Fwd: 10/16/22- New Client Audit Results- Action Required

Hi all - if you have anyone on the list please schedule a call with
Elizabeth - 30 min call and invite me so we can review what the issues
might be. Thanks

From: <eclark@thekey.com>
Date: Mon, Oct 17, 2022 at 7:40 AM
Subject: 10/16/22- New Client Audit Results- Action Required
To: Northeast/Canada Regional Operation Directors <
northeastcanada-regional-operation-directors@thekey.com>, Melissa Reyes <
melissa.reyes@thekey.com>, David Durbin <david.durbin@thekey.com>, Angie
Markwell <angie.markwell@thekey.com>, Chen Xie <chen@homecareassistance.com>,
Ginger McVeigh <ginger.mcveigh@thekey.com>, Audra Williams <
audraw@thekey.com>, Alicia Broussard <abroussard@thekey.com>, Alisha Wise <
awise@thekey.com>, Amy Harris <aharris@thekey.com>, Araceli Gutierrez <
araceli.gutierrez@thekey.com>, Bobby Kou <bkou@homecareassistance.com>, <
carol.miller@thekey.com>, Cassi Gilkeson <cgilkeson@thekey.com>, Cathy
Goffredo <cathy.goffredo@thekey.com>, Charlie Ferro <cferro@thekey.com>,
Christa Chalfa <cchalfa@homecareassistance.com>, Gail Carboy <
gcarboy@thekey.com>, James Buscemi <jbuscemi@thekey.com>, <
jmuskat@homecareassistance.com>, Kim Kranwinkel <
kimberly.kranwinkel@thekey.com>, Kimberly Guerci <kguerci@thekey.com>, <
laura.hintz@thekey.com>, Peggy Anderson <panderson@homecareassistance.com>,
Triff Cook <triff@thekey.com>, Yukari Roberts <yroberts@thekey.com>, <
bethann.rosario@thekey.com>, Jay Skypeck <jason.skypeck@thekey.com>,
Claudia Hernandez <chernandez@thekey.com>, Matthew Neal <mneal@thekey.com>,
Jennifer Piper <jennifer.piper@thekey.com>, Jessica Pascasio <
jpascasio@thekey.com>, Pete DaCosta <peter.dacosta@thekey.com>, Timothy
Thompson-Cook <timothy.thompsoncook@thekey.com>, Karoline Da Silva <
ksilva@tenderrose.com>
Cc: Gary Scott <gscott@thekey.com>, Mandi Cheslock <mcheslock@thekey.com>,
Benjamin Lewis <benjamin.lewis@thekey.com>, Sarah Powers <spowers@thekey.com>,
Beth Popolizio <bpopolizio@thekey.com>, Jennifer Allen <jallen@thekey.com>,
Lito Delapena <lito.delapena@thekey.com>, Michelle Kenaga <
michelle.kenaga@thekey.com>

Hello All-

Thank you for your continued feedback & engagement in reviewing the audit
tracker and supporting information! We’ve updated the format, reduced the
content, and sorted the data for your convenience. The new layout should
make it simple to view for your respective focus area and as always, please
reach out with any discrepancies.

Please click here
<https://docs.google.com/spreadsheets/d/1oLtyX9fW-8IOHs18_i3ZJonri4bXWYG8/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true>to
review the audit tracker.

*Updates:*

   - We’ve removed Tag’s from the audit tracker
   - The file is sorted for you in the following order
      - Division> Region> Location> Priority> First Completed Shift date
   - Clients whose care started in October are highlighted yellow

*Support from Finance with High Priority Clients:*

   - Collections will be reaching out to the CSM teams Tuesday – Friday of
   each week to support the collection of Payment Authorization forms with
   failed Card/ACH account information.
   - Collectors will not address or request missing Client Consent
   agreements from clients
      - Keep in mind some of these clients are missing both forms. As a
      result, it’s important the local offices partner with collections on the
      best approach for each client so our communication is crisp.

*Clients in Medium or Low Priority status will not be contacted by
Collections for failed Card/ACH information, missing Payment Authorization
forms, or Client Consent Agreements. *It is up to the local team(s) to
ensure these documents are collected before a client moves to High Priority
(i.e., is scheduled or starts care).

Kind regards-

Elizabeth Clark

*Sr. Manager, Continuous Improvement *

*TheKey*

Office|Cell : 619-822-4855

eclark@thekey.com

*TheKey.com <https://www.thekey.com/>*

[image: TheKey] <https://homecareassistance.com/>

*From:* eclark@thekey.com <eclark@thekey.com>
*Sent:* Monday, October 10, 2022 12:17 PM
*To:* 'Northeast/Canada Regional Operation Directors' <
northeastcanada-regional-operation-directors@thekey.com>; 'Melissa Reyes' <
melissa.reyes@thekey.com>; 'David Durbin' <david.durbin@thekey.com>; 'Angie
Markwell' <angie.markwell@thekey.com>; 'Chen Xie' <
chen@homecareassistance.com>; 'Ginger McVeigh' <ginger.mcveigh@thekey.com>;
'Audra Williams' <audraw@thekey.com>; 'Alicia Broussard' <
abroussard@thekey.com>; 'Alisha Wise' <awise@thekey.com>;
peter.dacosta@thekey.com; 'Amy Harris' <aharris@thekey.com>; 'Araceli
Gutierrez' <araceli.gutierrez@thekey.com>; 'Amy Harris' <aharris@thekey.com>;
'Bobby Kou' <bkou@homecareassistance.com>; 'Ginger McVeigh' <
ginger.mcveigh@thekey.com>; carol.miller@thekey.com; 'Cassi Gilkeson' <
cgilkeson@thekey.com>; 'Cathy Goffredo' <cathy.goffredo@thekey.com>;
'Charlie Ferro' <cferro@thekey.com>; 'Christa Chalfa' <
cchalfa@homecareassistance.com>; 'Gail Carboy' <gcarboy@thekey.com>; 'James
Buscemi' <jbuscemi@thekey.com>; jmuskat@homecareassistance.com; 'Kim
Kranwinkel' <kimberly.kranwinkel@thekey.com>; 'Kimberly Guerci' <
kguerci@thekey.com>; laura.hintz@thekey.com; 'Peggy Anderson' <
panderson@homecareassistance.com>; 'Triff Cook' <triff@thekey.com>; 'Yukari
Roberts' <yroberts@thekey.com>; bethann.rosario@thekey.com; 'Alisha Wise' <
awise@thekey.com>; 'Jay Skypeck' <jason.skypeck@thekey.com>; 'Claudia
Hernandez' <chernandez@thekey.com>; 'Matthew Neal' <mneal@thekey.com>;
peter.dacosta@thekey.com; 'Jennifer Piper' <jennifer.piper@thekey.com>;
'Jessica Pascasio' <jpascasio@thekey.com>; 'Pete DaCosta' <
peter.dacosta@thekey.com>; 'Timothy Thompson-Cook' <
timothy.thompsoncook@thekey.com>; 'Karoline Da Silva' <ksilva@tenderrose.com
>
*Cc:* 'Gary Scott' <gscott@thekey.com>; 'Mandi Cheslock' <
mcheslock@thekey.com>; 'Benjamin Lewis' <benjamin.lewis@thekey.com>; 'Sarah
Powers' <spowers@thekey.com>; 'Mandi Cheslock' <mcheslock@thekey.com>;
'Beth Popolizio' <bpopolizio@thekey.com>; 'Jennifer Allen' <
jallen@thekey.com>; 'Lito Delapena' <lito.delapena@thekey.com>; 'Michelle
Kenaga' <michelle.kenaga@thekey.com>
*Subject:* New Client Audit Results- Action Required by 10/14

Hello Everyone,

Please see to review the linked spreadsheet here
<https://docs.google.com/spreadsheets/d/1GkTjARFow4em2YshXsIWjTcem_qY7RrR/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true>
to review the results of the audit for clients moved to an Activated status
in ClearCare 9/26 & prior. Please make note of the updates made to the
statuses & data in the file, described below, based on the feedback we’ve
received over the last few weeks. We appreciate the feedback! Kindly avoid
copying me or sending me direct updates regarding your clients. Once your
clients are updated, they will be re-audited (we work the list daily) and
fall off the list.  You are encouraged to reach out and ask questions if
something is unclear or if you disagree with how your

client is categorized so we can chat through approved exceptions where
applicable.

If you disagree with how any client is flagged on the audit, or have
questions, please let me know.

*Updates to the Audit:*

   - Region is now available within the tracker for ease of use
   - Onboarding Guide now has Facility & Community Requirements

As a reminder, our auditors will review a new set of clients on Monday
10/10, which will have clients activated September 30th - October 6th,
2022.

*New Audit Statuses:*

   - Scheduled & Started
   - Future Start Dates
   - No Scheduled Dates <30 (Client activated less than 30 days ago)
   - Review for Deactivation >30 (Client activated over 30 days ago)
      - These clients have nothing scheduled and were activated over 30
      days ago, some as far back as June. Please review these to ensure they’re
      deactivated when appropriate.

*New PAF (Payment Authorization Form) Statuses:*

   - Routing/Account Invalid
   - Card Declined
   - PAF Not Signed
   - PAF Incomplete/Missing Information
   - Pending Check Payer Approval
      - If a PAF is loaded with “client will pay by check” written on it,
      your divisional leader & Gary Scott should have already approved check
      payments and be noted on that PAF.

Note ** Only clients marked as Not Loaded, Not Signed, and
Incomplete/Missing information will be tracked for October starts as it
pertains to Tad’s announcement

Kind regards-

Elizabeth Clark

*Sr. Manager, Continuous Improvement *

*TheKey*

Office|Cell : 619-822-4855

eclark@thekey.com

*TheKey.com <https://www.thekey.com/>*

[image: TheKey] <https://homecareassistance.com/>

*From:* eclark@thekey.com <eclark@thekey.com>
*Sent:* Tuesday, October 4, 2022 10:08 AM
*To:* 'Northeast/Canada Regional Operation Directors' <
northeastcanada-regional-operation-directors@thekey.com>; 'Melissa Reyes' <
melissa.reyes@thekey.com>; 'David Durbin' <david.durbin@thekey.com>; 'Angie
Markwell' <angie.markwell@thekey.com>; 'Chen Xie' <
chen@homecareassistance.com>; 'Audra Williams' <audraw@thekey.com>; 'Alicia
Broussard' <abroussard@thekey.com>; 'Alisha Wise' <awise@thekey.com>;
peter.dacosta@thekey.com; 'Amy Harris' <aharris@thekey.com>; 'Araceli
Gutierrez' <araceli.gutierrez@thekey.com>; 'Bobby Kou' <
bkou@homecareassistance.com>; 'Ginger McVeigh' <ginger.mcveigh@thekey.com>;
carol.miller@thekey.com; 'Cassi Gilkeson' <cgilkeson@thekey.com>; 'Cathy
Goffredo' <cathy.goffredo@thekey.com>; 'Charlie Ferro' <cferro@thekey.com>;
'Christa Chalfa' <cchalfa@homecareassistance.com>; 'Gail Carboy' <
gcarboy@thekey.com>; 'James Buscemi' <jbuscemi@thekey.com>;
jmuskat@homecareassistance.com; 'Kim Kranwinkel' <
kimberly.kranwinkel@thekey.com>; 'Kimberly Guerci' <kguerci@thekey.com>;
laura.hintz@thekey.com; 'Peggy Anderson' <panderson@homecareassistance.com>;
'Triff Cook' <triff@thekey.com>; 'Yukari Roberts' <yroberts@thekey.com>;
bethann.rosario@thekey.com; 'Alisha Wise' <awise@thekey.com>; 'Jay Skypeck'
<jason.skypeck@thekey.com>; 'Claudia Hernandez' <chernandez@thekey.com>;
peter.dacosta@thekey.com; 'Jennifer Piper' <jennifer.piper@thekey.com>;
'Jessica Pascasio' <jpascasio@thekey.com>; 'Pete DaCosta' <
peter.dacosta@thekey.com>; 'Timothy Thompson-Cook' <
timothy.thompsoncook@thekey.com>; 'Karoline Da Silva' <ksilva@tenderrose.com
>
*Cc:* 'Gary Scott' <gscott@thekey.com>; 'Mandi Cheslock' <
mcheslock@thekey.com>; 'Benjamin Lewis' <benjamin.lewis@thekey.com>; 'Sarah
Powers' <spowers@thekey.com>; 'Mandi Cheslock' <mcheslock@thekey.com>;
'Beth Popolizio' <bpopolizio@thekey.com>; 'Jennifer Allen' <
jallen@thekey.com>
*Subject:* New Client Audit Results- Action Required by 10/7
*Importance:* High

Hello Everyone,

Please see linked spreadsheet
<https://docs.google.com/spreadsheets/d/15FcWywG1ZqG0yplRmTK3A3-WdNToG2_0/edit?usp=sharing&ouid4633849602778058975&rtpof=true&sd=true>
to review the audit for clients moved to an Activated status in ClearCare
9/26 & prior. Please make note of the updates made to the statuses & data
in the file, described below, based on the feedback we’ve received over the
last few weeks. We appreciate the feedback! Kindly avoid copying me or
sending me direct updates regarding your clients. Once your clients are
updated, they will be re-audited (we work the list daily) and fall off the
list.  You are encouraged to reach out and ask questions if something is
unclear or if you disagree with how your client is categorized so we can
chat through approved exceptions where applicable.

As a reminder, our auditors will review a new set of clients on Monday
10/10, which will have clients activated September 30th - October 6th,
2022. One more week until we’re auditing October activations!

*New Audit Statuses:*

   - Scheduled & Started
   - Future Start Dates
   - No Scheduled Dates <30 (Client activated less than 30 days ago)
   - Review for Deactivation >30 (Client activated over 30 days ago)
      - These clients have nothing scheduled and were activated over 30
      days ago, some as far back as June. Please review these to ensure they’re
      deactivated when appropriate.

*New PAF (Payment Authorization Form) Statuses:*

   - Routing/Account Invalid
   - Card Declined
   - PAF Not Signed
   - PAF Incomplete/Missing Information
   - Pending Check Payer Approval
      - If a PAF is loaded with “client will pay by check” written on it,
      your divisional leader & Gary Scott should have already approved check
      payments and be noted on that PAF.

Note ** Only clients marked as Not Loaded, Not Signed, and
Incomplete/Missing information will be tracked for October starts as it
pertains to Tad’s announcement

*New Tags Statuses:*

   - Not Tagged/Tagged Correctly
   - Pending PAF Validation/Upload

The attached FAQ has our current guidelines surrounding new cilent
onboarding and frequently asked Billing & Receivable questions, please let
us know your thoughts!

Kind regards-

Elizabeth Clark

*Sr. Manager, Continuous Improvement *

*TheKey*

Office|Cell : 619-822-4855

eclark@thekey.com

*TheKey.com <https://www.thekey.com/>*

[image: TheKey] <https://homecareassistance.com/>

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