Skip to content
English - Australia
More support
Are you a patient?
  • There are no suggestions because the search field is empty.

Bulk Bill Consent / Medicare AoB - Patient Journey

Table of contents

  1. Before the appointment
  2. Patient receives a consent request (SMS and email)
  3. Patient opens the link and verifies their identity
  4. Patient reviews the form details
  5. Patient confirms their consent
  6. Confirmation and record keeping
  7. If the patient doesn't consent (or can’t complete the form)

 

 

1) Before the appointment:

  • Patient is told (via signage, reception, or prior comms) they may receive a message from Healthengine to confirm consent for bulk billing.

“Medicare bulk billing consent is changing from 1 July 2026.

This change helps ensure you’re informed about what is being claimed from Medicare for your visit, how your Medicare benefits are used, and that your consent is recorded and can be evidenced if needed.

If your appointment is bulk billed, you will receive both an SMS and an email after your visit asking you to confirm your consent for Medicare billing.

The message will include a secure link and you’ll be asked to verify your identity before you can consent.”

2) Patient receives a consent request (SMS and email)

  • After the appointment is billed in the PMS, Healthengine sends the patient a consent request via:
    • SMS, and
    • Email

SMS text (template)

Practice name: To have your appointment covered by Medicare, tap the link: <link>

3) Patient opens the link and verifies their identity

  • Patient taps the link.
  • Patient completes verification (3 points of identification) before the consent form is shown.

4) Patient reviews the form details

  • Patient reviews the details of the consent request.
  • Patient answers the required question:
    • “Is the assignor the patient?” (Yes / No)
    • If No, the patient provides the required assignor details - first name and last name.

5) Patient confirms their consent

  • Patient confirms consent by selecting “I agree”.

6) Confirmation and record keeping

  • The consent is recorded for auditability and becomes visible to the practice in Practice Admin.
  • The consent status is then synced back to the PMS where supported (e.g., Best Practice status updates; Pracsoft receives a PDF).

7) If the patient doesn't consent (or can’t complete the form)

  • If the patient does not agree to assign their Medicare benefit, the patient should be privately billed and provided an invoice to claim from Services Australia.
  • If the patient can’t access the form (verification/device issues), the practice should use their manual fallback process (e.g., paper consent) and/or troubleshooting guidance.