:29) Which.
Max McGlothin (45:30) credit which enrollments are actually being uploaded into medallion that providers are already credentialed with. So I assume you’re not taking into account those, but in my service request reports, I’m showing we’re hovering right around 90 days. So.
Jack Schell (45:47) In your service request reports that you pulled from medallion? Yep.
Max McGlothin (45:52) From the, yeah, from the enrollment request report. And again, I’m you know, I have to go through and so if you go to your payer reporting, well?
Jack Schell (46:02) So I’m going to PE turnaround times and then I go to request. And if I look at the past 12 months and then I want to group this by year because I want to annualize the current turnaround time average. And then I go to the bottom and I see average PE turnaround times, average request to intake complete. And I look at client owned days. Yeah… can see that intake requested didn’t take complete client owned business days. It’s it’s okay. So it’s up to 12 since I built this. And then average request to complete total business days. It’s okay. This has also gone up slightly since I built this, but so average requested to complete is 80 days, total business days, 80. Yeah.
Max McGlothin (47:01) And I do this week over week which is probably where like my numbers. So your, yours are going up based on, you know, just from the time that you pulled this to now, I do this week over week and just see this consistently increasing to where we’re fairly close to the 90 days on a week over week basis. OK?
Jack Schell (47:26) Gotcha.
Max McGlothin (47:30) Yeah. And it’s continuously just driving up right now. So we, where we started out where you’re viewing this at over the year. As as I’m viewing it basically since January till now it’s gone from like 65 days up to 90 which is where your year over year is looking at 81 days. So that’s right in the middle.
Jack Schell (47:57) I hear you for sure. Good to know too that you’re looking at like a quarterly basis. Yep. And, and that you’re actually reporting week over week? So, okay, I’ll take that into consideration for next time as well. We’re a bit over time and I do have to hop now, but, I have the consumption readout here from like the enterprise level as well. In terms of where you stand, you are over 50 percent consumed at this point with more than 50 percent of the term left. So I just want to call that out. You are progressing healthily. But if given the way that you are growing, there may become a potential need to add additional volume for services based on what you are, you know, expecting in terms of growth. And so I just wanted to set that expectation.
Max McGlothin (48:54) Okay. And we’re already over 64 percent of payer enrollments as well. Exactly now, I, my question for you with that is, and I know you have to drop, I have a significant amount of terminations coming up due to service performance… with that. One of the clients has like 282 active or the 245 active enrollments right now. Does I’m assuming if those enrollments do not proceed… or were stuck in a non active status does? And those clients term off are the, is the consumption reset? Do they pull those 245 that were requested? Because now they’re not work is not being performed on a majority of those, if they?
Jack Schell (49:49) Haven’t reached a workable status then they are not considered consumed and they’re not showing up in this report right now. If they are being worked, if they’ve reached a workable status and our specialist team has picked it up and is starting to do the work on the request, then it’s considered consumed and it is represented here and it’s not like it goes away. Okay? So to anticipate the needs with this specific client, we can, I would review whether or not they’ve passed intake complete… correct? Yeah. Okay. Yeah, yeah.
Max McGlothin (50:34) They’ve passed intake complete, but they just, yeah, they just don’t have a majority of their enrollments were not being worked in a manner that, but that’s where my SL, like my SLA report, my SLA reports would come into play. But I just, I don’t know the SLA, I don’t have SLA metrics. So.
Jack Schell (50:54) Okay. All right. Let me, let me, I have a lot of great. This is a great conversation. I appreciate your transparency, what you’ve shared also the collaboration. So let me, you know, after this call, look in additional to additional items, see what I might be able to get you for additional reporting. Yeah, there were a couple other items too that I want to follow up on as well just to make sure things are progressing. And I of course, touch base with dream on a regular basis. So I’ll get her up to speed on our conversation.
Max McGlothin (51:31) Okay. Sounds good.
Jack Schell (51:32) All right. Thanks, max.
Max McGlothin (51:35) Excellent. Thanks, shaq. I appreciate it.
Jack Schell (51:36) Yeah, of course. Talk soon.