📢 Staff Update
Email Usage Update (MCMC Reception)
Outlook has now been installed on the MCMC reception computer:
- 📩 customercare@aimhealth.com.au → Please check and reply using Outlook
- 📩 reception@aimhealthmelbourne.com.au → Continue using Webmail to log in and download forms
Joe will assist with installing Outlook at the 1253 reception in the next step.
MiAid Booking Process & “Reply All” Reminder
Recently, MiAid staff have been sending emails requesting assistance with patient bookings.
MiAid is a travel insurance company with consulting rooms at MCMC, similar to Assist Card.
The usual workflow is:
- They send an email to request a booking
- The patient attends a face-to-face consultation
- After the consultation, we invoice MiAid
We are currently discussing with MiAid whether their staff can book directly through Healthengine to reduce delays caused by email communication.
⚠️ Until a new process is confirmed, please ensure MiAid booking emails are checked promptly.
⚠️ Important reminder:
Previously, when replying to a MiAid booking request, only “Reply” was selected instead of “Reply All”, so the person responsible for follow-up did not receive the email. Although an appointment was reserved, the patient did not attend.
👉 When replying to emails, always confirm whether Reply All is required.
Correct Process for Reprint / Email Receipt
When a patient requests a receipt reprint or email receipt, please follow these steps:
- In Account History, tick ✅ Show payments/deposits
- Highlight the purple payment row
- Then select Email or Reprint
⚠️ Only this method sends a Receipt (proof of payment).
If the payment row is not highlighted, the system will send an Invoice instead of a receipt.
This prevents patients from claiming and results in repeated follow-up at reception.
Medibank / ahm Claiming Method
Although Medibank/ahm claims can be processed via:
- Physical card through HICAPS, or
- Online claiming portal
We strongly recommend patients bring their physical card for HICAPS processing.
Reasons:
- Easier reception workflow
- Higher success rate if patients see multiple doctors on the same day
- Reduces post-claim issues
Usual Account Selection Rules
⚠️ Non-Medicare patients
→ Select Schedule Fee under Usual Account in Patient Details.
⚠️ Patients with Medicare
→ Usual Account must be either:
- Direct Bill, or
- Full Fee / Non BB
❌ Do NOT select Schedule Fee, as it may cause billing errors and Medicare claims may fail.
Dr Kathleen Appointment Book
Dr Kathleen currently has two appointment books.
⚠️ When charging FVG or gap fees, the Location must always be selected as MCMC.
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