Fwd: New Client Audit Results- Action Required

I know you all may have received this - just making sure you see the
deadline and respond if needed before the deadline please.

From: <eclark@thekey.com>
Date: Fri, Aug 5, 2022 at 5:56 PM
Subject: New Client Audit Results- Action Required
To: Melissa Reyes <melissa.reyes@thekey.com>, David Durbin <
david.durbin@thekey.com>, Angie Markwell <angie.markwell@thekey.com>, Chen
Xie <chen@homecareassistance.com>, Audra Williams <audraw@thekey.com>,
Alicia Broussard <abroussard@thekey.com>, Alisha Wise <awise@thekey.com>,
Amy Harris <aharris@thekey.com>, Araceli Gutierrez <
araceli.gutierrez@thekey.com>, Bobby Kou <bkou@homecareassistance.com>, <
carol.miller@thekey.com>, Cassi Gilkeson <cgilkeson@thekey.com>, Cathy
Goffredo <cathy.goffredo@thekey.com>, Charlie Ferro <cferro@thekey.com>,
Christa Chalfa <cchalfa@homecareassistance.com>, Gail Carboy <
gcarboy@thekey.com>, James Buscemi <jbuscemi@thekey.com>, <
jmuskat@homecareassistance.com>, Kim Kranwinkel <
kimberly.kranwinkel@thekey.com>, Kimberly Guerci <kguerci@thekey.com>, <
laura.hintz@thekey.com>, Peggy Anderson <panderson@homecareassistance.com>,
Triff Cook <triff@thekey.com>, Yukari Roberts <yroberts@thekey.com>, <
bethann.rosario@thekey.com>, Jay Skypeck <jason.skypeck@thekey.com>,
Claudia Hernandez <chernandez@thekey.com>, <peter.dacosta@thekey.com>
Cc: <gscott@homecareassistance.com>

Hello All-

The linked spreadsheet has the details of our ongoing New Client Audit and
the details on missing documents as of 8/5. *We need your help to ensure
these items are updated/loaded by COB Friday 8/12 for any clients not
labeled as “Low Priority.”*

This is a manual audit we expect will evolve over time and appreciate your
feedback and participation in ensuring this is an efficient and effective
process as we distribute this on a weekly basis moving forward. We will be
auditing all clients on this file in two days so no need to reply as
documents are loaded/updated however, if you have questions or need
clarification, please feel free to reach out to me directly. Along those
lines, it’s our understanding these requirements should be known, however,
please feel free to reach out directly if you have any questions why these
are needed and critical to our business.

   - *When does Finance audit clients & when**?*
      - Clients are created in NetSuite when a client is moved to an
      Activated Status and has a Location assigned to their Client Profile in
      ClearCare. Finance audits new clients each Monday, for clients created in
      the prior Friday through Thursday week.
         - For example, on August 1st, we’re auditing clients created July
         22 – July 28sth

   - *All Clients should be set up with the below documents, tags, and
   basic demographic information before the first day of care:*
      - Signed Client Consent Agreement (CCA) in ClearCare
      - Signed Payment Authorization Form (PFA) in ClearCare or, a stored
      payment method in Versapay
      - Be tagged to their method of payment, which should mirror their PAF
         - Fiduciary, LTC-AOB, PMT-CC, etc.
      - Have an Address or Email on file (both are preferred) for the
      Client or Payer Contact for Invoice Delivery

Reading & filtering the audit file:

1.       *Location-* Filter for your Location(s) in Column E

2.       *CCA*-Filter column AF for a status of “Not Loaded” and “Loaded
but Incomplete” to determine which clients need their CCA loaded/updated.

§  Loaded but Incomplete would imply the form is blank, or missing
signature.

3.       *PAF*- Filter column AG for a status of “Not Loaded” and “Loaded
but Incomplete” to determine which clients need an PAF loaded/updated.

§  Loaded but Incomplete would imply the form is blank, missing signature,
or that the account information is invalid or expired

§  If a client has their payment method stored in Versapay, this item is
marked Accurate & Complete, and the location is not marked negatively for
the audit.

§  If the client is paying via check due to a Fiduciary set up, Facility
Billing, or was approved by Finance Leadership the PAF should be loaded
with “Check Exception” written on the PAF

1.       This is new, but is the only way to ensure Finance is aware
approval was obtained by Gary Scott or Brian Scott

4.       *Tags*- Filter column AH for a status of “Not Loaded” and “Loaded
but Incomplete” to determine which clients need their Tags updated to
mirror their PAF.

§  These should be outstanding until the PAF is loaded and
validated/accurate

5.       *Invoice Delivery-* Filter column AI for “No Address or Email for
Client or Payer” to determine which clients need their contacts updated
and/or their basic demographics added in ClearCare.

§  NetSuite will use the Payer (not e-payer or any other contact type)
address and email.

§  If there is no Payer, NetSuite will use the Client address and email. If
neither are found this means there is no reliable method of emailing or
sending invoices via USPS mail.

§  We add any contacts marked as “Email Invoices” to Versapay directly
however, changes to those contacts will not push to NetSuite daily
therefore it’s critical we use the Client & Payer fields. This allows the
local team ownership over updates without requiring emails or manual
updates by the Finance Teams. If applicable, the “Email Invoices” Contacts
should be updated to a “Payer” to ensure changes to the Payer are
automatically fed to the Versapay billing system.

6.       *First Scheduled & Completed Date*- View Column AM to help
determine the level of priority and/or delay in set up by viewing the 1st
Scheduled & Completed date in CC

Below is a summary of the success rate for each required item by specific
Location, and a percentage of improvement when reviewing 7/25 versus 8/4

*Location Updates 7/25 versus 8/4*

*Signed Consent Agreement on File?*

*% Change*

*Valid Payment Authorization on File? *

*% Change*

*Payment Tags selected*

*% Change*

*Address or Email On File for Client or Payer*

*% Change*

123 Home Care

94%

8%

81%

-1%

84%

-3%

97%

-3%

Annapolis

100%

7%

100%

13%

100%

13%

94%

-6%

Atlanta

85%

-5%

89%

-1%

89%

-7%

100%

0%

Austin

68%

-10%

68%

-10%

68%

-10%

91%

-10%

Bay Area North

66%

4%

63%

7%

63%

7%

95%

-1%

Palm Beach

93%

3%

91%

4%

93%

1%

98%

-2%

BERGEN

100%

10%

91%

23%

100%

10%

100%

0%

Bethesda

64%

-18%

55%

-38%

55%

-38%

100%

0%

Boca Raton

80%

25%

80%

25%

80%

25%

100%

20%

Boise

90%

-11%

70%

-2%

70%

-2%

100%

0%

Broward County

67%

50%

50%

100%

67%

50%

100%

0%

Carmel/Monterey

83%

-20%

83%

-20%

83%

-20%

100%

0%

Central LA

78%

4%

67%

0%

72%

8%

94%

3%

Central NJ

95%

-6%

89%

-2%

95%

3%

95%

-6%

Charleston

100%

0%

75%

-33%

100%

0%

100%

0%

Chicago

65%

-8%

61%

-16%

61%

-16%

96%

-5%

Clemson

100%

0%

100%

0%

100%

0%

100%

0%

Cleveland

100%

0%

50%

-100%

50%

-100%

100%

0%

CNRS

88%

-3%

88%

-3%

88%

-3%

83%

-20%

Colorado

83%

10%

50%

0%

67%

-13%

100%

0%

Colorado Springs

100%

0%

100%

0%

100%

0%

100%

0%

Columbus

60%

0%

40%

0%

40%

0%

100%

0%

Daughterly Companions

78%

20%

78%

36%

44%

72%

100%

0%

East Bay

86%

2%

83%

-2%

81%

-4%

93%

-7%

ECS GCM Clearcare

100%

0%

100%

0%

100%

0%

100%

0%

Fairfield

100%

25%

100%

25%

100%

25%

100%

25%

Frederick

50%

20%

67%

40%

67%

40%

100%

0%

Grand Rapids

85%

0%

81%

0%

82%

-1%

100%

1%

Milwaukee

100%

17%

90%

7%

90%

7%

100%

17%

Midland

80%

4%

48%

3%

48%

3%

100%

1%

Grand Strand

60%

-25%

70%

-43%

70%

-43%

100%

0%

Greenville

67%

0%

67%

0%

67%

0%

100%

0%

Hartford

89%

13%

89%

13%

89%

13%

100%

22%

Help at Home

50%

-33%

25%

-33%

25%

-33%

100%

0%

Houston

100%

0%

100%

6%

100%

0%

100%

0%

Indiana

100%

0%

100%

0%

100%

0%

100%

0%

Kansas

100%

20%

71%

44%

71%

44%

100%

20%

Kenwood

71%

16%

86%

30%

86%

30%

86%

-17%

Lake Oswego

86%

-17%

86%

-17%

86%

-17%

100%

0%

Las Vegas

40%

-150%

60%

-67%

60%

-67%

100%

0%

Los Gatos

91%

-10%

86%

-9%

86%

-9%

95%

-5%

Lynchburg

88%

-2%

69%

-29%

81%

-23%

100%

0%

McKinney

80%

-25%

60%

-11%

60%

-11%

100%

0%

Mesa

75%

11%

75%

11%

75%

11%

100%

0%

Millenia

100%

0%

100%

0%

100%

0%

100%

0%

SPS - Santa Barbara

100%

0%

100%

0%

100%

0%

100%

0%

N. Fort Worth

50%

33%

33%

0%

33%

0%

100%

0%

Napa

69%

21%

56%

19%

69%

21%

100%

18%

Naples (Help At Home)

79%

-2%

75%

0%

75%

0%

96%

1%

Nassau

100%

0%

100%

0%

100%

0%

100%

0%

Newport

75%

-5%

70%

18%

70%

8%

100%

0%

Northern Virginia

68%

-4%

55%

-8%

55%

-8%

100%

0%

North LA

100%

0%

100%

0%

100%

0%

100%

0%

Palm Desert

100%

0%

75%

-33%

75%

-33%

100%

0%

Park Vista NP

50%

100%

50%

100%

50%

100%

100%

0%

Pennsylvania

100%

0%

91%

-10%

91%

-10%

65%

8%

Puget Sound

98%

15%

88%

22%

90%

20%

98%

-2%

Raleigh

95%

2%

75%

-14%

80%

-16%

100%

0%

Riverside

50%

-100%

50%

-100%

50%

-100%

100%

0%

Roanoke

95%

2%

85%

6%

90%

4%

100%

0%

Rockwall

100%

0%

100%

0%

100%

0%

100%

0%

Roseville

70%

29%

70%

29%

70%

17%

95%

4%

Salt Lake

100%

0%

100%

0%

100%

0%

100%

0%

San Antonio

78%

-29%

78%

-29%

78%

-29%

100%

0%

San Diego

88%

-5%

94%

-7%

94%

-7%

100%

0%

San Dimas

80%

0%

80%

-25%

100%

0%

100%

0%

Santa Rosa

95%

-6%

58%

-30%

63%

34%

100%

0%

Sarasota

55%

-67%

50%

-9%

50%

-27%

100%

0%

Scottsdale

56%

10%

67%

25%

67%

25%

100%

0%

South bay

80%

-25%

100%

0%

100%

0%

100%

0%

Southern NJ

85%

14%

77%

17%

77%

17%

85%

3%

Spokane

89%

13%

68%

19%

79%

16%

100%

0%

Springfield

82%

-22%

73%

-15%

82%

-22%

100%

0%

SRG SB

100%

0%

100%

0%

100%

0%

100%

0%

SRG SC

100%

0%

100%

0%

100%

0%

100%

0%

St. Louis

100%

0%

100%

0%

92%

5%

100%

0%

Steps Home Care

100%

0%

100%

0%

100%

0%

83%

-20%

Suffolk County

100%

13%

100%

13%

100%

13%

100%

13%

The Peninsula

97%

7%

89%

14%

91%

17%

97%

12%

TRDS

75%

100%

75%

-33%

75%

-33%

100%

0%

Virginia Beach

67%

-25%

67%

-13%

67%

-13%

100%

0%

VNA New Jersey

100%

0%

75%

0%

100%

0%

100%

0%

Wellesley

67%

-13%

67%

-13%

67%

-50%

100%

0%

West Chester

75%

-33%

75%

-33%

75%

-33%

100%

0%

SRG CAL

100%

0%

100%

0%

100%

0%

100%

0%

Life Matters

0%

#DIV/0!

0%

#DIV/0!

0%

#DIV/0!

100%

0%

Canoga Park

100%

0%

50%

100%

50%

100%

100%

0%

Average Success Rate

83%

76%

78%

98%

Kind regards-

Elizabeth Clark

*Sr. Manager, Continuous Improvement *

*TheKey*

Office|Cell : 619-822-4855

eclark@thekey.com

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

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