New Pride Products

After careful review of this worker’s pay stubs, we have determined that FICA is being taken outSome of the confusion may be that the pay stub does not say “FICA” but says “Social Security.” In addition, union dues were remitted for this worker but her employer’s ID is referencedWe would be
happy to assist further if we can be provided a pay stub showing where the worker believes there is a problem and a Union letter stating they have not received duesThese items can be sent directly to ***Thank you for bringing this to our attention

Our records show a payment was made on 7/24/for hours. Any unpaid hours need to be discussed with your employer directly due to HIPAA regulations. Please ask your employer to call their PPL customer service number for help with this. Thank you,

Our Customer Service team reached out to the worker by telephone and discussed outstanding issues and concerns. It is our understanding that the questions which needed a response have been addressed at this time. Thank you.

Thank you for the response. A manager has contacted the Employer of Record to explain what information is needed and will be following this situation through to resolution. We have reviewed the Customer Service tapes and apologize that the service was not at the level expected. Bringing this situation to our attention will benefit our team in the future as we work to be sure the client experience is positive.

Revdex.com:
I have reviewed the...

response submitted by the business and havedetermined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for bringing this to our attention. This participant has been cleared to work as of 9/19/2016. If a participant has an existing EIN number, we have to run a check for prior tax obligations - this can sometimes take up to 30 days to complete. In addition, we did not receive authorization...

for the worker to begin providing services until 9/15. Sometimes Service Coordinators submit their plans to the state but that does not mean we have received authorization. A further delay was caused by a rate sheet not being signed but this was done quickly once they were notified. While this process took longer than expected for this participant, it did not take six months as the referral was made to us on 7/29 and the worker was deemed "good to go" as of 9/19/2016. Thank you.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for letting us know about this situation. We have contacted this participant and arranged a home visit in order to expedite all paperwork. We had inaccurate contact information for this participant contributing to the issue. Thank you,

Thank you for allowing us to address this issue. We received a packet that had incomplete information and missing forms on 9/16/17. On 9/19 we were provided a completed packet. The first time sheet was paid by paper check on 11/3 for time sheets submitted for dates 10/12/2017 – 10/25/2017. This...

time sheet was paid on time. Direct deposit payments can take one to two cycles (3 weeks) to begin because we verify account information with banks for security purposes. During this time, we issue paper paychecks. Our policy, on beginning direct deposit payments, is located on page 22 of the enrollment packet.  If there are any other questions, please let us know.

We tried to reach this consumer and left a message. The consumer called us back and their complaint has been resolved. The information that needed to be updated has been taken care of and they are now in "good to go" status. Thank you for bringing this issue to our attention.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for letting us know of the situation. A Program Manager reached out to the employer to explain the situation and all pending payments not made at the time this letter was submitted have been marked as "good to go". As far as the customer service complaints, we are working with the Customer...

Service team to be sure agents are properly trained to best serve our customers. This information will help us train in areas that may need improvement.

Public Partnerships, LLC is dependent upon the receipt of service and administrative authorizations to process the payroll requests of program participants. As the required authorizations are added to your file, we will be able to move forward, with issuing payments for authorized time claimed,...

immediately. Public Partnerships’ Customer Service and enrollment staff will continue to work with you and your service coordinator to resolve this current issue as quickly and efficiently as possible. We appreciate your enrollment and want to do all that we can to make it a satisfying experience for you and your workers.

Thank you for bringing this to our attention. We are sorry for the hardship this has caused. The issue causing the time sheet to deny is under investigation. We are actively trying to find the cause of the problem in the system, as well as a develop a short and long-term fix so that we can pay...

timesheets due. We realize this is not the answer you were looking for but, we are working as quickly as possible to find the cause and a more immediate solution. We will notify you when the issue is resolved and next steps. Again, we apologize for the situation.

Thank you for the response. Public Partnerships reached out to the Support Coordinator (SC) on 12/6, 12/8, 12/11. The SC has been provided the instructions and forms needed to process goods and services for payment. Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  The only phone number you should have on file for me at all is [redacted]. If you are looking for the phone number I called into your call center, that number is [redacted], however this is NOT the phone number your supervisor should be calling at All. The supervisor that attempted to call me back in October was in regards to a Separate issue that had since been resolved. The way she called was 3 times in a row within 5 minutes of each other like a harassing phone call, very unprofessional. If I didn't answer the first time I am obviously busy and she needed to give me a greater then 15 minutes to call her back AND her call back phone number was the call center, which the reps refuse to transfer to anyway. I have requested a supervisor on 3 different occasions for a Different issue, like I had previously stated in my complaint and you didn't respond to any of my requests. I am shocked and appalled on how you Don't keep Notes on file for incoming calls. This is a horrible business practice no paper trail to hide your bad business practices. I am still waiting for a supervisor call back from the month of NOVEMBER not October. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
 This company is contracted as a third party to handle system issues and questions has refused on several occasions to answer questions, as well as refusing supervisor escalation requests on November 10th and 17. The agents taking the calls have no knowledge whatsoever about what the company they work for even does. I have escalated my issue, due to spending hours on the phone with customer service representatives giving me incorrect information or no information at all. When requesting a supervisor on November 10th I was told by the rep that one would call me back. I never received any calls. I called back on November 17th to ask what happened to the supervisor request, the rep started talking about an old issue from October. I asked the rep if they make any notations and she said no. I once again requested a supervisor and was advised that the request is in and one would call me back. It has been almost a week since the second request and no supervisor call back. This company has expressed deceiving business practices.A supervisor call back as requested several times.
Regards,
[redacted]

Information and Findings: PCG Public Partnerships, LLC (PPL) is a financial management services firm providing fiscal/employer agent (F/EA) services for the Virginia Department of Medical Assistance Services (DMAS).  The Consumer-Directed Services program allows the Medicaid Consumer or a...

representative of the Consumer to become the Employer of Record and manage the plan of care and service authorization allowing for the Medicaid payment.  PPL is not the Employer of Record or agency provider.  PPL’s services allow an Attendant to work for the Employer of Record and be paid with program funds. ·         PCG Public Partnerships, LLC (PPL) has found that the attendant placed a call to PPL on 5/4/16 to inform that their payment was deposited into a closed bank account.  It was requested to have the payment deposited into their new account or mail the payment.     ·         On 5/5/16, PPL received the funds back from the bank but were unable to process due to a bank reconciliation that was in process.  While this process usually takes 2-4 days to complete, it took longer in May due to a non-standard reconciliation backlog associated with end of quarter processing. This reconciliation was processed on 5/24/16.       ·         The re issuance was processed on 5/31/16 and posted to the attendant’s account. ·         PPL is currently working on process improvement of the bank reconciliation process to avoid delays in renaissances from occurring in the future.

Thank you for bringing this to our attention. In order for a worker to be paid, their member (employer) needs to approve the worker time sheet. The deadline for approval of this time sheet was 1/3/17 however, the employer did not approve the time sheet until 1/5/17. We will pay the worker in an...

off-cycle payroll on 1/23/17. We will also be reaching out to the Support Broker in order to reinforce timeline date approvals with the employer. Thank you.

Thank you for bringing this to our attention. After investigating this complaint, we learned that the participant is showing as ineligible for services - this is not a Public Partnerships error. We are only able to pay when we are authorized to do so through the managed care organization and state...

agency. Our system will not pay any participant who is showing as ineligible. Although this is not an error on our part, we are actively working with the organizations that can change the eligibility status so that we are able to provide payment.