--000000000000f8971a05eab01c8e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Dear Regional Directors, As most of you are aware, the Service Quality team under Aileen Ruffin in partnership with the LTC Center of Excellence and Revenue Operations have been working on a project to help our clients realize the full benefit plan they paid for through their long-term care insurance (LTCi) plan. Working together throughout this process showed us just how many of our clients are not using the full benefit of their plan simply because they don=E2=80=99t = know or understand the nuances of the plan. Through the efforts of the LTC team in coordination with the operational leaders, we can help our clients understand and use these plans to further align the care needs with our service allowing them to live comfortably in their homes for longer. The goal of this project is to help our clients receive the appropriate amount of care they are entitled to under their LTCi plans and we need your help to achieve it. Field leaders will receive an invitation from our Revenue Operations team member, Tim Specht, as we work to continue the LTCi efforts. As we work through our list of LTC clients, we ask that your team work together with Tim and Jaymie DiSaia to coordinate the information and communication with the clients about their benefits. We're here to help you build stronger, deeper, even more trusting relationships with your clients through our work on their behalf with LTCi. Most clients=E2=80=99 are not aware of their unused benefits Clients have told us time and time again that they don=E2=80=99t understand= their own plans. To help solve this, we brought in our LTCi experts under Jaymie DiSaia to promote education and awareness for our clients about their long term care policy. The confidence it brings our clients to know they have a dedicated team of LTCi experts behind them to support and advocate for them cannot be understated. Providing this guidance through partnership with your team can help TheKey ensure we provide the best care possible for our clients. Long-term Care Insurance Team Last week our LTC team split functions and responsibilities into two groups: advocacy & review vs claim submission. The LTCi advocacy team has evolved to ensure continued quality in service for our clients. Jaymie DiSaia and team will be joining the greater Revenue Operations team to help drive quality of LTCi service and experience. Jaymie is the point of contact at the beginning of every client's journey who desires or is thinking about using their LTCi plan for services (more to come on this in future announcements).Clients will have access to an LTCi advocacy team member who can help analyze and determine benefit requirements, including hour thresholds, maximum benefits, and authorizations. See link here for an explanation of how our LTCi advocacy team can help our clients. Please reach out to myself, Jaymie, Tim, or the LCTi@thek