Fwd: CareScout AOB | St. Louis - [#1059043]

This thread has both clients attached.

Below is the email received from the client. I have tried to make contact,
but have not gotten a call back yet.

*"Sarah,*
*Since I last heard from you, I have been in contact w/Genworth and asked
them what the problem would be with not receiving services from The Key
especially since they were the ones recommending you (The Key).*

*They said there would be no reason why services could not have been
started already.*

*Regardless, the reason, I have contacted another facility, have had a
meeting / evaluation already and have a start date with them within 2
weeks.*

*Therefore, I will not be needing the services of The Key.  Thank you for
your effort but I would think there needs to be some development of
understanding and cooperation between your department and your LTC
division.*

*Again, please discontinue any further work on securing a relationship
between myself and your company.*

*Jim Relleke"*

---------- Forwarded message ---------
From: DeAnna Brown <ltci@thekey.com>
Date: Tue, Feb 18, 2025 at 12:30 PM
Subject: Re: CareScout AOB | St. Louis - [#1059043]
To: <audraw@thekey.com>
Cc: <jeannie.ortiz@thekey.com>, <emily.swackhamer@thekey.com>, <
audraw@thekey.com>


Good Morning team,

I wanted to jump in and provide some guidance and assistance here.

One thing to note is that if a client is waiting for an AOB to take effect
before beginning services, they need to be prepared for a lengthy process
if they are not already on an approved claim.

Most carriers take 30-45 business days to process a claim, once all of the
necessary paperwork is provided.

Most carriers, at minimum require a plan of care from the provider and in
the case of setting up an AOB, a W-9 is required from the provider.

Sounds like Tom is already working on Diane's case as she is already in the
system. With regard to Ann, you can forward the attached HIPAA and AOB
forms to her that includes the W-9 that the provider will need. Someone
from TheKey will need to sign as well.

I would recommend getting her into the system so you can create a plan of
care that we can send to her carrier as well because that will be required
for Genworth.

Let me know if you have any questions!

Thanks,

DeAnna Brown


*ltci@thekey.com <ltci@thekey.com>Long Term Care Insurance Customer Service
- (855)-205-8007Long Term Care Insurance Fax - (813) 693-5625*
*Billing@thekey.com <Billing@thekey.com>*
*866-226-1702*

On Fri, 14 Feb at 10:21 AM , Emily Swackhamer <emily.swackhamer@thekey.com>
wrote:
Great, thank you Jeannie! I will start working on that today. I appreciate
the help!

On Fri, Feb 14, 2025 at 9:10 AM Jeannie Ortiz <jeannie.ortiz@thekey.com>
wrote:

> Hi Emily,
>
> We can email the AOB if you would like. It is also available on our LTC
> workplace page, but we require both HIPAA and AOB on file. She does not
> have to wait for one.
>
> On Fri, Feb 14, 2025 at 10:01 AM Emily Swackhamer <
> emily.swackhamer@thekey.com> wrote:
>
>> Thank you Audra, I appreciate it!
>>
>> On Fri, Feb 14, 2025 at 8:54 AM Emily Swackhamer <
>> emily.swackhamer@thekey.com> wrote:
>>
>>> Thank you for the information!
>>>
>>> I will have my CSM reach out to the Relleke’s with this update.
>>>
>>> Mary Crowley’s daughter has been working with Genworth personally and
>>> stated she was still waiting on the AOB form. I am happy to help her, but I
>>> want to be sure I am jumping in effectively. Do you have any
>>> recommendations or advise?
>>>
>>> Thanks,
>>>
>>> Emily
>>>
>>> On Fri, Feb 14, 2025 at 8:44 AM Jeannie Ortiz <jeannie.ortiz@thekey.com>
>>> wrote:
>>>
>>>> Good Morning,
>>>>
>>>> Diane's case is currently being handled by Tom Genworth. It is
>>>> important to note that this particular carrier typically requires a
>>>> processing period of 30 to 45 days, during which they send a nurse to
>>>> conduct an assessment for claim approval. Tom is in the process of sending
>>>> the relevant documents to the client today. I do not have anything
>>>> regarding Mary Crowley in our queue. Has this case been started?
>>>>
>>>>
>>>> On Thu, Feb 13, 2025 at 9:15 PM Audra Williams <audraw@thekey.com>
>>>> wrote:
>>>>
>>>>> Hi LTCi Team!
>>>>> I wanted to check in on the status of our two CareScout prospects in
>>>>> St. Louis who are waiting to start services for AOB.
>>>>>
>>>>>    - Diane Relleke wants to start services on 2/17. We handed her
>>>>>    case over to LTCI on 2/3, but we’re still waiting for movement.
>>>>>    - Mary Ann Crowley is still waiting for the AOB form to arrive in
>>>>>    the mail.  We are happy to mail what is needed if that helps!
>>>>>
>>>>> Do you have any updates on these cases? Also, do you have any insights
>>>>> on how or if we could speed up this process to avoid further delays? Any
>>>>> guidance would be greatly appreciated.
>>>>> Looking forward to your thoughts!!
>>>>> Best,
>>>>>
>>>>> --
>>>>> Audra Williams
>>>>> Director, Divisional Operations
>>>>> (425) 757-7027
>>>>> TheKey.com <https://www.thekey.com/>
>>>>>
>>>>>
>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>
>>>>
>>>>
>>>> --
>>>> Thank You,
>>>> *Jeannie Ortiz*
>>>> Finance Onboarding and Experience Manager
>>>> *jeannie.ortiz@thekey.com <jeannie.ortiz@thekey.com>*
>>>> *Phone:* 754.231.4471  | *Fax:* 954.622.0662
>>>> 5450 NW 33
>>>> <https://www.google.com/maps/search/5450+NW+33?entry=gmail&source=g>rd
>>>> Ave. Ste. 106, Fort Lauderdale, FL 33309
>>>> *TheKey.com <https://www.thekey.com/>*
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>
>
> --
> Thank You,
> *Jeannie Ortiz*
> Finance Onboarding and Experience Manager
> *jeannie.ortiz@thekey.com <jeannie.ortiz@thekey.com>*
> *Phone:* 754.231.4471  | *Fax:* 954.622.0662
> 5450 NW 33
> <https://www.google.com/maps/search/5450+NW+33?entry=gmail&source=g>rd
> Ave. Ste. 106, Fort Lauderdale, FL 33309
> *TheKey.com <https://www.thekey.com/>*
>
>
>
>
>
>
>
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