Appointments
18
+3 vs last Thu
Checked In
6
3 waiting
No Shows
1
+1 vs avg
Revenue Today
$4,280
72% of target
Appointments
18 today
08:30
✓ Done
Margaret Chen
HA Assessment — New Client
Completed
09:00
✓ Done
Bob Pemberton
Help / Adjust
Completed
⏱ 2hrs left
09:30
● In Progress
Jane Bancroft
HSP 600 Review
In Progress
⚠ Voucher Mar
10:00
◉ Waiting
James Nguyen
HA Assessment — New Client
Checked In
📋 GP Report
10:30
◉ Confirmed
Dorothy Fraser
Fitting — Bilateral
Confirmed
11:30
✗ No Show
Mei-Ling Wu
Tinnitus Assessment
No Show
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Triage
6 pending
SMS
Reschedule
9:12
Dorothy Fraser — wants to move 10:30 to next week
→ Offer Tue 10:30 or Wed 14:00
Bridge
Invoice
8:45
Margaret Chen — session done. Generate HSP 600 invoice.
→ Create invoice — 2× Phonak L70
AI
Billing
7:00
Bob Pemberton — unclaimed HSP 940 from 14 Jan. $680
→ Create claim before 60-day deadline
Doc
Referral
Yest
Referral: Dr. Foster → Thomas Blackwell, bilateral SNHL
→ Create patient + book assessment
6 February 2026
Dr. James Park
Chatswood
Sarah Mitchell
Chatswood
Dr. Lisa Chen
North Sydney
8:00
9:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
M. Chen ✓
HA Assessment
J. Bancroft ●
HSP 600
A. Kowalski
Follow-Up 3M
🍴 Lunch
S. Patel
HSP 930
E. Douglas
Fitting Bilateral
B. Pemberton ✓
Help/Adjust
D. Fraser ◉
Fitting Bilateral
🍴 Lunch
D. Hartcastle
Repair
J. Morris
COSI Review
J. Nguyen ◉
HA Assessment
M. Wu ✗
Tinnitus
G. Papadopoulos
DVA Assessment
H. Chang
Follow-Up 6M
| Patient | DOB | Phone | Status | Journey | Last Visit | Clinician | Funding |
|---|---|---|---|---|---|---|---|
| Chen, Margaret F · 72 |
14/06/1953 | 0412 345 678 | Active | Fitted |
06/02 | Dr. Park | HSP |
| Pemberton, Bob M · 68 | 23/09/1957 | 0423 876 543 | Active | Loyal | 06/02 | S. Mitchell | HSP |
| Nguyen, James M · 64 | 18/03/1961 | 0445 234 567 | Active | Assess | 06/02 | Dr. Chen | Private |
| Fraser, Dorothy F · 79 | 07/04/1946 | 0456 789 012 | Active | Trial | 23/01 | S. Mitchell | HSP |
| Papadopoulos, George M · 82 | 30/07/1943 | 0467 890 123 | Active | Prospect | — | Dr. Chen | DVA |
| Hartcastle, David M · 71 | 12/12/1954 | 0478 901 234 | Active | Loyal | 15/01 | S. Mitchell | HSP |
Patients
Referral → Assessment
80%
0%Industry: 72%100%
Assessment → Trial
60%
0%Industry: 55%100%
Trial → Fitting
90%
0%Industry: 82%100%
Fitting → Follow-Up
70%
0%Industry: 65%100%
Monthly Revenue FY 2025–26
AR Aging $23,460
Current
$14,200
30 days
$5,860
60 days
$2,400
90+ days
$1,000
Clinician Utilisation Feb 2026 · Benchmark: 75%
Dr. Park
78%$412/hr
S. Mitchell
85%$380/hr
Dr. Chen
62%$345/hr
🏥 Reception & Front Desk 6 articles
Patient Check-In Procedure
Step-by-step process for checking in patients upon arrival, including ID verification, consent form collection, and updating contact details.
New Patient Registration
Creating new patient records including demographics, funding eligibility (HSP, DVA, Medicare), GP details, and consent preferences.
Phone Call Handling
Scripts and procedures for incoming calls: appointment booking, enquiries, hearing aid issues, and triaging urgent calls to clinicians.
Appointment Scheduling Guidelines
Rules for booking appointments: duration by type, clinician allocation, room requirements, buffer times, and waitlist management.
No Show & Cancellation Policy
Procedure for handling no-shows and late cancellations: follow-up calls within 24hrs, rebooking protocol, and flagging repeat no-shows.
End of Day Cash-Up
Reconciling EFTPOS terminals, cash drawer count, preparing banking, and end-of-day reporting in AudCRM.
🩺 Clinical Procedures 8 articles
Pure Tone Audiometry Protocol
Calibration checks, test environment, Hughson-Westlake technique, masking rules, and recording results per AS/NZS IEC 60645.
Real Ear Measurement (REM)
Verifit2 setup, probe tube placement, RECD measurement, target matching verification (within 3dB), and troubleshooting.
Hearing Aid Fitting Workflow
Complete fitting workflow from pre-fit prep through REM to counselling. Includes acclimatisation schedule, care instructions, and follow-up booking.
Tinnitus Assessment Protocol
THI questionnaire, pitch/loudness matching, residual inhibition testing, counselling approach, and referral criteria for specialist review.
Infection Control & Hygiene
Equipment cleaning between patients, probe disinfection, otoscope tip disposal, hand hygiene, and PPE requirements.
COSI Administration Guide
Client Oriented Scale of Improvement: goal setting at initial appointment, post-fitting re-evaluation, scoring, and interpretation.
💰 Billing & HSP Claims 5 articles
HSP Claim Submission Process
Step-by-step HSP claim workflow: readiness checks, required documents, portal submission, tracking, and handling rejections/resubmissions.
HSP Voucher Verification
Checking voucher validity, expiry dates, remaining entitlements, and correct provider numbers before proceeding with HSP-funded services.
DVA Billing Guide
Gold/White card eligibility, DVA service codes, prior approval requirements, and claims submission via D2DL portal.
Invoice Generation & GST
Creating invoices in AudCRM, GST exemptions for HSP/DVA, private billing, gap payments, and RCTI requirements.
Payment Collection & Receipting
Accepting Visa/MC/EFTPOS/cash, issuing receipts, recording payments in AudCRM, handling refunds, and payment plan setup.
🌅
Daily Opening Checklist
Due by 8:30 AM · Assigned to Sarah Patterson
8/8Complete
✓
Unlock front door and disable alarm
SP
07:55
✓
Turn on waiting room lights and music
SP
07:56
✓
Boot up reception computer and AudCRM
SP
07:58
✓
Check EFTPOS terminal is online
SP
07:59
✓
Review today's appointment schedule and flag issues
SP
08:05
✓
Print clinician day sheets for each booth
SP
08:10
✓
Check consumables (batteries, domes, wax guards)
SP
08:15
✓
Confirm first patient reminder sent (SMS)
SP
08:18
🔬
Booth Equipment Check — Daily
Due by 8:30 AM · Assigned to clinicians
3/5In Progress
✓
Audiometer listening check (daily bio-cal)
JP
08:12
✓
Tympanometer probe calibration check
JP
08:14
✓
Verifit2 REM system boot and self-test
LC
08:20
Sound booth ambient noise check (<30dB SPL)
Pending
—
Otoscope light and battery check
Pending
—
🌙
Daily Closing Checklist
Due by 5:30 PM · Assigned to Sarah Patterson
0/10Not Started
Reconcile EFTPOS — print settlement report
—
—
Cash drawer count and reconcile with AudCRM
—
—
Review all appointments marked completed
—
—
Chase any unsigned clinical notes from today
—
—
Follow up today's no-shows (call or SMS)
—
—
Confirm tomorrow's appointments (send reminders)
—
—
Submit any pending HSP claims
—
—
Lock hearing aid display cabinet
—
—
Wipe down waiting area and reception counter
—
—
Set alarm and lock up
—
—
📅 Weekly Tasks Due by Friday
📊
Weekly Admin & Compliance
Due Friday 7 Feb · Assigned to Sarah Patterson
2/6In Progress
✓
Review and follow up overdue invoices (>30 days)
SP
Mon
✓
Check stock levels — reorder if below threshold
SP
Tue
Review expiring HSP vouchers (next 60 days) — book recall
—
—
Check outstanding manufacturer orders status
—
—
Run KPI snapshot for practice manager review
—
—
File patient documents into correct folders
—
—
📆 Monthly Tasks Due 28 Feb
🔧
Monthly Equipment & Compliance
Due 28 Feb 2026 · Assigned to Dr. James Park
0/5Not Started
Audiometer full calibration check (monthly log)
—
—
Sound booth ambient noise measurement and log
—
—
Review and update SOP articles flagged for review
—
—
Emergency equipment check (fire extinguisher, first aid)
—
—
Review clinician CPD hours and AHPRA compliance
—
—