Gensolve Virtual Assistant: a VA who can drive Practice Manager all day

Nobody searches “gensolve virtual assistant” out of curiosity. You search it because the whole clinic lives in Practice Manager, and the person confirming bookings, working the waitlist, raising invoices, submitting claims and chasing recalls is you, or your front desk between patients, in the gaps you don’t really have. Gensolve is built to run a busy, often multi-site allied health practice end to end. The catch is that all that depth only earns its keep when someone drives it every day.

And it is deep. Gensolve Practice Manager carries the appointment book, online bookings, the clinical record, invoicing, receipting and claiming for Medicare, DVA and health funds, plus the reporting layer that tells you whether the diary and the bank actually agree. Most clinics use maybe half of it well, because the features that pay back the most, the recalls, the claim follow-up, the aged-debtor work, are exactly the ones that get dropped first when the waiting room is full.

The daily rhythm a VA runs in your Gensolve

Morning, before the first patient: the appointment book gets a pass across every practitioner column and every site you run. Unconfirmed appointments chased by SMS, gaps flagged, recurring booking blocks checked, the odd double-booking caught before it becomes a waiting-room collision. When a cancellation lands at 8:40, your VA opens the waitlist, filters it to that appointment type and practitioner, and rings or texts down the list so the slot is backfilled before the practitioner has noticed it was ever empty.

Then new patients and overnight online bookings. Anything that came in through the online booking link gets confirmed and checked for a duplicate patient record, then tomorrow’s initials get a look: intake and consent forms still outstanding are chased, referral details and the right fee category attached, and the file set up cleanly so the first session starts ready rather than with ten minutes of paperwork.

Then money. A daily invoicing run so no completed appointment walks out unbilled, third-party and employer-invoiced accounts raised correctly, receipting kept current, and outstanding invoices worked on a chasing cadence you’ve approved so the debtors list stays real. Claiming runs the same day: bulk bill, patient, DVA and EPC/CDM claims that practitioners have raised get submitted through Gensolve’s claiming, statuses watched, and anything that rejects chased with the reason attached so it gets resubmitted rather than discovered at BAS time. The whole medical and NDIS billing layer sits squarely on the admin side of the line, which is exactly where a VA belongs.

Weekly and monthly, the part most clinics never reach: recalls and reporting. Your VA runs the recall and patient-status reports to find everyone who finished a course of care without a next booking, follows them up on the cadence you set, and reactivates the ones who quietly drifted off. Alongside that, the financial reports get run on a rhythm: daily takings reconciled against the book, the outstanding-claims and aged-debtor reports surfaced weekly, and the no-show and DNA numbers tracked so problems arrive as a list you can act on, not a nasty surprise three months later. That recall habit, done properly, usually pays for the VA on its own.

There’s a calendar-management discipline underneath all of this that’s easy to undervalue until it slips. Gensolve will happily hold a booking against the wrong fee category, a referral that’s run out of sessions, or a practitioner who’s actually on leave that week, because the software does what it’s told. A VA who works the book daily catches those before they reach the front desk: the EPC referral with one session left flagged so the GP gets asked for a new plan in time, the WorkCover or CTP claim approaching its review date surfaced, and the recurring block that should have ended two weeks ago cleaned up. None of that is glamorous. All of it is the difference between a book you trust and a book you re-check.

The multi-site advantage most groups leave on the table

If you run more than one clinic on a single Gensolve database, this is usually where a VA earns the most, and it’s the bit a busy reception desk almost never gets to. Because Practice Manager runs every location and practitioner column inside one system, a single VA can confirm tomorrow across all of your sites, work one combined waitlist instead of three isolated ones, and chase claiming for the whole group from one login, rather than each desk doing it in the gaps between patients and none of it being anyone’s actual job.

The practical version: your VA logs in once, runs the morning confirmation pass across every column at every site, then handles cancellations centrally so a freed Tuesday slot at one location can be offered to a waitlisted patient who’d happily travel there. They run the group’s claiming and aged-debtor reports as one combined view, which is the first time most multi-site owners can see at a glance which location is sitting on unsubmitted claims or growing debtors. We set the VA’s access to exactly the sites you want covered, start them on the busiest column, and widen the scope only once the rhythm is solid. For a two or three site group, that single coordinated set of hands is often worth more than the same hours split across three desks who never quite talk to each other.

The honest bit

A few things worth saying plainly. The waitlist is a list, not an automation: Gensolve holds the waitlisted patients, but it doesn’t text or ring anyone when a slot frees, so someone has to actually work it, which is rather the point of hiring a person whose entire shift is the process. The recall and reactivation reports reward someone who knows where they live and how to filter them; there’s no single magic button, and we won’t pretend there is.

Gensolve is also a heavier, more configurable system than the lighter cloud platforms, which cuts both ways. It does more, but it assumes a clinic that has set it up properly, with fee categories, appointment types, claiming defaults and security groups built the way the practice actually runs. A VA works brilliantly inside a clean Gensolve build and spends the first week asking sensible questions inside a messy one. We’d rather surface that early than discover it in week three. And if you run a standalone HICAPS or Tyro terminal at the front desk for on-the-spot health fund and Easyclaim swipes, that happens at the machine with whoever is physically there; it doesn’t route through a remote VA, and we won’t pretend it does.

If you’re weighing Gensolve against Cliniko, the short version is Cliniko is lighter with a cleaner one-click rebooking report, while Gensolve carries more depth for multi-site groups and richer claiming and reporting. Either way the VA scope is the same shape: drive the admin, leave the clinical alone.

What stays with you

Treatment notes, outcome measures, the clinical record, all clinical communication, fee and item-number decisions, and the clinical justification behind any claim, all of it stays with the practitioner, and anything a patient says that sounds clinical escalates to you under a written rule rather than getting answered by the VA. The notes part isn’t a policy we invented for this page; it’s a permission Gensolve already builds. Access in Practice Manager runs through user roles and security groups, so a VA on a reception or administration profile reaches the diary, demographics, invoicing, receipting and claiming, while the clinical record sits outside that profile entirely. The wall is set in the security group, not left to anyone’s good behaviour, and where the build allows it the VA’s view is narrowed further to only the sites and functions they need. We respect the line the software already draws.

For an allied health practice this is usually the deciding question, and the answer is short: the access we give the VA has no door into the clinical record, claiming is submitted but never clinically authored, and item numbers stay where they belong, with the person who can defend them.

What it costs and where to start

Gensolve admin sits on the admin tier, $12-17 AUD an hour excl GST, typically 10-15 hours a week for a one-to-five practitioner clinic, more if the VA also covers front-of-house enquiries or a second and third site, which is where a single Gensolve login covering the whole group really earns its hours. A solo practitioner with a quiet diary might only need a few hours a week, roughly $300-500 a month, and that’s fine. Specialist work like deeper reporting and campaign support is $18-25.

Placement takes 7-10 business days, with 5-7 days supervised inside your Gensolve before any solo work, a 30-day recalibrate-or-replace guarantee, and no lock-in beyond 14 days notice. The refundable $500 deposit credits to your first month.

The physiotherapy page and the broader allied health page go deeper on the industry side, and the VA cost guide has the full pricing picture. Otherwise book a discovery call with Jenn, who has placed 87+ VAs into Australian businesses since 2024 and will tell you straight if your clinic isn’t ready for one yet. Bring your waitlist, your last month of unbilled appointments and your outstanding-claims report. We’ll find the hours.