--0000000000008de45b0645b11f9a Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Morning, In preparation of our upcoming call this afternoon regarding CHDC, we have updated information based on our phone call with CDHC. Please see breakout below: * All balances of client are within 90 day period except for the albos who we've identified as having a separate agency also submitting to the CDHC Recommended Billing Action Item Move to Client - Age is prior to 90 Days Wr= ite Off-Over 90 Days Resubmission to CDHC Awaiting CDHC Payment Move Balance to Client $28,034.82 $0.00 $0.00 $0.00 Move Balance to Client or Write Off (Tho Nguyen) $892.36 $0.00 $0.00 $0.00 Write Off $0.00 $17,750.75 $0.00 $0.00 Resubmission of Invoice to CDHC $0.00 $0.00 $4,311.18 $0.00 Awaiting CDHC Payment $0.00 $0.00 $0.00 $3,540.61 Grand Total $28,927.18 $17,750.75 $4,311.18 $3,540.61 *CDHC has confirmed the following 6 clients have exceed their CDHC benefit amounts which are noted below with root cause:* Mary Albo*- Multiple Agency Billing Ray Albo*- Multiple Agency Billing Tho Nguyen- CDHC reduced authorized hours Lorraine Monette- CDHC Reduced authorized hours Edward Grantham- Exceeded Approved hours Jonathan Snashall- CDHC reduced authorized hours *CDHC confirmed that the following clients invoices can be resubmitted for payment* Hanh Te Le - CHDC agent advised they could not figure out why their system rejected the 7/2/2025-7/13/2025 service dates and requested for them to be resubmitted. Indrakeshari Shrestha (CDHC) Thomas Chau CDHC Minh Nguyen CDHC Alice Helinsky CDHC Irene Huber CDHC Please let me know if you have any questions and we can review in detail during this afternoon's call. Thank you, Lito Delapena Customer Contact and Collections Manager | TheKey Mobile: 619-722-8561 On Mon, Dec 8, 2025 at 7:07=E2=80=AFPM Michelle Schefter wrote: > Hi Lito, > > Thanks for the update. To confirm how many clients need hours resubmitted > and how many were correctly over their benefit amount based off of the > calls made Friday? > > Thank you, > > Michelle Schefter > > > On Mon, Dec 8, 2025 at 5:19=E2=80=AFPM Lito Delapena > wrote: > >> HI Team, >> >> As requested, we followed up with CDHC and completed a review of all >> clients whose invoices were rejected during submission. We received the >> following updates: >> >> >> *CDHC Feedback * >> >> - >> >> *Confirmed for Resubmission:* >> CDHC advised that several invoices were incorrectly rejected and >> should be resubmitted. >> - >> >> *Valid Rejections Identified:* >> - >> >> Clients utilizing multiple agencies >> - >> >> CDHC-reduced authorization hours >> >> *Client Communication* >> >> - >> >> We have informed all impacted clients via email on Friday 12/5/202 >> apologizing for the premature communication regarding outstanding bal= ances. >> Clients were advised that we contacted CDHC directly to address the i= nvoice >> rejection issues. >> >> >> *Process and Communication * >> >> - >> >> A 15-minute follow-up meeting has been scheduled to review the >> details and next actions. >> - >> >> A standing monthly meeting has been set to strengthen communication >> and alignment whenever CDHC-related issues arise. >> >> >> Please let me know if you have any questions or concerns. >> >> Thank you, >> >> Lito Delapena >> >> Customer Contact and Collections Manager | TheKey >> >> Mobile: 619-722-8561 >> >> >> >> >> >> ---------- Forwarded message --------- >> From: Gemini >> Date: Fri, Dec 5, 2025 at 8:27=E2=80=AFAM >> Subject: Notes: =E2=80=9CCDHC Discussion=E2=80=9D Dec 5, 2025 >> To: >> >> >> Notes from =E2=80=9CCDHC Discussion=E2=80=9D >> These notes have been sent to invited guests in your organization. >> Open meeting notes >> >> The content was auto-generated on December 5, 2025, 8:25 AM PST and may >> contain errors. >> Summary >> >> Lito Delapena, Shawntel Sousa, Chuck Terlesky, Kristy Poyner, Michelle >> Schefter, and Timothy Thomas discussed recurring client billing issues, >> where clients received large, unexpected bills due to balances not cover= ed >> by Blue Cross, often caused by internal errors such as incorrect claim >> submissions or missing documentation. The participants reviewed the >> discrepancies in client payments and the billing process, noting that >> process changes were made in May to only enter authorized hours and prev= ent >> large rejections, and they agreed that the billing team needs to >> collaborate with Client Directed Homecare to verify and correct their >> process, including confirming coverage and recouping funds if necessary. >> Lito Delapena apologized for the lack of communication and confirmed the >> team would take ownership of the errors, perform a full deep dive to >> identify all affected clients, and send an email to clients assuring the= m >> they would not be billed while the issues are investigated, with Michell= e >> Schefter proposing bi-weekly or monthly check-ins for "white glove servi= ce" >>