Frequently Asked Questions
Q. How long is each session for sessional consulting?
A. Each session goes for 4 hours. The morning session is 8:30am – 12:30pm and the afternoon session is 1:00pm – 5:00pm on weekdays.
Q. Can I consult on a Saturday?
A. Yes, we have the same consulting sessions available on Saturdays as we do on a weekday.
Q. Can I consult on a public holiday?
A. You can consult on a public holiday by mutual arrangement.
Q. Can I consult all day and do you have a special daily rate?
A. You can book an all-day session. There is a special daily rate for this and a discount applies if you book an all-day session each week.
Q. What services are included in the sessional rate?
A. We offer a meet and greet service and collect your patient fees.
Q. Is it easy for my patients to find?
A. Yes – your name will be listed in the foyer on the specialist listing and your name will be at the door of the consulting suites waiting room. All of these are displayed permanently, not just when you are at our office.
Q. Can you offer a more comprehensive service?
A. Absolutely. We offer all services from taking calls, right through to operation bookings, Eclipse billings, transcription services and anything else you may need. More detail of our services is provided below.
Q. Can I have my own dedicated phone line that is answered in my company name or do I simply fall under your company umbrella?
A. You can absolutely have your own phone number and line that is answered as per your instructions. For example: “Good morning, Dr. Smith’s rooms, Jane speaking….” Or “Good morning, Smith ENT and Audiology, Jane speaking…”. If you choose not to have this feature, the phones will simply be answered as “Specialist suites, Jane speaking….”.
Q. What about after hours calls?
A. Our phone system allows patients and specialists to leave a detailed message that will be returned within four business hours, however most calls are replied to first thing the next business day.
Q. Do you use my preferred software on my IT system or am I required to use yours?
A. This can be done a couple of ways. The software we use here is Zedmed and we can happily make appointments and record all patient details. Alternatively, we are also proficient in other medical software packages and have the capabilities of remotely logging into your system and keeping it up to date. This allows you to view your schedule ‘live’ at any time.
Q. What about IT security and back ups?
A. We have a Cloud based professional server with advanced monitoring, scheduled preventative maintenance, managed antivirus software and patching and regular reporting. The server itself has ultra fast storage on which upgrades/downgrades can be made at any stage. We also have advanced file back up storage with ten years retention, secured by using bank grade security (AES256 bit encryption) to protect the privacy of all sensitive information. Obviously, should you choose to use web based software then back up and security of data external to our server is your responsibility. On site, we use thin client terminals with scanners and printers.
Q. Can I use your system and server?
A. Absolutely. You will need to purchase a dedicated Zedmed licence (we can organise this for you) and you can log in remotely to our secure system. Your information will be backed up for you as well.
Q. How does the medical administration model work?
A. We can answer all of your incoming calls, make and change appointments, upload referrals and relevant documentation to client files, and confirm appointments. We can invoice and collect payments from patients, process all receipts into your nominated system, submit the Medicare on-line rebate request for the patient, if required, and issue them with the benefit statement or invoice receipt for their consultation. We can also co-ordinate all aspects of operation bookings – hospital theatre bookings, anaesthetist and assistant allocations, elective admission forms, public admission forms and any other associated paperwork. We can also liaise with patients on your behalf regarding pre-operative preparation and complete health fund checking. We use Eclipse on line billing for health funds, ensuring that all fee schedules (including Medicare) are up to date.
Q. Can you help with the Medicare and Eclipse paperwork (such as registering for gap payments with health funds, provider number application, LSPN applications etc)?
A. Yes, we can assist in this area, lodge the paperwork and liaise on your behalf.
Q. What happens if an Eclipse invoice gets rejected?
A. We will liaise with Medicare and / or the private health fund to sort out the issue and resubmit the claim. And we charge on a receipt basis – so we don’t get paid until you do.
Q. Will I be required to have another provider number?
A. If you only use our services for sessional consulting only and have your main office at another location then no – the provider number you use at your own location can be used when consulting with us. If you use our comprehensive services , where sessional consulting and all administration is done from our offices, then yes you will need a new provider number for this location (and we can assist with the application paperwork).
Q. What about a site certificate?
A. As with a provider number, the site certificate is required for each location you consult at. You will also be allocated a minor ID by your software vendor, should you choose to use your own software.
Q. What if I bulk bill?
A. We can lodge your bulk billing batches on line for you.
Q. How will I get paid the patient funds?
A. Any payments collected by you will be fully reconciled to your consulting list and one sum transferred via EFT into your nominated account on the following business day. Alternatively, we can collect payments using your own EFT terminal.
Q. What about Eclipse payments?
A. All funds paid via Eclipse will be deposited directly into your nominated account. The payment advice will come through to us (if you choose this method) and we will advise you of what has been paid, the amount and by which private health fund.
Q. Do you need any paperwork from me?
A. Yes – We need a copy of your certificate of currency for medical indemnity insurance and a copy of your current APRHA registration. This will need to be resubmitted each year that you use our services.
Q. Do you offer any other services?
A. We offer transcription services for your correspondence, as well as book keeping services and bank reconciliations. We can also provide reports on billing, receipting, debtors, creditors, GST and payroll if you require. Other clinical reporting services include recalls, referral doctor statistics, DNA letters and many others.
Q. Can we meet to discuss any further needs?
A. Of course. We can arrange a meeting at your convenience to give you a tour of our rooms and facilities and discuss any further business needs you may have.