Open Plan Managers Configuration
From the left navigation menu, click Admin.
At the top of the Admin page, click Configuration.
In the left-side configuration menu, click Invoicing, then select Plan Managers.
This opens the Plan Manager Directory.
The Plan Manager Directory stores billing contacts that can autocomplete in the recipient field on the Send Claim sheet.
Understand How the Directory Works
The directory includes different types of plan manager entries.
Available source types include:
Canonical
These are seeded by the platform. They are well-known national plan managers and are read-only.Custom
These are entries added by your organisation. Use custom entries for smaller or regional plan managers, self-managed participants, or other billing contacts not included in the seeded list.Override
These replace a canonical entry just for your organisation. This is useful when a national plan manager updates their billing email and you need to use a different contact before the platform-wide entry is updated.
Search for a Plan Manager
Use the Search field to find a plan manager by name or contact details.
This helps staff quickly check whether a plan manager already exists before adding a new one.
The table shows details such as:
Name
Email
ABN
Source
You can also use the column headings to sort the list where sorting is available.
Add a New Plan Manager
Click Add plan manager.
The Add plan manager modal will open.
Enter the plan manager details:
Name
Email
ABN
Phone
Website
Notes
Click Add entry to save the plan manager.
Click Cancel if you do not want to add the entry.
Override a Canonical Plan Manager
Find the canonical plan manager you want to override.
Click the three-dot menu on the right side of the row.
Select Override for my org.
The Override plan manager modal will open.
Update the details your organisation wants to use instead of the canonical entry.
Fields may include:
Name
Email
ABN
Phone
Website
Notes
Click Add entry to create the override.
After the override is created, your organisation will see the override entry instead of the canonical one.
Use Plan Manager Details in Claims
Once a plan manager entry is available in the directory, it can be used when sending claims.
Entries from this directory autocomplete in the recipient field on the Send Claim sheet.
This helps staff avoid retyping the same plan manager email for every claim.
Important Notes
Canonical entries are read-only and managed by the platform.
Custom entries are created by your organisation.
Override entries replace a canonical entry for your organisation only.
Use overrides when the default canonical email or contact details do not match what your organisation needs.
Plan manager emails should be checked carefully because they may be used for sending claims.
Add notes when extra context is needed for billing staff.
Avoid creating duplicate custom entries if a canonical or existing custom entry already works.
Troubleshooting
If a plan manager does not appear when sending a claim:
Check the Plan Manager Directory.
Use the Search field to confirm the entry exists.
Confirm the email address was saved correctly.
Check whether the plan manager was added as a custom entry or override.
If the wrong email appears for a canonical plan manager:
Open Admin > Configuration > Invoicing > Plan Managers.
Find the canonical entry.
Use Override for my org to create an organisation-specific version.
Confirm the new email is saved in the override.
If you cannot add a plan manager:
Confirm you have permission to manage plan managers.
Make sure the required fields are completed.
Check that the email address is valid.
Refresh the page and try again.
If you cannot see Override for my org:
Confirm the row is a Canonical entry.
Check your role permissions.
Ask an administrator to review your access.