Transcript
Kala Harper (00:00) hi Kayla.
Kala Harper (00:17) Good morning or? Good afternoon. Hi. How are you? I’m.
Collette Waddell (00:21) good. How are you doing good?
Kala Harper (00:23) I love the change of scenery for today. Oh, thank you.
Collette Waddell (00:27) I am actually, I’m out of office tomorrow. I was, I’m actually, I had to come out to my sister’s in California unexpectedly for a few days to help with some family stuff, but I’m traveling back tomorrow so, but I’m out on like the back side of the patio right now. It’s nice. But I kept having to move my little computer table more into the shade as like the sun is starting to come out and I was like I might need to eventually like make my way back inside into the little corner that’s so funny. But yeah, how are things going with you things?
Kala Harper (01:05) Are going good. Thank you for letting me know about the sandbox that’s going to be super helpful. I went ahead and did it for a teammate that started today.
Collette Waddell (01:14) And it seems to have worked. I,
Kala Harper (01:17) don’t know yet. Okay. It should. Yeah, yeah, you know, I did it. So then when I get done with this meeting, I’m going to go to her and say, hey, can you just real quick hop in a medallion and see if that was helpful? That way she can have some playing room.
Collette Waddell (01:31) Yeah, that’s a great. That’s actually a really great idea for new team members to familiarize themselves with the platform without actually messing with.
Kala Harper (01:41) Exactly. So like, hey, I’ve got to hop into a meeting, take this hour and like play like just go play.
Collette Waddell (01:47) Yeah, yeah. Yeah. Good. Let me know if any issues. Yeah, I think you should be able just anytime you need to add somebody, you should be able to do that, just like you do in the regular.
Collette Waddell (01:58) The only thing we want to make sure is that the like username or the email address, I think it’s like email first name, last name aligns with what… that way it’s not, it’ll like link them, if that makes sense.
Kala Harper (02:20) I think you’re caught up.
Collette Waddell (02:22) Okay. I am going off camera hoping that it’s not gonna like pull as much nope.
Kala Harper (02:33) That’s fair. Totally understand. I know.
Collette Waddell (02:38) Thankfully, I’m back home tomorrow great.
Kala Harper (02:42) Perfect. So, I did want to follow up on just kind of a few things as far as like, I think some tickets that you might have sent to your, it department.
Collette Waddell (02:53) Yeah. Let’s and then I do know that there was some cleanup for those practice locations too. I wanted to make sure we got through.
Kala Harper (03:00) We have not gone through them. I’ll be honest, I’ve called multiple times. Hey, if you’re in there.
Collette Waddell (03:07) So,, there is just related to that just so I don’t forget to mention it. There is work that our product team is doing to… they haven’t like released this yet an enhancement, but it’s related to like a practice location and being able to like mark it as like a closed location with like a closure date. Okay? And I’m not 100 percent sure if that’s the word they’re going to be used, but essentially, it’s like an inactive location, so to speak. Okay. So what they’re asking us… like for my team to do is to outreach to any of our customers that utilize that practice location. And any of the ones where it’s… like duplicate, do not use or closed or delete?
Collette Waddell (04:04) You know, you and I have actually been already working on trying to do the cleanup. And then, so there’s only a handful left. I think that we have like that we’ve been, you know, working on getting like things unlinked to that. So that way it can be completely removed. But I just wanted you to know moving forward that there will be an option to like mark it as like a closed location or to archive it, which would delete it. So to speak in like your view and my view. But if we ever needed engineering to like pull the data like, you know, from like a engineering coding perspective, like they could basically resurrect that data. So that’s moved forward. So, I think just the timing of them announcing that they’re going to be doing this, I’m like that would have been nice two months ago. So.
Kala Harper (04:59) What’s funny is I actually see like if I go to groups and then practices and next to the ad practice location, there’s a show closed toggle bar. So.
Collette Waddell (05:11) Yeah, they put the toggle bar there and I was like messing with it and I was like, wait a minute. Is it already supposed to be there? But, I don’t I have to go back to check when they actually were going to release the actual feature.
Kala Harper (05:27) Okay. Like.
Collette Waddell (05:30) I almost got the impression that show closed button, like they say?
Kala Harper (05:33) Like under like practices, like I was gonna go do one for like a do not use duplicate, but there’s no button to make it closed… like.
Collette Waddell (05:46) Inactive or closed? Yeah. And so that, is it’s like they should, they shouldn’t have shown the button yet until the actual like closed option for the location was pushed.
Kala Harper (05:59) Out. Yeah.
Collette Waddell (06:02) But that is the goal. I believe that should be out like next week. Don’t quote me, I’ll confirm, but it is an enhancement that they were working on, but I know that you and I have already been working on like a cleanup project. So I think for you, their ask of me is for the locations that are in the platform where it’s in all caps, you know, do not use duplicate. They want to know. Do we want to go ahead and like archive quote, unquote close them, which I know we want to, that’s the goal. And I think, do I, do you just want me for those last few weeks? Do you want me just to do what we’ve been doing before it’s we’re making sure nothing is linked and then… I’m just like getting them completely out of the system or do you want them like marked as closed whenever that new closed option is there?
Collette Waddell (07:03) I don’t know.
Kala Harper (07:05) That way we’re not like adding extra work, you know, if they’re coming out with something like literally next week or two. Yeah, no sense in us, like right? Going through all that hard work for you to just delete it for us to just be able to mark it closed in a week or two, you know?
Collette Waddell (07:25) Yeah. I was thinking also, I was thinking of all the ones that we actually did clean out and delete and then, you know, well, then there might only be like five that are marked as closed. I don’t know. And maybe we just revisit this, yeah.
Kala Harper (07:42) No, that’s our.
Collette Waddell (07:43) Next call. Sorry, I got a little sidetracked there, but I wanted to make sure I just mentioned that. So some of the product tickets.
Kala Harper (07:53) Do.
Collette Waddell (07:55) you have those like raised up, so.
Kala Harper (07:59) I have one tracking edits for accountability… who’s editing? What, who’s you know, I know we talked about how like you can see it in certain sections but not all sections as far as like who updated, what, when and where, you know? Yeah, I.
Collette Waddell (08:22) do remember. And I do remember asking about this.
Collette Waddell (08:33) I apologize. I didn’t think to check on this prior to our call.
Collette Waddell (08:41) I don’t know how quickly I can find where I had logged that and I know we were talking about, you know, there overall, there’s a benefit to being able just to capture that and report out on it on an ongoing basis. But correct… me if I’m wrong, but I think you were also wanting to see if there was like a one time data log pull that I could, we could pull. Was that?
Kala Harper (09:06) Not necessarily. Okay. So I would just like to have it moving forward. We have providers that are popping up in other divisions addresses. So then we’ll get office managers that are like, hey, this doctor is under my account, but I don’t know who they are or maybe somebody updated a license expiration date, but didn’t upload the actual document. Like that’s a part of my team’s responsibility. And it’d be a lot easier if I can say, hey, you know, Colette, I see you’ve been doing these updates but you haven’t been doing them to the full extent or you seem to be the common denominator when these providers are popping up in other people’s divisions right now. I just have to, yeah, it’s a common issue is.
Collette Waddell (09:55) What, right? Yeah. And when you say divisions, are you’re talking more about? Are the team association like assigning a provider to a team?
Kala Harper (10:05) Yeah. So maybe they work for blue water orthopedics but they’re popping up under baptist Jack’s some way shape or form a baptist Jack’s got added to their practice. So now they’re showing in another division’s access.
Collette Waddell (10:24) Okay. One. Okay. I’m going to screen share real quick because I want to look at something together. Do… you know off the top of your head while I try to share this for the teams that… are configured.
Kala Harper (10:51) So, I.
Collette Waddell (10:53) am just gonna, just for the sake of this.
Collette Waddell (11:00) Okay. So if… what I’m trying to get at is if a team is created and it’s got these parameters of what it create the team using provider attributes. If that’s turned on, then any of the subsequent attributes that are selected here. If that is applicable to a provider, then it will automatically add them to this team does.
Kala Harper (11:24) That make sense?
Collette Waddell (11:25) It.
Kala Harper (11:27) does. And I want that to continue. But what will?
Collette Waddell (11:34) Happen is like say, yeah, go ahead. Okay?
Kala Harper (11:38) Say you have somebody that dr Mickey mouse works for learner, ent… huh, some way shape or form. Somebody is accidentally adding st Vincent’s to dr Mickey mouse. So now, M, Sumner can see dr Mickey mouse’s account, and she’ll go, wait a minute. This isn’t my provider. Why is he appearing under my account? And we go, sorry, just kidding. We’ve removed that address. So he shouldn’t be appearing underneath your account anymore.
Collette Waddell (12:17) Okay. So it is because somebody is linking the practice location to that provider, and that is what is then automatically linking that provider to the respective team. Okay. I had to, because not all are set up that way or utilize that. So I had to just make sure that I was, so we need… you spoke about this and I don’t know where the engineering is on a product enhancement for that visibility, but I will inquire… and get a response to you. Just an update from what product can tell me this week for sure. I’ll just even if it’s just sending you a quick email. So… not being able to see who is like right here, it’s like we want that little hyperlink that shows view edit history of who added or removed a.
Kala Harper (13:28) Provider, I would honestly just kind of like it in general. I think it’s an added protection for attention to detail. Maybe somebody typed in an npi number, wrong? Or a date of birth, wrong? Or a taxonomy, like I have to start holding my team accountable and I can’t.
Collette Waddell (13:44) yeah. So with that, when you’re in the provider profile, you’ll see that in here, right? And so what, but what I believe we want to especially as it relates to team managers accessing and having providers show up under their teams and it’s because that provider was a practice location was tied to them. Yeah.
Kala Harper (14:12) So, somebody went to practices and added practice added.
Collette Waddell (14:15) Practice. So this is kind of what it’s… like this feature here, this hyperlink that shows like all the changes we want that… like here basically to be able to see, but.
Kala Harper (14:36) If we can also get it for like licenses and payers, that would also be super helpful as well.
Collette Waddell (14:42) Yeah. So the licenses is also here?
Collette Waddell (14:53) Payers though?
Kala Harper (14:59) Who would be a medallion agent?
Collette Waddell (15:04) I’m sorry, where did you just see that? I was moving kind of quickly? I think so.
Kala Harper (15:08) Not on your screen on my screen. Oh, okay. I’m just clicking as you’re clicking.
Kala Harper (15:17) So like this says on four or five, a medallion agent updated one license.
Collette Waddell (15:23) Okay. Just a representative of medallion. So somebody on the medallion team, it could be, and it could be somebody from our licensing team or, you know, if we’re processing, well, we’re not doing credentialing applications for you yet, which actually was a follow up question that leadership has just asked has asked that I inquire about on our sync today. I’ll make sure that I just ask that before we hop. But so any, a medallion representative, basically somebody from the medallion team… gotcha… these here users, this was via the implementation import like sync, right?
Kala Harper (16:17) Yeah, yeah. Yeah.
Kala Harper (16:28) Okay. And then one of my other questions was about reporting.
Collette Waddell (16:43) The report builder I.
Kala Harper (16:46) Think so. Yeah. So when we’re doing a report for… is it here? Yeah. So.
Kala Harper (17:03) When you’re a couple things, let’s start with one. Because there’s kind of a, this is a two fold, a lot of stuff that comes into one cell. So like addresses, all the addresses for a provider go into one cell. When you export it into excel… we then have to go manually, a lot of reports from payers. They want it their way. So we have to go in and manually dissect that one cell into, you know, street… city, state, zip, phone fax.
Collette Waddell (17:44) Yeah. So two… fold because I know, that is how the report builder feature is. I don’t know if this data lives in any of the analytic tables that are available.
Collette Waddell (18:05) I can’t remember in the provider summary if the addresses also populate in here because I know this does it, every data point is in its own cell. But so I think there may be two options here that so as it comes to like delegated, is it for delegated?
Kala Harper (18:29) No, ma’am, it’s just for… divisions. They like to have rosters or say, my leadership is asking for a roster. So we can, I don’t know check… phone numbers, you know, just at least once or twice a week. I’m being asked to pull a roster and it’s taking me days to get it finalized to send it over.
Collette Waddell (18:53) Okay. I can ask if there is a report that can be generated or added to your analytics tab here. Now, if it’s an existing report that has been previously created and like could be repurposed for this, I… might be able to see if there’s any of those options. But if it’s a custom report, I know that medallion charges a fee for custom reports to be built. And I can loop in our account manager for this additional support here as it relates to that, they would be the ones to know a little bit more about how contracting invoicing fees, all of that is involved.
Collette Waddell (19:52) Because the product piece of the report builder tab that is just, you know, was a feedback enhancement request, but it doesn’t necessarily mean that it’s going to be something that’s you know, engineering is going to implement and roll out. But if they do, we don’t know like what the roadmap is on, where it lands in their future enhancement roadmaps. So I don’t know how quickly that could be. So if it’s like a quick or urgent need, let me pull in our account manager to support me with trying to figure out something that a solution for you and what that would look like. But… I suspect it would be a custom report that would live in this analytics table. And I just want to pop into a maybe this is a bad provider’s example.
Collette Waddell (20:55) And what addresses would be, need to reflect on that report? So maybe like the reports that you’re often being asked of if it’s you know, the report generally needs to include first name, last name, npi degree… you know, maybe like list out, the different data points.
Kala Harper (21:20) It varies per payer.
Collette Waddell (21:28) And these are reports that you’re so there’s a different product skew that medallion has for roster builds for payers… for like delegation.
Kala Harper (21:43) Well, and we’re not delegated credentialing… like here, I’ll show you something. Let me just stop this real quick.
Kala Harper (22:07) This is a roster that cigna health springs has asked us to… utilize. Let me know when you can see it yeah.
Collette Waddell (22:20) It just popped up.
Kala Harper (22:21) Okay. So, this was, you know, I just typed that in there freehand, medicare caqh, mpi, yep. Yep, mid level supervising that doesn’t pull in a roster. So, we had to do that manually. That’s manual. Don’t remember if that’s manual, but we just do English for everybody. So like if you look here, we’ve got primary secondary treachery address. I had to have one of my customer service reps. She wanted some overtime. So I said, I have something you can work on. All of this information is in one cell. So she had to go through and manually, copy paste like… for that. And then in addition, same with… I don’t think this one was a license and Dea thing. But to that example, same thing happens with license and deas. Those all pull into one cell as well. And we have to, copy paste. So then either I’m doing it myself manually, which isn’t a good use of my time. So then I have to assign it to somebody else. And then I have to now go through and make sure that they did it the right way. Yeah, still, again, not the best use but at least minimal use of my time. So… this is a little challenging and it does tend to get a bit frustrating. When, you know, I could just pull a roster from our database. Yeah, things pulled correctly and send it on its merry way, right? Not all rosters are like this. So some like I can pull and I’ll just like paste it into the right column because they want it in their template. So this, you know, one, two and three are their template and I’ve, got to copy and paste into what they can do and, you know, I can fill majority, but the most time consuming is addresses and licenses.
Collette Waddell (24:44) And how regularly are you having to provide these monthly to the payers? It?
Kala Harper (24:50) Depends on the request. Like I said, sometimes I can get one or two a week. Sometimes I could get a week that they’re not needing it. Sometimes my leadership is asking for a report or maybe legal is asking for a report. It just varies based off the situation.
Collette Waddell (25:10) Well, and so, for like cigna, just as using this example. Yeah. So, cigna, you’re not sending this to cigna, like on any regular cadence?
Kala Harper (25:21) This is the first one I’ll be sending to them because we finally got answers from them cigna healthsprings. So this will be my first one, but I do humana, we send on a monthly cadence, sunshine, we send on a monthly cadence. Like there are some that we have built that we’re manually putting in. Sometimes, you know, annually they’ll come and ask, hey, we just want to make sure our records match your records. Yeah, it just depends but it is often.
Collette Waddell (25:57) Okay. This payr rosters. It does sound very similar to a product SKU that we do have and do for other customers where the customer, the client will give us the template of the Aetna or cigna roster. And then we have a technical solution team that like codes and maps all of the data for that customer into their respective fields. And then it’s determined, you know, usually it’s monthly where the client like you for example, would receive a secured file that contains that payr roster already populated with current live data from the platform data that’s pulled. And so, for it’s some of what it sounds like you’re having to do might almost fall into that. But I think it definitely let me pull Peter… into our conversation and maybe even schedule just like an ad hoc call with you, me and Peter to maybe chat through a little bit more about this like reporting needs. And I’ll give them kind of a summary and a recap of what we’ve chatted through as it relates to the reporting. And, you know, highlighting that there’s also other reports that you’re being asked of from your leadership. So maybe it is a analytics report. And Peter may also because as the account manager, they’re kind of supporting, you know, the customers that they’re assigned to with similar like things. So he may know of a report for the analytics part that may suit or fulfill this. I feel like we could benefit just from pulling him into the conversation. Okay? And,
Kala Harper (28:01) would that kind of fall under that custom fee that you’re talking about?
Collette Waddell (28:10) I think that’s where I need as an engagement manager. We don’t really, we kind of know that there can be like custom charges for custom reports and things like that, but I don’t really know like what classifies that makes sense. Like, you know, whether. Yeah. Okay. So I’m curious if you have a vat… next week?
Kala Harper (28:44) Oh, I lost you. I think.
Collette Waddell (28:47) I can, are you, I’m getting feedback, hold on.
Kala Harper (29:09) Can you hear me?
Collette Waddell (29:13) I can, I don’t know.
Kala Harper (29:16) Oh, I did just hear you a little bit.
Collette Waddell (29:19) Can you, can you hear me now?
Kala Harper (29:22) Yep. I can hear you.
Collette Waddell (29:25) Okay. I’m not sure. I just have to like adjust where the WI fi router was. I’m sorry about that. I was just saying if maybe we could just regroup if you have like a 30 minute window that we could just throw on the calendar for next week and we can pull Peter into this conversation. That way you’re actually, he can give us his insight and what he’s seen and done for other customers with similar reporting type of needs that are bigger than just what is currently, you know, accessible within the platform.
Kala Harper (30:01) Right. I can do any afternoon after 12, Tuesday through Friday.
Collette Waddell (30:09) Okay. Let me just jot that down Tuesday through Friday.
Collette Waddell (30:18) Any afternoon after… you said 12 eastern? Yeah.
Kala Harper (30:24) Okay.
Collette Waddell (30:25) Let me check with his availability. I’ll poke around his calendar and just ask him before I just to confirm and get something set up and I’ll send something over by end of day today, just an invitation where we can just regroup and pull him into that into this conversation. Okay? And I can try to, maybe I can see if we have like a 45 minute block and maybe just pull him in for the first part. If there was anything else that you and I just didn’t get through today, I want to make sure we have, you know, a few minutes to kind of get through that… one. Just final question. And I know you may have to hop for something else, but the team was wondering if there has been any progress in terms of getting npdb… registered for your organization like an npdb?
Kala Harper (31:22) We, no, I’ll tell you that, right?
Collette Waddell (31:26) Now, okay. All right. That.
Kala Harper (31:27) Is something that I kind of push too? For ourselves? Yeah. Who handles that? Yeah. So I guess maybe I did not know that was something you guys are. Why do you ask?
Collette Waddell (31:42) So, yeah. So, you know, one of the product SKUs that your organization had purchased with us was to, for us to do the credentialing for your providers and process, you know, credentialing applications, ncqa kind of level or type of credentialing. And so, in order for our credentialing team to even do credentialing work for you, one of one of the things that’s needed is, you know, for the organization to have npdb account, and then you, the organization then authorizes us as a third party to be able to query your providers on your behalf. So, yeah, it’s just a kind of a product skew that we haven’t really been able to help you all with or really even get going just because of that one blocker of, you know, not having an npdb for your organization. So, yeah, ncqa credentialing was one of the products that north Florida surgeons had, you know, contracted medallion to support what, you know, to help with. We just haven’t been able to start helping you all with that. So, yeah.
Kala Harper (32:57) Okay. Let me my one on one with Lavelle is… Thursday. Okay?
Collette Waddell (33:08) So, maybe, yeah, maybe we can just, and maybe we can just, you can, just, if you hear anything, from your one on one, maybe just bring that to the conversation with Peter and I.
Kala Harper (33:23) Absolutely.
Collette Waddell (33:24) Okay. All right. That sounds good. Well, I appreciate your time. I will get a meeting scheduled by end of day today. It will be out to you, for next week, to revisit to continue the conversation regarding reporting, and all of that. Okay? So, sorry for my technical difficulties today, no.
Kala Harper (33:46) That’s okay. Thank you. You’re working with what you got, I know.
Collette Waddell (33:50) All right. Thank you. I hope you have a good rest of your afternoon.
Kala Harper (33:53) Thank you as well. All right.
Collette Waddell (33:54) Bye bye.