--000000000000a31c6a064b9b4b94 Content-Type: multipart/alternative; boundary="000000000000a31c6a064b9b4b93" --000000000000a31c6a064b9b4b93 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Lito, I check the care notes on Monday and they should be complete Monday afternoon. I think there have been two occasions that Matthew reported to me something missing. I spoke with Sarah after I sent this email. I agreed to send tye care notes on Wednesday mornings. She said as long as care notes arrive before or with invoices all is well. That is an easy enough request for me to fulfill. So I am happy to meet with you and Amelia but I am hoping we have a work around that will satisfy Sarah=E2=80=99s request. All the Best, Diane On Tue, Feb 24, 2026 at 6:20=E2=80=AFPM Amelia Howard wrote: > Dear Lito, > > Thank you for the update and for reviewing invoicing for Levius Medical > with Lauren. > > We would like to schedule a brief meeting with both of you to ensure our > care note submission process aligns with the weekly invoicing expectation= s. > This will help us consistently meet these requirements moving forward and > areas where additional education maybe needed. > > Amelia Howard > Regional Manager > Chicago and Milwaukee > > On Tue, Feb 24, 2026, 5:15 PM Lito Delapena > wrote: > >> HI Diane, >> >> I wanted to provide an update after completing an end-to-end review of >> the invoicing process for Levius Medical (Account #169064) with our Team >> Lead, Lauren Ada, who oversees our Workers=E2=80=99 Comp accounts. >> >> Lauren confirmed that there are no issues with Levius=E2=80=99 recent re= quest to >> receive invoices by Wednesday at 12:00 PM CST. However, our standard wee= kly >> invoicing process is typically finalized later on Wednesdays, as we alig= n >> submissions to ensure payment processing the following week. We can >> certainly evaluate adjustments to better meet the requested timeline. >> >> Regarding Sarah Broughton=E2=80=99s feedback about delays in providing c= are >> notes, I reviewed our manual workflow and identified that the primary de= lay >> appears to stem from missing or incomplete care notes within ClearCare. = To >> better understand where gaps may exist, could you please confirm whether >> caregivers complete care notes daily or update them at the end of each >> week? This will help us determine where process improvements may be need= ed >> to ensure timely delivery of required documentation. >> >> If helpful, I would be happy to schedule time for us to review this >> together with Lauren to ensure alignment on both the care note submissio= n >> process and weekly invoicing expectations. >> >> Thank you, >> >> Lito Delapena >> >> Customer Contact and Collections Manager | TheKey >> >> Mobile: 619-722-8561 >> >> >> >> >> >> On Thu, Feb 19, 2026 at 9:18=E2=80=AFAM Lito Delapena >> wrote: >> >>> Good Morning Diane, >>> >>> Thank you for bringing this to our attention. >>> >>> Please accept our sincere apologies for the oversight regarding Mr. >>> Brodie Cross=E2=80=99s invoices being sent without the corresponding Ca= reNotes. We >>> understand the importance of adhering strictly to the Worker's Compensa= tion >>> provider=E2=80=99s billing requirements, and we regret any inconvenienc= e or >>> disruption this may have caused. >>> >>> We will immediately review our billing process to ensure all future >>> submissions consistently include the required documentation. >>> >>> Our goal is to fully align with the payer=E2=80=99s expectations and to= maintain >>> a smooth and timely payment process moving forward. >>> >>> Please let me know if there are any additional requirements or >>> documentation preferences we should be aware of to ensure compliance. >>> >>> Thank you, >>> >>> Lito Delapena >>> >>> Customer Contact and Collections Manager | TheKey >>> >>> Mobile: 619-722-8561 >>> >>> >>> >>> >>> >>> On Thu, Feb 19, 2026 at 7:40=E2=80=AFAM Diane Mockenhaupt >> dmockenhaupt@thekey.com> wrote: >>> >>>> Good Morning Lito, >>>> >>>> Could you help align the billing process for Chicago client Brodie >>>> Cross with his Worker's Comp providers' requirements? I am forwardin= g >>>> the complaint received this week from Sarah Broughton. >>>> >>>> On Wednesday February 18th I shared the following process change with >>>> The Billing Department. Shortly after I provided the information on t= he >>>> process change, Ilona Ivey emailed Sarah Mr. Cross's invoices without = the >>>> corresponding CareNotes. This prompted the forwarded reply. >>>> >>>> Process change shared with Billing Department on 2/18. >>>> Good morning Diane, >>>> We are changing the scheduling for payments going forward. Previously, >>>> all invoices that were being paid in the weekly check run had to be in= by >>>> Thursday at 1:00 PM CST. We will now begin processing payments for tha= t >>>> Fridays check run on Thursday mornings. This means all invoices must b= e to >>>> me by Wednesday afternoo