COVID-19 – Rolling updates


Telehealth update and webinar

Friday April 3rd, 2020

Dear customers,

Telehealth has quickly become a vital capability for many practices as the COVID-19 crisis develops. Vital for keeping patients and staff safe and vital for revenue and business continuity. 

To help you meet this requirement, Genie Solutions is investing heavily in delivering the tools and information you need to change the way you deliver healthcare.

Tools to enable telehealth in your practice

A range of Advanced Extras are being released that will seamlessly integrate with your practice software to provide a smooth and efficient end-to-end telehealth solution:

1. Online Patient Registration – Patients can accurately provide detailed demographic information and telehealth consent from wherever they are, with an easy to use, secure, online form that automatically populates into Genie (available for Gentu soon). 
2. Video Consulting – Genie is partnering with Amazon to deliver Chime, a secure online meeting platform for Genie and Gentu customers. 
  • Chime will be available through Genie Solutions free of charge until 1st of October 2020 from mid-April. 
  • Chime will be tightly integrated into Genie and Gentu in phases over the coming weeks and will allow high-quality, remote video consultations to be performed right away.
  • Chime is HIPAA compliant and an entirely end to end encrypted solution underpinned by AWS’ world-class security model that allows you to meet Australian Privacy Principles. 
  • For customers wanting to use Chime ahead of it being available through Genie Solutions, a trial is available here
  • Helpful guides on how to get started are available in each Knowledgebase (click here for Genie, click here for Gentu). Please note that you will need to switch to a Genie provisioned Chime account to get it integrated into your practice software and have it free until October.
  • 3. Online Bookings – Specialist and GP Bookings powered by HotDoc is coming soon to both Genie and Gentu, allowing patients to easily book telehealth (and other) appointments anytime, delivering a great telehealth experience. Appointments can be triaged for telehealth, to increase practice efficiency.
  • 4. Online Patient Payments – Genie and Gentu customers will soon be able to accept online payments from patients, closing the loop on an efficient telehealth workflow. 

For more information, please email us and one of our team will be in touch.

Keeping you informed

With the Government continuing to announce a series of initiatives to support population-wide telehealth and a bewildering array of technology solutions being promoted, Genie Solutions has teamed up with some trusted partners to provide you with clear facts and advice on how to deliver telehealth in your practice.

Telehealth Briefing Webinar 12pm (AEST) Thursday 9th April


+ Telehealth tools: Michael Strachan, Head of Product Strategy, Genie Solutions 
Find out more about how you can extend Genie or Gentu to provide an end to end telehealth solution 

+ Amazon Chime unpacked: Amazon Web Services Representative 
Find out why Amazon Chime is a great choice for your practice and see exactly how you will be able to conduct a Video Consultation 

+ Optimising your practice workflow for Telehealth: Hanya Oversby and Russell Lee, Health Business Network 
Expert tips and tricks on building and running a telehealth business in your practice  

+ Telehealth billing – The Facts: Loryn Einstein, Medical Billing Experts  
The MBS billing rules are changing rapidly – get up to the minute details on exactly what and how to bill for your telehealth consultations 

We look forward to you joining us at next week’s webinar.

Kind regards,

The Genie Support Team

This offer has ceased on 30th June 2020.
Please refer here for more information

SMS Discount for COVID-19 related messages

Thursday 26th March, 2020

Dear customers,

Due to the constantly changing circumstances surrounding the COVID-19 pandemic, we understand now more than ever the importance of maintaining updated communication with your patients.

As this pandemic continues to develop, we’re working hard to ensure that there is no added pressure on your practice to keep up this communication through a higher consumption of SMS credits.

In a bid to help you in continuing to deliver better health outcomes to your patients, any SMS messages containing the words “COVID” or “corona” sent from the 1st of March until further notice will effectively be half-price.

Kind regards,

The Genie Support Team

Services Australia advice

Wednesday 24th March, 2020

Dear customers,

Services Australia advises that the mandatory requirement to physically print forms for patients will be suspended until further notice due to the COVID-19 pandemic.

The following forms will be exempt from current mandatory printing requirements:

– Bulk Bill Assignment Advice (DB4 form)
– Department of Veterans Affairs (DVA) Printed Statements (D1216S)
– In-patient Medical Claim (IMC) Patient Claim Consent and Declaration
– Lodgement Advice
– Patient Claim Interactive (PCI) Statement
– Online Eligibility Check (OEC) Disclaimer
– Statement of Claim and Benefit Payment
– Pathology Combined Request form – Patient Claiming
– Simplified Billing Assignment Claim form

These forms should be signed, printed, stored or sent electronically where possible. There will be no audits conducted during this period.

Kind regards,

The Genie Support Team

Support update

Wednesday 18th March, 2020

Dear customers,

With the recent and rapid outbreak of COVID-19, we understand how important it is for you to be able to support and protect your patients and staff. We are working with Genie Solutions’ Clinical Adviser, Dr John Lambert, on how we can best assist you right away.

As this situation develops, we continue to work closely with the Commonwealth Department of Health and the medical software industry to respond to your changing requirements.


How Genie can assist you

For you to be able to easily identify and communicate with your patients we have created this article that details: 

– How you can search Genie for ‘at risk’ patients

– How you can identify patients with upcoming appointments

– How you can communicate with identified patients in bulk around your clinic’s response to COVID-19

To ensure you are able to effectively track and bill for COVID-19 related treatments we have incorporated the new ICPC clinical codes in relation to COVID-19 into Genie and the new MBS Telehealth item numbers are now available.


How Gentu can assist you

To assist you in contacting patients and identifying patients who are particularly at risk of COVID-19, we’ve added the ability for practice administrators to export a list of patients as a .CSV file. This can be accessed from the Patient List in Gentu.

To help you identify and communicate with your patients we have created this article that details: 

– How to identify ‘at risk’ patients

– How you can communicate with identified patients in bulk around your clinic’s response to COVID-19

– How you can add reasons for encounter

Gentu has incorporated the new MBS COVID-19 telehealth items to ensure you can effectively bill for COVID-19 treatments. You can now bulk bill these directly to Medicare using these instructions.


Important Resources

Please continue to monitor your state and territory health department websites to keep up to date with the latest developments and advice (you can also access government information on triaging patients via this link). 


Additional Genie licenses to support remote working

Several customers have requested additional Genie licenses to support an increased need to work remotely. We are now offering discounted and flexible license options to meet this demand. If you want to know more, please contact our team via email ( or call 1300 889 362 and press 1 for sales.

We’re here to support you

You can contact our Support team from 7:30am to 7pm AEST Monday to Friday, via phone (1300 889 362) and via email. You can also keep up-to-date with relevant news and information in our Genie Community and Gentu Community.

Please let us know if there’s anything we can do to support you and your practice during this time. 

Kind regards, 
The Genie Support Team

Customer support capacity

Monday 16th March, 2020

Dear customers,

Given the ever-changing situation surrounding COVID-19, we wanted to alert you to changes that could affect support service levels in the coming days. Our Support Team, along with the rest of Head Office, will begin working remotely as of today, Monday, March 16th. 

Please note that we have a thorough business continuity plan in place, and we ask for your patience and understanding as we make the transition to a fully remote team.  The Customer Support team will continue to be available; however, you may see a short-term decline in usual response times due to this change. We appreciate your understanding and encourage you to please consider the urgency of your requests.  

We are committed to providing you with the best support possible during this uncertain time. 

Kind regards, 
The Genie Support Team


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