--0000000000000fa58a0634b79f25 Content-Type: text/plain; charset="UTF-8" Good Day, I want to share an important update regarding *John Hancock *(JH) clients and the information required for invoice submission: John Hancock now requires all clients to enter a Policy and Claim Number into their submission portal to submit invoices. Previously, only the policy number was needed. Currently we have, - *46.9%* of JH clients do not have a claim number on file. - *29.7%* of JH clients have declined to sign a HIPAA authorization. Our team will actively work to obtain the missing claim numbers directly from clients or John Hancock. However, please keep in mind that without a signed HIPAA authorization, our access to this information is limited. Additionally, some clients may not know their actual claim number. We want to emphasize the following: *Without both the claim number and policy number, we will not be able to submit invoices for these clients.* This currently affects *98 clients* and will result in delays in reimbursement until the required information is received. To address this, the *Start of Care team* will contact the clients and John Hancock directly to obtain the missing claim numbers. Please be advised, however, that this process will take time, and there will be delays in invoice submission for impacted clients. Going forward, we ask that you *clearly inform all new John Hancock clients* that we require both the *claim number* and *policy number* to proceed with billing. Thank you for helping to set these expectations early and for your continued partnership as we work through this issue. -- Thank you, *Jeannie Ortiz* Finance Onboarding & Experience Manager | TheKey jeannie.ortiz@thekey.com *Phone:* 754.231.4471 | *Fax:* 813.693.5625 --0000000000000fa58a0634b79f25 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Day, = I want to share an important update regarding John Hancock (JH) clie= nts and the information required for invoice submission: John Hancock now requires=C2=A0all clients to enter a Policy and Claim= Number into their submission portal to submit invoices. Previously, only t= he policy number was needed.=C2=A0 Currently we have= , 46.9% of JH clients do not have a claim numbe= r on file. 29.7% of JH clients have declined to s= ign a HIPAA authorization. Our team will actively work to obtain the missing claim= numbers directly from clients or John Hancock. However, please keep in min= d that without a signed HIPAA authorization, our access to this information= is limited. Additionally, some clients may not know their actual claim num= ber. We want to emphasize the following: Without both the claim number and policy number= , we will not be able to submit invoices for these clients. This currently affects 98 clients and will result in delay= s in reimbursement until the required information is received. To address this, the Start of Care team will contact the clients and John Hancock dire