Re: Billing variance WE 03/01/26 - Montreal

Hello Joey,

Following a review with Amy Konke, we identified the cause of the billing
variances.
While the first full week of live-in rates was processed correctly, the
Friday (A) shifts were changed to non-billable (N/A) starting the week of
02/09 – 02/15. Because NetSuite is programmed to bill live-in rates
specifically on the (A) shift, these charges were not captured.

[image: image.png]

To resolve this and ensure accurate billing moving forward, please take the
following actions:

- To address missing charges: A new shift must be entered in Wellsky to
invoice for the missing Friday live-in charges. (2/13, 2/20, 2/27)
- For future billing: I recommend reverting to the setup used during the
week of 01/19 – 01/25 to ensure the Friday live-in shifts generate
correctly.

[image: image.png]

Please note that the final invoice displays only the date and the
caregiver's name, not specific shift times, therefore, these adjustments
will not affect the level of detail shown to the client.
[image: image.png]
Please let me know if you have any questions.

Thanks,

*Loretta Fasel-Slater*

Billing Analyst 1 | TheKey

Mobile: 616.612.3129 | ext 145019

[image: TheKey]


On Fri, Mar 6, 2026 at 11:57 AM Kristy Poyner <kristy.poyner@thekey.com>
wrote:

> Hi Joey,
>
> I'm having our Senior Amy take a look at this with Loretta this morning.
> They'll circle back with an update by end of day.
>
> Thank you,
>
> *Kristy Poyner*
>
> Billing Manager | *TheKey*
>
>
>
> <http://www.thekey.com/>
>
> ------------------------------
> *From:* Joey Taylor <joey.taylor@thekey.com>
> *Sent:* Friday, March 6, 2026 8:38 AM
> *To:* Loretta Fasel-Slater <lslater@thekey.com>; Timothy Thomas <
> tt@thekey.com>
> *Cc:* Melissa Caltagirone <mcaltagirone@thekey.com>; Nikita Moreau <
> nmoreau@thekey.com>; Kristy Poyner <kristy.poyner@thekey.com>
> *Subject:* Re: Billing variance WE 03/01/26 - Montreal
>
> Good Morning,
>
> Any news on this?
>
> On Wed, Mar 4, 2026 at 4:43 PM Joey Taylor <joey.taylor@thekey.com> wrote:
>
> Good Afternoon Loretta,
>
> I pulled previous invoices and they are all like this. Does this mean we
> have incorrectly billed this client?
>
> On Wed, Mar 4, 2026 at 4:24 PM Loretta Fasel-Slater <lslater@thekey.com>
> wrote:
>
> Hello Joey,
>
> Thank you for the clarification. I have included Kristy Poyner for
> visibility.
>
> Regarding this week's invoice 1258230, the amount billed was $2,323.33.
> The $450 difference is due to the 2/27 12:00 a.m. to 8:00 p.m. (B) shift
> not being invoiced, as NetSuite is programmed to bill live-in rates on the
> (A) shift. Additionally, the (A) shift from 8:00 p.m. to 11:59 p.m. on 2/27
> was entered as non-billable (N/A).
>
> The live-in billed amount must be applied to the (A) shift for the invoice
> to generate correctly.
>
> [image: f73f63cb-3dac-4c60-9702-4198fef00882.png]
> [image: image.png]
>
>
> Thanks,
>
> Loretta Fasel-Slater
>
> *Loretta Fasel-Slater*
>
> Billing Analyst 1 | TheKey
>
> Mobile: 616.612.3129 | ext 145019
>
> [image: TheKey]
>
>
> On Wed, Mar 4, 2026 at 3:46 PM Joey Taylor <joey.taylor@thekey.com> wrote:
>
> Good Afternoon,
>
> The client has 2 different live-in caregivers who start and finish at
> different times. I ran this by Kristy Poyner to ensure everything was
> correct when we started the case. The total amount for the invoice in
> Wellsky ($2,773.33) is correct for the billing period of Feb 23r to Mar 1st.
>
> Thank you,
>
> On Wed, Mar 4, 2026 at 1:12 PM Loretta Fasel-Slater <lslater@thekey.com>
> wrote:
>
> Hello Montreal Team,
>
> Regarding client Payson, we have a $450 variance.   I noticed that the
> live-in rate is applied to both shifts (A) and (B) for 2/26–2/27, but the
> amount is only billed in NetSuite for shift (A).
>
> Additionally, there is no billed amount appearing for the 2/27–2/28 shift.
> Could you please confirm if these entries are correct?
>
> [image: image.png]
>
> Best regards,
>
> Loretta Fasel-Slater
>
> *Loretta Fasel-Slater*
>
> Billing Analyst 1 | TheKey
>
> Mobile: 616.612.3129 | ext 145019
>
> [image: TheKey]
>
>
>
> --
>
> Joey Taylor
>
> *Directeur Général/**General Manager*
>
> 514-907-5065
>
> TheKey.ca   <https://thekey.ca/>
>
> [image: TheKey]
>
>
>
> --
>
> Joey Taylor
>
> *Directeur Général/**General Manager*
>
> 514-907-5065
>
> TheKey.ca   <https://thekey.ca/>
>
> [image: TheKey]
>
>
>
> --
>
> Joey Taylor
>
> *Directeur Général/**General Manager*
>
> 514-907-5065
>
> TheKey.ca   <https://thekey.ca/>
>
> [image: TheKey]
>