Re: 164666 Linda Lyles - FIN-WELCOME CALL - [#1044876]

Hello, I am still working on this. I am having a lot of trouble getting a
hold of the POC. Thank you for your patience.

On Wed, Feb 5, 2025 at 10:56 AM Sarah Tenny <sarah.tenny@thekey.com> wrote:

> Hello, thank you for your patience. I am working on this. I will provide
> an update as soon as I have one. Thank you
>
> On Wed, Feb 5, 2025 at 9:07 AM DeAnna Brown <clientservice@thekey.com>
> wrote:
>
>> *THIRD ATTEMPT*
>>
>> Hello,
>>
>> I am following up on my previous email.  I noticed that the person whose
>> payment information was provided on the PAF is not the person who signed
>> the document.
>> In order to be compliant with our legal and payment processing policies,
>> we will need to obtain a PAF that has the signature of the person whose
>> payment information is provided, authorizing us to charge their account.
>> Alternatively, we will need proof that the signer is authorized to use the
>> provided payment information. This can be verified by having the signer
>> listed on the account (e.g., by providing a voided check) or by submitting
>> a copy of a POA granting the signer authority to use the payment
>> information.
>>
>> Without formal documentation verifying this authorization, we will be in
>> violation of PCI compliance standards. This exposes us to potential
>> security risks and leaves us vulnerable if the client decides to dispute
>> any charges. Without proof of authorization, we would be unable to properly
>> defend against such claims, which could result in significant legal and
>> financial consequences.
>>
>> Please let me know if you have any questions or need further
>> clarification.
>>
>> Thank you!
>> DeAnna Brown
>>
>>
>> *ltci@thekey.com <ltci@thekey.com>Long Term Care Insurance Customer
>> Service - (855)-205-8007Long Term Care Insurance Fax - (813) 693-5625*
>> *Billing@thekey.com <Billing@thekey.com>*
>> *866-226-1702*
>>
>> On Fri, 31 Jan at 3:55 PM , DeAnna Brown <clientservice@thekey.com>
>> wrote:
>> Hello,
>>
>> I am following up on my previous email.  I noticed that the person whose
>> payment information was provided on the PAF is not the person who signed
>> the document.
>> In order to be compliant with our legal and payment processing policies,
>> we will need to obtain a PAF that has the signature of the person whose
>> payment information is provided, authorizing us to charge their account.
>> Alternatively, we will need proof that the signer is authorized to use the
>> provided payment information. This can be verified by having the signer
>> listed on the account (e.g., by providing a voided check) or by submitting
>> a copy of a POA granting the signer authority to use the payment
>> information.
>>
>> Without formal documentation verifying this authorization, we will be in
>> violation of PCI compliance standards. This exposes us to potential
>> security risks and leaves us vulnerable if the client decides to dispute
>> any charges. Without proof of authorization, we would be unable to properly
>> defend against such claims, which could result in significant legal and
>> financial consequences.
>>
>> Please let me know if you have any questions or need further
>> clarification.
>>
>> Thank you!
>> DeAnna Brown
>> DeAnna Brown
>>
>>
>> *ltci@thekey.com <ltci@thekey.com>Long Term Care Insurance Customer
>> Service - (855)-205-8007Long Term Care Insurance Fax - (813) 693-5625*
>> *Billing@thekey.com <Billing@thekey.com>*
>> *866-226-1702*
>>
>> On Mon, 27 Jan at 4:57 PM , DeAnna Brown <clientservice@thekey.com>
>> wrote:
>> Hello,
>>
>> Upon auditing this client's profile, I noticed that the person whose
>> payment information was provided on the PAF is not the person who signed
>> the document.
>> In order to be compliant with our legal and payment processing policies,
>> we will need to obtain a PAF that has the signature of the person whose
>> payment information is provided, authorizing us to charge their account.
>> Alternatively, we will need proof that the signer is authorized to use the
>> provided payment information. This can be verified by having the signer
>> listed on the account (e.g., by providing a voided check) or by submitting
>> a copy of a POA granting the signer authority to use the payment
>> information.
>>
>> Without formal documentation verifying this authorization, we will be in
>> violation of PCI compliance standards. This exposes us to potential
>> security risks and leaves us vulnerable if the client decides to dispute
>> any charges. Without proof of authorization, we would be unable to properly
>> defend against such claims, which could result in significant legal and
>> financial consequences.
>>
>> Please let me know if you have any questions or need further
>> clarification.
>>
>> Thank you!
>> DeAnna Brown
>>
>>
>> *ltci@thekey.com <ltci@thekey.com>Long Term Care Insurance Customer
>> Service - (855)-205-8007Long Term Care Insurance Fax - (813) 693-5625*
>> *Billing@thekey.com <Billing@thekey.com>*
>> *866-226-1702*
>>
>> On Thu, 23 Jan at 1:00 AM , Linda Lyles <elleavate@gmail.com> wrote:
>>
>> Date Created NetSuite ID Clearcare ID Caretree ID Patient Name Division
>> Region location URL Priority First Completed Shift Date Start Month Normal
>> Bill Rate on CCA  Bill Rate on CCA Match Client Billing Policy? Bill
>> Rate on CCA Match First Scheduled Shift? Is OT Verbiage included in CCA? Does
>> OT in Billing Policy Match Agency OT Settings? Current Status Date
>> Completed/ Identified Deactivated Initial Audit- Signed Consent
>> Agreement or contract on File? Initial Audit- Payment Authorization on
>> File? Special Handling Alert? Signed Consent Agreement or Contract on
>> File?
>> (As of last audit) Current Consent Agreement? CCA Comment Date CCA was
>> uploaded Date CCA was signed Wet-Sign or E-Sign Payment Authorization on
>> File?
>> (As of last audit) PAF Comment Date PAF was uploaded Date PAF was signed Wet-Sign
>> or E-Sign CCA signed by a Power of Attorney (POA)? "Email Invoices" and
>> Payer Contacts Added to Versapay LTC/LTC AOB Tag, on Consent Agreement
>> or on Payment Auth Form
>> Email LTCi@thekey.com Ticket# created - notified to LTC Payment Method
>> Added to Versapay (All should be added to Autopay) Is Client Enrolled in
>> Autopay? Do not apply Credit Card surcharge? CC PAF Form Redacted?  Client/Payer
>> Invited to Versapay? Deposit or Advanced Payment Needs Processing Tag
>> Added in NetSuite? Interest seen on CCA? Last Audited By Last Audited On FIN
>> Welcome Call Ticket# PSG Comments Deactivated? Open Balance
>> 1/20/2025 164666 7795507 Linda Lyles East Midwest St.Louis TheKey of
>> Missouri, LLC 1/17/2025 Jan $42.00 Yes Yes Yes Yes Started Accurate &
>> Complete Loaded but Incomplete No Accurate & Complete Yes 1/17/2025
>> 1/16/2025 E-Signature Loaded but Incomplete Payment method does not
>> belong to Signor 1/17/2025 1/16/2025 E-Signature Yes Complete Notified
>> LTCi Team Complete Yes Not Required No Yes No Deposit or Advanced
>> Payment Needed Yes Yes Madel Cuadra 1/22/2025
>> 1/22 - 1st Audit : Has completed shift schedule in the past, CCA
>> complete, PAF is uploaded but incomplete because payment method does not
>> belong to signor / no POA on file, PMT method still added and enrolled to
>> Autopay, PT complete, Other PMT method (card) not added in VP due to
>> invalid account number (11 digits only), Card not redacted, Has LTC tagging
>> on profile and has LTC document on file, Tagged as LTC in NS - MC
>> $0.00
>>
>> Checklist Check List Type Agent Answer
>> Client Tag LTC
>> Net Terms Net 2
>> Billing Frequency Weekly
>> Bill Rate $ 42
>> ACH/CC Ending ACH 5956
>> CCA & PAF Name Match N
>> CSM Name
>>
>> Client Discussion
>> Reviewed Name & Address on File Y/N
>> Ask how they want Invoices: USPS or Email Y/N
>> Validate all Emails on File  Y/N
>> Let them know who is CSM & Staff Manager  Y/N
>> Discussed Billing Cycle Mon-Sun. (Invoicing date Wednesday, Auto Pay
>> Friday)  Y/N
>> Locations with Special Billing Cycles:
>>
>>    - Winnipeg
>>    - Tagging in Profile
>>       - Calgary
>>    - The client will be tagged as Bi-weekly or Monthly.
>>       - Even if the bi-weekly tag is not on the client profile all
>>       clients with CDHC in their name should be Bi-weekly.
>>       - The ones with no tag are weekly.
>>       - Nebraska
>>    - Clients in the ‘LNK’ or ‘OMA’ ClearCare locations are billed weekly
>>       - Clients in the ‘CON’ and ‘OCN’ ClearCare locations are billed
>>       monthly unless they have a Waiver or Veterans Administration tag
>>       -  If the waiver or veterans administration tag is present, the
>>          client's billing frequency must be set to weekly.
>>
>>
>> 1044876:611100
>>
>
>
> --
> Sarah Tenny
> Client Success Manager
> sarah.tenny@thekey.com
> Mobile: (314) 718-6255
> Office: (314) 863-8989
> TheKey.com <https://thekey.com/>
> *We value your feedback. Please leave us a Google review
> <https://search.google.com/local/writereview?placeid=ChIJQRcnOSfL2IcRjWZZNMb_e8Y>*
> <https://thekey.com>
>

Sarah Tenny
Client Success Manager
sarah.tenny@thekey.com
Mobile: (314) 718-6255
Office: (314) 863-8989
TheKey.com <https://thekey.com/>
*We value your feedback. Please leave us a Google review
<https://search.google.com/local/writereview?placeid=ChIJQRcnOSfL2IcRjWZZNMb_e8Y>*
<https://thekey.com>