Ensuring your invoices and reimbursements are paid quickly

invoice reimbursements bill Trilogy Care quickly

At Trilogy Care, we understand how important timely payments are, and we strive to process and pay invoices within 14 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.

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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 and exclusions.

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.

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Introducing the Trilogy Care Portal: an online service platform for care recipients

Advertisement for Trilogy Care Portal, a new way to access Home Care Package information

Trilogy Care is thrilled to announce the launch of our new online service platform, the Trilogy Care Portal. This innovative platform gives you greater control and flexibility in managing your Home Care Package, providing the tools and information you need to make informed decisions about your care. 

Who will use the Portal

The Trilogy Care Portal is designed for Trilogy Care recipients, their authorised representatives, service providers, and care coordinators. The Portal will provide online access to information relevant to the administration of your Home Care Package. It will offer easy access to your care plan, care budget, and other information necessary to manage your Home Care Package. 

A visual overview of your care needs and goals

Our new platform brings everything you need into one convenient location. Whether you need access to your care plan, want to track your spending, or need to contact your care partner, the Trilogy Care Portal has it all. The Portal makes it easier to stay on top of your care and make the most of your Home Care Package. 

Accessible and convenient

The Trilogy Care Portal is designed with accessibility in mind. It is available on all devices, including computers, tablets, and smartphones, ensuring you can manage your care from anywhere. The platform’s intuitive design makes it easy to navigate, even for those who may not be tech-savvy. 

Transparent budget tracking

One of the key features of the Trilogy Care Portal is its budget transparency. You can easily track your Home Care Package budget, view your expenditures and plan for future needs. This provides a clear view of where your funds are going, allowing you to make informed choices about your care and ensure that your budget is used effectively. You have complete control over your financial decisions, giving you peace of mind and confidence in managing your Home Care Package. 

Other features include: 

  • Real-time financial overview 
  • Detailed breakdown of fees 
  • Recent transaction history 
  • Historical account statements 
  • Improved communication with nominated contacts

Register for the Trilogy Care Portal

All Trilogy Care recipients and their authorised representatives have been emailed an invitation to register for the Portal. 

The email provides steps on how to set up your user account. 

Once you have finalised the registration, you will have immediate access to the Trilogy Care Portal.

If you’re a Trilogy Care care recipient or authorised representative who didn’t recieve an invitation to register, contact your care partner to ensure we have your up-to-date email details on file and they will resend the invitation.  

Help and support: 

Log into the Trilogy Care Portal: portal.trilogycare.com.au  

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Can I manage my own Home Care Package?

A content elderly couple smiles warmly, overlaid with symbolic graphics representing home and family.

Can I manage my own Home Care Package? You now have the option to take greater control by self-managing your Home Care Package. 

As the demand for choice and control in-home care services continues to grow, you now have the option to take greater control of your care by self-managing your Home Care Package (HCP). This approach to managing your Home Care Package allows you to choose your support services and free up your Home Care Package budget. What’s more, self-management usually means lower provider costs, saving you more of your HCP budget for care and services.

Understanding Home Care Packages

Home Care Packages are government-subsidised programs designed to provide tailored support services to older Australians who wish to continue living independently at home. These packages offer a range of services, including personal care, nursing, allied health, and domestic assistance, based on individual needs and preferences.

The option to self-manage

Traditionally, Home Care Packages were managed by approved care providers, limiting individuals’ control over the types of services and their scheduling. However, the introduction of Consumer-Directed Care (CDC) now gives recipients the option to self-manage their Home Care Package funds.

Benefits of self-management:

Choice and control

Opting to self-manage your Home Care Package provides the autonomy to choose specific services that align with your unique needs. Whether it’s personal care, gardening assistance, or allied health services, you have the flexibility to allocate funds where they matter most.

Flexibility in service delivery

Self-management affords the flexibility to schedule services at times convenient for you. This adaptability ensures that your care plan is not only comprehensive but also aligns seamlessly with your lifestyle and personal preferences.

Direct engagement with care workers and support services

Taking charge of your Home Care Package enables direct communication with your care workers and support services. This fosters a more personal and collaborative approach to care, allowing for better coordination and ensuring services align with your specific goals and expectations.

Learn how to find care workers and service providers.

Financial transparency

Self-management ensures a clear understanding of your budget and how funds are allocated. This financial transparency empowers you to make informed decisions about your care plan and budget, ensuring you maximise the value of your Home Care Package.

In addition, Trilogy Care provider fees are charges at the low rate of 15% of your Home Care Package budget, with no daily management fees or exit fees. Spending less on your provider fees means more money in your budget for care and services.

Learn more about Trilogy Care’s transparent pricing here on our pricing page.

Empowerment and independence

Active participation in your care decisions promotes a sense of empowerment and independence. This newfound control positively impacts your well-being, fostering a greater sense of self-worth and confidence as you age in place.

Self-managing your Home Care Package is an option for those seeking a personalised and flexible approach to in-home care. The ability to choose services, control their scheduling, and directly engage with service providers allows you to enjoy a higher level of independence and an enhanced quality of life within the familiar confines of your home.

If you are eligible for a Home Care Package, consider exploring the option of self-management to tailor your care plan to your unique needs and preferences, ensuring a more fulfilling and empowered care experience.

Go to our Resources page to understand more about self-managing your Home Care Package.

Self-managed Home Care Packages explained

Self-managed Home Care Packages explained

Self-managed Home Care Packages are a way for you to take control of your Home Care Package budget, health, and well-being within the comfort of your own homes.

In recent years, home care has changed a lot. Now, it’s all about giving you more control and making it personal. With self-managed Home Care Packages, you can be in charge of your budget, health, and overall well-being, all from the comfort of your own home.

When self-managing your Home Care Package, you get to make all the decisions. You can choose and schedule your care workers, so they fit perfectly with what you want and need. Of course, there are still some rules and a care plan from a provider, but you get to be the boss of your own care.

This shift is all about being active and involved. Instead of just receiving care, you get to be a part of planning and coordinating everything. Unlike traditional care providers, the self-managed approach encourages and celebrates your independence. You can build a team of care workers and get services that match your lifestyle.

What is self-management?

‘Self-management’ is where you actively participate in the management and coordination of your Home Care Package services. Compared to traditional Home Care Package providers, a self-managed provider encourages you to be independent, allowing you to select and manage your preferred care workers and tailor your services to align with your lifestyle.

Why do I need a provider if I am self-managing my Home Care Package?

A self-managed Home Care Package provider is a registered Home Care Package provider that works with you to administer your Home Care Package. The provider works with you, so your package is managed under the guidelines set down by the Department of Health and Aged Care. 

The services offered by a self-managed provider can vary but usually include the administration of your care plan, budget management, and financial running of your Home Care Package, including managing the payment to your care workers and support services.

The basis of self-management is a partnership between you and Home Care Package provider. You work with your provider to create a care plan that addresses your specific health conditions, preferences, lifestyle, and available Home Care Package budget.

What are the benefits of self-managing your Home Care Package?

The freedom to make you choose your care workers and support services

Self-managing your Home Care Package puts you in control of the decision-making. You make the decisions about the care workers and support services you will use; you negotiate the rates you’re comfortable paying and you schedule the times that suit your lifestyle. This approach puts you in control of your well-being.

Cost-savings

By self-managing your Home Care Package, you can significantly reduce your package management fees, freeing up your Home Care Package budget for more care and services.

Trilogy Care’s Self Managed fee is 15% of your Home Care Package. 

At Trilogy Care, we are completely transparent in our pricing and don’t hide behind any hidden fees or surcharges. 

Learn more about the cost benefits of self-managing your Home Care Package on our pricing page. 

Improved quality of life

By taking control of your Home Care Package and having more say in your individual needs and preferences, self-managed home care contributes to an improved quality of life. Individuals can maintain a sense of normalcy, independence, and familiarity within their home environment, promoting overall well-being.

Personalised care plans

One of the fundamental aspects of self-management is having access to a personal care partner and assessment team through your Home Care Package provider to develop your personal care plans. These plans are crafted through open communication between the individual and their care partner and team. By considering the individual’s medical history, current health status, and future goals, a tailored care plan can be created to optimise overall well-being.

Learn more about care plans here. 

Finding care workers or support services

Joyful elderly lady laughing with a younger woman, abstract heart shapes in the foreground.

Finding care workers or support services when self-managing your Home Care Package can be easy if you know how!

One of the benefits of self-managing your Home Care Package is having the flexibility to choose your care or support service providers.

There are many ways to find support services in your area and, depending on where you live, there could be many people in your area looking for new clients.

How to source support services

  • Workers are already working with you
  • Recommended by a friend, family member or health worker
  • Local service providers
  • Online support service platforms or carer marketplaces

Local support services can be found through

  • Local directory boards
  • Community support groups
  • Local newspapers
  • Google search
  • Social media groups

Online support service platforms or carer marketplaces include websites such as:

Engaging in community forums, such as online community groups, can provide insights into preferred service providers in your area.

Another critical aspect to consider is the compatibility between the carer and the client. This goes beyond professional qualifications and includes factors such as personality, interests, and communication style. A good match can significantly enhance the quality of care and the overall experience for both parties. Some online platforms offer matching services based on these criteria, so it’s worth investigating these options.

Finally, always ensure that the service providers you are considering have a transparent pricing structure. Understanding the costs involved upfront can help you manage your Home Care Package funds more effectively and avoid any unexpected expenses. Regularly reviewing and assessing your care needs and the effectiveness of your chosen providers is also important to ensure you are getting the best value and care possible

If you need help understanding what to look for when finding care worker or support service, you can read our article on factors to consider when choosing a carer or service provider.

It’s important to note that service providers will need correct qualifications and complete Trilogy Care compliance checks to be paid under your Home Care Package funds. You can read more about service provider qualification requirements on our carer qualifications page.

By taking these additional factors into account, you can make a more informed decision when choosing care or service providers for your Home Care Package, ensuring a more satisfying and effective care experience.

Home Care Package Providers: Transitioning Guide

Switching to a new Home Care Package provider can be a significant change for those receiving home care services. In this article, we delve into the typical expectations and key aspects to anticipate when switching Home Care Package providers.

There are several reasons why you might consider switching Home Care Providers. Perhaps you’re seeking a provider more aligned with your needs and objectives, or you’re looking to maximize your home care package by opting for a company with lower administrative and case management fees. It could also be due to relocating to a new area and needing to find a provider closer to your new location. Trilogy Care serves nationwide from its Brisbane base. When managing your own home care package, you have the freedom to choose local carers. Utilise platforms like Mable, an online carer marketplace, to easily find suitable professionals in your area. Explore our article for more tips on finding service providers.

Research and decision-making

Before making the switch, it’s important to research potential providers. Look for Home Care Package providers who can meet your specific needs, have a good reputation, and offer services that align with your personal and healthcare requirements.

Initial contact and assessment

Once you’ve chosen a new provider, you will need to contact them to discuss your needs and arrange an initial assessment. This assessment will help the provider understand your care needs and preferences.

Exiting your current provider

Inform your current provider about your decision to switch. You should understand any notice periods or fees involved in terminating your agreement with them.

Transfer of Home Care Package

Your Home Care Package funding will need to be transferred from your current provider to the new one. To transfer your Home Care Package funding, you will need to contact My Aged Care to reactivate your Home Care Package referral code. Once you have your referral code, you pass that code onto your new Home Care Package provider. This is activate your Home Care Package with your new provider.

Customising your care plan

With your new Home Care Package provider, you’ll develop a care plan. This plan should outline the services you will receive, how often, and by whom. Make sure this plan is tailored to your specific needs and preferences.

Adjustment period

After the switch, there will be an adjustment period as you get used to new caregivers and routines. Communication is key during this period. Feel free to provide feedback or request changes to your care plan if necessary.

Ongoing communication and review

Regularly communicate with your new provider about your care and any changes in your needs. Periodic reviews of your care plan will ensure that the services continue to meet your evolving needs.

Understanding your rights and advocacy

Be aware of your rights under the Home Care Package program. If you have concerns or complaints about your new provider, you should feel empowered to speak up or seek advocacy support.

Remember, each individual’s experience may vary based on their unique needs and circumstances, and the providers involved. It’s important to stay informed and proactive throughout the process to ensure a smooth transition and the best possible care.

If you haven’t heard of self-managed home care, make sure you understand the difference between self-managed and fully managed home care packages.  If you still have some concerns, check out our frequently asked questions for more help. If you’re ready to start choosing a provider, check out our home care package provider comparison guide to help you decide.

Factors to consider when choosing a care worker or support service

care worker or support service

Having access to reliable and consistent care workers and support services can make self-managing your Home Care Package a more secure and reassuring process than navigating a Home Care Package with an unreliable traditional provider. This article will help you understand they key factors to consider for when choosing for new care workers or support services to help you identify a carer that will suit your ongoing needs.

Consider your needs:
Firstly, it’s best to identify the type of support you’re looking for, any health conditions you have that may impact the type of support you need and your availability. Whether you need domestic help or nursing support, understanding your needs before reaching out to new service providers will help you to explain your needs and determine whether a service provider aligns with your requirements.

Finding care workers and support services:
Once you’ve identified your needs, you can start looking for suitable care workers and support services. There are many places to look for a new support services including:

  • Recommendations from friends, family or neighbours,
  • Online directories such as Careseekers or HireUp
  • Local organisations like seniors’ groups, your local community centre or medical centre
  • Your local newspaper, or
  • Google search

Interview and visit:
Contact the service providers you're interested in and schedule interviews or visits. This will help you assess their suitability, ask questions, and get a feel for their approach and environment.

Compare costs:
Inquire about the costs associated with the care services. Compare prices and consider your budget.

Check references and online reviews:
Ask for references from the care providers and contact them to learn about their experiences. Online and Google reviews can also help you understand how other clients rate their services.

Trust your instincts:
Trust your gut feeling about a provider. Personal rapport and trust are crucial in care relationships.

Consider compatibility:
Evaluate if the provider's schedule, location, and approach align with your needs and preferences.

Carer credentials and qualifications:
Trilogy Care provides a compliance service for all new care providers and support workers. We background check any staff you would like to work with to ensure they have a current ABN, insurance and other requirements relevant to the work they will perform.

Review contracts and agreements:
Carefully review any contracts or service agreements before making a final decision. The Trilogy Care compliance team and your Trilogy Care care partner can also assist with reviewing any care agreements.

Remember that finding the right care provider may take some time and effort, but it's essential to ensure the well-being of yourself or your loved ones. Take your time to research and make an informed choice.

Would you like to know more about how to self-manage your Home Care Package? You can read more on our website or complete the below form and a member of our team will reach out to you.