Re: Fwd: changes to payments from Levius - [#1434344]

--00000000000077a6b8064b307fdf Content-Type: multipart/alternative; boundary="00000000000077a6b7064b307fde" --00000000000077a6b7064b307fde Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Morning Diane, Thank you for bringing this to our attention. Please accept our sincere apologies for the oversight regarding Mr. Brodie Cross=E2=80=99s invoices being sent without the corresponding CareNotes. We understand the importance of adhering strictly to the Worker's Compensation provider=E2=80=99s billing requirements, and we regret any inconvenience or disruption this may have caused. We will immediately review our billing process to ensure all future submissions consistently include the required documentation. Our goal is to fully align with the payer=E2=80=99s expectations and to mai= ntain a smooth and timely payment process moving forward. Please let me know if there are any additional requirements or documentation preferences we should be aware of to ensure compliance. Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Thu, Feb 19, 2026 at 7:40=E2=80=AFAM Diane Mockenhaupt wrote: > Good Morning Lito, > > Could you help align the billing process for Chicago client Brodie Cross > with his Worker's Comp providers' requirements? I am forwarding the > complaint received this week from Sarah Broughton. > > On Wednesday February 18th I shared the following process change with Th= e > Billing Department. Shortly after I provided the information on the > process change, Ilona Ivey emailed Sarah Mr. Cross's invoices without the > corresponding CareNotes. This prompted the forwarded reply. > > Process change shared with Billing Department on 2/18. > Good morning Diane, > We are changing the scheduling for payments going forward. Previously, al= l > invoices that were being paid in the weekly check run had to be in by > Thursday at 1:00 PM CST. We will now begin processing payments for that > Fridays check run on Thursday mornings. This means all invoices must be t= o > me by Wednesday afternoon, 12:00 CST at the latest. > This is due to volume of payments and it taking our finance manager > sometimes longer than a 1/2 day to enter in all payments and print checks > to mail (or ACH deposit) by Friday. > This will take affect this week. > Speaking of invoices, I have yet to receive an invoice from TheKey for > Brodie for 2/2 through 2/8 that I should have received last week, and I > also need 2/9 through 2/15 by today if these are going to be paid this we= ek. > Thank you > > ---------- Forwarded message --------- > From: Sarah Broughton > Date: Wed, Feb 18, 2026 at 5:32=E2=80=AFPM > Subject: RE: Fwd: changes to payments from Levius - [#1434344] > To: Ilona Ivey > Cc: matthew.benson@thekey.com , > venus.hurdjohnson@thekey.com , > amelia.howard@thekey.com , > dmockenhaupt@thekey.com > > > All, > > > > This is going to sound a little harsher than it=E2=80=99s meant to sound,