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Remote Therapy Admin

Halaxy Task Guide

Step-by-step instructions for every recurring admin task. Select a task from the sidebar or jump to one below.

IFFU
Intake Form Follow Up
Chase clients who haven't filled their intake form.
BLR
Booking Link Reminder
Follow up clients who haven't made a booking.
RUFU
Referral Update Follow Up
Chase clients waiting on a referral extension.
FUB
Follow Up Booking
Chase clients without an upcoming appointment.
NB
No Booking
Notify therapist when client hasn't booked.
NCB
New Chase Booking
Re-chase an unbooked client with a fresh link.
Rebook
Rebook
Book client's next appointment at their usual time.
RWNP
Rebook with New Psych
Rebook a client who has been transferred.
AB
Assign Benefit
Assign the Medicare benefit on an invoice.
CI
Chase Invoice
Charge client card and manage unpaid invoices.
CC
Check Claim
Verify Medicare claim status and fix rejections.
CMD
Chase Medicare Details
Follow up missing or invalid Medicare numbers.
DMD
Discharge — No Medicare
Manage clients whose service is discontinued for missing Medicare details.
CMRS
Check MHTP Report Sent
Verify or send the MHTP review letter to the GP.
CMUR
Check MHTP Update Received
Chase the referral extension from the GP.
NSOT
New Set of Ten
Re-engage clients at the start of a new calendar year.
SNBF
Send No Booking Fax
Notify the GP clinic when a client hasn't booked.
SNBR
Send No Booking — Report
Notify the GP when a client needs a report.
OTPF
Other Than Patient Fee
Fix incorrectly applied other-than-patient fees.
267
Error 267
Handle the 267 Medicare error.
378
Error 378
Handle the 378 Medicare error.
Rebook
Rebook Psych Appointments
Reschedule all appointments for a specific psych and date.
Letters
Psych Letters
Validate, send, and follow up letters prepared by psychologists.
Halaxy Tasks

Task Outside PAT Purview

What to do if a therapist creates a Halaxy task that is not a 'Rebook' or 'Send GP Letter'.

1

Open the task.

2

Take a screenshot of the task box using Snipping Tool (Windows) or Command + Shift + 4 (Mac).

3

Send the screenshot to the admin email with subject: 'Psych task outside PAT purview' — include a link to the relevant profile or letter.

4

Send the psychologist an email using the WunderText template 'Halaxy Task — Incorrect'. Paste the screenshot where it says XXXX.

5

Mark the task complete.

Halaxy Tasks

Task with No Date Set

What to do if a therapist creates a Halaxy task without setting a due date.

1

Open the task.

2

Take a screenshot of the task box using Snipping Tool (Windows) or Command + Shift + 4 (Mac).

3

Send the psychologist an email using the WunderText template 'Halaxy Task — No Date'. Paste the screenshot where it says XXXX.

4

Complete the task and mark it complete.

Booking & Follow-up
iffu

Intake Form Follow Up

1

Check if the client has filled their intake form. Go to their Halaxy profile → Clinical Notes. If they have, mark the task complete. If not, continue.

2

Resend the intake form via SMS using template 'Form 2' + send by email if available. Leave a note on the task with the date + Form 2. Set due date to 4 days' time.

3

Resend via SMS using template 'Form 3' + email if available. Leave a note with date + Form 3. Set due date to 5 days' time.

4

Resend via SMS using template 'Form 4' + email if available. Mark the task complete.

5

Create a snbf task and set for 2 days' time.

Booking & Follow-up
blr

Booking Link Reminder

1

Check if the client has made a booking. If yes, mark the task complete. If not, continue.

2

Send 'Booking Link 2' email + SMS template. Leave a note with the date on the task. Set due date to 4 days' time.

3

Send 'Booking Link 3' email + SMS template. Leave a note with the date. Set due date to 5 days' time.

4

Send 'Booking Link 4' email + SMS template. Mark the task complete.

5

Create a snbf task and set for 2 days' time.

Booking & Follow-up
rufu

Referral Update Follow Up

1

Check if the client has made a booking. If yes, mark the task complete. If not, continue.

2

Resend the 'Referral Update Received — Booking Link' SMS + email template.

3

Mark the task complete.

4

Create a new snbf task — title: "Send no booking fax". Assign to Remote Therapy Admin. Set for 1 week.

Booking & Follow-up
fub

Follow Up Booking

1

Check if the client has a booking. If yes, mark the task complete. If not, continue.

2

Check whether the client is new (never attended an appointment) or existing (has attended before).

Send email + SMS based on client type
New
Send 'Booking Link — New' email template + 'Email Sent' SMS template.
Existing
Send 'Booking Link — Existing' email template + 'Email Sent' SMS template.
3

Mark the task complete.

4

Create a follow-up task based on client type:

Follow-up task based on client type
New
Create a snbf task and set to 1 week.
Existing
Create a nb task — title: "No Booking". Assign to Remote Therapy Admin. Set to 1 week.
Booking & Follow-up
nb

No Booking

1

Check if the client has a booking. If yes, mark the task complete. If not, continue.

2

Send the therapist the WunderText email template 'Client Has Not Made a Booking'.

⚠
Only send to the most recently booked therapist. Do not send if the client has not attended an appointment with that therapist.
3

Mark the task complete.

Booking & Follow-up
ncb

New Chase Booking

1

Check if the client is booked. If yes, mark the task complete. If not, continue.

2

Check whether the client is new or existing.

Send email + SMS based on client type
New
Send 'Booking Link — New' email + 'Email Sent' SMS.
Existing
Send 'Booking Link — Existing' email + 'Email Sent' SMS.
3

Mark the task complete.

4

Create a new fub task — title: "Follow Up Booking". Assign to Remote Therapy Admin. Set for 1 week.

Booking & Follow-up
rebook

Rebook

1

Check if the client is already booked. If yes, mark the task complete. If not, continue.

2
Which path?
Existing
Has attended an appointment before → go to Step 3.
New
Has never had an appointment → go to Step 4.
3

Try to book the client's usual time within the next month. Open the psychologist's calendar in a new tab and set it to weekly view.

Usual time available?
Yes
Book it (check if phone-only client). Send SMS template 'Booking made' — add the practitioner name. Mark task complete.
No
Send Halaxy email template 'Booking Link — Existing' + SMS template 'Email sent'. Mark task complete.
4

Send Halaxy email template 'Booking Link — New' + SMS template 'Email sent'. Mark task complete.

Booking & Follow-up
rwnp

Rebook with New Psych

1

Check if the client is booked. If yes, mark the task complete. If not, continue.

2

Send the 'RWNP' Halaxy email + 'Email sent' SMS.

3

Mark the task complete.

Booking & Follow-up
snbf

Send No Booking Fax

1

Send the Gmail template "No Booking" to the referring GP clinic — or fax if necessary.

2

Mark the task complete.

Booking & Follow-up
snbr

Send No Booking — Report

1

Check whether the client has confirmed they don't want a report — look for the label Does Not Want Assessment on their profile — and has been booked in.

Already resolved?
Yes
Mark the task complete.
No
Continue to Step 2.
2

Send the Gmail template "No Booking — Report" to the referring GP clinic — or fax if necessary.

3

Mark the task complete.

Payments
ab

Assign Benefit

1

Mark as complete.

Payments
ci

Chase Invoice

1

Check if the invoice is already paid.

Already paid?
Yes
Mark task complete and clear any 'DOS - non-payment' (or older 'Banned for non-payment') alerts. If the client does not have an upcoming appointment, create a ncb task set for today.
No
Continue to Step 2.
2

Try to charge the client's card by clicking "PROCESS NOW".

Charge outcome
✅ Works
Send invoice with 'Remote Therapy Invoice — Paid' template. If the client has no upcoming appointment, create a ncb task set for today. If they do have an appointment, mark the task complete.
❌ Fails
→
Cancel any upcoming appointments using 'Cancel appointment and delete invoice', with reason: DD/MM — unpaid invoice.
→
Send SMS template 'Unpaid invoice — appointment cancelled'.
→
Email the invoice to the client (click the paper plane icon → 'Send').
→
Add a note to the task: DD/MM — card declined. Set due date to 1 week.
→
Add same note to the appointment comments.
⚠
Repeat Step 2 until you have tried to charge the card 4 times. After the 4th failed attempt, proceed to Step 3.
3

After 4 failed charge attempts — discontinue the client's service:

3a
Add a 'waived' fee to the invoice with today's date — do not delete the original fee.
3b
Add a red alert to the client file: DD/MM - DOS - non-payment.
3c
Discharge the client: Client Profile → Edit → Status: Discharged.
3d
Set Online Booking to Disabled.
3e
Send the psychologist the email template 'Client Banned for Non-Payment' — fill in psych and client name where it says XXXX.
3f
Cancel and delete invoices for any upcoming appointments.
3g
Send SMS 'Unpaid invoice — appointment cancelled' if an appointment was cancelled, otherwise send 'Unpaid invoice'.
3h
Mark the task complete.
Payments
cc

Check Claim

1

Check if the claim is paid.

Claim status
Paid
If client is not booked, create a cb task set for today. Mark task complete.
Unpaid
Continue to Step 2.
2

Try another fix to resolve the claim.

3

Repeat until resolved or waived. If you cannot solve it, send a message to Joe on Slack.

4

Once paid, make sure the client is booked. If not, create a cb task set for today.

Payments
cmd

Chase Medicare Details

1

Check if the client's invoices have been claimed successfully. If yes, mark task complete. If not, continue.

2

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

Medicare number
Valid
Claim any unclaimed Medicare invoices. Task complete.
Invalid / Missing
Continue to Steps 4–10.
4

Cancel all upcoming appointments for the client.

5

Add a red alert to the client file: DD/MM - DOS - no Medicare details.

6

Add a 'waived' fee to each unclaimed invoice.

7

Send the 'Medicare details' intake form using communication template 'Medicare details request'.

8

Send SMS template 'No Medicare details — cancelled'.

9

Create a dmd task and set for 1 week.

10

Mark the task complete.

Payments
dmd

Discharge if No Medicare Details

1

Check the client's Funding page and verify the Medicare card.

Medicare card valid?
Valid
Mark task complete. Clear any 'DOS - no Medicare details' (or older 'Banned for no Medicare details') alerts. Create a rebook task set to today.
Invalid
Continue to Step 2.
2

Send the 'Medicare details' intake form using 'Medicare details request' communication template. Make a note and set the task for 1 week.

3

If there is already a note stating the form has been sent, email the GP clinic using the Gmail template 'No Medicare Details'.

Payments
otpf

Other Than Patient Fee

1

Open the invoice.

2

Void the 'other than patient' fee.

3

Add the corresponding standard MHTP fee (without 'other than patient' in the name). Use the table below to determine the correct replacement:

Voided FeeReplacement FeeType
91174 (Video, 20–49 min)91169Registered
91177 (Video, 50+ min)91170Registered
91200 (Phone, 20–49 min)91183Registered
91201 (Phone, 50+ min)91184Registered
91168 (Video, 30–49 min)91166Clinical
91171 (Video, 50+ min)91167Clinical
91198 (Phone, 30–49 min)91181Clinical
91199 (Phone, 50+ min)91182Clinical
4

Claim the appointment.

5

Create a cc task and set for tomorrow.

MHTP
cmrs

Check MHTP Report Sent

1

Go to Clinical Notes on the client profile. Check if a review letter has been prepared by the psychologist and has a 'send to GP' task attached.

Letter prepared?
Yes
Mark the cmrs task complete.
No
Continue to Step 2 — you will prepare and send the letter yourself.
2

Prepare the letter yourself:

2a
Go to the Appointments tab and check which psychologist last saw the client.
2b
Go to the 'Psych Info' tab in the RT Admin spreadsheet and check if the psych is Registered (R) or Clinical (C).
2c
Go to the Funding tab and determine what letter is required based on the most recent referral:
4 sessions
Generic 4th Session Review Letter
5 sessions
Generic 5th Session Review Letter
6 sessions
Generic 6th Session Review Letter
2d
Go to Clinical Notes on the client profile.
2e
Click the most recent 'Referral' note on the left (check the date — there may be multiple).
2f
Click 'Add a New Note' on the right in the Reports & Notes box.
2g
Set the Practitioner to the psychologist who last saw the client.
2h
Click Templates.
2i
Search generic in the search box.
2j
Select the correct template. Examples:
  • Registered psych, 5-session referral → 'Generic 5th Session Review Letter — Registered Psychologist'
  • Clinical psych, 6-session referral → 'Generic 6th Session Review Letter — Clinical Psychologist'
2k
Click the down arrow next to 'SAVE'.
2l
Click Preview. Verify GP name (top) and psychologist name (bottom) are filled in. If not, ask Joe for help.
2m
Click the down arrow → Publish → confirm in the pop-up.
2n
Send the letter — try in this order:
2ni① Medical-Objects (preferred). Click the down arrow next to 'SAVE' → click 'SMD Medical Objects'.
2nii② Email. If you can't find the GP on Medical-Objects, click the down arrow → Print to download the file, then email it to the GP clinic with the client name in the subject.
2niii③ Fax. If no email address is on file for the clinic, find the fax number (e.g. 07 3319 6866), convert to the format +61733196866, then send the downloaded letter as an email attachment to +61733196866@efaxds.com.au.
2o
Send SMS template 'MHTP Report Sent' to the client.
2p
Add a note to the cmrs task in this format: DD/MM - sent via MO/email/fax - JS (date, sending method, your initials), then mark the task complete.
2q
Create a new cmur task on the client profile and set for 2 weeks.
MHTP
cmur

Check MHTP Update Received

1

Check the client's Funding page to see if a new referral has been received. If yes, mark the task complete. If not, continue.

2

Send SMS template 'MHTP update reminder'. Add a note to the task: DD/MM — reminder sent. Set due date to 2 weeks' time.

3

Send SMS template 'MHTP update reminder' again. Also send the therapist the WunderText template 'Client has not gotten an update'.

4

Mark the task complete.

MHTP
nsot

New Set of Ten

Re-engage clients at the start of a new calendar year when their 10 sessions have reset.

1

Remove any alert saying 10 sessions used in [year] or similar.

2

Check if the client has a referral with unused appointments.

Unused appointments on referral?
Yes
Send SMS template 'Chase Booking — New Year'.
No
Continue to Step 3.
3

Send SMS template 'New Year'. Add a note to the task: DD/MM — t (this tells other admin you've texted once). Set due date to 4 weeks' time.

4

After 4 weeks — check if the client has a booking.

Booked?
Yes
Mark the task complete.
No — unused referral appointments
Send SMS 'Chase Booking — New Year'. Mark the task complete.
No — no unused appointments
Send SMS 'New Year'. Mark the task complete.
Error Codes
267

Error 267

Associated Service Not Present.

1

Open the client profile.

2

Cancel and delete invoices for all upcoming appointments. Add a comment to each appointment: 11/8 - 267.

3

Add a red alert to the client profile: 13/8 - DO NOT BOOK - 267.

4

Add a 'waived' fee to the invoice for the appointment with the 267 error — set date to today.

5

Add a comment to the appointment with the error: 11/8 - 267 error - waived.

6

Email the clinic using the template '267 — Associated Service Not Present'.

→
Fill in the client name and DOB where it says XXXX at the top.
→
Fill in the date of the first unclaimable appointment (check Invoices on client profile) where it says XXXX at the bottom.
→
Download and attach the referral document.
→
BCC the therapist into the email.
7

Send the client the Halaxy email template '267 — For Client'.

8

Send the client SMS template 'Email sent'.

9

Mark the task complete.

Error Codes
378

Error 378

Provider cannot refer/request service at date of request.

1

Open the client profile.

2

Cancel and delete invoices for all upcoming appointments. Add a comment to each: 11/8 - 378 error.

3

Add a red alert to the client profile: 13/8 - DO NOT BOOK - 378.

4

Add a 'waived' fee to the invoice for the appointment with the 378 error — set date to today.

5

Add a comment to the appointment with the error: 11/8 - 378 error - waived.

6

Email the clinic using the template '378 — Provider cannot refer/request service at date of request'.

→
Fill in the client name and DOB where it says XXXX at the top.
→
Fill in the date of the first unclaimable appointment (check Invoices on client profile) where it says XXXX at the bottom.
→
Download and attach the referral document.
→
BCC the therapist into the email.
7

Send the client the Halaxy email template '378 — For Client'.

8

Send SMS template 'Email sent'.

9

Mark the task complete.

Rescheduling

Rebook Psychologist Appointments

Used when rescheduling all appointments for a specific psychologist on a specific date (e.g. "Joe Smith's 13th Oct appointments").

1

Open the daily calendar for the psychologist and navigate to the date from the task.

2

Click the first appointment box, open the client profile in a new tab, and go to their Appointments tab. Check if they already have a future appointment booked. If yes, move to the next client. If not, continue to Step 3.

3

Try to book the client's usual time at any point in the future (you can book less than 2 weeks ahead):

3a
Open the psychologist's calendar in a new tab and set it to weekly view.
3b
Check the client's Appointments tab for their usual appointment times.
3c
Scroll through the calendar until you find an opening at a usual time.
3d
Book it — make sure the location is set correctly.
3e
Send SMS template 'Booking made' to the client.
4

Repeat Steps 2–3 for each remaining appointment on that date.

5

Once all appointments have been processed, mark the task complete.

Psych Letters

Psych Letters

How to validate, send, and follow up letters prepared by psychologists in Halaxy.

Task with no letter attached
1

Send the therapist the WunderText template 'Task with no letter' — fill in names and a link to the client profile where it says XXXX.

2

Mark the task complete.

Step 1 — Validate the letter
1

Check whether there is a letter in Clinical Notes.

Letter present?
No
Send the psychologist the email template 'No letter on file'. Stop here.
Yes
Continue to Step 2.
2

Check all four of the following:

◯
Is the note attached underneath the most recent referral?
◯
Have all spaces marked XXXX been filled in?
◯
Has the letter been published? (It should say "REVERT" in the top right of the note.)
◯
Has the correct template been used? (e.g. a 6th session template should not be used if the client has only had 4 sessions.)
3
All 4 checks pass?
Yes — all pass
Continue to Step 2 (Determine letter type).
No — any fail
3a
Load the Gmail template 'Error w/ Letter'. Remove any bullet points that are not relevant (e.g. if the letter was created in the correct spot, remove that bullet). Send the email to the psychologist.
3b
Add a note to the task: DD/MM - error w/ letter - JS (date, note, initials), then mark it complete.
3c
Add a note to the cmrs task: DD/MM - sent error w/ letter email to psych - JS, then set the cmrs task to 2 weeks' time.
Step 2 — Determine the letter type
Letter type
Review Letter
MHTP Review Letter — follow the Review Letter steps below.
Other
Referral Acceptance Letter (RAL), Client Changing Therapist, Update, Discharge, or Clarification Required Letter — follow the Other Letters steps below.
Step 3a — Review Letter
1

Check that the client has used all the sessions on their current referral.

All sessions used?
Yes
Go to Step 3.
No
Go to Step 2.
2

Check whether the most recent appointment has a fee attached.

Fee on most recent appointment?
No — 1 away from complete
E.g. referral is 5/6, 3/4, etc. Go to Step 3 — when the psych adds the fee it will bring the referral to completion.
No — 2+ away from complete
E.g. referral is 4/6, 2/4, etc. Send the psych Gmail template 'Not all appointments used' + mark the task attached to the letter as complete.
Yes
Send the psych Gmail template 'Not all appointments used' + mark the task attached to the letter as complete.
3

Send the letter using one of the three methods below, in order of preference:

Sending method — try in this order
① Medical-Objects
Preferred. Click the down arrow next to 'Save' → 'SMD Medical Objects'. Search the GP's first and last name and confirm the clinic name matches. Keep 'Referral Disposition' as 'For your information. No action requested.'
② Email
If the GP is not on Medical-Objects, email the letter to the clinic — put the client name in the subject. Click the down arrow → Print to download. Check for attachments and merge with the letter using smallpdf.com if needed.
③ Fax
If no email address is on file for the clinic, send via fax. Find the fax number (e.g. 07 3319 6866), convert to the format +61733196866, then send the downloaded letter as an email attachment to +61733196866@efaxds.com.au.
5

Add a note to the task: DD/MM - sent via MO/email/fax - JS (date, sending method, initials), then mark the task complete.

6

Check if the client already has a referral update.

Referral update already received?
Yes
Stop here. Do not go to Step 8.
No
Send SMS template 'MHTP Report Sent' to the client, then go to Step 8.
7

Mark the cmrs task as complete.

8

Create a new cmur task and set for 2 weeks.

Step 3b — Referral Acceptance / Changing Therapist / Update / Discharge / Clarification Letter
1

Send the letter — preferably via Medical-Objects.

Sending method — try in this order
① Medical-Objects
Preferred. Click the down arrow next to 'Save' → 'SMD Medical Objects'. Search the GP's first and last name and confirm the clinic name matches. Keep 'Referral Disposition' as 'For your information. No action requested.'
② Email
If the GP is not on Medical-Objects, email the letter to the clinic — put the client name in the subject. Click the down arrow → Print to download. Check for attachments and merge with the letter using smallpdf.com if needed.
③ Fax
If no email address is on file for the clinic, send via fax. Find the fax number (e.g. 07 3319 6866), convert to the format +61733196866, then send the downloaded letter as an email attachment to +61733196866@efaxds.com.au.
2

Add a note to the task: DD/MM - sent via MO/email/fax - JS (date, sending method, initials), then mark the task complete.

3

Mark the cmrs task as complete (if one exists).

4

If it is a Discharge Letter:

Has the client booked with another therapist?
Yes
Discharge the client from the old therapist under Practitioner Access & Privacy — but do not fully discharge under 'Edit'.
No
Discharge the client from the old therapist under Practitioner Access & Privacy, then click Edit on their profile and set status to 'Discharged'.