Hi Tim,
I processed PAD yesterday as Vashon told me I still had to process them - I
had asked the group in an email, and that was the response I received
yesterday.
Chuck
On Wed, Jan 3, 2024 at 1:17 PM Timothy Thomas <tt@thekey.com> wrote:
> Chuck you're not processing PADs anymore right?
>
> On Wed, Jan 3, 2024 at 3:12 PM Chuck Terlesky <cterlesky@thekey.com>
> wrote:
>
>> Please take a look at the list of concerns about billing in Calgary.
>> Please feel free to contact Shawntel Sousa or myself if you have any
>> questions.
>>
>> Regards,
>> Chuck
>>
>>
>> ---------- Forwarded message ---------
>> From: Shawntel Sousa <ssousa@thekey.com>
>> Date: Wed, Jan 3, 2024 at 12:36 PM
>> Subject: Billing Concerns
>> To: Timothy Thomas <tt@thekey.com>, Chuck Terlesky <cterlesky@thekey.com>
>>
>>
>> Hi Both,
>>
>> I figured I would quickly write an email to update on all the
>> billing concerns as the amount of emails and different people involved is
>> getting hard to keep track of and frustrating.
>>
>> I have sent off a few emails today about certain situations but there is
>> more.
>>
>> 1. *Ray/Mary Albo CDHC *- Gerald was emailing me telling me the
>> client is behind on payments and they were looking to take action and
>> suspend services - a different thread between the client and Michalle
>> Hudgin was going on and the client has paid but something is going on -
>> client email all payment information to us, client is very frustrated and
>> will not add hours to their schedule due to the billing concerns they have
>> had since TheKey took over. She indicated that they refuse to add hours
>> unless there is a better process.
>> 2. *Margarete Otto - *Daughter Lisa is ++ frustrated as she has
>> received multiple communication from multiple people. They
>> initially received an email letting them know that they have been added to
>> auto pay and that their bank account information was added to Versa pay.
>> They were very upset to get this because the bank indicates that they bank
>> with Scotia bank but they do not, they bank with RBC and they thought this
>> was a scam. Cathy Saari in billing replied to the email that myself and
>> the daughter sent informing them of the incorrect bank and questioning why
>> they received these notices - Cathy did not address the incorrect bank
>> information and confirmed that the information for clients was being added
>> to Versa Pay being why she received the email about auto pay. Lisa them got
>> an email from Michelle Hudgins indicated the payment was declined because
>> the ACH (?? what is that - daughter does not know and neither do I) number
>> was wrong - daughter is extremely mad that this is the notice she got since
>> we told them last week the information must be incorrect but the daughter
>> also confirmed that the payment was processed yesterday (Chuck did you
>> process this PAD) If so then they tried to process it through Versa Pay and
>> you Processed it but they have the info wrong in their system
>> 3. *Fred Gotfield CDHC- *Wife Norma also very upset that she got an
>> email about the auto pay being added to Versa pay thinking it was a scam.
>> 4. *Gurmit Parmar CDHC - *I had this client's invoice sent to me to
>> send to him so he can see where his funding is being applied and we are all
>> confused why the client has been billed and payment removed every 2 weeks,
>> CDHC clients are supposed to be on a monthly billing to ensure that we use
>> all their hours.
>>
>>
>> My questions are:
>>
>> 1. Is there no communication with the billing team from one person to
>> another? Too many people are contacting one client about the same
>> thing, therefore resulting in false information and threats when bills have
>> actually been paid.
>> 2. Are they processing PADs and Chuck is processing PADs - seems like
>> it might be done twice given the Margarete O situation
>> 3. Why was no communication sent to the clients regarding them adding
>> the information to Auto pay - now clients think they are being scammed and
>> are getting even more mad at us and of course they come to me about it - we
>> had a client cancel service last month and billing was the
>> ultimate decision maker - she said she had an excellent experience with the
>> company except since TheKey took over it's been a nightmare with billing.
>>
>> We really need to get the billing team on the same page, after all the
>> hard work each of us puts in to get a client, service a client, keep a
>> client, the billing team ultimately hiners the relationship with the client
>> for us, all it takes is 1 billing mistake - there is no communication with
>> the billing team to clients and that is very frustrating.
>>
>> I have sent an email to clients today to let them know about the auto pay
>> - but this should have been done by the billing team before they did this.
>>
>> Thank you for your oversight on these issues.
>>
>> *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]
>>
>>
>>
>> --
>> Chuck Terlesky B.A., CCPE
>> General Manager/Regional Caregiver Ambassador for Canada
>>
>> 403-301-3777
>>
>> TheKey.ca <https://thekey.ca/>
>>
>> [image: TheKey]
>>
>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>
--
Chuck Terlesky B.A., CCPE
General Manager/Regional Caregiver Ambassador for Canada
403-301-3777
TheKey.ca <https://thekey.ca/>
[image: TheKey]