Introduction
With the Support at Home program delayed to November 1, we’ve taken the opportunity to expand our scope and deliver a generalised solution that works across all funding schemes, not just Support at Home.
This guide will explain how to use new tools to manage pricing, margins, and suppliers in a brokerage model. It covers key features that support care organisations working with third-party providers, especially when funding and cost recovery are complex.
This article is intended for several types of users. It’s for finance administrators who are responsible for setting rates and managing cost recovery. It also supports marketplace, rostering, and care coordination teams who apply pricing and manage supplier relationships. In addition, it’s useful for executives and finance leaders who need visibility into costs versus revenue through reporting and analytics.
Brokerage pricing and supplier control
A smarter way to manage third-party suppliers and run a cash-positive brokerage model.
We’ve launched a suite of enhancements purpose-built for care providers operating under a brokerage model. Developed in close collaboration with providers like you, this release makes it easier to manage supplier pricing, track margins, and stay financially sustainable—without the manual overhead.
Care organisations need greater control and visibility when working with external suppliers, especially under complex funding arrangements. This feature was built to solve three key challenges:
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Recovering true service costs by automatically applying overheads and loadings to supplier rates
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Reducing manual errors through globally defined pricing rules that apply consistently across funding schemes
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Improving financial transparency by clearly separating supplier costs from client charges and surfacing margins at the point of invoicing
Key features
Overheads and loadings: Users can flexibly manage overheads and margins, apply them per case or system-wide, and update old records to stay current.
Distinct supplier and service prices: The price you pay from suppliers can be distinct from the price you bill for the service, enabling you to optimise your margin.
Choosing the service price unit to charge the Member: We have added the ability to differentiate between the supplier's unit price (buy) and the service unit price (sell) for purchase order items.
Purchase orders on the roster: In addition to adhoc invoices, purchase orders can now be managed via Member rosters.
Show Member invoices: We have added a new page to list a Membership's invoices. Similarly to the global invoices list, it is only viewable by finance admin users.
Editable invoices: In order to handle updating Support at Home service codes for invoice lines (claimable items), we have added the ability to update certain fields on published, imported and/or system-generated invoices. This includes invoices created by a billing run.
These features help reduce manual work, minimise errors, and support a financially sustainable brokerage model.
Primary users
Primary users of this feature include finance administrators, who are responsible for setting rates, defining overheads, and managing margin configurations. Teams involved in marketplace operations, rostering, care coordination, and order management are also key users - they apply pricing rules, approve supplier usage, and handle day-to-day management of third-party providers. Additionally, C-suite executives and finance leaders rely on the system for visibility into pricing strategies and financial performance, typically accessing this information through analytics rather than directly within the product.
Internal stakeholders include the solutions and onboarding teams, who are crucial in ensuring smooth implementation for organisations with brokerage-heavy models. Sales and support teams rely on this feature to help customers configure and maintain their brokerage workflows effectively.
In terms of permissions, finance admins are granted access to configure and manage supplier rates; while rostering and marketplace teams can apply pricing rules and oversee the feature's daily operational use.
Overheads and loadings
Set global overheads and loadings on supplier prices
Ensure the recovery of the true cost of delivering services and capture margins.
This feature allows you to create a set of global rules for a funding scheme that automatically applies overheads and loadings to supplier prices. Setting these globally reduces human error and allows easy updates for any overhead increases.
To create your first set, navigate to the three dots next to your account name and select Settings.
Scroll down to Finance and select Third-party overheads and loading.
The global rules are defined by funding scheme. To access the global rules, click the blue New set button in the top-right corner. A side window will appear, click the Choose funding scheme drop-down option to select your funding scheme.
Next, add your overheads and loadings as needed. Click the Add overhead or Add loading blue buttons to add lines.
Important: You can use either a fixed amount or percentage - these are calculated by adding any percentages first, and any fixed amounts are applied after.
The overheads section is separate from the loadings section - these are calculated separately, with overheads being calculated first and then the loadings second. Here you will see an example:
At the bottom of the screen, you’ll see an example of how your inputs will be calculated.
Once happy, click the blue Create button.
The screen you return to will show an overview of any created sets, and you can edit or delete these sets as needed.
Where are overheads and loadings applied?
Once set up, your global overheads and loadings will appear in all places where you can create and edit purchase orders. This includes purchase orders in tickets and purchase orders scheduled on Member rosters.
Creating supplier price lists
We have added the ability to configure rates (supplier rate cards) for suppliers and clinicians. These are similar to visit rates but are unique to TPP helpers.
From the main Lookout screen, navigate to the Care section in the main side menu and select Third-party providers.
On the new window that loads you will see tabs at the top to filter the results by Clinicians and Suppliers. Click the Suppliers tab.
You can use the search filters to help you find the provider you are looking for or scroll through the list. Once you have found who you are looking for, click their name to enter their dashboard.
On their main dashboard is where you will see the new section we’ve added on the right-hand side - Supplier price list. This section is where you can see the price cards associated with this provider.
You can click the three dots next to each rate to edit or archive that specific rate. There is also a New rate button. Clicking this button will bring up a side window for you to add the new rate details.
Once you have added your details and clicked the blue Create button, these new rates can be selected when creating/updating purchase order or invoice lines, and they will pre-fill the appropriate form fields.
Member price vs supplier price
We’ve introduced a new members price field on purchase order lines. This defines the chargeable rate passed directly to the invoice, allowing a clear separation from the supplier cost. This creates instant visibility of your margins.
You can:
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Apply overheads globally or case-by-case
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Override margins per invoice line
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Update the service price on purchase orders using the bulk action tool
Additional features:
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Configure supplier rate cards (like visit rates, but specific to TPPs)
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Manage custom attributes and data export categories for reporting
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API support for rate configuration
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Show non-visit-based invoices (e.g. CHSP home mods) directly on the roster
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Create invoices directly from the Member roster
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Enhanced purchase order visibility and management
New tools for choosing how to charge a Member
As a part of the Supplier prices project, we have added the ability to differentiate between the supplier's unit price (buy) and the service unit price (sell) for purchase order items. The calculated service unit price is then used at the unit price for any generated invoice lines from the PO line item.
When looking at Service unit price charged to Member, there are now a few options for calculating the service unit price charged on a purchase order line form.
The options available are:
Dynamic unit price
This option automatically calculates the service unit price based on any configured overheads and loadings for the client's funding scheme. The option is still shown but is disabled if no overheads/loadings have been configured. See more on how to set this up below.
Fixed unit price
This option allows selecting a service price (visit rate) to use as the service unit price. The options shown here use a light version of the smart rate functionality like the visit form.
Custom unit price
This option allows a custom service unit price.
Passthrough
This option passes the supplier unit price to the Member directly with no margin, this is the same as the existing functionality and is the default.
In addition, the supplier unit price, unit type and tax can be pre-filled from the third-party provider price list, if one is set up.
Purchase order item service prices can also be updated in bulk from the global purchase order items list. From the main Lookout screen, navigate to the Finance section in the main side menu, and then select Purchase orders.
Using the bulk selection tool, select the purchase orders you wish to update. A new pop up will appear with an edit button. Clicking this button will bring up a few options to choose between: Services, Map to Support at Home, Update service price and CHSP service or outlet.
Click the Update service price option.
Clicking will bring up a side screen. In it, you will see a reminder stating how many purchase order lines you have selected. Your purchase order lines will be overwritten to set a service price option you choose below. Only purchase order lines that are not matched will be updated. Here, you can change the service price to Dynamic unit price, Fixed unit price, Custom unit price and Passthrough. Select the option you are wanting, and input any required fields. Don’t forget to press the blue Save button in the top-right corner to keep these changes.
When you have pressed Save, a green confirmation pop-up will appear to confirm that these changes were made successfully.
These amounts can also now be viewed and edited when matching lines for a supplier generated invoice.
Purchase orders on the roster
In addition to adhoc invoices, purchase orders can now be managed via Member rosters.
Let's look at adding a new line for a purchase order. Navigate to the Care section in the main side menu, and then select Members.
You can use the search filters to help you find a Member or scroll through the list. Once you have found who you are looking for, click their name to enter their dashboard.
Click the Roster tab across the top of the Member's profile. This will bring up their roster. Navigate to a desired date on the roster and double-click in the times section to bring up a pop-up window.
From the options that appear, click Add purchase order item.
This will open a side screen for a new purchase order item. In this section, you have the option to select an existing purchase order or create a new purchase order.
To use an existing purchase order, click the Purchase order drop-down and find the purchase order you wish to use. You can search or scroll to find and select.
Once you have selected an existing purchase order, a new set of options will appear in the window. You can now select a rate from a third-party supplier price list. For this example, we are going to select the Base hourly rate.
Once you select an hourly rate, information will automatically populate in the below input boxes.
You will see the supplier price reflect which hourly rate you have selected. You cannot add a value here, as we are using a fixed unit price from the supplier list.
Check the unit type and quantity. For this example, hours will already be selected due to us choosing the base hourly rate option above. In quantity is where we will now set the number of hours. Input the required hours.
Scroll down to the bottom of and confirm the estimated delivery date and delivery time. It will be set to where you double clicked on the roster, so make sure to check the times before saving. Once you are happy, hit the blue Save button in the top right-hand corner.
To create a new purchase order item, you will follow similar steps, except instead of using the dropdown to select an existing purchase order, you will input the required details in the other presented boxes in the side window. Be sure to hit save after you have added in all of the required information.
You will get a green box pop-up to confirm your new item has been successfully added.
You will now see the new purchase order item appear on their roster.
Double clicking on the new added item will bring up the side screen again, where you can edit the purchase order directly from the roster. You will have the option to edit, delete, manage the purchase order in ticket or hide from a Member’s roster.
If you scroll in this side window, you will see that you can reconcile the purchase order line from the Member roster. Click the Upload supplier invoice button to open a new window.
Here, you can upload the supplier invoice, add a reference, issued date and select the line items to associate with this invoice. Hit the blue Save button in the top right-hand corner when you are happy.
The invoice will then be attached to the purchase order item in the roster and can be viewed here.
Show Member invoices
Lookout now features a dedicated page for viewing a Membership’s invoices. Like the global invoices list, access is limited to finance admin users.
Navigate to the Care section in the main side menu, and then select Members.
You can use the search filters to help you find a Member or scroll through the list. Once you have found who you are looking for, click their name to enter their dashboard.
From the dashboard, click the Transactions and statements tab across the top of the Member's profile. This will bring up their transactions.
You will see new tabs have appeared: Transactions, Invoices, Accounts and Statements. Click the Invoices tab.
Invoices will automatically load in newest order, but you have the ability to sort and filter. You will also see there is a blue button to add a new invoice also from this screen.
We hope future updates include listing client contribution amounts for Support at Home-funded Members. Watch this space!
Invoice sort option
As mentioned already, you can now sort invoices by newest first (default) or oldest first on both the page above and the global invoices list. The filtered date range is also displayed next to the results count, where applicable.
Show Member invoices on the roster
In some cases, especially for CHSP services like home modifications, users have been creating adhoc invoices for scheduled services, either manually or through the bulk upload tool. These invoices are then reported as CHSP sessions in the Data Exchange (DEX) Portal.
To support this process, these invoices now appear on Member rosters. We've also added a new option for users with finance permissions to create an invoice directly from a Member's roster.
The process is very similar to adding a purchase order on the roster, as explained earlier. Navigate to the Care section in the main side menu, and then select Members.
You can use the search filters to help you find a Member or scroll through the list. Once you have found who you are looking for, click their name to enter their dashboard.
Click the Roster tab across the top of the Member's profile. This will bring up their roster. Navigate your mouse to a specific date on the roster and double-click in the times section to bring up a pop-up window.
From the options that appear, click Add adhoc invoice.
This will open a side window for a new invoice. Add in all of the required information, and don’t forget to double check the Service date and Service end time if required. The Service date will be set to where you double-clicked within the roster, so always check this part before moving on.
Add in your invoicing details by pressing the blue Add line item section. Here is a basic example:
You can add multiple line items here. Once you are happy, hit the blue Save button in the top right-hand corner.
You will get a green box pop-up to confirm your new item has been successfully added.
The invoice details will appear in a side panel. To close it, simply click anywhere on the screen outside the panel. Once it's closed, you'll see the new invoice item can be seen on the Member’s roster.
Clicking on the newly added item will bring up the side screen again, where you can edit the voice directly from the roster. You will have the option to Edit or Delete.
Editable invoices
In order to handle updating Support at Home service codes for invoice lines (claimable items), we have added the ability to update certain fields on published, imported and/or system-generated invoices. This includes invoices created by a billing run.
This works similarly to how CHSP services and outlets can currently be updated for published invoices. It enables necessary adjustments to claiming codes in cases of data entry errors, especially when a Support at Home claim might otherwise be invalid.
To use this new feature, navigate to invoices and select a published invoice. You can use the filter options to only display published invoices.
Once you have selected and clicked into an invoice, you will see the pencil icon next to each item on the right-hand side. Clicking here is where you can edit that invoice line item.
In this example below, you’ll see a quick run through editing an invoice item in real time.
Unit price, quantity, tax, description, and client contribution amount are all fixed and cannot be edited.
On the invoice screen, you'll see a Show Preview button. Clicking it displays a preview of the invoice. To exit, simply click Hide Preview.
There's also a Download drop-down menu, which includes download options for the invoice and a Print Invoice option. Choosing Print Invoice opens a print preview pop-up window and allows you to save the invoice as a PDF.
Update outlets on visits and/or recurring rules
We have added a similar update outlet bulk action to help customers update outlets during visits and/or recurring rules. This option will only appear if a customer has any CHSP memberships.
Visits & recurring rules get their CHSP service type from their rate, so the CHSP service can be updated by changing the visit rate or updating the relevant visit rate.
To update outlets on a visit, navigate to the Rostering section in the main side menu, and then select Daily snapshots.
Select the visits you wish to update using the new bulk action tool. A pop-up bar will appear with Edit, Change status and Actions buttons. Click the arrow next to Edit to show more options. Click the CHSP outlet option from the list.
This will bring up a side screen where you can edit and update the visit CHSP outlet. You will see a reminder at the top of this side screen letting you know how many visits you have selected with the bulk action tool, letting you know that all that you have selected will be overwritten with whatever CHSP outlet you choose from the drop-down option below. Once you have chosen from the drop-down list, press the blue Save button to update your visits properly.
Updating outlets on recurring rules is very similar. Navigate to the Rostering section in the main side menu, and then select Recurring rules.
Select the recurring rules you wish to update using the new bulk action tool. A pop-up bar will appear with Edit, Change status and Remove buttons. Click the arrow next to Edit to show more options. Click the CHSP outlet option from the list.
This will again bring up a side screen where you can edit and update the recurring rule’s CHSP outlet. You will see a reminder at the top of this side screen letting you know how many recurring rules you selected with the bulk action tool, reminding you that the selected recurring rules will be overwritten with whatever CHSP outlet you choose from the drop-down option below. Once you have chosen from the drop-down list, press the blue Save button to update your visits properly.
