Transcript
Hau-Ling Poon (00:00) hello, Holly is coming.
Mira Guha (00:02) Hi Thao. How are you? I’m good. How about you? Doing well? It’s April. Happy Monday. Oh my gosh. Hi, Holly. How are you? I’m good. How are you doing well? I think I saw gabby’s planning to join. Is that still the case?
Hau-Ling Poon (00:22) I’m not sure but I’ll ping her, but I think it’s probably okay if we get started. Yeah, I mean, she’s just going to be less involved in working on the licensing side. So we’ll be your primary kind of contacts.
Mira Guha (00:36) Totally understand that our leadership team really just is looking for the monthly executive meetings that we do have someone on the executive team, join those as much as possible. Just make sure long term, make sure there’s no misalignment or anything. Everyone’s on the same page especially when it comes to the contract pieces. So it would be great to have her or Danny or anyone else at that level join these if possible really just kind of helps us. And then, of course, I know you’re working with Retta on like the nitty gritty in those recurring calls as well. So, yeah, as much as possible, that would be great. Happy to send the deck to her after this call, but just wanted to provide that context from our team. Oh.
Hau-Ling Poon (01:15) Okay. Got it. No. I mean, I definitely can represent that side of it actually. So I’ll kind of also forward or kind of report back to Danny kind of what those updates are. And if he, you know, is able to join any of the future calls?
Mira Guha (01:30) Great. Okay, perfect. And I’ll just make sure I keep them both on the calls. And as you know, I always send the deck afterwards. Yeah, that’s it. Anyone else we need to wait for? We just want to go ahead and jump in. Perfect. Okay. I’m going to go ahead and share my screen.
Mira Guha (01:44) I know we’ve done these before. It’s just been a minute. So great to get these on a monthly cadence. And thanks for bearing with me and my craziness with the schedule and getting this all lined up for the next few months. Hopefully we’re all cleaned up here. Perfect. So as per usual kind of cover some of the basics for the executive business review again like really just looking to get a monthly sync even if we’re not meeting every month. We can always cancel if we really think it’s not needed. And I’ll still send over the deck. But just to make sure again we are totally in lockdown don’t mess up with anything related to overall partnership. We’re working with you to identify and align on priorities feedback, keep on top of contract consumption. Any questions about things like that? Make sure you’re kind of aware of what’s going on the medallion side. And yeah, pretty much that’s it. So, I’m just gonna go ahead and jump in. Feel free to let me know if you have any questions and just wanted to kind of, I don’t think we’ve ever done like the big high level partnership slide. But just so you know, kind of what’s going on currently and also like maybe behind the scenes that you weren’t aware of just wanted to kind of highlight your current structure with your support partnership here. So obviously have Retta as your engagement manager. She is there to kind of be that liaison for any of your production operations, anything related to your kind of day to day in platform stuff, questions, blockers, the nitty gritty there. She is your person besides, of course having support to reach out to here. I am as your account manager to be really kind of your high level partnership representative for anything related to general partnership growth and renewal strategy. And then like kind of just being that extra layer for any feedback or just updates on priority things. I work underneath. Her name is Genevieve sini, she is the manager for our am team here and Retta works under Amy frana. If we ever have to do any kind of escalating up the chain for our different kind of areas of expertise or what we’re doing. Those are the folks we’ll be working with. I doubt you’re going to be seeing anything on the new business side of things, but we do have folks there, our CEO, of course, Derek Lowe. We just recently brought on this new coo, Nate Rosenthal. So I think that’s going to lead to really great opportunities down the line as far as what you’re going to see from medallion, from our product side, from our operations side. And then director of operations, I don’t know if you ever met Merritt miller. She’s been here for quite a long time. Not probably going to ever get on a call with her, but she is kind of behind the scenes leading all that licensing credentialing operations stuff. Any questions about this big old chart? No. Okay. Thank you. Perfect. Just thought it would be helpful and you get to see pictures of everyone’s faces great. So a quick overview of what’s currently in platform. I put this together just a few days ago. So should be up to date. 65. This is all medallion owned. Please note that 65 licenses currently in progress requested and going through the… just all the medallion work here.
Mira Guha (04:53) 12 are processing with our applications or PSV team. 20 are in a status of needing client attention. 31 are on the board side. So we are doing the follow ups there. And the median time from requested to license completed, not including time to complete intake tasks, complete profiles. Things like that is 69 days leave industry standards about 90 to 120. So just kind of wanted to highlight where we are with some of the kind of turnaround times there. Any questions about current in progress, licensing work or observations here? We have some time on the next slides to talk about, just kind of general feedback and priorities. But any questions on this… seems pretty much what we would expect. I.
Hau-Ling Poon (05:35) Mean, I think Thao’s probably closer to the day to day, but just a quick gut check like those numbers don’t add up to 65.
Mira Guha (05:42) Oh, sorry. I think that doesn’t actually include the requested. Oh, these ones here. Yeah.
Hau-Ling Poon (05:50) So, just checking if there was like some other bucket that I don’t.
Mira Guha (05:53) know, I just didn’t see. Yeah, I think that might include some of the ones that were on hold. I can definitely get that fixed up before I send this back over. Sorry about that. Yeah, just wondering.
Hau-Ling Poon (06:00) Yeah.
Mira Guha (06:01) No, totally understand. I’ll make sure I get that clarified and sent back over any questions about just like kind of where things are within the bucket. I’m actually just looking at your licensing dashboard right now. I’m seeing a lot of things in client owned. So just wanted to flag that. I know you’re using our teams functionality? Are those kind of aspects of the medallion software and how you’re using it working well so far?
Thao Nguyen (06:27) Yeah, I think so. I think those are just tracking the ones that the physicians or clinicians are renewing on their own.
Mira Guha (06:36) Absolutely. Makes sense. Perfect. Great. Yeah, I’ll go ahead and fix that. Sorry. I think that didn’t include the requested. So I’ll put in a little item about that as far as just kind of things that we can be expecting over the next couple of months, just things that we’re seeing here as well as just kind of what’s been happening over the last few months. This is available in the analytics tab as, you know, in platform 380 licenses, any type of license based on what we have as data in medallion are expiring over the next 12 months, 69 of your existing licenses in medallion have auto renew enabled. I’m guessing this might be something you’ve checked in with reddit about, but I always just think it’s worth flagging. Sometimes I meet with people and they don’t realize how many they do have on. They want it on for either all licenses or no licenses. So just like to remind you that with that on, any licenses up for expiration with that enabled will be queued up for renewal, that 90 days out from expiration. If we want to revisit, that information’s in platform, you can chat with reddit. But that’s something you can opt a license into or out of as far as what we’ve been completing, it looks like 39 licenses were completed in March, pretty solid number. There 34 of those being new state licenses and we have completed 329 total licenses in the last 12 months. Any questions or thoughts on the auto ruiny piece or anything like that?
Thao Nguyen (07:54) No, I just turn them off when we look at them. To be honest. It’s interesting because like on the profile itself, it’s not on. But then like I’ll see it in our existing licenses and I’ll check, we currently do a 60 days out check. So like when we see that, well, I usually just turn it off, but thank you for flagging. Yeah.
Mira Guha (08:17) Perfect. No problem. I’m glad that you were keeping on top of that. I think sometimes people forget, obviously you guys are on it. So glad you know, where to find that information. And then that’s making sense to you. I know it sounds like we also have a lot of providers who are maintaining their own renewal. So sounds like the current balance makes a lot of sense. Great did want to flag right now. I know we’ve done a couple of credentialing files for you. As of, I think Saturday didn’t see that any of these were kind of in that process, working through the different buckets there, median days from requested. So again, not including time to like complete profile information requirements to the application being totally completed. So we can move it forward in the workflow is 12 days, and it looks like we have a very quick, basically non existent turnaround time here from application complete to in committee, which is great. So we’re getting it straight through there. No gaps in that process. Median days from the committee to the complete file being completed and voted on is eight days. And total from requested to file being closed and completed, being voted on is 21 days. Any questions on the credentialing? Yeah.
Thao Nguyen (09:22) What’s application complete to in committee? Is that when you like, let us know that we have a credentialing file ready, and then we move it into committee. So,
Mira Guha (09:33) the application being complete, is we having all the information? We need basically all the profile information for that provider to actually generate the credentialing file? So it’s basically like our version of completing intake on a credentialing request. So being able to have that information generate the file, and then automatically through that workflow, get it to committee. I’m, currently seeing based on our analytics zero days, does that make sense? Basically just means we have everything we need to move it forward, basic credentialing requirements.
Mira Guha (10:01) I can send over the list of the credentialing intake requirements, if that’s helpful for you. So, you know, kind of what information? Oh.
Thao Nguyen (10:06) Yeah, that would be helpful. Yes, if you can send me the credentialing intake requirements. I still don’t understand the committee. Is that like, I think I’m, getting confused because the credentialing committee is also a thing, but it sounds like this is application complete to the point of ability to do like PSV on the credentialing?
Mira Guha (10:32) Yeah. So being able to, actually, yeah, because so many of those verifications are automated, it usually means that a lot of times we’re able to generate that file that ncqa compliant file within like I think our SLA is three business days, but we’re seeing a really quick turnaround time here once we have all the information to actually do that. And sometimes those automations, we can be running those verifications even if the file isn’t completed yet. So then it’s just getting all the application pieces to be able to move it into committee… happy to provide some clarification and like a follow up as far as just kind of the workflow and the timing here. Great. Any other questions about credentialing? I know that was a relatively new thing for you. Sounds like we’ve ironed out some of the kinks on that.
Thao Nguyen (11:16) Are there any, I don’t know upcoming recredentialing requests?
Mira Guha (11:21) Yeah, that’s a great question. I didn’t see any, I’m just going to go ahead and check in here right now. I.
Thao Nguyen (11:26) Wasn’t sure if I should be worried. I just, yeah, didn’t know.
Mira Guha (11:31) Yeah. So if I am correct in remembering this, the recredentialing timeline by default because this is the case for basically everyone’s contracts with their payer, their delegated payers is three years. And if that needs to be customized based on your payer contracts, we can change that. But once a credentialing file is completed, we have a recredentialing deadline of three years and usually they’ll get queued up for actually going through the process much sooner. I’m just taking a look here. It looks like we do have some coming up. I can just go ahead and show you if that’s helpful. So I might have missed that here when I was working on this, but we do have some coming up this year and then later. So we do have recredentialing deadline being when it absolutely needs to be done. So it gets queued up a couple of months before that just to make sure we aren’t going to miss that. So just I can go ahead and send over a report if that’s helpful of the ones with that recredentialing timeline coming up. And if we need to revisit the recredentialing frequency, just let us know.
Thao Nguyen (12:38) How does recredentialing work? Since we haven’t done ours yet, it is scheduled. So do we need to like, I know for initial credentialing, like I request it specifically? Yes. But for recredentialing, am I requesting anything? What is our role versus what the doctor’s or the clinician’s role? Great?
Mira Guha (13:02) Question my understanding. And I will be extra sure to double check on this is if it is in medallion and there’s a recredentialing deadline on it, our workflow kind of like auto renew will automatically put in the request on that recredentialing start date in the platform. So you don’t have to do anything if you don’t want us to run a recredentialing file. I believe there’s a way that we can remove that for you. They’ll have to go through operations, but I can just verify that over follow up as the recredentialing piece happens.
Thao Nguyen (13:30) So on seven eight is when this will basically auto schedule like it’ll start to recredential. Okay.
Mira Guha (13:40) Yeah. And we’ll confirm that in the follow up here. So it looks like we have a couple this year that we can expect in the next few months to get queued up. Sounds like this might be some of the first few. Yeah, it sounds like maybe we haven’t historically done a ton of those for you or any of the current analytics dashboard constantly getting updated. As you’ve probably seen we should have information about what kinds of files we’re doing, whether they’re credentialing or recredentialing. Yeah, it looks like it’s only been initial files, but I’ll go ahead and verify those pieces, the recredentialing workflow for you. And also like I said, send over those credentialing intake requirements… perfect. Any other questions about credentialing? And I’m sure Retta can kind of help with some of the nitty gritty if needed as we’re preparing for some of those files to go through. Perfect. And here’s just a quick task overview based again on some of the analytics I’m seeing in platform. As of Saturday, we had 32 total open tasks, 29 of those being provider tasks. So three being admin, none of those tasks were showing as being over 30 days old. I understand sometimes you can’t action a task right away. So it will be sitting there unless you’re able to close it out. Also wanted to flag that. 31 of those 32 tasks are specific to licensure. So only one provider profile task. I’d say that’s pretty good. It means we’re not handling a lot of blockers with getting profiles completed and being able to move forward with actually initiating some of that intake work. Median task age is 12 days. I’d say this is exceptionally low compared to a lot of the tasks I see with some especially bigger clients. So I wanted to flag overall. Even though we have some tasks over 30 days, it seems your team is actioning tasks pretty quickly. Any questions or feedback on how tasking is going right now? I’m not sure if you’re working with Reda on any project plan for certain workflows for tasking. But if there are any particular things that should be tasked in a certain way, example Coi, tasks going to providers versus admins, things like that, as long as they’re not tasks that are automated by our system. Those are some that our team should be able to act on based on a custom project plan for you.
Thao Nguyen (15:48) Yeah. We have some with Reda about email… like my gosh, what is it called? Like references reference checks? But yeah, she said it was okay to like custom. They were going to do training with the team and granted like it might not happen 100 percent because it is custom and the team needs to like read a specific part. But yes, we did talk about some of that and we’re for the most part like look at tasks every day and making sure they move forward. So this looks good. Okay?
Mira Guha (16:25) Perfect. So it sounds like she’s working on that project plan with you. Yeah. And if you’re it sounds like she already covered it. If you’re seeing cases where the project plan isn’t being followed, you can just let her know and she can get that feedback internally. The specialists, they might do some retraining with them or just flag to them to make sure they’re always checking the project plan before they adjust any of those tasks or assign them out. Great. So I wanted to go ahead and revisit contract consumption before I jump in. I know I saw an email asking about an invoice that we sent out that was basically an end of contract. True up. Did that answer your questions? Do we need anything else here?
Hau-Ling Poon (16:59) I think that’s good. I think I was just confused about like how it was labeled like unallocated spend. So I thought it was like perhaps like something from the contract that we didn’t consume completely that should have been transferred to a different SKU. But yeah, whatever you said makes sense. So I’m good.
Mira Guha (17:16) Okay. Apologize for any confusion that’s just the easiest way for us to build out the invoice because of the way we have to produce it in our system instead of like labeling it out for every single SKU at price. It’s just cleaner that way. And then we can send you that receipt. Like we did. So I’m glad that cleared things up if you have any other questions, just let us know. But yeah, we just had a good bit of healthy consumption through that last bit of the contract. That really is what led to that. But as of right now just wanted to kind of flag where we are trending.
Mira Guha (17:46) I think probably about where we would expect to be with certain things as far as like the credentialing two of the four purchased files for this current contract year being used. Looks like we haven’t touched any new state licensing. I think we discussed how we were planning to see fewer of those and kind of more of a maintenance renewal stage, but want to let you know those are still available for use a little bit of consumption since end of this contract just started about a month ago, actually on the renewals, consuming well on the compact licenses, 100 percent consumed there, but obviously unconsumed on the new state licenses. And then we are a little trending high on the provider count. But as you know, the skew flexibility lets you move those funds around. So we are five percent consumed through the total annual. So current annual year’s contract value. So still plenty remaining this year, total contract remaining for the entire two year agreement. Everything that’s ahead of us 164,000 just a couple requests in upcoming consumption. This is now available for you to see in that usage tab. Any requests that are queued up for consumption? Just a little shy of 1,500 dollars queued up there. So I’d say tracking pretty well right now for where we are. I just wanted to see if you had any questions or we can kind of revisit as we get into the next few slides, just any upcoming plans or priorities as far as things like licensing, credentialing, all that good stuff? No, this looks good. Perfect. And as you know, we monitor that closely, sorry?
Thao Nguyen (19:14) Can you remind me again, what was the, what qualifies as medallion core? Sorry, can you go back to that last one? Yeah, medallion core, ncpo compliant monitoring and post arrow key licensing, yes.
Mira Guha (19:29) So the medallion core is just our fancy way of saying a provider seat. We do charge for the software to keep a provider active. So any provider who’s active on a prorated basis will consume against. That means that if you pay 100 dollars per provider per year, but you add a provider halfway through the year, you’re consuming 50 dollars on that provider that year for their software essentially to be in platform the software allowing for the data management.
Mira Guha (19:54) So being able to store their information, use the caqh integration to help populate their profile, make requests for them and then be able to use our reporting services and platform like the report builder. So basically just the software piece on that the ncqa compliant monitoring includes any of the verifications we have to run that are going to be required for credentialing files to make them ncqa compliant. That’s going to include Sam, oig, npdb, medicare opt out as well as I believe license verifications and I think that’s it, I’ll double check but it’s just kind of the laundry list of the ones that are absolutely are required for that compliance piece that are running at the required frequency. So that’s just that particular monitoring package. We have other ones. But I think that’s the one we landed on. Anything below that is not going to meet those requirements for ncqa compliant monitoring or ncqa compliance, rather anything beyond that, sounds like it probably just wasn’t necessary like ofac and deathmaster, we can add on, but it’s just a little bit of a pricier package. And then the imlc post loq licensing, that is compact licensing, primarily the imlc. So any physicians who are participating in that compact and want to go through the compact for state where they’re eligible, we can do that. It’s just going to be faster. Usually the pass through fees are a little bit cheaper. We recommend using that wherever possible. It’s just good strategy. So as long as they have their letter of qualification that loq that’s what the SKU is called. I will also clarify this can be a little bit confusing. But any nurses, nurse practitioners who are using the NLC, you might see their multi state licenses show as the SKU, and I realize that causes confusion that’s just what they call the SKU.
Thao Nguyen (21:42) Okay. So post loq licensing can also be nurses who have multi state licensing. And we’re like renewing?
Mira Guha (21:51) Exactly. So their multi state license which is basically what allows them to participate in NLC is counted as an imlc post loq SKU. The good news is even though that’s confusing, at least it’s a cheaper license for you because that is just a lower cost SKU versus just new state license and.
Thao Nguyen (22:09) this counts even if we did not get the loq through medallion, right? Like even if they come in with an loq already and have already been participating in compact, if we get any renewal licenses for them, where the agent is helping through imlc. That, this is, also, this counts in this SKU that’s.
Mira Guha (22:32) correct. We don’t have to be the ones who obtained the loq as long as it’s in medallion, like in their document section, we can go ahead and go that route for them either for new state licenses that are compact eligible or renewals. So, yeah, doesn’t need to happen through us. We can do it for you, but you would just have to request an loq specifically in the module.
Thao Nguyen (22:53) And then renewal licensing, this is just the regular, the standard renewals without compact… correct?
Mira Guha (23:01) For any provider type, for any, the only exception I’ll say is like certain licenses or their own SKU like CSR renewals, that’s really the big one because we can’t help with Dea renewals. But yeah, any provider type that’s just a standard traditional route, non compact will fall under the renewal licensing SKU.
Thao Nguyen (23:22) And then for the compliant monitoring, is that monthly for everyone? So.
Mira Guha (23:29) That will run for everybody, any active provider that’s on. So you can’t opt people out of it, depending on the checks. Some of them are here. I’m just going to pull it up. So I am not making this up. So some of them are on different frequencies depending on what the compliance piece is. I can include that slide. I’m trying to move it over my computer is extremely slow. I can include this when I send the deck over today. So start of each month for Sam, start of each month for oig and PDB is continuous query. So it’s running extremely frequently monthly for medicare opt out. And then the license expiration monitoring is going to be every two weeks before the license we have in medallion expires, and then we’re checking weekly until we confirm whether it’s expired or renewed.
Thao Nguyen (24:17) Yeah, this might be helpful. I was looking at ongoing monitoring the dashboard we have and it didn’t seem like every single clinician was like on a monthly basis and I couldn’t remember like what’s the frequency?
Mira Guha (24:35) Yes. So this.
Thao Nguyen (24:36) Would be helpful.
Mira Guha (24:38) Absolutely. And I know some particular, there might be some that aren’t showing in the ongoing monitoring dashboard that’s just how medallion tracks certain things. But if you ever have any questions on the ongoing monitoring, you can let me and Retta know and we can do a little digging for you.
Mira Guha (24:52) But I’ll go ahead and include that frequency slide. So you just can understand what to expect there. Great. Any other questions about consumption, SKUs, all that good stuff?
Hau-Ling Poon (25:06) No, perfect. This is really helpful to just kind of see regularly. So thank you for.
Mira Guha (25:10) Putting this together. Absolutely. Yeah, perfect. Yeah, that’s definitely one of the big things we’re always going to focus on is making sure you see that information. So we’ll visit that in every call that we have. And if at any point we start to see spikes in consumption and we want to revisit like need for an addendum or anything. Of course, we’ll alert you early. Perfect. So just wanted to go ahead and check in. These are some of the kind of feedback and priority items I had recorded from our last call where we were discussing these items. So wanted to start by revisiting some of these to see if anything has changed.
Mira Guha (25:42) Do you have any updates if there’s anything else you still need from us? And then of course, any new feedback or upcoming priorities, we’ll go ahead and track as well. And then we’ll just kind of keep that as a running list to revisit in subsequent calls as kind of a layer of austerity there. So I wanted to start by seeing, I don’t know how big of a oops, how big of an effect this ultimately has. But just to see if you had any questions or updates regarding like the moving offices piece, if that adjusted any of the addresses or things in here. Anything we can help with on that?
Thao Nguyen (26:15) This one we talked with Retta about already. Basically she had mentioned that medallion can only update addresses on any licenses that are in flight and we have to update on our own for all of the other ones that were that we already received. So we’ve been working on that already.
Mira Guha (26:43) Perfect. Okay. Awesome. Let us know if we have any issues there. And it was just, was it just the one office address that ultimately changed? Were there multiple addresses that changed? Just want to see if there’s anything on our end? Just one?
Thao Nguyen (27:02) Office address? Okay?
Mira Guha (27:08) Make a note here. Perfect. Great. Perfect. Sounds like red has got it under control as far as the new kind of focus on NP licenses… obviously, Reda is going to know more than I do, but I know getting into licensure for NPS can be kind of its own beast especially with like autonomous registration, prescriptive authority, the NLC so just wanted to see how that’s going if we’re continuing to like add more NPS to the platform. Any feedback questions or updates?
Thao Nguyen (27:46) No, not really. Okay.
Hau-Ling Poon (27:50) No updates. Okay. But.
Mira Guha (27:52) It’s would you say it’s going well so far? Getting the support you need like from Reda and team on those types of licenses?
Thao Nguyen (28:00) I mean, Reda sort of gave us some resources on… like the meaning of… my gosh, what is it called? Autonomous registration? Like prescriptive authority? But for the most part, we’ve been handling that on our own, okay?
Mira Guha (28:28) If you ever have any questions, I’m sure she can be extremely helpful. I know it can vary so much from state to state, but hopefully the modules are pretty clear when you’re going into a request about how to go about that. Okay, great. So now we were just talking a little bit about imlc, loq post loq wanted to see if you had any updates or questions regarding kind of our strategy. And again, something probably Reda would be helping you with to try to use the compact wherever possible. Anything there worth discussing today?
Hau-Ling Poon (29:04) I don’t think, I don’t think on that. I think on that site, we’re okay right now. Yeah, I think we, I think the needs have changed a bit. We’re mostly, I guess working with clinicians who already are in the compact. So it’s a little easier these days, but yeah, I think we were able to kind of unlock one of that. I think with Colorado actually. Oh my God.
Mira Guha (29:36) It’s funny because Colorado is already such a fast state for licensure. I don’t actually know why, but it is good news. So, perfect. Great. So obviously based on what we’re seeing with consumption and renewals being kind of the focus right now, maintaining certain licenses that are not being done by the color team and not focusing so much on new state licenses, a lot of providers needing to be licensed in all 50 states. Any questions or updates with this kind of expected maintenance with the renewals? I think we’ve got like we said, we have those that are on auto renew. Your team’s very aware and that’s the correct number. Any other kind of updates or expected plans with licensure plans, just anything we should know of that’s upcoming?
Thao Nguyen (30:26) I don’t think so. Okay.
Mira Guha (30:29) I’ll just say focus still to have medallion manage certain rules. Yay.
Thao Nguyen (30:35) Perfect.
Mira Guha (30:37) So as far as just kind of where we are today, that was obviously all notes from last call. I wanted to see if you maybe had any questions or just general feedback right now. I did touch base with Retta, just, I think last week getting all my days confused now just to kind of see how things are going. Sounds like we’re just kind of trying to address as much as we can, things that are happening in medallion, addressing issues, trying to prevent any roadblocks and things. But just wanted to see general feedback, any specific pain points or if there are any other kind of updates or plans we should be aware of for the next few months. Just something that we should be making a note of here. And we can start with the feedback if that’s kind of helpful.
Thao Nguyen (31:37) I think most of the feedback we’ve given to Reta since it’s like on renewal… renewing our new licenses, we’ve had just this past quarter, a few providers who have been a little bit frustrated with medallion just for various reasons of like either filling out the application wrong or… I can’t remember emailing them something or contacting them at not great times. All this is in, our notes with Reta. But it’s a continuous kind of feedback with her. So she’s definitely aware. Okay?
Mira Guha (32:27) Sorry to hear that that’s happening. I’m glad she’s taking that feedback. Hopefully you’re starting to see at least that feedback being actioned. And hopefully some of those issues not occurring as much anymore. If you can just keep providing that feedback to Reta. So like I said, she can get that internally and make sure we’re trying to address that going forward. That would be great. I’ll definitely make a note that like applications being inaccurate… yeah, timing for provider contact. Yeah.
Thao Nguyen (33:01) So… like there was a bug in the system that we weren’t aware of where it prevented qcing of new licenses. So like there were a couple of licenses that the providers have gone like a month or so before and we just didn’t know about it. Yeah. So that delayed, you know, a lot of our like that sort of affect our availability as well for our patients. I think we have, we actually have one right now that I will talk to Reta about maybe next week since we have kind of a bi weekly meeting with her… and some issues with, I think the switching of names like first name being put as last name, vice versa for providers, got a couple of like manually verified licenses in the system that’s actually another provider with the same name. That mostly happens with the nursing team just because, you know, there’s just much there’s more nurses, but yeah, just some issues there. Okay?
Mira Guha (34:19) Got it. I think I did hear something about that. So I’m sorry that happened. Hopefully something we can try to avoid more going forward. Probably all those being for the most part human error. With the exception of that bug in platform. She did mention that one. Hopefully we’ll have a full resolution there if you can. Just like you said, you have that example, pass that on to Reta. You can even send that to her today so she can take a look at it. I’m sure she’d be happy to help out… good feedback and glad that that’s something that our team’s already aware of and acting on anything else as far as feedback or pain points… can be positive too. But understand that when it comes to the negative feedback that’s something where we’re trying to, you know, actually find next steps to align, and improve on going forward. So usually like to focus on that.
Thao Nguyen (35:14) Yeah… I think it would be helpful if you have this or if it’s in the work of like… requirements before a new license just so we know of like should we even apply for this license? Because a couple of times where we, you know, apply for things and it went through intake and everything. But then midway through, we find out that we don’t have a certain requirement. And then like the whole thing just gets scrapped. Yeah.
Mira Guha (35:52) This is something I hear a lot. Do you happen to know any, like examples of what types of requirements, you were made aware of later? Like, was it just anything kind of more general or really specific? Like, I know like an exam is required for certain provider types?
Thao Nguyen (36:10) I think one that came to mind lately is Florida. I think we had initially applied for a job. Oh, my gosh I can’t remember. I think it was a telehealth, Florida license for one of our providers. And then it turns out that we need an actual address in Florida that can receive mail, which obviously we don’t have because we’re not based there. So we had to change that license application to a permanent license instead of a telehealth one. I believe… there were a couple of other ones about Colorado, but I think that was because the team didn’t know until they talked to the… person who does licenses in Colorado, but yeah, there were a couple instances.
Mira Guha (37:07) Gotcha. Yeah, apologies for any mix up there. Sometimes with certain licensing requirements, there are things we can be aware of ahead of time. Unfortunately, for some things, it’s not something we might know until we get to that point in the process. And it really just varies so much dependent on license type and state. I realize it’s not always the easiest thing to try to ask for these things ahead of time. That’s obviously not feasible for every single license… as far as like I think recording kind of trends, something probably you’re doing with Reta, like just like can make a note for future licenses of that type that, that’s a requirement, I can get back internally and see if there is anything we can do besides just sharing or kind of much like credentialing our list of general intake requirements. But unfortunately, it sounds like some of these are just going to be really specific to certain states and license types. So I can go ahead and let Reta know and maybe that could just be kind of a bigger part of your discussion. But unfortunately, that’s not always something that we can get out of, but I do totally hear the frustration with that. So something we can keep an eye on. And if there are any kind of weird new license types that you haven’t done before, sometimes you can maybe just ask like, hey, does this one have any weird requirements? You can think of as one offs? Because obviously asking that for every single license application is probably not going to be the most effective use of time, but totally understand that feedback. It comes up a lot. All right. Anything else when it comes to licensing feedback? I’ll still definitely relay that to Retta.
Thao Nguyen (38:49) No, I don’t think so. I think our priority this coming month or at least the next couple of months is getting ncqa… certified… and that’s not replacing medallions because we’re not trying to be like we’re not trying to do psvs or licensing is just so that we can partner with payers and health plans a little bit easier. So you may hear from us like questions about like what do we do in this instance? And that’s just because we’re trying to get certified as well. Gotcha.
Mira Guha (39:37) Yeah. I remember seeing some of those emails from gabby. Yeah, I was really just kind of being the middleman between her and our director of operations Merrick miller on that.
Mira Guha (39:46) She was like, it’s an undertaking and I was like I’ll relay whatever we can. But yeah, understand there might be questions and I’ll be doing the same thing going forward if we need anything from her or credentialing leads. So that’s helpful information for us. Of course, we want to still be able to run your files for you. But yeah, if you have questions, let me know worst case scenario, our team’s like we can’t provide that for you.
Thao Nguyen (40:09) Yeah, definitely. Just to give you kind of like a background too. It’s like we’re not trying to replace what medallion is doing. It’s just that working with health plans, they want someone who is ncqa certified. And like, as you can see when we’re not right now, they require a lot deeper audit, which is why I like asked you got like a bunch of questions just over the last week just because we had, they gave us a short deadline as well to send in all of these information and documents and things to approve that or, to show that, you know, we credentialed our providers appropriately… being ncqa certified, we won’t have to go through all of these steps… hopefully and hopefully you won’t hear from me about like, can I get this like in the next 48 hours?
Mira Guha (41:15) Totally understand. Yeah. And I guess sometimes you aren’t given much of a turnaround time. Just wanted to like that again was feedback from our credentialing team. Like we can get this to you now, sometimes that’s not the case. And obviously merit was traveling internationally which made that a little trickier. Totally makes sense. And I appreciate that context as to kind of the reasoning behind that certification. If there is anything we can help with. Again, happy to help, you can copy me and Retta or support since I’m going to be out for a good part of next week. Won’t be able to unfortunately help as much then. But wherever I can, I’m definitely happy to kind of be that liaison with our director of operations if we need.
Thao Nguyen (41:56) Yes, yeah, if we can get the credentialing intake information before you head out, that would be great. I actually need to turn it in like two days.
Mira Guha (42:08) Yeah, I’ll go ahead and I’ll probably send that follow up from today’s. Call shortly after this as much as possible by end of day. And if you do need anything else, I’m here into Monday next week. I usually copy Retta on my follow ups as well just to be like connected with Retta on some like the licensing feedback information just so she’s aware. And then while I’m out, she’ll be able to assess and then for anything really urgent, that would be more of an am role thing.
Mira Guha (42:35) I believe Genevieve will be covering for me. It’ll be in my out of office email but won’t be gone super duper long. And also, I’ll be here into Monday and no matter what there are folks here who can help you out. And hopefully that delegated agreement we sent over just a little bit ago looks okay, if not same thing. I’m currently working directly with our council to make sure that’s looking okay. If for any reason, there’s more conversation about that while I’m out, I’ll just make sure either Retta or Jen are aware of that dialogue and are looped in so that they can help out.
Thao Nguyen (43:12) Oh, yeah. Sorry, Mira, I just saw that right now.
Mira Guha (43:15) That’s okay. I did not send it very long ago.
Thao Nguyen (43:18) What is the, if we agree with this? Do we just sign? Like, how do you, how do you want to get this signed? Yeah.
Mira Guha (43:28) So if that looks good to you, I would just check that part that our council wrote in to replace the reporting item. I believe we can go ahead and just let us know we can send it back through DocuSign and merit miller, their director of operations, I believe would be the one signing that on our end. I’ll just make sure we’re good to go. But I think that should be our next step.
Thao Nguyen (43:46) Okay. And then Dani will sign on our end. Yeah, I’ll get this. Would you, how, would this be directly sent to him? Or like how does it work? So just so I know to let him know yeah.
Mira Guha (44:01) Usually with DocuSign, I believe it would go straight to him. But if you want to be one of the people who gets a copy of it afterwards, I think I can add you, Helen, I can add you just to make sure you have the visibility there.
Thao Nguyen (44:14) Yes, not to sign, but just to get a copy when it is signed, that would be great. Yes… I will do that. And then I will. Yeah, I’ll get back to you and I’ll ask our counsel about what was the new language that was addressed? Thank you so much. Perfect.
Mira Guha (44:34) No problem. Hopefully we can get that wrapped up within the next few days here. I’m happy to send that out. I’ll double check with our team to make sure we’re in good shape for that and that will keep a copy of in our records. It kind of serves as that source of truth for like your monitoring needs and everything. And if that ever needs to be revisited, we can evaluate that with our cred team and everything.
Thao Nguyen (44:55) Yes, I was going to say if we need to revisit this, how to do that. And if I’m hoping this can be signed by both parties by tomorrow because I need to turn it in.
Mira Guha (45:05) Yeah, I can go ahead and flag to merit after this that we’re looking to have this signed pretty quickly. I think she’s back in country. So I can just say like heads up, not 100 percent there yet, but probably going to look to have this signed tomorrow since it’s just a quick. She signs it. I’m hoping we’re not going to see a delay there. If you need anything else, just let me know. But given that I think all the hard work is behind us on that. Hopefully we’re in good shape to wrap that up soon. Perfect. I realize we’re at time. Anything else I can help with at this point? Other feedback, I think the credentialing stuff was kind of, the big one for this week.
Thao Nguyen (45:44) Only if that, I think instead of sub rebrow, should that say color?
Mira Guha (45:49) Oh my gosh. Sorry about that. I’ll fix that. This is what happens when I don’t have my head screwed on straight. Great. Anything else? Great? I’m going to go ahead. I have my action items here. I’ll go ahead and flag our team on some of the credentialing stuff we just discussed. I’m going to update this document with some of the items we discussed like the intake requirements, the ongoing monitoring frequency. I’ll go ahead and send this over today. If you need anything else from my end, just let me know.
Mira Guha (46:21) And again, I’ll be out next Tuesday that’s the 20 eighth through may fifth. Oh, sorry, may fourth, following Monday, but we’ll have coverage. So hopefully we’re in good shape really appreciate you both joining. I’ll copy gabby and Danny on the follow up today and yeah, if either of them can join our next one in may, that would be great and we can just go from there. Okay. Thank you. Great. Thank you so much both of you. Have a great rest of your day. You too. Bye bye.