Aged care providers operating at scale
Providers managing high volumes of suppliers, varied invoice formats, multiple approval paths and growing exception types that are difficult to control through manual or basic processes.
Support at Home has raised the operational standard around every invoice, service record, claim deadline and monthly statement. Tungsten TotalAgility, implemented and supported by Xcellerate IT, integrates directly with AlayaCare to automate the workflow layer around it, helping protect funding, compliance and team capacity.
Every invoice captured, validated and matched to an AlayaCare visit automatically. Clean records for Services Australia claims from day one.
SLA workflows track claim windows from the moment of invoice receipt. Escalation alerts fire before deadlines arrive, not after funding has been forfeited.
Full traceability across invoices, services, approvals and workflows, supporting audit and reporting without last-minute reconstruction.
Configurable workflows adapt as requirements change, helping your automation keep pace without needing to replace your platform.
Support at Home introduces stricter requirements around how services are evidenced, claimed and reported. These changes directly affect how aged care providers manage invoices, service records, funding and compliance.
Providers can only claim for services after they have been delivered and against the correct funding source. This increases the importance of clear alignment between service records, invoices and claims.
Claims must be lodged within defined timeframes after service delivery. Missing these windows can result in funding not being claimable, increasing the importance of timely processing and visibility.
Providers are required to issue regular statements that reflect services delivered, funding usage and participant contributions, including periods where no services were delivered.
Providers need to retain supporting evidence for services and purchases, including those delivered by third-party suppliers, with clear linkage to participant records and service activity.
More granular claiming and service-level tracking can increase transaction volumes, requiring stronger workflow control and data consistency.
Managing participant contributions, co-payments and funding balances becomes more complex, requiring accurate tracking across systems and clear reflection in reporting.
Official guidance: This page outlines the workflow and automation implications of Support at Home. For current requirements, refer to the Department of Health, Disability and Ageing and Services Australia, as guidance may evolve.
Most AlayaCare environments do not break on care delivery. They break in the handoffs around it.
Providers managing high volumes of suppliers, varied invoice formats, multiple approval paths and growing exception types that are difficult to control through manual or basic processes.
Teams responsible for visibility across ageing items, bottlenecks, exception queues and month-end readiness, who need more than spreadsheets and email-based tracking.
Organisations working with external suppliers where non-standard invoices and supporting evidence increase manual effort and create risk around validation and claim timing.
Organisations recognising that current invoice and workflow processes will not scale as participant volumes, reporting requirements and operational complexity increase.
Support at Home introduces defined lodgement timeframes for different service scenarios. Missing these windows can result in claims not being accepted, making timing, workflow control and visibility critical.
Claims must be submitted within 60 days after the end of the relevant quarter. This requires consistent invoice processing throughout the cycle, not just at quarter-end.
Claims must be submitted within 60 days of the participant’s exit date. This creates a shorter, event-driven deadline that requires immediate visibility and tracking.
The most common failure point is not a missed service event. It is an invoice that arrived late, sat in an inbox, or was not matched to a service record in time. By the time the issue is identified, often during reconciliation, the claim window may already be at risk.
Supplier invoices arrive by email, PDF and paper. Vendors use inconsistent formats. Teams cross-check invoice details, service records, approvals and funding data manually. Exceptions move through inboxes instead of a controlled workflow.
Documents sit in too many places. Invoices are spread across inboxes, shared drives and paper, making status tracking unreliable and intake control difficult to maintain.
Validation is manual and time-consuming. Teams spend significant time checking supplier details, service records, approvals and coding manually, adding little value while increasing the risk of error.
Exceptions create delays and backlogs. Missing information, mismatches and approval delays cause work to restart instead of progress, creating backlogs that put claim timelines at risk.
Statement readiness becomes harder. When invoice and approval workflows are fragmented, monthly statement preparation becomes less reliable and harder to support with confidence.
TotalAgility does not replace AlayaCare. It orchestrates the workflows around it. Xcellerate IT implements TotalAgility to support intelligent intake, validation, routing, exception handling and workflow visibility, integrated with your AlayaCare environment and your ERP.
Your team focuses on genuine exceptions. TotalAgility supports the rest of the workflow.
Invoices are ingested from email, portal or paper-based sources. OCR and machine learning extract key data from a wide range of formats, reducing manual entry and improving consistency.
Invoice data is checked against AlayaCare service and visit information, with rules applied to support alignment between supplier details, services and financial data. Exceptions are identified for review where required.
Workflows route invoices through approvals, reviews and exception handling processes. Alerts and escalation rules help highlight items that may require attention, supporting better management of time-sensitive workflows.
Approved invoices are exported to ERP systems, with supporting data and audit visibility across invoice receipt, approvals and workflow activity. This supports downstream reporting, reconciliation and compliance processes.
Client and visit information can be referenced to support invoice validation, service alignment and consistency across workflows.
Funding profiles and contribution data can be used to support allocation, validation and accurate distribution of contributions and funding across services.
Vendor and financial reference data can be aligned across AlayaCare and ERP systems to support consistency and accuracy.
Invoice automation is the starting point. TotalAgility extends workflow control across invoices, approvals, exceptions and the data and processes connected to AlayaCare.
Enterprise AI captures, classifies and extracts line-level data from any invoice format. Tungsten’s adaptive machine learning models improve accuracy over time as they process more documents from your specific vendor base, including hand-written invoices.
Every invoice validated against AlayaCare visit records in real time via REST API. Multi-line invoices reconciled across multiple visits. Where no visit record exists, TotalAgility creates one automatically to ensure no service event is left unlinked or unclaimed.
Co-payments, top-ups and funder contributions can be allocated using each client’s funding profile from AlayaCare. This aligns with NDIS and Home Care Package funding requirements while supporting compliance and reducing manual allocation effort for finance teams.
These are common workflow breakdowns in AlayaCare environments operating under Support at Home.
The gardener, meal provider or transport company sends an invoice weeks after service delivery. It is hand-written or in a format the system cannot parse automatically. Without a controlled workflow, it sits in email and becomes progressively harder to link to the right service event before the claim deadline.
The invoice amount does not match the visit record. The vendor’s bank details have changed. The GL code does not reconcile. In manual environments, these items bounce between team members for days. In a controlled workflow, they route to the right queue with full context and history already attached.
Providers are required to issue regular participant statements showing services delivered, funding usage, contributions and remaining balances. If the underlying invoice and approval workflow is fragmented, producing accurate statements becomes a complex and time-consuming process.
Results observed across enterprise deployments in finance, operations and healthcare environments.
Reduce processing time from receipt to ERP posting from days to hours, supporting faster claim readiness and improved cash flow timing.
Reduce manual processing effort through increased automation, with human review focused on exceptions rather than routine invoice handling tasks.
Invoices that meet defined rules can be processed with minimal manual intervention, allowing teams to focus on exceptions and higher-value work.
Handle higher invoice volumes without proportional increases in headcount, supporting scale as transaction volumes grow under Support at Home.
Structured workflows, visibility and alerts help reduce the risk of missed claim windows and support more consistent processing across teams.
Gain clear visibility into invoice status, approvals, exceptions and processing timelines, reducing reliance on inboxes and manual tracking.
Xcellerate IT is the largest Tungsten Automation Titanium Partner in the southern hemisphere and the recipient of the APJ TotalAgility Cloud Partner of the Year award.
These are the highest accreditations available from Tungsten Automation, recognising deep implementation expertise and proven capability across enterprise deployments and ongoing platform support.
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Xcellerate IT delivers implementations designed to grow with your organisation. When Support at Home requirements evolve, your automation can adapt. As your organisation expands into areas such as supplier onboarding, accounts receivable or broader document and workflow automation, the platform is already in place.
Driving digital transformation
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The Titanium accreditation is Tungsten Automation’s highest partner tier, awarded for the deepest implementation expertise, the largest portfolio of enterprise deployments and the strongest capability for post-go-live support and platform evolution. Xcellerate IT holds this accreditation as the leading partner in the southern hemisphere.
Xcellerate IT’s service is exceptional. Their point of difference is not only their platform, but their team’s dedication and passion to deliver an excellent solution for their customers. Their team is solution focused, collaborative, accommodating and pragmatic. We are implementing their solution in a highly complex environment and have had a seamless experience. I highly recommend XIT and their product. 5 stars from me!
Matisha Angus
Consultant & Project Lead P2P – Ignite, Resthaven
See what other providers are asking as they navigate Support at Home.
Support at Home requires providers to claim only for delivered services, align each claim with the correct funding source, maintain evidence for services and purchases, manage participant contributions and balances, and produce regular participant statements. These changes increase operational complexity and transaction volumes, particularly where third-party suppliers are involved.
Support at Home defines two primary claim timing scenarios:
Missing these windows can result in funding not being recoverable, which makes workflow visibility and processing timeliness critical.
Tungsten TotalAgility is an enterprise workflow automation platform that helps organisations manage document capture, validation, approvals and exception handling across complex processes. It is commonly used to automate accounts payable and other operational workflows at scale.
TotalAgility integrates with AlayaCare to support workflows around invoice processing, validation and approvals. It uses available client, visit and funding data to help align invoices with service records and route them through structured workflows.
Yes. TotalAgility can process invoices received via email, PDF, portal or scan, including non-standard formats. OCR and machine learning help extract key data and improve consistency over time, reducing manual entry effort.
More consistent invoice capture, validation and approval workflows improve the quality of underlying data used in participant statements. This reduces reconciliation effort and makes statements easier to produce and explain.
Yes. TotalAgility can integrate with a wide range of ERP platforms, including TechnologyOne, SAP, Oracle, Microsoft Dynamics and others, supporting the flow of approved invoice data into finance systems.
TotalAgility can use funding and contribution data from AlayaCare to support allocation and validation workflows. This helps ensure consistent handling of co-payments, subsidies and other funding components across services.
Official guidance is published by the Australian Government Department of Health and Aged Care and Services Australia. Providers should refer to the latest Support at Home payment, statement and compliance documentation, as requirements continue to evolve.
See how invoice, service and approval workflows could be structured more effectively around your AlayaCare environment under Support at Home.