Thank you Lisa, I will reach out to the client today.
On Wed, Sep 20, 2023 at 9:19 AM <lisa.barker@thekey.com> wrote:
> Please ask the client to send in something from her bank showing the
> overdraft fee and I will be glad to issue a credit.
>
>
>
> Thanks,
>
>
>
>
>
> *Lisa Barker*
>
> Manager, Accounts Receivable
>
> lisa.barker@thekey.com
>
> [image: TheKey] <https://homecareassistance.com/>
>
>
>
>
>
>
>
>
>
> *From:* Kristy Poyner <billing@thekey.com>
> *Sent:* Tuesday, September 19, 2023 6:34 PM
> *To:* ssousa@thekey.com
> *Cc:* cdixon@thekey.com; ccartwright@thekey.com; cterlesky@thekey.com;
> kristy.poyner@thekey.com; tt@thekey.com; vashon.palloo@thekey.com;
> lisa.barker@thekey.com; michelle.hudgins@thekey.com;
> aaponte@homecareassistance.com; lito.delapena@homecareassistance.com
> *Subject:* Re: CDHC billing - [#461041]
>
>
>
> Hi Everyone,
>
>
>
> Thank you all for your time the last few days! Here is what we have
> determined based on our connects on 9/18 and 9/19:
>
>
>
> - CDHC client invoices split between CDHC and the client based on the
> split authorizations attached in ClearCare.
>
>
> - The client is only responsible for the private pay invoices billing
> to them.
>
>
> - These invoices are audited by the invoicing team each month for
> accuracy.
>
>
> - Parent Payer 150290 CDHC invoices should not be charged to clients
> bank accounts/payment methods.
>
>
> - If at any point CDHC amounts become the individual clients
> responsibility the amounts will be moved to show under the clients private
> account.
>
>
> - A list of all open invoices is pulled and provided to Chuck on the
> Calgary Open Invoices sheet for manual PAD processing each Friday.
>
>
> - Chuck processes the payments for the clients as listed.
>
>
> - Vashon posts processed payments as listed into NetSuite.
>
>
> - When the report was pulled on 9/8, CDHC parent payer invoices were
> included and processed against the private pay payment methods for those
> clients.
>
>
> - Going forward Vashon will remove any invoices for the 150290 CDHC
> parent payer when providing reports to Chuck for processing.
>
>
> - The erroneous payments should be posted to the client private pay
> accounts in NetSuite and refunded.
>
>
>
> Based on the above and the processing amounts listed on the Calgary Open
> Invoices spreadsheet I have calculated the refunds due to each client
> totaling $11,317.27 on the attached spreadsheet. Please see the Refund
> Calculation tab column J for the individual refund amounts. Please note
> these amounts do not take into account if there are any existing
> outstanding balances for these clients.
>
>
>
> I also wanted to make everyone aware that Michelle Hudgins reached out to
> me today regarding Betty Browne, who is very upset. The processing error,
> an excess of $3,490.41 over her private pay amount, caused her to overdraft
> and incur overdraft fees. Betty Browne is insisting that the overdraft fee
> of $45 also be credited to her account.
>
>
>
> Please let me know if you have any additional questions, or if there is
> anything I have missed.
>
>
>
> Thanks,
>
>
>
> Kristy Poyner
>
>
>
>
>
> On Mon, 18 Sep at 2:00 PM , Kristy Poyner <billing@thekey.com> wrote:
>
> Hi Everyone,
>
>
>
> Thank you all again for meeting with me this morning.
>
>
>
> To summarize our call upon review of the client invoices the invoices are
> splitting appropriately, with the exception of one offs such as the error
> that occurred for Parmar. Based on our discussion the issue is potentially
> stemming from a disconnect in the payments process for PAD payment
> processing. We are following up with Vashon on the payments team on the
> scheduled call tomorrow 9/19 for clarification and to further understand
> the process.
>
>
>
> Adding Vashon here as well for line of sight.
>
>
>
> Thanks,
>
>
>
> Kristy Poyner
>
>
>
>
>
> On Fri, 15 Sep at 11:48 AM , Shawntel Sousa <ssousa@homecareassistance.com>
> wrote:
>
> Hi,
>
>
>
> Something isn't right, we have had several client calls in and their files
> were looked into and the CDHC was not applied - one example is Gurmeet
> Parmar.
>
> *Thank you,*
>
> *Shawntel Sousa, LPN*
>
> Client Success Manager
>
>
>
> Direct: 403-305-6588 Calgary Office: 403-301-3777 Vancouver Office:
> 778-279-3634
>
> *TheKey.ca <http://TheKey.ca>*
>
>
>
> [image: TheKey]
>
>
>
>
>
>
>
> On Thu, Sep 14, 2023 at 7:45 PM Kristy Poyner <billing@thekey.com> wrote:
>
> Hi Shawntel,
>
>
>
> I have completed a review of CDHC clients billing for August which is
> attached for your reference. I did not find any CDHC clients to have been
> over billed for their private pay responsibilities.
>
>
>
> As a reminder, per our meeting on 6/13, CDHC clients are set up with a
> split authorization so that invoices are splitting the client’s portion
> from the Blue Cross portion. This means that the invoice the client
> receives is split intentionally to accurately reflect the client’s dollar
> amount responsibility due for the month and would not indicate the CDHC
> responsibility or payments.
>
>
>
> In my review I actually found client Fred Asbjornhus was underbilled by
> $21.63 and CDHC overbilled by $21.63 for his services in August. I am
> currently reviewing to identify the root cause for this issue and will
> continue to monitor future invoices. In the meantime, if you all agree, we
> will proceed with moving the $21.63 from CDHC to Fred Asbjornhus account.
>
>
>
> Please let me know if you have any additional questions.
>
>
>
>
>
> Thanks,
>
>
>
>
>
> Kristy Poyner
>
>
>
> On Thu, 14 Sep at 3:05 PM , Shawntel Sousa <ssousa@homecareassistance.com>
> wrote:
>
> Hi team,
>
>
>
> I have receive many email and phone calls from clients indicating that the
> CDHC portion was not removed from their total owing for the month and they
> have been invoice and charged the full amount for their home care services.
>
>
>
> Can we kindly go through all the CDHC clients and ensure that all the
> funding has been applied to the total amount. Many have already been
> charged so we will have some refunds to send out.
>
>
>
> Thank you for your help.
>
>
>
> Warm regards,
> Shawntel Sousa, LPN
> Lead Client Care Manager
> Home Care Assistance/The Key
>
> Calgary Office number: (403) 301-3777
> Winnipeg Office Number: (204) 489-6000
> Mobile number: (403) 305-6588
>
> Sent from my iPhone
>
> 461041:611100
>