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Color

· 1 Gong source

Color

Snapshot

Digital health / telehealth company managing clinician licensing + credentialing via Medallion; active customer in steady-state with monthly EBR cadence.

Operations

  • 65 licenses currently in progress (Medallion-managed): 12 with apps/PSV team, 20 needing client attention, 31 on board side — per Gong call, 2026-04-20.
  • Median license turnaround (requested → complete, excl. intake): 69 days vs. 90–120 day industry benchmark (Gong 2026-04-20).
  • 380 licenses expiring over next 12 months; 69 with auto-renew enabled; team manually reviewing and disabling as needed (Gong 2026-04-20).
  • 39 licenses completed in March; 329 total in last 12 months; 34 of March completions were new state licenses (Gong 2026-04-20).
  • Credentialing: 2 of 4 purchased files used in current contract year; median requested → file complete: 21 days; intake → app complete: 12 days; committee → complete: 8 days; 0-day gap between app complete and in-committee (Gong 2026-04-20).
  • Recredentialing: 3-year default cycle; first recredentialing files coming up later in 2026; auto-scheduling on recredentialing start date (to be confirmed by Mira) (Gong 2026-04-20).
  • 32 open tasks (29 provider, 3 admin); 31 of 32 are licensure tasks; none over 30 days old; median task age 12 days (Gong 2026-04-20).
  • Contract consumption: 2-year agreement; 5% consumed through current annual year; $164K total contract value remaining; compact licenses 100% consumed; trending high on provider count (SKU flexibility available); ~$1,500 queued for upcoming consumption (Gong 2026-04-20).
  • Providers maintain their own license renewals where clinicians manage renewal independently; client-owned bucket tracked separately (Gong 2026-04-20).

Key Contacts

Customer — Hau-Ling Poon, Senior Care Operations Director (hauling@color.com); Thao Nguyen, Medical Operations (thao.nguyen@color.com); Gabby Hands (gabby.hands@color.com, less involved going forward — licensing side); Danny (executive-level signatory for delegated agreement). Medallion — Mira Guha, Account Manager II (mira@medallion.co); Retta/Reda (Engagement Manager, primary day-to-day contact); Genevieve Sini (AM team manager, covering for Mira when out); Amy Frana (EM manager); Merritt Miller, Director of Operations (credentialing ops + delegated agreement signatory).

Active Work

Recurring cadences

  • EBR: monthly since (unknown start); next 2026-05 (1 logged) (Gong 2026-04-20).

Open programs

  • Bi-weekly sync between Color and Retta for day-to-day ops (Gong 2026-04-20).
  • Delegated agreement (sub-delegation) sent to Color via DocuSign for signature; Dani (Color executive) to sign; Merritt Miller to sign for Medallion; Color targeting signature by 2026-04-21 (Gong 2026-04-20).
  • Color pursuing NCQA certification to facilitate payer/health plan partnerships; not replacing Medallion’s PSV/licensing function; audit documentation requests being supported by Mira + Merritt Miller (Gong 2026-04-20).
  • Office address change: one address updated; Medallion can update in-flight licenses only; Color team handling address updates on already-issued licenses themselves (Gong 2026-04-20).
  • Custom task project plan with Retta in place for email reference checks and task routing (admin vs. provider tasks) (Gong 2026-04-20).
  • NP licensing: Retta providing resources on autonomous registration and prescriptive authority; Color largely handling NP-specific requirements independently (Gong 2026-04-20).

Open Issues & Requests

Operational pain

  • Bug in platform that prevented QC of new licenses — multiple providers went ~1 month without awareness of completed licenses, delaying patient availability; Retta is aware; one current active example to escalate (Gong 2026-04-20).
  • Provider name field swaps (first/last name reversed) causing manually verified licenses to be attributed to wrong provider; primarily affects nursing team due to volume (Gong 2026-04-20).
  • Applications filled out incorrectly and provider contact timing issues; ongoing feedback to Retta; retraining of specialists underway (Gong 2026-04-20).
  • License requirements discovered mid-process rather than upfront — e.g., Florida telehealth license required in-state mailing address (Color not FL-based), causing application pivot to permanent license; Colorado requirements surfaced during application (Gong 2026-04-20).

Feature requests

  • Upfront license requirement checklist per license type + state before application is submitted, to prevent mid-process scraps when requirements can’t be met (Gong 2026-04-20).
  • Credentialing intake requirements document — Mira committed to sending same day (Gong 2026-04-20).
  • NCQA compliant monitoring frequency slide — Mira committed to including in follow-up deck (Gong 2026-04-20).

Decisions & Commitments

  • 2026-04-20 — Mira: will send EBR deck follow-up including credentialing intake requirements list and NCQA monitoring frequency slide by end of day.
  • 2026-04-20 — Mira: will flag Merritt Miller to sign delegated agreement quickly (Color targeting 2026-04-21 signature); Thao and Hau-Ling to receive DocuSign copy.
  • 2026-04-20 — Mira: will be OOO 2026-04-28 through 2026-05-04; Genevieve Sini covering AM role; Retta covering EM role.
  • 2026-04-20 — Thao: Color’s top priority for next 1–2 months is achieving NCQA certification; will continue to request audit documents from Medallion as needed.
  • 2026-04-20 — Mira: will copy Gabby and Danny on follow-up deck; asked for executive attendance at future monthly EBRs when possible; Hau-Ling to report back to Danny.

Source History

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