What’s the difference between a plan extension and a plan renewal? What do I do with service bookings?
When a plan is extended, it’s still the same plan – the start date remains the same, but the end date has been moved to a future date. The service bookings in GENIUS will be updated automatically in the current plan (blue pencil icon) based on the information in PRODA. Please note, you may need to go directly to PRODA and edit the service bookings, e.g. add more money to the budget. You will be able to see an extended plan indicated by an orange Status icon.
When a plan has been renewed, this means the old plan has been expired and there is a completely new plan with new start and end dates. The service bookings in GENIUS will be updated automatically in the plan renewal (spiral icon) based on the information in PRODA. Again, a plan manager or other party may have been required to create or edit service bookings in PRODA first.
Once this has been actioned, the Plan Manager should look for the Yellow Renewal icon. This signifies there is new information in PRODA, ready to be synced to MYP.
Click this icon, then proceed to review the engagement, the new plan dates and finalise a new schedule of support. Clicking the “All required information has been entered and service agreements signed” in the bottom left will finalise the engagement and return it to a green, Complete status.
What does the ‘Sync status’ mean in the claim management panel?
It means they have synced to Xero or MYOB to create journal entries.
Are plan dates the same service booking dates?
Not necessarily. A plan period can cover multiple service booking periods. Please go to PRODA to view plan dates and service booking dates.
A plan is shortened in PRODA, but the update did not happen in GENIUS?
The update will be triggered within a few minutes of the change or updated overnight. Alternatively, you can force the plan date update using the ‘Import data from HICAPS’ button found in the top right of the client engagement page.
How do I sort claims?
It’s not a current function but the product team has this on their development roadmap. For now, please use the claim filter to locate specific invoices and claims.
What are the NDIS Settlement Payment Timings?
Please note, the following information has come directly from the HICAPS Knowledge Base.
Payments made by HICAPS for customers leveraging our NDIS Settlement product are made using your banks Direct Entry payment processing system. This system operates on batch timings and defined exchange windows which vary depending on the bank of the recipient. These windows are dictated by the bank.
When does HICAPS send payments to the bank?
HICAPS begins the process of generating payment batches at 16:00 Sydney time on every business day. While the payment batch closes at 16:00, the payment file is not transmitted to the bank until 17:30. We then monitor the file and wait for confirmation from the bank that the payment file and its contents have been accepted for payment.
Payments are not processed on public holidays, a list of dates configured can be found here: https://hicaps.my.site.com/help/s/article/Public-Holiday-Payment-Schedule
When will the payee receive the funds?
Generally they will receive the funds early the next day. Depending on the bank some may receive payment within a few hours, for some credit unions/banks the transfer of funds can take longer to appear, however most payees will receive their funds within 24 hours.
When will we receive returns?
Any returns will generally be received next business day, however can take up to three business days to be returned. Each banks return process is different, some will be deposited in the morning each business day, others will come in the afternoon or evening.
What are the NDIS payment timings with APIs and what is the cut-off time?
Please note, the following information has come directly from the HICAPS Knowledge Base.
For claims submitted via the NDIS API, the same basic rules that apply in the NDIS Provider Portal, apply via the API.
All claims that are received by HICAPS are sent to the NDIS for adjudication in real-time. These claims can be submitted throughout the day, at any time, however there is a daily cut-off for claims at the NDIS, which determines what the NDIS will pay overnight. Currently this cut-off time is somewhere ~6pm Sydney time, however this is not officially stipulated by the NDIS and may change in the future.
After the NDIS end of day payment process has run at 6pm, claims start transitioning from a state of approved to paid on the NDIS side. HICAPS polls through all claims that have yet to be marked as paid each evening, looking for this status update. Once an invoice has been marked as paid by the NDIS, HICAPS updates the invoice sends a notification to the integrated software platform, indicating that the claim has been paid. Additionally if you are using the HICAPS integrated Settlement Service, this process also schedules the payment of the claims to the payee for the next day’s payment run.
Are payments made on public holidays?
Please note, the following information has come directly from the HICAPS Knowledge Base.
No, HICAPS considers the below dates to be public holidays and will not process payments on these dates:
Date Holiday
2023-12-25 Christmas Day
2023-12-26 Boxing Day
2024-01-01 New Years Day
2024-01-26 Australia Day
2024-03-29 Good Friday
2024-03-30 Easter Saturday
2024-03-31 Easter Sunday
2024-04-01 Easter Monday
2024-04-25 ANZAC Day
2024-12-25 Christmas Day
2024-12-26 Boxing Day
How do I cancel claims?
There will not be cut-off times for funding decisions to be made by NDIA, as this is processed in real time. However, HICAPS still has a settlement cut-off time (4pm Sydney time) to schedule provider payments. Please thoroughly consider the below 4 scenarios before using the cancellation button:
1. ‘NDIA reconciled’ in GENIUS, but HICAPS has not attempted to pay the provider (before the settlement cut-off time)
** Use the cancel button in GENIUS, so PRODA can process the cancellation immediately, before HICAPS schedules provider payment. Please do not process a refund in PRODA manually.
2. ‘NDIA reconciled’ in GENIUS, but HICAPS has scheduled to pay the provider next day (after the settlement cut-off time)
** Wait for the provider to be paid, then request a full refund from the provider. Once the refund is received, use the cancel button in GENIUS. Please do not process a refund in PRODA manually.
3. ‘NDIA reconciled’ in GENIUS, and the provider has been paid by HICAPS.
** Request a full refund from the provider first. Once the refund is received, use the cancel button in GENIUS. Please do not process a refund in PRODA manually.
4. Cancel partial claim: Request a full refund from the provider first. Once the full refund is received, use the cancel button in GENIUS. Please do not process a refund in PRODA manually. Then resubmit the correct amount.
How do I deal with rejections?
Rejection decisions are made by NDIA. Please edit the claim and refer to the red text for rejection reasons, then resubmit the claim.
How do I know when providers are paid?
Please refer to the HICAPS Summary Report > Payment date column. You will also receive a copy of the remittance advice to your registered email address when payment has been made.
How do I update my HICAPS Remittance Email Address?
Your remittance email address can be updated from the HICAPS portal. Click on “My Account” followed by “Organisation Details”.
This will take you to a screen allowing you to update basic business information, including the email address for remittance advice emails:
Update the email address to the desired address and click “Update Details”
I can’t find a products while creating a claim.
Please clear the claim dates temporarily, search for and select the products then add the dates back. This is related to the product date index. Removing the dates overrides this index feature.
How do I deal with remote and very remote participants’ claims?
– Create a new price book through ARM Pro > Customisation > Products + prices > Customise price book > Create new price book > Enter price book name and save.
– Add remote products to the new price book: ARM Pro > Customisation > Products + prices > Customise NDIS price list > Select the new price book on top of the screen > Select ‘Remote’ region on top of the screen > Click the green ‘Select all’ icon > Scroll down and select ‘Add items’ button. The system will load all the selected products to your price book. Do not click the ‘Add items’ multiple times, but rather allow the system to finish loading the products.
– Repeat the above steps for ‘Very remote’ price books if required.
What does ‘NDIA Direct’ mean?
For each service booking, HICAPS returns a set of budget details:
HICAPS Total Budget
HICAPS Remaining
HICAPS Spent
For each service booking, MYP records a set of budget details too:
MYP Total Budget = Total HICAPS Budget
MYP Remaining = HICAPS Remaining
MYP Spent
MYP Spent should be equal to HICAPS spent, but if they’re not equal, then NDIA DIRECT = MYP Spent – HICAPS Spent, i.e., untracked spent.
How should we process claims if a provider only accepts BPay?
Create the provider client called “Provider Name – (BPAY Rebate)” with your own bank details. You can then submit the claim in MYP+HICAPS via the usual process and arrange manual payment to the provider by BPAY later on.