--00000000000009cef905ec91f2fe Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Jay, I agree with you 100%. The challenge for example in NJ, is that these are RN's with a clinical focus. They have to assess, paperwork, etc and don't have time to handle billing as well. But someone has to own it and it should be the client success manager. *Cathy Goffredo* Regional Director PA & NJ C. 267-406-5844 *Note my new email address:cathy.goffredo@TheKey.com* *TheKey.com * [image: TheKey] On Thu, Nov 3, 2022 at 10:37 AM Jay Skypeck wrote: > In my opinion those closest to the case should be the best to proactively > mediate these issues (as they have been with billing challenges, price > increases etc) > These folks are truly in the home and the face of our company in our > clients eyes, so they have a vested interest in their trust and > professional reputation. > I agree tickets need to be created for ongoing visibility and > accountability for issues so we can solve process failures, but I don=E2= =80=99t > think we can yet say they are not to be involved. > > On Thu, Nov 3, 2022 at 10:28 AM Cathy Goffredo catherine.goffredo@thekey.com> wrote: > >> Hello my fellow colleagues.... >> >> Happy Thursday! >> >> Need some input. I was told yesterday that Client Success Regional >> Managers should not be handling billing issues. So if they don't handle >> billing issues, who is supposed to own that client issue? Billing sends = the >> email to me and my RN Client Success Manager. >> >> I was also told they recently updated the Client Success job >> descriptions. Is that true? The last version I have was from May. >> >> *Cathy Goffredo* >> Regional Director PA & NJ >> C. 267-406-5844 >> >> *Note my new email address:cathy.goffredo@TheKey.com* >> *TheKey.com * >> [image: TheKey] >> > -- > Jay Skypeck > *Regional Director New England* > > > *445 Washington StreetWellesley, MA 02482617.910.6922* > Jason.Skypeck@TheKey.com > > TheKey.com > [image: TheKey] > --00000000000009cef905ec91f2fe Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Jay, I agree with=C2=A0you 100%. The challenge for example= in NJ, is that these are RN's with a clinical focus. They have to asse= ss, paperwork, etc=C2=A0and don't have time to handle billing as well. = But someone has to own it and it should=C2=A0be the client success manager.= =C2=A0 Cathy Goffred= o Regional = Director PA & NJ C. 267-406-5844 Note my new email address: cathy.goffredo@TheKey.com TheKey.com =C2=A0 On Thu, Nov 3, 2022 at = 10:37 AM Jay Skypeck < jason.= skypeck@thekey.com > wrote: <blockquote class=3D"gmail_quote= " style=3D"margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);= padding-left