RE: CDHC Connect Meeting Notes | 12/8/23

Hi Tim,

 

From a billing perspective this would not be ideal as this would delay cash flow, which was one of our concerns, and could cause confusion with clients. Clients would receive one invoice for the full billed amount, which was the biggest complaint from clients previously, and later could receive a secondary invoice for the adjusted amount. 

 

A potential solution could be requiring a non-refundable deposit from CDHC clients upon start of service. This deposit would automatically be applied towards invoices on the client account. The deposit could later be unapplied for the CDHC covered amounts already billed, once the letter is received and services submitted, and then be utilized for future client responsibility invoices. Let me know your thoughts or if you’d like to set up time to readdress before rolling this out to Shawntel and the team.

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 

From: Timothy Thomas <tt@thekey.com> 
Sent: Monday, December 11, 2023 8:09 AM
To: kristy.poyner@thekey.com
Cc: Chuck Terlesky <cterlesky@thekey.com>; michelle.kenaga@thekey.com
Subject: Re: CDHC Connect Meeting Notes | 12/8/23

 

Thanks Kristy.

 

We will be billing certain clients who are not financially qualified at the exact CDHC rate. 

 

Question regarding invoicing clients prior to receiving the letter. Is it possible to set the payment terms to 30 days so that we're not charging their method of payment and thus having to reverse it when the letter arrives? Thoughts?

 

Best regards,

Tim

 

On Fri, Dec 8, 2023 at 3:56 PM <kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> > wrote:

Happy Friday!

 

Thank you for joining Michelle and I on the call this morning. We sincerely appreciate your time in talking through this process with us. I have attached the deck from today’s meeting for reference and outlined our discussion and action items below. Please let me know if there is anything I missed. Also attached is a breakdown of the Order to Cash teams and escalation paths.

 

Key Notes:

*	Discussed pain points and potential billing solutions for CDHC client billing and considerations for each.

*	Delay in receiving letter.

1.	S1: Hold billing in ClearCare.
2.	S2: Invoice to CDHC and hold submitting.
3.	S3: Bill clients privately until letter is received.

*	Multiple points of contact reaching out for letter confirmation.

1.	Consolidate the contacts reaching out to local office partners regarding letter confirmations.

*	Tim and Chuck agreed to move forward with delaying start of care or billing client privately for care until letter is received.

*	Upon letter receipt amounts covered by CDHC authorization back dating will be refunded or credited to client account.
*	The refunded amount would exclude any dates of service unable to be submitted to CDHC if the delay is outside of the CDHC submission window.

*	Client consent agreements do not currently house verbiage regarding CDHC billing while pending letter.

 

Side Note: It looks like today there are some new CDHC clients being added at the exact CDHC authorization rate of $32.95. It was mentioned we want to continue billing standard rates. Just wanted to verify if billing should question CDHC clients billing at the exact CDHC rate?

 

Action Items:

*	Tim/Chuck to work with legal to add verbiage surrounding CDHC expectations to consent agreements.
*	Kristy to schedule meeting to review process going forward with Shawntel Sousa, Dennis Fancy, and Chakera Dixon.

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 




 

-- 


Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

 <https://www.thekey.ca/> TheKey.ca


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