Transcript
Brittani Luyen (00:00) hi, Dimitri. Hello, I’m checking people’s calendars to see if we can move back the call that we have after this… or can you be a little late to your call with Zach?
Dimitri Kielbasiewicz (00:17) Yeah, I can ask him to move it or I can just move it. Okay? I’m just going to make it back.
Brittani Luyen (00:30) Let me just make sure I don’t have to admit.
Molly Dwyer (00:33) Okay.
Brittani Luyen (00:34) I don’t see anyone who is waiting. So, I think Kruti’s just not here yet. We’ll just wait.
Molly Dwyer (00:44) How are you both doing?
Brittani Luyen (00:46) Hi, Molly. I’m good. How are you?
Molly Dwyer (00:49) Good. Did you have a nice weekend?
Brittani Luyen (00:51) Yes, weekend was great. How was yours?
Molly Dwyer (00:54) It was good. It was kind of rainy here. So it was pretty relaxed and chill, same.
Brittani Luyen (01:00) Yeah, we got some rain yesterday in New York as well, although it’s lovely at the moment.
Molly Dwyer (01:05) It is, oh, I’m jealous.
Brittani Luyen (01:08) It’s been like on and off today, kind of cloudy versus some sun, but we’ll see how it goes by the evening. I’ll try to get out for a walk later. Dimitri, how’s it in spring?
Dimitri Kielbasiewicz (01:20) Same… typical spring, a little rain, a little sun?
Dimitri Kielbasiewicz (01:32) But, yeah, that is exactly my favorite time of year, ideal weather.
Molly Dwyer (01:42) Dimitri, where are you located?
Dimitri Kielbasiewicz (01:45) Portland, Oregon?
Molly Dwyer (01:47) Oh, nice. Very cool. Yeah, we like it here. Pacific northwest is so beautiful.
Dimitri Kielbasiewicz (02:00) Yes, very green and lush. I.
Molly Dwyer (02:05) Was in San Francisco for 10 years or so and I got a few trips up to Portland and I loved it such a great place. Yeah, basically.
Dimitri Kielbasiewicz (02:16) Same thing. We lived in the bay area for almost a decade and we came up here and a bunch of times and eventually, why not just live here?
Molly Dwyer (02:28) Natural progression? Yeah.
Dimitri Kielbasiewicz (02:31) Exactly.
Brittani Luyen (02:35) Is there anything that we should know about senior, doc, Molly, that I know like you hopped on pretty quickly when I shared that thread, being like they’d be a great candidate. I’m curious what context have you helped for us about why you thought of them?
Molly Dwyer (02:47) Yes. So I think this is an ongoing client that we’re working through like continuous admin feedback on friction points on the platform. And one of them is, has definitely come up in the past as the provider profile. They do leverage, you know, caqh but I think just any opportunities like, will be interesting to see like where we can help improve the experience. So, anything admin related and provider related honestly, like they are a great client to talk to because there’s just been so many friction points that have come up and they were constantly re educating them on and trying to look for opportunities to improve.
Dimitri Kielbasiewicz (03:35) I’m curious, do you know typically how they work in terms of who fills out the provider profile? Is that something that admins do on behalf of the providers?
Molly Dwyer (03:47) Yeah. So the admin team is definitely like owning most of the data entry for providers… and I think that’s also just a huge hurdle is like, you know, their doctors are seeing patients all day and we all know the complications of that. So whatever we can do to hopefully streamline that, make that easier for them. Okay. Yeah.
Brittani Luyen (04:13) I’m just trying to make sure that I haven’t like accidentally left her in a waiting room or something, but I don’t think so. Let’s see.
Molly Dwyer (04:23) You could probably send her a note too if she.
Brittani Luyen (04:26) Has the link? Okay?
Molly Dwyer (04:27) Yeah. Also, they go by brigade purchased senior doc. Oh, okay. Last year. So, yeah, we need to update their account within medallion ecosystem, but just an fyi.
Brittani Luyen (04:51) All right. I just sent that over… to her again. Cool. Okay. Yeah, that’s helpful context that you shared there’s. Definitely some things I want to dig in just based upon that context, like knowing that their admins sort of drive this process and that they also use caqh, but don’t feel like it’s fully solving all their provider intake problems… which we sort of assume that it’s not. So, which is why we’re doing this project in the first place.
Molly Dwyer (05:19) Yeah. And I will say Kruti is newer to the partnership and so I think she’s like coming in with observations from the admin team that have been like, these are all their pain points. So this might be like an educational call and a feedback call if that makes sense. Cool.
Brittani Luyen (05:38) Okay, great. It’s honestly, I prefer when they’re newer. I feel like sometimes I feel like sometimes, you know, some customers come in with a lot of, like I don’t want to say baggage, but it kind of is about the product. And so it’s a little bit easier when we are all open minded about like, okay, you’re giving us feedback for the first time, not the twelfth time?
Molly Dwyer (05:57) Right, right. Totally. Okay.
Brittani Luyen (07:09) I think she’s joining now?
Brittani Luyen (07:16) Hi, Kruti.
Kruti Sutaria (07:20) Hey, how’s it going? I’m so sorry, I’ve been running behind all day.
Brittani Luyen (07:25) No worries. Happy Monday.
Kruti Sutaria (07:26) Happy Monday to you.
Brittani Luyen (07:29) We can start off with a quick round of intros. I know you and Molly have met, but Dimitri and I can go ahead and give you a little bit of context on who we are and we’d love a little bit of intro on yourself as well. I’m a product manager here at medallion. I work on part of our platform that’s responsible for provider intake. And we’ve been investing a lot in the space and trying to understand how we can improve the intake experience for whoever is responsible for collecting that data so that we can submit the applications to the payers. And so, wanted to get your feedback on some of the designs that we’re considering. Yeah, I think that’s it for me, Dimitri, do you want to give a brief intro? Sure?
Dimitri Kielbasiewicz (08:11) My name is Dimitri. I’m a product designer here at medallion and I work in the same area as Brittani. So everything that Brittani said applies to me as well.
Kruti Sutaria (08:20) Nice. It’s so lovely to meet you both. Maybe I can give a quick background on myself. I’m Kruti, I sit on the brigade health team. I’m actually on the commercial org. So I’m really focused on new contracts and I think credentialing is like a large part of ensuring that we’re landing the contracts that we need and being able to kind of operational and execute my background. Yeah, I’ve just been at brigade for like the last three, four months. I worked in private equity for many years before that. So have seen a lot of different like healthcare businesses and parts of like the credentialing function across many different entities. But this is the first time I’m really responsible and trying to kind of upskill us in that department.
Brittani Luyen (09:09) Awesome. Okay. That’s really helpful context before we get into the designs, I’m going to ask you just a couple of questions to kind of better understand how your organization operates credentialing just because everyone does a little bit differently. I’m curious when it comes to completing the actual intake form in medallions, what we call the provider profile, who is responsible for doing that?
Kruti Sutaria (09:33) Yeah, that’s a great question. It’s definitely like been thrown around a couple people over the last six months. But essentially brigade consists of different sub entities. We’ve grown a lot through M, a, we have a couple provider groups that have kind of all bubbled up into the brigade umbrella. Right now. Provider intake is done by individuals in their respective sub entities. So senior doc there’s like one woman who does it there’s, an entity called greenwell health, someone else does it there. So it’s pretty like distributed across our sub entities that exist today.
Brittani Luyen (10:21) Got it. And what kind of role do these people generally have? Are they like healthcare, back office admin types? Are they providers, or sort of what? Yeah, I’d be curious what kind of role they have? Yeah.
Kruti Sutaria (10:33) I think they’re like fractional credentialing administrators, essentially. So they do a whole host of activities. They maintain provider rosters. They are trying to land local contracts. Sometimes they even help with like front desk type of activities. So I would say that they spend their time kind of helping provider operations in many different ways. And then this is just like one of many tasks they kind of focus on.
Brittani Luyen (11:04) Got it. And do you know how many providers they’re kind of doing this on behalf of… I?
Kruti Sutaria (11:10) Would say the ratio really does vary. We have in seniordoc, Angie and Lydia kind of manage maybe like 70 to 80 providers. But then in greenwell, there’s only 20 providers there. So I think there’s a whole range and like part of what we’re trying to figure out as well.
Brittani Luyen (11:27) And how, what is the pace at which you bring on new providers or try to enroll new providers? Is it more, so the new enrollments are due to new hires? Or is it enrolling in new contracts?
Kruti Sutaria (11:39) Yeah, that’s a great question. I think there’s like two main levers of growth for us in terms of fte. And… so the first is like, yes, we’re trying to hire a ton. I think we are trying to round out the types of clinical services that we’re able to provide. So we started off as like a primary care, you know, organization and quickly realized that the clientele that we’re serving also need cherry psychiatry, need dementia. So, I think one kind of area of growth is just like fte around our subspecialties. We’ve also been acquiring a lot of different practices. So let’s say we bring someone a new kind of set of providers on, in Arizona. We’ll try to get them credentialed and enrolled in our existing contract. So if they don’t if they don’t have like an Aetna contract, then they will be enrolled. We’ll try to enroll our providers in our like Aetna contract or like tin that we have set up. So, I think those are like the two kind of like growth levers in terms of like ftes.
Brittani Luyen (12:48) Got it. Super helpful. And when it comes to the provider intake and your role in that, how involved are you in actually completing the profiles, collecting the provider information?
Kruti Sutaria (13:00) Very limited. I think on a high level, I’m like, hey, like we have, I kind of understand what’s happening in terms of like who we have and who we’re bringing on. But the actual like end to end process is not something I do.
Brittani Luyen (13:15) Got. It. Makes sense. Who is responsible for collecting that information from providers? Like these profiles tend to be a little extensive. At least we’ve definitely gotten that feedback. Yeah, who’s responsible for collecting that information and then filling it into the profile? Yeah.
Kruti Sutaria (13:31) I would say on like the senior doc side, it’s someone named Angie Soto. She’s she does a fantastic job of like chasing down providers for like whatever information’s needed for those like intake forms. And she works closely. We have someone who’s like the head of like provider relationships. She’s not on medallion. She kind of manages all the comms through like text message emails, does like a bunch of like other relationship management. So I think those two kind of work hand in hand to get in contact with providers, figure out if there are any holdups. And then Angie kind of like enters all the information.
Brittani Luyen (14:07) Got it. Have you heard from them what some of their pain points are when it relates to filling out the provider intake in medallion?
Kruti Sutaria (14:15) Yeah. I think it’s like hard for them to have visibility at a really high level where things are at. So it’s like what percent of providers have like X amount of information that’s still outstanding. So, I think having like a bird’s eye view in terms of like where things are has been a little difficult. Yeah, I think the, I think the tasks and everything is like that’s helpful. But I think there’s like, a deeper level of like just workflow analytics that’s like kind of not as easy to understand where things are sitting. So, I think that’s one and then like understanding like what the engagement has been with like has like a provider spent like two hours like in this like platform trying to fill out information like just understanding like what the provider burden is. And like if there is it like an issue where they just haven’t clicked on like any of these links or are they spending a lot of time and like, is so just like being able to triage better, like what the complication is without having to like ping like a provider like 100 times would be helpful. What?
Brittani Luyen (15:32) Is the, I know you said that Angie sort of helps manage this provider intake? What are expectations for providers on how they should interact with medallion and enter information in medallion? That’s.
Kruti Sutaria (15:41) a great question. I don’t know if I have like the best answer for that. I think if we kind of say things should be done, it’s like that the expectations that like the information’s like all there… but the timeliness, like the number of touch points that like are required. Like, I don’t really have a good sense for like what our standards are today.
Brittani Luyen (16:10) No worries. Yeah, it may be helpful for us to do a fault session with Angie. Just yeah, like a little more detail, but we can always follow up. But this is also extremely helpful to get some of the background she.
Kruti Sutaria (16:21) Is definitely like the data, the highest day to day user I think of the platform. So if you want specific understanding of like exactly like what buttons or like what features are giving her trouble? Like I actually think she’s like the best person to kind of interview and follow up with. Okay?
Brittani Luyen (16:42) Amazing. Well, luckily, we’re just in the beginning stages of this project. And so I think we’ll need additional feedback at later points as we evolve the designs since we have you here today, definitely want to show you what we are currently working and prototyping. Dimitri. Are there any other like broad questions that you want to address before we dive into the like the proof of concept demo?
Dimitri Kielbasiewicz (17:11) Yeah. I think would like to kind of get a better understanding of like where that line… of demarcation so to speak, is for admin responsibilities and provider responsibilities, like at a high level, what are the types of actions that admins do day to day on behalf of the provider? What are the types of actions that the provider needs to do that admins cannot do on their behalf or typically won’t do on their behalf. And kind of how does that communication work? Where like one picks up from the?
Kruti Sutaria (17:51) Other? That’s a great question. I honestly don’t know. Like I think, I just don’t touch like the day to day of the enrollment enough to give you like a good answer.
Dimitri Kielbasiewicz (18:03) That’s fine. But I would.
Kruti Sutaria (18:04) Ask Angie, she does that. Yeah.
Dimitri Kielbasiewicz (18:07) We’ll follow up with Angie on that for sure. And I think maybe the only other question that I sort of had kicking around in my head might fall in the same category or it’s more like an Angie question, but I’ll ask it anyways, just sort of like if you could tell me more about, I believe your organization does leverage caqh as a data source for providers. Yeah, who typically like inputs the credentials and like authorizes caqh access for medallion to.
Kruti Sutaria (18:40) Pull that data. Yeah, that is like a combination of… like Angie plus our regional or like entity level leads. So she’s in there like the greenwell woman who like kind of manages her like providers like she’s responsible. So all of our separate entities are kind of responsible for their own like caqh. Okay. Yeah. Thank you. Sorry, that wasn’t super helpful, but I.
Dimitri Kielbasiewicz (19:15) honestly, no, no, I think that’s totally fine. We’ll dig in with others and eventually we’ll you know, we’ll have like a better idea, but that’s helpful as a high level.
Brittani Luyen (19:29) Dimitri, can I hand it over to you for the demo?
Dimitri Kielbasiewicz (19:33) Sure. Yeah. I think given that you’re less day to day in the platform, Kruti, do you think it would be useful to hand over a prototype for you to kind of work through? That was sort of our original plan. But given you’re not the person that’s typically doing this work, would it be more productive to just give you like a high level overview of what we’re exploring to get feedback? Yeah, for.
Kruti Sutaria (20:04) Sure. I think the best person who’s doing this is Angie, but I don’t think she’s like ever done like she’s not like she’s never done like vendor calls before.
Kruti Sutaria (20:15) So I can definitely like tee it up for her as well when I talk to her to give you guys good feedback, but I’m happy to like take a look from like a high level sure.
Dimitri Kielbasiewicz (20:26) I mean, I’m happy to give you a link to the prototype. I just given what I’ve heard today that you’re not like in this sort of workflow day to day, it may feel a little bit like we’re asking you to test something that you’re not really using day to day, but we can kind of walk through it together. I.
Brittani Luyen (20:48) mean, I think it could be cool. Dimitri if Kruti you are open to it to just kind of get your reaction out there. Like we are obviously in this every single day and maybe it’s kind of nice to get a user’s perspective who isn’t in it every single day because you are the first customer that we’re showing this to. We already have it prepared in mind as well. Is there a big, yeah, yeah.
Dimitri Kielbasiewicz (21:06) I mean, for sure, I wanted to share it. I just wasn’t sure if we wanted to do like a full on like user test that being said. Let me just sort of set the context first. Hopefully that link works for you. But before we jump into that part, I’ll just yeah… give a little bit of context as to like what stage of the workflow this would… sort of come in. So imagine you’re onboarding a new provider… your organization is onboarding this provider. And the first step would be like a full provider invite flow that’s sort of like the initial step that’s where we’re provisioning the profile. The admin would input basic information about this provider, professional information, maybe assign them to some groups, so on and so forth. And then once this is complete and they click submit, the… provider profile will be provisioned. And at that point is when all of the difficult work begins related to actually getting all of their data in especially data as… it pertains to like the requirements coming from payers to get them enrolled and credentialed. So after this screen, this is all hypothetical. We’re working on like a new way of doing this. So this is probably something that you haven’t seen before. But after they provision their provider profile, the next thing that they would see is the provider profile itself. And this is the, this.
Kruti Sutaria (22:54) Is what we can see on our side or what the provider is seeing?
Dimitri Kielbasiewicz (23:00) Let’s just say what for this part, this workflow where you’re provisioning the profile, that is a pure admin workflow, the provider would never see this part. Okay? Once the provider profile is provisioned, when it’s created, this is the profile UI or this is a new version of the profile UI that… is accessible by both admins and providers. But hearing that generally, this is something that like admins do on behalf of providers in your organization. It’s something that admins would be typically looking at. But I’m guessing providers also interact with this surface. So hopefully that answers the question. Yeah. Okay. Yeah.
Brittani Luyen (23:45) And then maybe before we dive into this specific demo, I’ll just give you a little bit of contact Kruti. It was just also because you’re not in this flow today, the core problem that we’re trying to solve is that we’ve gotten some feedback that there’s a lot of fields that fill out in this profile. I’m sure Andy feels this pain. I’m sure providers feel this pain. These applications can be quite long. And if you’re applying to multiple payers, that just extends the amount of data that we need because different payers may require specific data. And so the problem that we are trying to solve with this profile workflow is how can we make it easier for providers to fill out profile without necessarily needing to do a bunch of manual data entry? So that’s why we talk about cqh as a primary way because you already have that data filled out somewhere. Can we import it where else, what other data sources are available? How can we use information you already give us? Like we require CVS for payer apps. Can we use what’s in your CV to pre fill the profile for example?
Kruti Sutaria (24:38) Yeah.
Dimitri Kielbasiewicz (24:39) Cool. Super helpful. Great. Yeah. So kind of like moving into the next step of this. If you’re interested in doing it, we’ll be happy to have you kind of click through this and just share your screen with us and we can kind of walk through it together. So I can like stop sharing my screen and hand it over to you if you have any like access issues or screen sharing issues, that’s totally fine. I’m happy to just kind of run it from mine. Oh, great. Looks like I can click this.
Dimitri Kielbasiewicz (25:19) Yeah. So this is a prototype. The data that you’d be entering here is like pure dummy data. So this is just like the first couple of steps is getting those data sources connected. That’s basically what you’re doing now. And yeah, once caqh is authorized and connected, that’s where the new sort of like automated process would kick in. And then the other aspect of this is that like it should be source agnostic. So you should be able to connect other sources as well including uploading documents. So, yeah, if you wanted to.
Kruti Sutaria (26:07) One thing that I think I’ve mentioned to Molly before is like one helpful connection potentially is like picos because we want to connect. We want to know which tins like maybe this is, I actually can’t tell if this is like a brigade problem or this is like a problem that, you know, other companies have. But we have like 30 or 40 tins and we don’t and when we get contracts like they’re with like specific tins, and then we don’t we have to go into picos to like check if we have medicare or like our provider’s are attached to those specific tins before we proceed any further. And having like a connection with picos in real time would like really help us understand like which providers are like connected to which tins. So in your list of like things that you’re you have on your roadmap to like develop connectivity with, I think picos would be a great one to add.
Dimitri Kielbasiewicz (27:17) Great. Oh, Brittani. You’re you’re muted?
Brittani Luyen (27:23) Okay. Got it. That’s super helpful. And do you, so you all, are there any other data sources that you think would be helpful besides for picos?
Kruti Sutaria (27:33) I mean as many payr, like we have like unitedhealthcare contracts, but then like someone like six months ago was responsible for like payer enrollment. And I actually just like don’t I’m just like sharing like a problem that we have day to day. Like I just literally don’t know which providers have been like enrolled with that plan with like a specific like contract that we have with a certain tin. And like we have new providers coming on board. We have like new M a, like through M a, and just like through hiring. So just understanding what like our current like list is of providers that have like completed enrollment without like with or without medallion. Just like having that connectivity with like payor portals could be really helpful, too… long winded way of saying as many like payor portals that you can connect with. That would be like super helpful.
Molly Dwyer (28:35) Kruti, sorry, I’m just going to jump in and I think I had shared with you over email that one of those areas that we had previously talked about is like that we’re looking to get more feedback maybe with a different product team, but just on the contract management piece. So I can definitely follow up with you and get you connected to the people that are currently doing research there as well.
Brittani Luyen (28:59) Awesome. Yeah, I have, some context on this. We’re in the very early stages of scoping out what a solution for that could look like. Molly, I’ll connect with it’s. Leah who’s running that investigation and research at the moment and then share back what I can.
Molly Dwyer (29:13) Perfect. Leah’s our chief product officer. So perfect connection. Thank you.
Brittani Luyen (29:20) Sorry, Dimitri. We’ll hand it back over to you.
Dimitri Kielbasiewicz (29:22) Great. No, no, no, that’s, it’s a really good tangent. So, I think, yeah, as sources are connected, data is autofilled. And then there might be some things that are missing and some things that require conflict resolution. It’s just like a sort of fancy way of saying like we have two sources… let us know which one is correct, right? Like if the values aren’t if the values are the same for both of those sources, we’ll just use one of them automatically. This is only for things that need human interaction. And then if you actually go ahead and click on upload documents… in the earlier step, this is just to show that like, and obviously, this is all like hypothetical, you don’t have anything to upload. If you just click on other it’ll like just demonstrate what it would look like. But basically the point here is that like if there’s additional information… found in a second or third source, it will like merge into the profile automatically. And you may have noticed that one of the like tasks at the bottom was just auto completed because a new source was added. So, yeah.
Dimitri Kielbasiewicz (30:50) Yeah, you can definitely like drop files in here just to get a feel for it. But this is all like mock data. So it’s not going to actually like scan them.
Brittani Luyen (30:59) Probably an Angie question. But do you know if you all keep this on file to submit on behalf of providers or providers responsible for uploading their own resumes, licenses, board, certs, etc.
Kruti Sutaria (31:12) I think honestly, it’s like a combination. I think some do it themselves and then we do a lot of slack follow ups and then sometimes people just send things to us and then we’ll do it. So, I think it is a combination. But I think a great question for her would be like what is like the rough breakdown of like providers that are able to do it end to end by themselves versus like how many and how intense is like the hand holding process for others? What?
Brittani Luyen (31:39) Would you all prefer? Would you prefer for admins to be responsible for uploading these documents or for providers to manage it on their own?
Kruti Sutaria (31:45) Oh, my God, definitely like providers to manage it on their own. Like it’s just as the organization grows like we’re the goal is not to scale admin.
Kruti Sutaria (31:55) Like I think we want to keep our admin count low and like our provider count like is able to, you know, I mean that’s you want?
Brittani Luyen (32:04) To scale providers basically exponentially but keep the cost of administrative costs.
Kruti Sutaria (32:07) Of course. Yeah. Like that’s the entire point of having like all these like platforms and systems is.
Brittani Luyen (32:13) Makes sense. And,
Kruti Sutaria (32:14) it’s like how we honestly do like our Roi calculations like on a quarterly basis where it’s like, okay, like what is the cost of medallion versus like hiring one more administrator? Like what can we actually like if we can kind of get 10 more providers onto this platform quickly? It’s like, okay, like maybe that’s like the cost of like one like actual administrator. So that’s like helpful.
Brittani Luyen (32:38) Yeah.
Dimitri Kielbasiewicz (32:43) Yeah. And this is just an example of instead of choosing a source, we basically like actually, you can tell me what you think the differences between like resolved conflicts and missing fields tasks are… that might be helpful to see if that’s a clear label here. Yeah.
Kruti Sutaria (33:05) I think that’s really clear resolved conflict is if there’s two conflicting sources of information or data points where it’s missing fields, there’s no information for that field. Okay? I’m curious if Angie is able to tell the difference though. Yeah.
Dimitri Kielbasiewicz (33:23) I think that’s why we’re trying to do these sessions as we ramp up this project to kind of make sure because I think we can do a pretty good job of merging all these sources and automatically doing some of this pre filling work. But when it comes to ambiguous fields, there will be some human interaction needed. So we want to make sure it’s clear what it is that the user needs to do… and for.
Kruti Sutaria (33:48) missing fields, where do I like? Is there an option to add like a document?
Dimitri Kielbasiewicz (33:56) Yeah, there is. If so, let’s say if you saw a missing field in one of these tasks, right? Like, yeah, I need to like put information about like education, right? And there’s like some like transcript document that you had available, right? Where would be your first guess in terms of like where to upload that to resolve that missing data? Just looking at what you have here.
Kruti Sutaria (34:29) Probably like upload documents.
Dimitri Kielbasiewicz (34:32) Okay. Great. Yeah, that’s the intent behind this design where you can, the upload documents… element is basically like a place where you can literally drop anything that you have. That way, you don’t have to like go to any specific place to do that and the system will just automatically figure out like what to pre fill from that. Yeah, it.
Kruti Sutaria (34:58) Might be helpful if it was also just here like below.
Dimitri Kielbasiewicz (35:02) Sure. Yeah, I think that’s good feedback. Cool. So I think that’s kind of the gist of it. If you wanted to put in some like dummy data into the missing fields, feel free just to see what happens when you do that. What you just clicked on now is a version is much more similar to like… what users see today on the actual like production product. And that is like the full provider profile as opposed to the view that you were just interacting with is kind of like a focused view which is about like showing admins only the things that they need to worry about. Yeah. Sorry for the password manager. Pop up. Yeah, it’s just like… you don’t need to look at the entire profile and like find the specific section that might have like a missing field. This just like bubbles up all the like action items that we need. But I think this is a good segue to like the other sort of design direction that we’re exploring. If you don’t mind in the bottom left corner of this prototype, there’s a little menu and if you click the refresh button, it’ll just like clear out all the data. So we’re starting from scratch and then switch to option a… and that’ll show, sorry, option B, you were already doing option a. So option B, it’s a very similar interface… but it doesn’t live kind of in a vacuum. It actually lives next to the actual provider profile. So if you kind.
Kruti Sutaria (36:57) Of, so this would be like the overview, there wouldn’t be an overview page. It’s just this.
Dimitri Kielbasiewicz (37:02) There would be an overview page, but it would be more like an entry point and more like a high level, like you have this many fields missing or like there’s this percentage like incomplete or complete. And if you were to click on that, it would just take you to this page which shows you like the full profile. So you can like dig into the details if you needed to. But if you go ahead and fake connect caqh, you’ll kind of see what that would look like in this context. Definitely curious to hear… what your thoughts are on like this approach… so far kind of similar once things connect, we’ll start autofilling. But as you can see that’s… sort of reflected right away in the profile. But the main difference is one that you’re currently interacting with and that is how admins or providers would actually resolve those like source conflicts or missing fields.
Kruti Sutaria (38:10) Yeah.
Dimitri Kielbasiewicz (38:11) Ooh.
Kruti Sutaria (38:13) Interesting.
Dimitri Kielbasiewicz (38:16) I think, can you elaborate on that? Oof, interesting. Yeah.
Kruti Sutaria (38:21) I like really like I’m trying to give you feedback for like what actually I’ll let Angie answer like from her just from my perspective. Again, like I don’t know how useful this is because I don’t use this every day, but I kind of like this better because I think it lets me see like how complete like the profile is in just like one view. And then like there are some things that like that are worth skipping. So like maybe like professional work history is like actually not that important to have completed. But on something like a primary phone number, I’m like, okay, like maybe that’s like worth like fixing. I’m like, okay, that’s done. So, I think I like having the view of like, I think this gives me too little information about how much of like the profile is like 54 fields, three licenses successfully imported. Like that doesn’t really tell me how much of like, the profile is actually complete. But like having this view allows me to see, okay, like most of this is like filled out like I’m happy enough, you know?
Dimitri Kielbasiewicz (39:37) Okay. Yeah. I mean, I think given that, is… it clear kind of how to get to the things that do need your attention. So say, like you sort of like happened upon one of the source conflicts just by scrolling through. But if you weren’t like seeing it immediately, like how would you… given this particular interface, how would you like get to those actions?
Kruti Sutaria (40:08) You’re saying like how would I get to those actions? Sorry, can you repeat the question? Yeah.
Dimitri Kielbasiewicz (40:14) The question is given that you have the entire profile in front of you which could be very long and a lot of like data to sort of like sift through, if you, if your goal was just to address the things that required… your action, like resolving a conflict or inputting a missing field, what would be the best way… to get there without having to like kind of manually like look through every section? I.
Kruti Sutaria (40:50) mean, I could definitely go on the right hand side to just see the couple things, but I honestly think I would, I don’t know. I like seeing, I really do like seeing the full profile… because I feel like I don’t fully know if like I don’t know if I trust like the right hand side enough to like the system has actually completed like 54 fields but like seeing like the evidence of that I think is like really reassuring where it’s like, okay, like, yes, like you’ve actually been able to like pull out like the permanent address, like you were able to like pull out like employment details and whatnot, like I think that’s like kind of reassuring. And then just like seeing like the right hand side if that as.
Dimitri Kielbasiewicz (41:36) Sort of like a index or like a table of contents of actions. So, yeah, if you don’t mind in the last like few minutes that we have like clicking on, let’s just say the identity, missing fields section or the identity task under missing fields. And just, it didn’t quite auto scroll super precisely, but, it kind of like got you there. So it’s a different way of entering the data than in the previous version where it was kind of like in the task itself curious like.
Brittani Luyen (42:16) Any.
Dimitri Kielbasiewicz (42:17) like gut reactions to like this way of doing it.
Kruti Sutaria (42:25) I like this way a little better because I think I’m able to see… like, I think I like to see the full form.
Dimitri Kielbasiewicz (42:39) Rather.
Kruti Sutaria (42:42) Than just like kind of filling out information in the ether, which is what it felt like in like option a, but I could see how other people like I could see how this gets like cluttered, but I don’t think it’s like that much. It’s not like pages and pages of information. So, I think I’m like I’m not getting too overwhelmed with this.
Dimitri Kielbasiewicz (43:08) Yeah. Okay. Yeah, that’s exactly the kind of feedback that we’re looking for, you know, combined with feedback from Angie and others. I think that gives us like a pretty good direction. So, I know we only have a minute left. So I’ll leave it at that, for sharing prototype, and getting your feedback, really grateful for that. Thank you for kind of playing along here for.
Kruti Sutaria (43:35) Sure. I’m always happy to help. I guess like, so it’s what you guys are, the project you’re working on is just like specifically the intake, like not analytics related to intake, no.
Brittani Luyen (43:48) But our team is responsible for that as well. So, there are some other projects that we’ve been kicking around. It wasn’t the specific topic for this call although Dimitri and I and also our engineering manager have had a lot of conversations around how do we give admins particularly more insight into what’s blocked on provider profiles, more so on like an individual provider level and, but also at like a aggregate level as well? Yeah.
Kruti Sutaria (44:14) Okay. And then I guess for, like… this is me not understanding like I’ve never done this before. So, apologies if this is like a dumb question, but are administrators able? Like there are some things that I know Angie’s like, okay, I can quickly fill this out on my own versus like I need like a license from like someone I need like the documentation here, like how customizable are, like the emails that I can send out to like a provider on like what information I specifically want them to fill out or like need them to fill out?
Brittani Luyen (44:50) So we send out the emails ourselves. They’re not particularly customizable today.
Molly Dwyer (44:57) Although.
Brittani Luyen (44:57) That is something that we are also exploring particularly like being able to outreach to providers via email or text automatically if we know a field is missing. So being able to send them a text like, hey, like these are the fields that are missing, go to the profile and fill them out. Is that something that you guys are interested in doing, be able to detail to providers here’s, the information that I need you to go in the profile and complete?
Kruti Sutaria (45:20) Yeah, for sure. Like right now, like they, Angie and Lydia, like go onto medallion, look through and see what’s not complete and then create like all these like slack groups. I don’t know if it’s like us just not knowing how to use medallion or like the functionality is like not there, but we spend a lot of time trying to communicate to providers, like what parts of like their profiles are kind of missing. Yeah, I think it would be helpful if there was a little more automation from like just like the platform itself where I’m like click, like send these like providers a note or like it’s been like since like this provider has responded, let’s send them like another follow up note or whatnot. So like just like thinking through like the ways to interact with providers and like quickly send out emails or text messages. I think that could add like a lot of value.
Brittani Luyen (46:15) Got it. Okay. Is there any other feedback you want to share with us?
Kruti Sutaria (46:20) No, this, I think. Yeah.
Brittani Luyen (46:24) Okay. This was super helpful. I definitely took a ton of notes here that will inform how we improve and iterate on this in the future. We’ll get on a call with Angie next. And then I have some notes here regarding like better transparency into what’s missing on the profile for providers specifically. And also the contract management piece. Molly, we can follow up on that and see where we can get more information on that. And the last piece I wrote down here, let me just check my notes was, where is it in my notes? That might be it? I feel like I’m missing something, but that might be it.
Molly Dwyer (47:04) The one we just talked.
Brittani Luyen (47:05) About.
Molly Dwyer (47:06) Was the follow up and outreach and automation and so.
Kruti Sutaria (47:09) Yeah.
Molly Dwyer (47:10) Yeah. So I can follow up too with you. Brittani and Kruti will have some next steps on progress there and how we can collaborate for more innovation.
Kruti Sutaria (47:22) Awesome. Thanks so much guys.
Brittani Luyen (47:25) Cool. Thank you so much Kruti. It was great to meet you. Thank you, Molly and Dimitri. Nice meeting you, Kruti. Bye.