Onboarding Guide Final Version.pptx

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2026
Client Onboarding & Billing Overview

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Index
Quick Reference Guide
Essentials & Onboarding
Special Billing
CCA & Tagging
Billing & Payments
Onboarding Documentation Grid
SOC Checklist
Required Client Documentation
Client Consent Agreement
Payment Auth Form
Client Contacts in Clear  Care
Facility Pay, Community, & Medical Staffing Locations
Veterans Affairs
Long Term Care (LTC)
LTC Split Invoicing
CCA Flyer
CCA Process Change
Clear Care Tagging Client
Tagging LTC Clients
Versapay Flyer
Versapay Handout
Billing Policy
Billing: Contacts
Preferred name
Managing Rate Adjustments & Changes
Invoicing Cadence

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Onboarding Documentation Grid
Payer Method | Client Consent Agreement | Payment Auth Form | Profile Tagging | Client Contacts | Authorized Hours
Customer Responsibility
 (Private Pay) | Client Consent Agreement | X | X | X
Facility/Organization/Community | Universal Facility Agreement | X | X
Veterans Affairs | X | X | X | X | X
Workers Compensation | X | X | X | X
Government | X | X | X | X

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Required Client Documentation
Client Consent Agreement (CCA) | Payment Authorization Form (PAF) | Tagging Clients for Finance tracking
Client Consent Agreement is a legally binding document confirming the client’s commitments to TheKey

Defines net payment terms and how funds will be applied and allocated

Confirms the client’s responsibility for claims denied by supplemental payers (e.g., VA, Long-Term Care Insurance)

Must be signed by the client or authorized responsible party listed on the contract | Payment Authorization Form must be signed by the individual providing the payment information

If signed by someone else, a new form is required: PAF

TheKey cannot legally charge a bank account or card without the account holder’s signature | Payment tags support tracking, reporting, and trending (payment methods, client preferences, bank fees, etc.)

Critical to apply the correct tags to each client

Tags must align with selections on the Client Consent Agreement (CCA) and Payment Authorization Form (PAF)

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Clear Care Tagging Profiles
Payment tags help TheKey track and report payment methods, client preferences, and bank fees. It’s essential to apply the correct tags for clients in accordance with the decisions made on the CCA and PAF.

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Clear Care Tagging Client

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Tagging LTC Clients

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Long Term Care
Client Notifies TheKey of possible Long Term Care Insurance Coverage
Couples Care
We must have two separate Clear Care profiles
Forms Library
LTC Intake – Form used to collect client claim information
Carrier Name, Policy#, DOB  & Last 4 of SSN.
Plan of Care: Must have 2 or more  ADL’s
Third Party Auth – Grants TheKey permission to speak to the carrier
Assignment of Benefit – Form used to pay TheKey directly
How to get started with Long Term care
LTCI Onboarding Video
What is the difference between and LTC and AOB client?
LTC (long term care insurance) Client is responsible for paying balance to the key directly in full.
AOB (Assignment of Benefits) Carrier pays TheKey directly, client is only responsible for their portion.
Long Term Care Insurance Email - ltci@thekey.com
Long Term Care Insurance Customer Service - (855)-205-8007
Long Term Care Insurance Fax - (813) 693-5625
Claims can take up to 45 days to be approved

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LTC Example Split Invoice
See the full cost of the care services provided
Clearly identify the estimated portion covered by your insurance carrier
View the out of pocket cost, all in one document
Leverage automatic payments in Versapay.
Insurance Amount | Client Responsibility | Total
This is the amount we expect to receive from the carrier | This is the out-of-pocket cost expected from the client | This is the total amount billed for that lien item

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Veteran Affairs
Client notifies TheKey of VA assistance
Forms Library
CCA Agreement
AOB Form ( Renewed Yearly)
VA Authorization ( In HSRM)
PAF
Advanced Beneficiary Notice-ABN
VA Onboarding Guide
FAQ’s
How do I know what states TheKey is credentialed in?
Credentialing Spreadsheet Linked Here
What can I do if my client is in a state that we are not yet credentialed in?
The client can mention to their local VA that TheKey is their preferred home care company.
VA Notifies TheKey of Referral

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Client Profile: Billing Policy
Assign a paired bill rate: This allows the rate to automatically populate any time a new shift is created for the client, reducing the risk of a schedule being created with an incorrect bill rate
If applicable, add client-specific:
Overtime policy
Mileage rate
For more detailed instructions, click here to see the ClearCare Billing-Technology Reference Guide

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Client Profile: Contacts
Invoice delivery defaults to the Payer on file, as shown above by the green check mark under “Payer.”
The payer contact should be the individual whose signature is found on the Payment Authorization form.
If no Payer contact exists, the client's address and/or email address will be used for invoice delivery.
Note: If other contacts need copies of invoices, mark them as “Email Invoices”. These
are added to VersaPay manually during the finance onboarding process.
For post-start of care email invoices, contact changes, email Billing@thekey.com

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Client Profile : Preferred Name
If a client has nickname or uses a name other than their legal first/last name, record it in the Preferred Name field within Wellsky.
This allows us to provide personalized care while keeping legal names intact, especially for our Veterans and Workers Compensation clients.
For more detailed instructions refer to the ClearCare Billing-Technology Reference Guide

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Managing Rate Adjustments & Changes

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Invoicing Cadence
Invoices are sent to payer contacts before autopay is processed according to their net terms, and a receipt is emailed once payment has processed.
Clients have the ability to dispute their invoice within the portal, which will halt auto pay and send a notification to our help desk team for review.
Clients can log into the Versapay portal approximately 60 minutes after payment is made to view their $0.00 balance and the “Paid” stamp on the PDF, if they wish.
To learn more about Versapay click here