For Australian specialists, surgeons and day surgeries running Genie or Gentu

Genie Solutions Integration and Automation for Australian Specialists

Genie has run the business side of Australian specialist practice for a long time, and Gentu does the same job in the browser. Neither of them chases the referral that arrived by fax with the referring doctor's provider number missing. Neither works the waitlist at four in the afternoon to find the one patient who could be consented, fasted and pre-admitted in time for a theatre slot that has just fallen over. Neither sends the pre-admission pack and keeps chasing it until it comes back complete. That work lands on a practice manager who is often the only person in the rooms while the surgeon is in theatre all day. Yes AI builds the automation that sits around Genie and takes it off them.

From day one the assistant works alongside Genie or Gentu: it answers the call, collects the details and the request, and hands them to the practice manager ready to enter in a few seconds. Waitlist, list and reporting work runs from a regular export your practice provides. A direct connection depends on the vendor's partner approval, which we do not hold yet, and we connect directly once it is in place. Your clinical records stay where they are, referrals and letters keep moving through the secure messaging your referrers already use, and every clinical judgement stays with the specialist. Built for the Privacy Act, the Australian Privacy Principles and state health records law.

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Realistic ROI

Hours/week

Rooms admin returned

Referral chasing, appointment enquiries, pre-admission paperwork and callback messages stop consuming the practice manager's day

Fewer empty slots

Theatre and clinic time recovered

A cancelled list or a late clinic drop-out is worked against a ready waitlist as soon as the practice flags it, not remembered when someone gets a spare ten minutes

Fewer gaps

Referrals complete before the visit

Incomplete referrals are chased with the exact missing item, so the consultation is not held up on the day

2 to 6 weeks

Phone answering live

Call answering, referral chasing and pre-admission packs can be live in two to six weeks. A direct Genie or Gentu connection follows only once the vendor approves it

Why Automate Around Genie With Yes AI

A specialist practice is not a general practice with fewer patients. The work arrives as a referral rather than a booking, the lead time between first contact and the operation can be months, the money involves Medicare, a health fund, a hospital and often an anaesthetist and an assistant billing separately, and the person holding it all together is usually one practice manager covering several consulting locations while the specialist is unreachable in theatre. Automation that ignores those differences gets quietly worked around. Four things make Yes AI the right partner to build it properly.

We map a referral-driven practice, not a clinic template

Before we design anything we sit with the practice manager and walk a real week end to end: where referrals actually land, which ones arrive by fax, which through secure messaging, which as an email attachment and which as paper a patient carries in, how a new referral becomes an appointment, how an appointment becomes a booking, what the surgeon wants to see before agreeing to operate, and which hospitals have which booking forms. We also map what only exists in someone's head, because in a lot of specialist rooms the triage rules, the fee policy and the theatre list logic have never been written down anywhere.

We automate around the clinical record, never through it

Nothing we build decides urgency, assigns a clinical category, interprets a result, changes a management plan or writes into a patient's clinical notes. The automation works on the administrative layer around Genie: the phone, the referral that arrived incomplete, the form the patient has not returned, the estimate pack that has to go out before consent, the callback that has not been made. Where information does need to reach the record it reaches staff as a clean summary for a human to check and enter, until the vendor allows a direct connection. That boundary is deliberate and we do not move it because a project would be quicker if we did.

Health information carries the highest bar and we treat it that way

Patient information is sensitive information under the Privacy Act and the Australian Privacy Principles, and your state law sits on top of that, such as the Health Records Act 2001 in Victoria or the Health Records and Information Privacy Act 2002 in New South Wales. A day surgery has accreditation obligations on top again. We design to that from the first workshop: least-privilege access, encrypted connections, Australian hosting, only the fields that genuinely need to move actually moving, deliberate decisions about retention and deletion, and a written record of what flows where so you can answer for it at accreditation or if a patient ever asks. That is how we build rather than legal advice on your obligations, so your own adviser stays the authority on what your practice has to do.

One Australian team scopes it, builds it and stays

The same people who sat in your rooms do the build, the testing and the support. That matters here because Genie typically runs on a server in your practice with client machines around it while Gentu runs in the browser, your IT provider owns the server and the backup regime, and a change window has to fit around consulting sessions and operating lists you do not control. We coordinate with your IT provider rather than talking past them, and when you add a consulting location, a second surgeon or a new hospital, the people who built the automation are the people who extend it.

What We Build Around Genie and Gentu

Six areas of specialist practice admin that eat the practice manager's week and that can be automated without going anywhere near a clinical decision. Every one of them runs alongside Genie rather than replacing any part of it, and every one of them hands off to a human the moment it should. Until the vendor allows a direct connection, the ones that need practice data run from a regular export your practice provides.

Nothing lost

Referral intake and chasing

Referrals still arrive four ways: secure messaging from the referrer's clinical software, a fax that becomes a PDF, an email attachment, and paper carried in by the patient. Secure messaging referrals stay in your Genie inbox, where your team handles them as now. Referrals that arrive by email or as a fax-to-email PDF can be collected into one queue, read, and checked for the administrative essentials a rebate depends on: the referring practitioner and their provider number, the date and the referral period. Incomplete referrals are flagged and the referring practice is chased by phone or email with the exact missing item. Urgency is presented to the specialist to decide, never assigned by software.

Rooms covered

The rooms answered when nobody can pick up

A voice agent answers overflow, after hours and every call that lands while the practice manager is at the hospital, on the other line or dealing with a patient at the desk. It handles what does not need a person: which consulting location the appointment is at and where to park, what to bring, whether a referral is needed, fees and how the gap works in general terms, appointment requests, and taking a proper callback request with the details you actually need. Anything clinical, anything post-operative and anything distressed goes to a human, and anything urgent gets the standard advice to call 000 or attend an emergency department. Every call leaves a written summary.

Slots refilled

Waitlist and theatre list management

When a theatre list drops a case at short notice you cannot simply ring the next name down. You need a patient who is ready in every sense: consented, financially informed, pre-admitted, anaesthetically cleared where that applies, able to fast, and able to physically get there with someone to take them home. The automation keeps the waitlist scored against those readiness conditions rather than date order alone, working from a regular waitlist export your practice provides or directly once the vendor allows it, so when the practice flags an open slot it contacts the handful of patients who could genuinely take it, in the right order, on the channel each one responds to, and hands the practice manager a shortlist to book instead of a phone list. The same logic works on clinic cancellations and the standard-length gaps a full session leaves behind.

Booked properly

Pre-admission, consent packs and hospital booking

Once the decision to operate is made, a pack has to move: the hospital booking form for that specific hospital, the pre-admission questionnaire, fasting and medication instructions, the consent documentation, and the written estimate your practice prepares. The automation sends it, chases what has not come back, validates the fields that are always wrong on paper such as Medicare, DVA and health fund membership numbers, and, working from your upcoming list export, tells the practice manager exactly which patients on next fortnight's lists are still missing something. The estimate goes out with the plain warning that the anaesthetist, any surgical assistant and the hospital bill separately, which is where a lot of patient complaints about cost begin. Item numbers and fees stay with your practice.

Referrers kept

Correspondence back to the referrer

Referral volume rests on a relationship, and a GP who never hears what happened to the patient they sent has little reason to send the next one. From a regular correspondence report your practice exports, or directly once the vendor allows it, the automation tracks the administrative state of correspondence rather than writing clinical content: which consultations and procedures have no letter yet, which drafts are waiting on the specialist to review and approve, and which referrers are owed something now. Letters keep going out from Genie through your secure messaging as they do today. We do not send or receive anything through Medical Objects, HealthLink or Argus. The value is the list: gaps surface the same week instead of months later when a referrer quietly stops sending patients.

Clarity

The practice manager's weekly view

In a specialist practice the week is easy to lose track of, with one practice manager covering several locations while the surgeon is in theatre. We build one weekly view to replace the notebook, the inbox and the spreadsheet: calls answered and why people rang, booking requests and callbacks passed on, referrals chased and still incomplete, and pre-admission packs outstanding for upcoming lists. List utilisation, consultation to booking conversion and referral volume by referrer can be added from a regular export your practice provides, or directly once the vendor allows it. Billing, health fund and Medicare claiming stay in Genie with your staff.

Six Australian Specialist Practice Plays We Build

Task	Traditional	With Yes AI and Genie	Notes
Orthopaedic surgeon consulting at three locations with two hospital lists	Practice manager rings around to fill a cancelled list, taking most of a day and often failing	Ready patients are identified from the waitlist export and contacted within minutes of the cancellation	Readiness is scored on consent, pre-admission, fasting ability and transport, so the shortlist is patients who can actually go, not just patients who are waiting.
Day surgery losing theatre time to late cancellations and incomplete pre-admission	Missing paperwork discovered on the morning of the list, cases delayed or pulled	Every case on the next fortnight's lists is tracked to complete before the day, from your upcoming list export	The practice manager gets one list of exactly what is outstanding and for whom, which is the difference between a full list and an expensive gap in the theatre.
Ophthalmologist with high referral volume and slow letters back to GPs	Letters batched when there is time, and some never go out at all	Outstanding letters listed each week from a correspondence export, so the specialist sees what is still owed	Referrers hear back promptly because the gaps are visible the same week, instead of a quiet drop in referrals nobody can explain six months later.
Practice manager who is the only person in the rooms	Calls go to voicemail whenever they step away, enquiries are lost, callbacks pile up	Every call answered, routine enquiries handled, real messages summarised in writing	They stop working through a voicemail backlog at the end of the day and only handle the calls that genuinely need a person who knows the practice.
Surgical practice getting patient complaints about unexpected bills	Verbal fee discussion at the consultation, estimate sent inconsistently or not at all	The written estimate your practice prepares goes out with the consent pack every time, and is chased until signed	The covering note states plainly that the anaesthetist, assistant and hospital bill separately, which is the gap many patients do not know exists until three separate invoices arrive.
Practice manager tracking the week across a notebook, an inbox and a spreadsheet	Calls, incomplete referrals and outstanding packs tracked from memory, and something always slips	One weekly view of calls, booking requests, incomplete referrals and outstanding pre-admission packs	Utilisation and referral volume by referrer can be added from a regular export, so the numbers come from the system rather than from memory.

Six Realities of Specialist Practice Automation and How We Handle Them

Clinical decisions stay with the specialist

Automation does not triage urgency, categorise a referral clinically, decide who gets operated on first, interpret a result or tell a patient what anything means. It presents the referral, the waitlist and the correspondence queue with the administrative facts attached so the specialist can decide faster, and it records what they decided. If a vendor tells you their system will prioritise your surgical waitlist for you, be very careful about what you are actually agreeing to and who carries it if the ordering is wrong.

We build only what your Genie or Gentu setup allows

Genie and Gentu are different products at different points in their life, practices sit on different releases, and what a third party may connect to is decided by the vendor, not by us. A direct connection depends on the vendor's partner approval, which we do not have yet, so today the assistant works alongside your system and data-dependent work runs from a regular export your practice provides. Before we scope anything we confirm in writing which exports and reports your setup can produce, and we design inside that. We would rather tell you in week one that a particular flow has to run from an export than sell you an integration that will break at the next release or breach your licence terms.

An estimate is not a quote and the gap is not ours to promise

We automate sending and chasing the written estimate your practice prepares, along with the plain statement that the anaesthetist, any surgical assistant and the hospital bill separately. What we do not do is choose item numbers, set fees, promise a patient what a health fund will pay, or assert that a case will be no gap or known gap. Fund arrangements, eligibility, waiting periods and excesses vary and change. Your practice prepares and confirms the estimate, the automation delivers and chases it, and the patient gets something honest in writing before they consent.

Referral rules need a human check

Referral periods and provider number requirements are set by Medicare and they change. The automation reads what is on a referral that reaches it by email or fax, checks the administrative essentials, flags a referral that appears to be missing details or approaching its end, and prompts the practice to act. It does not rule on eligibility, suggest item numbers or take any part in billing or claiming, which stay in Genie with your staff. Your practice manager remains the authority, and we build the workflow so a person confirms before a patient is told anything about cover.

A voice agent has to know when to stop talking

A post-operative patient ringing about pain, bleeding, fever or a wound is not an admin call. Nor is a distressed family member, a patient describing new symptoms, or anyone who sounds unwell. We set hard escalation rules so those calls reach a human immediately or receive the standard advice to call 000 or attend an emergency department, and the agent is built not to reassure, not to advise and not to guess. If the escalation path cannot be staffed at a particular time of day, we say so up front and we design the message the caller hears accordingly.

It only works if the practice manager trusts it

The person who has been holding the practice together with a paper diary, a whiteboard and a colour-coded spreadsheet is the person this either helps or annoys. If they do not trust it they will keep the spreadsheet running in parallel and you will have paid for two systems. We involve them from the first workshop, document the new flows in plain English, show them exactly where a human still decides, and run the automation alongside the current process until they can see it reaching the same answers on their own patients. The goal is that the automated way is obviously easier than the old way, to the person who does the work.

How Yes AI Helps

Discovery across the whole referral to payment journey

We map a real week in your practice: how referrals arrive and get triaged, how a consultation becomes a booking, what has to happen before a patient reaches theatre, who chases what, and where money and letters currently go missing. You get a clear picture of the current load and a costed plan before any build starts.

Automation built for your setup

We build the phone, referral chasing, waitlist, pre-admission, consent pack and correspondence tracking automation alongside Genie or Gentu, working from the exports your version can produce until the vendor allows a direct connection, confirmed in writing first. One accountable Australian team, tuned to how your rooms and your hospitals actually work, not to a generic clinic recipe.

Privacy and security designed in from the first workshop

Least-privilege access, encrypted connections, Australian hosting, only the fields that need to move actually moving, and deliberate decisions about retention and deletion. Everything is designed to the Privacy Act, the Australian Privacy Principles and the state health records law that applies to you, with clear records of what flows where for accreditation.

Monitoring and support after go live

We watch the automation once it is live, catch the exceptions, and stay available as the practice changes. Add a consulting location, a second specialist, a new hospital or a new hospital booking form, and the people who built it adjust it, so it keeps earning its place instead of quietly drifting out of date.

Our Specialist Practice Rollout

A clear five-step path from a first conversation to live, monitored automation alongside Genie or Gentu. Phone answering, referral chasing and pre-admission packs can be live in two to six weeks, depending on how many consulting locations, hospitals and workflows are in scope. A direct connection is a separate step that waits on the vendor's partner approval.

Discovery and confirming what is possible

We walk a real week with your practice manager, from the referral hitting the fax through to the letter going back to the referrer, and map every point where a person is holding the process together. In parallel we confirm in writing which exports and reports your version of Genie or Gentu can produce, and what waits on the vendor's partner approval, so the scope is built on what can actually be done rather than on hope.

Design and written scope

We turn that map into a concrete design: which workflows we automate, which events trigger which actions, exactly where a human still decides, what the voice agent will and will not handle, and how escalation works when the practice manager is unavailable. You approve a fixed scope, timeframe and price before a line of code is written, and the clinical boundary is written into that document.

Build in a safe environment

We build against a test environment and a de-identified or neutralised copy of your data, never straight into the system your rooms are running on, and with outbound messages blocked so nothing can escape to a patient or a referrer during testing. Your IT provider is involved from this point so server access, backups and change windows are handled properly.

Test and parallel run

We test on realistic scenarios, including the awkward ones: the incomplete referral, the late cancellation, the patient with no return call, the pre-admission pack that never comes back. Then the automation runs alongside your current process so the practice manager can see it reaching the same answers on real patients before anyone relies on it. Nothing switches over until they are satisfied.

Go live, train and monitor

We cut over, train the practice on what now happens automatically and what still needs a person, and keep watching. Exception alerts catch anything unexpected in the first weeks, when it matters most, and we stay on hand to tune the referral checks, the waitlist readiness rules, the message templates and the escalation paths as the practice grows.

FAQ

Does Yes AI work with Genie and Gentu?

Yes, alongside them. A direct connection into Genie or Gentu depends on the vendor's partner approval, which we do not have yet. Until then, the assistant works alongside your system: it answers the phone, chases incomplete referrals, sends and chases pre-admission packs, and hands the practice manager details ready to enter in a few seconds. Waitlist and reporting work runs from a regular export your practice provides, or directly once the vendor allows it. We do not replace either system and we do not try to move you off them, and before we scope anything we confirm in writing which exports your version can produce.

What can actually be automated in a specialist practice?

The repetitive administrative work that fills a practice manager's week. Collecting referrals that arrive by email or fax into one queue and chasing the incomplete ones. Answering the phone when nobody can pick up. Keeping a waitlist scored on genuine readiness, from a regular export, so a cancelled theatre slot can be refilled the same morning. Sending and chasing pre-admission paperwork and the written estimate your practice prepares. Showing which letters to referrers have not gone out yet. Taking booking requests and callbacks in a form staff can enter in seconds. If a person is copying between screens, chasing the same thing every week, or remembering something in their head, it is a candidate.

Will anything write into the clinical record?

No. Nothing we build writes clinical notes, prescribes, codes a diagnosis, interprets a result or alters a management plan. Where information genuinely needs to reach the record it arrives as a clean summary for a human to review and enter, so a person always decides what goes in. That boundary is written into the scope document you approve, and we hold it even when a project would be faster without it.

How does this work for a day surgery as well as consulting rooms?

The two share a spine and differ at the edges. Rooms care most about referral intake, clinic utilisation, correspondence and the consultation to booking conversion. A day surgery cares most about list utilisation, pre-admission completeness before the morning of the list, and consent and estimate documentation. We build the common parts once and configure the differences per site, which matters when the same practice manager covers a set of rooms and a theatre schedule at more than one hospital.

How long does it take?

Phone answering and referral chasing can be live in two to six weeks. A single workflow, such as phone coverage or referral chasing for one specialist at one location, sits at the fast end. Several workflows across multiple consulting locations, a day surgery and more than one hospital sits at the longer end. A direct Genie or Gentu connection waits on the vendor's partner approval, so we do not put a date on it. We agree a fixed scope, timeframe and price after discovery, so you are never signing up to an open-ended project.

Is patient data safe, and what about the Privacy Act?

Security and privacy are designed in rather than bolted on. Patient information is sensitive information under the Privacy Act and the Australian Privacy Principles, with your state health records law on top, so we use least-privilege access, encrypted connections and Australian hosting, move only the fields that genuinely need to move, and make deliberate decisions about retention and deletion. You get a written record of what flows where, which is what accreditation and any patient enquiry will ask for. We are an Australian consultancy and your data stays your data.

What does it cost?

We scope honestly rather than quoting a figure sight unseen, because a solo specialist at one location and a day surgery running four lists a week are different builds. Strategy and scoping engagements start at $1,000 for a focused BASIC piece, $3,000 for a STANDARD engagement, and $10,000 for a STRATEGIC one covering a broader estate. After discovery you get a fixed scope, timeframe and price in writing before any build begins, so there are no surprises and no open-ended hourly bill.

We have one practice manager and no IT department. Is that a problem?

No, and it is a very common setup in specialist rooms. We handle discovery, design, build, testing, parallel run, cutover, training and support ourselves, and we work directly with whichever IT provider looks after your server and backups rather than asking your practice manager to broker it. What we need from you is time with the person who knows how the practice actually runs, and a decision maker who can approve the scope. That is usually the same person, which is exactly why we design the rollout around their availability.

Take the Admin Off Your Practice Manager

Book a call and we will walk a real week in your rooms, show you where the phone, referral, waitlist and pre-admission admin is costing you time and theatre slots, and tell you honestly what can be automated alongside your version of Genie or Gentu. No obligation, no jargon.