Pomelo Care

Snapshot

Virtual maternity + women’s health provider; Medallion managing provider license renewals and credentialing intake.

Customer — Sarah Feldman (sarah.feldman@pomelocare.com); Jackie Fournier (jackie@pomelocare.com); Sade Keith (sade.keith@pomelocare.com); Charlotte (role unknown, declining recent syncs). Medallion — Niccole Russell, Engagement Manager (niccole.russell@medallion.co).

Recurring cadences

License renewals

59+ provider licenses sitting in “requested” status; a batch of renewals requested late Feb–early Mar 2026 untouched as of 2026-04-20 — Niccole to follow up with intake team (Gong 2026-04-20).
Intake scope expanded per Sarah/Jackie request: Niccole previously tracked only new license requests; team agreed to include renewals going forward (Gong 2026-04-20).
Medallion intake team policy: renewals queued ~1 month before due date; team was training new hires due to backlog (Gong 2026-04-20).
Near-term expirations tracked as of 2026-04-20: Yaquilin Penagua (NE, 2026-06-07), Karen Rondeau (WA, 2026-06-08), Sarah Nataraj (WA, 2026-06-01), Tracy Ellis (GA, 2026-06-07), Kia Wesson (GA, 2026-04-22), Ebony Tate WA (2026-05-16), Mississippi pre-app missing (2026-06-06); board cert expirations: Callie Lowry AHA (2026-04-30), Nicole Winn AAP (2026-04-30), Rachel May York ANCC (2026-05-30) (Gong 2026-04-20).

Operational pain

Support email SLA is up to 3 business days — Pomelo finds this inadequate for urgent requests; tickets have been marked closed without being resolved (Jackie’s case confirmed). Team defaulting to emailing Niccole directly for urgent items. Niccole’s interim guidance: send urgent items directly to her; escalate persistent support issues to support manager (Gong 2026-04-20).
Renewal processing order inconsistent: newer renewal requests started before older ones; Pomelo wants clear written process explaining scheduling logic (Gong 2026-04-20).

2026-04-20 — Niccole: will obtain clarification from intake team on renewal scheduling logic and send written explanation to Pomelo (Gong 2026-04-20).
2026-04-20 — Niccole: escalated Jackie’s support ticket concern to support manager (Gong 2026-04-20).
2026-04-20 — Niccole: intake scope expanded to include both new requests and renewals going forward (Gong 2026-04-20).
2026-04-20 — DEA bug for provider Isabelle resolved (Gong 2026-04-20).