Fwd: New Client Audit Results- Action Required by 9/30/22
- From
- Angie Markwell <angie.markwell@thekey.com>
- To
- "Northeast/Canada Regional Operation Directors" <northeastcanada-regional-operation-directors@thekey.com>
- Date
- ue, 27 Sep 2022 13
- Folder
- INBOX
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Please let's just get off this controllable list! From: Chen Xie <chen@thekey.com> Date: Tue, Sep 27, 2022 at 1:10 PM Subject: Re: New Client Audit Results- Action Required by 9/30/22 To: <eclark@thekey.com> Cc: Northeast/Canada Regional Operation Directors < northeastcanada-regional-operation-directors@thekey.com>, Melissa Reyes < melissa.reyes@thekey.com>, David Durbin <david.durbin@thekey.com>, Angie Markwell <angie.markwell@thekey.com>, Chen Xie <chen@homecareassistance.com>, Audra Williams <audraw@thekey.com>, Alicia Broussard <abroussard@thekey.com>, Alisha Wise <awise@thekey.com>, Amy Harris <aharris@thekey.com>, Araceli Gutierrez <araceli.gutierrez@thekey.com>, Bobby Kou < bkou@homecareassistance.com>, <carol.miller@thekey.com>, Cassi Gilkeson < cgilkeson@thekey.com>, Cathy Goffredo <cathy.goffredo@thekey.com>, Charlie Ferro <cferro@thekey.com>, Christa Chalfa <cchalfa@homecareassistance.com>, Gail Carboy <gcarboy@thekey.com>, James Buscemi <jbuscemi@thekey.com>, < jmuskat@homecareassistance.com>, Kim Kranwinkel < kimberly.kranwinkel@thekey.com>, Kimberly Guerci <kguerci@thekey.com>, < laura.hintz@thekey.com>, Peggy Anderson <panderson.old@thekey.com>, Triff Cook <triff@thekey.com>, Yukari Roberts <yroberts@thekey.com>, < bethann.rosario@thekey.com>, Jay Skypeck <jason.skypeck@thekey.com>, Claudia Hernandez <chernandez@thekey.com>, Jennifer Piper < jennifer.piper@thekey.com>, Jessica Pascasio <jpascasio@thekey.com>, Pete DaCosta <peter.dacosta@thekey.com>, Timothy Thompson-Cook < timothy.thompsoncook@thekey.com>, Gary Scott <gscott@thekey.com>, Mandi Cheslock <mcheslock@thekey.com>, Benjamin Lewis <benjamin.lewis@thekey.com>, Sarah Powers <spowers@thekey.com>, Tad Smith <tsmith@homecareassistance.com>, Matthew Neal <mneal@homecareassistance.com> +Tad, +Matt When we apply this in November and begin to gate out commissions for clients without a complete client consent agreement, Elizabeth, could you time band your report (either replace or separate) into what Tad + Gary has defined as high priority (with a pending shift or a completed shift), among those who started after October 1, as those will be the ones that everyone will want to focus on. Ongoing, if will be easy if we can simply see the list of new names produced that week (with the high priority) to chase with the most urgency. Also for group communication purposes, what Tad has let me know is that there's ~70 high priority new clients in September to date, so roughly 20 per week, or about 8% of our total actual starts. I understand there's another 120 low priority, but it sounds like those have no shifts pending so wouldn't count for us as a start and isn't commissionable for anyone anyway. LMK if that's accurate. On Mon, Sep 26, 2022 at 10:19 PM <eclark@thekey.com> wrote: > Good Evening > > Please review the linked spreadsheet > <https://docs.google.com/spreadsheets/d/183DGt8Fw9EmCYHq4Q8G06YUy52QauneS/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true> > to see the details of our last audit and trending by location, instructions > for filtering the file sent in previous distribution below, as of 9/25/22. > Attached are the documented guidelines we reviewed with your designated > SMEs and leadership team. We will be scheduling meetings with each office > on this list starting in October if documents and tags are not corrected by > the end of the month. > > *As of the last audit:* > > - 213 Clients without a signed Consent Agreement on file > - 264 Clients without a signed Payment Authorization on file > - 12 Clients with no Payer email/address, or Client email/address > > *Client Statuses:* > > - High Priority- Completed shifts in the past > - In Process- Upcoming shifts booked > - Low Priority- No completed shifts or meaningful activity/upcoming > shifts > > > > Please note, if a document is “loaded but incomplete” that means it’s not > signed, missing critical information, or the card/ACH account provided (for > PAF) failed or is invalid. Please review the attached document and provide > any feedback, questions, or concerns regarding expectations. Clients with > documents loaded, moved to deactivated status, etc. will not be removed > from the tracker until they are re-audited and confirmed by the team so no > need to reply to me with those details, though they are appreciated! > > > > *Division* > > *Consent Agreement Status* > > *Total* > > *N East* > > Loaded but Incomplete > > 3 > > Not Loaded > > 47 > > *N East Total* > > *50* > > *Northwest* > > Not Loaded > > 65 > > *Northwest Total* > > *65* > > *Partnership Businesses* > > Loaded but Incomplete > > 1 > > Not Loaded > > 4 > > *Partnership Businesses Total* > > *5* > > *S East* > > Loaded but Incomplete > > 2 > > Not Loaded > > 30 > > *S East Total* > > *32* > > *Southwest* > > Loaded but Incomplete > > 4 > > Not Loaded > > 54 > > *Southwest Total* > > *58* > > *#N/A* > > Loaded but Incomplete > > 1 > > Not Loaded > > 2 > > *#N/A Total* > > *3* > > *Grand Total* > > *213* > > > > *Division* > > *Payment Authorization Status* > > *Total* > > *N East* > > Loaded but Incomplete > > 23 > > Not Loaded > > 39 > > *N East Total* > > *62* > > *Northwest* > > Loaded but Incomplete > > 16 > > Not Loaded > > 77 > > *Northwest Total* > > *93* > > *Partnership Businesses* > > Loaded but Incomplete > > 1 > > Not Loaded > > 5 > > *Partnership Businesses Total* > > *6* > > *S East* > > Loaded but Incomplete > > 12 > > Not Loaded > > 27 > > *S East Total* > > *39* > > *Southwest* > > Loaded but Incomplete > > 17 > > Not Loaded > > 44 > > *Southwest Total* > > *61* > > *#N/A* > > Loaded but Incomplete > > 1 > > Not Loaded > > 2 > > *#N/A Total* > > *3* > > *Grand Total* > > *264* > > > > > > *Count of NetSuite ID* > > *Division* > > *Ability to send invoices?* > > *Total* > > *N East* > > No address or email for Client or Payer > > 3 > > *N East Total* > > *3* > > *Northwest* > > No address or email for Client or Payer > > 4 > > *Northwest Total* > > *4* > > *S East* > > No address or email for Client or Payer > > 1 > > *S East Total* > > *1* > > *Southwest* > > No address or email for Client or Payer > > 4 > > *Southwest Total* > > *4* > > *Grand Total* > > *12* > > > > > > > > Kind regards- > > > > Elizabeth Clark > > *Sr. Manager, Continuous Improvement * > > *TheKey* > > Office|Cell : 619-822-4855 > > eclark@thekey.com > > > > *TheKey.com <https://www.thekey.com/>* > > > > [image: TheKey] <https://homecareassistance.com/> > > > > > > > > > > > > *From:* eclark@thekey.com <eclark@thekey.com> > *Sent:* Monday, September 19, 2022 10:32 AM > *To:* 'Northeast/Canada Regional Operation Directors' < > northeastcanada-regional-operation-directors@thekey.com>; 'Melissa Reyes' > <melissa.reyes@thekey.com>; 'David Durbin' <david.durbin@thekey.com>; > 'Angie Markwell' <angie.markwell@thekey.com>; 'Chen Xie' < > chen@homecareassistance.com>; 'Audra Williams' <audraw@thekey.com>; > 'Alicia Broussard' <abroussard@thekey.com>; 'Alisha Wise' < > awise@thekey.com>; peter.dacosta@thekey.com; 'Amy Harris' < > aharris@thekey.com>; 'Araceli Gutierrez' <araceli.gutierrez@thekey.com>; > 'Bobby Kou' <bkou@homecareassistance.com>; carol.miller@thekey.com; > 'Cassi Gilkeson' <cgilkeson@thekey.com>; 'Cathy Goffredo' < > cathy.goffredo@thekey.com>; 'Charlie Ferro' <cferro@thekey.com>; 'Christa > Chalfa' <cchalfa@homecareassistance.com>; 'Gail Carboy' < > gcarboy@thekey.com>; 'James Buscemi' <jbuscemi@thekey.com>; > jmuskat@homecareassistance.com; 'Kim Kranwinkel' < > kimberly.kranwinkel@thekey.com>; 'Kimberly Guerci' <kguerci@thekey.com>; > laura.hintz@thekey.com; 'Peggy Anderson' <panderson@homecareassistance.com>; > 'Triff Cook' <triff@thekey.com>; 'Yukari Roberts' <yroberts@thekey.com>; > bethann.rosario@thekey.com; 'Alisha Wise' <awise@thekey.com>; 'Jay > Skypeck' <jason.skypeck@thekey.com>; 'Claudia Hernandez' < > chernandez@thekey.com>; peter.dacosta@thekey.com; 'Jennifer Piper' < > jennifer.piper@thekey.com>; 'Jessica Pascasio' <jpascasio@thekey.com>; > 'Pete DaCosta' <peter.dacosta@thekey.com>; 'Timothy Thompson-Cook' < > timothy.thompsoncook@thekey.com> > *Cc:* 'Gary Scott' <gscott@thekey.com>; 'Mandi Cheslock' < > mcheslock@thekey.com> > *Subject:* New Client Audit Results- Action Required by 9/23 > *Importance:* High > > > > Hello Everyone- > > Please review the linked spreadsheet > <https://docs.google.com/spreadsheets/d/1A-IyiEkmPuHFRIF-B29k7LmvKLrOMYU2/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true> > to see the details of our last audit and trending by location, instructions > for filtering the file sent in previous distribution below. The team could > not audit new starts today due to the ClearCare outage; an updated file > will be sent before end of week to include clients created the prior Friday > through Thursday period. Attached are the documented guidelines we reviewed > with your designated SMEs and leadership team. Thus far I have not received > any communication that facilities, government contracts, or clients > otherwise need to be treated as exceptions in one way or another, however, > please reach out if you noticed these requirements should not apply to your > customers. > > *As of the last audit:* > > - 204 Clients without a signed Consent Agreement on file > - 250 Clients without a signed Payment Authorization on file > - 11 Clients with no Payer email/address, or Client email/address > > Clients with documents loaded, moved to deactivated status, etc. will not > be removed from the tracker until they are re-audited and confirmed by the > team so no need to reply to me with those details, though they are > appreciated! > > > > Kind regards- > > > > Elizabeth Clark > > *Sr. Manager, Continuous Improvement * > > *TheKey* > > Office|Cell : 619-822-4855 > > eclark@thekey.com > > > > *TheKey.com <https://www.thekey.com/>* > > > > [image: TheKey] <https://homecareassistance.com/> > > > > > > > > > > > > *From:* Angie Markwell <angie.markwell@thekey.com> > *Sent:* Monday, September 12, 2022 9:39 PM > *To:* Northeast/Canada Regional Operation Directors < > northeastcanada-regional-operation-directors@thekey.com>; Elizabeth Clark > <eclark@thekey.com> > *Subject:* Fwd: New Client Audit Results- Action Required by 9/16 > > > > > > ---------- Forwarded message --------- > From: <eclark@thekey.com> > Date: Mon, Sep 12, 2022 at 10:35 PM > Subject: RE: New Client Audit Results- Action Required by 9/16 > To: Melissa Reyes <melissa.reyes@thekey.com>, David Durbin < > david.durbin@thekey.com>, Angie Markwell <angie.markwell@thekey.com>, > Chen Xie <chen@homecareassistance.com>, Audra Williams <audraw@thekey.com>, > Alicia Broussard <abroussard@thekey.com>, Alisha Wise <awise@thekey.com>, > Amy Harris <aharris@thekey.com>, Araceli Gutierrez < > araceli.gutierrez@thekey.com>, Bobby Kou <bkou@homecareassistance.com>, < > carol.miller@thekey.com>, Cassi Gilkeson <cgilkeson@thekey.com>, Cathy > Goffredo <cathy.goffredo@thekey.com>, Charlie Ferro <cferro@thekey.com>, > Christa Chalfa <cchalfa@homecareassistance.com>, Gail Carboy < > gcarboy@thekey.com>, James Buscemi <jbuscemi@thekey.com>, < > jmuskat@homecareassistance.com>, Kim Kranwinkel < > kimberly.kranwinkel@thekey.com>, Kimberly Guerci <kguerci@thekey.com>, < > laura.hintz@thekey.com>, Peggy Anderson <panderson@homecareassistance.com>, > Triff Cook <triff@thekey.com>, Yukari Roberts <yroberts@thekey.com>, < > bethann.rosario@thekey.com>, Jay Skypeck <jason.skypeck@thekey.com>, > Claudia Hernandez <chernandez@thekey.com>, Jennifer Piper < > jennifer.piper@thekey.com>, Jessica Pascasio <jpascasio@thekey.com>, Pete > DaCosta <peter.dacosta@thekey.com>, Timothy Thompson-Cook < > timothy.thompsoncook@thekey.com> > Cc: <gscott@thekey.com> > > > > Hello Everyone- > > > > Please review the linked spreadsheet > <https://docs.google.com/spreadsheets/d/13WqOwjVwp3iLHmb4U0GywyFVtYgOffJ6/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true> > to see the details of our last audit and trending by location, instructions > for filtering the file sent in previous distribution below. The team could > not audit new starts today due to the ClearCare outage; an updated file > will be sent before end of week to include clients created 9/2-9/8. > > > > *As of the last audit:* > > - 265 Clients without a signed Consent Agreement on file > - 307 Clients without a signed Payment Authorization on file > - 14 Clients with no Payer email/address, or Client email/address > > > > Some of these clients have been on the audit file since June, please > review them and help us get them updated asap. Clients with documents > loaded, moved to deactivated status, etc. will not be removed from the > tracker until they are re-audited and confirmed by the team so no need to > reply to me with those details, though they are appreciated! In the event > you have questions or exceptions to note please make sure to reach out so I > can update our auditor training guide as appropriate. > > > > Kind regards- > > > > Elizabeth Clark > > *Sr. Manager, Continuous Improvement * > > *TheKey* > > Office|Cell : 619-822-4855 > > eclark@thekey.com > > > > *TheKey.com <https://www.thekey.com/>* > > > > [image: TheKey] <https://homecareassistance.com/> > > > > > > *From:* eclark@thekey.com <eclark@thekey.com> > *Sent:* Tuesday, August 30, 2022 2:16 PM > *To:* 'Melissa Reyes' <melissa.reyes@thekey.com>; 'David Durbin' < > david.durbin@thekey.com>; 'Angie Markwell' <angie.markwell@thekey.com>; > 'Chen Xie' <chen@homecareassistance.com>; 'Audra Williams' < > audraw@thekey.com>; 'Alicia Broussard' <abroussard@thekey.com>; 'Alisha > Wise' <awise@thekey.com>; 'Amy Harris' <aharris@thekey.com>; 'Araceli > Gutierrez' <araceli.gutierrez@thekey.com>; 'Bobby Kou' < > bkou@homecareassistance.com>; carol.miller@thekey.com; 'Cassi Gilkeson' < > cgilkeson@thekey.com>; 'Cathy Goffredo' <cathy.goffredo@thekey.com>; > 'Charlie Ferro' <cferro@thekey.com>; 'Christa Chalfa' < > cchalfa@homecareassistance.com>; 'Gail Carboy' <gcarboy@thekey.com>; > 'James Buscemi' <jbuscemi@thekey.com>; jmuskat@homecareassistance.com; > 'Kim Kranwinkel' <kimberly.kranwinkel@thekey.com>; 'Kimberly Guerci' < > kguerci@thekey.com>; laura.hintz@thekey.com; 'Peggy Anderson' < > panderson@homecareassistance.com>; 'Triff Cook' <triff@thekey.com>; > 'Yukari Roberts' <yroberts@thekey.com>; bethann.rosario@thekey.com; > 'Alisha Wise' <awise@thekey.com>; 'Jay Skypeck' <jason.skypeck@thekey.com>; > 'Claudia Hernandez' <chernandez@thekey.com>; peter.dacosta@thekey.com; > 'Jennifer Piper' <jennifer.piper@thekey.com>; 'Jessica Pascasio' < > jpascasio@thekey.com>; 'Pete DaCosta' <peter.dacosta@thekey.com> > *Cc:* gscott@homecareassistance.com > *Subject:* New Client Audit Results- Action Required by 9/2/22 > *Importance:* High > > > > Hello All- > > > > The linked spreadsheet > <https://docs.google.com/spreadsheets/d/1BQAp4B1h7419Nj37vUYsEJuFJFs9fQ9o/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true> > has the details of our ongoing New Client Audit and the details on missing > documents as of 8/30. Our team has dedicated almost 100% of bandwith to > supporting LTC submissions the last two weeks and they are working on > catching up with these audits, please make note of the “last audited date” > when reviewing this file or if there are discrepancies in what you see > loaded to CC today. > > > > As a reminder, any clients marked “Low Priority” should be evaluated and > deactivated where it makes sense. Clients are considered low priority if > they have no scheduled dates in the past or meaningful activity notes in > CC. That could change quickly so it’s important all clients are reviewed > for accuracy. *If not a Low Priority client, or one you can deactivate, > we need your help to ensure these items are updated/loaded by COB Friday > 9/2.* > > > > · *When does Finance audit clients & when?* > > o Clients are created in NetSuite when a client is moved to an > Activated Status and has a Location assigned to their Client Profile in > ClearCare. Finance audits new clients each Monday, for clients created in > the prior Friday through Thursday week. > > > > · *All Clients should be set up with the below documents, tags, > and basic demographic information before the first day of care:* > > o Signed Client Consent Agreement (CCA) in ClearCare > > o Signed Payment Authorization Form (PFA) in ClearCare or, a stored > payment method in Versapay > > o Be tagged to their method of payment, which should mirror their PAF > > § Fiduciary, LTC-AOB, PMT-CC, etc. > > o Have an Address or Email on file (both are preferred) for the Client > or Payer Contact for Invoice Delivery > > > > > > *Instructions:* > > 1. *Location-* Filter for your Location(s) in Column E > > > > 2. *CCA*-Filter column W for a status of “Not Loaded” and “Loaded > but Incomplete” to determine which clients need their CCA loaded/updated. > > § Loaded but Incomplete would imply the form is blank, or missing > signature. > > > > 3. *PAF*- Filter column X for a status of “Not Loaded” and “Loaded > but Incomplete” to determine which clients need an PAF loaded/updated. > > § Loaded but Incomplete would imply the form is blank, missing > signature, or that the account information is invalid or expired > > § If a client has their payment method stored in Versapay, this item is > marked Accurate & Complete, and the location is not marked negatively for > the audit. > > § If the client is paying via check due to a Fiduciary set up, Facility > Billing, or was approved by Finance Leadership the PAF should be loaded > with “Check Exception” written on the PAF > > 1. This is new, but is the only way to ensure Finance is aware > approval was obtained by Gary Scott or Brian Scott > > > > 4. *Tags*- Filter column Y for a status of “Not Loaded” and “Loaded > but Incomplete” to determine which clients need their Tags updated to > mirror their PAF. > > § These should be outstanding until the PAF is loaded and > validated/accurate > > > > 5. *Invoice Delivery-* Filter column Z for “No Address or Email for > Client or Payer” to determine which clients need their contacts updated > and/or their basic demographics added in ClearCare. > > § NetSuite will use the Payer (not e-payer or any other contact type) > address and email. > > § If there is no Payer, NetSuite will use the Client address and email. > If neither are found this means there is no reliable method of emailing or > sending invoices via USPS mail. > > § We add any contacts marked as “Email Invoices” to Versapay directly > however, changes to those contacts will not push to NetSuite daily > therefore it’s critical we use the Client & Payer fields. This allows the > local team ownership over updates without requiring emails or manual > updates by the Finance Teams. If applicable, the “Email Invoices” Contacts > should be updated to a “Payer” to ensure changes to the Payer are > automatically fed to the Versapay billing system. > > > > > > Below is a summary of the success rate for each required item by specific > Location and the respective WoW increase/decrease in compliance. > > > > *Location Updates 8/12 versus 8/30* > > *Signed Consent Agreement on File?* > > *% Change* > > *Valid Payment Authorization on File? * > > *% Change* > > *Payment Tags selected* > > *% Change* > > *Address or Email On File for Client or Payer* > > *% Change* > > 123 Home Care > > 91% > > -4% > > 76% > > -3% > > 76% > > -7% > > 100% > > 3% > > Annapolis > > 96% > > 2% > > 93% > > -2% > > 93% > > -2% > > 89% > > -6% > > Atlanta > > 81% > > 0% > > 77% > > -10% > > 77% > > -10% > > 93% > > -1% > > Austin > > 57% > > -16% > > 70% > > -4% > > 70% > > -4% > > 96% > > -1% > > Bay Area North > > 61% > > -16% > > 59% > > -12% > > 59% > > -12% > > 98% > > 3% > > Palm Beach > > 96% > > 0% > > 93% > > 0% > > 96% > > 0% > > 98% > > 0% > > BERGEN > > 100% > > 0% > > 92% > > 2% > > 100% > > 0% > > 100% > > 0% > > Bethesda > > 60% > > 3% > > 40% > > -25% > > 47% > > -25% > > 107% > > 6% > > Boca Raton > > 82% > > -2% > > 77% > > 3% > > 86% > > 13% > > 95% > > -5% > > Boise > > 100% > > 0% > > 83% > > 2% > > 83% > > 2% > > 100% > > 0% > > Broward County > > 56% > > 3% > > 50% > > 9% > > 56% > > 3% > > 100% > > 0% > > Carmel/Monterey > > 82% > > -5% > > 64% > > -35% > > 64% > > -35% > > 118% > > 15% > > Central LA > > 76% > > 1% > > 72% > > 3% > > 76% > > 1% > > 90% > > -6% > > Central NJ > > 88% > > -9% > > 79% > > -10% > > 85% > > -12% > > 97% > > 1% > > Charleston > > 100% > > 0% > > 80% > > 0% > > 100% > > 0% > > 100% > > 0% > > Chicago > > 72% > > 3% > > 64% > > 12% > > 67% > > 10% > > 97% > > 1% > > Clemson > > 78% > > -29% > > 78% > > 4% > > 78% > > 4% > > 111% > > 10% > > Cleveland > > 67% > > -50% > > 33% > > -50% > > 33% > > -50% > > 100% > > 0% > > CNRS > > 92% > > 1% > > 92% > > 1% > > 95% > > 1% > > 76% > > 8% > > Colorado > > 80% > > 13% > > 80% > > 25% > > 90% > > 22% > > 100% > > 0% > > Colorado Springs > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > Columbus > > 77% > > 17% > > 62% > > 11% > > 62% > > 11% > > 108% > > 7% > > Daughterly Companions > > 80% > > -7% > > 80% > > 2% > > 60% > > 5% > > 100% > > 0% > > East Bay > > 84% > > -2% > > 80% > > -4% > > 79% > > -4% > > 96% > > 2% > > ECS GCM Clearcare > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > Fairfield > > 100% > > 0% > > 93% > > -8% > > 93% > > -8% > > 100% > > 0% > > Frederick > > 86% > > 33% > > 71% > > 20% > > 71% > > 20% > > 100% > > 0% > > Grand Rapids > > 84% > > -1% > > 80% > > -3% > > 82% > > -2% > > 152% > > 34% > > Milwaukee > > 95% > > -5% > > 95% > > -5% > > 95% > > -5% > > 95% > > 2% > > Midland > > 79% > > -1% > > 53% > > 6% > > 53% > > 6% > > 116% > > 14% > > Grand Strand > > 76% > > 4% > > 86% > > 7% > > 86% > > 7% > > 100% > > 0% > > Greenville > > 67% > > 0% > > 67% > > 0% > > 67% > > 0% > > 100% > > 0% > > Hartford > > 87% > > 4% > > 87% > > 4% > > 87% > > 4% > > 100% > > 0% > > Help at Home > > 67% > > 10% > > 50% > > 20% > > 50% > > 20% > > 100% > > 0% > > Houston > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 97% > > 0% > > Indiana > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > Kansas > > 94% > > 3% > > 75% > > 15% > > 75% > > 15% > > 94% > > 3% > > Kenwood > > 73% > > -7% > > 82% > > -9% > > 82% > > -9% > > 91% > > 2% > > Lake Oswego > > 78% > > -10% > > 89% > > 4% > > 89% > > 4% > > 100% > > 0% > > Las Vegas > > 80% > > 25% > > 80% > > 0% > > 80% > > 0% > > 80% > > -25% > > Los Gatos > > 88% > > 2% > > 81% > > 3% > > 84% > > 7% > > 97% > > 0% > > Lynchburg > > 81% > > 3% > > 74% > > 8% > > 78% > > 5% > > 100% > > 0% > > McKinney > > 75% > > -7% > > 75% > > -7% > > 75% > > -7% > > 100% > > 0% > > Mesa > > 83% > > 4% > > 83% > > 4% > > 83% > > 4% > > 100% > > 0% > > Millenia > > 92% > > -9% > > 92% > > -9% > > 92% > > -9% > > 100% > > 0% > > SPS - Santa Barbara > > 70% > > -11% > > 70% > > -11% > > 70% > > -11% > > 100% > > 11% > > N. Fort Worth > > 30% > > -108% > > 30% > > -67% > > 30% > > -67% > > 95% > > -5% > > Napa > > 74% > > 2% > > 61% > > 0% > > 70% > > -4% > > 100% > > 0% > > Naples (Help At Home) > > 71% > > -6% > > 64% > > -8% > > 67% > > -9% > > 110% > > 11% > > Nassau > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > Newport > > 58% > > -12% > > 58% > > -5% > > 56% > > -11% > > 114% > > 12% > > Northern Virginia > > 70% > > 0% > > 53% > > -3% > > 55% > > 0% > > 100% > > 0% > > NorthLA > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > Palm Desert > > 100% > > 0% > > 80% > > 6% > > 80% > > 6% > > 100% > > 0% > > Park Vista NP > > 25% > > -33% > > 25% > > -33% > > 25% > > -33% > > 100% > > 0% > > Pennsylvania > > 100% > > 0% > > 97% > > 4% > > 97% > > 4% > > 81% > > 36% > > Puget Sound > > 97% > > -1% > > 90% > > 4% > > 93% > > 5% > > 100% > > 2% > > Raleigh > > 90% > > 3% > > 72% > > -2% > > 76% > > -3% > > 97% > > -4% > > Riverside > > 83% > > 4% > > 67% > > 10% > > 67% > > 10% > > 117% > > 14% > > Roanoke > > 96% > > 0% > > 96% > > 5% > > 96% > > 5% > > 109% > > 8% > > Rockwall > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > Roseville > > 74% > > -6% > > 74% > > -16% > > 74% > > -11% > > 100% > > 0% > > Salt Lake > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > San Antonio > > 81% > > 4% > > 81% > > 4% > > 81% > > 4% > > 100% > > 0% > > San Diego > > 92% > > 13% > > 86% > > 7% > > 89% > > 6% > > 100% > > 0% > > San Dimas > > 80% > > 0% > > 80% > > 0% > > 100% > > 0% > > 180% > > 44% > > Santa Rosa > > 89% > > -7% > > 54% > > 2% > > 57% > > 0% > > 111% > > 10% > > Sarasota > > 71% > > 15% > > 60% > > 10% > > 60% > > 10% > > 100% > > 0% > > Scottsdale > > 82% > > 27% > > 82% > > 2% > > 82% > > 2% > > 100% > > 0% > > South bay > > 78% > > -7% > > 78% > > -29% > > 89% > > -13% > > 144% > > 31% > > Southern NJ > > 88% > > 0% > > 88% > > 0% > > 88% > > 0% > > 75% > > -8% > > Spokane > > 84% > > -14% > > 74% > > -4% > > 81% > > -7% > > 110% > > 9% > > Springfield > > 88% > > 3% > > 81% > > -4% > > 88% > > -5% > > 100% > > 0% > > SRG SB > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > SRG SC > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > St.Louis > > 88% > > -14% > > 88% > > -14% > > 81% > > -13% > > 106% > > 6% > > Steps Home Care > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 60% > > -39% > > Suffolk County > > 95% > > -6% > > 89% > > -12% > > 89% > > -12% > > 100% > > 0% > > The Peninsula > > 96% > > 1% > > 87% > > -2% > > 89% > > -2% > > 100% > > 0% > > TRDS > > 88% > > 14% > > 75% > > 0% > > 88% > > -14% > > 100% > > 0% > > Virginia Beach > > 63% > > -9% > > 69% > > 1% > > 66% > > -4% > > 100% > > 0% > > VNA New Jersey > > 100% > > 0% > > 89% > > 6% > > 100% > > 0% > > 100% > > 0% > > Wellesley > > 67% > > 0% > > 56% > > -20% > > 56% > > -20% > > 100% > > 0% > > West Chester > > 80% > > 0% > > 80% > > 0% > > 80% > > 0% > > 100% > > 0% > > SRG CAL > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > 100% > > 0% > > LifeMatters > > 20% > > -25% > > 20% > > -25% > > 20% > > -25% > > 100% > > 0% > > Canoga Park > > 100% > > 0% > > 50% > > 0% > > 50% > > 0% > > 100% > > 0% > > Average Success Rate > > 83% > > -3% > > 77% > > -3% > > 79% > > -3% > > 101% > > 2% > > > > > > > > > > > > Kind regards- > > > > Elizabeth Clark > > *Sr. Manager, Continuous Improvement * > > *TheKey* > > Office|Cell : 619-822-4855 > > eclark@thekey.com > > > > *TheKey.com <https://www.thekey.com/>* > > > > [image: TheKey] <https://homecareassistance.com/> > > > > > > Hi all - please ensure we get this to 100% and ensure every client is > legitimate and still on service. Elizabeth please send this report for > Norteast to those copied only and Canada as so folks on list are old and no > longer with the company. Thanks > > > > > *Chen Xie*CSO | *TheKey*650-208-2390 [image: TheKey] <https://homecareassistance.com/> You received this message because you are subscribed to the Google Groups "Northeast/Canada Regional Operation Directors" group. To unsubscribe from this group and stop receiving emails from it, send an email to northeastcanada-regional-operation-directors+unsubscribe@thekey.com. To view this discussion on the web visit https://groups.google.com/a/thekey.com/d/msgid/northeastcanada-regional-operation-directors/CADY4-OZVA-OQS7wKT5Kyx-bNfKsuNxfhkD-4PF9maA2M4VS3Cw%40mail.gmail.com. For more options, visit https://groups.google.com/a/thekey.com/d/optout.