MedallionAI Wiki

Spring Health

· 1 Gong source

Spring Health

Snapshot

Digital behavioral health company; active Medallion customer in post-implementation steady-state; weekly sync cadence with Collette Waddell + Jacqueline Jones as EMs.

Key Contacts

Customer — Lubna Kaur, Director, Credentialing (lubna.kaur@springhealth.com); Ashia Wallace (ashia.wallace@springhealth.com); Sarah-Dina Durand (sdurand@springhealth.com); Kayla Johnson (kayla.johnson@springhealth.com); LaShonda Arrington (lashonda.arrington@springhealth.com); Casey Dorough, Onboarding Manager (casey.dorough@springhealth.com); Adrianna Kumar, Provider Success Associate (adrianna.kumar@springhealth.com).

Medallion — Jacqueline Jones, Senior Engagement Manager (jacqueline.jones@medallion.co); Collette Waddell, Engagement Manager (collette@medallion.co); Mike Manson, Enterprise Account Executive (mike.manson@medallion.co); Leah Wajnberg, Chief Product Officer (leah.wajnberg@medallion.co).

Active Work

Recurring cadences

  • Weekly sync with Collette Waddell + Jacqueline Jones.
  • Upcoming Wednesday call (2026-04-22): Ashia Wallace, Collette, Jacqueline, Leah Wajnberg (CPO, listening in).

Open programs

  • SIPAC license entry — Collette escalating to internal director Merit; ~75 providers, ~3,000 entries needed; blocking Highmark roster submission due within ~1–2 weeks (as of 2026-04-20).
  • PHD/PsyD → PSY license type remediation — ~22 records remaining as of 2026-04-20; decision: use PSY type consistently until platform supports state-filtered license subtypes.
  • Manually-verified license monitoring audit — hundreds of licenses not re-verified since Aug 2025 implementation; Spring asked to confirm monitoring cadence (4-month advance notification requested); Collette to follow up with Merit + Yenny on outstanding items.

Open Issues & Requests

Operational pain

  • SIPAC licenses blocking Highmark roster — Highmark Power BI team cannot pull the roster until individual-state SIPAC licenses are loaded in Medallion. Collette escalating to internal director Merit for resolution this week (Gong 2026-04-20).
  • License monitoring confusion post-implementation — hundreds of licenses verified manually at/after implementation but not re-verified since Aug 2025; Spring confused about re-verification cadence. Confirmed: licenses are initially verified, then monitored ~30 days before expiration; Spring requested 4-month advance cadence. Collette to confirm exact cadence per prior Merit email.
  • “Verify” button vs. “Manually Verified” button confusion — the plain Verify button is visible to customer admins but should not be used; product team (Yenny) will work on removing it from customer admin view. For now: Spring Health should only use the “Manually Verified” button.
  • License subtype list too broad — no state-filtering on the license subtype dropdown; causes confusion when PSV abbreviation (e.g. “LP”) doesn’t match the platform dropdown label (e.g. “Limited Licensed Psychologist”). Decision for now: use PSY type consistently for psychologists until product implements state-filtered subtypes.

Feature requests

  • LPCS license type in dropdown — feedback ticket submitted by Collette; awaiting clarification answers (NPDB/FPDB code, state variations, duration restrictions) before returning to engineering (Gong 2026-04-20).
  • LMHC-S license type missing — only LMHC exists; LMHC-S needs to be added; flagged on 2026-04-20 call.
  • License subtype filtered by state — Collette submitting product feedback; acknowledged as a significant lift but would benefit all customers and internal teams.
  • License expiration notification cadence — product request submitted for additional email notices at 4 months before expiration (Spring’s ask); second product request for post-expiration renewal re-verification run.

Decisions & Commitments

  • 2026-04-20 — Decision: Spring Health to use PSY license type consistently for psychologists until platform supports state-filtered subtypes; Caritza (on sabbatical) + Nick to review downstream roster/reporting impact.
  • 2026-04-20 — Decision: Spring Health should not click the plain “Verify” button; only use “Manually Verified”; platform will remove plain Verify button from customer admin view (Yenny/product).
  • 2026-04-20 — Collette to confirm exact license-expiration monitoring cadence (prior Merit email); share back with Spring Health team.
  • 2026-04-20 — Collette to follow up with Merit (internal director) on SIPAC license entry support; escalating urgency given 1–2 week Highmark roster deadline.

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