Re: A Message from Tad

Thank you Angie and Tim. @Timothy Thomas <tt@thekey.com> Sure, I will keep
you updated about any outstanding balance for more than 30 days.
Regards,
Sam Naffaa, CMA
Financial Controller - Waterloo & Oakville

*Home Care Assistance - **Serving Oakville, Mississauga, Burlington,
Waterloo & Wellington region*

375 University Ave E, Waterloo, ON, N2K3M7 Tel: 519-954-2111
2525 Old Bronte Rd, Suite 212, Oakville, ON, L6M 4J2 Tel: 905-337-1200

[image: image.png]
*Champions of Aging Well*

*www.**H**o <http://homecareassistancewaterloo.ca/>*

*me <http://homecareassistancewaterloo.ca/>Care
<http://homecareassistancewaterloo.ca/>Assistance
<http://homecareassistancewaterloo.ca/>Waterloo
<http://homecareassistancewaterloo.ca/>.ca
<http://homecareassistancewaterloo.ca/>www.HomeCareAssistanceGuelph.ca*
*www.HomeCareAssistanceOakville.ca**www.HomeCareAssistanceMississauga.ca*
[image: image.png]

On Wed, Nov 2, 2022 at 10:13 AM Joey Taylor <
joey.taylor@homecareassistance.com> wrote:

> Thank you for the clarification!!!
>
> On Wed, Nov 2, 2022 at 10:10 AM Timothy Thomas <tt@thekey.com> wrote:
>
>> This communication does not apply to Canada as we do not have the same
>> tracking systems in place at this time. However we are no longer accepting
>> checks from new clients. I must be notified of any clients who are in
>> arrears over 30 days. Interest shall be applied as per the CCA, if no
>> provision is in the agreement then we must advise and ultimately pull
>> service if needed.
>>
>> Thank you Sam.
>>
>> On Wed, Nov 2, 2022 at 9:55 AM Angie Kunnath <akunnath@thekey.com> wrote:
>>
>>> Hi Sam,
>>>
>>> My understanding is that this is yet to be rolled out in Canada. Copied
>>> Tim, Cheryl and Joey on this email.
>>>
>>> Angie
>>>
>>> On Wed, Nov 2, 2022 at 9:25 AM Sam Naffaa <hcao.accounting@thekey.com>
>>> wrote:
>>>
>>>> Good morning All,
>>>> I am forwarding this email to you in case you didnt see it. This email
>>>> has important information which required action in November. As you can
>>>> see in the email there will be past due charges and also I can see
>>>> e-transfer is no longer acceptable from private clients unless the CEO
>>>> approves it.
>>>> Note, I am not sure if this is applicable in Canada. Could anyone
>>>> please confirm if we should apply these new rolls in Waterloo and Oakville?
>>>> Regards,
>>>> Sam Naffaa, CMA
>>>> Financial Controller - Waterloo & Oakville
>>>>
>>>> *Home Care Assistance - **Serving Oakville, Mississauga, Burlington,
>>>> Waterloo & Wellington region*
>>>>
>>>> 375 University Ave E, Waterloo, ON, N2K3M7
>>>> <https://www.google.com/maps/search/375+University+Ave+E,+Waterloo,+ON,+N2K3M7?entry=gmail&source=g>
>>>> Tel: 519-954-2111
>>>> 2525 Old Bronte Rd, Suite 212, Oakville, ON,
>>>> <https://www.google.com/maps/search/2525+Old+Bronte+Rd,+Suite+212,+Oakville,+ON,%C2%A0+L6M+4J2?entry=gmail&source=g>L6M
>>>> 4J2
>>>> <https://www.google.com/maps/search/2525+Old+Bronte+Rd,+Suite+212,+Oakville,+ON,%C2%A0+L6M+4J2?entry=gmail&source=g>
>>>> Tel: 905-337-1200
>>>>
>>>> [image: image.png]
>>>> *Champions of Aging Well*
>>>>
>>>> *www.**H**o <http://homecareassistancewaterloo.ca/>*
>>>>
>>>> *me <http://homecareassistancewaterloo.ca/>Care
>>>> <http://homecareassistancewaterloo.ca/>Assistance
>>>> <http://homecareassistancewaterloo.ca/>Waterloo
>>>> <http://homecareassistancewaterloo.ca/>.ca
>>>> <http://homecareassistancewaterloo.ca/>www.HomeCareAssistanceGuelph.ca*
>>>> *www.HomeCareAssistanceOakville.ca*
>>>> *www.HomeCareAssistanceMississauga.ca*
>>>> [image: image.png]
>>>>
>>>>
>>>> ---------- Forwarded message ---------
>>>> From: Julia Watthey <julia.watthey@thekey.com>
>>>> Date: Wed, Oct 26, 2022 at 12:30 PM
>>>> Subject: A Message from Tad
>>>> To: <companyall@thekey.com>
>>>>
>>>>
>>>> *Please see this important message from Tad about our company.*
>>>> *Thanks,*
>>>> *Julia*
>>>> --
>>>>
>>>> Dear Colleagues,
>>>>
>>>> As most of you know, the vast majority of our private pay clients have
>>>> automated bank payment (“ACH”) or use a credit or debit card to pay for our
>>>> services. In cases where our clients have assigned their long-term care
>>>> insurance (LTC) benefits to us (carrier pays us directly), or where there
>>>> is an institution or fiduciary that pays for our services, we accept
>>>> checks.
>>>>
>>>> For a variety of reasons, our receivables balance (funds owed to the
>>>> company) has risen, and we have a number of clients that have not paid in a
>>>> timely fashion and are past due. It continues to be the case that the
>>>> disproportionate quantity of our past due clients are check payers. We are
>>>> also running into a new challenge of our institutional partners, including
>>>> senior communities, hospitals, and professionals who pay by check, becoming
>>>> increasingly slow at payment. As we  are now paying our caregivers weekly,
>>>> it is critical that we focus on lowering our receivables, and adopt policy
>>>> changes to ensure clients pay us on time and properly. Please be aware of
>>>> the following changes to our policies and receivables management processes:
>>>>
>>>>
>>>>    1.
>>>>
>>>>    In the coming weeks, we will begin enforcing the section of our
>>>>    Client Consent Agreement (CCA) that charges clients 1.5% interest per month
>>>>    for balances over 30 days past due. Most of our clients have this provision
>>>>    in their CCAs (with exceptions solely in our acquired locations and/or
>>>>    clients), but we have not been enforcing it. We  expect to begin charging
>>>>    interest in November and will announce an exact enforcement start date
>>>>    soon.
>>>>
>>>>
>>>> To improve visibility to past due clients impacted by this change, the
>>>> Receivables/Billing team will notify Field and Sales leadership every other
>>>> week of clients that are past due. This will only apply to clients who do
>>>> not currently have a balance in dispute with us, or an open ticket to
>>>> settle a billing issue with our Receivables/Billing team.
>>>>
>>>>
>>>>    1.
>>>>
>>>>    We have divided our LTC Team into two groups — one that handles
>>>>    client set up and communication, and one that handles ongoing processing of
>>>>    reimbursement claims. Kirk Hayes from our business development team will
>>>>    lead our LTC team that handles client set up — an area where we have
>>>>    struggled to effectively set up new cases. Effective immediately, Long-term
>>>>    Care Insurance Assignment of Benefits (LTC AOB), as well as workers
>>>>    compensation benefits cases, need to be processed through our LTC team and
>>>>    approved before we undertake them. Kirk Hayes and Gary Scott will circulate
>>>>    a memo in the coming week describing the new procedures. In the meantime,
>>>>    if you have a new client with a LTC AOB request, please email Kirk Hayes (
>>>>    khayes@thekey.com) and Gary Scott (gscott@thekey.com) for review.
>>>>    If you have a workers compensation case, you may email it to Matt Neal (
>>>>    mneal@thekey.com) for review.
>>>>
>>>>
>>>> As part of our LTC process, and in line with our goals to serve more
>>>> clients well by innovating and going above and beyond, we instituted
>>>> Service Level Agreements (SLAs) which include providing responses via email
>>>> within 24 business hours, or a phone call with an answer rate of 70%+ (and
>>>> all voicemails are returned within 24 business hours). Additionally,
>>>> updates to initial requests for information are returned within 48 business
>>>> hours, unless otherwise communicated to the requestor.
>>>>
>>>>
>>>>    1.
>>>>
>>>>    As a reminder, we do not accept checks from private pay clients. We
>>>>    will accept checks from institutions and fiduciaries with acceptable
>>>>    payment terms.  Payment terms greater than 30 days must be approved by the
>>>>    CEO.  We will be enforcing terms and may require deposits for extended term
>>>>    requests or when institutions and fiduciaries that do not pay in accordance
>>>>    with approved terms.
>>>>
>>>>
>>>>
>>>>    1.
>>>>
>>>>    As a reminder, we never start a shift without a signed Client Care
>>>>    Agreement, as well as completed payment information.
>>>>
>>>>    2.
>>>>
>>>>    Private-pay clients who will only provide check payment must now be
>>>>    approved by the CEO. All requests for private-pay clients with check
>>>>    payment must adhere to a two-week service deposit.  Approval support should
>>>>    be uploaded in ClearCare as “Check Approval”.
>>>>
>>>>
>>>>
>>>>    1.
>>>>
>>>>    We will be enforcing all of our contractual and legal rights,
>>>>    including terminating service against those clients and institutions who
>>>>    have repeatedly failed to settle their amounts due through no fault of our
>>>>    own. Field and Sales leadership will have advance visibility on this
>>>>    process and each of these cases.
>>>>
>>>>
>>>> Please do not hesitate to contact me or Gary Scott if you have
>>>> questions about the new policies.
>>>>
>>>> Many thanks for your cooperation,
>>>>
>>>> Tad
>>>> --
>>>>
>>>> Best Regards,
>>>> Julia Natasha Watthey, MBA
>>>> Director, Corporate Communications
>>>> TheKey
>>>>
>>>> www.thekey.com
>>>> ---
>>>>
>>>> --
>>> Angie Kunnath
>>> *Regional, Caregiver Recruitment, Canada*
>>>
>>> *Home Care Assistance*
>>>
>>> 375 University Ave E, Waterloo, ON, N2K3M7 Tel: 519-954-2111
>>> 2525 Old Bronte Rd, Suite 212, Oakville, ON, L6M 4J2 Tel: 905-337-1200
>>>
>>>
>>>
>>> *Champions of Aging Well*
>>>
>>> *www.**H**o <http://homecareassistancewaterloo.ca/>*
>>>
>>> *me <http://homecareassistancewaterloo.ca/>Care
>>> <http://homecareassistancewaterloo.ca/>Assistance
>>> <http://homecareassistancewaterloo.ca/>Waterloo
>>> <http://homecareassistancewaterloo.ca/>.ca
>>> <http://homecareassistancewaterloo.ca/>www.HomeCareAssistanceGuelph.ca*
>>> *www.HomeCareAssistanceOakville.ca*
>>> *www.HomeCareAssistanceMississauga.ca*
>>>
>>>
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>>>
>>
>>
>> --
>> Tim Thomas
>> Head of Canada Division
>> *Please note my email has changed:*
>> tt@TheKey.com <Tim.Thomas@TheKey.com>
>> (514) 591-9387
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://www.thekey.com/>
>>
>
>
> --
> *Joey Taylor*
> *Regional Care Solutions Manager/Directeur régional des solutions de soins*
> Home Care Assistance/Soins à domicile
> Office: 514-907-5065
> Fax: 514-221-4265
> 4464 Ste Catherine West
> Westmount, QC, H3Z1R7
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>
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