RE: 166667 Philip Lord - FIN-WELCOME CALL - [#1088876]

Can we make him sign an NDA at least? Not ideal for a “big voice in the
community” to get special treatment and risk him sharing said treatment
broadly…



*From:* DeAnna Brown <itsupport@thekey.com>
*Sent:* Friday, April 11, 2025 8:34 AM
*To:* tt@thekey.com; Sharon Speirs <sspeirs@thekey.com>;
laszlo.kovacs@thekey.com
*Cc:* lito.delapena@thekey.com; jeannie.ortiz@thekey.com
*Subject:* Fwd: 166667 Philip Lord - FIN-WELCOME CALL - [#1088876]



Thank you Timothy.



Laszlo,  this client has one day of service scheduled at the end of the
month and he does not want to pay for surcharges on his card. Timothy has
approved the waiving of the surcharge. Can you please let me know if you
approve as well?



Thank you,



*DeAnna Brown*

Finance Onboarding Analyst III | *TheKey*

ltci@thekey.com

Long Term Care Insurance Customer Service - (855)-205-8007

Long Term Care Insurance Fax - (813) 693-5625

Billing@thekey.com

866-226-1702





On Tue, 8 Apr at 2:05 PM , TheKey Support <itsupport@thekey.com> wrote:

Approved given it's a small client. Should he come on for ongoing service,
let's move him to PAD. Thanks



On Tue, Apr 8, 2025 at 1:37 PM Sharon Speirs <sspeirs@thekey.com> wrote:

Hi DeAnna

Thank you

I will ask Tim for the approval as this is only a once in awhile client -
we are just doing this one time thing but he has a big voice in the
community and he said no way to the surcharge

Tim please let me know If you can approve this so we can take him to his
appointment on April 30th .

Sharon



*Sharon, Speirs*



General Manager

Vancouver, BC

Office: 778.279.3634

sspeirs@thekey.com



*TheKey.ca*   <https://thekey.ca/>



[image: Image removed by sender. TheKey]













On Tue, Apr 8, 2025 at 7:45 AM DeAnna Brown <clientservice@thekey.com>
wrote:

Hi Sharon,



I noticed the note you added to the client’s PAF form—just a quick heads-up
that the form used was an older version. All current PAFs across
subsidiaries include the 2.7% surcharge.



If a client prefers not to pay the surcharge, pre-authorized debit
information must be obtained instead. If the fee needs to be waived, it
requires approval from both Timothy Thomas and Laszlo Kovacs.



Let me know if you have any questions!



Best,

*DeAnna Brown*

Finance Onboarding Analyst III | *TheKey*

ltci@thekey.com

Long Term Care Insurance Customer Service - (855)-205-8007

Long Term Care Insurance Fax - (813) 693-5625

Billing@thekey.com

866-226-1702



​

On Mon, 7 Apr at 6:29 PM , Philip Lord <> wrote:

*Date Created*

*NetSuite ID*

*Clearcare ID*

*Caretree ID*

*Patient Name*

*Division*

*Region*

*location*

*URL*

*Priority*

*First Completed Shift Date*

*Start Month*

*Normal Bill Rate on CCA *

*Bill Rate on CCA Match Client Billing Policy?*

*Bill Rate on CCA Match First Scheduled Shift?*

*Is OT Verbiage included in CCA?*

*Does OT in Billing Policy Match Agency OT Settings?*

*Current Status*

*Date Completed/ Identified Deactivated*

*Initial Audit- Signed Consent Agreement or contract on File?*

*Initial Audit- Payment Authorization on File?*

*Special Handling Alert?*


*Signed Consent Agreement or Contract on File?(As of last audit)*

*Current Consent Agreement?*

*CCA Comment*

*Date CCA was uploaded*

*Date CCA was signed*

*Wet-Sign or E-Sign*


*Payment Authorization on File? (As of last audit)*

*PAF Comment*

*Date PAF was uploaded*

*Date PAF was signed*

*Wet-Sign or E-Sign*

*CCA signed by a Power of Attorney (POA)?*

*"Email Invoices" and Payer Contacts Added to Versapay*


*LTC/LTC AOB Tag, on Consent Agreement or on Payment Auth FormEmail
LTCi@thekey.com <LTCi@thekey.com> *

*Ticket# created - notified to LTC*

*Payment Method Added to Versapay (All should be added to Autopay)*

*Is Client Enrolled in Autopay?*

*Do not apply Credit Card surcharge?*

*CC PAF Form Redacted? *

*Client/Payer Invited to Versapay?*

*Deposit or Advanced Payment Needs Processing*

*Tag Added in NetSuite?*

*Interest seen on CCA?*

*Last Audited By*

*Last Audited On*

*FIN Welcome Call Ticket#*

*PSG Comments*

*Deactivated?*

*Open Balance*

4/4/2025

166667

2528955

Philip Lord

Canada

Canada

Vancouver

Home Care Assistance of Vancouver

Scheduled

Apr

$42.00

No

Yes

Yes

Yes

Complete

4/7/2025

Accurate & Complete

Accurate & Complete

Accurate & Complete

Other

4/3/2025

4/3/2025

Wet Signature

Accurate & Complete

4/3/2025

4/3/2025

Wet Signature

No

No Contacts Flagged as "Email Invoices"

Not Applicable

Complete

Yes

No

Yes

No Email on File

No Deposit or Advanced Payment Needed

Yes

No

Renier Caguimbal

4/7/2025

4/7-1st Audit-CCA & PAF are uploaded. PMT method is successfully enrolled
to autopay. PT is added. Tagged as Private Pay in NS since card details in
PAF refers to client. All complete. For confirmation if "Do not apply
Credit Card surcharge?" column should be tagged as "Yes" because client's
PAF has a note stating "Please do not add the surcharge – RC

$0.00





*Checklist*

*Check List Type*

*Agent Answer*

Client Tag

Private Pay

Net Terms

Net 2

Billing Frequency

Weekly

Bill Rate

$42.00

ACH/CC Ending

CC 0374

CCA & PAF Name Match

Y

CSM Name

Client Discussion

Reviewed Name & Address on File

Y/N

Ask how they want Invoices: USPS or Email

Y/N

Validate all Emails on File

Y/N

Let them know who is CSM & Staff Manager

Y/N

Discussed Billing Cycle Mon-Sun. (Invoicing date Wednesday, Auto Pay
Friday)

Y/N
Locations with Special Billing Cycles:

   - Winnipeg


   - Tagging in Profile


   - Calgary


   - The client will be tagged as Bi-weekly or Monthly.


   - Even if the bi-weekly tag is not on the client profile all clients
      with CDHC in their name should be Bi-weekly.


   - The ones with no tag are weekly.


   - Nebraska


   - Clients in the ‘LNK’ or ‘OMA’ ClearCare locations are billed weekly


   - Clients in the ‘CON’ and ‘OCN’ ClearCare locations are billed
      monthly unless they have a Waiver or Veterans Administration tag


   -  If the waiver or veterans administration tag is present, the client's
         billing frequency must be set to weekly.

Client Exceptions:

   - Millenia  - Los Angeles URL - No email or phone call
   - Raleigh - ONLY COMMUNITY clients, community tagging on clients
   profile. No email or phone call.
   - Tender Rose - For CCA/PAF issues, reach out to "Lucero Solorio" <
   lvazquezhernandez@thekey.com>, "Mymila Koinyan" <mkoinyan@thekey.com>
   - Transpak- No CCA or PAF needed, make sure authorization is in clear
   care
   - Option Care - No PAF needed, make sure net terms in NS are updated to
   match contract net terms from the order attached to the clients profile in
   NS.
   - Nebraska - Reach out to Sarah Arnold to see if okay to complete
   welcome email and phone call.
   - Montreal - No Phone call, only welcome email in French to be sent
   - GCM - No email or call
   - Facility Clients - No welcome email or call
   - VA clients - No Welcome email or call.
   - Workers Comp - No welcome email or call
   - Live In Tracker for LTC Live In clients
   <https://docs.google.com/spreadsheets/d/1se-YnwSAAQ0Af4W75m8xPhyrau2Hw16l/edit?gid=731336348#gid=731336348>
   - GUARDIANSHIP - check payors do not need approval from Laszlo
   - iI we have a facility signing as the responsible party for a client on
   the CCA agreement this is ok make sure to check Net terms and change as
   necessary.
   - VNA Check Payer Approved - Payment tags as facility, facility, Net
   Terms 30 Days, Payer in CC should be the facility. As well VP.

Agreements Needed:

   - VA - CCA/AOB required
   - WC - CCA/AOB required
   - Facility - We need a facility agreement
   - CMS 1500 Clients - We need an agreement with payor
   - VCH (Vancouver) - Confirm the LOA is on file and auth has been entered
   by the LO. Auth can be for 5 years, regardless of end date on the LOA and
   hours can be 24 hrs, regardless of the hours listed on the LOA.




1088876:611100