This is a multipart message in MIME format. ------=_NextPart_000_03CF_01D9EB33.A228E9B0 Content-Type: multipart/related; boundary="----=_NextPart_001_03D0_01D9EB33.A228E9B0" ------=_NextPart_001_03D0_01D9EB33.A228E9B0 Content-Type: multipart/alternative; boundary="----=_NextPart_002_03D1_01D9EB33.A228E9B0" ------=_NextPart_002_03D1_01D9EB33.A228E9B0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Elizabeth and Tim, =20 Thank you for looping me in here.=20 =20 Tim - This is the issue we discussed on the call Monday 9/18, so I just = wanted to share my latest response to that email chain here as well for = line of sight. This is currently with the payments team to facilitate = refunds of the over payments. =20 @Elizabeth The ticket below is #461041 for = reference. To summarize, this issue stemmed from CDHC parent payer = invoices being processed to the client=E2=80=99s private pay payment = methods on file. Going forward the parent payer invoices will be removed = from the weekly list of invoices provided to process. =20 =20 Please let me know if you have any questions. =20 =20 Thank you, Kristy Poyner Billing Manager Kristy.Poyner@thekey.com=20 =20 =20 From: eclark@thekey.com =20 Sent: Monday, September 18, 2023 9:22 AM To: michelle.kenaga@thekey.com; 'Kristy Poyner' = Cc: 'Timothy Thomas' Subject: FW: Gail McFayden =20 Hi Tim =20 As Calgary is integrated, Michelle and Kristy are our best points of = contact to look into this for us. They can partner w/Help Desk and get = back to the collective group with an update today. =20 Hi Kristy =20 It seems this continues to be an issue so while I am not sure of root = cause, please let me know if I can help.=20 =20 From: Timothy Thomas >=20 Sent: Monday, September 18, 2023 6:15 AM To: Elizabeth Clark > Subject: Fwd: Gail McFayden =20 Seeing a lot of issues with the Calgary CDHC clients. Could you please = look into it with your team? Thanks! ---------- Forwarded message --------- From: Shawntel Sousa > Date: Fri, Sep 15, 2023 at 6:11=E2=80=AFPM Subject: Gail McFayden To: TheKey Billing >, = Timothy Thomas >, Chuck Terlesky = > =20 Hi Team, =20 In my conversation with Hector this evening it has been identified that = somehow Hector has been changed over three thousand dollars for care. It = appears that the CDHC funds were not applied to his bill.=20 =20 Can someone kindly look into this for us and provide Hector with some = feedback? Thank you, Shawntel Sousa, LPN Client Success Manager =20 Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office: = 778-279-3634 TheKey.ca =20 =20 =20 --=20 Tim Thomas Head of Canada Division Please note my email has changed: tt@TheKey.com (514) 591-9387 =09 TheKey.ca =20 =20 ------=_NextPart_002_03D1_01D9EB33.A228E9B0 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior: