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Carilion Clinic

· 1 Gong source

Carilion Clinic

Snapshot

Large Virginia health system (7 hospitals, ~300 clinics); Medallion prospect — CMO-driven Symplr replacement initiative underway, Josh Hartle and Paul Olzak championing Medallion internally.

Profile

  • 7 hospitals, approximately 300 clinics across Virginia.
  • Current credentialing/enrollment system: Symplr (contract expires ~September 2027).
  • Scope of potential Medallion deployment: provider enrollment, credentialing, and potentially privileging.
  • Sensitive org history: RCM function outsourced ~1.5 years ago (~600 employees); staff-reallocation messaging around automation is a delicate topic internally — per Gong call, 2026-04-20.

Operations

  • Provider Enrollment: currently inefficient, solving inefficiency by throwing headcount at it; dashboards built over 3 years with bad upstream data and no front-end validation.
  • Credentialing: fully manual, no automation; credentialing reports to Paul Olzak.
  • Pain: missed provider start dates driving delayed cash flow; no reliable analytics to quantify impact — per Gong call, 2026-04-20.

Key Contacts

Customer — Josh Hartle, Director of Provider Enrollment (jhartle@carilionclinic.org); Paul Olzak, Credentialing Director; Dr. Sapal, Chief Medical Officer (sponsor of replacement initiative); Don Hollowell, CFO (final signer). Medallion — Erica Lloyd, Enterprise Account Executive (erica.lloyd@medallion.co).

Active Work

  • Carilion’s enterprise project management team is leading a formal Symplr replacement vendor evaluation; Josh and Paul are listed as stakeholders. Handoff from Josh/Paul to project manager expected late May–early June 2026.
  • Erica pausing SBAR business case; will restart once Medallion is formally introduced to the project team.

Open Issues & Requests

Operational pain

  • Missed provider start dates are the primary executive-level pain point; finance can only partly quantify the delayed cash flow impact.
  • PE dashboards have accumulated 3 years of bad data with no front-end validation to stop bad entries; no actionable analytics.
  • Credentialing is entirely manual (no automation) — department currently absorbs workload through headcount.

Decisions & Commitments

  • 2026-04-20 — Josh/Paul: will champion Medallion to the enterprise project team and work to get Medallion on the vendor list; asked Erica to “act dumb” on prior discovery info when engaging with the formal project team to keep earlier conversations discreet.
  • 2026-04-20 — Josh: competitor Verifiable was reviewed and did not meet their requirements; Medallion checked more boxes in prior vendor comparison.
  • 2026-04-20 — Erica: will prepare reference customer (similar size/complexity to Carilion — 7 hospitals, ~300 clinics) once further down the funnel; pausing SBAR business case pending project team introduction.
  • 2026-04-20 — Josh: target timeline for vendor selection is mid-to-late summer 2026 (July–August); Symplr contract not expiring ASAP so urgency is moderate; implementation/data migration/training required post-selection.
  • 2026-04-20 — Josh: executive sponsors are Dr. Sapal (CMO) and Don Hollowell (CFO); stakeholders include enrollment, credentialing, medical staff services, and potentially privileging teams.
  • 2026-04-20 — Erica: flagged that Medallion CRO may have a relationship with someone at Carilion (shared university); will explore executive alignment / peer matching between orgs.

Source History

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