Meeting Date: September 16, 2025
Refund Process
-
- Refunds must be processed through Takirah, with Rajiv as backup if she is unavailable.
- A standardised process for handling cancellations and refunds is required.
- Clients must be emailed about refund decisions following meetings.
Bulk Billing Policy
- Bulk billing is discontinued due to high demand and client issues.
- Psychologists must charge a minimum of $120 per session.
- No new bulk billing clients will be accepted.
- Existing bulk billing clients will continue under their current arrangements.
Client Payment & Medicare Rebates
- Clients must pay upfront.
- Medicare rebates are typically processed and received within two business days.
- Minimum charge for sessions is $120, with a $20 gap fee applied where relevant.
- Some clients may not be entitled to rebates if session limits are exceeded.
WorkCover Client Management
- Christine ensures all WorkCover client approvals are on file.
- Christine verifies and updates WorkCover client details.
- Jerusha and Aliza must call case managers directly for approvals.
- Electronic copies of referrals are preferred; physical paper referrals are discouraged.
Process Efficiency Improvements
- Client emails should be clear, concise, and specific (particularly regarding cancellation fees).
- Electronic referrals should be prioritised over paper-based referrals.
- All client details and approvals must be kept up to date.
Action Items
- Email clients about refund decisions post-meeting – Christine Ybanez
- Verify and update WorkCover client details daily – Christine Ybanez
- Call case managers directly for WorkCover approvals – Jerusha Rao, Aliza Aligato
- Ensure all client details and approvals are up-to-date – Christine Ybanez
- Implement standardised process for handling cancellations and refunds – Takirah Cummins, Rajiv Jacob