Quarrington Care Network / BG-Demo – Onboarding
Callcompleted
Quarrington Care Network · 3 Jun 2026 14:45
Onboarding call on 3 Jun 2026. Trent found the brain lists more referrers than his own report, so duplicates will be merged using his mapping tab. Pilot group, call recorder authorisation and a second admin were agreed.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 3 Jun 2026. Trent found the brain lists more referrers than his own report, so duplicates will be merged using his mapping tab. Pilot group, call recorder authorisation and a second admin were agreed.
What happened: Ollie Pearson led onboarding with Danielle Okonkwo and Trent Nakamura. Trent opened with a mismatch: the brain shows more referring organisations than his referral report.
Customer view: Danielle wants one page per referrer and cited a liaison who raised an open complaint before the physician group did. Trent said intake is the right source for volumes and that he will not trust an answer he cannot trace.
Commercial: Finance data was left out of the first phase and may be a later conversation. Ollie noted 40 licensed users, so a small pilot leaves room to grow.
Watch: Trent is the only admin, and Ollie called that a risk. The call recorder connector is not started and the contracts folder is still loading.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data matching
Importance
praise
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ollie Pearson to send the checklist and the list of duplicate referrers to Trent Nakamura.
- Trent Nakamura to share the mapping tab, authorise the call recorder and nominate a second admin.
- Danielle Okonkwo to name the pilot group by Friday so training can be booked.
Risks
As at Fri 9 Oct 2026- Trent Nakamura is the only admin, so nobody can fix a connector or add a user when he is away.
- The brain's referrer counts do not tie to Trent's report until duplicates are merged, which could dent trust early.
- The contracts folder is mostly scanned PDFs and the call recorder connector is not started, so liaisons will see partial data at first.
Opportunities
As at Fri 9 Oct 2026- Chat answers with source links could replace the one-off referral reports Trent Nakamura builds by hand.
- A pilot group with one liaison per state could widen to the 40 licensed users once feedback is clean.
- Finance data was parked as a later conversation and could be added after the liaisons are live.
Transcript
Ollie PearsonHello, hello. Can you both hear me alright?
Danielle OkonkwoLoud and clear. Morning from Chicago, Ollie. Still early over here.- Ollie PearsonAfternoon from London, then. Properly grey out there today. Trent, are you with us?
Trent NakamuraYeah, here. Sorry, I was closing a query window. Give me one second.- Danielle OkonkwoHe's been in since five with his spreadsheets. Don't let him tell you different.
- Trent NakamuraHalf five. Okay, I'm good. And I'll start with a thing, because it's been bugging me since yesterday.
- Ollie PearsonGo on, that's the right way round actually. What have you found?
- Trent NakamuraSo I ran the first load of referrer records and compared the counts against my own referral report. That doesn't tie to my numbers. The brain shows more referring organisations than I do. Not wildly more, but enough that I noticed. Which source wins? That's what I want to understand before I let anyone else near it.
- Ollie PearsonGood, I'm glad you caught it. My guess, and it is a guess until we look, is duplicates. The same hospital sitting in the CRM under two or three names, a system name and a local name, that sort of thing. Your report probably rolls those up by hand.
- Trent NakamuraIt does. I've got a mapping tab I've been maintaining for years. It's ugly but it's right.
- Danielle OkonkwoWait, so is this going to change what my liaisons see? Because I need one view per referrer, that's the whole point. One hospital, one page.
- Ollie PearsonExactly that, and it's the reason we do the matching before anyone logs in. If Trent shares the mapping tab, we use it to merge the duplicates, so each referrer lands on one page with the calls, tickets and contracts underneath.
- Trent NakamuraI can share it today. I'd want to strip a couple of columns first. Some of it has notes in it that shouldn't travel.
- Ollie PearsonSensible. Just the names and the roll-up key is all I need. Nothing that touches patients, and nothing by email that you wouldn't normally send.
- Danielle OkonkwoYes. Nothing with patient information goes over email, ever. I'll say that to every liaison on day one.
- Ollie PearsonUnderstood, and the business associate agreement covers how it's handled on our side anyway. Everything sits in your own Snowflake account, so the data doesn't leave your environment.
- Trent NakamuraWhich, for the record, is why I could sign off on this at all.
- Ollie PearsonRight. Okay, let me set out the shape of today so we don't wander. First, where the connectors are. Second, who owns what on your side. Third, how we roll it out to the liaisons and what training looks like. Fine?
- Danielle OkonkwoFine. Before that, can I give you a quick win? Because it made my week.
- Ollie PearsonPlease.
- Danielle OkonkwoOne of my liaisons in Indiana was walking into a physician group on Monday. She'd had a look at the early pages Trent set up for her. She saw there was an open complaint from the group about a delayed discharge summary. She raised it herself before they did. The office manager nearly fell off her chair. That's what I want, every time. Liaisons who know the referrer before they walk in.
- Ollie PearsonThat's a great example, honestly. And that's from the early data, so it'll only get better once the rest is connected.
- Trent NakamuraTo be fair, she only saw it because the helpdesk connector is already running. The others are partial.
- Ollie PearsonYes, that's a good bridge. Let me share my screen and show you the connector list. One moment.
- Ollie PearsonCan you see that? The connector status page.
- Danielle OkonkwoI see it. Green, amber, some grey.
- Ollie PearsonThat's about right. Green is loading and healthy: the helpdesk and the CRM. Amber means connected but still doing its first full load. Grey is not started yet. The call recorder is the grey one, and the contracts folder is amber.
- Trent NakamuraThe contracts folder is where I'd expect pain. Half of those are scanned PDFs, and some of them are amendments to amendments.
- Ollie PearsonMm. We'll read what we can and flag what we can't. I'd rather tell you that a document didn't parse than have the brain guess. You'll get a list of the ones we couldn't read.
- Trent NakamuraGood. I never overstate what the data shows, and I don't want the brain doing it either.
- Ollie PearsonAgreed. Now, for the call recorder, I need an admin to authorise the connection. Trent, that's you, I think, since you're the admin on the account.
- Trent NakamuraYeah, that's me. Do you need anything from IT or can I just do it?
- Ollie PearsonYou can do it yourself if you've got admin rights in the recorder. It's an authorise and approve flow, about five minutes. I'll put the steps in the checklist so you're not relying on my memory.
- Danielle OkonkwoAnd how long until the liaisons actually see the calls? Because that's what they're asking about. They all want to see what was said last time.
- Ollie PearsonOnce it's authorised, the first load usually runs overnight and it's searchable the next morning. Longer if there's a big backlog of recordings. I'd say a couple of days to be safe, and then the nightly refresh keeps it current.
- Trent NakamuraNightly refresh. What time is that done by, for us? Because my team starts early.
- Ollie PearsonComplete by seven in the morning your local time, on business days. So by the time your team is at their desks, it's there.
- Trent NakamuraGood. I'll hold you to that. I'll reconcile it against my own morning report for the first week, just to be sure.
- Ollie PearsonPlease do. If it's ever late, tell me straight away and we'll look at why. It's not something you should have to chase.
- Danielle OkonkwoOkay. So what about the finance side? I know you talked about the accounting system. Do my liaisons need to see invoices?
- Ollie PearsonThat's really a question for you. In the plan we agreed, the referral relations and patient services teams see each referring hospital's calls, tickets and contracts together. Finance data wasn't in that first phase. We can add it later if you want it.
- Danielle OkonkwoLeave it out for now. Keep it simple. Let's get the liaisons live first, then see.
- Trent NakamuraAgreed. Less to reconcile that way.
- Ollie PearsonDone. I'll note it as a later conversation. Now the owners. On your side I've got Trent as admin and the technical contact, and Danielle as the business owner. Is there anyone else who needs to be named? Someone in patient services, perhaps?
- Danielle OkonkwoPatient services has a lead, yes. I'll loop her in and get you a name this week. Let's loop in the liaisons too, a small group first. I don't want forty people poking at it on day one.
- Ollie PearsonThat's wise. You've got 40 licensed users, so there's room for everyone eventually, but a small pilot group tends to give much cleaner feedback.
- Trent NakamuraHow small are we talking? Because I'll need to set up their access, and I'd rather do it in one pass.
- Danielle OkonkwoLet's say a handful. One liaison from each state, plus someone from patient services, plus me. I'll pick them by Friday.
- Ollie PearsonPerfect. If you send Trent the names by Friday, he can add them, and I'll book the training session for the early part of next week.
- Trent NakamuraAnd do they all get the same view? Some of them were using my referral reports. I'd like to retire those, honestly. I'm tired of building one-off requests.
- Ollie PearsonThat's the idea. If the brain can answer it, nobody should be asking you for a report. The questions go into chat, and the answer comes back with where it came from.
- Trent NakamuraWith where it came from. That matters to me. If I can't trace it, I won't trust it.
- Ollie PearsonUnderstood. Every answer links back to the source records. Do you want to see it? I can run a question live on what's loaded so far.
- Danielle OkonkwoYes, please. Use a referrer from Wisconsin if you can. I know that group.
- Ollie PearsonOkay, I've picked a hospital group and asked what's open with them and when we last spoke to them. It's pulling the helpdesk tickets and the CRM notes. The call recorder is empty for now, so it says so, which is what I'd want it to do.
- Danielle OkonkwoOh, that's good. That's exactly what I'd have wanted her to see. What's the referral trend, though? Can it do that?
- Ollie PearsonIt can, if the referral volumes are in a source it can read. Trent, where do those live? In the CRM, or in your own tables?
- Trent NakamuraBoth, and that's the problem. The CRM has what the liaisons logged. My tables have what actually came through intake. They don't always match. Honestly, that's half of my mismatch from earlier.
- Danielle OkonkwoWhich is right?
- Trent NakamuraIntake is right. The liaisons log what they remember. No offence to them.
- Ollie PearsonThen let's make intake the source for volumes and the CRM the source for who the referrer is. I can point the trend question at your intake tables, if they're in the same Snowflake account.
- Trent NakamuraThey are. I'd need to give you a read-only role on those. I'll do that today as well, if you tell me what you need.
- Ollie PearsonI'll put the exact grants in the checklist. Read-only, just the intake tables, nothing wider.
- Danielle OkonkwoGood. I need this by Friday, at least the referral trend for the leadership team. They keep asking. Is that realistic?
- Ollie PearsonI don't want to promise Friday for the whole thing, because it depends on Trent's grants and the matching. A first cut of the trend, on the data that's already clean? That's possible. I'd say it's more likely early next week for something you'd want to show leadership.
- Danielle OkonkwoOkay. Early next week works. I'd rather it was right than fast. Don't tell Trent I said that.
- Trent NakamuraI heard it. Noted.
- Ollie PearsonRight, let me pull this together so we're clear. I'll send the checklist today. It has the call recorder steps, the read-only grants for the intake tables, and what I need from the mapping tab. Trent shares the mapping tab, authorises the recorder, and sets up the pilot group once Danielle has the names.
- Trent NakamuraBullet points, please. I'll tick them off.
- Ollie PearsonOf course. And I'll send you a short list of the duplicate referrers we've found so far, so you can confirm which name wins for each one before we merge.
- Trent NakamuraPerfect. That's the bit I really want to check myself. I'll reconcile it and come back with corrections.
- Danielle OkonkwoAnd training? What does that look like for the liaisons? They're not technical. They're out of the car and into a hospital lobby, five minutes before a meeting.
- Ollie PearsonShort and practical. About an hour. Walk through a referrer page, ask it questions in chat, find the last call and the open tickets. Nothing about connectors or Snowflake. We'll use your real referrers so it feels like their day, not a demo.
- Danielle OkonkwoThat I like. Will you record it? So the ones who miss it can watch later.
- Ollie PearsonI can, and I'll send the recording to you and Trent. And as the group grows, your CSM Hollie Grieve picks up the regular check-ins, so you're not stuck with me forever.
- Trent NakamuraFine by me. Last question from my side, and it's about admins. I'm the only one at the moment. Is that a problem?
- Ollie PearsonIt's a risk more than a problem. If you're away, nobody can fix a connector or add a user. I'd suggest a second admin, someone on your team who can cover. It's a ten-minute change.
- Trent NakamuraI've got an analyst who'd be good. I'll nominate her and add it to my own list.
- Danielle OkonkwoDo it. I don't want this stuck behind one person's holiday.
- Ollie PearsonLovely. Anything else before we wrap? Questions, worries, anything you've been sitting on?
- Danielle OkonkwoJust that I want the liaisons to love it. If one of them complains, I'll hear about it. Then you will.
- Ollie PearsonFair enough, and I'd want to hear it. Tell me early and we'll sort it.
- Trent NakamuraNothing else from me. I'll send the mapping tab within the hour.
- Ollie PearsonBrilliant. Thanks both. Speak soon, and I'll get that checklist over to you this afternoon.
- Danielle OkonkwoThanks, Ollie. Thanks, Trent. Talk soon.
- Trent NakamuraCheers, both.
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