--000000000000c3f6bc063597686c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Day, I would like to inform you that as of Friday, May 16, 2025, all John Hancock clients who are currently receiving services and have initiated claims have had their claim numbers successfully captured and entered into NetSuite. Thank you to the Start of Care team and Wendy for collaborating effectively to complete this task so quickly. Thank you, Jeannie Ortiz On Fri, May 9, 2025 at 1:51=E2=80=AFPM Jeannie Ortiz wrote: > Good Day, > > I want to share an important update regarding *John Hancock *(JH) clients > and the information required for invoice submission: > > John Hancock now requires all clients to enter a Policy and Claim Number > into their submission portal to submit invoices. Previously, only the > policy number was needed. > > Currently we have, > > - *46.9%* of JH clients do not have a claim number on file. > - > > *29.7%* of JH clients have declined to sign a HIPAA authorization. > > Our team will actively work to obtain the missing claim numbers directly > from clients or John Hancock. However, please keep in mind that without a > signed HIPAA authorization, our access to this information is limited. > Additionally, some clients may not know their actual claim number. > > We want to emphasize the following: > > *Without both the claim number and policy number, we will not be able to > submit invoices for these clients.* > > This currently affects *98 clients* and will result in delays in > reimbursement until the required information is received. > > To address this, the *Start of Care team* will contact the clients and > John Hancock directly to obtain the missing claim numbers. Please be > advised, however, that this process will take time, and there will be > delays in invoice submission for impacted clients. > > Going forward, we ask that you *clearly inform all new John Hancock > clients* that we require both the *claim number* and *policy number* to > proceed with billing. > > Thank you for helping to set these expectations early and for your > continued partnership as we work through this issue. > > -- > > Thank you, > > *Jeannie Ortiz* > > Finance Onboarding & Experience Manager | TheKey > > jeannie.ortiz@thekey.com > *Phone:* 754.231.4471 | *Fax:* 813.693.5625 > > > > > > > > --=20 Thank You, *Jeannie Ortiz* Finance Onboarding & Experience Manager | TheKey jeannie.ortiz@thekey.com *Phone:* 754.231.4471 | *Fax:* 813.693.5625 --000000000000c3f6bc063597686c Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Good Day, I would like to inform you th= at as of Friday, May 16, 2025, all John Hancock clients who are currently r= eceiving services and have initiated claims have had their claim numbers su= ccessfully captured and entered into NetSuite. Tha= nk you to the Start of Care team and Wendy for collaborating effectively to= complete this task so quickly.=C2=A0 Thank yo