Behind the Scenes with MVES’ Client Billing Specialist

Joyce Sauca has been a valuable employee at MVES for 15 years. For the past eight years, she has worked in the finance department.

When an elder who is receiving services from MVES has a question or concern regarding a bill they receive, Joyce Sauca takes the call. She makes sure that MVES clients and their families understand the components involved in the invoicing process. We spoke with Joyce to discuss her role as MVES’ Client Billing Specialist.

Editor: How long have you worked at MVES?

Sauca: I started working here part-time 15 years ago as a receptionist and an administrative assistant. After about seven years in that role, I took a full-time position in the finance department.

Editor: What is your role in the finance department?

Sauca: I’m the Client Billing Specialist. I process the invoices that MVES receives from vendors who provide services to our clients. I’m responsible for billing related data entry and also I make sure that all bills and payments are reconciled and balanced.

We also generate and send out client invoices, and it’s my job to sort through them and make sure that any special circumstances—like an address change, for example—are recorded. When the clients pay their bills, it's my responsibility to process and apply the payments to the clients' accounts.

Editor: You mentioned that MVES works with vendors. Can you explain what this means?

Sauca: MVES works with about 70 different vendors. Vendors are companies that directly provide services like homemaker, personal care, laundry, grocery shopping, home modification, and transportation to our clients. MVES manages what services will be provided. The vendors then provide the services for our clients and bill MVES.

Editor: Do all clients receive invoices?

Sauca: No. MVES is required to ask about a client’s income level. Depending on where the income falls on a sliding scale (set by the state), the client may be asked to pay a co-payment. I would encourage elders and caregivers to call us if they need help, however. They shouldn’t worry about whether they are income-eligible or not. That’s our responsibility! We also offer several programs at no-cost to all elders.

Editor: Do you interact directly with clients?

Sauca: If someone calls our agency with a question about a bill they have received, I’ll talk with them. Sometimes we’re helping with a caregiver who has just been thrust into a new situation. They are often feeling stressed and they’re not familiar with the invoice when they’re seeing it for the first time. I’ll help them to understand the invoice and what they’re paying for.

Editor: If you were speaking with a stressed caregiver, as you mentioned, might you refer them to our caregiver program?

Sauca: Yes, if I think someone I’m speaking with could benefit from services or a particular program that we offer, I’ll make a referral. Just the other day, I recommended our Money Management Program to an elder who expressed that she was having trouble managing her finances.

Editor: What do you find most challenging about your job?

Sauca: Right now, I find learning our new database, SAMS, to be challenging. It’s a welcome challenge, though. I like change. It’s not the same old, same old.

Editor: What do you like most about working at MVES?

Sauca: Definitely the people I work with. I have had some great supervisors. I’ve been really lucky.

I like to participate in special efforts at MVES. I’m a member of the cable show crew, a group of staff members and volunteers who help to produce our cable show, A Community of Elders. And, I’m also a member of the Elder Independence Fund Committee and the Outreach Committee.

Editor: What do you in your free time?

Sauca: I’m active at my church and in a women’s group in Wakefield. I’ve also been busy running the house lately! My three kids—all in their 20s—are all home this summer.