At Trilogy Care, we understand how important timely payments are, and we strive to process and pay invoices within 7 to 10 days of submission. However, delays can sometimes occur due to incomplete invoices, budget shortfalls, or unapproved items. To help ensure your invoices and reimbursements are processed smoothly and on time, we’ve put together this helpful guide with key tips to avoid common hold-ups.
1. Submit bills and reimbursements online
When you submit your invoices or reimbursement requests online, they are entered into our system immediately. You can find the submission links in the website header or in the Trilogy Care Portal.
To avoid delays, please refrain from resubmitting an invoice or reimbursement, as this can create duplicates and extend processing times.
2. Submit complete invoices only
Incomplete invoices or reimbursement requests may cause delays, as our team needs to gather additional information before they can be processed.
To ensure a smooth and timely payment process, please make sure your invoice includes:
- Date of service
- Business name
- Business ABN
- Care recipient information
- An itemised list of services or products included
- Invoice amount
- GST amount (if applicable)
- Total invoice amount
Providing all the necessary details upfront helps us process your payment efficiently.
3. Support service or carer compliance checks
If you are a support worker, please ensure that all required compliance documents have been submitted and your compliance check is complete before submitting any invoices.
If you are a care recipient, we recommend confirming that your support services have completed their compliance checks before they begin working with you.
4. Available budget
A common reason invoices or reimbursements may be delayed is insufficient funds in the available Home Care Package budget. Care recipients can check their available budget anytime through the Trilogy Care Portal or by contacting their care partner for assistance.
5. Care plan coverage
For an item or service to be covered by your Home Care Package, it must be included in your Care Plan. If it’s a new service or amendment of hourly rates/ number of hours, please reach out to your care partner for these changes to be added in your budget so that we can process your invoices seamlessly. Ensure you are aware of inclusions here.
By following these guidelines, you can help ensure that your invoices and reimbursements are processed smoothly and without delays.
If you are experiencing payment delays, you can review your current bills through the Trilogy Care Portal or contact our Accounts Team at 1300 459 190 for assistance.
Stay connected and manage your care with ease. Visit the Trilogy Care Portal to view your Care Plan and access important resources.
