--000000000000406ec306166418a8 Content-Type: multipart/alternative; boundary="000000000000406ec306166418a7" --000000000000406ec306166418a7 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Joey, Just touching base on the below needed, Rachel is okay with just filling out the type of service we are providing based on the plan of care. Your assistance is greatly appreciated to resolve this issue ASAP. Name of company: Business and tax number: Business Address: *Services provided: (care notes/ADL's)* (Below is an example of what Tim has previously filled in for the last request we received like this.) [image: image.png] Regards, *--* *Alejandro Aponte* Help Desk Team Lead (OTC) aaponte@TheKey.com (408) 479-8654 TheKey.com [image: TheKey] On Thu, Apr 18, 2024 at 11:32=E2=80=AFAM Alejandro Aponte wrote: > Hello Joey, > > I spoke with Rachel and we are in agreement that the total payment report > for 2023 should reflect $9,082.42. Unfortunately the original payment > report pulled for the client did not include a large refund of $5,338.86 > posted in QB on 12/27/23 for double charging the client since they paid b= y > both CC and E-Transfer on their first 5 invoices on service. > > The refund also only covered 4 out of 5 double payments the client made, > we are still needing to refund $510.49 since invoice#51248 was paid twice > and the duplicate payment is still sitting unallocated on the account. We > will partner with our payment application team to process this refund as > well since we cannot include this amount on the YTD report since we do no= t > have an invoice that can be tied to this invoice. > > > I have created the attached template for send over to Rachel, I am > requesting your assistance in completing the top section. Please fill out > the information or provide it here for me to input on the attached. I thi= nk > this will suffice in making sure Rachel is aware why the totals were off > and I will connect with Rachel again once the below is filled in so we ca= n > present to Rachel. > > > Name of company: > Business and tax number: > Business Address: > Services provided: (care notes/ADL's) > > > (Below is an example of what Tim has previously filled in for the last > request we received like this.) > > [image: image.png] > > Regards, > *--* > *Alejandro Aponte* > Help Desk Team Lead (OTC) > aaponte@TheKey.com > > (408) 479-8654 > TheKey.com > [image: TheKey] > > > On Thu, Apr 18, 2024 at 10:37=E2=80=AFAM Joey Taylor > wrote: > >> Thank you Lito, >> >> Can I confirm Alejandro is communicating with the client throughout the >> process with the steps we are taking get this done ASAP? >> >> >> On Thu, Apr 18, 2024 at 10:31=E2=80=AFAM Lito Delapena >> wrote: >> >>> Good Morning Joey, >>> >>> I have my Team Lead Alejandro looking into this, we will pull another >>> 2023 YTD payment summary for Helen Buck and compare it to what she rece= ived >>> previously. Based on Rachel's email she is wanting the duplicate paymen= ts >>> notated that were made via Credit Card and E-Transfer. >>> >>> We will report back once this has been resolved. >>> >>> Thank you, >>> >>> Lito Delapena >>> Help Desk Manager >>> * Please note my email has changed: * >>> lito.delapena@thekey.com >>> >>> 619-722-8561 Ext. 190013 >>> TheKey.com >>> [image: TheKey] >>> >>> >>> On Thu, Apr 18, 2024 at 6:35=E2=80=AFAM Joey Taylor >>> wrote: >>> >>>> Hey Elizabeth, >>>> >>>> The tax slip the client is looking for is simply a summary invoice of >>>> all charges in 2023 as home care services are tax deductible in Canada= . >>>> >>>> In regards to the error, we don't have access to Quick Books in >>>> Montreal so when a client is overcharged or double charged, we advise = the >>>> billing team right away. >>>> >>>> Thanks, >>>> >>>> On Thu, Apr 18, 2024 at 8:44=E2=80=AFAM wrote: >>>> >>>>> HI Joey >>>>> >>>>> >>>>> >>>>> It looks like the Help Desk DL was copied, as well as some direct >>>>> members of our staff. I am looping in the leader, Lito, to review the >>>>> request with his team and make sure we identify where the client perc= eives >>>>> there are errors. >>>>> >>>>> >>>>> >>>>> Do you happen to know where they suspect there are errors? >>>>> >>>>> >>>>> >>>>> Also, it=E2=80=99s important to note we do not provide Health Care Se= rvices or >>>>> provide formal tax documents. Outside of our skilled nursing division= s like >>>>> CRNS and Expicare, or GCM, we=E2=80=99re not required to or designate= d to provide >>>>> Medical Records either (again being unskilled). I am not as familiar = with >>>>> the laws in Canada but assume the same applies there. At the right ti= me, >>>>> and moving forward, Clients should be aware of the difference if US &= CAD >>>>> are the same in that respect. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> Elizabeth Clark >>>>> >>>>> Director >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> *From:* Joey Taylor >>>>> *Sent:* Thursday, April 18, 2024 5:35 AM >>>>> *To:* Elizabe