FW: Confidentiality concern

Hi Gerard

This is for a Montreal client Penny Casey. I looked at the Contact and Client screen in ClearCare and I don’t see anything indicating it’s appropriate for Collections staff to discuss financial matters with the Caregiver, nor does it sound like the Caregiver offer support as they ended the call when our team started discussing the double payment made. At any rate, please be sure to address this with John and Michelle, and the collective AR staff. We shouldn’t be discussing financial matters with a caregiver.

Attached is the email that explained the details associated with the double payment, how it happened, and those details. I think it would make the most sense to circle back with Sumira and the collector to align in what happened, make sure everyone knows the system will attempt to re-charge the customer so if a payment fails again in the future we wont double charge them and can communicate with them proactively, and once we’re aligned we need a decision from the client on how to address the $14k overpayment.

Based on the amount I’d refund it to salvage the relationship but your call. Let me know if you have any questions.

Elizabeth Clark

Director, CI & Transformation

Long Term Care Insurance, Onboarding

TheKey

From: Timothy Thomas <tt@thekey.com>
Sent: Friday, September 22, 2023 5:46 AM
To: Elizabeth Clark <eclark@thekey.com>
Cc: Laszlo Kovacs <laszlo.kovacs@thekey.com>
Subject: Re: Confidentiality concern

Thanks Elizabeth, I know it's not a simple fix, there are lots of nuances. I trust your team can't overcome it.

On Thu, Sep 21, 2023 at 10:06 PM Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> > wrote:

I will look into it first thing in the morning, I’m sorry things are so escalated this week. We will fix it.

Pardon my brevity, Sent from my iPhone

On Sep 21, 2023, at 5:00 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Good evening,

This is for the same client Penny Casey in Montreal. The family is claiming that a member of the billing team called the senior clients home to discuss the double payment issue. They ended up telling a private caregiver, not employed by us, what was going on. How is this possible? Shouldn't they call the primary contact which is Kelly?

See below.

Thanks
Tim

From: KC Professional Solutions <kcpsolutions2@gmail.com <mailto:kcpsolutions2@gmail.com> >
Date: Thu, Sep 21, 2023 at 5:07 PM
Subject: Re: Confidentiality concern
To: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Cc: Patrick Casey <drpcasey@sympatico.ca <mailto:drpcasey@sympatico.ca> >

See below. No details but still not something you discuss with staff.

hey Kelly

the agency called here trying to explain how you have an overpayment and I told them to call you

so just to let you know

Sent from my iPhone

On Sep 21, 2023, at 5:06 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Hi Kelly.

Can you please clarify what financial information they were sharing? Did you happen to catch the employees name?

Thank you

Tim

On Thu, Sep 21, 2023 at 4:14 PM KC Professional Solutions <kcpsolutions2@gmail.com <mailto:kcpsolutions2@gmail.com> > wrote:

Hi Tim

Our private caregiver called me to inform that the agency called regarding the family home.

They began sharing the financial information  with the caregiver. Can you please ensure that in the future they do not speak to caregivers? Thankfully it was one of our strongest team members and they immediately shut down the conversation and redirected them to me.

As a general rule, caregivers are not family members and should not be receiving confidential financial information.

Sorry- I feel like I keep adding things to your plate to bring to the back office team. I appreciate they are all new to the Canadian Privacy Act which guide consent and sharing of information.

With thanks

Kelly

Sent from my iPhone

Tim Thomas

Head of Canada Division

Please note my email has changed:

 <mailto:tt@thekey.com> tt@TheKey.com

(514) 591-9387

 <https://www.thekey.ca/> TheKey.ca

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

Tim Thomas

Head of Canada Division

Please note my email has changed:

 <mailto:tt@thekey.com> tt@TheKey.com

(514) 591-9387

 <https://www.thekey.ca/> TheKey.ca

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