Transcript
Rheta Larson (00:00) hi, there. Hi, Steph. How are you doing? I’m.
Steph Croteau (00:04) pretty good. I was expecting Brittany to already be on here. I’m sorry, I was late. I told her I was going to be late finishing my other meeting.
Rheta Larson (00:12) No, you’re good. I think she just emailed me saying she needs to restart her computer real quick. So I told her no rush, but I expect she wants to go through some of the deactivated providers list and then anything else y’all would like to chat through, happy to start there? Yeah.
Steph Croteau (00:29) You can go ahead and start there. We can get started without her that’s fine. Okay?
Rheta Larson (00:33) The one update I did want to share with you all from the medallion side is I’m sure you’ve seen the banners throughout the platform, but the support email is changing. So it did change actually as of yesterday, we’re discontinuing the use of support at medallion co, and it’s now help at medallion co. So should you need to email off platform that’s the email to use, we will no longer be monitoring the previous inbox. So if you see any support tickets that haven’t been answered, just flag it to me and I can jump into it.
Steph Croteau (01:02) That’s a massive change for your organization. Now. I’m curious what prompted that?
Rheta Larson (01:08) I honestly am not sure what the change was from support to help. I can inquire, I think people assumed it was help medallion. So they may have been just emailing the wrong ones, but if you go through the platform, it automatically goes to where it should you don’t have to. But if you’re on the platform emailing directly that’s where it would run into some issues. Okay?
Steph Croteau (01:30) No worries. I feel like our most frequent application is if we were like inquiring on some older tickets, that we would just not want to like reply all and just make sure it’s help.
Rheta Larson (01:40) Okay. Yep. All right. Let me share my screen and then we can hop into the deactivated providers list. This was the list I sent back to Brittany. I mean, she’s the one who gave me the list of the provider names here. I just want to call out quickly because these are still active in platform like they’re not actually deactivated yet to that some of them are on auto renewal and they’re still coming through. So I still see some and I’m just marking them in active every day if that happens to be the case. But are y’all, planning on deactivating these in one go? Is there something we can do additionally here to help you all? Yeah.
Steph Croteau (02:22) I feel like there was a little bit of sequencing here. So correct me if I’m not recalling it correctly. We kind of wanted you to take a peek at all these because we knew it was like a larger list and then we also needed to settle up on our own internal processes of like what information do we want to share with the providers before we deactivate them around like license numbers and logins and things like that. And then also knowing exactly what was happening when we did deactivate them. And assuming that the deactivation is most important for the auto renewal purposes like you just mentioned, but also for payment stuff, right? Like we’re not going to be charged for them any longer, right?
Rheta Larson (03:07) Yeah. Luckily, the ones that I went through aside from like a handful, I can go back and give you the list of those that were hit intake completed. I think there was like one or two, but all of these were in intake, they weren’t actioned because none of the providers are on platform anymore. I’m assuming and they just never actioned anything. So they were not consumed on y’all’s end. Okay. You won’t get charged for those. I marked them in active. So really, there’s no steps for the providers to take aside from renewing their license on their own accord. So they would just need the credentials from their platform, which I listed here who had credentials I can use like Erica benes is the example, can?
Steph Croteau (03:54) You also give me access to that doc? I had to request access?
Rheta Larson (03:58) Sure. Yeah. Let me see. On this one. This was see like you can see here. She has all of these state licensure credentials… that we’ve stored. So I just wanted to call this out like this is the handful of providers who potentially had some of these items. Okay? But that would be up to you all on how you see fit to give them that information. Are they still on platform?
Steph Croteau (04:35) No, a lot of these are like in varying kind of states like some of them. It’s like we gave them an offer and then they actually didn’t even do a training shift. So they all have like slightly different flavors to them. Okay? So, yeah, it probably will be helpful for us to maybe do the deactivation. Can we do the deactivation or that’s a you thing only you can?
Rheta Larson (04:59) Do that? So, what I was showing Brittany, I think last time or both of y’all, if you go to the members section here and then just pull up that clinician, then you’ll be able to see their email and the invite status, and that’s where y’all, would just deactivate the member. But once you do that, the profile will no longer exist, they won’t be able to view anything historical. So, yeah, that’s where I would say if you all decide to have them go in one last time, do that before you revoke access or deactivate? Okay?
Steph Croteau (05:37) I’m just doing it for, on the first person on this list.
Rheta Larson (05:42) Yeah. I think some of these that have zero probably would be a good start. Yeah, nothing there. Yeah. So.
Steph Croteau (05:48) I just took care of that one. Okay? So I.
Britn (05:52) am here, I finally can get in. I’m so sorry. Hey, I was trying to join y’all, at 355. I’m sorry. Hi, I’m just gonna listen. I’m sorry, you’re.
Steph Croteau (06:02) all good. We just jumped in. Okay. So.
Steph Croteau (06:12) Brittany Rheta has given us a list which I think is the same list of like deactivated providers. And she also annotated to us like how many license requests were open and if they had any external accounts, what we were just chatting through is like, it’s pretty easy for us to deactivate providers. Like if we look at Makisha, Mcclure as an example, the top one listed there, she’s got had zero license requests and she didn’t have any external credentials. So like there’s nothing for us to like really share or do. And so for someone like that, let’s just go ahead and deactivate them. And Rheta is doing it on her screen, but it’s like those three.
Britn (06:52) Dots.
Steph Croteau (06:52) On the sidebar and just do deactivate member. So they’re out of medallion platform, nothing else is done for them. Nothing else is happening. And we also aren’t getting charged for any of their work. And then… Rheta… as far as like process wise for steps, I’m sorry, I think you’ve already told us this, but I’m going to ask you again in the future when we’re more caught up on this, which should be after this exercise, we would want to go and check any pending requests, cancel those requests first, then deactivate the member.
Rheta Larson (07:28) Right. Yeah, just only because whatever the nuances with the request, right? If it’s an initial licensure, and we’ve been working it and the provider’s like, hey, I’m no longer going to be practicing with emerald, but I want to pick up licensure and finish it out that’s where they would need to grab the credentials. We would need to flip over the email address associated with the initial licensure so they can start getting alerts and then just encourage them to grab the necessary info and platform and then basically just deactivate the provider from there. So I would say alert… request to mark them inactive. So our team is no longer working on the license requests, have them go into their profile, grab anything that they need, and then y’all can deactivate finally.
Steph Croteau (08:18) Okay. That works. Okay?
Britn (08:20) So make sure I understand that’s when we go to the actual request that a pending license or whatever we have pending for that provider, are you going to show me an example? So.
Rheta Larson (08:32) You can’t deactivate a license or mark it inactive. Like the license request. You have to inform us for that. I don’t think admins can do that. You can check, but,
Steph Croteau (08:42) oh, okay. Yeah.
Britn (08:44) That’s what I wanted to make sure of. I was like we have that control, but if not, we’ll just go right here because I counseled a couple of loqs I just wanted to see. Was it the same? I counseled a couple of requests and then they wrote me back and let me know it was canceled. I just wanted to make sure I understood that we couldn’t that we were still sending to you as if we was counseling any activity that’s going on the profile.
Rheta Larson (09:03) Yep. The way that you did it is correct. I saw some of your notes. So like any outstanding tasks you can respond to those, and then the team will handle them and mark them inactive or you can flag it to support or to myself. But y’all can’t actually like change the status to inactive. Our staff has to do that. Okay?
Britn (09:18) So, we’ll make sure everything is inactive before we deactivate the actual provider’s profile, correct?
Rheta Larson (09:25) That is my suggestion depending on the scenario. So that way, if the provider’s like, hey, I want to pick this up, they have the ability to grab whatever they need to, correct.
Britn (09:33) Okay. Cool. Okay. Thank you. Yeah, do.
Rheta Larson (09:37) Y’all, foresee this to be like an ongoing trend. And do you have like, I mean, I don’t know if this is the case for your practice. Are these just folks who are taking job opportunities elsewhere? Are they ending contracts? Is there? I would?
Steph Croteau (09:53) Say that our attrition is higher than we would have expected, and that’s attrition that we’re finding in like the first 30 days. So it’s something that’s like pretty quick. Okay. What you’re seeing here is like very much a cleanup exercise of like offers have been given. People have just been like dwelling hadn’t heard back from them. We were like, okay, we’re going to cut ties with you. So I would say ongoing, you would expect typical attrition like with any medical practice, but we have to finish this cleanup exercise first before we’re at like that steady state. Yeah.
Rheta Larson (10:25) That makes sense. And I think that’s also good to know because a lot of the times if they just haven’t accepted or haven’t actioned anything like, luckily, it hasn’t moved past intake. So y’all wouldn’t have been consumed for any reason if it didn’t hit intake completed once it goes to intake, completed that’s when it does get charged. But if anything like that falls through the cracks where it was like medallion error, we should have marked it prior or something along those lines. We can definitely ask for credit back to the account if necessary.
Britn (10:53) Okay. And you.
Steph Croteau (10:54) are mostly referring consumption of like actual requests but there is also a monthly platform fee per provider, too, right? For provider.
Rheta Larson (11:03) Seats, yeah, that’s a little different, but this is just per request that I’m referencing. Okay?
Britn (11:08) Cool.
Steph Croteau (11:11) Brittany, I’m good. On my end. If there’s anything else that you wanted to go over, no, I’m.
Britn (11:15) glad she kind of clarified that saying that if we’re going to be, of course doing it moving forward, I know, I think I’ve sent you like the drastic list that we already had, that was kind of like the old ones and like ones that we have been pinning to see what kind of steps we will take to basically move forward with this process.
Britn (11:34) So moving forward, you know, do I go ahead and just do the remaining based off the steps that you provided today or did you want me to send you? I mean, because I can follow or is it we’re going to wait till day to day? How did you want to do that? Steph?
Steph Croteau (11:49) You and I are going to do a session today or tomorrow. I want to get this checked off the to do list. Oh.
Britn (11:55) No, that’s why I’m asking because I want to get it done. That’s why I’m asking too because I’m like I don’t want to sit them.
Britn (12:00) We don’t have a lot. I sent a majority of all of the old ones. We just have that big load that we just got right now and it’s not even big. Let me not say big because that sounds extreme, but we just have the ones and theirs didn’t really move like that. So I feel like it’ll be for those since we don’t have anything. We can go ahead and deactivate those. Yeah, all the loqs that we had. So that’s just if we have any licenses that’s what we would have to do is go through those.
Rheta Larson (12:25) Yeah. All of these that I listed here have already been marked inactive. The only thing that I’m still seeing is some are trickling through because they’re on the auto renewal. So the sooner you all deactivate it will basically just turn that off, right? Or you can, if you need to wait, have the provider grab something. You can mark it in their actual existing licenses tab. Let me show you here… and on the auto renewal section. I’m just using this person as an example. They probably aren’t even a part of the list, but let’s say Marjorie is… part of that deactivated list and she’s like don’t deactivate my profile yet. I want to grab X y and Z. I would encourage y’all to just mark any of the auto renewal that’s upcoming in the next month or so. So. That way it doesn’t come through the funnel.
Britn (13:15) Okay. We will turn it off. Yeah, I.
Rheta Larson (13:17) Didn’t do that just given I don’t know how quickly y’all were going to deactivate it. But if you just deactivate them, it’s all the same. Okay. Cool. But yeah, if you go through that list and you have any questions, let me know. There was only a handful of providers who had requests and external accounts and some of them weren’t even relevant. It was like an fcbs profile.
Rheta Larson (13:36) They should already have that information like it wasn’t anything we’ve created, but you can feel free to spot, check those and offload them to how you see fit. Okay. I got my.
Britn (13:46) understanding because that’s what I wanted to make sure the external, but you already answered all those questions. You good, Steph.
Steph Croteau (13:53) Yep. I’m good. Thanks for doing this work. Thank.
Britn (13:55) You… if we need anything, I can definitely reach out to you. And also thank you for those updates. I’m receiving those emails that you fixed for me?
Rheta Larson (14:05) Oh, good. I’m glad. Okay, perfect. Yeah. If you see anything funky with any of the weekly emails, let me know because it’s always nice to just cross compare and make sure things are looking like they should. Other than that, I know there’s a lot of outstanding tasks which looks higher.
Britn (14:24) Than, yeah, they were way normal. I’ve been seeing them going down. I’ve been keeping up with them at first. They were like at six something. So we’ve been going through those this week. Okay? I.
Rheta Larson (14:35) would say, I think maybe I’ve already mentioned this to you, but at least anything that’s older than the 30 plus days, that might be a good starting point to action because as we approach the year, some of these applications may no longer be active if we’ve gotten them through for submission.
Rheta Larson (14:51) So, if there’s anything that you respond to here, the provider responds to here because you can do these on behalf of the clinician, if they’re not being responsive that pings our team to check. And then we’ll basically tell you like, hey, this application’s expired, y’all are gonna have to resubmit. Unfortunately, we don’t offer refunds there, neither does the board. So like that’s one call out like if something is expired, the boards typically don’t get refunds for those. Okay?
Britn (15:16) So we could start at basically what you’re saying is we could start at the older ones, we could work all of these to help this task go down faster. And the ones that like really no longer serve us or we don’t have any communication with this, we can remove these or basically get them the tax removed. So it wouldn’t show that number so high. Yeah, just.
Rheta Larson (15:34) Respond to them and say, like no longer needed or whatever the case is. And then that would prompt our team to action it and close the request. If it’s something you’re asking to deactivate. But like the task type here for license, this means it’s tied to a license request, right? So, I mean, we’re pretty good. I mean, we’re in April but like this one has July. So I’m just concerned with these, like typically, the applications are only valid for one year.
Britn (16:00) This one.
Rheta Larson (16:01) Wasn’t even started though because it’s an application. It just depends on the nuance of the task, right? So like you need to go through these to determine like what is missing?
Steph Croteau (16:07) Are we not able to get this essentially for free? Like these people like these two providers are ones that are terminated. So, like, is it not going to remove this stuff after we deactivate them?
Rheta Larson (16:18) No, once you deactivate them, it’ll be removed. So, yeah.
Steph Croteau (16:20) Okay. So the sequencing here, Brittany is like we got to do this termination work then?
Britn (16:24) Go.
Steph Croteau (16:25) Down and be more manageable?
Britn (16:28) Yeah. Okay. There may be.
Rheta Larson (16:29) Outstanding open tasks tied to the profile, not necessarily the request, and that’s fine. If you do activate them, they’ll.
Britn (16:36) go away. Okay. Cool. Yeah, that’s a lot. Okay. Good question, Stephanie, because I was definitely going to say, how can we get this? Okay? Cool. Alrighty. Thank you so much. If we think of anything, I’ll definitely send you an email.
Rheta Larson (16:51) Okay. Nothing else at this time?
Steph Croteau (16:53) I’m good. Thank you. Bye.
Rheta Larson (16:55) Talk to you later. Bye bye.