This is a multipart message in MIME format. ------=_NextPart_000_064A_01DA1BA4.E68D7E30 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable 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 Sent: Monday, November 20, 2023 11:11 AM To: TheKey Billing ; Michelle Hudgins = ; Elizabeth Clark ; = Taylor Cleland ; Timothy Thomas 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 ------=_NextPart_000_064A_01DA1BA4.E68D7E30 Content-Type: text/html; charset="utf-8" Content-Transfer-Encoding: quoted-printable 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> Sent: Monday, November 20, = 2023 11:11 AM To: TheKey Billing <billing@thekey.com>; = Michelle Hudgins <michelle.hudgins@thekey.com>; Elizabeth Clark = <eclark@thekey.com>; Taylor Cleland <tcleland@thekey.com>; = Timothy Thomas <tt@thekey.com> Subject: Fred = Wicks <