Re: Bill Pay Rules

+ @Timothy Thomas <tt@thekey.com> please see below as a follow up to the
Midwest GM call where one of the topics discussed was regarding how time
consuming payroll processing was in Chicago. It looks like there are some
operational improvements we can implement to improve this process pretty
quickly for them. Please review with Diane and let us know how we can best
support.

Melissa

On Tue, Mar 18, 2025 at 11:49 AM <michelle.kenaga@thekey.com> wrote:

> Hi Melissa,
>
>
>
> We’ve dug into your request and met with the GM in Chicago, Diane
> Mockenhaupt as well as ClearCare support to get a better understanding of
> the issue. From those conversations, it looks like this is more of an
> overlap auditing concern rather than a rounding rule discrepancy,
> particularly since Diane wants to ensure clients are not billed for
> overlaps. Unfortunately, ClearCare does not have built-in settings to
> prevent overlaps, but the billing team audits for these weekly to ensure
> accuracy.
>
>
>
> To summarize, from a billing perspective we do need 15-minute rounding
> rules in place for our government entities, as they require this to pay us
> in full.
>
>
>
> My take aways from my conversations with Diane and Clearcare support lead
> to the following suggestions that could improve the process
>
>    - Field staff auditing daily versus doing a full audit on Monday
>    - Caregiver training on clock-in/out expectations to reduce overlaps
>
>
>
> I’m happy to support in any way I can, but I believe implementing these
> recommendations at the staffing manager level will help resolve the
> concerns effectively. Let me know your thoughts.
>
>
>
> Thank you,
>
>
>
> *Michelle Schefter*
>
> Senior Manager Billing and Submissions | *TheKey*
>
> Mobile: 408.837.0579
>
>
>
> <http://www.thekey.com/>
>
>
>
>
>
> *From:* Melissa Reyes <melissa.reyes@thekey.com>
> *Sent:* Wednesday, March 12, 2025 2:10 PM
> *To:* michelle.kenaga@thekey.com
> *Cc:* Laszlo Kovacs <laszlo.kovacs@thekey.com>; Audra Williams <
> audraw@thekey.com>
> *Subject:* Re: Bill Pay Rules
>
>
>
> Thank you, Michelle. Appreciate the follow up.
>
> *Melissa Reyes*
> President of Client Services
>
> (916)743-0530
>
>
>
>
>
> On Wed, Mar 12, 2025 at 11:41 AM <michelle.kenaga@thekey.com> wrote:
>
> Hi Melissa,
>
>
>
> Just wanted to check in and let you know I have not forgotten about this
> email. We’re doing some digging on our end to make sure we gather input
> from the right stakeholders before coming back with a well-rounded
> response. We want to ensure we’re considering all angles before making any
> recommendations.
>
>
>
> Looking forward to circling back soon.
>
>
>
> Thank you,
>
>
>
> *Michelle Schefter*
>
> Senior Manager Billing and Submissions | *TheKey*
>
> Mobile: 408.837.0579
>
>
>
> <http://www.thekey.com/>
>
>
>
>
>
> *From:* Laszlo Kovacs <laszlo.kovacs@thekey.com>
> *Sent:* Friday, March 7, 2025 8:11 AM
> *To:* Melissa Reyes <melissa.reyes@thekey.com>; Michelle Schefter <
> michelle.kenaga@thekey.com>
> *Cc:* Audra Williams <audraw@thekey.com>
> *Subject:* RE: Bill Pay Rules
>
>
>
> Hi Melissa,
>
>
>
> Thanks for the note. I’ve had several conversations with Derek to this end
> and assure you we are aligned with improving our processes wherever we can,
> and wherever reasonable, to help lessen the burden on the field team. We
> have been working to improve this finalization process to a point where
> reports are auto-finalized which would take a big weight off the shoulders
> of the field. We will circle back to you with an update on where that
> efforts stands once we can align with IT. We will also discuss the question
> you raised re: Bill/Pay alignment and get back to you asap.
>
>
>
> Thanks,
>
>
>
> *From:* Melissa Reyes <melissa.reyes@thekey.com>
> *Sent:* Friday, March 7, 2025 9:47 AM
> *To:* Michelle Schefter <michelle.Kenaga@thekey.com>; Laszlo Kovacs <
> laszlo.kovacs@thekey.com>
> *Cc:* Audra Williams <audraw@thekey.com>
> *Subject:* Bill Pay Rules
>
>
>
> Hi Michelle and Laszlo
>
>
>
> We are adding additional responsibilities to the GM's and have asked them
> to provide feedback on what we can take off their plates. We have now heard
> from multiple regions the Monday lift for billing and pay is substantial
> and if that could be improved it would be helpful.
>
>
>
> In digging in we heard today some of what makes it burdensome is the fact
> that we pay to the minute but bill at the 15 min. Paul has asked that we
> reach out to you both for two things:
>
> 1. Quantify what it would look like if we mirrored bill/pay to be the same
>
> 2. Identify what would need to occur to make this happen should we decide
> we want to proceed
>
>
>
>
>
> Can you all help us with this?
>
>
>
> Thank you,
>
>
>
> --
>
> *Melissa Reyes *
> President of Client Services
> (916)743-0530
>
> melissa.reyes@thekey.com
>
> TheKey.com
>
> [image: Image removed by sender. TheKey] <https://homecareassistance.com/>
>
>
>
>

-- 
*Melissa Reyes*
President of Client Services(916)743-0530