nigel-test

A. Bright Horizons has always provided emergency back-up care via their Compass booking system. However, a few years ago Bright Horizons acquired another childcare company called My Family Care, MFC also provided emergency childcare but via a different booking system called Elysium.

We are working towards one combined system called Compass 2.0 where we plan to incorporate the best features from both. As you can imagine this type of development work takes time, and we want to make sure we have a fantastic system before we launch. For the time being, as each system has a different pool of clients we will continue to run both side by side. We allow our providers access to both systems to maximise the revenue opportunities to the providers on our network.

A. The migration of clients started in April 2024 and will take approximately a year to complete, as clients are being moved across to Compass on their contract renewal date. Once this has been completed, Elysium will be sunset. As the months go past you will start to see a shift in the demand moving across to Compass as the clients migrate.

If you are not already on Compass, the team will be reaching out to have you set up soon or alternatively you can complete this form now to speed up the process.

A. All bookings will have a reference attached and dedicated booking team that look after them, see table below for details. A booking reference can cover either an individual day of care or multiple days of care depending on how many days an employee decides to book at that moment in time.

A.

• If you have a query about your Compass booking, please contact our Compass Booking Team on 0800 247 1101.
• If you have a query about your Elysium booking, please contact our Elysium Booking Team on 0345 241 5308.
• If you have a query about Elysium provider payments, please email BUCProviderPaymentQueries@brighthorizons.com
• If you have a query about Compass provider payments, please email BUCProviderPaymentQueries@brighthorizons.com
• If you have a query about your Compass or Elysium account, please email BUCProviderEnquiries@brighthorizons.com

A. We have a dedicated Network Growth team to support providers with joining our network. The team will reach out to you to complete a few simple checks. These include (where applicable) regulatory body checks (i.e. Ofsted/Care Inspectorate/CQC rating), review of insurance documents, ICO registration and food hygiene certificate. As well as discussing your opening hours, rates, our booking process and our cancellation terms to see if it’s a good fit for both parties. If you pass these checks, you will be sent a copy of our provider agreement to sign (one for each system) and a link to register on our Elysium system.

Once you’ve completed the registration form you will be sent an email to create a login to your head office admin account on our Elysium system. Here you can amend your details at any time, view any confirmed/complete bookings and add any individual sites/Nannies (if applicable)

Once you’ve registered, the team will review your profile to ensure it has been completed correctly and activate you, you will then be live on Elysium for employees to start requesting care with you. The team then use your Elysium account to mirror and create your Compass account. This can take up to 2 weeks to complete and you will be notified once your live.

A. You can log into Elysium via this link, access your profile and update your details.

For the Compass system you will need to email BUCProviderEnquiries@brighthorizons.com with the details, and we will update these for you.

A. If an employee cancels before 5pm two working days before the date of care, then no payment will be made to you.

If an employee cancels after 5pm two working days before the date of care, then:

• For Nurseries/Holiday Camps/Childminders - a payment of half of the day rate or the half day rate (if there is one in the system) will be payable to you.
• For Nanny/Adult Care Agencies – A payment of 4hrs will be payable to you, unless the care is cancelled within one hour of the start time on Compass, in which case we will pay the full hours of care. If care is cancelled on the day of the booking for Elysium, we will pay the full hours of care.

The provider will always receive an update email, notifying them of the cancellation.  For Compass bookings this will be sent via Mimecast Secure Messaging. For Elysium this will be via your usual email address.

We will notify You of any reservation, cancellation or other change to a reservation. You agree not to accept any requests for reservations, changes or cancellations directly from any Employee and will inform the Employee that they must contact Us directly; You agree and acknowledge that in no event will We be responsible for any agreements made directly between You and an Employee.

A. Any queries regarding payment should be sent to BUCProviderPaymentQueries@brighthorizons.com

A. Depending on the care type and system there are different options, please see the guide below and if you have any questions, please contact BUCProviderPaymentQueries@brighthorizons.com

*Holiday camps & Nurseries are automatically set up on autopay for Compass, unless you specifically ask not to. If you would prefer to manually invoice, please let the team know during the registration stage.

How does Autopay work?

A. Your invoice must include the following information:

1. Name of site/agency
2. Back-Up Care booking reservation number
3. Your own Invoice number – As this is quoted on your remittance advice to enable you to match your payments to your invoices
4. Date(s) care was provided (each as a separate line item)
5. Number of dependants/care recipients
6. Hours of care per day
7. Contracted daily/hourly rate
8. Total amount due
9. Comments specific to the booking if relevant for processing the invoice (if applicable)

All manual bookings should be billed to the following:

Bright Horizons Family Solutions Ltd

Pioneer House

7 Rushmills

Northampton

NN4 7YB

Alongside this billing address, please ensure the below references are correct in your system for us:

VAT Number: GB905162449

Company Registration Number: 2328679

All invoices must be payable by Bright Horizons Family Solutions Ltd. Any invoices billed to alternative names (included but not limited to: My Family Care Ltd) will be rejected for payment.

If you have any questions about the above, please contact:

BUCProviderPaymentQueries@brighthorizons.com

Important Billing Policies:

• Invoices/hours should not be submitted/processed until after care has been delivered
• Invoices/hours must be submitted/processed within 45 days of care being provided
• Payment will be sent within 30 working days from the date of receipt of your invoice/hours being processed.

Payments will be declined for any invoices received more than 45 days after care has taken place

• Please forward your completed manual invoice for any CAS / 00 related bookings to billinguk@brighthorizons.com

• Please forward your completed manual invoice for any NAN / BAE related bookings to BUCProviderPaymentQueries@brighthorizons.com

Please note: Manual invoices are subject to ‘Invoice Adjustments’ if the invoice provided does not contain all the information detailed in the section above. It is your responsibility to correct this and return the invoice back to provider.billinguk@brighthorizons.com within the billing timeframe.

Nanny agencies please note - your hourly bill rate is for up to 3 care recipients, you will be paid for the hours the nanny completed that day, not per care recipient.

A. You will receive a confirmation email with the booking information when care is confirmed. Included in this email is the booking reference and associated dates of care. If you cannot locate this information, please contact the provider relations team for support BUCProviderBillingQueries@brighthorizons.com

A. We ask all providers to complete a registration set up form upon joining the network, included in this is a section to complete with your bank details. This is what we will use to set up your accounting profile which determines where your payments are sent. If your bank details change or you are not sure if we have the correct details, then please contact the provider relations team BUCProviderEnquiries@brighthorizons.com with the correct details so your accounting profile can be updated.

Please note, we do not cross reference the bank details on the invoice with your accounting profile on our system, so simply updating the details on the invoice is not sufficient, you must notify the team using the email above.

A. For Elysium, the remittance is sent out to the billing email address we have recorded on your accounting profile (supplied by you at the point of registration) from a brighthorizons@myworkday.com email address. If we do not have an email address, then no remittance is sent.

For Compass, the email will be sent via Mimecast (our secure messaging portal). To learn about how to access Mimecast see the question below. Once you receive the email and click the attachment, you will be asked if you would like to open the attachment or save to your computer. To view the information, you will need to click open.

And select either Adobe, Internet Explorer or Microsoft Edge to be able to view the remittance.

This is an example for a Multiple setting provider remittance

This is an example for a Single setting provider remittance

A. Mimecast is a secure messaging portal used to deliver important emails to you in relation to our Compass booking system, such as emails informing you of booking requests, confirmations, cancellations and anything billing related. Mimecast is used to protect both our, yours and our customers data. Whenever you are sent an email from us via Mimecast you will receive an email to your usual inbox that looks like the below containing a URL link to log into Secure Messaging as follows:

If you are a first-time user please click on create a password ensuring the password meets the system’s password requirements, and click Confirm. Then log in using your email address and new password.

If you have accessed the portal previously, please enter the email address the Mimecast URL was sent to, click next then enter your Secure Messaging Portal password. If you cannot remember your password or are having trouble logging in, please enter the email address the URL was sent to then use the forgotten password option to reset your login.

Once you have accessed the Secure Messaging Portal, it should look like an inbox and you will be able to view any messages we have sent you.

A. We pay our Nanny agencies a set fee rate per hour of care provided, the rate is different depending on if it is an app booking or off app booking. These rates are discussed and agreed with you before joining the network. When and what you choose to pay your Nannies is entirely your decision and responsibility.

Elysium bookings are on an autopay system, this means providing the Nanny or agency have processed (confirmed the hours on) a booking, it will automatically pull through to be paid within 30 days from the date it was processed. (For information on how to process a booking see the question below).

For Compass bookings you will need to invoice Bright Horizons for the care provided. You will need to wait until all days of care under the booking reference have been completed before you can invoice for it but other than that you can send through invoices as frequently as you would like, some providers choose to do this after every completed booking, others decide to complete fortnightly invoicing and do lots of bookings at once. The choice is yours but please note that bookings are paid 30 days from the date the billing team receive your invoice (not 30 days from when care is complete). All Compass invoices must be sent through to provider.billinguk@brighthorizons.com

For a reminder of what your invoice needs to include click here.

A. Elysium: Once the care has taken place, the Nanny confirms the hours they have completed on the app.

The booking status changes to processed and will automatically pull through to the billing team to be paid.

For off app bookings, you would need to log into the Elysium Provider Portal and manually process the booking. Before confirming, please ensure the hours are correct. If the booking requires any changes, please contact BUCProviderEnquiries@brighthorizons.com

Step by step

• Log into the Elysium Provider Portal
• Click on the menu in the bottom left-hand corner and click on ‘bookings’
• Enter the booking reference in the search bar to find the correct booking and open the booking.
• Scroll to the bottom of the booking page.
• Ensure the ‘Process Booking’ tab is open, tick ‘Manually mark this booking as processed?’

A. Elysium – For bookings that start with BAE- invoices need to be sent to BUCProviderPaymentQueries@brighthorizons.com

Compass – For bookings starting with CAS or 00 invoices need to be sent to provider.billinguk@brighthorizons.com

Please note that bookings are paid 30 days from the date the billing team receive your invoice.

Click here to see what the invoice must include.