RE: Contract Billing Cheat Sheet

Adding Lito for line of sight as well.

 

 

Kind regards-

 

Elizabeth Clark

Director | TheKey

Mobile: 619.822.4855

 

 

From: Michelle Schefter <michelle.kenaga@thekey.com> 
Sent: Monday, August 25, 2025 11:04 AM
To: Timothy Thomas <tt@thekey.com>
Cc: Elizabeth Clark <eclark@thekey.com>; Laszlo Kovacs <laszlo.kovacs@thekey.com>; Kristy Poyner <kristy.poyner@thekey.com>; Jeannie Ortiz <jeannie.ortiz@thekey.com>
Subject: Re: Contract Billing Cheat Sheet

 

Hi Tim,

Thank you for joining our call today, replying on this chain that has the questions listed to ensure it is at the top of your inbox. Below is a brief summary, followed by detailed discussion points and next steps.

Quick Summary:

The call focused on a new Quebec government contract we are bidding on, which has the potential to scale quickly and provide thousands of hours of work. Timothy proposed partnering with Alliia Care as a replacement for Clear Care to manage billing and front-end support. The group raised important questions around approvals, billing flows, collections, Netsuite integration, and operational requirements. Broader opportunities in the Montreal market and risks with government invoicing were also highlighted.

Key Discussion Points:

*	Alliia Care Proposal – Timothy Thomas suggested partnering with Alliia Care to replace Clear Care for billing/front-end support on the Quebec government contract. Alliia Care offers French-language support, which Clear Care has not provided despite repeated requests.

*	Approval Process & Responsibilities – Need for clarity on what approval from Chris/Melissa means (scoping vs. full go-ahead) and how it impacts Accounting/Collections responsibilities.

*	Collections & Financial Reporting – Concerns around bad debt accruals, short payments, and ensuring everything ties back into Netsuite for audit purposes.

*	Ultimatic Billing Flow – Ultimatic will reformat and submit invoices to the government, but we need alignment on handling short payments and reflecting them in Netsuite.

*	Operational/Technical Needs – Requirements include mileage tracking, SSO, and information security compliance (including French-language documentation).

*	Montreal Market Expansion – Broader opportunity to improve Netsuite infrastructure to better support future Canadian partnerships, not just this contract.

*	Invoice & Dispute Process – Government typically pays within 30 days of compliant invoices but can dispute much later, which creates additional risk.

Next Steps:

*	Timothy will:

*	Loop Gerri and Laszlo into communications with Chris and Melissa.

*	Speak with Melissa this week to clarify proposal status.

*	Set up a call with Ultimatic to align on invoicing.

*	Translate and send highlighted questions to Ultimatic for feedback.

*	Elizabeth will forward the email to Jeannie for review and additional input. (Completed)

*	Michelle will send out notes and forward the email to Timothy. (Completed)

Please reply if I missed anything or if you have further questions to add.

 

Michelle Schefter

Director of Finance | TheKey

Phone: 408.837.0579

 

 <https://link.edgepilot.com/s/a8050378/qe9A5s-_YU2yE4HySjz87g?u=http://www.thekey.com/> 

 

 

 

  _____  

From: Timothy Thomas <tt@thekey.com>
Sent: Thursday, August 21, 2025 5:54 AM
To: Michelle Schefter <michelle.Kenaga@thekey.com>
Cc: Elizabeth Clark <eclark@thekey.com>; Laszlo Kovacs <laszlo.kovacs@thekey.com>; Kristy Poyner <kristy.poyner@thekey.com>
Subject: Re: Contract Billing Cheat Sheet 

 

Sounds good, thank you. 

 

On Wed, Aug 20, 2025 at 5:06 PM Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> > wrote:

Great, Thank you for the update. I will set time for us to talk this through a bit more prior to execution. If the client does need consolidated invoice formats as an example this will in turn need IT development on our end so want to make sure we flush that out and get it started on our end. 

 

Michelle Schefter

Director of Finance | TheKey

Phone: 408.837.0579

 

 <https://link.edgepilot.com/s/a8050378/qe9A5s-_YU2yE4HySjz87g?u=http://www.thekey.com/> 

 

  _____  

From: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Sent: Wednesday, August 20, 2025 7:53 AM
To: Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> >
Cc: Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Laszlo Kovacs <laszlo.kovacs@thekey.com <mailto:laszlo.kovacs@thekey.com> >; Kristy Poyner <kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> >
Subject: Re: Contract Billing Cheat Sheet

 

The deadline for submission has been extended to August 27th. We should learn where we land in priority by early September with a target start date of October at the earliest. 

 

Keep you posted on our progress.

 

On Tue, Aug 19, 2025 at 5:12 PM Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> > wrote:

Thank you Kristy for your questions/highlights from a billing point of view. 

 

@Timothy Thomas <mailto:tt@thekey.com> 

 

We do have additional questions/concerns from a finance perspective before this contract is fully executed. Do you have a time frame on when we plan to sign and execute? 

 

Michelle Schefter

Director of Finance | TheKey

Phone: 408.837.0579

 

 <https://link.edgepilot.com/s/a8050378/qe9A5s-_YU2yE4HySjz87g?u=http://www.thekey.com/> 

 

 

 

  _____  

From: Kristy Poyner <kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> >
Sent: Tuesday, August 19, 2025 1:25 PM
To: Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> >
Subject: Re: Contract Billing Cheat Sheet

 

Hi Michelle,

 

I’ve summarized some concerns and questions below and have also noted them in blue directly in the contract data from Tim’s email under the relevant sections they stem from.

 

 

Concerns:

1.	Would need clarification on what lot is. Is this one invoice per month per client or are they asking for a single (consolidated) invoice that includes all clients each month. Consolidated invoices are not supported today and would require development. 

2.	Our date conventions do not match the format outlined in this contract. Will need to clarify if that is acceptable, or if development will be required.

3.	This contract calls out submission by the 5th business day each month. In some instances, we will not be able to provide monthly invoices by the 5th business day of the month. For example, monthly invoices for September dates of service would not be generated until the 6th business day in October due to the month end timing. Would like to confirm if this is a hard requirement.

4.	Contract mentions excluding meal breaks from billed hours. The LO team would need to manage this, as caregiver meal breaks is not something billing has line of sight into.

5.	Contract mentions auditing mileage against maps. Is this something the ops team would have access to/manage?

 

Other Questions:

1.	How should invoices be submitted?

2.	Are there any special requirements for invoice submission?

3.	Will Time sheets be required for invoice submission?

4.	What is the client sequence and is it required to be included on the invoice at submission?

5.	Will the contract/RFP number vary per individual patient, or is it static for this parent payer?

6.	If this is a government entity, we will need to clarify if tax should be billable or not billable.

7.	What will the dispute process be? Will an email be sent to billing@thekey.com <mailto:billing@thekey.com> .

8.	What is the late payment interest fee and when would it be applicable?

 

 

 

Thank you,

Kristy Poyner

Billing Manager | TheKey

 

 

 <http://www.thekey.com/> 

 

    

 

 

 

  _____  

From: Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> >
Sent: Thursday, August 7, 2025 1:54 PM
To: Kristy Poyner <kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> >
Subject: Fw: Contract Billing Cheat Sheet

 

Hi Kristy,

 

See below, it is a new potential contract we may be working with soon. Can you take a look and let me know what concerns you have with the below? 

 

Michelle Schefter

Director of Finance | TheKey

Phone: 408.837.0579

 

 <https://link.edgepilot.com/s/a8050378/qe9A5s-_YU2yE4HySjz87g?u=http://www.thekey.com/> 

 

  _____  

From: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Sent: Tuesday, August 5, 2025 10:31 AM
To: Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Michelle Schefter <michelle.Kenaga@thekey.com <mailto:michelle.Kenaga@thekey.com> >; Laszlo Kovacs <laszlo.kovacs@thekey.com <mailto:laszlo.kovacs@thekey.com> >
Subject: Contract Billing Cheat Sheet

 

Hi all,

 

Here's a cheat from GPT

 

Got it — here’s an all-English version of the Billing / AP / AR cheat sheet, with every French term translated or replaced. I’ve also added a mini-glossary at the end for anything your team might see in source documents.

  _____  


1) Quick facts (put these on the invoice header)


*	Customer: CISSS de la Montérégie-Est (Québec public health network)
*	Contract / RFP no.: SA-241001-ME
*	Service locations (lots): 6 CLSC territories across the Montérégie-Est region
*	Pricing: Hourly rate (by contract year), CAD, GST/QST shown separately
*	Billing cadence: Monthly in arrears for validated hours actually delivered

  _____  


2) What’s billable vs. not billable


 

Billable

*	Direct care time delivered (per client plan / call-up)
*	Mileage only when the assignment is a planned route (sequence of multiple short visits). Use the Québec Treasury Board mileage rate. (No separate line for “travel time.”) 
*	Statutory holidays: bill only if service was actually delivered (no separate premium in this contract). Does this mean this population would not be billed holiday?

 

Not billable

*	Travel time for ad-hoc single visits
*	Mileage for ad-hoc single visits
*	Meal breaks (unpaid / not billable)
*	Missed / undelivered services (“no service provided”)
*	Training / onboarding / orientation time

  _____  


3) Required back-up (attach or keep on file)


*	Proof of service: timesheets or system confirmations with client, date, start/end, total minutes Will timesheets be required to attach with each invoice?
*	Mileage log (for planned routes only): date, client sequence, distance (odometer or mapped) What is the client sequence and is it required to be included on the invoice at submission?
*	Compliance documents (current at the time of billing):

*	Revenu Québec Attestation
*	AMP (Autorité des marchés publics) authorization to contract (if applicable)
*	CNESST compliance / clearance
*	Insurance certificates (Commercial General Liability + Professional Liability) at required limits

  _____  


4) Invoice checklist (A/R)


 

Best practice: one invoice per lot per month. Would need clarification on what lot is. Is this one invoice per month per client or are they asking for a single (consolidated) invoice that includes all clients each month. Consolidated invoices are not supported today and would require development. 

*	Your company: legal name, address, GST/QST numbers, remit-to details
*	Customer: CISSS de la Montérégie-Est; 

*	Contract/RFP: SA-241001-ME; Will the contract/RFP number vary per individual patient, or is it static for this parent payer?

*	Lot / CLSC name 

*	Service period: YYYY-MM (e.g., 2025-07-01 to 2025-07-31) Our date conventions do not match this format. Will need to clarify if that is acceptable, or if development will be required.
*	Line details: client ID (if provided), date, start–end, billable hours (decimal), unit rate, extended total 
*	Mileage (routes only): date + total km; mileage rate used; extended total
*	Subtotals: services; mileage; GST; QST; grand total As this appears to be a government entity, will need to clarify if tax should be billable or not billable.
*	A/R contact for questions (name, email, phone)

 

When to submit: Issue by the 5th business day of the next month (internal target) to support Net 30 from receipt/acceptance. In some instances, we will not be able to provide monthly invoices by the 5th business day of the month. For example, monthly invoices for September dates of service would not be generated until the 6th business day in October due to the month end timing.

  _____  


5) Payment terms (from the customer)


*	Net 30 days from receipt of a compliant invoice (or acceptance of services, if later) Is there a limit in how long they have to dispute an invoice before it is assumed the invoice is accurate and payment is due/past due? For example, if they dispute an invoice 35 days after the invoice date should TheKey have assumed the invoice was accurate and the invoice is past due?
*	Late payment interest: statutory rate set by Québec’s Ministry of Finance (applies only to undisputed amounts) 
*	Disputes: CISSS may short-pay the disputed lines; pay the rest. Respond to info requests within 5 business days What will the dispute process be? 
*	Set-offs: CISSS may deduct for non-delivery, unapproved mileage, or other adjustments

  _____  


6) Credits / adjustments (how we handle them)


*	Missed/undelivered visit found after billing: issue a credit note referencing the original invoice and lines
*	Wrong rate / wrong year: issue credit, then rebill at correct rate
*	Client cancellation with no service delivered: no billing (note the cancellation in the file)

  _____  


7) Coding rules (time entry)


*	Track to the minute, then convert to decimal hours (e.g., 1h15 → 1.25)
*	One invoice line per visit (avoid weekly rollups)
*	Ad-hoc single visits: no mileage or travel-time lines
*	Planned routes: mileage allowed; still no travel-time line (only service time + mileage)

  _____  


8) Common rejection reasons — prevent these


*	Missing contract # or lot/CLSC on the invoice
*	Mileage claimed on ad-hoc single visits (not allowed)
*	Invoice times don’t match the proof of service
*	Expired Attestation / AMP / Insurance / CNESST at billing time
*	Meal break included as billable time Would the Ops team own making these adjustments when needed? To my understanding this not something currently included in any of the operations processes today.
*	GST/QST errors (wrong rates or missing tax numbers)

  _____  


9) Internal controls (AP/AR hygiene)


*	Pre-bill check: scheduled vs. delivered vs. billed minutes; investigate variances >10%
*	Mileage audit: sample 10% of route days against logs/maps Is this something the Ops team will have access to & monitor?
*	Compliance calendar: reminders for Attestation / AMP / Insurance / CNESST expiries
*	Collections cadence: Day 25 courtesy ping → Day 35 late-payment nudge with statement → Day 45 escalation with backup

  _____  


10) Quick valuation helper @ 


$34/hour


*	Per 10,000 hours: $340,000
*	Per 1,000 hours: $34,000
*	Use to sanity-check monthly totals (services only; add mileage for routes where applicable)

  _____  


Mini-Glossary (from source docs → everyday English)


*	CLSC → Local community service center (the customer’s local service area / lot)
*	RLS (Réseau local de services) → Local service network (regional grouping)
*	“Demandes ponctuelles” → Ad-hoc single visits (variable duration; no mileage or travel time billable)
*	“Routes de travail” → Planned routes (sequences of short visits; mileage billable, no travel time)
*	“Quart de travail” → Shift (start/end times used for scheduling and cancellation rules)
*	AVQ (Aide à la vie quotidienne) → Activities of Daily Living (ADLs) (hygiene, dressing, feeding, transfers, elimination)
*	AVD (Aide à la vie domestique) → Domestic / Instrumental ADLs (meal prep, laundry, housekeeping, errands)
*	Présence-surveillance → Safety/presence monitoring
*	Devis → Specifications (scope/requirements)
*	Régie → General conditions / commercial terms
*	Bordereau de prix → Price schedule / bid form
*	Addenda → Addendums / amendments
*	AMP (Autorité des marchés publics) → Québec Public Procurement Authority (authorization to contract)
*	CNESST → Québec workers’ compensation & OHS board
*	Revenu Québec Attestation → Tax compliance attestation (must be valid)
*	MSSS → Québec Ministry of Health and Social Services

  _____  

If you want, I can export this as a 1-page PDF with your logo and also provide a fillable invoice template (Excel) that enforces the “ad-hoc vs. route” mileage logic. Want me to generate those?

 

--


Tim Thomas

Head of Midwest & Canada Divisions | TheKey

Mobile: 514.591.9387

 


 <https://www.thekey.com/>