--0000000000006c09cf0605e3fc15 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks, Paul and I will try to get back to you with resolutions/expectation= s On Thu, Sep 21, 2023 at 2:55=E2=80=AFPM Timothy Thomas wrot= e: > Hi Chen, > > As discussed, here are several billing issues that seem to be recurring. > > 1. Calgary - Clients who receive "CDHC" (Client directed home care) which > is a government co-pay program, have been complaining that their CDHC > portions were not removed from their bill causing significant overcharges > and in some case NSF fees. Kristy Poyner has been working through a > resolution and as of this morning came up with the following process. > > - CDHC client invoices split between CDHC and the client based on the > split authorizations attached in ClearCare. > - The client is only responsible for the private pay invoices billing > to them. > - These invoices are audited by the invoicing team each month for > accuracy. > - Parent Payer 150290 CDHC invoices should not be charged to > clients bank accounts/payment methods. > - If at any point CDHC amounts become the individual clients > responsibility the amounts will be moved to show under the clients = private > account. > - A list of all open invoices is pulled and provided to Chuck on > the Calgary Open Invoices sheet for manual PAD processing each Friday. > - Chuck processes the payments for the clients as listed. > - Vashon posts processed payments as listed into NetSuite. > - When the report was pulled on 9/8, CDHC parent payer invoices > were included and processed against the private pay payment methods fo= r > those clients. > - Going forward Vashon will remove any invoices for the 150290 CDHC > parent payer when providing reports to Chuck for processing. > - The erroneous payments should be posted to the client private pay > accounts in NetSuite and refunded. > > 2. Vancouver - Clients continue to have their accounts debited prior to > receiving and approving their weekly invoice. This office is not yet > integrated with Versapay, therefore the billing process was controlled by > Ali Malik. I believe Ali has been removed from the team but this week we > received another complaint from a client (Barbara Fulcher) who had not > received their invoice beforehand. > > 3. Montreal - As this office requires a french invoice, we continue to > utilize quickbooks to generate client invoices. The issue here is that th= e > quickbook instance resides on a physical server sitting in the Montreal > office. This environment only allows for one user to have access at a tim= e. > Therefore the billing, accounting and collections team have to schedule > their access time causing significant delays. In addition, we uncovered > this morning that a client has been double charged on several occasions > because the merchant service provider we use (Converge) will attempt to > re-charge a client who had an NSF go through within 24 hours. In this