Transcript
Niccole Russell (00:00) hi, good morning. Morning. We’ll give it just a minute or two for Jackie and then we can get started because it looks like Charlotte declined. Yeah, she declined the last few. Does she have another meeting during this time?
Sarah Feldman (00:18) I’m not entirely certain. Okay. But I… know she doesn’t necessarily need to be with us on every single meeting. Okay. Yeah. That’s.
Niccole Russell (00:30) fine. I just wanted to make sure because if there, if we needed to find some alternate time, we could do that, but, yeah.
Sarah Feldman (00:37) Yeah. I don’t think it’s an alternative time issue. I think it’s just if she needs to be here. She’ll be here kind of sort of thing. So that.
Niccole Russell (00:46) Works.
Niccole Russell (00:50) All right. And there is, Jackie.
Niccole Russell (01:03) Hey, good morning, Jackie. Hey, good morning. All right. Let me go ahead and share my screen here.
Niccole Russell (01:17) Okay. So, for intake status, we have eight and requested, seven of those are pending the author, the provider’s signature on the authorization. So those won’t fall into intake until that’s been completed. But I know Charlotte was, Charlotte said, I think Friday, Sarah, you were working with her with the platform?
Sarah Feldman (01:39) Regarding.
Niccole Russell (01:41) the provider, Alexa… yeah.
Niccole Russell (01:52) I just put.
Sarah Feldman (01:53) in Alexa’s requests on, I think Friday. Okay. So, I don’t like, I don’t even, yeah… I’m sorry, I’m confused. I’m not sure.
Niccole Russell (02:04) No, I was just letting you know, we have eight that are in requested, but seven of those are for Alexa and so she just needs to sign her authorization before it falls into intake.
Sarah Feldman (02:13) So, I’m confused, so I, so on the subject of, the, what’s in requested? Because on my end, I’m showing 67 that are requested, and I understand that a few of those are client or are client owned that are us. So, you know, if you maybe take out, you know, the couple of handful, we still have 60 plus licenses that are in requested status. And this is to my point of, the email that I had sent on earlier last week regarding, you know, license, you know, new requests, renewals, stuff like that. So, I’m not sure. I understand… how your side shows eight, but our side shows, you know, 60 plus.
Niccole Russell (03:00) So eight of those, so it shows in a requested status specifically, I’m only seeing eight and seven of those were for Alexa now intake pending provider. There are 13 of those. So they’re still, I think in the requested status per SE, but they’re pending the provider. And then 14 of those have been assigned out to specialists to be worked… 14, I guess out of what you’re seeing in total. So let’s… see. Oh, I wasn’t seeing.
Niccole Russell (03:51) Yeah. So 59 are in our bucket, it looks like and then we have.
Sarah Feldman (04:04) I’ll get out of there. Okay. Yeah.
Niccole Russell (04:11) The math’s not mathing… let’s see. Oh, okay. Hang on. I think.
Niccole Russell (04:27) For intake, when I first took over your account, Kyle said to only look at the new request for this intake portion of it.
Sarah Feldman (04:41) Okay. I do think we need to expand that because I don’t believe… you know, because obviously, we’re having the situation right now where we requested a fair number of license renewals late February, early March. And those have not been touched yet. And I know that of that 59 that, you know, we just filtered down to some of them are still showing that they were requested back in March. And so, I think going forward, we need to include both new license requests as well as the renewals. The renewals are just as important for us as the new requests because we have a lot of providers who are providing care and any disruption to any of their licenses is a huge… you know, is kind of a huge blow to us. So I think to kind of help going forward, I think we need to include all statuses that are, you know, kind of open that are in this requested status and kind of keep an eye on them. Okay?
Niccole Russell (05:58) Not a problem. I can do that. I do know the last time I had reached out for, sorry, I was just looking at something. I didn’t know the last time that I’d reached out to intake in regard to renewals, new ones, new licenses, they push those through, but renewals, they wait until the month prior. I think it is before they’re due. I’ll have to look back at that communication. But due to so many clients having licenses, I know that they schedule those out more depending on when they’re actually due as opposed to when they’re requested. So I sent that information back to the team. I can look for that communication and send it back out to you. Does that make sense?
Sarah Feldman (06:44) It not really because I don’t understand why renewals just don’t get processed. Because if you’re saying that it’s the month before, so I would assume that means like a 60 day lead up if like if something, excuse me, if something’s expiring five 31 and, you know, we requested in March, that would mean in April you would start working on it.
Sarah Feldman (07:11) All of these license requests would have fallen under that window. And I also don’t understand because in my email that I sent you, we requested renewals, I think Jackie put in a round of renewals on four eight. And these all also had five 31 expirations on them. And those were being worked. Those were being, those were being worked, those were being touched. Those were being, you know, processed. So I don’t understand sort of the logic of, you know, of newer stuff being put in that is still a renewal, getting started before older stuff. And, you know, just this weird delay because on our end of side, we have a lot of licenses that providers are doing. And so we need to give them time to be able to do things like their continuing education requirements, to be able to do anything that, you know, they need to do in order to get these licenses processed. So, I understand partially from like a manpower stage of like something that’s 90 days out. Okay, maybe it doesn’t necessarily need to be worked. But like it’s concerning that newer requests are getting started before older requests, stuff isn’t getting started until more than half of the renewal window has expired in everything. So I would want some clarification on that in very like clear language so that, you know, we can let Charlotte know in this case because that, you know, we need to understand that process, you know, crystal clear.
Niccole Russell (08:47) Right. Okay. We’ll work on that for you. And.
Jackie Fournier (08:51) Just to kind of Healthstream, Sarah’s concern with the renewals not getting, you know, processed as soon as they can. We have a lot of providers that are not necessarily able to do like CE courses within a couple of weeks or even 30 days. So if they start working on an application, you know, and then we have to wait for a provider to complete their tasks like we can end up waiting up until like the very day that the license is expiring, we want to make sure that like they can like get started as soon as possible especially with like tasks assigned to them because we do notice that it’s a bit of a headache to try to like get our providers, you know, to renew out applications or do their CE courses.
Niccole Russell (09:31) Yeah, understandable. I will, I’ll get more information in that, just a clearer detail as you said. And so that way we’re all on the same page here. I do know of course, for the communication, they were training some new hires just because of the backlog. Not sure if that’s pertaining to this. I know it was on some of them, not sure about all of them, I would assume, but, yeah, I’ll follow back up on that for you.
Sarah Feldman (09:59) Yeah, or like I’ll.
Niccole Russell (10:01) see if we can get them pushed through. Yeah. And then renewal status. We didn’t want to share that, but I do have it listed here, application expiration. So, for yaquilin, penagua, Nebraska board processing expiring, six seven, Karen rondeau for Washington that’s pending a prescriptive authority, expiring, six eight, Sarah, nataraj, Washington board processing, expiring. Six one. Now we have Tracy Ellis for Georgia board processing expiring, six seven, Kia Wesson board for Georgia expiring 422. And then Mississippi, we are missing a pre application requirement. So that’s expiring six six. And then for Ebony, tate Washington, that’s with the board expiring 516. And then for board certification expirables, we have Callie Lowry, American heart association, four 30. Is the expiration? Nicole Winn? American academy of pediatrics, expiring four 30. And then Rachel may york, her American nurses credentialing center board is expiring… five 30.
Niccole Russell (11:23) Any questions on any of those?
Jackie Fournier (11:27) I think, Rachel… no, she didn’t okay. Never mind. Okay.
Niccole Russell (11:34) Alright. I will stop sharing there. Outside of our prior discussion, do we have anything to raise questions? Yes.
Sarah Feldman (11:48) Actually, one other thing that I had that we’ve kind of noticed and I think Jackie also kind of commented on it a bit as well too because we’re having issues with the support email, like stuff that we have that needs to be done in like a timely manner.
Sarah Feldman (12:04) And I believe you said that it can take up to three business days for them to respond to something. I just, I don’t think that that’s necessarily feasible because it does feel in some cases that stuff is just not being picked up or in Jackie’s case stuff is being picked up, said that it’s closed and processed. And then it is not that’s probably why Nicole, you’re seeing me sort of just defaulting to emailing you a little bit more often, which I understand may not be the actual protocol but we are not finding that support email useful if they’re not going to pick up that ticket within like 24 hours for us. It doesn’t help us because some of this stuff is urgent that we have to take care of. And I understand that like it might fall into the purview of like, okay, this is the bucket that you message support about. And this is the bucket that we message you about. But the problem is that a lot of our stuff 90 percent of the time is, I’d say like an urgent, a more urgent request.
Niccole Russell (13:08) So,
Sarah Feldman (13:08) we’re just not finding that support is useful or necessarily reliable. And like it’s frustrating to have to double check their work. As with Jackie’s case, where again, we would trust that if they’re saying that the ticket’s closed, the ticket is closed and processed and not then having to go back in and kind of finding an ugly surprise that, no, it wasn’t and then that creates then more time for us because then we have to generate another email to you and get you involved. So that’s just something that we’ve kind of been noticing and I don’t know what necessarily is the best resolution right now.
Niccole Russell (13:55) I would say if it’s urgent, send it to me. If you have something that can take a little more time, then still utilize support. But if you see that you’re not getting the responses again, it is three business days. I don’t think they’re going to up that to make it sooner. But if you see that you’re not getting the response or the correct response, let me know because we do have a manager that’s over that department and she can kind of look into those inquiries and see what’s going on. Jackie. I did also send your concern over to her as well. So as soon as you let me know, I send it to, that channel. So definitely let me know if you’re not seeing that, but urgent that’s what I’m here for. Send those. I have noticed more emails coming and that’s fine. If you need me, that is absolutely fine. Okay. Yeah. All right. Anything else?
Sarah Feldman (14:49) I don’t think so. Jackie, did you need anything or no?
Jackie Fournier (14:56) No, no. I saw that the Dea thing got updated for Isabelle. So it looks like whatever that bug was fixed. Yeah, good.
Niccole Russell (15:05) Good. All right. I will get a response back over to you as soon as I get with the intake team to see what’s going on and you all have a great rest of your day.
Sarah Feldman (15:14) Thanks you too. Thanks Nicole.
Niccole Russell (15:16) Thanks bye.