RE: billing for VCH - [#862683]

Hi Everyone,

 

Thank you for joining the VCH connect this morning to discuss solutions for the Vancouver Coastal Health customers concerns regarding our NetSuite invoice format. I’ve summarized meeting notes and action items below. Please let me know if you have any questions, or if there is anything I have missed.

 

Looping in  <mailto:jeannie.ortiz@thekey.com> @Jeannie Ortiz the start of care manager for line of sight here as well. 

 

Acton Items:

*	Operations Partners:

*	 <mailto:tt@thekey.com> @Timothy Thomas to connect with Sharon regarding action items from our call.
*	 <mailto:sspeirs@thekey.com> @Sharon Speirs and local office partners to audit current VCH clients for tags before 4pm PST Tuesday 7/16/24

*	Below clients need VCH tags.

*	Artemis Stephanian
*	Mohammad Mohammadi

*	 <mailto:sspeirs@thekey.com> @Sharon Speirs and local office partners to ensure all future VCH clients and schedules are set up appropriately

*	Clients tagged VCH
*	Authorizations created and attached to schedules 

*	Tim and Sharon to assist with ensuring billing@thekey.com <mailto:billing@thekey.com>  is included in current and future communications regarding billing questions/concerns

*	Order to Cash partners: 

*	 <mailto:stephanie.fuston@thekey.com> @Stephanie Fuston – Ongoing process each week effective immediately

*	Finalize billing by 4pm PST Tuesday 7/16/24 per standard billing process 
*	Invoice VCH clients in ClearCare on Wednesday 7/17/24

*	 <mailto:kristy.poyner@thekey.com> @Kristy Poyner to reach out to VCH email on file, NSCSILClerks@vch.ca <mailto:NSCSILClerks@vch.ca> , to collaborate on future state NetSuite formatting by 7/16/24.

*	 <mailto:tt@thekey.com> @Timothy Thomas and  <mailto:sspeirs@thekey.com> @Sharon Speirs, before I reach out to the client, I wanted to confirm if you have regular connects (weekly/monthly/etc) already scheduled with this client that invoicing can be looped into?

 

Meeting Notes:

*	Proposed Solution Discussed:

*	All current and new clients tagged with VCH in ClearCare by Local office partners 

*	This is critical in ensuring the success of this manual process.

*	Any clients that are not tagged are at risk of being excluded from the invoices sent to VCH each week.
*	Stephanie identified existing clients missing VCH tags.

*	VCH Tagged clients finalized in ClearCare on Tuesday per standard billing process. 
*	VCH Tagged clients invoiced in ClearCare and NetSuite on Wednesday.
*	ClearCare invoices provided to VCH in leu of NetSuite invoices.

*	No change to current authorization process for VCH clients today.
*	No change in current payment processes.

*	Payments posted to NetSuite as normal.

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 

From: Sharon Speirs <sspeirs@thekey.com> 
Sent: Monday, July 15, 2024 9:10 AM
To: Timothy Thomas <tt@thekey.com>
Cc: Lito Delapena <lito.delapena@thekey.com>; Stephanie Fuston <stephanie.fuston@thekey.com>; kristy.poyner@thekey.com
Subject: Re: billing for VCH - [#862683]

 

Thank you  Kristy

The tag VCH seems to be working but we can ensure there is a weekly follow up so we are not missing any,

The contact for VCH for our account is Nasrin at  the email you stated. I know she is happy to collaborate!

I really appreciate anything we can do to streamline invoicing for them.

Sharon 






 

Sharon, Speirs

 

General Manager

Vancouver, BC

Office: 778.279.3634

sspeirs@thekey.com <mailto:sspeirs@thekey.com> 

 

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

 

  <https://lh5.googleusercontent.com/S1eF__AUy803OVxdIcTtsZ0eameDrN7q942sm3Wkhs6TwFI5xZvpBkBVC7VwO04q-s27l0pYHuvLUNcufaAGWoe6uhphxZn6d24IA7mYEwkf7JjQcrw_0Nlw3tv9aCEkVPBNf8GoM2NHze_1nxqlVkw> 

 

 

 

 

 

 

On Mon, Jul 15, 2024 at 6:12 AM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Hi Kristy,

 

This would be a welcome solution / work around. I'll let Sharon confirm the rest. 

 

Thank you

Tim

 

On Fri, Jul 12, 2024 at 2:56 PM <kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> > wrote:

Hi Tim and Sharon,

 

After reviewing this and looking for solutions utilizing our current billing system, I have not been able to find a scalable solution for this client population. I am initiating the process to have this functionality added as soon as possible. In the meantime, we are reviewing the proposed solution below with accounting to confirm potential impact there before making this change but wanted to get your thoughts from the operations perspective as well. Let me know if you have any concerns or questions with the solution outlined below.

 

*	All current and new clients tagged with VCH in ClearCare by Local office partners 

*	This is critical in ensuring the success of this process

*	Any clients that are not tagged are at risk of being excluded from the process.
*	Any clients that are tagged incorrectly as VCH are at risk of being included in the process.

*	VCH Tagged clients finalized in ClearCare on Tuesday per standard billing process. 
*	VCH Tagged clients invoiced in ClearCare on Wednesday
*	ClearCare invoices provided to VCH in leu of NetSuite invoices

 

Other Questions:

*	I would like to reach out to VCH directly to collaborate with them for the future state invoices in NetSuite. Are you aware if there is a specific contact I should reach out to or should we utilize the email address included in this communication, NSCSILClerks@vch.ca <mailto:NSCSILClerks@vch.ca> ?

 

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 

From: Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> > 
Sent: Thursday, July 11, 2024 4:56 PM
To: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Cc: kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> ; Sharon Speirs <sspeirs@thekey.com <mailto:sspeirs@thekey.com> >
Subject: Re: billing for VCH - [#862683]

 

HI Tim,


found a window of time where we can discuss the VCH invoicing concerns as a group on monday, let me know if that time frame works for you

 

thank you,





Lito Delapena


Manager Customer Contact & Collections Center


Please note my email has changed: 


 <https://brand.thekey.com/esg/lito.delapena@thekey.com> lito.delapena@thekey.com 


619-722-8561 Ext. 190013 

	

 <https://www.thekey.com/> TheKey.com 


 <https://homecareassistance.com/> 

 

 

On Thu, Jul 11, 2024 at 12:57 PM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Any news on this issue with VCH

 

On Wed, Jul 10, 2024 at 11:07 PM <kristy.poyner@thekey.com> wrote:

Hi Lito,

 

Apologies for the delay. My calendar is up to date if you’d like to schedule time to review.

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 

From: lito.delapena@thekey.com <mailto:lito.delapena@thekey.com>  <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> > 
Sent: Tuesday, July 9, 2024 3:34 PM
To: 'Sharon Speirs' <sspeirs@thekey.com <mailto:sspeirs@thekey.com> >; 'Timothy Thomas' <tt@thekey.com <mailto:tt@thekey.com> >
Cc: Kristy.Poyner@thekey.com <mailto:Kristy.Poyner@thekey.com> 
Subject: RE: billing for VCH - [#862683]

 

HI Tim and Sharon,


I would need to connect with Kristy and the invoicing team as they would be able to provide additional insight to current billing practices and what we can accommodate in terms of the overnight shifts.

 

Kristy- Can you let me know when you have a few mins to discuss VCH


Thank you,

Lito 

 

From: Sharon Speirs <sspeirs@thekey.com <mailto:sspeirs@thekey.com> > 
Sent: Tuesday, July 9, 2024 11:30 AM
To: Lito Delapena <lito.delapena@thekey.com <mailto:lito.delapena@thekey.com> >; Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Subject: Fwd: billing for VCH - [#862683]

 

FYI

I replied back that we are looking into it but I did not include Cathy as I did not want her to think I was jumping over her, I just want to work with this referral as best we can and saying no is not really the option I want to go with - if there is something I could do manually to make it easier for all I would be more than happy to do so.

Sharon

Sharon


 

Sharon, Speirs

 

General Manager

Vancouver, BC

Office: 778.279.3634

 <mailto:sspeirs@thekey.com> sspeirs@thekey.com

 

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

 

  <https://lh5.googleusercontent.com/S1eF__AUy803OVxdIcTtsZ0eameDrN7q942sm3Wkhs6TwFI5xZvpBkBVC7VwO04q-s27l0pYHuvLUNcufaAGWoe6uhphxZn6d24IA7mYEwkf7JjQcrw_0Nlw3tv9aCEkVPBNf8GoM2NHze_1nxqlVkw> 

 

 

 

 

 

---------- Forwarded message ---------
From: NS CSIL Clerks <NSCSILClerks@vch.ca <mailto:NSCSILClerks@vch.ca> >
Date: Tue, Jul 9, 2024 at 11:19 AM
Subject: RE: billing for VCH - [#862683]
To: Cathy Saari <billing@thekey.com <mailto:billing@thekey.com> >, NS CSIL Clerks <NSCSILClerks@vch.ca <mailto:NSCSILClerks@vch.ca> >
Cc: sspeirs@thekey.com <mailto:sspeirs@thekey.com>  <sspeirs@thekey.com <mailto:sspeirs@thekey.com> >

 

Hi Cathy,

I understand, but sometimes the communication to get clarification from your agency and our scheduling team to resolve the confusion that the style brings, will  cause us to hold on the invoice from going to the AP for payment the same day from the batch.

 

Regards,

Nasrin

 

From: Cathy Saari <billing@thekey.com <mailto:billing@thekey.com> > 
Sent: Tuesday, July 09, 2024 11:11 AM
To: NS CSIL Clerks <NSCSILClerks@vch.ca <mailto:NSCSILClerks@vch.ca> >
Cc: sspeirs@thekey.com <mailto:sspeirs@thekey.com> 
Subject: Re: billing for VCH - [#862683]

 

EXTERNAL SENDER. Does this email look suspicious? Click on Report Message/Phish Alert in the top right of your Outlook toolbar. Do not open attachments or click on links.


  _____  


 

Hi Nasrin, 

 

I understand that our billing and invoices can be confusing.  Unfortunately we cannot modify them.  The day start at 12:00am and ends at 11:59pm.  So in your example where we are scheduling a 10am - 10pm in between 2 overnight shifts, you will have 10 hours, 12 hours and 2 hours for the shifts.

 

Thanks, Cathy 

 

Billing Help Desk

 <mailto:billing@thekey.com> billing@thekey.com

1-866-226-1702

8:00AM-5:00PM EST Monday-Friday

 

 

On Tue, 9 Jul at 1:47 PM , 158507 Vancouver Coastal Health < <mailto:nscsilclerks@vch.ca> nscsilclerks@vch.ca> wrote: 

Thank you Sharon for the prompt reply!

 

Yes, the way it used to be was more clear. We are dealing with the invoices from over 7 other agencies and their billing is very straight forward and they match our scheduling system when we do the reconciliation, but to be honest your billing  style slowing us down in terms of reconciliation to clear the confusion.

Like the 24 hours shift,  splitting 12, 3 and 9 with different date doesn’t match our system. We either go 12 hours or 24 hours ( there is no spilt on our end)

 

That was my feed back as some one  doing the reconciliation for the  other agencies billing, as well.

 

Regards,

Nasrin

 

From: Sharon Speirs < <mailto:sspeirs@thekey.com> sspeirs@thekey.com> 
Sent: Tuesday, July 09, 2024 10:31 AM
To: NS CSIL Clerks < <mailto:NSCSILClerks@vch.ca> NSCSILClerks@vch.ca>
Cc: Stephanie Fuston < <mailto:billing@thekey.com> billing@thekey.com>
Subject: Re: billing for VCH 

 

EXTERNAL SENDER. Does this email look suspicious? Click on Report Message/Phish Alert in the top right of your Outlook toolbar. Do not open attachments or click on links. 


  _____  


 

Hi Nasarin

I understand as we do our billing Monday to Sunday so the cutoff is Sunday at Midnight as you can see on the 30th the 2 hours and then July 1 you would see the 10 hours. We work off of Clear care 24 hour clock and each day breaks the night shift into two parts up to midnight and then the next day is after midnight.

I have to defer to Stephanie as she heads the billing department as we cannot alter our Clear Care system but she would know if there is an easier way to alter our billing. Are you asking for each day that we do 24/7 care to have only two 12 hour shifts shown on our invoice?

Sharon 

Was it easier for your team how we did it in the past or has this been an ongoing issue?

Sharon

 

Sharon, Speirs

 

General Manager

Vancouver, BC

Office: 778.279.3634

 <mailto:sspeirs@thekey.com> sspeirs@thekey.com

 

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

 



 

 

 

 

 

 

On Tue, Jul 9, 2024 at 10:21 AM NS CSIL Clerks < <mailto:NSCSILClerks@vch.ca> NSCSILClerks@vch.ca> wrote:

Hi Sharon, 

 

I hope all is well, I just was wondering if the billing could be easier for us to reconcile from your agency. Splitting the shift to 10 hours and 2 on a  different date is very confusing for us, for example,  for this client both your agency (12hrs) and LW (12 hours) give services, LW charges straight 12 hours

and yours is ( 10 hours) split 12am-10 am for the next day,  then LW for 12 and then yours again 10-pm 12 pm (2 hours). 

 In our scheduling system , we have only ( HCA)12 and (LW)12, so it is very confusing to keep tract of the shifts. I am not sure if it is possible to consider to change your billing style.

Regards,

Nasrin

 

Client Bozena Klimes #1092728 

Client # 158101 

Invoice # 805367

 



862683:611100 




 

-- 


Tim Thomas

Head of Canada Division | TheKey

Mobile: 514.591.9387

 


 <https://www.thekey.com/> 

 




 

-- 


Tim Thomas

Head of Canada Division | TheKey

Mobile: 514.591.9387

 


 <https://www.thekey.com/>