Why are we doing this?
We truly believe that our customers matter and want to make sure critical issues impacting your medical practice are resolved as quickly as possible. Customers choosing option 1 can speak with one of our technical experts in order to resolve these urgent enquiries with minimal disruption to your working day.
We've provided option 2 because we know that Medicare and ECLIPSE billing is an important yet complex part of Genie that takes time to master - even for our Genie experts! Our team members experienced in online claiming will be able to assist with these calls.
For any other enquiries, we encourage you to use option 3 where our support team, including our 7 newest staff members not yet adept at online claiming, will be able to assist you.
If by chance you come through to a queue that doesn't fit your enquiry, we'll transfer you through to the team best able to handle your call.
When should I choose which option?
1. If you are experiencing a problem with accessing Genie
This option is for those problems that are preventing your practice from functioning and need to be resolved as a matter of urgency. This may be that your Genie Client is continually freezing or perhaps you can't connect to Genie at all.
2. If your enquiry is in relation to online claiming
Choose this option for anything to do with the online claiming ecosystem in Genie - from PSI store or HIC Online installation problems to transmission errors and dealing with Medicare or ECLIPSE exceptions, our experienced staff are here to help.
3. For all other enquiries
As described, this option is for all other enquiries you may have about your Genie product. This includes Advanced Extras, appointments, printing, scanning, reporting, or any other questions you may have regarding how to use the Genie application (excluding online claiming).
If you do select this option and receive one of our newer support staff, be sure to welcome them into the Genie family. While they are still enhancing their knowledge in online claiming, they're all more than equipped to help you with your general enquiries and, as a bonus, they're really friendly too (we promise!).