Curaeon Help Centre / KB-093
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KB-093TrainingReference
Draft. This article is awaiting technical review and may change — if anything here conflicts with advice from our team, follow the team.

Start here: I work at reception

Ten articles, in the order a new receptionist meets the work — read them across your first week and you will be able to run the desk on your own.

One page to pin beside the monitor: the quick-reference guide for this role is KB-110 — Quick reference: reception. The Help Centre's print view drops the navigation, so it prints as one sheet.

How to use this page

Read them in order; each assumes the ones before it, and none takes more than ten minutes.

The ten articles as a chain, from two-factor sign-in on day one to raising a ticket that is answered first time.
The ten articles as a chain, from two-factor sign-in on day one to raising a ticket that is answered first time.

The path

  1. KB-031 — Set up two-factor sign-in for Curaeon, and fix a code that is rejected, already used or timed out — Set up two-factor sign-in. Your first sign-in enrols an authenticator app and gives you ten recovery codes; finish within five minutes or the QR code expires. Afterwards: you sign in with a code every day and know what "that code has already been used" means.

  2. KB-038 — Book, reschedule and track appointments in the Calendar — Book, reschedule and track appointments. Booking checks the roster, the opening hours and existing appointments, and tells you when you are double-booking. Afterwards: you can book into the right slot, mark a patient arrived, and know what a cancellation does to a recall.

  3. KB-022 — Booking system sync issues — first steps — Booking system sync issues. Requests from the public booking portal arrive in Bookings to confirm, decline or reschedule. Afterwards: you can work that queue and run the first checks when the diary and the online service disagree.

  4. KB-076 — Appointment statuses from pending to completed, and what "At reception" means — Appointment statuses. A visit runs pending → confirmed → arrived → in progress → at reception → completed; "at reception" is the gap between the doctor finishing and the patient paying and rebooking. Afterwards: you can read the Calendar at a glance and see who is in front of you.

  5. KB-041 — Find a departed patient, reactivate them, or record a death or departure — Departed and deceased patients (with KB-042 — Find and merge duplicate patient records for duplicates). Tick include departed to find someone who has left, reactivate them when they return, and record a death or departure so recalls, reminders and letters stop. Afterwards: you can find any patient, and know that a merge is a person's decision, never the software's.

  6. KB-051 — Run recalls: book from a recall, and why a recall stays open or comes back — Run recalls. Book appointment from a recall links the two, and the recall closes itself when the visit is completed. Afterwards: you can work the worklist from due to done, and explain why a recall stayed open or came back.

  7. KB-052 — Raise, correct and claim an invoice, including when "Send to Medicare…" is blocked — Raise, correct and claim an invoice. Items come from the MBS schedule the practice has loaded — Curaeon never suggests one — and a sent invoice is corrected by void and reissue. Afterwards: you can bill a visit, take payment, and read what Send to Medicare… is telling you.

  8. KB-047 — Scan and file paper letters, including the appliance's pre-filled suggestions — Scan and file paper letters. The appliance pre-fills patient, kind, title and date from the page; you read the page and decide. Afterwards: the day's paper is in the right record, dated by the letter, in front of the right doctor.

  9. KB-050 — Email a letter to a patient: password, refused characters, "I can't open it" — Email a letter to a patient. Every message Curaeon shows when an email will not go — no consent, no address, a refused address, a character it cannot show. Afterwards: you can clear most refusals yourself and tell a patient which password opens their attachment.

  10. KB-082 — What to have ready before you contact support — Before you contact support. The version banner explains most "the screen has gone blank" reports, and its fix is a server restart. Afterwards: you can raise a ticket that is answered first time — the screen, the message and the time, never a patient's name (KB-007 — Why we never need patient details in a support ticket).

When you are stuck

The desk's FAQs are KB-091 — Recalls and reminders FAQ (recalls and reminders), KB-092 — Documents and scanning FAQ (documents and scanning) and KB-089 — Emailing patients FAQ (emailing patients). If the clinic cannot see patients right now, call and choose option 1. And when Curaeon asks why you are opening a record, the prompt is normal — KB-062 — Why Curaeon asks your reason for opening a record explains it.