========================================
View on Workplace
https://thekey.workplace.com/nd/?groups%2F437706591025316%2Fpermalink%2F670744437721529%2F&work_newsfeed_token=S%3A_I100081283424880%3A670744437721529&aref=1666801943395766&medium=email&mid=5ebf248293ae4G5b04dd343621G5ebf291bf3db6G1d72&n_m=tt%40thekey.com&lloc=view_on_facebook_btn_text&rms=v2&irms=true
========================================
Hi Timothy,
"***Please see this important message from Tad about our company.***
***Thanks,***
***Julia***
***--***
Dear Colleagues,
As most of you know, the vast majority of our private pay clients have automated bank payment (“ACH”) or use a credit or debit card to pay for our services. In cases where our clients have assigned their long-term care insurance (LTC) benefits to us (carrier pays us directly), or where there is an institution or fiduciary that pays for our services, we accept checks.
For a variety of reasons, our receivables balance (funds owed to the company) has risen, and we have a number of clients that have not paid in a timely fashion and are past due. It continues to be the case that the disproportionate quantity of our past due clients are check payers. We are also running into a new challenge of our institutional partners, including senior communities, hospitals, and professionals who pay by check, becoming increasingly slow at payment. As we are now paying our caregivers weekly, it is critical that we focus on lowering our receivables, and adopt policy changes to ensure clients pay us on time and properly. Please be aware of the following changes to our policies and receivables management processes:
1. In the coming weeks, we will begin enforcing the section of our Client Consent Agreement (CCA) that charges clients 1.5% interest per month for balances over 30 days past due. Most of our clients have this provision in their CCAs (with exceptions solely in our acquired locations and/or clients), but we have not been enforcing it. We expect to begin charging interest in November and will announce an exact enforcement start date soon.
To improve visibility to past due clients impacted by this change, the Receivables/Billing team will notify Field and Sales leadership every other week of clients that are past due. This will only apply to clients who do not currently have a balance in dispute with us, or an open ticket to settle a billing issue with our Receivables/Billing team.
1. We have divided our LTC Team into two groups — one that handles client set up and communication, and one that handles ongoing processing of reimbursement claims. Kirk Hayes from our business development team will lead our LTC team that handles client set up — an area where we have struggled to effectively set up new cases. Effective immediately, Long-term Care Insurance Assignment of Benefits (LTC AOB), as well as workers compensation benefits cases, need to be processed through our LTC team and approved before we undertake them. Kirk Hayes and Gary Scott will circulate a memo in the coming week describing the new procedures. In the meantime, if you have a new client with a LTC AOB request, please email Kirk Hayes ([khayes@thekey.com](mailto:khayes@thekey.com)) and Gary Scott ([gscott@thekey.com](mailto:gscott@thekey.com)) for review. If you have a workers compensation case, you may email it to Matt Neal ([mneal@thekey.com](mailto:mneal@thekey.com)) for review.
As part of our LTC process, and in line with our goals to serve more clients well by innovating and going above and beyond, we instituted Service Level Agreements (SLAs) which include providing responses via email within 24 business hours, or a phone call with an answer rate of 70%+ (and all voicemails are returned within 24 business hours). Additionally, updates to initial requests for information are returned within 48 business hours, unless otherwise communicated to the requestor.
1. As a reminder, we do not accept checks from private pay clients. We will accept checks from institutions and fiduciaries with acceptable payment terms. Payment terms greater than 30 days must be approved by the CEO. We will be enforcing terms and may require deposits for extended term requests or when institutions and fiduciaries that do not pay in accordance with approved terms.
1. As a reminder, we never start a shift without a signed Client Care Agreement, as well as completed payment information.
1. Private-pay clients who will only provide check payment must now be approved by the CEO. All requests for private-pay clients with check payment must adhere to a two-week service deposit. Approval support should be uploaded in ClearCare as “Check Approval”.
1. We will be enforcing all of our contractual and legal rights, including terminating service against those clients and institutions who have repeatedly failed to settle their amounts due through no fault of our own. Field and Sales leadership will have advance visibility on this process and each of these cases.
Please do not hesitate to contact me or Gary Scott if you have questions about the new policies.
Many thanks for your cooperation,
Tad"
========================================
This message was sent to tt@thekey.com. If you don't want to receive these emails from Meta in the future, please follow the link below to unsubscribe.
https://thekey.workplace.com/work/email/unsubscribe/?k=AS35l2MtKjMkSrqAQoY&u=100076449183265&mid=5ebf248293ae4G5b04dd343621G5ebf291bf3db6G1d72&ee=AY2GqM1EdS6dou4t_mKiqUEjcOMDXnHuIUoQ0cVzQpVk2EId95aAWRUft7TuG7MoEPy1nc4vlQ
Meta Platforms, Inc., Attention: Community Support, 1 Facebook Way, Menlo Park, CA 94025