This is a multipart message in MIME format. ------=_NextPart_000_095A_01DA1169.3D5FAE90 Content-Type: multipart/alternative; boundary="----=_NextPart_001_095B_01DA1169.3D5FAE90" ------=_NextPart_001_095B_01DA1169.3D5FAE90 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Oh!!!! I am so sorry, sheesh.=20 =20 If we notice a card starts to fail we will reach out to them to get a = new one. We shouldn=E2=80=99t need to engage your team for that, unless = a client is not replying to us consistently and we need support.=20 =20 From: Timothy Thomas =20 Sent: Tuesday, November 7, 2023 10:54 AM To: eclark@thekey.com Cc: Joey Taylor ; Desiree A. = ; Dennis Fancy ; Taylor = Cleland Subject: Re: Billing =20 H Elizabeth, =20 I believe Joey was referring to credit card / PAD account information = changes. For example if a clients credit card expires does billing = handle the update and client contact or is the field asked to step in? =20 On Tue, Nov 7, 2023 at 1:35=E2=80=AFPM > wrote: Gotcha.=20 =20 For Calgary and Toronto the process is different because we invoice via = NetSuite/Versapay. For those clients we integrate the Payer = address/email, if there is one. In the absence of a Payer, the Client = address/email is where invoices are sent. This is automated when you = update ClearCare, as those changes integrate overnight.=20 =20 For Montreal, we invoice out of Quickbooks so I=E2=80=99d need to bring = the Invoicing team/Randi (our accountant) to advise.=20 =20 For all others, the updates you make in CC should be instant and = automatic.=20 =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Joey Taylor >=20 Sent: Tuesday, November 7, 2023 10:32 AM To: eclark@thekey.com =20 Cc: Timothy Thomas >; Desiree A. = >; Dennis = Fancy >; Taylor Cleland = > Subject: Re: Billing =20 Hey Elizabeth, It would be for across Canada. Unless different provinces have different = regulations concerning this?=20 Thanks,=20 =20 On Tue, Nov 7, 2023 at 1:28=E2=80=AFPM > wrote: Hi There =20 Happy to help. Can you tell me what URL/region of Canada this is for = (Montreal vs Calgary)? =20 Elizabeth Clark=20 Director, CI & Transformation Long Term Care Insurance, Onboarding =20 TheKey =20 =20 =20 From: Joey Taylor >=20 Sent: Tuesday, November 7, 2023 10:27 AM To: Elizabeth Clark >; = Timothy Thomas > Cc: Desiree A. >; Dennis Fancy >; Taylor Cleland > Subject: Billing =20 Good Afternoon Elizabeth, I was wondering what the procedures were for an existing client who = wants to update billing information. Does the Care Solutions team send = out a PandaDoc for updated info to the client and upload it on ClearCare = once it is complete? Or does the billing team call the client and = verbally obtain the information and then it is managed within your = system? Thank you, =20 Joey Taylor Regional Care Solutions Manager 514-907-5065 TheKey.ca =20 =20 --=20 Joey Taylor Regional Care Solutions