FlowLogic Virtual Assistant: a VA who runs the claim batches, rosters and records behind your care

Case management software earns its keep in the space between a support being delivered and the money for it arriving. FlowLogic, built in Sydney by Datanova and running inside hundreds of Australian disability and home-care providers, shortens that space by design: the claim goes to the NDIA directly through the platform’s PRODA and PACE claiming, instead of taking the scenic route through an exported file and a portal login. Which makes the remaining problem very visible. The software removed the ferrying, not the work. Someone still has to keep the records claim-ready, maintain the roster, chase and file the progress notes, compile the batch, press submit, and deal with what bounces. If that someone is currently you, at night, around the actual running of a care organisation, this page is the alternative.

There’s a second thing that makes FlowLogic providers different from the average NDIS software customer: many of you aren’t only NDIS. FlowLogic holds disability participants and aged-care clients in the same system, and the admin burden compounds accordingly. Two funding worlds, one set of evenings.

The daily rhythm a VA runs in your FlowLogic

The routine has a daily layer, a weekly layer, and the fortnightly claim beat. Here is what each one looks like with a VA inside your account.

Daily, the roster and the record. The VA opens the schedule first: shifts adjusted for the day’s cancellations, recurring bookings verified, new services entered against the right client and the right support, and any gap or clash raised with your coordinator while there is still time to solve it cheaply. The decisions about who supports whom stay with the coordinator who knows the people; the VA’s job is making sure those decisions are being made from a schedule that is actually true. Alongside it, record upkeep: new referrals entered properly, contact details and consents current, plan and package dates checked. It reads like housekeeping until you trace a rejected claim backwards and find its cause was a plan end date nobody updated three weeks earlier. The cheapest place to fix a claim error is in the client record, before the claim exists.

Daily as well, the notes. Your support workers record what happened at each visit; that content is theirs and stays theirs. What a VA adds is everything around it: raw entries formatted into a consistent, readable record, filed against the correct client and shift, and a same-day chase to any worker whose notes haven’t landed. Providers underestimate this job until they see it done properly. A shift with no note behind it is unclaimable revenue and an audit finding waiting to be born, and the difference between a clean file and a shambles is rarely the workers, it’s whether anyone follows up within a day instead of within a month. This is classic careful, repeatable data work, and it suits a VA far better than it suits a founder.

Weekly, the compliance and budget pass. Staff files first: qualification documents, NDIS Worker Screening, first aid and the rest tracked with their expiry dates in FlowLogic, and anything approaching lapse chased with the worker before it gets there. A support delivered by someone whose clearance quietly expired is a problem you cannot retrofit your way out of, so the whole point of the sweep is that it happens before the date, every week, without fail. Then the budget-tracking reports. FlowLogic can show you each participant’s funding position against what has been delivered and claimed; the VA runs those reports on schedule and turns them into a short summary for your desk. A package burning at a rate that exhausts it two months early gets flagged now, with numbers, while there is still time to have the conversation. So does the opposite case, funding sitting under-used that the client is entitled to. Utilisation stops being something you discover at review and becomes something you manage during the plan.

Fortnightly, the claim run, which is where FlowLogic’s direct claiming changes the shape of the job. In systems without it, claim day means exporting a file, logging into the portal, uploading, waiting, downloading results, and matching them back by hand. In FlowLogic the batch is compiled and submitted through the PRODA and PACE integration from inside the platform. Your VA builds the batch from delivered, note-backed supports, checks the support items and rates before anything goes, submits under the access your organisation has granted, and then does the part that separates a good claim process from a hopeful one: works the results. Every rejected or short-paid line gets traced to its cause, whether that’s an expired plan, an exhausted budget category, or an item that no longer matches the current pricing arrangements, then fixed at the source and queued again. Lines that bounce and never get re-worked are how providers quietly donate revenue to the void; a VA whose job includes the follow-through doesn’t let them sit. The full claiming pattern is covered on our Medicare and NDIS billing task page.

And threading through all of it, the aged-care side of your caseload. If you run home-care clients in the same FlowLogic, the identical disciplines apply: their records current, their services rostered and adjusted, their notes formatted and filed, their budgets reported. The funding rules differ from the NDIS, but the admin motions don’t, which is exactly why one VA inside one system can carry both streams where two part-time admin hires never quite could.

The honest bit

Some plain statements before you book a call, because a page that oversells the software undersells the reader.

Direct claiming submits your data; it doesn’t launder it. The PRODA and PACE integration is genuinely the best thing about running claims from FlowLogic, and it is only ever as good as the records underneath it. A batch built on stale plan dates and missing notes fails just as thoroughly through an integration as through a CSV, it just fails faster. Most of what you’re buying with a VA isn’t the twenty minutes of pressing submit, it’s the daily and weekly discipline that makes the batch clean before it exists.

The notes belong to the people who delivered the support. A VA formats, files and chases progress notes; they do not and will not author the content of one, and if a worker simply isn’t recording their visits, the VA will make that gap loud and chase it hard, but no admin process can conjure a clinical record that was never made. We would decline a brief that asked for it.

The talent pool is honest-sized. FlowLogic is a specialist Australian platform, not a global commodity tool, so VAs with long FlowLogic-specific history are scarce and we won’t invent one for you. What exists in genuine depth is VAs fluent in the NDIS admin pattern (claim batches, budget tracking, note chasing, worker compliance) from neighbouring systems, and that pattern is the hard part. The screens are learned in the supervised week; the claiming logic can’t be, which is why we screen for the logic.

And the platform’s claiming reach is the NDIA’s. The direct PRODA and PACE claiming covers your NDIS revenue; how your aged-care and home-care funding is billed depends on your programs and your setup, and the VA works whatever that process is rather than a magic button. We’d rather scope it accurately on the call than promise a workflow your instance doesn’t have.

What stays with you

Disability and aged care are regulated, funded sectors, and this boundary is written in ink before day one: the VA does operational and administrative work only.

Every clinical and care decision stays with your team, including what support a person needs, how it is delivered, and anything requiring a registered or qualified professional. Plan interpretation and support-item selection are yours; the VA checks entries against your decisions and the current pricing arrangements, and flags mismatches upward rather than resolving them alone. The judgement inside an incident, anything touching safeguarding or a person’s safety, escalates to you immediately under a written rule. Fee decisions are yours. The approval that a claim batch is correct to lodge is yours, and your PRODA access is granted, governed and revocable by you.

FlowLogic’s user access permissions are what make the boundary structural instead of aspirational: the VA’s login reaches the administrative modules and not the restricted case-file areas, and everything they do is logged under their own account. You are never relying on someone’s good intentions; you’re relying on a permission set you control and an audit trail you can read.

What it costs and where to start

FlowLogic placements sit on the admin tier at $12-17 AUD an hour excl GST. Most providers land at 10-15 hours a week, roughly $500-1,100 a month, and that buys the whole rhythm above: the daily roster and record pass, the note formatting and chasing, the weekly compliance and budget reports, and the fortnightly claim batch with its follow-through. Deeper reporting builds go to the specialist tier at $18-25, and if you want the books done as well, bookkeeping is its own tier at $25-35.

Placement takes 7-10 business days end to end. The first 5-7 days are supervised inside your FlowLogic, starting on records, rostering and notes, with the claim run handed across only once you’ve watched it done right and signed off. The $500 deposit is refundable and credits against your first month, the first 30 days carry a recalibrate-or-replace guarantee, and there’s no lock-in beyond 14 days notice, because a placement should survive on usefulness, not contract terms.

For the sector picture, start with the NDIS virtual assistant page, and the Medicare and NDIS billing task page for the claiming detail. The VA cost guide walks through every number with nothing hidden. When you’re ready, book a discovery call with Jenn, who takes every call herself and has placed 87+ VAs into Australian businesses since 2024. Come with your last claim batch results and the list of notes still outstanding from last fortnight. Between those two documents is usually the entire business case.