RE: Montreal Billling

Hi Joey and Roxana,

 

Thank you for taking the time to meet today to clarify the Holiday Setting process. I’ve outlined action items and summarized main points from our call below, but please let me know if there is anything I have missed. Have a wonderful rest of your week!

 

Action Items

*	Joey 

*	Connect with Tim regarding Holiday agency setting processes.
*	Review Holiday settings for accuracy and update as needed.

*	Stephanie 

*	Add holiday to all 6/24/2024 shifts. – Complete

*	Kristy/Michelle

*	Connect with Payroll regarding payroll impact of Sunday to Monday overnight period settings.
*	Depending on payroll response – reach out to Roxana to update period setting in ClearCare to align with current billing processes.

 

Call Summary

*	Local Office Partners are responsible for ensuring Holiday agency settings are updated/accurate.
*	Agency Holiday settings can be reviewed in ClearCare by hovering on “Accounting” tab > “Rates & Policies” >  click on “Holidays”

*	

*	“Standard Holidays” dates in ClearCare will update automatically

*	

*	“Custom Holidays” dates in ClearCare do not update automatically

*	

*	Discussed duplicate Montreal Holidays – Holidays in Standard and Custom Holiday settings with different bill rates
*	If a holiday is not included in agency settings, holiday will not automatically be included on shifts or be available to add to shifts.
*	B shifts for Sunday to Monday overnight shifts billed with Monday shift period in billing system.

*	Billing system limitations due to standardized billing cycles

*	B shifts for Sunday to Monday overnight shifts currently included with prior billing period in ClearCare billing screen.

*	Due to Bill schedule setting in ClearCare

*	Confirming impact of this setting on Payroll processes to determine if this setting can be updated to match current billing process. 
*	

*	Manual process for billing Overtime for temporary special case live in

 

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 

From: michelle.kenaga@thekey.com <michelle.kenaga@thekey.com> 
Sent: Friday, June 28, 2024 11:44 AM
To: 'Joey Taylor' <joey.taylor@thekey.com>; kristy.poyner@thekey.com
Cc: clearcaresupport@thekey.com
Subject: RE: Montreal Billling

 

Hi Joey, 

 

This was an item we addressed in our CAD check in meetings after our first invoicing in Netsuite. 99.9% of our locations all bill with the overnight shift on the next invoice. We identified this as a potential concern as when billing in netsuite it grabs the shifts this way. We billed this way and received no customer concerns or disputes and addressed this on the call with you and Tim and both agreed this would be a acceptable approach to billing as it mirrors the other locations as well as we did not receive any customer disputes. 

 

I am curious-Are receiving customer concerns now that billing is not seeing? 

 

 

Thank you, 

 

Michelle Schefter

(Formally Michelle Kenaga)

Senior Manager Billing and Submissions

Direct line: (408) 831-0579

 <mailto:michelle.kenaga@thekey.com> michelle.kenaga@thekey.com 

 <https://homecareassistance.com/> 

 

From: Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> > 
Sent: Friday, June 28, 2024 8:24 AM
To: kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> 
Cc: Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> >; clearcaresupport@thekey.com <mailto:clearcaresupport@thekey.com> 
Subject: Re: Montreal Billling

 

Good Morning, 

 

I have attached a screenshot below for a 24/7 client. As you can see, the shift Monday begins at 8AM (meaning the Sunday overnight shift was included in the previous billing period). Were invoices sent out with the incorrect amounts in this case?

Thank you, 

 

On Thu, Jun 27, 2024 at 9:43 PM Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> > wrote:

Hey Kristy,

 

To my knowledge, overnight shifts on a Sunday that end Monday morning are part of the previous weeks billing. This is always how it has worked for Montreal unless something very recently has changed. Those shifts should have been billed to client last week. 

 

Maybe we can hop on a teams chat in the morning to look over everything!!

 

In regards to Clearcare, GMs lost admin access over a year ago in Canada but Tim had messaged Clearcare support to use the same holiday dates as we had in 2023.

 

Thanks, 



Joey Taylor

Directeur Général/General Manager

514-907-5065

 <https://thekey.ca/> TheKey.ca  



 

 

On Thu, Jun 27, 2024 at 8:01 PM <kristy.poyner@thekey.com <mailto:kristy.poyner@thekey.com> > wrote:

Hi Joey,

 

Thank you for looping me into the Montreal Billing (June 17th to June 23rd) email chain. I have identified the breakdown with that email and will work with the internal OTC teams to prevent the issue in the future. Below I’ve broken down your concerns in this email and have scheduled time for us to connect with Roxana next week to review the holiday setting process. 

 

Montreal's billing is still not closed as all the overnight shifts from Sunday the 23rd have not been finalized (screenshot below).

*	I don’t see a snip, but reviewing ClearCare the un-billed shifts are the 6/24 12 AM split shifts that are billed in line with the 6/24-6/30 billing period. 
*	Discussed during CAD check ins after integrating to NetSuite

*	Joey and Tim approved

 

Monday the 24th was a holiday in Quebec so clients are charged 1.5X starting at midnight the 23rd but I don't see that reflected in billing as well. 

*	This is due to 6/24/24 not being set up in the agency settings as a holiday.

*	For reference, this is the issue we reviewed when billing Easter Monday.
*	Setting will need to be updated for holiday to be added to the 6/24 shifts.

*	Local office teams are responsible for maintaining agency holiday settings. 

*	Looping in  <mailto:clearcaresupport@thekey.com> @clearcaresupport@thekey.com in case you need assistance updating these settings in ClearCare.

*	I have also set up time for us to review this process with Roxana before we finalize on Tuesday

*	Other Holiday Settings to Review 

*	2023 dates listed in the custom agency holidays - Are these valid holidays to bill in 2024?
*	4 standard holidays set to bill regular straight time – is this accurate?

*	Including Thanksgiving that is also listed in the custom 2023 schedule to bill at x1.5



 

 

Thank you,

Kristy Poyner

Billing Manager

 <mailto:Kristy.Poyner@thekey.com> Kristy.Poyner@thekey.com 

 <https://homecareassistance.com/> 

 

From:  <mailto:michelle.kenaga@thekey.com> michelle.kenaga@thekey.com < <mailto:michelle.kenaga@thekey.com> michelle.kenaga@thekey.com> 
Sent: Thursday, June 27, 2024 5:31 PM
To: 'Joey Taylor' < <mailto:joey.taylor@thekey.com> joey.taylor@thekey.com>
Cc:  <mailto:kristy.poyner@thekey.com> kristy.poyner@thekey.com
Subject: RE: Montreal Billling

 

Thanks Joey! 

 

Thank you, 

 

Michelle Schefter

(Formally Michelle Kenaga)

Senior Manager Billing and Submissions

Direct line: (408) 831-0579

 <mailto:michelle.kenaga@thekey.com> michelle.kenaga@thekey.com 

 <https://homecareassistance.com/> 

 

From: Joey Taylor < <mailto:joey.taylor@thekey.com> joey.taylor@thekey.com> 
Sent: Thursday, June 27, 2024 1:51 PM
To: Michelle Schefter < <mailto:michelle.kenaga@thekey.com> michelle.kenaga@thekey.com>
Subject: Re: Montreal Billling

 

Done! 

 

On Thu, Jun 27, 2024 at 4:43 PM Michelle Schefter <michelle.kenaga@thekey.com <mailto:michelle.kenaga@thekey.com> > wrote:

Hi Joey,

 

Can you loop Kristy and I into the email you sent Stephanie please? 



Thank you,

Michelle Schefter

Senior Manager Billing and Submissions

 

 

On Thu, Jun 27, 2024 at 1:28 PM Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> > wrote:

Good Afternoon,

I was hoping either of you can provide some assistance. Montreal's billing is still not closed as all the overnight shifts from Sunday the 23rd have not been finalized (screenshot below).

Monday the 24th was a holiday in Quebec so clients are charged 1.5X starting at midnight the 23rd but I don't see that reflected in billing as well. I had emailed the billing team and Stephanie Fuston on Monday and Tuesday but have not heard back and Tim is OOO.

 

Thank you,

Joey Taylor

Directeur Général/General Manager

514-907-5065

 <https://thekey.ca/> TheKey.ca  






 

-- 

Joey Taylor

Directeur Général/General Manager

514-907-5065

 <https://thekey.ca/> TheKey.ca  






 

-- 

Joey Taylor

Directeur Général/General Manager

514-907-5065

 <https://thekey.ca/> TheKey.ca