Billing Services FAQs

What systems do you use?

Synapse employs the most up-to-date software designed for use in medical billing.
We continuously review the market to keep abreast of the latest developments in customised electronic systems.

We are fully enabled for Eclipse, which means we can submit claims online to Medicare, all the health funds and Veterans Affairs.

Does money collected go into my account or yours?

Unlike some billing services, which hold your money in trust accounts, Synapse ensures you have immediate access to the money you generate. Payment for claims submitted by Synapse go directly into your account.

We further expedite your payments through expert knowledge of the health funds and third-party payers. Using Synapse is faster than doing your own billing or training your clinic staff to do it.

How long does Synapse take to process my billings?

Synapse has a strict five-business-day turnaround for processing your claims. So, for example, if you do a ward round on Tuesday and send through the information on the same day, we process your claims and submit them to the relevant health funds for payment by 5pm the following Tuesday.

When will I receive payment?

Payments will start appearing in your bank account within two to four days of Synapse submitting your claims.
Payment turnaround times vary according to the health fund. Most funds take from two to five business days, but a small number take from five to 10 business days to process your claims.

There is one exception to this schedule: a small number of claims are held up or rejected by Medicare or the health funds – possibly because more information, or amended details, are needed to proceed. A delayed or rejected claim in your billing batch will not delay payment of the other claims.

How do you manage claims in arrears?

Over 30 years of providing medical billing services, Synapse has established close working relationships with Medicare and all the health funds and workers compensation insurers. We understand their in-house operations and know the people to approach to get things moving when payments stall.

Each of the funds has its own specific way of doing business. We use our expertise to navigate these bureaucracies on your behalf and are vigilant in pursuing your interests. If additional information is required to progress the claim (e.g. clinical notes), we will contact you straight away.

Synapse keeps you advised of the status of any arrears, while hastening payment. You can track your arrears on the Synapse website by accessing your secure client log-in area.

How do I get billing information to you?

Synapse has developed Australia’s first mobile billing app, called Synapps, to provide a complete, paperless billing solution.

Our clients download Synapps to their mobile device (smartphone or tablet) from the App Store (Apple) or Google Play (Android). Billing details are entered into the app and sent directly to Synapse with the press of a button.
Of course, you have the option of entering or uploading your data on the Synapse website, though additional fees may apply.

Synapse believes in flexible service delivery, so please don’t hesitate to contact us about other options. We know that billing is the bane of your practice and we want to make it as easy and convenient as possible.

Once I send my billings to Synapse, how do I know what’s going on?

You will receive a message to confirm you have successfully sent your billing data to Synapse via the mobile app. This means that the claims process is underway.

You can see live status updates appearing on the app in the ‘sent billings’ screen. Here’s an explanation of the various statuses you will see:

New – we have received your billing

In Progress – we are processing your billing

Final Check – a team leader is doing final quality assurance to ensure compliance

Completed – done and sent!

Delayed – it appears your claims have missing or incorrect information, or something just doesn’t make sense! Our senior billers are reviewing. You don’t have to do anything. We will contact you for clarification if necessary.

Claims Pending – we have completed and sent everything we can, but are missing information on some claims. We have tried to obtain the missing information ourselves but have been unsuccessful. You have received an email or call from us.

Query – we have contacted you 3 times by email for missing information, but have not received a reply. We know you are busy but we can’t make up billing details and need your help. No further action will be taken until we hear from you.

On Hold – usually a provider registration issue. You don’t need to do anything. We will contact you.

How often should I send through my billing information?

Use Synapps to send through your billing information according to your own preferences. You can send your billings to Synapse:

  • one patient at a time
  • one consult list or round at a time
  • each day
  • each week
  • each month.

Once you send us your billing details, Synapse takes care of the rest. The next step for you will be receiving payment.

How much do you charge?

Synapse charges a small percentage of the payments we successfully return to you each month. There are no hidden costs awaiting you – our invoice is based directly on the payments you receive during the period.

This means that any extra work involved in processing a particular bill is our problem, not yours. It also means that if you don’t do much billing over a month, you only pay a small amount.

The percentage fee we charge is based on the nature and volume of your work. Please contact us to discuss the rate appropriate for you.

We guarantee that by using Synapse you will save a significant amount on the administration costs you currently incur processing and chasing up your own bills.

What type of billings can I send?

Synapse has experience in all types of medical claims used in Australia. We process:

  • no gap claims
  • known gap claims
  • billing direct to patients
  • billing to third parties (e.g. insurers, solicitors)
  • Medicare bulk billing
  • Veterans Affairs claims.

If I only see a few private patients each month, can I still use Synapse?

Yes you can. No client is too small. In fact, specialists who see just a few private patients often don’t have the established resources to deal with inpatient billing. We are delighted to help.

Can you bill my outpatients?

Yes. We also bill outpatient services for many of our clients. We would be happy to discuss this service with you if it would assist your practice.

How do you manage informed financial consent?

Synapse provides an informed financial consent service (see more information under Billing Services) or, if you prefer to manage this process yourself, you can freely access the four Medical Fee Estimate templates located in the members’ area of the Synapse website. The templates can be adapted to suit your practice, irrespective of which billing method you use.

What sort of reports do you provide?

Every month we provide clients with a detailed list for the period, including:

  • a one page snapshot summary for your Accountant
  • details of all amounts billed
  • details of all amounts paid
  • details of all amounts outstanding.

Monthly reports and quarterly BAS summaries are also provided to all clients. We are happy to provide additional reports, or tailor reports to suit your needs, upon request.

If I join Synapse, am I locked in?

You are free to leave anytime. We understand that your circumstances may change and will help make the transition to any new arrangements as smooth as possible.

Because we offer a 30-day money-back guarantee, you can try Synapse at any time and see how it works for you. We are confident you will wish you’d done it sooner!

What else can Synapse do for me?

We are constantly looking to expand the services we provide in response to our clients’ needs.

Our ‘Just Your Type transcription service’ provides quality transcriptions of medical dictation, with a 24-hour turnaround. We can transcribe other medical sound recordings according to your needs (e.g. conference sessions, research interviews).

Our ‘Appointmaid Service’ provides a friendly, experienced offsite receptionist to make your appointments and manage your diary. The service includes patient reminders and theatre bookings.

How do I find my billings on the website?

Simply login on our website and click on “View your billings – current/completed”. When the page is refreshed, scroll to the bottom and you will find your current and completed billings.

If you want to view work in progress only, you can refine your search by typing the words “billings current” in the search box.

If you have another question, please click here to contact us today.