Re: Billing variance WE 03/01/26 - Montreal

Chakera,

How much does the client owe? and have they been informed?

On Mon, Mar 9, 2026 at 6:19 PM Chakera Dixon <cdixon@thekey.com> wrote:

> Good Afternoon,
>
> I have reviewed this week's billing and confirm that it is correct. Since
> there are no amounts listed for any of the B shifts, the amount recorded in
> ClearCare will be billed on the invoice.
>
> Regards,
>
> Chakera Dixon | TheKey
> Billing Analyst ll
> *Upcoming Time Off:*
>
> *Please note my email has changed:*
> cdixon@thekey.com <https://brand.thekey.com/esg/cdixon@thekey.com>
> (408) 856-2418 Ext. 150015
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://homecareassistance.com/>
>
>
> On Mon, Mar 9, 2026 at 11:47 AM Joey Taylor <joey.taylor@thekey.com>
> wrote:
>
>> Good Morning,
>>
>> Thank you for the clarification. Can someone review the billing for March
>> 2nd to March 8th to confirm everything is billed correctly.
>>
>> Has the client been informed of the billing issues for the past month? If
>> we are adding additional charges, he should be informed of what happened.
>>
>> Thank you,
>>
>> On Fri, Mar 6, 2026 at 1:13 PM Loretta Fasel-Slater <lslater@thekey.com>
>> wrote:
>>
>>> Hello Joey,
>>>
>>> Following a review with Amy Konke, we identified the cause of the
>>> billing variances.
>>> While the first full week of live-in rates was processed correctly, the
>>> Friday (A) shifts were changed to non-billable (N/A) starting the week of
>>> 02/09 – 02/15. Because NetSuite is programmed to bill live-in rates
>>> specifically on the (A) shift, these charges were not captured.
>>>
>>> [image: image.png]
>>>
>>> To resolve this and ensure accurate billing moving forward, please take
>>> the following actions:
>>>
>>> - To address missing charges: A new shift must be entered in Wellsky to
>>> invoice for the missing Friday live-in charges. (2/13, 2/20, 2/27)
>>> - For future billing: I recommend reverting to the setup used during the
>>> week of 01/19 – 01/25 to ensure the Friday live-in shifts generate
>>> correctly.
>>>
>>> [image: image.png]
>>>
>>> Please note that the final invoice displays only the date and the
>>> caregiver's name, not specific shift times, therefore, these adjustments
>>> will not affect the level of detail shown to the client.
>>> [image: image.png]
>>> Please let me know if you have any questions.
>>>
>>> Thanks,
>>>
>>> *Loretta Fasel-Slater*
>>>
>>> Billing Analyst 1 | TheKey
>>>
>>> Mobile: 616.612.3129 | ext 145019
>>>
>>> [image: TheKey]
>>>
>>>
>>> On Fri, Mar 6, 2026 at 11:57 AM Kristy Poyner <kristy.poyner@thekey.com>
>>> wrote:
>>>
>>>> Hi Joey,
>>>>
>>>> I'm having our Senior Amy take a look at this with Loretta this
>>>> morning. They'll circle back with an update by end of day.
>>>>
>>>> Thank you,
>>>>
>>>> *Kristy Poyner*
>>>>
>>>> Billing Manager | *TheKey*
>>>>
>>>>
>>>>
>>>> <http://www.thekey.com/>
>>>>
>>>> ------------------------------
>>>> *From:* Joey Taylor <joey.taylor@thekey.com>
>>>> *Sent:* Friday, March 6, 2026 8:38 AM
>>>> *To:* Loretta Fasel-Slater <lslater@thekey.com>; Timothy Thomas <
>>>> tt@thekey.com>
>>>> *Cc:* Melissa Caltagirone <mcaltagirone@thekey.com>; Nikita Moreau <
>>>> nmoreau@thekey.com>; Kristy Poyner <kristy.poyner@thekey.com>
>>>> *Subject:* Re: Billing variance WE 03/01/26 - Montreal
>>>>
>>>> Good Morning,
>>>>
>>>> Any news on this?
>>>>
>>>> On Wed, Mar 4, 2026 at 4:43 PM Joey Taylor <joey.taylor@thekey.com>
>>>> wrote:
>>>>
>>>> Good Afternoon Loretta,
>>>>
>>>> I pulled previous invoices and they are all like this. Does this mean
>>>> we have incorrectly billed this client?
>>>>
>>>> On Wed, Mar 4, 2026 at 4:24 PM Loretta Fasel-Slater <lslater@thekey.com>
>>>> wrote:
>>>>
>>>> Hello Joey,
>>>>
>>>> Thank you for the clarification. I have included Kristy Poyner for
>>>> visibility.
>>>>
>>>> Regarding this week's invoice 1258230, the amount billed was $2,323.33.
>>>> The $450 difference is due to the 2/27 12:00 a.m. to 8:00 p.m. (B) shift
>>>> not being invoiced, as NetSuite is programmed to bill live-in rates on the
>>>> (A) shift. Additionally, the (A) shift from 8:00 p.m. to 11:59 p.m. on 2/27
>>>> was entered as non-billable (N/A).
>>>>
>>>> The live-in billed amount must be applied to the (A) shift for the
>>>> invoice to generate correctly.
>>>>
>>>> [image: f73f63cb-3dac-4c60-9702-4198fef00882.png]
>>>> [image: image.png]
>>>>
>>>>
>>>> Thanks,
>>>>
>>>> Loretta Fasel-Slater
>>>>
>>>> *Loretta Fasel-Slater*
>>>>
>>>> Billing Analyst 1 | TheKey
>>>>
>>>> Mobile: 616.612.3129 | ext 145019
>>>>
>>>> [image: TheKey]
>>>>
>>>>
>>>> On Wed, Mar 4, 2026 at 3:46 PM Joey Taylor <joey.taylor@thekey.com>
>>>> wrote:
>>>>
>>>> Good Afternoon,
>>>>
>>>> The client has 2 different live-in caregivers who start and finish at
>>>> different times. I ran this by Kristy Poyner to ensure everything was
>>>> correct when we started the case. The total amount for the invoice in
>>>> Wellsky ($2,773.33) is correct for the billing period of Feb 23r to Mar 1st.
>>>>
>>>> Thank you,
>>>>
>>>> On Wed, Mar 4, 2026 at 1:12 PM Loretta Fasel-Slater <lslater@thekey.com>
>>>> wrote:
>>>>
>>>> Hello Montreal Team,
>>>>
>>>> Regarding client Payson, we have a $450 variance.   I noticed that the
>>>> live-in rate is applied to both shifts (A) and (B) for 2/26–2/27, but the
>>>> amount is only billed in NetSuite for shift (A).
>>>>
>>>> Additionally, there is no billed amount appearing for the 2/27–2/28
>>>> shift. Could you please confirm if these entries are correct?
>>>>
>>>> [image: image.png]
>>>>
>>>> Best regards,
>>>>
>>>> Loretta Fasel-Slater
>>>>
>>>> *Loretta Fasel-Slater*
>>>>
>>>> Billing Analyst 1 | TheKey
>>>>
>>>> Mobile: 616.612.3129 | ext 145019
>>>>
>>>> [image: TheKey]
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> Joey Taylor
>>>>
>>>> *Directeur Général/**General Manager*
>>>>
>>>> 514-907-5065
>>>>
>>>> TheKey.ca   <https://thekey.ca/>
>>>>
>>>> [image: TheKey]
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> Joey Taylor
>>>>
>>>> *Directeur Général/**General Manager*
>>>>
>>>> 514-907-5065
>>>>
>>>> TheKey.ca   <https://thekey.ca/>
>>>>
>>>> [image: TheKey]
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> Joey Taylor
>>>>
>>>> *Directeur Général/**General Manager*
>>>>
>>>> 514-907-5065
>>>>
>>>> TheKey.ca   <https://thekey.ca/>
>>>>
>>>> [image: TheKey]
>>>>
>>>
>>
>> --
>>
>> Joey Taylor
>>
>> *Directeur Général/**General Manager*
>>
>> 514-907-5065
>>
>> TheKey.ca   <https://thekey.ca/>
>>
>> [image: TheKey]
>>
>