--00000000000035b76a0635977e3e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you! *Mary Ellen Luera* Market Lead | TheKey Mobile: 408.313.8939 Office: 408.356.0127 On Tue, May 20, 2025 at 1:51=E2=80=AFPM Jeannie Ortiz wrote: > Good Day, > > I would like to inform you that as of Friday, May 16, 2025, all John > Hancock clients who are currently receiving services and have initiated > claims have had their claim numbers successfully captured and entered int= o > NetSuite. > > Thank you to the Start of Care team and Wendy for collaborating > effectively to complete this task so quickly. > > Thank you, > Jeannie Ortiz > > On Fri, May 9, 2025 at 1:51=E2=80=AFPM Jeannie Ortiz > wrote: > >> Good Day, >> >> I want to share an important update regarding *John Hancock *(JH) >> clients and the information required for invoice submission: >> >> John Hancock now requires all clients to enter a Policy and Claim Number >> into their submission portal to submit invoices. Previously, only the >> policy number was needed. >> >> Currently we have, >> >> - *46.9%* of JH clients do not have a claim number on file. >> - >> >> *29.7%* of JH clients have declined to sign a HIPAA authorization. >> >> Our team will actively work to obtain the missing claim numbers directly >> from clients or John Hancock. However, please keep in mind that without = a >> signed HIPAA authorization, our access to this information is limited. >> Additionally, some clients may not know their actual claim number. >> >> We want to emphasize the following: >> >> *Without both the claim number and policy number, we will not be able to >> submit invoices for these clients.* >> >> This currently affects *98 clients* and will result in delays in >> reimbursement until the required information is received. >> >> To address this, the *Start of Care team* will contact the clients and >> John Hancock directly to obtain the missing claim numbers. Please be >> advised, however, that this process will take time, and there will be >> delays in invoice submission for impacted clients. >> >> Going forward, we ask that you *clearly inform all new John Hancock >> clients* that we require both the *claim number* and *policy number* to >> proceed with billing. >> >> Thank you for helping to set these expectations early and for your >> continued partnership as we work through this issue. >> >> -- >> >> Thank you, >> >> *Jeannie Ortiz* >> >> Finance Onboarding & Experience Manager | TheKey >> >> jeannie.ortiz@thekey.com >> *Phone:* 754.231.4471 | *Fax:* 813.693.5625 >> >> >> >> >> >> >> >> > > > -- > > Thank You, > > *Jeannie Ortiz* > > Finance Onboarding & Experience Manager | TheKey > > jeannie.ortiz@thekey.com > *Phone:* 754.231.4471 | *Fax:* 813.693.5625 > > > > > > > > --00000000000035b76a0635977e3e Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you!