--000000000000eb6b9306457c37e1 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Lito, Thanks for the update. To confirm how many clients need hours resubmitted and how many were correctly over their benefit amount based off of the calls made Friday? Thank you, Michelle Schefter On Mon, Dec 8, 2025 at 5:19=E2=80=AFPM Lito Delapena wrote: > HI Team, > > As requested, we followed up with CDHC and completed a review of all > clients whose invoices were rejected during submission. We received the > following updates: > > > *CDHC Feedback * > > - > > *Confirmed for Resubmission:* > CDHC advised that several invoices were incorrectly rejected and > should be resubmitted. > - > > *Valid Rejections Identified:* > - > > Clients utilizing multiple agencies > - > > CDHC-reduced authorization hours > > *Client Communication* > > - > > We have informed all impacted clients via email on Friday 12/5/202 > apologizing for the premature communication regarding outstanding bala= nces. > Clients were advised that we contacted CDHC directly to address the in= voice > rejection issues. > > > *Process and Communication * > > - > > A 15-minute follow-up meeting has been scheduled to review the details > and next actions. > - > > A standing monthly meeting has been set to strengthen communication > and alignment whenever CDHC-related issues arise. > > > Please let me know if you have any questions or concerns. > > Thank you, > > Lito Delapena > > Customer Contact and Collections Manager | TheKey > > Mobile: 619-722-8561 > > > > > > ---------- Forwarded message --------- > From: Gemini > Date: Fri, Dec 5, 2025 at 8:27=E2=80=AFAM > Subject: Notes: =E2=80=9CCDHC Discussion=E2=80=9D Dec 5, 2025 > To: > > > Notes from =E2=80=9CCDHC Discussion=E2=80=9D > These notes have been sent to invited guests in your organization. > Open meeting notes > > The content was auto-generated on December 5, 2025, 8:25 AM PST and may > contain errors. > Summary > > Lito Delapena, Shawntel Sousa, Chuck Terlesky, Kristy Poyner, Michelle > Schefter, and Timothy Thomas discussed recurring client billing issues, > where clients received large, unexpected bills due to balances not covere= d > by Blue Cross, often caused by internal errors such as incorrect claim > submissions or missing documentation. The participants reviewed the > discrepancies in client payments and the billing process, noting that > process changes were made in May to only enter authorized hours and preve= nt > large rejections, and they agreed that the billing team needs to > collaborate with Client Directed Homecare to verify and correct their > process, including confirming coverage and recouping funds if necessary. > Lito Delapena apologized for the lack of communication and confirmed the > team would take ownership of the errors, perform a full deep dive to > identify all affected clients, and send an email to clients assuring them > they would not be billed while the issues are investi