Transcript
Cindy Craddock (00:00) hi, Jack. How are you?
Jack Schell (00:06) Hey, Cindy. How’s it going good?
Cindy Craddock (00:08) Good. I, our CFO may be joining. I invited him as optional.
Jack Schell (00:17) Okay. But.
Cindy Craddock (00:18) we can get started with that. I’m not sure if he’ll join or not just to kind of keep track of everything that’s going on.
Jack Schell (00:25) Looks like he’s here.
Cindy Craddock (00:26) Okay. Yeah, perfect. Yeah.
Jack Schell (00:29) Okay. Is he owning since Jordan left, is he kind of owning from?
Cindy Craddock (00:36) An executive level? Just kind of.
Jack Schell (00:37) A backup for me? Yeah.
Cindy Craddock (00:38) I would say so, just kind of as a backup to issues we’re having and just kind of having someone else on here as well. Yeah, there he is. Yeah.
Jack Schell (00:47) For sure. Hey, Jack. Hey, Cindy. Hi, Mike. How are you doing? I’m doing well. How are you? I’m doing well. You know, the year’s kind of flying by, but we’re here. Okay?
Mike Gierut (01:00) At least we’re doing a good part of the year.
Jack Schell (01:02) We’re doing well. Yeah. Where are you based? Mike?
Mike Gierut (01:05) I’m in Columbus, Ohio.
Jack Schell (01:07) Nice. Okay. Cool. I’m based in San Francisco, but originally from Philadelphia. So, so it’s.
Mike Gierut (01:14) summer all year round, there. You don’t have the same concerns. I.
Jack Schell (01:17) do not really. It’s like spring, San Francisco’s kind.
Mike Gierut (01:21) Of san.
Jack Schell (01:22) Francisco’s like so mild, it’s like overcast some days, and then the next day, it’s sunshine and bright. It’s rather unpredictable. Yeah. But, you know, can’t complain? No more snow really?
Mike Gierut (01:38) No snow. Yeah, but I’ll.
Jack Schell (01:39) go to the snow. I don’t mind going to the snow like going up to tahoe, but I don’t want to live where it’s snowing.
Mike Gierut (01:46) Tahoe and shoveling out of your driveway are two different things. Yeah. Yes.
Jack Schell (01:49) Yes, yes, exactly. Tahoe. Sounds great. Precisely.
Jack Schell (01:54) Awesome. Well, thank you both for making the time just to kind of set the scene here. I am, I conduct these executive syncs on a monthly basis with all of my clients. When we first set these up. Of course, I met with Jordan and in the first executive sync, I love to set the scene, take you through our standard agenda of what will be covered in these meetings. And then just get some feedback from you and make sure that we’re aligned on this agenda for the path for moving forward. And just of course have open discussion about the partnership as a whole. Of course. So if you don’t mind, I will start sharing my screen. I’ll get this agenda introduced and we can get going and start having some conversation.
Cindy Craddock (02:42) That’s it. So.
Jack Schell (02:44) First and foremost, want to start each of these meetings with some medallion updates. This is of course a partnership and so want to make sure that you’re well aware of all that we are investing in and improving our services, whether there’s team changes, product updates, or even, you know, collaborative opportunities that we want to, you know, seek your input on. Then we’ll stop and we’ll flip it over to the Arista side. Want to know about, you know, what’s going on at Arista, any strategic priorities that you all have that we should be aware of things that might impact our partnership and work we’re doing together or just, you know, operationally, anything that might be important as we continue to support you in your services with us. Then we’ll move into more of the data section of these meetings which is going to include execution readout aligned to each of the services that we perform for you. And then consumption review, which is pretty, you know, pretty straightforward readout of the services that you’ve purchased and how you’re consuming against those services to make sure that we’re in a healthy place there. And then I do have a last agenda item that kind of can be used as needed if we have any projects that are kind of non standard to the core operating procedures that we have established, I want to make sure that we’re tracking those projects and providing meaningful updates as we go along. Sometimes what this looks like is if we’re engaging in building out an API integration, if our team is working with yours, making sure that we have a status update in each of those meetings for something like that. So that’s standard agenda for these monthly exec syncs. And hopefully, does that sound solid to you all sounds?
Mike Gierut (04:27) Good. Awesome. All.
Jack Schell (04:30) Right. So I’ll go first with the medallion updates. Just for awareness. Again, we’re setting the scene here as we’re establishing these meetings, want to make sure that you are aware, you have myself as your account manager here. Really, I’m responsible for the partnership as a whole, you know, from an executive sponsorship perspective to contracts, to just making sure that you’re seeing the value in the services that you are contracted with us for. Then of course, you also have James, who is your dedicated subject matter expert. He’s your engagement manager. You’ll have regular operational meetings with James of course, to help with any service requests that are in flight and preparing for any, you know, growth or strategic initiatives that might be introduced from a, you know, credentialing licensing, et cetera, perspective. So you can think of James as your operational partner, and myself as your, you know, strategic, you know, overall partnership partner. Then for your awareness, you may meet gabby or Amy along the way. James ultimately rolls up to Amy who’s our head of engagement management. I ultimately roll up to gabby who’s our head of account management.
Mike Gierut (05:39) I have kind of like a maybe a more tactical question too. Sure when you think about how medallion typically partners with groups, like do you guys put together like a workflow? Like some sort of like swim lanes of like these are the different types of things that happen across credentialing and here’s, who’s doing? What? Like how do we best coordinate with you? And Cindy? I don’t know if this is something that you’ve been feeling. But just because I’m like a little bit newer to the relationship and like who’s doing what? Like it would be great to see like, hey, if we need to get a new, if we need to enroll with a new state or if we need to roster a new provider? Like what’s the typical workflow for us and who owns which pieces of that?
Jack Schell (06:26) Yeah, great question. I do have an overview of like standard processes and we call them kind of like the, you do we do outline of each of them?
Mike Gierut (06:39) I don’t need to review it with you. But if you had something that you could send me that like I could study on my own time. So I’m not like completely in the dark, it would be super helpful.
Jack Schell (06:48) Yeah, yeah, absolutely. I can share those overviews with you. It’s a pretty clear kind of process map of here’s, what is expected of Arista, and then here’s where the work transfers over to medallion. And then here’s the work medallion does, and then the potential collaboration required as well.
Cindy Craddock (07:09) And just along the lines of that, not to derail this whole meeting, but I’m pretty clear on how to request each of those things. But my thing which I bring up, Connor’s probably very tired of listening to me as well as James because we have meetings all the time, not Connor anymore, but James, but my problem is when I request these as I know how to do now, that’s kind of where it ends, the clarity on now, what, and is it a person? Is it a bot and me putting in my like, hey, where are we at now? And not getting clarity on where we’re at now? And that’s the part I don’t have a lot of guidance on. And I think, you know, you guys have heard my feedback and maybe that’s something you’re working on like is that a person that can be added to this that I meet with weekly and like, hey, we’re going to run down each of your, you know, pay your enrollments and where we’re at on each of these because the little lingo and the like blocked depending this waiting on this and like waiting on what like that’s?
Cindy Craddock (08:02) Where I struggle because I have a lot of requests and like 24 pay requests. And I click the little like, hey, where are we at? And I get like these bots talking in circles about, we understand you want to know where you’re at and we’re going to submit this and we’ll follow up. And then the follow up’s a bot. And so that’s what if there’s any more like very clear.
Jack Schell (08:22) It sounds like, yeah, yeah. So James is definitely your go to person for getting, you know, request insight and continuing to have requests updates in your meetings with James. You can definitely make sure that you’re doing the status updates of each of the types of requests that you’re submitting he.
Cindy Craddock (08:41) Has to go to someone else though. Yeah, that’s my question. Is there someone else that at this point in our relationship? It makes sense for me to meet with someone that’s a human that knows the answer on the call. Because every call, everyone has to go back to someone else and get back to me. So I feel like nothing’s ever really like addressed during the call. And maybe that’s not something you have just while we’re talking about who handles what? I wonder if that for the capacity we’re using right now, if it makes sense to have a payr enrollment manager specialist, whatever you want to call them?
Jack Schell (09:10) Is there someone? Yeah, I mean James should definitely be that subject matter expert with you to ensuring that the platform is being you’re using, you know, how to use the platform and that the services are being delivered. What I can say is that James does work with you are leveraging licensing payer enrollment and credentialing with medallion. And so there is a licensing specialist team that’s performing the work. There’s, a payer enrollment specialist team that’s performing that work. And there’s a credentialing specialist team that’s performing credentialing work. And so he does, it does require him to collaborate with those specific teams on the various requests. So, you know, he should likely when he’s referring to, you know, going back to our team, it’s probably just him sitting down with the specialists to be like to review the specific requests to get you any more specific answers than process that you might be requesting. Okay? And then hopefully he’s reading that back to you in terms of what his findings are, so that can be an expectation moving forward. Got it. I obviously work closely with James and can meet with him to talk about how these updates are being provided. But those meetings with him are a great opportunity to talk through in flight requests.
Jack Schell (10:43) Got it. Do you feel like you are getting what you need? I?
Cindy Craddock (10:47) Mean, we do, I’ve taught, like I said, I meet with him, I met with him and I, we go over all this. It’s just he has to go back to the team and then we wait till the next call and like see where we’re at. And like, so I just feel like, yeah, there’s just some improvements and I think part of the problem is you just don’t you don’t have in place some of the things we’d like to see. And so maybe that just comes which I give them all, my thoughts on that too. Yeah, like an example being you can’t just log in. And the only information you have as a source of truth is what I tell you instead of you giving me the answer, I have to give your platform the answer first. Like licensing, for example, I want to know every provider that I have that has a Texas license active. The only way your application is going to tell me that is if I already told you or the provider already told you, they have one, you don’t have the capability to query every Texas MD license for each provider and that’s super important.
Jack Schell (11:42) Yeah. Well, no, that’s yeah, that’s part of that’s why that’s part of implementation is to input existing licenses so that we do know.
Jack Schell (11:55) Yeah.
Cindy Craddock (11:55) But so, yeah, yeah, I see what you’re saying. But like other platforms we use, they have an API connection. So they query every license this provider has. They don’t only rely on caqh of what the provider said, we know, because some providers like I don’t know, I have 50. I might have forgot one. Well then I’m excluding them from maybe a line of service because I’m like they don’t have a license in that state. So that’s just a product improvement request that I’ve submitted. So to.
Jack Schell (12:21) Have more verification sources and integrations with those verification sources. Yeah.
Cindy Craddock (12:27) Like, yeah.
Jack Schell (12:28) Instead.
Cindy Craddock (12:28) Of only relying on caqh, which some of our providers don’t even have having a little bit more integration with other sources as a source of truth?
Jack Schell (12:39) Yeah. And I do know that that’s something that the team has perceived feedback on. And I know you worked with, I believe, it was Scott in the pre sales process who actually has also provided that feedback internally. So, it is on our tech team’s roadmap in terms of finding additional integrations with verification, additional verification sources. But yeah, ultimately, with regard to like existing licenses, it is something that we would need to know from, you know, implementation, what existing licenses are there? So that we can track things like upcoming expirables, et cetera. Yeah. And then the state’s state requirements via licensing. They vary greatly. So each state has requirements for, you know, different requirements that come up at different times. So it is obviously a very nuanced process and tedious. Which is ultimately why medallion does exist. And so continuing to provide your feedback is a priority of mine. I’m curious with regard to the questions that you find yourself asking James a lot is, are there common themes to what questions you’re typically asking?
Cindy Craddock (13:59) We just have to wait for a follow up. For instance, one of these providers, I queried his licenses. I’m like we want to use him for a project. I’m like, dang, he doesn’t have a Tennessee license, but then I was like, I feel like he did. So I used all my other sources and sleuthing went to the Tennessee state medical board website and I was like, he does have one.
Cindy Craddock (14:18) His caqh account is linked. I don’t know why I didn’t pick that up. So he’s like, hey here’s, I have 50 licenses here. They are the state, the date I got it, the date it expires. So we were told we didn’t have to upload the actual physical license. Like that’s just above and beyond. If I tell you, I know he has a Tennessee license here’s, the license number. I feel like your platform should take it from there and like verify, yep here’s. The license. You can’t even add those states without me finding and actually uploading his original certificate. Like that’s a roadblock. So now, I have all these random doctors that I did find out that have extra state licenses and they’re frustrated because they don’t they’re like, I don’t know. I got that in 1979. I don’t know where my license is. Like I’m telling you I have one.
Cindy Craddock (14:59) So that’s like a huge roadblock, which I did bring up because I’m like this is, I need to know this now, I need to put these licenses in and,
Jack Schell (15:06) because we require the document, yes, and.
Cindy Craddock (15:10) They said you shouldn’t require the document. Well, I’m sharing my screen. It’s requiring the document. So now, what? So now that’s been brought back that’s just like one example, like I need a quick shoot that shouldn’t work that way. Or actually I was wrong, it does require a document that just seems to me like we’re paying so much for this platform. And these are the things. If I tell you hey, I know they have a Tennessee license, please go find it for me. Like if I have to do all of that legwork and then upload it to your platform, like why do I need to even like, you know, what I’m saying? Like the only information that’s available is what I’m telling you and I want it to be reversed. I want me to give you a little bit and you do all the busy work. And your platform tells me like, yes, you’re right? They have a Tennessee license. It expires on this date. Here’s. The picture of it perfect. And right now, I don’t have that. So that just seems like a big gap in what we need. Does that make sense? It?
Jack Schell (15:59) Makes sense? It’s just not what we’re set up to do. And we do require that data input and that data import in order to have that historical accurate data such as existing licenses… our team’s not doing necessarily that research element that you are asking.
Jack Schell (16:30) In terms of having additional verification integrations, that is something we’re exploring and that is possible. And I can keep you updated on how that develops. But if we’re not, if we don’t have in system, the license history, then the license history is not going to be in medallion. So.
Cindy Craddock (16:50) Just to be clear, if I have a provider who is not willing to go find 50 of his state license, actual documentation of his license and manually upload all of those himself or send all 50 to me to then manually upload they’re not going to be documented in your system whatsoever. That’s what has to happen manually from either the provider into caqh and pulled over or himself or to me. Am I correct in you can’t just at least put in the license number and the expiration date and the state. And then you.
Jack Schell (17:21) Should send it back. I will ask if there’s I will ask if there’s a potential workaround for not requiring things such as the document or if there’s a workaround for identifying… but we would be talking about various potential workarounds. So I’ll ask.
Cindy Craddock (17:36) Essentially just the license itself, not just the information that’s on it, but the actual license. Because when we did the implementation thing because we had to take all 279 providers and manually upload all that they’re like you don’t need to do the document, just put in the state, the license number so that’s what we did but, or what we were planning to do, but it doesn’t actually work that way.
Jack Schell (17:54) I guess, so then was there a specific request where the, that you submitted, where the document was required? Such as like a pay enrollment request or a credentialing file needed to be prepared? Was there a specific request associated with the document requested? Well?
Cindy Craddock (18:11) I’m trying to make my provider’s files accurate. So again, when we say, hey, we have a new line of business. I need four cardiologists that have a Tennessee license. I need to be able to log in a medallion filter by my specialist and be like, hey here’s four. So I know one doesn’t have accurate license information because he has 50 licenses. He’s not willing to input all 50 himself. And so he’s like here, here’s, my list of all the states when I have, you know. And so now, I’m trying to, for him go in and upload every 50 states license, but it wants the actual document. How do you find those?
Cindy Craddock (18:46) How do you find those? I would have to go to every single, I guess state website portal individually, and find the license and download it and then upload it like.
Jack Schell (18:58) Were they, were they not in your previous system… no?
Cindy Craddock (19:03) No, it was all automated. It was all automated like whenever, if we would just tell them a, it would pull every license the provider had. Even if it wasn’t integrated with a state, it would at least give you a license number. So, you knew, like, okay, we don’t have API with Georgia, but at least, you know, on those kind of one off states, you could go to Georgia and at least find it yourself for your PSB. The rest of them, you would just click the little three dots like your system does, in the basically your system does this but only if I’m putting them through credentialing, not as like a just adding a new one to your platform. So, I know you have the capability. It’s just like tech. Do I need to say that I’m credentialing this doctor for then you’ll pull all that for us. You know what I’m saying? Like I think you have the capability. It’s just like.
Jack Schell (19:43) Let me research with the team. If there’s any work around here so that you can populate all the historical data. That is something that we would typically collect to make visible in medallion so that you knew and had visibility to things like expirables or visibility. In the circumstance that you’re saying you have a project, you need to see who’s licensed, where like we can be the data source of truth, but we need the data put in.
Cindy Craddock (20:14) That’s the difference. I’m wanting you to go find the data. When I give you a little bit of data, I want you to get the rest of it automatically. But if I’m giving you all the information so that I can look back at what I gave you, then I don’t even need to give it to you. I’ll just look at my own little file because I already have it, but it’s like that’s what I’m trying to use your platform for to store all that. And so it’s just very manual for the providers and for myself. And we didn’t anticipate it being this manual. We really thought it was a little bit more tech advanced. So that’s kind of my frustration with the things that I need to do.
Jack Schell (20:46) Yeah, the work being completed is in terms of new license requests, renewal requests, payer, enrollment requests, credentialing requests like that service, that work and service that we’re providing is the focus of the medallion platform. In order to serve as a source of truth for your providers, across all of those services. And any work that you have or need to be completed, we need the data put into the platform, any historical data for you to be able to leverage that as like a historical source of truth. I will go to my team and just again just ask, you know, the licensing team specifically… if there’s a workaround to providing this historical data.
Cindy Craddock (21:36) Well, like if you do the, if I go to the verification tab and it’s verifying every state license. And I click the three dots and it’s actually pulling up from the state website. Why can’t that happen? If I tell you which states and what the license number is to do that on without having a picture of it? Because you’re going to send me the picture anyway. Once you verify it. Does that make sense to you? Or am I explaining it correctly? I guess that’s what I mean to ask. I.
Jack Schell (21:59) Just got crossed on that one. Everything has made sense. That example, I just got a little crossed on it. So.
Cindy Craddock (22:04) You know, how you go into your provider and it says verification and you go down to licenses and every single license there is getting verified automatically because you at least have the license number. You’re not only being able to verify that because I sent you a picture of it, it’s surely based on the state, the number, you know, what I’m saying like that’s, are you having to like? So I know you’re verifying it. And then in that verification, I can click and actually pull up that you supplied to me the license. So whatever’s making that happen, I feel like it’s obviously, you have a capability of that. But right now, the blocker is you want me to upload the actual license instead of just be able to tell you that they have one in the number. And so like we had another provider that she’s like I only, she only thought we needed to know about her Florida license. So credentialed her, I have in the system that she filled out. She only has a Florida license. Well, it turns out she has Tennessee, but she didn’t know we cared about Tennessee. Well, we do care. So now I just want to be able to put, she has Tennessee too, verify that, but we’ll have to go back. And yeah, I.
Mike Gierut (23:09) Guess just from the outside looking in here, it sounds like Jack, maybe what Cindy’s asking, is there some like connections like data feeds that you’re getting from individual states that help pull information back, right? Like if a provider’s already given us permission to research their specific licensure, like does medallion pull back where that provider like based on state websites is licensed… or not? Or are we just, is it only information coming from us, right? Like what’s the source of truth or is there another source of truth?
Jack Schell (23:46) Right. And so, and,
Cindy Craddock (23:48) I don’t want to go in a rabbit hole but I can probably show you a screen that might make help, but we can do this later because I don’t want to derail.
Jack Schell (23:55) it. But so ultimately, essentially, what would be, an… ideal scenario for you would be we complete the verification or the license verifications for a particular provider. But then that verification also results in populating that license information in medallion and.
Cindy Craddock (24:17) it already does.
Jack Schell (24:18) So, so what is what’s the ideal missing link that?
Cindy Craddock (24:24) You are me having to upload the actual license. When once I do that, you’re going to go find it yourself and show it to me separately from the website from that state portal. And so,
Jack Schell (24:36) that’s why my, that was where my question came from before is where are you getting prompted for the document that’s creating the holdup?
Cindy Craddock (24:44) Right. When you go to licenses and you click existing and you click add existing license, it says upload file and it won’t let you go. It won’t let you go forward without that. Okay. All right. It asks for the type, the state, the permanent imlc, license number, issue, date, expiration date. I have all that I’m happy to put.
Jack Schell (25:03) That in, you have all that you just don’t have the document?
Cindy Craddock (25:05) And then what’s going to happen when I put that all in, regardless whether I upload the file or not. You guys are then going to verify and show me the file that you found anyway. So, do you see how that’s just like a huge ask that’s not necessary. That’s the roadblock step right there?
Jack Schell (25:21) Yes. Let me that’s thank you for the.
Cindy Craddock (25:26) Specific. Sorry, I feel like I’m beating a dead horse, but I feel like I wasn’t explaining myself in entirety.
Jack Schell (25:32) No, no, no, that’s okay. And it’s all helpful. The specific blocker, the specific request would be to eliminate the requirement to upload a document. Yes. Okay. I will ask my team if there is a workaround that… will allow you to input historical license information without requiring a document?
Cindy Craddock (25:58) Perfect. Yes, thank you. Yes.
Jack Schell (26:01) If there’s and if there is not a workaround, the feedback then becomes we need a workaround or we need product to revisit this requirement. Yeah.
Cindy Craddock (26:12) Because you’re going to verify and show me that exact license anyway that you’re going to go find that’s the whole premise of your platform and what you already do.
Jack Schell (26:20) So,
Cindy Craddock (26:20) why show you what I have? When you’re going to be like, it doesn’t matter. I got to verify it myself anyway.
Jack Schell (26:25) Yep, of the monitor. Yep. Heard. Okay. That makes sense. And that is a direct ask I can make and I have follow up questions for my team if there is not a workaround?
Cindy Craddock (26:41) Thank you. Yeah.
Jack Schell (26:43) Of course… other than that specific scenario, when it comes to the visibility to requests that you’re referring to, where you feel like you don’t really have the visibility you need into where requests are standing. Is that because of the notes being unclear, the tasks being unclear or not getting task notifications kind of all?
Cindy Craddock (27:14) Of it and I have gone over this in detail with Connor and then also with James and they agree and they say that that’s getting worked on. So that’s why I thought maybe it would be handy if there was like a human that could just run these down and be like high level updates and what it actually means and where we’re actually because then I’m going to like the CMS website in pico and I’m trying to say, did the application go through? And it’ll just say like picked up and assigned to self. Okay. Well, that was a month and a half ago. So now, what like, and maybe the answer is we’re waiting on medicare, we can’t go any further but I just don’t and I even have, we have another credentialing consultant, a couple of ladies that we’ve hired just to help me like consulting. And I had them like, can you, you’re like very well versed in this, please log in, see where we’re at with everything. And like they’re like, I have no idea. That is so confusing. I have no idea where they’re at with anything. And I’m like, okay. Well, it’s not just me then they do this day in and day out. So, but I have given that feedback. And so I think James has taken that to whoever and hopefully it’s getting worked on. But that’s why I thought maybe a human element like let’s exclude all the notes that are talking in circles and the bot answers. And just like get a human that can just Bam. And here we are, you know, California, Texas, Nevada. This is where we’re at. This is what I need from you because I check the tasks all the time and like, I have no, no admin tasks. I had one and it… seems like something’s wrong with the medical. Our practice owner messaged me and said this doesn’t seem right. So I left a note, but I haven’t heard back from your people, which it was just yesterday. So, okay.
Jack Schell (28:49) Are these specific to any one service?
Cindy Craddock (28:53) Licensing pay?
Jack Schell (28:54) Enrollment?
Cindy Craddock (28:54) Credentialing mostly, well, a little bit of all, I think licensing is a little more clear pay. Enrollment is really fuzzy.
Jack Schell (29:01) Okay. So if I go to your enrollment requests in platform and start to look at some of your open requests? Yeah, it’ll be like when I go to the tasks and the notes, it’s not going to be clear where in process it is.
Cindy Craddock (29:20) Correct, correct? It’ll,
Jack Schell (29:23) say, like, do you want to provide me with a provider enrollment example?
Cindy Craddock (29:26) Let’s do.
Cindy Craddock (29:33) Like Georgia… let’s see, is it the one that just says I have to go through these? Let’s see?
Jack Schell (29:44) Medicare, are you talking about a group enrollment or?
Cindy Craddock (29:47) It’s the payer, the provider enrollment I understand is contingent upon group enrollment. So, primarily, I’m focused on group enrollment. Okay? Like medicare and.
Jack Schell (29:57) they’re new group enrollments, not group revalidations, correct?
Cindy Craddock (30:02) Yeah, they’re brand new group enrollments. Yeah, I’m just trying to go through there’s such a long list here, so.
Jack Schell (30:08) I see that. Do you want to share your screen? Sure?
Cindy Craddock (30:12) Yeah, I can share my screen. Sorry, I don’t mean, I know you probably have a different agenda, but these are just like high priority items for, can you see my screen?
Jack Schell (30:22) It’s loading? Okay. Let’s see, can you go to the top, please… enrollment requests? And then can you do group show requests for group? And I believe you have eight yep?
Jack Schell (30:47) And then you’re on needs attention. So if you click on all eight.
Jack Schell (30:56) And there’s one of these that we can use as an example where it’s unclear where it’s at. Yeah.
Cindy Craddock (31:01) I haven’t looked at these today since we talked last. I put in, I was on with James and we did the message, the note section and he was going to reach out to them. So this one says block we’ll use it for… this is humana. So the humana, ones, I know we have to be enrolled in medicare first. So, let me just try to find one and see. So these are just the like… for instance, like I had to and I don’t know what the timeline is. Maybe I have an unrealistic expectation on timelines, but like there was a lot of these that just said assigning to myself and it was like some of them were like a month old, and I was like, at what point then, is the next step happen? Like is that just a, we haven’t got around to it yet, and that maybe is the case. I don’t know what? I guess what the timeline expectation is.
Jack Schell (31:54) Yeah. I mean, payer enrollments can payer enrollment in general, takes a long time. Like it can take 60 to 90 days.
Cindy Craddock (32:04) Yeah, some of these were from January.
Jack Schell (32:06) To get enrolled with. I mean 60 to 90 days is good… but.
Cindy Craddock (32:12) I need more than just a long time when Mike says, hey, where are we at with Texas medicare enrollment? I can’t just say it takes a long. I need to say it’s a 60 to 90 day process.
Jack Schell (32:23) I’m not implying that is, I’m just, I want to make sure that we have the same expectation that like payer enrollment, you know, 90 to 120 days is honestly standard 60 to 90 days is great. Good for sure. And so our team is, when an, it looks like for this specific example that you have up, we’re currently in it’s currently with our application team, which means our team is preparing the application based on the specific state or payer requirements. So the application is being worked on. Once the application is submitted, you’ll get a notification that the application’s been submitted. And once the application’s been submitted, our team follows up with a target of a two of following up every two weeks and we follow up via multiple methods depending on which method is best dependent on the payer or state, what have you depending on the service. So, right. Okay. Here’s a.
Cindy Craddock (33:22) Good example. It was from February. So we’re over two months in we’re over 60 days in and I know you said 60 to ninety’s good. But like do you see where nothing happened? Like from here to here? It was a month and I, all of these little happenings is me on a call with James or Connor saying, hey, like now what it’s been a month? Is it just like you guys haven’t got to it. So these are kind of some of the different little things random like computer crashed. And then I’m like, okay. Well, now, what, like there’s no next step. And so this.
Jack Schell (33:52) is for California this?
Cindy Craddock (33:53) Happened. So you can see from 227 to 319. The only reason this now says assigned to submit is because I had to say like, hey, nothing’s happened since then. Now, what? So that’s where I just feel like and they said they’ve gotten a lot of that feedback because it just, it says it’s blocked now. So like again, I’m like and it’s blocked and it has a provider’s name. So it’s just not clear to me like, is it blocked? Because I need to have this provider do something? This is our group enrollment. So I don’t know.
Cindy Craddock (34:21) And then, you know, it’s this isn’t just like one ask, I have these for all the different medicare and then all the different humana. So I’m just like going through these every day. And at the end of the day, I’m like, I don’t know where we’re at. I just feel like there’s no clarity. So that’s you know, just to ask as far as like product improvements. And this is like a little bit more clarity in this and I understand you submit an application. It takes 60 to 90 days for medicare to respond. Maybe just having something application submitted on this date, you know, expect a 60 to 90 day delay or response time or just something. So you’re like, okay, I know where I’m at with that. And on here, it’s just kind of, you know, it says it’s blocked and I still don’t know on this one, to be honest with you, what is blocked? Is it blocked? Because you need something from me? Or, and it just has.
Cindy Craddock (35:09) And these are just like little one offs, but just, I don’t mean to sound frustrated.
Jack Schell (35:14) It says it’s pending a dependency.
Cindy Craddock (35:21) Which means it… says,
Jack Schell (35:24) it’s blocked by another request. So another request needs to be completed first before this one can be completed.
Cindy Craddock (35:32) See, the last thing here is surrogacy approved assigning to submit, but don’t we have to be enrolled as a practice before we even add this provider on. I don’t know, I don’t know, I don’t know the answer that’s why I was hoping. Well.
Jack Schell (35:49) We’re looking at the group enrollment. Yeah.
Cindy Craddock (35:52) If they’re this is the group enrollment. So, and part of this is like that was the plus side too with you guys, you have people that know the answers to this. Like the reason is you have to do this first. Sometimes I don’t know like you said that like it’s common sense that it’s blocked because of a dependency. I don’t know what that means. And what does that mean? I need to do something like what is that? So that’s what I was hoping.
Cindy Craddock (36:22) And then some of the things that are blocked is like, okay, if we’re waiting on her to be enrolled? Well, I’ve asked you guys to enroll her. So what do… you know what I’m saying? Like I,
Jack Schell (36:32) don’t know, sorry for we.
Cindy Craddock (36:33) Can move on what?
Jack Schell (36:33) Was that one?
Cindy Craddock (36:35) Just in regards to, if this process is blocked because of this, is, that makes me think I’m the blocker, I need to do something with this provider, but it sounds like it’s blocked because she’s not enrolled in California medicare, which I have asked you guys to enroll her in California medicare. Okay?
Jack Schell (36:54) So, is there a request then that I assume for Anne Marie?
Cindy Craddock (37:00) Well, how would they pick her name out of it if I didn’t how would they know that she’s the one blocker out of all of our specialists if she wasn’t already requested to be enrolled? I’m just.
Jack Schell (37:13) Going through it. Yeah.
Cindy Craddock (37:17) It’s right here is the request for her. And so then you click on this request. Oh, sorry, let me go back. So if the blocker is that she’s not enrolled, but I’ve also asked you to enroll her then.
Jack Schell (37:31) And.
Cindy Craddock (37:33) there’s you guys haven’t you guys. So just, okay, this is a great example. So, I’ve asked you to enroll us in medicare, California. You’re saying it’s blocked by a dependency. The dependency is this provider hasn’t been enrolled. I’ve also at the same time requested her to be enrolled, but you guys haven’t touched it. And I requested this two months ago over two months ago. So what… is the solution for this? Like? I feel like we’re not getting anywhere with it and I don’t know maybe it is my fault, but there’s like no notes.
Jack Schell (38:08) Her profile is zero percent complete. We can’t work a request until a provider has reached intake complete, and there’s zero. Sorry, it’s 31 percent complete. So it’s not, you know, her profile is not in a workable status.
Cindy Craddock (38:27) Okay. And it says that on here, where would I know that, that’s the reason nothing’s been done?
Jack Schell (38:32) Because intake complete is not complete. So, see the request activity?
Cindy Craddock (38:39) I just see dashes here.
Jack Schell (38:41) Exactly. Nothing’s been completed. So once intake complete is complete, something will show up. So, a requested status is just that the request has been submitted, nothing else has happened.
Cindy Craddock (38:57) So, you’re not going to?
Jack Schell (38:57) Put a note down. And the first thing that happens after a request is the provider needs to go through intake, which means they need to provide us with the required data and information in order to put together an application for them.
Cindy Craddock (39:11) And so it typically won’t say, you know, this request is waiting for X y and Z from the provider because I had no idea I could reach out to her and say, hey, we need, but I have zero idea there’s zero.
Jack Schell (39:23) Yeah. If you go to her profile, let me.
Cindy Craddock (39:27) Go to provider tasks. She doesn’t have any tasks in here. So, how would I like, I’ve been following up on these providers because I know they have tasks they haven’t done. How come she doesn’t have a task… if we request stuff from her?
Jack Schell (39:41) Profile completion isn’t tasked out that’s not a task that’s to get a profile set up in medallion. So it’s not part of tasks. Tasks are associated with requests. And so there’s no request for the profile completion because there’s no work being completed yet because the profile’s not there.
Cindy Craddock (40:04) I think if we don’t ask them to complete it, they’re never going to, they’re not going to know they need to do this and no one. And I sure don’t know cause it doesn’t there’s nothing. Nothing in here says we need you to do this so we can proceed. And, that’s my problem. That’s my like thing that’s the piece I think is missing. It needs to be like, and then also along those lines, it was like a gray area like they need, it needs to be about 72 percent. But like a lot of the things when I pulled those up one by one, there was a lot of optional stuff. So I feel like… giving a random percent. But anyway, yeah, that’s there’s a lot that aren’t because I had a lot of providers start to quit me because they were like, I’m not going in here and filling out, going down to the basement and looking for my test results from 19. Like there was a lot of that. So we paused requiring full stuff. But when we do need it, is there not a way to like send tasks to the provider to say, hey, you need to complete your profile so that we can pay enrollment?
Jack Schell (41:02) I just, it looks like Anne Marie was never even invited to medallion.
Cindy Craddock (41:08) She should have been, so.
Jack Schell (41:10) If you go to members on the left and then… search for Anne Marie on name… where’s the search bar right on the name column?
Jack Schell (41:30) Oh, that little thing right there… I.
Cindy Craddock (41:34) Mean, it’s she’s obviously in here. I wouldn’t have been able to request you to get her enrolled. Yeah.
Jack Schell (41:39) But we won’t, we can’t do work until. So if you go back please, yeah, I,
Cindy Craddock (41:47) see where it says not invited, but this is where we sent that whole spreadsheet of everyone that needs uploaded into here. So then I, am I supposed to go through each one and manually have to send them an invite? Or is that not well?
Jack Schell (41:58) Did we stop invites at a certain point? Because I believe that we did, didn’t we stop invites. We.
Cindy Craddock (42:04) Changed the requirement of how much information they had to supply. We switched, you know, it was asking every single provider on our entire roster to give every single piece of information that they ever might need for a payer enrollment or a state license. And yeah, that’s not what we needed. So we stopped, changed how much information we need to just get them active in here and not necessary. Yeah.
Jack Schell (42:29) I remember when we.
Cindy Craddock (42:30) I remember when we changed it to service based requests. Yeah. So then when we do need them to have more information, like in this instance, when I request that through you, it doesn’t automatically prompt them to then give the information you need.
Jack Schell (42:44) No, you need to invite them to the platform. If you want them to complete their profiles. If you don’t invite them, then the assumption is the admin’s completing the profile.
Cindy Craddock (42:54) Yeah, that’s not very clear. Like if I’ve asked you if, okay. So.
Cindy Craddock (43:03) Yeah. Okay. This is rough to say the least. So if I’m… requesting payer enrollment for her in the state of California for medicare, it asks who’s doing the work I select, medallion if you can’t do that work? Because whatever X y and Z… I feel like why wouldn’t that include sending the request to the provider? Like, hey, we’ve been asked to enroll you. This is what we need. We need you to finish your profile or at least tell me, hey, the reason we haven’t started this is I need your because you have, it took you a little bit to figure out the problem there and I for sure didn’t see that there was dashes and it should have said something else. So… I think we just have a lot to do on making this a little smoother and so that we are all on the same page and we know what the blockers are that’s why I’d love if we had someone that could go through each of those pay enrollments with me, live, that knows the answer and make sure because these are all very time sensitive and California this was, I put this in over two months ago and so essentially, nothing’s being done. And I’m not aware of that. Let me raise.
Jack Schell (44:16) This to James to make sure he’s going through each of these requests with you… and that we’re identifying where work needs to be completed specifically from a provider perspective. I’ll also get with Connor on the configuration to make sure that everything’s set up right? From a provider invite perspective. When you invite a provider, they’re invited, they’re asked to complete their profile. And then we do send reminders for providers to complete their profile as well. So they get those reminders directly from us, which typically takes care of those notifications in that regard. But tasks specifically will be associated with a service request. I will do those two things. I think that… with regard to the visibility on the notes for the service requests… let’s see we’ve got how many in here?
Jack Schell (45:23) About 24 requests?
Jack Schell (45:48) All right. I have a few things to take back that I can ask the team for with regard to unblocking you on some of these and at least getting additional clarity on why something’s on hold. Yeah.
Cindy Craddock (46:01) I had no idea I could have easily if it’s not.
Jack Schell (46:03) In the notes.
Cindy Craddock (46:04) Invited her. Yeah, even.
Mike Gierut (46:08) In that document, that like with the swim lanes, right? Like just because again, like the platform is new to us, right? Like if something’s held up like what should we be expecting from medallion versus what you would be expecting from a provider or ourselves? That’s just like knowing who’s playing what role would.
Jack Schell (46:25) Be really helpful. Yeah, for sure. And in training with Connor, I’m assuming he went over request statuses.
Cindy Craddock (46:37) Right. Well… you saw the status. There was no, it just said blocked or what have you? And it had dashes. And so the one thing, yeah. Okay. Yeah. So, I know how to request though, I know how to request a license and I know how to request pay enrollment. I’ve done it a 1,000,000 times. It’s just after that, being able to know… what you need from what? Like I feel like it should have been very clear somewhere just my opinion. I know I can’t dictate how the application works. But that the reason this is never going to go further, you’re not going to get any of this stuff done because this provider needs invited that’s like a very simple. It took me one second to click that and I didn’t realize that was the problem. It just was very intuitive.
Jack Schell (47:22) Just so you know, too, there’s 56 providers in your, that are not invited. Yeah. Oh, I’m.
Cindy Craddock (47:31) okay. There probably is. But when I request something that requires them to, I’m just.
Jack Schell (47:36) I would just encourage you to review those. I don’t know if that’s because we didn’t want to invite them until work needed to be completed for them. Yes.
Cindy Craddock (47:45) Probably, so because they were very irritated at getting asked the question. So. Okay. So.
Jack Schell (47:51) Then when you have a request for a provider, I would now double check to make sure that provider’s been invited. Yeah, when you submit the request.
Cindy Craddock (48:02) For sure. And then if we could ask if that can be kind of like a standard, obviously that has to happen. So if your team gets a request and they know that that’s missing if they can send me a task or well.
Jack Schell (48:16) That’s the status for requested. If something’s sitting in requested, it means that the provider hasn’t completed their profile yet. So if the provider hasn’t completed their profile, then we should review whether or not they’ve even been invited. Okay? The requested status is just if it is not moving out of requested, then the provider likely has not completed their profile… got.
Cindy Craddock (48:42) It, some of them say unblocked but they’re still in requested status. So I… wonder what that means. You’re saying they shouldn’t show in the requested column at all and it should be considered blocked like that one. But this one says unblocked zero.
Jack Schell (48:59) Dependency, no. If the provider’s profile is not completed, it’s not necessarily blocked. It’s just never even been started. It’s just sitting in requested because there’s no provider detail to work with. Okay. And then our specialist team doesn’t pick up the service request until it reaches the status of intake complete. When you see something in intake complete, then, you know, the provider’s set up and our team can start working the request. So I’m… going to show you this… with each of the execution readouts that I have. I also link to all the status requests for each of the types of requests that you submit. So we’ve got licensing payer, enrollment and credentialing, I would definitely bookmark the statuses from the help center… to reference back to… got it. And then I will also provide the like overview process maps of like the, you do we do of these things so that that’s clear and we can even review those together. If you’d like… okay… I want this to be easy for you. I want this to me too, you know, get better. I, you know, I think it’s just maybe more training and then also the feedback that you’ve given that I can take back with regard to some of the workflows particularly where you’re being required to upload the license. I just want to better understand why we have that as a requirement and why we can’t skip it.
Mike Gierut (51:01) And maybe.
Jack Schell (51:03) There is a workaround so that you can get the historical in there. I’ll send the deck that I prepared, and then our, this next executive sync is scheduled for may fifth. I’m going to be out of office on may fifth. So I’m going to have to reschedule that one if you want to meet again next week or in two weeks, I’m… happy to meet again to keep going on some of the other content but I’ll send it over via email.
Cindy Craddock (51:37) Sounds great. Maybe a couple of weeks. Well, I just invited three providers that were to complete their profile. So hopefully that’ll move things along now that I know that… and we’ll go from there. Yeah.
Jack Schell (51:53) Part of my follow up will be getting with James to summarize what we reviewed so that he knows what we reviewed. Yeah, since he is to own those things. Yes. And then I will also just confirm a couple of setup items with Connor if they become relevant… perfect… anything else before we hop here?
Cindy Craddock (52:24) I don’t think I have anything else right now. Mike, do you have anything?
Mike Gierut (52:29) No, it’s just, yeah, the jackets, the more support that we can get to make sure that this is like going smoothly. We’re also going to be onboarding a credentialing specialist over the next month or so, getting us set up and like running in the right direction would be great. And obviously, you’re not the one that’s helping like log the requests and move this from a to Z. So like getting us connected with like a support team member that like knows all the steps and can help us like document the process or like I was asking for like an already documented process so that the user knows exactly what we’re supposed to be able to do. So we’re not left waiting would.
Jack Schell (53:09) Be great. Yeah, of course. All right. I’ve got my action items and I appreciate the time. I hope that you have a great rest of your week and weekend.
Cindy Craddock (53:20) Thanks, Jeff. I’ll talk to you later. Bye.