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]