Re: Proposed Process for WellSky Reactivations & Alignment Questions

--000000000000e70609064c4b92ff Content-Type: multipart/alternative; boundary="000000000000e70608064c4b92fe" --000000000000e70608064c4b92fe Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you- this is consistent with The Bay Area. On Tue, Mar 3, 2026 at 11:37=E2=80=AFAM Jeannie Ortiz wrote: > Hi Team, > > I wanted to share an update and align across regions on clients who retur= n > to service under an existing WellSky profile. > > Recently, a concern was raised that reactivated profiles are not reviewed > by OTC when clients resume service. After reviewing our current process, = we > identified the gap: > > Our New Client Audit (NCA) only triggers on brand new WellSky profiles. > When a client is reactivated under an existing profile, even if a new > Opportunity is created in Salesforce and it appears as a new start in > reporting, it does not trigger our onboarding review. > > Based on that, we are implementing the following control: > > *Weekly Readmission Audit* > > Each Monday, FOB will pull a NetSuite report identifying clients whose > =E2=80=9CDeactivated=E2=80=9D checkbox has been removed. PSG will review = all readmissions > from the prior week to validate: > > - CCA on file and alignment with the payment method > - PAF, if applicable > - Autopay/ACH is properly set up in VersaPay > > If anything fails the audit or involves specialty billing such as LTC, VA > WC etc, a ticket will generate for FOB to follow up. > > Current volume averages ~30 readmissions per week, which is operationally > manageable and gives us a consistent safeguard. > > For clarity, based on feedback from the Southeast region: > > - If a client resumes within 90 days, the existing WellSky profile is > reactivated. > - A new CCA is only generated if there is a change that triggers a new > document (e.g., a change in the financially responsible party, or a pa= yer > type change). > - The preference is to maintain one profile per client to preserve > history. > > Before we formalize this as a standard process, I would like to confirm > that all regions follow the same approach: > > 1. > > If a client resumes services within 90 days, will you reactivate the > existing WellSky profile rather than create a new one? > 2. > > If the client is deactivated for more than 90 days, is a new CCA the > standard? > 3. > > Are there any regional variances we should account for? > > Our goal is alignment and consistency so that OTC can apply one standard > review process across all offices. > > Please let me know if your region follows a different approach or if you > have input before we move forward with full implementation. > > Thank you, > Jeannie > > On Fri, Feb 27, 2026 at 1:49=E2=80=AFPM Jaime Cittadino > wrote: > >> Hi Jeannie, >> >> If a client is resuming service within 90 days, we reactivate their >> WellSky profile. The CCA on file updates only when a change triggers a n= ew >> document, such as a change in the financial responsib