Shawntels Process for CDHC.
- Inquire Call
- Booked Assessment
- Care Consultation
- During the consultation, the Government Caseworker has already told
the client the number of hours they would receive.
- Government caseworkers enter their assessment into the computer,
and a letter is sent to the client's home.
- It depends on where in the month (i.e. the date) the government
caseworker has completed their assessment.
- If the assessment happens between the 1st and 14th of the month,
they can start on the 15th. Assessments after the 15th of the
month start
on the 1st of the following month.
- The letter gets mailed to the client, and the client will let
Shawntel know when they receive it and send her a copy.
- In some cases, she will receive the letter before the start of
service; in others, they will start services without a letter.
1. Clients for whom we will delay service will pick another provider.
2. Anyone from whom we take a deposit will choose another provider.
3. The client typically will not provide another payment option (CC or
PAD) as the service is free.
4. The maximum length of starting services before receiving a letter is
two weeks.
5. These clients typically will stay with our company - they will all be
long-term clients.
I think it's a good idea to delay invoicing for two weeks maximum - since
these clients have all been approved, and there has never been a client
accepted to the program who was not covered by payment. My suggestion would
be to have CDHC language in the client consent agreement that if the hours
are not congruent with what the government is paying, then the client would
be on the hook for the remainder of the invoice.
Thoughts?
Chuck
On Tue, Dec 12, 2023 at 7:09 AM Timothy Thomas <tt@thekey.com> wrote:
> Chuck and I will connect this morning and get back to you. Thanks again.
>
> On Mon, Dec 11, 2023 at 5:07 PM <kristy.poyner@thekey.com> wrote:
>
>> Hi Tim,
>>
>>
>>
>> From a billing perspective this would not be ideal as this would delay
>> cash flow, which was one of our concerns, and could cause confusion with
>> clients. Clients would receive one invoice for the full billed amount,
>> which was the biggest complaint from clients previously, and later could
>> receive a secondary invoice for the adjusted amount.
>>
>>
>>
>> A potential solution could be requiring a non-refundable deposit from
>> CDHC clients upon start of service. This deposit would automatically be
>> applied towards invoices on the client account. The deposit could later be
>> unapplied for the CDHC covered amounts already billed, once the letter is
>> received and services submitted, and then be utilized for future client
>> responsibility invoices. Let me know your thoughts or if you’d like to set
>> up time to readdress before rolling this out to Shawntel and the team.
>>
>>
>>
>> Thank you,
>>
>> *Kristy Poyner*
>>
>> Billing Manager
>>
>> Kristy.Poyner@thekey.com
>>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>>
>> *From:* Timothy Thomas <tt@thekey.com>
>> *Sent:* Monday, December 11, 2023 8:09 AM
>> *To:* kristy.poyner@thekey.com
>> *Cc:* Chuck Terlesky <cterlesky@thekey.com>; michelle.kenaga@thekey.com
>> *Subject:* Re: CDHC Connect Meeting Notes | 12/8/23
>>
>>
>>
>> Thanks Kristy.
>>
>>
>>
>> We will be billing certain clients who are not financially qualified at
>> the exact CDHC rate.
>>
>>
>>
>> Question regarding invoicing clients prior to receiving the letter. Is it
>> possible to set the payment terms to 30 days so that we're not charging
>> their method of payment and thus having to reverse it when the letter
>> arrives? Thoughts?
>>
>>
>>
>> Best regards,
>>
>> Tim
>>
>>
>>
>> On Fri, Dec 8, 2023 at 3:56 PM <kristy.poyner@thekey.com> wrote:
>>
>> Happy Friday!
>>
>>
>>
>> Thank you for joining Michelle and I on the call this morning. We
>> sincerely appreciate your time in talking through this process with us. I
>> have attached the deck from today’s meeting for reference and outlined our
>> discussion and action items below. Please let me know if there is anything
>> I missed. Also attached is a breakdown of the Order to Cash teams and
>> escalation paths.
>>
>>
>>
>> *Key Notes:*
>>
>> - Discussed pain points and potential billing solutions for CDHC
>> client billing and considerations for each.
>>
>>
>> - Delay in receiving letter.
>>
>>
>> 1. S1: Hold billing in ClearCare.
>> 2. S2: Invoice to CDHC and hold submitting.
>> 3. S3: Bill clients privately until letter is received.
>>
>>
>> - Multiple points of contact reaching out for letter confirmation.
>>
>>
>> 1. Consolidate the contacts reaching out to local office partners
>> regarding letter confirmations.
>>
>>
>> - Tim and Chuck agreed to move forward with delaying start of care or
>> billing client privately for care until letter is received.
>>
>>
>> - Upon letter receipt amounts covered by CDHC authorization back
>> dating will be refunded or credited to client account.
>> - The refunded amount would exclude any dates of service unable to
>> be submitted to CDHC if the delay is outside of the CDHC submission window.
>>
>>
>> - Client consent agreements do not currently house verbiage regarding
>> CDHC billing while pending letter.
>>
>>
>>
>> *Side Note: *It looks like today there are some new CDHC clients being
>> added at the exact CDHC authorization rate of $32.95. It was mentioned we
>> want to continue billing standard rates. Just wanted to verify if billing
>> should question CDHC clients billing at the exact CDHC rate?
>>
>>
>>
>> *Action Items:*
>>
>> - Tim/Chuck to work with legal to add verbiage surrounding CDHC
>> expectations to consent agreements.
>> - Kristy to schedule meeting to review process going forward with
>> Shawntel Sousa, Dennis Fancy, and Chakera Dixon.
>>
>>
>>
>> Thank you,
>>
>> *Kristy Poyner*
>>
>> Billing Manager
>>
>> Kristy.Poyner@thekey.com
>>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>>
>>
>>
>>
>> --
>>
>> *Tim Thomas*
>>
>> Head of Canada Division
>>
>> *Please note my email has changed:*
>>
>> tt@TheKey.com <tt@thekey.com>
>>
>> (514) 591-9387
>>
>> *TheKey.ca <https://www.thekey.ca/>*
>>
>> [image: TheKey] <https://www.thekey.com/>
>>
>>
>>
>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>
Chuck Terlesky B.A., CCPE
General Manager/Regional Caregiver Ambassador for Canada
403-301-3777
TheKey.ca <https://thekey.ca/>
[image: TheKey]