--000000000000c823b0063028e3e3 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Sharon! Best regards, * Timon Page * General Manager, Ontario *Please note my email address has changed:* timon.page@thekey.com Mobile: (437) 223-0841 TheKey.com On Wed, Mar 12, 2025 at 1:43=E2=80=AFPM Sharon Speirs = wrote: > Thank you Timon for taking the lead on this and further to Chuck's issue = I > would second the communication issue for what he stated but also add for > Vancouver the following > > 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 not withdrawn and no communication as to why and even after two clients 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 w= e > contacted billing. The issue was resolved by Lito investigating and he wa= s > able to give a clear and concise email that explained the situation but w= hy > 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 wordin= g > 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 alrea= dy > been authorized by Elizabeth. This caused two clients annoyance and stres= s. > 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 d= ue > diligence needs to be done to ensure billing has sent those invoices befo= re > I go back to the client asking. I find it somewhat embarrassing to be > following up and then find out it is our mistake. > Thanks > Sharon > > Sharon, Speirs > > General Manager > > Vancouver, BC > > Office: 778.279.3634 > > sspeirs@thekey.com > > TheKey.ca > > [image: TheKey] > > > > > > > > On Wed, Mar 12, 2025 at 9:22=E2=80=AFAM Chuck Terlesky > wrote: > >> Hi Timon, >> >> I wanted to raise a few billing-related concerns that have been causing >> confusion and issues for our clients in Calgary. >> >> 1. >> >> Client Name Errors: After several emails and follow-ups, we were >> finally able to address and correct an issue with clients' names bein= g >> 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