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Hi Timothy,
"# Some info from the LTC Corner (in case you missed it)
The LTCI CoE team has grown a LOT, and we are currently supporting almost all offices across TheKey organization. It is important to our team that we are managing requests and referrals as effectively and efficiently as possible. With that said, it is beneficial to make sure we are all communicating from a shared space!
Please use the [ltci@thekey.com](mailto:ltci@thekey.com) email address for all correspondence. You do not need to copy anyone or include any additional LTCi Team email addresses. Alternatively, you can access the Fresh Desk ticketing requests for our team [here](https://hca.freshdesk.com/support/tickets/new). If you have questions about Fresh Desk there are also some resources to be reviewed in Workplace that can be located by using the search function.
Please let us know ASAP if you do not find your location/sub-location on the list when creating a ticket so that we can have the Fresh Desk team add it for you! There will also be additional options added soon when selecting a reason for referral. The great thing about this platform is that it prompts you to provide the information that we need to address the request.
When sending emails related to new LTC clients, and **ANY **LTC related matters, to [ltci@thekey.com](mailto:ltci@thekey.com) **PLEASE BE SURE** **to include your location in the subject line**. If the matter at hand is escalated and/or requires immediate action, please also include ***URGENT*** in the subject line. These will be prioritized. What constitutes an urgent matter will be at your discretion. Though please understand, if it is determined to be a "business as usual" request we may not be able to address it immediately.
It is our standard practice to respond to all referrals/inquiries and/or contact clients within 1 business day (2 at the maximum if we have an unusually high volume of referrals/callbacks). In cases where there is additional research or follow up needed, we will notify stakeholders of such and provide an expected timeframe to follow up and to reach a resolution.
In general for all LTC clients (pre or post assessment):
* Let the client know that we have a dedicated dept. for our LTC clients and that we are available to reach out and explain the services that we offer, and answer any questions that they may have.
* Ensure that as much of the LTC client info form is completed as possible (this is included in the DocuSign intake packet and can also be found via the Intranet [here](https://thekey.workplace.com/work/knowledge/1031452624086986)).
* If your client has a copy of their schedule of benefits, or full contract, please offer to scan and send to LTCi Dept. as this provides insight into the policy and allows us to better guide them in the process. There is a list of helpful LTC documents at the bottom of the intake form as well.
* If a client is interested in Assignment of Benefits (AOB), the LTC team will facilitate setting that up. Please indicate if this has been a point of discussion when sending a referral so that we can prepare AOB forms for their specific carrier in advance. *****We always prefer to complete these (with the exception of personal info and signature) and to submit to carriers to ensure all information/documentation is accurate and in good order.**
* If a client has not yet initiated a claim, or is having any difficulty with their LTC claim, we will offer to step in to assist with all steps in the process; offering empathy, expertise, and advocacy to alleviate the stress of managing the claim on their own.
**Creating a low effort experience for our clients and our colleagues in the field is paramount! We welcome any feedback or suggestions as we are always working to learn and improve. Sharing ideas is TheKey to success!**
Please let us know if you have any questions or concerns. We look forward to continued collaboration with your teams to better serve our clients!"
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