Hi Lito,
Thanks for the update. To confirm how many clients need hours resubmitted
and how many were correctly over their benefit amount based off of the
calls made Friday?
Thank you,
Michelle Schefter
On Mon, Dec 8, 2025 at 5:19 PM Lito Delapena <lito.delapena@thekey.com>
wrote:
> HI Team,
>
> As requested, we followed up with CDHC and completed a review of all
> clients whose invoices were rejected during submission. We received the
> following updates:
>
>
> *CDHC Feedback *
>
> -
>
> *Confirmed for Resubmission:*
> CDHC advised that several invoices were incorrectly rejected and
> should be resubmitted.
> -
>
> *Valid Rejections Identified:*
> -
>
> Clients utilizing multiple agencies
> -
>
> CDHC-reduced authorization hours
>
> *Client Communication*
>
> -
>
> We have informed all impacted clients via email on Friday 12/5/202
> apologizing for the premature communication regarding outstanding balances.
> Clients were advised that we contacted CDHC directly to address the invoice
> rejection issues.
>
>
> *Process and Communication *
>
> -
>
> A 15-minute follow-up meeting has been scheduled to review the details
> and next actions.
> -
>
> A standing monthly meeting has been set to strengthen communication
> and alignment whenever CDHC-related issues arise.
>
>
> Please let me know if you have any questions or concerns.
>
> Thank you,
>
> Lito Delapena
>
> Customer Contact and Collections Manager | TheKey
>
> Mobile: 619-722-8561
>
> <http://www.thekey.com>
>
>
>
> ---------- Forwarded message ---------
> From: Gemini <gemini-notes@google.com>
> Date: Fri, Dec 5, 2025 at 8:27 AM
> Subject: Notes: “CDHC Discussion” Dec 5, 2025
> To: <lito.delapena@thekey.com>
>
>
> Notes from “CDHC Discussion”
> These notes have been sent to invited guests in your organization.
> Open meeting notes
> <https://docs.google.com/document/d/1vN0KgezbhbI4Hv8Xo3KPW1tGLcGRnrvxeLuKK7-gmqY/edit?usp=meet_tnfm_email>
> The content was auto-generated on December 5, 2025, 8:25 AM PST and may
> contain errors.
> Summary
>
> Lito Delapena, Shawntel Sousa, Chuck Terlesky, Kristy Poyner, Michelle
> Schefter, and Timothy Thomas discussed recurring client billing issues,
> where clients received large, unexpected bills due to balances not covered
> by Blue Cross, often caused by internal errors such as incorrect claim
> submissions or missing documentation. The participants reviewed the
> discrepancies in client payments and the billing process, noting that
> process changes were made in May to only enter authorized hours and prevent
> large rejections, and they agreed that the billing team needs to
> collaborate with Client Directed Homecare to verify and correct their
> process, including confirming coverage and recouping funds if necessary.
> Lito Delapena apologized for the lack of communication and confirmed the
> team would take ownership of the errors, perform a full deep dive to
> identify all affected clients, and send an email to clients assuring them
> they would not be billed while the issues are investigated, with Michelle
> Schefter proposing bi-weekly or monthly check-ins for "white glove service"
> for CDHC.
> Suggested next steps
> Lito Delapena will conduct a full deep dive to identify the rate-match
> clients and call on every client to resolve submission issues.
> Lito Delapena will send out a summary of next steps and action items to
> Timothy Thomas.
> [image: Meeting records] [image: Document]Notes by Gemini
> <https://docs.google.com/document/d/1vN0KgezbhbI4Hv8Xo3KPW1tGLcGRnrvxeLuKK7-gmqY/edit?usp=meet_tnfm_email>
> Was this email useful?
> [image: Not Useful Email] <https://goo.gle/tnwg-email-not-useful-external>[image:
> Useful Email] <https://goo.gle/tnwg-email-useful-external>
> Google LLC, 1600 Ampitheatre Parkway, Mountain View, CA 94043, USA
> You have received this email because meeting artifacts were initiated in
> Google Meet.
>