Getting your Providers paid
When your providers send in their invoices for payment, their invoices MUST contain the right information in order for us to process the invoice. If the invoice does not contain the right information it could be delayed in being processed.
How do my providers send in their invoices?
Depending on the government scheme you recieve your funding from will depend on where your providers send their invoices.
If you receive a Government Home Care Package, your providers will need to send their invoices to hcpinvoices@plancare.com.au
If you receive a NDIS plan, your providers will need to send their invoices to invoices@plancare.com.au
When your providers send their invoices they need to send their invoices as an attachment, ideally in a PDF format. PlanCare’s system will only accept attachments that contain authorised file formats.
Invoices that require PlanCare to click a link to access the invoice will not be processed and rejected. Providers that use systems that send emails that require the recipient to click a link can normally change their settings to ensure an attachment of the invoice is included in the email.
What information needs to be on the invoice?
In order for PlanCare to process the invoice, it needs to contain the following information:
- Provider Name including legal ASIC registered name
- Provider ABN
- A unique invoice number
- Payment terms (PlanCare pays 7-10 business days after an ‘approved’ invoice is received)
- Contact email address (this is so we can send the provider their remittance advice)
- Bank details including bank name, BSB number and Account number
- Date and time of services delivered
- (all services need to be separated, eg. services spread out over several occasions cannot be grouped together, invoices that group services as one line item will be rejected)
- Number of hours delivered
- Cost per hour or unit cost
- Total cost
What happens if an invoice does not contain the right information?
Any invoice that does not contain the right information will be put on hold and an email sent to the provider asking them to provide an invoice that contains the needed information.
What could delay an invoice payment?
There are a few reason a invoice could be delayed or stopped from being paid. These include:
- The invoice not containing the information listed above
- Remember, each invoice needs to be unique and have a unique invoice number that you have not used before.
- The client has run out of available funds
- PlanCare can not offer any form of credit, so if the client has over spent or does not have the available funds then any invoices received cannot be paid until the client has available funds to cover the invoice amounts.
- The provider has not been verified or received a successful verification outcome (HCP ONLY)
- Clients should not engage the services of any provider until that provider has received a successful verification out come. In order for a provider to be verified, the provider needs to sign PlanCare’s 3rd Party Independent Worker / Provider Agreement, Provider police checks (that show no serious crime violations or convictions) for all workers who will be providing services to the client, Provide valid insurances documents with the correct amount of insurance cover and for services that require the provider to hold specific qualifications and certificates (Personal Care, Meal Prep etc), provide these and have them validated. Once all the above has been met, the provider will receive an email with the outcome of the verification. It is at this point that invoices will be processed for payment subject to the client having available funds. Invoices will be paid five business days from the day the invoice is taken of hold.
- The provider has failed to provide Shift notes for the services provided (HCP ONLY)
- For certain services delivered by providers for Home Care Package clients, shift notes are required. If the provider has not supplied shift notes or the shift notes do not meet the standard required, then any invoices will be put on hold until shift notes that meet the requirement are provided. Once shift notes have been received for the corresponding invoice, then the invoice will be taken off hold and the invoice paid five business days later.
How long does it take for invoices and reimbursements to be paid?
Providing the invoice or reimbursement has the right information and there are no issues with the invoice and provider is verified (if require under HCP) then payment will be made 7-10 business days from the next day of receiving the invoice. PlanCare’s definition of a paid invoice means when the funds leave PlanCares bank account. PlanCare cannot guarantee or control the time it will take to reach the recipients bank account. Please expect that it could take a further 2 business days with certain banks for the money to be received.
