Re: Regional Client Success Managers

--000000000000e29b9205ec92107d Content-Type: text/plain; charset="UTF-8" Previously every office was assigned a billing specialist who was the primary contact for clients and managing billing issues. When a client account was in arrears and they were not getting anywhere, they would work with the local team to get payment which would include the discussion to suspend care. It always worked well but we do not seem to have that assigned person anymore. Maybe we can request that we consider having assigned billing specialists again. On Thu, Nov 3, 2022 at 10:43 AM Cathy Goffredo wrote: > Also a good point. It would be helpful to have another layer but you > know that will never happen. > > > *Cathy Goffredo* > Regional Director PA & NJ > C. 267-406-5844 > > *Note my new email address:cathy.goffredo@TheKey.com* > *TheKey.com * > [image: TheKey] > > > On Thu, Nov 3, 2022 at 10:39 AM Kim Kranwinkel kimberly.kranwinkel@thekey.com> wrote: > >> One challenge we are facing is that now the client isn't answering the >> calls from the RCSM because they think it is about their bill! >> >> As much as they are the main contact it would benefit to have a >> liaison for billing issues that is a separate person from RCSM and billing. >> Kimberly Kranwinkel >> Regional Operations Director >> *Please note my email has changed:* >> kimberly.kranwinkel@TheKey.com >> (301) 767-6622 >> TheKey.com >> [image: TheKey] >> >> >> On Thu, Nov 3, 2022 at 10:35 AM Kimberly Guerci >> wrote: >> >>> Client Success managers usually handle this issue but with RNs it can be >>> a sticky situation. I think the Regional Client Success manager should >>> review any billing issues and then work with the appropriate person on the >>> team to get it fixed. Are there specific issues that are not being >>> addressed? >>> >>> On Thu, Nov 3, 2022 at 10:28 AM Cathy Goffredo >> catherine.goffredo@thekey.com> wrote: >>> >>>> Hello my fellow colleagues.... >>>> >>>> Happy Thursday! >>>> >>>> Need some input. I was told yesterday that Client Success Regional >>>> Managers should not be handling billing issues. So if they don't handle >>>> billing issues, who is supposed to own that client issue? Billing sends the >>>> email to me and my RN Client Success Manager. >>>> >>>> I was also told they recently updated the Client Success job >>>> descriptions. Is that true? The last version I have was from May. >>>> >>>> *Cathy Goffredo* >>>> Regional Director PA & NJ >>>> C. 267-406-5844 >>>> >>>> *Note my new email address:cathy.goffredo@TheKey.com* >>>> *TheKey.com * >>>> [image: TheKey] >>>> >>> --000000000000e29b9205ec92107d Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Previously=C2=A0every office was assigned a billing specialis= t who was the primary contact for clients and managing billing issues.=C2= =A0 When a client account was in arrears and they were not getting anywhere= , they would work with the local team to get payment which would include th= e discus