Open the email with subject "Client intake form completed".

Click the client's name to open their Halaxy profile.

Check for any tasks or alerts to clear.

Click Clinical Notes then open "Patient Intake Form".

Check if the client has used any Medicare rebates for the year. Go to question 3 and check the answer.

Click General → click Edit next to the client's name and update the following:

Verify the client's Medicare card. Go to the Funding tab and click the circle symbol with the line through it.

Check if the client answered YES to question 5 or 6 (regarding reports or assessments).

Send the client the 'Booking Link 1' SMS + email templates.

Create a task labelled blr and set for 2 days' time.

Let the Australian admin know via Slack.

In the client's Clinical Notes, find the form and read its Practitioner: line.

If it shows a therapist, leave it with them. If it shows Remote Therapy Admin or Automation Bot, click the pencil next to the form's title, choose the client's old therapist (from their last session, or their next booking if they have never had a session) and save.

Forward the email to the client's therapist.

In the client's Clinical Notes, find the form and read its Practitioner: line.

If it shows a therapist, leave it with them. If it shows Remote Therapy Admin or Automation Bot, click the pencil next to the form's title, choose the therapist on their next booking (or their last one if nothing is booked) and save.

Let the Australian admin know via Slack.

Do not forward this to the therapist, and do not share it — it holds the client's payment details and nobody else needs them.

Let the Australian admin know via Slack. Do not forward this to the therapist, and do not share it.

Open the client's Funding page.

Check the client's Medicare number is correct by clicking the circle button to verify it.

Open the email with subject "Appointment Requested".

Click the client's name to open their Halaxy profile.

If the profile appears blank (no timezone, no intake form, no referral), search for the client's name in Halaxy.

Check that the intake form is filled out.

If it is the client's first appointment with this therapist:

Check if the client has used 10 MHTP sessions since Jan 1 of this year.

Check for the 'Private Paying Client' label.

Check if the client has a referral with spare sessions.

Check if the client has an unpaid invoice.

If the client has changed therapist:

If the client has booked with 2+ therapists:

Open the email with subject "Invoice payment made".

Click the client's name to open their Halaxy profile.

Check that all invoices are paid.

Check if the client has a future booking.

Open the client's Funding page.

Check the client's Medicare number is correct by clicking the circle button to verify it.

Go to Contacts → Fax Messages.

Click on a fax that is not attached to patient 'Joe Schmierer'.

Click 'LINK CLIENT, ORGANISATION, OR PROFESSIONAL CONTACT'.

Add 'Joe Schmierer' as the client and click SAVE.

Click the fax_document.pdf link to download it.

Email the file to admin@remotetherapy.com.au.

Move the email into the 'Unactioned referrals' folder.

Repeat Steps 2–7 until all faxes are attached to patient Joe Schmierer.

Check the client's mobile number is correct by comparing it to the referral. If different, update it and resend the failed SMS.

If the above doesn't work, or the number is correct, email the GP clinic using the template 'GP Email — Incorrect Phone Number'.

Check for obvious errors in the email address (e.g. typos, incorrect .au suffix). If found, fix and resend the failed email.

If there are no errors, send the text template 'Email failed'.

Make a note of the date and sender name including the alphanumeric code.

Click 'View Message'.

Click the secure message(s) that match the correct date and sender name. There can be multiple.

Click 'Display format in PDF' or the ↓ button to open the files in your browser.

Download the file.

Send an email to admin@remotetherapy.com.au with the document(s) attached.

Move the email into the 'Unactioned referrals' folder.

Open the client profile.

Send the 'Please Email — SMS' text template.

Archive the email.

Mark the email as read and archive it.

Mark the email as unread and drag it into the '****Urgent' folder.

Count how many cancellations the client has had recently. Include the current cancelled appointment. Do not include future appointments.

Only count cancellations that are the client's fault. The following do not count:

Check if the cancellation was within 48 hours of the appointment start time.

Check if the client has their next appointment booked.

Check if there is a valid reason given in the email.

Add a waived fee to the invoice. Check for an alert saying 'no waived fees for this client' — if present, do not add a waived fee.

If there is a note from the therapist asking not to charge a fee, do nothing and move to next email.

Otherwise, add a late cancellation fee and charge the card.

Charge went through:

Charge did not go through:

If the client is new and has not had any appointments yet, add a snbf task to their profile and set it for 2 weeks' time.

Count how many cancellations the client has had recently. Include the rescheduled appointment. Do not include future appointments. Only count those that are the client's fault.

Reasons that do not count: client giving birth, hospitalised, death in family, psych away/unwell/family emergency, 267 error, we cancelled for referral end, psych says client is unsuitable.

Check if the appointment was rescheduled to the same day (e.g. moved from 9am to 2pm on 14 May).

Check if the reschedule was within 48 hours of the original appointment start time.

Check if there is a valid reason given in the email.

Add a waived fee to the invoice (check for 'no waived fees' alert first).

If there is a note from the therapist asking not to charge, do nothing. Otherwise, add a late cancellation fee and charge the card.

Charge went through:

Charge did not go through: