This is a multipart message in MIME format. ------=_NextPart_000_0B28_01DAB666.C382A750 Content-Type: multipart/alternative; boundary="----=_NextPart_001_0B29_01DAB666.C382A750" ------=_NextPart_001_0B29_01DAB666.C382A750 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: 7bit FYI From: eclark@thekey.com Sent: Tuesday, June 4, 2024 9:29 AM To: 'Michelle Kenaga' ; miranda.norman@thekey.com; lisa.barker@thekey.com; 'Katherine Cope' ; 'Brian Fialko' ; natalie.cahoone@thekey.com; 'Edie Gibbs' ; 'Anotte Francois' ; 'An Ly' ; 'Daniel Barakat' ; kate.goodrich@thekey.com; 'Trent Dillard' ; 'Frank Liu' ; 'Troy Riha' Cc: laszlo.kovacs@thekey.com; 'Jeannie Ortiz' ; 'Lito Delapena' ; alyson.rohane@thekey.com Subject: OTC Organization Updates Importance: High Hello- It's my pleasure to announce very exciting changes in the OTC organization. Jeannie Ortiz accepted a leadership position Order to Cash Organization in 2023 and has done a fantastic job leading the team through over 700 AOB Customer Benefit Verifications during the Q4-Q1 2024 timeframe, while maintaining net new customer volume. She has re-trained the Start of Care team on best-in-class onboarding processes for Long-Term Care Insurance, data maintenance, and monitoring increases to benefits TheKey has never done successfully prior to her time as a leader, all while decreasing the start of care timeline. Most importantly her staff is happy, empowered, and knowledgeable with her at the helm of their day-to-day. With her continued success in the role Jeannie's team has taken on the support of Workers Comp Claim & Veterans Affairs customer starts and has truly hit the ground running learning the process and how best to operationalize the ongoing management of these clients. As we look to create a true center of excellence for onboarding and opportunities to reduce the volume of internal contacts for our customers during the onboarding process, Jeannie's team is taking all the Help Desk onboarding activities previously led by Lito. Most notably, this includes: * New Client Audit * CCA * PAF * Overtime * Rates * Finance Welcome Call * Intake & AOB/3rd Party Authorization Form Review * Care Commitment Audit In addition to these changes, we have Lito Delapena retaining the remaining responsibilities of Help Desk manager and taking the added responsibility of Collections Manager! Lito & the Help Desk staff have done a tremendous job maintaining excellent customer service to our internal & external customers. Lito has developed and maintained reporting on several KPIs for Billing Help Desk to elevate our understanding of what drives calls and emails from customers and how to proactively communicate outward to mitigate gaps in communication, all while maintaining fantastic employee retention. Under Lito's leadership his team can effectively direct traffic across the organization and is seen as a wealth of knowledge as they are required to understand everything from onboarding to billing,