Transcript
Rheta Larson (00:00) hey, there, how’s it going?
Bitnerworkman (00:03) Good. How are you… doing?
Rheta Larson (00:06) Well, thanks for asking. It’s. Pretty gloomy here. We’ve had rain all weekend, so it’s been a slow morning.
Bitnerworkman (00:15) Yeah. I know how that goes.
Bitnerworkman (00:21) I was out of town, but apparently, it’s been pretty rainy here as well, so we missed it thankfully.
Rheta Larson (00:29) Oh, yeah. That’s right.
Bitnerworkman (00:30) How?
Rheta Larson (00:30) Was your, I don’t know. Were you on vacation? You were on vacation, right?
Bitnerworkman (00:34) Yeah, we were out in Costa Rica. It was a lot of fun. It was good Costa.
Rheta Larson (00:39) Rica, seems like a lot of fun on my bucket list… should?
Bitnerworkman (00:43) Be it was a good place for sure.
Rheta Larson (00:48) Cool. Well, it looks like we have Durant… still, I’m not sure we’ve got.
Steele Blue (00:54) Two of me. I’m not sure why.
Bitnerworkman (00:58) We’re lucky to have two of you. Still, you’re.
Steele Blue (01:00) so, lucky, better. Thanks.
Rheta Larson (01:03) No worries. I.
Steele Blue (01:04) don’t know why they said that the actual app wasn’t going to open. So, I joined from my browser, and then the app opened. So.
Rheta Larson (01:12) Gotcha. Don’t.
Steele Blue (01:13) Know how to change that? Just.
Bitnerworkman (01:15) Keep the other, you quiet. It’ll be good.
Rheta Larson (01:20) Are we waiting on anyone else?
Steele Blue (01:24) I mean, usually Sherry joins at some point, right? Durant?
Bitnerworkman (01:28) Yeah, usually. And.
Steele Blue (01:30) Then Connor usually too, here’s, Connor.
Rheta Larson (01:37) Cool. All right. Well, at least, I know from last week, I can kind of hop into some things.
Rheta Larson (01:44) There weren’t any open action items from the medallion end, but I wanted to pulse check with you all, if there’s anywhere in particular, you all would like to kick off or start happy to dive in there.
Rheta Larson (02:03) Hey, Sherry.
Bitnerworkman (02:07) Just really quickly. So I’ve seen two different just so that I can have a better understanding of like the process, but I’ve seen two different times when let me see if I can pull it up for somebody. Maybe Peter, no, I think so. One of them says like submitted to partner, and then the other one says, and I don’t remember if I’ve asked this before, but… it’s… like an email that you sent for like an initial submission? Is there like a step before an official submission?
Rheta Larson (02:49) Submitted to partner? Sorry, is this the one you’re referencing? Is there any other status?
Bitnerworkman (02:54) So it’s usually waiting on additional input, but then it’s like an email that you… I mean, let’s see, trying to think of who would be, oh, I think Christopher, Lin, might be.
Bitnerworkman (03:23) no, Christopher Lin just had a new action item. So it changed recently, but he had one that said submitted to partner. And then one that said like following up with partner, I think.
Rheta Larson (03:35) Yeah, this one’s in following up with partner for Christopher Lin, redlands.
Bitnerworkman (03:40) So, what does that mean? I guess, does that mean you just emailed them to ask if you can send the initial appointment? Yes. So.
Rheta Larson (03:51) If you look back at the notes, you should be able to see the timestamps of when we previously did submit the app. So, this one did get submitted application submitted. As of four, 120 26. It looks like we did reach out to the… hospital. A follow up will be made with the entity must complete after five business days… app, complete date. So, yeah, I think we’re just because there’s nothing on y’all’s end, we’re just waiting for that partner app processing. I know if they’re just submitted, sometimes they give us a window to reach out to them. I don’t know if on y’all’s, end, if y’all, are familiar with any hospitals, if they have like a certain window where it says like, please do not reach out to us until X date, I know with payers, they tend to do that. Like at the 38 day mark, they say, please do not contact us until we have time to review things. So I can make sure I get this specific nuance for the follow up with partner, but it has been submitted, we’re just waiting on them to acknowledge receipt and then push forward. This one has already been most likely acknowledged receipt and you can see some of these action items outstanding.
Bitnerworkman (05:01) Yeah. If we get an action item back, does that mean we kind of have to go through the whole waiting process once we put that application in or put that, sorry, put that action item in. Like for, this case, he has to do put in his cmes and then vaccination… documents. Is it like restarting the whole process once or is he already kind of like being looked at? We get those in it’ll be a little quicker.
Rheta Larson (05:32) Yep. Yeah. You shouldn’t it should not follow back up from like it shouldn’t reset the clock. Again, every hospital may be different, but I, that is not my understanding. Like once it’s submitted, we have the proper documentation submitted. We just need to make sure that the partner acknowledges those items. If there’s no issues, then usually we’ll get that back within. I think it’s about five days, but yeah.
Bitnerworkman (05:58) Sometimes.
Rheta Larson (05:59) We don’t get an instant answer. That would be my only call out there.
Connor’s IPhone (06:03) I’d say bittner, the only thing on the hospital, the only hospital I know that might like in spite of us do that is redlands, like if we submit it without everything, they will most likely like restart him or at least put him at the bottom of the pile again before they look at him. But that’s it well.
Bitnerworkman (06:25) If that’s the case, then we really need to get because redlands has been a big, I don’t… want to say problem recently, but we’ve had a ton. They’re like, very picky on a lot of their information that they need. So we really need to make sure that we get it in right? The first time.
Connor’s IPhone (06:45) Yeah, they’ve been a problem since day.
Rheta Larson (06:47) one.
Connor’s IPhone (06:48) They’re special, bittner, are they kicking back a lot even with medallion?
Bitnerworkman (06:55) I haven’t I’ve honestly mainly been working… somehow. I just got the group of radiologists that are mainly needing credentialing at southern hills, but Kristen said that they’ve been kicking back a ton of.
Bitnerworkman (07:13) I don’t know, I guess we just get it back from medallion like this is a new action item that we never saw in the first place.
Connor’s IPhone (07:21) Well, we probably need to set up a meeting, sorry, Rheta, but like we set up a meeting with Riverside or I was saying, I know, you know this already, but we set up a meeting with Riverside, and like Jennifer and Daniel and it worked, it helped because we were seeing the same thing there. I think it was just like a good introductory meeting. I can reach out to Christina and see about doing that there because it’s probably necessary.
Bitnerworkman (07:47) Yeah, that would be, that would be awesome. Okay.
Rheta Larson (07:51) Yeah. Happy to flag that one. I see there’s about 29 requests. It looks like they’re all in various statuses.
Rheta Larson (07:57) So I will sync with the PE team, make sure that they understand that one. This is a priority for y’all, and then just making sure we’re completing the files correctly. The first time. We can probably do a quick audit on this. I don’t want to commit any Ta until I have a chance to just go through with the team and determine how much like work is involved, but, we can get that set up for the audit process and then also set up that sync with the partners and the team internally. I’m just trying to see if there’s any nuance with red… lens.
Rheta Larson (08:39) And then, yeah, let me give you the breakdown of those breakdown of statuses. So that way you’ll have it in your back pocket because I know follow up with partner submitted to partner, there’s differences there depending on once the application is submitted and then five days have passed since, then it sits in, submitted to partner until then… any other questions with red lens? Okay? And if y’all have any specific examples that you want to call out aside from like the full audit that I’m referencing, let me know like whatever they’re saying, they’re pushing back on or they’re returning because we’re not completing it correctly. The first time, that would be helpful for our understanding and for the team’s understanding. So we can hold the appropriate coaching. All right. So, I have that as my action item. What else do you want to go through?
Rheta Larson (09:49) Everything was running smoothly. Any open action items that y’all need support with? I know there’s quite a few open tasks.
Connor’s IPhone (09:56) So, there was a provider that tried to complete everything that was still was working with Chris Christensen and she, I looked at, I looked on it as well for the malpractice insurance and she has it all. And there’s a reason why it wouldn’t be checked off from having a current insurance in there or is that something, that medallion would check off once they review it?
Steele Blue (10:22) Thanks for bringing that up, Durant.
Rheta Larson (10:26) Yeah. I think the system is flagging because something is like a date is incorrect or it’s flagging that something is incorrect. With those dates… expired. At a quick glance, I don’t see any lapses… for more than 30 days or 60 days, 20 25. Yeah. Let me flag this one to the teams to see if they can push it through. And then also acknowledge like why it’s not validate like grabbing it here, but… I can go through each one. I think it’s just something with the date.
Steele Blue (11:09) That would be great. Yep. And.
Rheta Larson (11:12) then there was only other, I think that’s the only other one that she had that was open… incomplete profile?
Rheta Larson (11:26) Let me see who’s assigned to this and then have them respond directly to that task.
Rheta Larson (11:37) Okay. Is that provider responsive via the tasks typically?
Steele Blue (11:44) Tasks? I don’t know email. Yes. Okay. I mean, this is a, you know, they just started filling out this profile last week. They just signed, okay?
Rheta Larson (11:54) Just let them know like we’re gonna be communicating via that open task. So, if they have any questions to filter it there, and then we’ll respond within at least 24 hours if she comes back, okay?
Rheta Larson (12:07) Okay. So I got that. One other than that provider tasks, there are quite a few. I know some of these are in the incomplete profile which we talked about last week, just making sure they go through their provider profile completion. Those won’t get pushed until a certain threshold. But anyone that’s not in that status like miscellaneous items that’s just necessary for the request or at the request level in most cases. And you can also differentiate the task type here if necessary. But is there anything I can narrow in on for you? Is this helpful to see?
Rheta Larson (12:53) All is well, we.
Bitnerworkman (12:54) Had one, one problem… that we were running into with Kristen, she was marking things complete, and then I would go on there just to kind of run through and give our doctors… like an update and… it wasn’t complete. And then I’d go back to her and she’s like I marked that complete. So we just kept having problems with that. Is there any way we can yeah, like, you know, see if there’s a bug there or just kind of keep looking for it, and trying to fix that problem?
Rheta Larson (13:33) Yeah, this is the admin, Kristen, correct?
Bitnerworkman (13:35) Yes. Okay.
Rheta Larson (13:36) So, my understanding is that she’s completing tasks on behalf of the providers or whatever is outstanding in the admin tasks and it’s not changing as complete. Yeah.
Bitnerworkman (13:47) There’s been a few times it works sometimes, but there’s been a few times where at least she tells me that she marked it complete and, it wouldn’t change anything. Okay?
Rheta Larson (13:59) If you have an example of one that would be helpful, but you can… internally look at a few things here like on the activity status related to the task, you’ll be able to see when we created the task originally. And then those follow up email cadences that go automatically out to the providers or the admins, and then the activity will stamp time stamp, who marks it. So if you see that, then that’s a clear indicator that it was successful. If nothing is showing there, that would be definitely a red flag. But I can go through a few as well. I would just need to see like a task to explore further with our engineers. So we can see, maybe she’s, my only feedback here is because sometimes internal staff does it with their tasks. If you click something and move out of it too quickly like exit out or navigate off the page too quickly, it doesn’t save. So my feedback is like if you are posting anything here, test and if it’s a long note, sometimes it does take a while, but if you immediately exit out and it didn’t have a chance to save it, that might be what she’s experiencing. But if you see it happen again, let me know and I can put in an engineering ticket. Okay?
Bitnerworkman (15:13) Thank you. I’ll just ask her to try to take a little bit more time and see if that helps. But thank you. I appreciate it. Yeah.
Rheta Larson (15:21) Is she able to do everything that you’re doing? Like is her functions mirroring yours? There’s no limitations with her, yeah.
Bitnerworkman (15:29) I think so. I think she’s good there. Okay?
Rheta Larson (15:32) I’ll take a look at on the back end like her profile, just to make sure nothing is turned off there. And then if it is, I’ll flip it to how it looks for you. But yeah, if you have an example, that would be helpful because we would need to explore if it was a bug. Okay?
Bitnerworkman (15:48) Sounds good.
Rheta Larson (15:53) Non profile.
Connor’s IPhone (16:05) Can she also be added to these meetings? I’m not sure if she’s part of the invite list? Yeah.
Rheta Larson (16:11) Of course, I know we had a separate sync with her once or twice. So she is not on these. Is there anyone else on the renew side that we don’t have that should be added to this? I?
Connor’s IPhone (16:25) Think that’s it just.
Rheta Larson (16:27) Kristen?
Rheta Larson (16:41) Okay. She’s been added. Yeah, and if there’s anything ad hoc, she needs to just jump on a call for, let me know. We can take that offline if necessary and help her resolve those items. But at least for our call next week, maybe we can find some time either this week or next week to potentially get the redlands call set up with the payer enrollment team. I’ll again, I’ll work with the team to see who would be necessary to be a part of that, and then just make sure that we are going through a quick internal audit of those 29 files that are in progress. So you can clearly see like what’s still outstanding with those versus what’s not. And then I have that breakdown of statuses that you all need. Anything I’m missing or anything else you’d like to add.
Rheta Larson (17:37) I think I already got with you on, yeah, perfect the support of medallion health that is officially live. So just a reminder there and,
Steele Blue (17:46) it’s support. It’s moving to support or it’s moving to help it’s.
Rheta Larson (17:51) moving to help. Yeah. So we used to previously be support medallion co, it’s now going to help medallion co. There should be reminders on the banners as well. But if you go in platform, it will automatically take you. It shouldn’t be an issue. It’s just if you go off email or something.
Rheta Larson (18:12) Cool. Okay. That’s all I had on my end. If there’s anything else that y’all want to chat through, let me know. I was also trying to dig through any unresolved emails, but it looks like Jen got back to you on a few miscellaneous questions. So if there’s any support tickets or emails that have not been responded to, let me know here. And I can get those resolved pretty quickly via our support center. Thanks. No problem. All right. Well, we have about 10 minutes left with that. I’ll give everyone some time back. Hope you have a good day, thank.
Bitnerworkman (18:49) You. Thank.
Steele Blue (18:50) You yep take.
Bitnerworkman (18:52) Care you too.