Healthcare
virtual assistants

Works the Medicare Online processing and payment reports inside Best Practice, Medical Director or Zedmed: ticks paid claims against the bank deposit and pulls rejections into an exceptions list. Looks up the three digit reason codes and four digit return codes, corrects the data error and resubmits, or refers the claim back to the practitioner. Anything that can only be done in HPOS goes to the onshore person who holds the PRODA account.

Runs the recall and reminder queues in Best Practice, Medical Director or Zedmed against the practice's written protocol: cervical screening, immunisations, chronic condition reviews, and results marked for recall by the practitioner. Sends the SMS or letter, records the contact attempt, and escalates non-responders.

Watches referral dates: twelve months from a GP, three months from a specialist, and indefinite referrals where they apply. Flags appointments booked against a referral that will have lapsed by the consult date, requests the replacement from the referring practice, and files it to the patient record.

Books the recall cycle around GP Chronic Condition Management Plans and their reviews, and collates the patient's existing history, medication list and recent results into the practitioner's worklist so the GP has the file in front of them before they prepare the plan. Tracks the allied health referrals issued under the plan and the sessions used against them, and diarises review due dates for the practitioner to action. The plan itself is prepared by the GP, with in-practice assistance only from a practice nurse or Aboriginal and Torres Strait Islander health practitioner working under their supervision.

Works the MyMedicare registration queue: sends and tracks patient registration links and checks the attendance history that supports eligibility — two face-to-face visits with the practice in the previous twenty-four months, reduced to one visit for practices in MM 6 and 7, with exemptions for residential aged care residents and patients facing hardship, homelessness or family and domestic violence. Keeps the practice's details current in the Organisation Register, including the Bulk Billing Practice Incentive Program listing available from 1 November 2025.

Raises and reconciles invoices outside Medicare: reconciles the HICAPS and Tyro Health Online settlement against the day's transactions and chases what did not settle, lodges online private health fund claims where the fund supports them, raises DVA accounts against the relevant discipline fee schedule including the items that need prior financial authorisation, and prepares WorkCover and CTP insurer invoices with claim numbers and approval letters attached. Follows up the ones sitting unpaid past terms.

Downloads and matches incoming documents from Healthlink or Medical Objects to the right patient file, names them to the practice convention, and routes them to the treating practitioner's inbox. Files only after the practitioner has marked the result actioned, never before.

Fills cancellations from the waitlist, holds the right appointment lengths for long consults, procedures and care plan reviews, and rebuilds the day when a practitioner calls in sick — moving patients, sending the notifications, and reconciling the online booking feed from HotDoc or HealthEngine.

Sets up the patient demographic record, runs online patient verification inside the practice software to check the Medicare card number, individual reference number and expiry, records concession and DVA card details, files the completed new patient form, and requests the transfer of records from the previous practice.

In a Cliniko, Splose or Halaxy practice, manages the treating diary and its billing: applies the correct fee schedule to each appointment type, processes patient claims through Tyro Health Online, tracks the number of sessions used against a referral, and issues receipts.

Keeps the evidence folder current for RACGP Standards accreditation: cold chain temperature logs, calibration and expiry checks, staff immunisation and police check records, complaint and incident registers, and the policy review dates. Assembles the pack ahead of survey and chases the gaps.

Runs the aged debtor report from the practice system, sends the reminder sequence on private accounts, matches remittances to invoices, resolves short payments where the fund paid a lower rebate than billed, and prepares the write-off list for the practice manager to approve.