Questions and answers
Here are the questions raised during the session, with answers from the Visualcare team. Similar questions have been combined.Claiming and reconciliation
Can we delete a claim once it has been submitted?
Can we delete a claim once it has been submitted?
This can’t be done from Visualcare, and we recommend against it if you have submitted the claim to PRODA. If you have accidentally moved a claim from Draft to Submitted status, we can roll it back for you. Please send a request to Support.
Where can we find common errors for End of Life, Restorative Care, AT or HM claims?
Where can we find common errors for End of Life, Restorative Care, AT or HM claims?
Common claiming errors and fixes, including AT-HM wraparound codes and the Restorative Care funding source column, are listed in SAH claiming troubleshooting.
If we receive a partial payment from the government, how should we record it?
If we receive a partial payment from the government, how should we record it?
After you upload the reconciliation file, partly paid items are flagged on the review screen and the claim moves to Partially Paid. When you generate invoices, Visualcare creates separate Government (INVG), Client Contribution (INV) and Gap (GAP) invoices.Set the payer on each GAP invoice. This is done one invoice at a time and doesn’t carry over from the previous month. Depending on your arrangements, the gap might be invoiced to the participant, another payer, or written off in your finance system.See Gap payment workflow.
Can the GAP portion be reclaimed from Services Australia in the next quarter?
Can the GAP portion be reclaimed from Services Australia in the next quarter?
The claim is made against the service delivery date. If you claim again in the next quarter, the service date is still in the original period and Services Australia will reject it.See Why is an item only partially paid or not paid?
If a gap shouldn't have been a gap, do we re-enter the expense or reuse the claim reference?
If a gap shouldn't have been a gap, do we re-enter the expense or reuse the claim reference?
A gap is usually due to the participant not having available funds for the service on the service date. To claim the remaining amount, enter a new expense item for the shortfall.See Why is an item only partially paid or not paid?
A gap invoice shows as Paid on Data Export. What is the correct status?
A gap invoice shows as Paid on Data Export. What is the correct status?
On Data Export, the Claim Status refers to the whole claim, so it can show as Paid even when an individual item wasn’t fully paid. The Claim Item Status for that item could be Rejected or Partially Paid.If something still doesn’t look right, send the participant and service delivery date to the helpdesk and we’ll take a closer look.See Invoice statuses.
Invoicing
Why are we getting several invoices for the same participant in the same month?
Why are we getting several invoices for the same participant in the same month?
Create invoices from the Invoices tab, for example by selecting the month and creating them in bulk. Don’t create invoices from the reconciled claim page, as this creates multiple invoices.
Why does the client contribution invoice show 1 unit instead of the number of hours?
Why does the client contribution invoice show 1 unit instead of the number of hours?
This is expected behaviour. The contribution invoice shows one unit of client contribution rather than actual hours, because showing actual hours would make the hourly charge rate for that item misleading. Participants should refer to their statement for the breakdown of hours and amounts.
Can we customise the invoice number? It gets cut off when importing to MYOB.
Can we customise the invoice number? It gets cut off when importing to MYOB.
The team is currently looking into this issue with invoice numbers on MYOB exports.
What does the error 'HTTP 200: Invoice not of valid status for modification' mean?
What does the error 'HTTP 200: Invoice not of valid status for modification' mean?
This is something we are looking into. If you haven’t already sent a helpdesk ticket about this error, please do, so we can monitor it and let you know once it’s fixed.
How do we fix an invoice that won't export because of a missing service accounting code?
How do we fix an invoice that won't export because of a missing service accounting code?
Hover over the error to see the reason. Then set the Accounting Code on the service in Maintenance → Services and refresh the Invoicing screen.Invoices exported by CSV can be downloaded more than once. Invoices sent through a finance system integration can only be sent once, because they then exist in your finance system.
Statements
If we recreate an old statement, will the balances be correct for that period?
If we recreate an old statement, will the balances be correct for that period?
Regenerated statements for past periods display the balance as of the current or most recently updated Services Australia API balance.
Why does the statement remaining balance show the same amount as total funding?
Why does the statement remaining balance show the same amount as total funding?
This is usually a timing issue where the participant’s budget wasn’t refreshed before the statement was generated. The budget refreshes when you open the SAH tab on the participant profile. After reconciling each month, we recommend requesting a bulk refresh from Support at support@visualcare.com.au.Check the draft statement first. If the balance hasn’t updated, refresh the budget and regenerate the statement.See Budget summary.
Why do items on the statement show as Pending?
Why do items on the statement show as Pending?
This happens when not all items are reconciled before the statement is generated, for example items still in a Draft or Submitted claim. Reconcile everything for the month before generating statements.See SAH monthly statements.
Why don't we see the unused funds from the previous quarter?
Why don't we see the unused funds from the previous quarter?
This has been released, and statements now show unspent funds from the previous quarter. See the Visualcare changelog for details.See Budget summary.
How can we tell whether a pending item is from a previous quarter?
How can we tell whether a pending item is from a previous quarter?
All transactions on the SAH statement use the service delivery date. Check the date on the pending line item to see whether it’s from a previous quarter.
What does 'Expenditure outside this period' mean?
What does 'Expenditure outside this period' mean?
Each statement covers one calendar month (for example 1 to 31 July). Because budgets are quarterly, Expenditure outside this period shows spending in the same quarter that falls outside the statement month. For example, a July statement may show August or September spending.This can happen when claims for the following month are made before the previous month’s statement is generated. For example, if August claims are made before the July statement is generated and the budget is refreshed after those claims, they may be included in the available balance on the July statement.The team is reviewing how statements calculate balances, and how this can be improved while staying accurate and aligned with Services Australia.
If an expense was claimed after the statement was sent, can we recreate it?
If an expense was claimed after the statement was sent, can we recreate it?
Statements in Draft can be recreated, either for one participant (Recreate on their statement) or for the whole month (Recreate all). Send Statements only sends statements in Draft status, so participants who have already been sent a statement won’t receive another for that period.
Why isn't the participant's classification level shown on the statement?
Why isn't the participant's classification level shown on the statement?
The statement is built on the Services Australia template, which doesn’t include the classification level.
Why are the details for Ongoing and Restorative Care funding the same on the statement?
Why are the details for Ongoing and Restorative Care funding the same on the statement?
This is an issue the team is looking into. Only the transactions appear in both sections. The balances in each separate summary correctly reflect the government balances, provided budgets have been refreshed.
Can the statement include a description, especially for expenses?
Can the statement include a description, especially for expenses?
The Supplier field comes through to the statement. You can add detail here, along with the supplier name.
The statement ZIP only has All statements and Post folders. What about participants set to Post and Email?
The statement ZIP only has All statements and Post folders. What about participants set to Post and Email?
Statements are delivered using the communication preference on the client profile’s Billing Preferences tab. Participants set to email are emailed automatically when you click Send Statements. The ZIP file has two folders: one with every statement for the month, and one with statements for participants set to post.
Why do exited or deceased participants appear in statements, errors and reports?
Why do exited or deceased participants appear in statements, errors and reports?
Providers can claim for services delivered up to 60 days after a participant’s departure date, so you may still need to generate statements for exited participants for up to two months. For participants who have passed away, we know a statement can cause distress for families. Our product team is scoping an offboarding process that handles both situations, and we have requested a filter by client status on the Statements page.In the meantime, you can either:
- Set the participant’s communication preference to Post on the Billing Preferences tab, so their statement goes into the ZIP file instead of being emailed
- Untick them before you generate statements for the month
Dashboards and care management
Why does the dashboard show a participant in negative before reconciliation?
Why does the dashboard show a participant in negative before reconciliation?
The figures can look wrong between Services Australia paying a claim and you reconciling it in Visualcare. The available balance drops as soon as Services Australia pays, but the items stay in Committed Funds until the claim is reconciled. During that gap, usually three or four days, the estimated remaining balance can look as if the funds have been counted twice.Once you reconcile, the committed funds move to Claimed and the balance recalculates correctly.See Understand the budget figures.
How do we get future expenses like meals and nursing consumables to show in Planned Spend?
How do we get future expenses like meals and nursing consumables to show in Planned Spend?
This is currently with the product team.
Can we see the remaining care management balance for the quarter?
Can we see the remaining care management balance for the quarter?
The Visualcare Support at Home dashboards show how much care management time has been delivered and when it hasn’t been delivered, but they don’t include a care management balance remaining to claim.