This is a multipart message in MIME format. ------=_NextPart_000_05C3_01DBC997.4DC1C1F0 Content-Type: multipart/alternative; boundary="----=_NextPart_001_05C4_01DBC997.4DC1C1F0" ------=_NextPart_001_05C4_01DBC997.4DC1C1F0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Great job leading the team through that clean up, Jeannie, thank you! =20 General Managers- =20 Ensuring the clients claim number is documented on the LTC intake moving = forward will be critical to the client=E2=80=99s experience moving = forward, lets please ensure our team going out to see clients is aware = of the heightened importance of this form missing that data can delay an = AOB start and/or reimbursement to the client from the carrier.=20 =20 =20 Kind regards- Elizabeth Clark Director, Finance On Boarding, Collections, Billing Help Desk, CI | = TheKey Mobile: 619.822.4855 =20 =20 =20 =20 =20 From: Jeannie Ortiz =20 Sent: Tuesday, May 20, 2025 1:51 PM To: generalmanagers@thekey.com; Regional Directors = Cc: Michelle Schefter ; Elizabeth Clark = ; Lito Delapena Subject: Re: John Hancock Submission Update =20 Good Day, =20 I would like to inform you that as of Friday, May 16, 2025, all John = Hancock clients who are currently receiving services and have initiated = claims have had their claim numbers successfully captured and entered = into NetSuite. =20 Thank you to the Start of Care team and Wendy for collaborating = effectively to complete this task so quickly.=20 =20 Thank you, Jeannie Ortiz =20 On Fri, May 9, 2025 at 1:51=E2=80=AFPM Jeannie Ortiz = > wrote: Good Day, I want to share an important update regarding John Hancock (JH) clients = and the information required for invoice submission: John Hancock now requires all clients to enter a Policy and Claim Number = into their submission portal to submit invoices. Previously, only the = policy number was needed.=20 Currently we have, * 46.9% of JH clients do not have a claim number on file. * 29.7% of JH clients have declined to sign a HIPAA authorization. Our team will actively work to obtain the missing claim numbers directly = from clients or John Hancock. However, please keep in mind that without = a signed HIPAA authorization, our access to this information is limited. = Additionally, some clients may not know their actual claim number. We want to emphasize the following: Without both the claim number and policy number, we will not be able to = submit invoices for these clients. This currently affects 98 cl