--000000000000b5fb4a064c5d0d77 Content-Type: multipart/alternative; boundary="000000000000b5fb4a064c5d0d76" --000000000000b5fb4a064c5d0d76 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you for your feedback, Jessica. On Thu, Mar 5, 2026 at 2:02=E2=80=AFPM Jessica Thomas wrote: > 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 >> return to service under an existing WellSky profile. >> >> Recently, a concern was raised that reactivated profiles are not reviewe= d >> 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, V= A >> WC etc, a ticket will generate for FOB to follow up. >> >> Current volume averages ~30 readmissions per week, which is operationall= y >> 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 >> payer 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 resumin