Good afternoon,
It appears that this account has been brought current. <mailto:michelle.hudgins@thekey.com> @'Michelle Hudgins' please remove the note on the clients file.
Gerard
From: eclark@thekey.com <eclark@thekey.com>
Sent: Monday, November 20, 2023 2:30 PM
To: 'Cheryl Cartwright' <ccartwright@thekey.com>; 'Michelle Hudgins' <michelle.hudgins@thekey.com>; 'Taylor Cleland' <tcleland@thekey.com>; 'Timothy Thomas' <tt@thekey.com>; 'Gerard Draetta' <gerard.draetta@thekey.com>
Cc: 'TheKey Billing' <billing@thekey.com>; 'Laszlo Kovacs' <laszlo.kovacs@thekey.com>
Subject: RE: Fred Wicks
Hi Cheryl
Thanks for reaching out. I am looping Gerard into this thread as he helped to add these notes to ClearCare.
Elizabeth Clark
Director, CI & Transformation
Long Term Care Insurance, Onboarding
TheKey
From: Cheryl Cartwright <ccartwright@thekey.com <mailto:ccartwright@thekey.com> >
Sent: Monday, November 20, 2023 11:11 AM
To: TheKey Billing <billing@thekey.com <mailto:billing@thekey.com> >; Michelle Hudgins <michelle.hudgins@thekey.com <mailto:michelle.hudgins@thekey.com> >; Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Taylor Cleland <tcleland@thekey.com <mailto:tcleland@thekey.com> >; Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Subject: Fred Wicks
Good Afternoon,
We went to schedule a shift for our Toronto client Fred Wicks and saw a note on his file "NOT TO STAFF AS THE ACCOUNT IS PAST DUE AND TO CONTACT COLLECTIONS"
Our office was never even informed this account was past due or suspended and it made for an embarrassing call to our client. Is the account actually overdue and can we have a better process for canceling our clients because we don't always see the note on file until after we get off the phone with them. I also think it would have been helpful if we had been informed so one of us could have reached out to see about payment.
We do need to know if this has been settled and if not I will reach out.
Thanks,
Cheryl