--0000000000006cafc4064b9a0fed Content-Type: multipart/alternative; boundary="0000000000006cafc3064b9a0fec" --0000000000006cafc3064b9a0fec Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI Diane, I wanted to provide an update after completing an end-to-end review of the invoicing process for Levius Medical (Account #169064) with our Team Lead, Lauren Ada, who oversees our Workers=E2=80=99 Comp accounts. Lauren confirmed that there are no issues with Levius=E2=80=99 recent reque= st to receive invoices by Wednesday at 12:00 PM CST. However, our standard weekly invoicing process is typically finalized later on Wednesdays, as we align submissions to ensure payment processing the following week. We can certainly evaluate adjustments to better meet the requested timeline. Regarding Sarah Broughton=E2=80=99s feedback about delays in providing care= notes, I reviewed our manual workflow and identified that the primary delay appears to stem from missing or incomplete care notes within ClearCare. To better understand where gaps may exist, could you please confirm whether caregivers complete care notes daily or update them at the end of each week? This will help us determine where process improvements may be needed to ensure timely delivery of required documentation. If helpful, I would be happy to schedule time for us to review this together with Lauren to ensure alignment on both the care note submission process and weekly invoicing expectations. Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Thu, Feb 19, 2026 at 9:18=E2=80=AFAM Lito Delapena wrote: > Good Morning Diane, > > Thank you for bringing this to our attention. > > Please accept our sincere apologies for the oversight regarding Mr. Brodi= e > Cross=E2=80=99s invoices being sent without the corresponding CareNotes. = We > understand the importance of adhering strictly to the Worker's Compensati= on > 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 m= aintain 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 >>