Front Desk Procedures

Booking Process

Whilst on the phone with client

• Confirm the clients designated time slot and frequency, advising that sessions are scheduled reoccurring, for 12 months.

• Advise client of session time structure

  • 1 hour session = 50 mins therapy + 10 mins note taking, with an additional 10 mins for planning and prep

  • 45 min session = 35 mins therapy + 10 mins note taking, with an additional 10 mins for planning and prep

• Inform client of cancellation charge policy for private & NDIS clients.

• Advise client that they will receive separate emails with links to complete and return and all forms must be returned prior to Initial session

  • Online Consent Form

  • Online OT Background Form

  • Online NDIS Service Agreement (Only if the client is NDIS funded)

For NDIS Client

• Request a copy of NDIS Plan, advising that a service agreement will need to be completed using details that are included in the plan

• Providing a copy of the plan is NOT MANDATORY

• If a client does not want to share copy of plan, we will still need:

  • NDIS Number

  • Plan start and end date

  • A budget (if plan managed)

  • Plan manager name (if plan managed only)

  • Goals for the clinician

• Advise the client that when plan/required information is received, we will prepare and email an online Service Agreement for them to fill out and return.

• Note: If self-managed – self managed clients do not need to provide a copy of the funding section of the plan, because we do not manage their budget, however we do request a copy, so we can access the plan dates and the clients therapy goals that are included in the plan.

For Private or Medicare EPC/CDMP Client

• Medicare:

  • Advise they will need to provide a copy of the Medicare EPC/CDMP Form prior to the initial session

  • Advise that the claim cannot be processed in clinic. They will need to pay the full amount in clinic, and process the claim via their own personal Medicare Express App.

• Private Health:

  • Advise that sessions cannot be processed in clinc. They will need to pay the full amount in clinic, and process the claim via their own Private Health Insurances portal/app/process if OT is included in their policy

  • Every policy is different and they need to check with their provider if they have coverage

Make booking in Halaxy

See “Creating a Booking in Halaxy” further down for detailed instructions on creating a new client in the Halaxy system.

Note: Reception staff in training may prefer to manually record booking details on the paper copy of Client Intake Form (JJOT, Reception, New or Returning client) and complete the booking in Halaxy at the end of the phone call.

At the End of Phone Call

• • If you have manually recorded the booking details on the paper copy of the client intake form, now is the time to enter the details and complete the booking in Halaxy. You will then need to complete extra details, listed in the following section

    • • Please aim to minimize use of paper and pen at work. Every step taken to minimize our carbon footprint helps!

  • Create a 60-minute personal note (colour – red #FF0000) titled ‘New Client’ next to initial booking to alert all staff the client is a new client/initial session

    • The note must confirm when all relevant paperwork has been sent

      • See Figure 3

    • This note must be reviewed and updated as forms are being returned

    • When all forms have been returned, the note must read ‘Paperwork complete’

      • See Figure 4

    • All paperwork must be complete prior to initial session

  • If you completed the Halaxy booking during the phone call, you will now need to complete extra details in Halaxy, listed below:

    • Record the client payment method in the ‘Alert’ field in the general tab of the client profile

    • This can be accessed by going to the client profile and clicking on Edit (Top right-hand corner of profile) and updating the Alert field and the alert colour field

      • See Figure 2 for reference

    • The appropriate colour coding is:

      • NDIS: Purple Heart (A dark purple - #5319E7)

      • NDIS Plan or Self-Managed: Perfume (Pale purple - #D4C5F9)

      • Private: Tango (Orange - #EB6420)

      • Medicare: Japanese Laurel (Green - #009800)

  • Start new email and

  • Send a service Agreement (NDIS clients only)

    • See “Sending Service Agreements (NDIS Clients Only)” 

  • Email relevant OT Background Questionnaire Form as discussed with the client during phone call

  • See “Emailing OT Background Form to Existing Client Starting New Service” for detailed instructions

Note: If the client is new to a particular clinician but an existing JJOT client, the personal note is to be titled ‘New to … [CLINICIAN'S NAME]’

Communication and Record Keeping

• Email/Teams/tell clinician to inform of new client booking

  • The message is to include the client’s start date and ongoing session time and frequency.

• Add new client as a contact in the clinic mobile phone

  • See “Adding a Client to the Contact List” for more detailed instructions

• Create Folder for Client on JJOT OneDrive

  • For Example: Folder name - Joe BLOGGS

  • Sub folders to include within main folder:

    • Consent

    • NDIS Paperwork or Medicare

    • OT

    • External Letters & Reports

    • Reception

• Email Consent Form (New Client Bundle) to client as discussed during phone call

See detailed instructions at “Deleting Appointments in Halaxy

• Navigate to the first appointment on the calendar that needs to be deleted

• Click on it to open the side panel on the right

• Click the “X” in the top right of the side panel

• Select “Delete appointment” radio button

• If the appointment is part of a series, there will be some options at the bottom of the window

  • If you only want to delete this single appointment, select “Just this appointment”

  • If you want to delete all the appointments in the series, select “This and all future appointments”

  • NEVER select “All past and future appointments”

• At the bottom of the window, click "Delete Appointment"

  • Emailing Consent Form known as "All Client Bundle"

Sending Service Agreements (NDIS Clients Only)

Plan Managed NDIS Clients

• Refer to client NDIS plan. Carefully read the CB Daily Section of the NDIS Plan taking note of the amount of money available

• Work out the amount of money out of this allocated amount, that the client will need for services with JJOT for the term of the plan

  • See “Calculating Budgets” for information on calculating budgets

• When budget is determined, prepare & email Service Agreement to client

  • See “Sending Service Agreements (NDIS Clients Only)” for more information

• When the client has returned the signed Service Agreement, save a copy to the client OneDrive file (Client NDIS paperwork sub folder)

• If client has checked box wanting copy of service agreement, email a signed copy to client for their own records

• Email a copy of the signed SA to the plan manager requesting confirmation that the required amount of money will be reserved for services with JJOT for the term of the NDIS Plan

• If/when email confirmation is received from plan manager – save a copy of the email to client OneDrive file (Client NDIS Paperwork Folder)

• Set up the Plan managers name & email address in the Funding Tab of the client Halaxy profile.

• See “Filling in Funding Screen for Medicare and NDIS Clients” for more information

Self-Managed NDIS Clients

• Follow the same process for Plan-Managed clients, leaving the budget field of the SA blank.

  • *Please note – a budget does not need to be determined or included in the SA for self-managed clients.

Calculating Budgets

To calculate the budget:

1. Multiply the number of weeks in the plan period by the hourly rate. For example:

• a. A 12 month plan with fortnightly service will be 26 weeks x hourly rate

• b. A 24 month plan with fortnightly service will be 52 weeks x hourly rate

• c. A 12 month plan with fortnightly OT and weekly speech will be (26 + 52) x hourly rate (or 78 x hourly rate)

2. Add the duration of any assessments we know we need to do x hourly rate

• a. If we know we need an assessment for 3 hours, add 3 hours to the hours calculated in the previous step

3. Add any travel time we know of

• a. If we know the client needs an additional 15m for travel per appointment, multiply the amount calculated in step 1 by adding a quarter

• b. If we know the client needs an additional 30m for travel per appointment, multiply the amount calculated in step 1 by adding another half

4. Then add 1 hour for the end of plan review report

Examples:

Table 1 shows the calculation for the budget for OT for weekly, fortnightly or monthly service. Please note that monthly bookings are actually booked in for every 4 weeks, not a calendar month and as such, there are 13 sets of 4 weeks in a year.

Example calculation of budgets using the method in Table 1:

• If we have a client who needs fortnightly OT and fortnightly AHA, the calculation would be:

  • • Fortnightly OT services including a report is $5,237.73

    • Fortnightly AHA services (hourly rate is $86.79) is $2,256.54

    • Total will be the sum of the two values above $7,494.27 including the OT report

• If we know client will need certain assessments, we can add them in at this point:

  • • Sessions needed for data gathering are usually taken from regular sessions so do not need to added again

    • For example, if client above needs 3 hours for BOT-2 (1 hour data gathering, 2 hours report) and 3 hours for a Vineland (1 hour data gathering, 2 hours report):

    • Above budget + 4 hours for reports = $7,494.26 + 4 x 193.99 = $7,494.27 + $775.96 = $8,270.22

Travel is also added in with the following rules:

• Example 1: A single client is seen at school and clinician leaves from and goes back to office which takes 10 minutes either way: Total travel is 20m, so 1/3rd hour added to appointment

• Example 2: Same as above, but two clients are seen at same site: Total travel is still 20m, so 1/3rd hour is added, but each client has half of this, 10m minutes each added to their fees

• Example 3: Clinician leaves for session from home. Trip to office is normally 20m, but this visit is 30m trip from home: We charge for the 10m. If trip back to office after session is 20m, then total is 30m.

• Example 4: The same as example 3, but 2 clients are seen in that trip, calculation is the same, but half (15m) is applied to each client

• Example 5: Clinician leaves to go to client 1 (20m trip), then travels to client 2 (10m from client 1) then heads back to office (15m). Total travel charged is 45m, but split between two clients

• Example 6: Clinician leaves from the clinic. Travel time there is 10m. Then the clinican goes straight home. Travel home after work is not billed to the client, so the total time is 10m.

Receiving & Processing Consent Form (New Client Bundle)

• When a new client consent form has been signed and returned, the notification bell (top right-hand of screen in Halaxy) will alert reception

• The consent form will need to be saved to the client folder on the JJOT OneDrive in the ‘consent’ sub folder

  • See “Receiving and Processing “All Client Bundle”” for more information

• Review the form, checking that all client details match the details already recorded in the clients Halaxy profile, making sure details such as name, phone number, DOB, address, and any additional client contacts are entered correctly

• Update/edit the client Halaxy profile to include the consent expiry date, by entering the consent expiry date in the ‘review Date’ field (see Figure 5 for the location of the review date)

  • Take note of the duration of the consent as specified by the consent form

  • Example: If the client has nominated 6 months, the consent expiry date is 6 months from when the form was signed

Complete Client Risk Assessment Details

• The client risk assessment details are recorded in the new client online consent form/new client bundle

• Alternatively, if the client has completed the forms manually, it will have been recorded on a separate risk assessment form

• This information needs to be recorded in the Excel Risk Assessment Register - COMING SOON

  • To access the register... COMING SOON

• Click on the ‘Add Assessment’ Field and follow the prompts to add all the relevant client details to the register.

• If a significant risk has been determined (anything classed as minor or above) and requires an action plan to be put in place to ensure client safety, the clinician will need to determine and update the tracker to include the means of prevention

• Reception is to email the relevant clinician/s to inform them of the pending action plan, and request they update the tracker when a plan/means of prevention has been determined

• When all details have been successfully added to the client’s individual register (no red highlighted fields), the client risk assessment is now complete for 12 months or unless circumstances change and the form needs to be reviewed prior

Processing Signed Service Agreements

• Download and save the signed service agreement as per “Retrieving and Saving Google Form Submission” 

• When a service agreement has been returned, the notification bell in Halaxy WILL NOT alert reception.

• To receive and process the signed service agreement, reception must view the service agreement form (Client Forms Folder) and check if the Reponses tab has been highlighted with the number of forms that have been returned by various clients. They can be viewed and processed individually by selecting ‘individual’ if there has been more than one form returned.

• The service agreement will need to be saved to the JJOT OneDrive client file in the NDIS Paperwork sub folder.

• See “Retrieving and Saving Google Form Submission” for more information

• For plan managed clients

  • Email copy of service agreement to plan manager

• For ALL clients

  • If check box stating they want service agreement copy sent to them is checked, email to client

• Add plan information into Excel tracker “Client” tab

• When the NDIS client has returned the Service Agreement, it is now time to create a service booking in PRODA

• See “Creating Service Bookings in MyPlace Portal” on page 29 for more information

• Enter Client & NDIS Details in the Excel NDIS Client Tracker

  • Located in Excel Tracker on “Clients” tab

    • See Figure 6

  • Budget not required for self-managed clients

  • Ensure that “Final Report” flags are clear for new plans

  • Ensure that correct clinician is selected

  • The clinician will inform you on the 'biannual report' date when relevant - until then, please ignore

• Filing Client Paperwork:

  • Once received, all client paperwork is to be saved to the client folder in the relevant sub folders

  • To create a new client folder, see “Creating New Client Folder” 

  • File name conventions: Client Initials – Name of Document – Date

    • Example: JB Consent 2022 - 2023) or (Example: JB SA 2022-2023)

  • Please Note: If client paperwork has been completed manually using paper forms, all forms are to be scanned, saved to file & then shredded

• Attach a copy of the background screen form and consent form to the clinical notes section of the new client’s Halaxy profile

  • This enables the clinician to have easy access to this information within Halaxy

  • See “Attaching Files into Clinical Notes” for detailed instructions

The new client booking procedure is now complete!

When a client changes clinician, it is important that the client tracker is updated to reflect the new clinician.

The following steps must be followed:

1. Change the booking in Halaxy to the new clinician as needed

2. Email or SMS the client confirmation of their new time, day, clinician and start date

3. Notify the clinician(s) of the changes

4. Change the clinician in the NDIS tracker (for NDIS clients)

Until such time that we have a clinician to take over from a departing clinician, there may be clients on a break. In this case, the senior/director must be assigned that client in the NDIS tracker.

If the client is then able to be placed with another clinician, please then follow the steps under heading ‘A Client Changing Clinician’ 

Discharging a client requires us to ensure that they no longer have any appointments booked upcoming, are set to discharge so that they no longer flag on compliance reporting and that we give them an opportunity to provide feedback.

The steps are as follows:

1. Remove all appointments from Halaxy (see “Deleting Appointments in Halaxy”)

2. Go to the clients profile and:

• a. Go to the appointment list and make sure there are no stray appointments booked

• b. Go to the general screen and to the right of their name, click “Edit”

• c. Change the Status from “Current” to “Discharged”

• d. Click “Save”

3. Create an email using the correct template and send it to the client

• a. For the correct template, see “Emailing Discharge and Feedback Survey to Exiting Client”

Halaxy

Creating a Booking in Halaxy

To create a booking in Halaxy:

• Go to the calendar and navigate to the clinician and time of the first appointment

• Click on the 15m block for the start of the appointment

  • If the appointment is to start at 10am, click on the 10am-10:15am block

• A side panel will open on the right (see Figure 7)

• Ensure “Clients” is the tab that is selected (see item 1 on Figure 7)

• Start typing in the clients name at item 2 on Figure 7

• If the client is an existing client in our database, their name will appear and you can click it

• If the client is a new client, you will need to click the blue option to add the client as a new client (see Figure 8)

  • Another window will open requiring you to add some information

  • You MUST include:

    • First and last name

    • Date of birth

    • Contact email

    • An address (click the button to add new address)

    • A mobile phone number (click the button to add a new phone number, and select “main” for main phone number to be used)

  • Click save when completed

• Scroll down in side panel

• Add appointment duration in minutes (include travel) (see Figure 10)

• If client is for Corio, online, or AHA select the drop down box and apply the correct appointment type

• Scroll down some more and click “repeat appointment” to apply repeats (see Figure 11 - Repeat Appointment Settings in Halaxy)

• Adjust settings as needed

  • Most common is fortnightly, so set the repeat interval to 2 weeks

  • Most common is to book until the end of the year

    • Click in “Specific date” field and select Friday of week before Christmas

    • If we are close to the end of the year, book to following year, but remember to go back and remove Christmas break appointments

• Click “Save”

• Open appointment

• Click on clients name to open profile

• Click on “General”

• Under “Contacts” click “Add a Contact” (see Figure 12)

  • Complete the following fields:

    • Relationship (item 1)

    • Name (item 2)

    • Phone number (item 3)

    • Email address (item 4)

    • Receive reminders and campaigns (item 5)

      • If the clients contact number is the same as the contacts, this MUST remain disables

      • If it is not the same, determine if this contact wants reminder messages and only enable if they do

    • Make Primary Contact check box (item 6)

      • This is where the contact is the primary contact for the client such as the parent/guardian

      • Other contacts might not be primary contacts

  • Sometimes, the contact is a parent or support worker who is already the parent or support worker of an existing client (or even a client themselves!)

  • If this is the case, start typing their name and when it appears, click it

  • Other times, it is a new person

  • If this is the case, type in their name and then click “Add New Contact”

  • Click “Save”

Deleting Appointments in Halaxy

• Navigate to the first appointment on the calendar that needs to be deleted

• Click on it to open the side panel on the right

• Click the “X” in the top right of the side panel

• Select “Delete appointment” radio button

• If the appointment is part of a series, there will be some options at the bottom of the window

  • If you only want to delete this single appointment, select “Just this appointment”

  • If you want to delete all the appointments in the series, select “This and all future appointments”

  • NEVER select “All past and future appointments”

• At the bottom of the window, click “Delete Appointment”

Emailing Consent Forms known as "All Client Bundle"

The “All Client Bundle” is a welcome email that is sent to new clients. It contains a welcome email body with a link to our digital consent form and a PDF attachment of a booklet that has information about Jibber Jabber as an organisation for the client to read if they wish. To send this bundle:

• Click on the client’s name in Halaxy to access the General tab in the clients Halaxy profile

• In the ‘Contact Details’ field on the right-hand side, you will see 3 icons. Hover over the first icon titled ‘Send an Intake Form.’

  • See Figure 13

• Click on this icon and fill out the relevant email details in each field as per the numbers shown in Figure 14:

  • 1. being sure to select ‘All Clients Bundle’ in the Intake Form Field, and template option ‘New Clients Intake Form’ in the Template field.

    2. “NEW Client Intake Form Template” is selected as the template

    3. Click “Send”

• Click on the links to go back to “Communication and Record Keeping” or “Booking Process”

Receiving and Processing "All Client Bundle"

When a client returns their all client bundle, Halaxy will provide a notification in the top right of the screen. This is shown as a number in a red circle above an icon of a bell. If you click on this icon, it will show you who has returned the bundle. See Figure 15 for an example but please note the name has been removed to de-identify the client.

To go to the bundle, click the clients name that is in blue (denoted as a blue box in Figure 15).

To retrieve and store the consent form:

1. In the client profile, go to the “General” tab

2. Go to the button that sends the consent form (see Figure 13)

3. In the window that appears (where you would send the form as per Figure 14), scroll down and click on the “+” next to the word “History”

4. Scroll down to the bottom of the data that has just appeared

5. On the line with the latest “All Client Bundle” that has a “View” button, click the “View” button

• See Figure 16

• If the date and “View” button is not present, the form has not been returned

6. There will be two tabs on the left called “Client Details” and “All Client Bundle”

   • Client Details is where the client checks their details. There have been instances in the past where the clients parent has replaced the clients name with their own name or DOB so check this to ensure that it has not happened

   • All client bundle is where the consent form resides. To check, click “All Client Bundle”

   • Take note of:

     • Question 5 which states in months how long the consent form is valid for, up to 12

     • Submission date (at the very bottom of the screen)

     • Question 9 which allows the client to opt out of having students on sessions

   • Click “Print” and set printer to “Microsoft Print to PDF” and click “Print”

   • A save file dialogue box will open, save the file in the clients folder in the “Consent” folder

   • Click the “Close” button

   • In the clients “General” tab, click “Edit” to the right of their name

   • Under “Review Date” enter the expiry date of the consent form

     • The expiry date is the submitted date noted above, plus the number of months the consent is valid for

     • For example, if the submitted date is 18 April 2023 and the consent form is valid for 5 months, the review date is to be 18 September 2023

Filling in Funding Screen for Medicare and NDIS Clients

To complete the funding screen for a client:

1. Go the client’s profile

2. Click on the “Funding” tab at the top

3. Click on “New Claim”

4. Under “Funder” type in the funder name

   • For Medicare this is “Medicare”

   • For NDIS this is “National Disability Insurance Scheme (NDIA)”

     • Do not use any other funder with “NDIS” or “NDIA” in their name

Next steps for Medicare:

1. Enter Medicare card number and Individual reference number (IRN) and card expiry date

   • This is usually on the EPC form we get with Medicare clients

   • Sometimes the IRN is not there, in this case, leave it blank

2. At the next window, click “Add Referral”

3. Complete the following information:

   • Referral type: CDM / EPC Referral (5 appointment(s), 12 months)

   • Referrer: Doctor on the EPC form

     • They are often already in our system, if they are new, click “Add Referrer” and complete screen

   • Limit: The amount of sessions allowed for in the EPC (max 5)

   • Date: Date on the EPC bottom right

   • Expiry Date: Leave blank

   • All other information: Leave blank

Next steps for NDIS:

Set the following:

1. Paying organization:

   • If agency managed or self managed, leave is “National Disability Insurance Scheme (NDIS)”

   • If plan managed, set to plan manager name

     • Most of these are already in our system. If we get a new one, click “Add” in the drop down and complete the form that appears

2. Leave “Invoice Schedule” blank

3. Reference number: NDIS Number on the plan and service agreement

4. Payer:

   • For NDIS and plan managed: Organization (new invoice, same patient)

     • The default in Halaxy is “Organization (existing invoice, same patient)” and this needs to change

   • For self managed: Patient

5. Click “Next”

6. Click “Add Referral” in the pop up

7. Enter the following information:

   • Date: Plan start date

   • Expiry Date: Plan end date

   • AUD limit: Total budget (for NDIA and Plan managed only, leave blank for self managed)

   • Coverage: All fee types

   • Check “Include cancelled appointments

   • Leave Recipient as “All practitioners”

8. Click “Save”

Attaching Files into Clinical Notes

To attach a file to the clinical notes of a client:

1. Go to the clients profile

2. At the top, click on “Clinical Notes”

3. At the top right, click “New Clinical Note”

   • If there is already a clinical note on the day needed, you may select this instead

4. Above the text box that appears there is a link to “Add File”, click this

5. Drag and drop the files, or click “Upload Files” to search for the files needing to be added

6. Click “Save”

Raising an Invoice that isn't for an Appointment

Sometimes we need to raise an invoice for something that isn’t an appointment. This could be for equipment, or for a non-face-to-face billable. To do this, in Halaxy:

1. Go to the Client list

2. Search their name

3. Click on their name when the search comes up

4. Click on the “Invoices” tab

5. Click “New Invoice”

6. Leave “Invoice type” as “Invoice”

7. Select the practitioner that has completed the work from the drop down

8. Click “Save”

9. An invoice screen will pop up

   • This invoice is billing the client, not a plan manager. We will look to change this after the fees are added

10. Click “Add Fee” (see Figure 17 for more information)

11. In the date field, enter the date of service

    • This is often the day it currently is, but sometimes it is not

12. Under “Fee” select the fee type

    • If it is an NDIS fee, we will be able to change the invoice to the plan manager or NDIS after adding the fee”

13. If necessary, change the total

    • If there is a “Qty” box, this will change the total of the invoice

    • Only change either the Qty or the final dollar figure, not both

    • For example, if fee is for a quarter of an hour and you change Qty to 0.25 and then change the dollar figure to $48.50 (One quarter of the rate at the time of writing this manual), then the system will change the fee to $12.13 which is incorrect as it takes a quarter of the $48.50

14. If the total has changed, change the “Rebate” to the same amount (except Medicare, leave the rebate as it is for this)

15. Click “Save”

Now, if the fee is for NDIS and the client is not self-managed, we need to change the invoice to be billing the organization. This is because the way the invoice was raised, the system assumes the invoice is being raised against the client and after adding the fee that NDIS is a listed payer, we can change the payer to the right organization.

To do this:

1. Click on the Gears Icon at the top right

2. At the bottom of the pop-up, in the box titled “Payer” it will say “Patient”

3. Change this to “Organization”

4. The organization will change to the organization set in the funding screen of that client (see “Filling in Funding Screen for Medicare and NDIS Clients” on page 22 for more information)

   • If the wrong payer is listed, the Funding screen is incorrect and needs to be corrected

   • If there is no Organization listed or drop down (and the funding screen is correct), then the wrong fee was used. Please check the fee to ensure it is an NDIS fee

After the invoice is correctly set up, it may be emailed to the relevant person

Emailing Invoices in Halaxy

To Email an invoice in Halaxy

1. Go to the Invoice

   • You may search the invoice number if you know it by using the “Invoices” screen accessible from the left hand side panel

   • You may navigate to the invoice by going to the client profile, invoices tab and finding it in the list

2. At the top right there is an envelope icon, click this

3. All the information will be pre-filled

   • If you need to email the invoice to a different email address than what is pre-filled, click the “Other” radio button above the email

   • However, if the address is wrong, you may need to investigate why

     • Check the clients email is correct

     • Check the clients plan manager is set correctly in the funding screen (see “Filling in Funding Screen for Medicare and NDIS Clients” on page 22 for more information)

     • Check that the invoice is set to the correct organization or payer (see “Raising Invoice that isn’t for an Appointment” on page 23 for more information)

4. Select the correct email body template

   • This completes the body of the email that the client will receive but doesn’t change the invoice

   • The default template that pre-fills is the correct template for a standard appointment invoice

   • For other invoices, there are templates for resources or reports

   • If emailing a receipt for a paid invoice, use the “Paid Invoice” template

     • Using the template does not mark the invoice as paid. This must have been done before

Microsoft Excel Systems

NDIS Payment and Reporting Tracker

Entering Claim and Payment Information in Excel Tracker

The Excel tracker is designed to pre-fill as much as it can to save time. Most things that are pre-filled and highlighted green can be edited if the pre-fill is not correct. Pre-fills work of the most commonly entered information but from time to time, this isn’t the right information.

To enter information into the tracker:

1. Go to the “Appointments” tab at the bottom

2. In column B we enter the date of the day we are on

3. Column C will then auto-fill to the same date. This is because most invoices are claimed on the day of service

   • If you are claiming an old invoice, or billable invoice from a different date, you may select and edit the date in Column C and change it to the date of the invoice

4. Enter the clients name

   • If they are saved in the client list, their NDIS number and plan expiry date will auto fill in yellow (cannot be edited)

   • The hourly rate will also prefill into column G and default to one hour as this is the most common amount. If you need to change the amount, select the cell and write the amount needed

5. Enter the Halaxy invoice number (found at the top of the invoice)

6. Enter the request number after claiming

7. The cell in column J will turn red to highlight that it is empty

   • Once payment is made, double click the red cell and it will auto-fill to the same amount in column G

     • If the amount paid differs from the amount claimed, the cell will stay red

     • Check for either:

       • An error in Column G

       • An error in the claim

     • Correct as needed

Updating and Invoicing Billables in the Excel Tracker

JJOT’s NDIS invoicing tracker also keeps track of billable activities that clinicians sometimes do. To see the latest invoices that need raising:

1. Head to the “Billable Tasks”

   • You will see a series of yellow (un-editable) and green (editable) cells

2. The yellow cells contain important information for the invoice. These are:

   • The date the service was completed

   • The clinician that completed the work

   • Who the client is

   • What was done

     • At the end of this entry, there will be a set of brackets. This is how long it took to complete

3. The green contains a check box to know if the billable was invoiced and a place to put comments

4. To see if there are new billables, click the “Get Latest” button at the top

   • The tracker automatically checks for billables when it is started

   • When it is completed, it will advise you how many new billables were found

To raise an invoice for the billables, you need to go to Halaxy and raise the invoice. See “Raising Invoice that isn’t for an Appointment” on page 23 for more information.

Windows

Windows is a very flexible system that has many different ways to complete any given task. There is no “right” or “wrong” way to do something, however there are sometimes ways that are faster, but also ways that are just easier to remember. This manual will provide a few common methods and the user can choose which method they prefer.

Terminology

To understand how to use Windows and correctly apply the terminology. A few common terms are:

• Folder

  • This is a location on the system

  • Folders are denoted with a yellowish icon

• Files

  • An item on the computer that contains data, such as a word document, or PDF document

  • The icon for these can vary depending on what the file is

    • For example, a document we can edit in word will usually have a blue “W” as this is the Microsoft Word logo and Word is used to edit the file

    • A non-editable PDF will be white and red with a very small Adobe logo in it as this is Adobe’s logo and Adobe is used to read the file

• The best way to imagine what a folder and file is:

  • Imagine your computer is a desk and on this desk there are documents. Those documents are “Files”

  • Also on your desk is a lot of manila folders that you can organize files into. They are “Folders”

    • If you squint, you can see that the yellow icon is actually a picture of a small manila folder

  • In this scenario, you can place manila folders containing files inside other manila folders containing files

    • This is called “nesting folders”

    • This can also be done on a Windows system

• Save

  • The act of telling the computer to update a file that is being edited so that the edits are stored now

  • If you do not save and the computer has a system error, data can be lost

  • Typically only needed for Microsoft Word, Excel, and other Office suites

    • You can save by clicking the little blue disc icon in the top left

      • This is not a round disc, it is a floppy disc which is a throwback to the 80’s and 90’s computer system

    • Alternatively you can press and hold “Ctrl” and “S” together

  • Online systems accessed through a Browser typically update live, unless you can see a “Save” button

• Browser

  • A program that allows you to access web sites

  • We use Google Chrome which is located on our task bar in a round icon with a blue centre and red, green and yellow outer ring

Creating a New Client Folder

To create a new folder for a client:

• Open Windows Explorer

  • This can be done by:

    • Clicking the yellow and blue “folder” icon in your task bar

      • If there is already an instance of explorer open, you can instead select one of these to use, or right click the icon and click “File Explorer”

    • Pressing and hold the “Windows” button (between Ctrl and Alt on the left side of the keyboard) and “E” together

    • Find “My Computer” on your desktop and double click it

• On the left hand side, under “This PC”, select the server drive designated “JJAHNAS (Z:)”

• Double click the “CLIENTS – Shortcut” icon in this window

• Select the folder “~New Client Template Folder”

• To copy the folder you can either:

  • Press “Ctrl” and “C” at the same time with the folder highlighted

  • In the ribbon at the top of the window, click “Copy”

  • Right click the folder and click “Copy”

  • The computer will NOT positively confirm that it has copied, the screen will not change at all

  • A “copy” is now saved in what is called the “Clip board” and is ready to be “Pasted” somewhere else

• To paste the folder you can either:

  • Press “Ctrl” and “V” at the same time with the Clients folder open on the screen

  • In the ribbon at the top of the file explorer window click “Paste”

    • If the “Paste” button is greyed out, this is because nothing is copied on the clipboard. Please start the process of copying a folder again

  • Right click on the white space on either side of the blue bar surrounding the selected folder and click “Paste”

• Windows will then select the newly created folder called “~New Client Template Folder – Copy”

• Right click on this folder and click “Rename”

• Type in the clients name with a fully upper case surname and press “Enter”

• If you then double click on this folder, you will see that the correct folders are already in place inside this folder

Google Forms

Generating a Link to Background Forms

• In Google Chrome, open a new tab and in the Bookmarks bar, select the folder titled “Client Forms” then select the correct Background form

  • The Bookmarks bar is directly below the bar where the web address is shown

  • If this is not visible, make sure Chrome is the active window by clicking on the blue bar at the top, then press and hold ctrl+shift+b on your keyboard

  • There are 4 forms available (see Figure 22 on page 31), select the appropriate one based on the service(s) and age of the client

    • If client is beginning both services, both forms must be sent

• On the page that loads, click the “Send” button

  • As per Figure 23 on page 32, select the hyperlink icon (denoted by number 1), click “Shorten URL” (denoted by number 2) and then click “Copy” (denoted by number 3)

  • This will copy the link onto the Windows Clipboard to be pasted elsewhere (similar to right click → copy or ctrl + v)

Retrieving and Saving Google Form Submission

• When a Google Form has been returned, the notification bell in Halaxy WILL NOT alert reception as it is not a Halaxy system

• Google Forms need to be routinely checked

• To check, open new tab and use bookmarks bar to navigate to background form

• In banner at the top, if there are responses there will be a number next to the word “Responses”

  • To receive and process the returned form, click on “Responses” (See area denoted by number 1 on Figure 24 on page 33)

  • On the screen this goes to, click on “Individual” (See area denoted by number 2 on Figure 24 on page 33)

  • The form will need to be saved to the JJAH Z Drive client file in the relevant area by clicking the printer button below the word “Individual” and using the Print to PDF function

    • If there is more than one returned form, use the drop down on the left of the printer icon to select the correct

    • To save form in the correct location, in the Z drive in the individual client’s folder:

      • Service Agreements: NDIS

      • Screener forms: OT or Speech depending on which discipline is being submitted

Mobile Phone

Our phone system utilises an Android Phone to ensure that our data is safely backed up on a Google System. This includes our contact lists and data on the server being available on the Google Drive. It also ensures easy and loss-free upgrades to newer handsets as needed. The following is the processes required to add data on our phone system.

Adding a Client to the Contact List

• On the home screen, touch the “Contacts” icon

• Find the “Add” button

  1. Often a button with a “Plus” located at the bottom right

• Complete the following information on the screen

  1. First name

  2. Surname

  3. Phone Number

     • When inserting details, change “Label” from “Mobile” to other and put name and relationship of owner of contact details

     • Example: If John and Jill Smith’s Mother is Francine Smith, change label to “Francine Smith (Mother)”

     • See Figure 25 on page 34 for an example of how Jibber Jabber’s contact details are saved showing both sites with a custom label

  4. If there is multiple contacts, such as dad or a support worker, they can be added under the same contact with a different label

     • See Figure 25 on page 34 for an example of how Jibber Jabber’s contact details are saved showing both sites with a custom label

  5. This ensures the name of the person calling also appears on the phone as it rings

  6. Email address

• Notes:

  1. Save client in phone as the client’s name, not the parent or carer’s name

  2. If client is a minor and phone contact detail belongs to guardian, still put clients name

  3. In event of siblings, place both names: ie. John and Jill Smith. Do not create duplicate contact

Click on the links to go back to “Communication and Record Keeping” or “Booking Process”

Emails

Emailing a Signed Service Agreement to the Client/Parent/Caregiver

Hi (client/parent/caregiver),

Thank you for returning (client’s first name) signed service agreement.

As requested, please find attached a copy for your records.

Warm regards, (Your name)

Emailing a Signed Service Agreement to the Plan Manager

Hi Team,

Please find attached the Service Agreement made between Jibber Jabber Allied Health and mutual client, (client’s full name).

Please confirm that you are able to reserve ($...) to cover speech therapy services (and/or) occupational therapy services with Jibber Allied Health for the term of (client’s first name) current NDIS plan.

OR

If the allocated budget is stated in the plan CB daily section of the client’s NDIS plan…

Hi Team,

Please find attached the Service Agreement made between Jibber Jabber Allied Health and mutual client (client’s full name).

Please confirm the amount of $.... has been reserved as stated in (client’s first name) NDIS plan, to cover speech therapy (and/or) occupational therapy services with Jibber Jabber Allied Health for the term of the plan.

We look forward to your reply, thank you!

Warm regards, (Your name)

Emailing OT Background Form to Existing Client Starting New Service

Hi (Client/Parent/Caregiver),

Please follow the link below to complete and return the (Occupational Therapy Background Questionnaire and/or Speech Therapy Background Questionnaire) at your earliest convenience, prior to (clients first name) initial (SP/OT) session with (clinicians name) at Jibber Jabber Allied Health.

The link to the background form can be found at: (Link found by following steps in “Generating Link to Background Form” on page 31)

Please call the clinic if you have any questions or concerns, otherwise we look forward to meeting (clients first name) on Monday the 5th of January @ 10.00am.

Warm regards,

Emailing Discharge and Feedback Survey to Exiting Client

Hi (Client/Parent/Caregiver),

On behalf of the team, we would like to thank you for being a part of Jibber Jabber Allied Health during (clients name) therapy services. We wish you and (clients name) all the best. If you require any additional information or support, please get in touch.

If you would like to provide any feedback for our ongoing improvement, please follow the link to complete and return our client feedback survey: https://forms.gle/3hryJTHhDf5EtGcu9

Your feedback is very much appreciated, thank you!

Warm regards,

Other Email Templates

Emailing Initial/Final Medicare EPC Reports to the GP

Dear Dr (…..),

Thank you for your referral.

Please find attached the (Initial/Final) Medicare EPC Report for (Clients full name).

Warm regards,

Emailing a Response to a Therapy Enquiry

Hi (….),

Thank you for your enquiry!

A referral is not required to receive services with Jibber Jabber Allied Health. However, we are currently at full capacity and have waiting lists for both Speech Therapy and Occupational Therapy.

There is a (two-year) waiting list for speech therapy and a (nine-month) waiting list for Occupational Therapy.

In order to be placed on our waiting lists, we have a screening process in place to ensure we are the most suitable service provider for the client. This involves a phone call to the clinic, and one of our administrative assistants will complete a screening form with the client/parent or carer, over the phone.

If you would like to proceed, please call the clinic on the phone numbers below.

0422 755 004

Warm regards,

Text Message Templates

Text messages must have a professional layout with proper spacing, Grammar and spelling.

For example:

Hi Jill,

(Enter)

Message…..

……………….

………………

(Enter)

Warm regards,

(Enter)

Cherie – Reception

Joyful Journey OT

1. Open remittance email

2. Find Invoice number on Remittance Notice.

3. Open Halaxy, select Finances then Invoices.

4. Type in Invoice number or clients name and surname from the Remittance notice.

5. Open Invoice in Halaxy.

6. Match name on Remittance notice to Invoice on Halaxy.

7. Select “Mark as Paid”.

8. Under method, select from the drop down “NDIS”.

9. Double check the Halaxy invoice “amount” matches with the Remittance notice.

   • If it doesn’t match adjust accordingly and make note

10. Select “Save”.

11. Move Remittance notice email into the “Remittance Notices paid” folder.

Service Agreements

Completing a Service Agreement received in G-mail/Response’s.

1. Open https://docs.google.com/forms/d/13-XuKqa7tUDz_RVlCt9_2U441R6fQ6f8XVk76dS5zg4/edit?pli=1

2. Click on the 'responses' tab and 'individual'

3. Select the printer icon and change the print option to Save as PDF – select save.

4. When the “save screen” appears change title to the first initial of the first name and surname of client “Service Agreement” and year. Eg: A.B Service Agreement 2024.

5. On the side bar select C:\Users\joyfu\OneDrive - Joyful Journey Occupational Therapy\JJOT\CLIENTS

6. Then select the client name.

7. Save in the NDIS folder.

8. Go back to the “responses” tab.

9. Select delete.

Completing a Service Agreement hard copy

1. Read through document to make sure it is all signed.

2.  Scan document. The scanned document folder will automatically open (C:\Users\joyfu\Pictures\ControlCenter4\Scan)

3.  Select file and open document.

4. Select “File” in top right-hand corner and “Save as” then “Choose a different folder”.

5.  Change title to the first initial of the first name and surname of client “Service Agreement” and year. Eg: A.B Service Agreement 2024.

6.  On the side bar select C:\Users\joyfu\OneDrive - Joyful Journey Occupational Therapy\JJOT\CLIENTS

7.  Then select the client name.

8.  Save in NDIS folder.