Re: Referral Guidance for Unserviceable CareScout Members
- From
- Sericca Latimer <slatimer@thekey.com>
- To
- Audra Williams <audraw@thekey.com>
- CC
- Diane Mockenhaupt <dmockenhaupt@thekey.com>, Emily Swackhamer <emily.swackhamer@thekey.com>, Dawn Christensen <dawn.christensen@thekey.com>, Claudia Hernandez <chernandez@thekey.com>, Julie Daigle <julie.daigle@thekey.com>, Rachel Anderson-Capone <rachel.andersoncapone@thekey.com>, Jessica Pascasio <jpascasio@thekey.com>, Alisha Wise <awise@thekey.com>, Karen Rijken <krijken@thekey.com>, Danielle James <danielle.james@thekey.com>, Breanne Johnston <bjohnston@thekey.com>, Patti George-King <patti.georgeking@thekey.com>, =?UTF-8?B?SmFuZXR0ZSDigJxKYWXigJ0gR2FyY2lh?= <jagarcia@thekey.com>, Leigh Smith <leigh.bryantsmith@thekey.com>, Codi Hall <chall@thekey.com>, Steven Strumpf <steven.strumpf@thekey.com>, Christin Silveira <csilveira@thekey.com>, John Conaway <jconaway@thekey.com>, Nancy Flanagan <nancy.flanagan@thekey.com>, Teresa Heit <teresa.heit@thekey.com>, Jennifer Lane <jennifer.lane@thekey.com>, Dalila Arbizu <dalila.arbizu@thekey.com>, Amanda Ominsky <amanda.ominsky@thekey.com>, Laura Meister <laura.meister@thekey.com>, Jennifer Geist <jennifer.geist@thekey.com>, Beth Ann Rosario <bethann.rosario@thekey.com>, Kimberly Guerci <kguerci@thekey.com>, Timothy Thomas <tt@thekey.com>, Jessica Thomas <jessica.thomas@thekey.com>, Araceli Gutierrez <araceli.gutierrez@thekey.com>, Tiffany Silton <tsilton@thekey.com>, Melissa Reyes <melissa.reyes@thekey.com>, Christopher Reese <christopher.reese@thekey.com>, Cristal Munoz <cmunoz@thekey.com>
- Date
- Fri, 13 Jun 2025 12:08:01 -0700
- Folder
- INBOX
Thank you for this clarification! All my Best, Sericca Latimer General Manager | TheKey Mobile: 509.666.5252 <http://www.thekey.com> On Fri, Jun 13, 2025 at 11:54 AM Audra Williams <audraw@thekey.com> wrote: > Hi Team! > > I wanted to clarify the process for handling situations where we’re unable > to service a CareScout member. > > If we receive a referral that we’re unable to staff or support—due to > coverage limitations, scheduling conflicts, or any other reason—we should > not refer the client to another agency outside of the CareScout network. > > Instead, the best practice is to refer the prospect back to CareScout so > their team can assist in identifying an appropriate in-network provider. > This ensures the member remains within the CareScout system and receives > the support they need. > > If you have any questions about this process or specific cases, please > don’t hesitate to reach out. > > Thanks so much for your attention to this and for continuing to support a > smooth experience for our CareScout partners and please cascade this to > your team members. > Best, > > -- > > *Audra N. Williams* > > Director, Divisional Operations | TheKey > > Mobile: 425.757.7027 > > <http://www.thekey.com> > >