Much appreciated.
Aside from “get this to stop happening”, what would you see as desired outcome? Comms from collection to you first before going to clients, or something else?
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________________________________
From: Timon Page <timon.page@thekey.com>
Sent: Thursday, March 13, 2025 5:33:45 AM
To: Derek Gordon <derek.gordon@thekey.com>
Cc: Timothy Thomas <tt@thekey.com>; Chuck Terlesky <cterlesky@thekey.com>; Dennis Fancy <dfancy@thekey.com>; Joey Taylor <joey.taylor@thekey.com>; Sharon Speirs <sspeirs@thekey.com>
Subject: Billing issues
Good morning Derek
As requested on our call on Tuesday, here are examples of billing issues we have experienced recently.
Toronto:
1. Double billing has been an issue of late that has unnecessarily caused dissatisfaction with our perceived professionalism and competence. See example below:
6:08 PM Gary Richmond <garyrichmond416@gmail.com<mailto:garyrichmond416@gmail.com>> wrote:
As a guy that has been in finance and CEO of a company for 30 years, you really should talk to your IT people and accounting people regarding this.. your system should never allow the same invoice to be paid twice.. that’s a basic internal
Control that you guys should tighten up!
1. Timely resolution of billing issues. In this example, the client first reached out on January 28th::
On Sat, Feb 22, 2025 at 8:37 AM Jason Andrews <jayandrews1@hotmail.com<mailto:jayandrews1@hotmail.com>> wrote:
Hello Sophia
Not your fault (you are clearly caught in the middle) but I am extremely ticked off with this ridiculous process and waiting for the Key to credit our account. This has been going on for 4 weeks now and over a week since your e-mail below. The Key are more than happy to continue billing my credit card weekly but don't seem to have any urgency in returning the overpayment that was as a result of The Key's billing system.
Please escalate this immediately, I expect a telephone call or credit of our account on Monday February 24. My next move will be to block any future payments to The Key if I do not have immediate resolution.
Both of these issues have since been resolved and the reputational damage has been mitigated at the local level.
Calgary:
1. Client Name Errors: After several emails and follow-ups, we were finally able to address and correct an issue with clients' names being misspelled. Specifically, Aileen Wilkins' name was misspelled, and it took longer than expected to resolve.
2. PAD Bank Account Changes: We have clients on PAD (Pre-Authorized Debit), and there was an issue where the withdrawal name on Versapay was changed to "HCAHomeCareAssistanceCanada" after a bank account switch. This caused considerable confusion, and we received numerous phone calls from clients who thought they were being scammed. Unfortunately, there was no communication provided that we could relay to the clients about the change. Moving forward, it would be beneficial for us to receive any necessary updates so we can communicate these changes to our clients in advance.
3. WCB Assessment Process: Kristy from Billing recently informed us that we have been entering our WCB assessments incorrectly. This was particularly concerning, as we have been following the same process for over a year. A more constructive approach would have been to notify us of any changes to the process so we could implement them moving forward rather than indicating that we’ve been doing it wrong and need to fix past assessments.
Clear and timely communication is essential to ensure smooth operations and maintain client trust. I hope we can address these concerns and improve the communication channels moving forward.
Vancouver:
1) Recent issue with four Vancouver and Victoria clients where funds were not withdrawn and no communication as to why and even after two clients sent emails it was not addressed until the client called the office and we contacted billing. The issue was resolved by Lito investigating and he was able to give a clear and concise email that explained the situation but why did it take so much effort on the part of the client when really it was something we should have communicated.
2) Recent onboarding of Victoria clients has been difficult dealing with compliance when they were already existing clients with HCA. Clients understood needing new agreements but all the other pieces and the wording of the agreement really threw them off. We lost one client from Victoria partly for the caregiver clause and how it was written and perceived. We also had issues with payment methods being questioned by compliance and instead of asking me first they said "no" to the client when it had already been authorized by Elizabeth. This caused two clients annoyance and stress.
3) Large referral partner VCH - we have worked it out now that Michelle comes to me first with unpaid invoices which I greatly appreciate but the last three instances were not issues of VCH not paying the invoice but issues that they never received it in the first place. I really believe due diligence needs to be done to ensure billing has sent those invoices before I go back to the client asking. I find it somewhat embarrassing to be following up and then find out it is our mistake.
Best regards,
Timon Page
General Manager, Ontario
Please note my email address has changed:
timon.page@thekey.com<mailto:timon.page@thekey.com>
Mobile: (437) 223-0841
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