Re: Billing variance WE 03/01/26 - Montreal

Good Afternoon,

I have reviewed this week's billing and confirm that it is correct. Since
there are no amounts listed for any of the B shifts, the amount recorded in
ClearCare will be billed on the invoice.

Regards,

Chakera Dixon | TheKey
Billing Analyst ll
*Upcoming Time Off:*

*Please note my email has changed:*
cdixon@thekey.com <https://brand.thekey.com/esg/cdixon@thekey.com>
(408) 856-2418 Ext. 150015
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>

On Mon, Mar 9, 2026 at 11:47 AM Joey Taylor <joey.taylor@thekey.com> wrote:

> Good Morning,
>
> Thank you for the clarification. Can someone review the billing for March
> 2nd to March 8th to confirm everything is billed correctly.
>
> Has the client been informed of the billing issues for the past month? If
> we are adding additional charges, he should be informed of what happened.
>
> Thank you,
>
> On Fri, Mar 6, 2026 at 1:13 PM Loretta Fasel-Slater <lslater@thekey.com>
> wrote:
>
>> Hello Joey,
>>
>> Following a review with Amy Konke, we identified the cause of the billing
>> variances.
>> While the first full week of live-in rates was processed correctly, the
>> Friday (A) shifts were changed to non-billable (N/A) starting the week of
>> 02/09 – 02/15. Because NetSuite is programmed to bill live-in rates
>> specifically on the (A) shift, these charges were not captured.
>>
>> [image: image.png]
>>
>> To resolve this and ensure accurate billing moving forward, please take
>> the following actions:
>>
>> - To address missing charges: A new shift must be entered in Wellsky to
>> invoice for the missing Friday live-in charges. (2/13, 2/20, 2/27)
>> - For future billing: I recommend reverting to the setup used during the
>> week of 01/19 – 01/25 to ensure the Friday live-in shifts generate
>> correctly.
>>
>> [image: image.png]
>>
>> Please note that the final invoice displays only the date and the
>> caregiver's name, not specific shift times, therefore, these adjustments
>> will not affect the level of detail shown to the client.
>> [image: image.png]
>> Please let me know if you have any questions.
>>
>> Thanks,
>>
>> *Loretta Fasel-Slater*
>>
>> Billing Analyst 1 | TheKey
>>
>> Mobile: 616.612.3129 | ext 145019
>>
>> [image: TheKey]
>>
>>
>> On Fri, Mar 6, 2026 at 11:57 AM Kristy Poyner <kristy.poyner@thekey.com>
>> wrote:
>>
>>> Hi Joey,
>>>
>>> I'm having our Senior Amy take a look at this with Loretta this morning.
>>> They'll circle back with an update by end of day.
>>>
>>> Thank you,
>>>
>>> *Kristy Poyner*
>>>
>>> Billing Manager | *TheKey*
>>>
>>>
>>>
>>> <http://www.thekey.com/>
>>>
>>> ------------------------------
>>> *From:* Joey Taylor <joey.taylor@thekey.com>
>>> *Sent:* Friday, March 6, 2026 8:38 AM
>>> *To:* Loretta Fasel-Slater <lslater@thekey.com>; Timothy Thomas <
>>> tt@thekey.com>
>>> *Cc:* Melissa Caltagirone <mcaltagirone@thekey.com>; Nikita Moreau <
>>> nmoreau@thekey.com>; Kristy Poyner <kristy.poyner@thekey.com>
>>> *Subject:* Re: Billing variance WE 03/01/26 - Montreal
>>>
>>> Good Morning,
>>>
>>> Any news on this?
>>>
>>> On Wed, Mar 4, 2026 at 4:43 PM Joey Taylor <joey.taylor@thekey.com>
>>> wrote:
>>>
>>> Good Afternoon Loretta,
>>>
>>> I pulled previous invoices and they are all like this. Does this mean we
>>> have incorrectly billed this client?
>>>
>>> On Wed, Mar 4, 2026 at 4:24 PM Loretta Fasel-Slater <lslater@thekey.com>
>>> wrote:
>>>
>>> Hello Joey,
>>>
>>> Thank you for the clarification. I have included Kristy Poyner for
>>> visibility.
>>>
>>> Regarding this week's invoice 1258230, the amount billed was $2,323.33.
>>> The $450 difference is due to the 2/27 12:00 a.m. to 8:00 p.m. (B) shift
>>> not being invoiced, as NetSuite is programmed to bill live-in rates on the
>>> (A) shift. Additionally, the (A) shift from 8:00 p.m. to 11:59 p.m. on 2/27
>>> was entered as non-billable (N/A).
>>>
>>> The live-in billed amount must be applied to the (A) shift for the
>>> invoice to generate correctly.
>>>
>>> [image: f73f63cb-3dac-4c60-9702-4198fef00882.png]
>>> [image: image.png]
>>>
>>>
>>> Thanks,
>>>
>>> Loretta Fasel-Slater
>>>
>>> *Loretta Fasel-Slater*
>>>
>>> Billing Analyst 1 | TheKey
>>>
>>> Mobile: 616.612.3129 | ext 145019
>>>
>>> [image: TheKey]
>>>
>>>
>>> On Wed, Mar 4, 2026 at 3:46 PM Joey Taylor <joey.taylor@thekey.com>
>>> wrote:
>>>
>>> Good Afternoon,
>>>
>>> The client has 2 different live-in caregivers who start and finish at
>>> different times. I ran this by Kristy Poyner to ensure everything was
>>> correct when we started the case. The total amount for the invoice in
>>> Wellsky ($2,773.33) is correct for the billing period of Feb 23r to Mar 1st.
>>>
>>> Thank you,
>>>
>>> On Wed, Mar 4, 2026 at 1:12 PM Loretta Fasel-Slater <lslater@thekey.com>
>>> wrote:
>>>
>>> Hello Montreal Team,
>>>
>>> Regarding client Payson, we have a $450 variance.   I noticed that the
>>> live-in rate is applied to both shifts (A) and (B) for 2/26–2/27, but the
>>> amount is only billed in NetSuite for shift (A).
>>>
>>> Additionally, there is no billed amount appearing for the 2/27–2/28
>>> shift. Could you please confirm if these entries are correct?
>>>
>>> [image: image.png]
>>>
>>> Best regards,
>>>
>>> Loretta Fasel-Slater
>>>
>>> *Loretta Fasel-Slater*
>>>
>>> Billing Analyst 1 | TheKey
>>>
>>> Mobile: 616.612.3129 | ext 145019
>>>
>>> [image: TheKey]
>>>
>>>
>>>
>>> --
>>>
>>> Joey Taylor
>>>
>>> *Directeur Général/**General Manager*
>>>
>>> 514-907-5065
>>>
>>> TheKey.ca   <https://thekey.ca/>
>>>
>>> [image: TheKey]
>>>
>>>
>>>
>>> --
>>>
>>> Joey Taylor
>>>
>>> *Directeur Général/**General Manager*
>>>
>>> 514-907-5065
>>>
>>> TheKey.ca   <https://thekey.ca/>
>>>
>>> [image: TheKey]
>>>
>>>
>>>
>>> --
>>>
>>> Joey Taylor
>>>
>>> *Directeur Général/**General Manager*
>>>
>>> 514-907-5065
>>>
>>> TheKey.ca   <https://thekey.ca/>
>>>
>>> [image: TheKey]
>>>
>>
>
> --
>
> Joey Taylor
>
> *Directeur Général/**General Manager*
>
> 514-907-5065
>
> TheKey.ca   <https://thekey.ca/>
>
> [image: TheKey]
>