Customer Relationship Management (CRM) system Hot Keys 012-04060020

In addition to the below, add a short note in relation to the status of the application and the application allocation date to the Extended Description field in CRM to enable faster access to information.

Enquiry Description

• My Health Record only
• My Health Record Provider Registration - HW018 Part B Auth Links forms received <Date>
• Combined HI & My Health Record Application
• My Health Record Provider Registration - HW018 Part A and Part B application received on <Date>, Auth links received on <Date>

Network Application

• My Health Record Provider Registration - 00 Network Application received on <Date>
• Note: This form doesn't have a form number, therefore it is recorded as ’00’

Application Assessment

• Application is complete - Ready to Register
• Application is incomplete - HW018 Part B only incomplete. All questions have not been completed
• Application is incomplete - No Part B
• Application is incomplete - Part B not signed and dated by applicant

Enquiry Description

• 10516 - Application to establish list of authorised healthcare providers individuals form received on <Date>

Application Assessment

• Auth Links incomplete - HPI-I(s) is (are) incorrect or deactivated
• Auth Links incomplete - Applicant is not RO/OMO
• Auth Links incomplete - HPI-O and Org Name doesn't match/No HPI-O
• Auth Links incomplete - Auth Links form is not signed and dated by applicant

Registration - 1st/2nd Contact Dates

• First contact - <Date>: Contacted RO/OMO/Nominated Rep and requested pending Documents. Advised RO/OMO/Nominated Rep My Health Record registration/auth links can be done via Health Professional Online Services (HPOS)
• Second Contact- <Date>: Contacted RO/OMO/Nominated Rep to remind that documents requested at First contact have not been received within the 7 day timeframe and that the application will be closed if the requested information is not received within 7 days of this contact

HPOS

• HPOS registration NFA: <Date>: Contacted RO/OMO/Nominated Rep and requested to provide pending Documents. RO/OMO/Nominated Rep advised that My Health Record registration will be done via HPOS. Confirmed with RO/OMO/Nominated Rep that the application can be disregarded and no further action

Additional Information Received

• Additional information relating to registration received <date> - Application/auth links/other [specify what was received, and if there is anything else required]

Application Closed

• <Date>: This application is closed as applicant has not responded with required [specify what the additional information requested] within the stipulated period. No Further Action

My Health Record Registration Completed

• Seed Registration successfully completed <date>. Notification letter generation triggered
• Network Registration successfully completed <date>. Notification letter generation triggered

My Health Record Registration & Auth Links Completed

• Seed Registration & auth-links successfully completed <date>. Notification letter & Auth links generation triggered. Number of HPI-I's linked: <insert number>

HPOS Registration

• <Date>: Provider has completed registration via HPOS. No Further Action

Auth Links Maintenance only

• Auth Links successfully linked/unlinked & Auth Links generation triggered <date>. HPI-I's linked/unlinked: <insert number>

Auth Links:

• Security check for RO/OMO performed. <number of> HPI-I's linked/un-linked. Provider query involving registration. [Specify details of the query, including any references, to systems and non-identifying numbers relevant to the query.]
• Consumer called with My Health Record query. Transferred to consumer line
• Call unrelated to My Health Record. Call transferred to Medicare/Centrelink/PBS/other [please specify]
• Assisted registration query. Referred to Assisted Registration Tool (ART) via email
• Email address provided to customer as return path, with security disclaimer

Provider Portal Queries

• Security check completed/verified provider HPI-O is currently registered in PPR and the HPI-I is active in HI Service/Verified. The provider's HPI-I has an auth link to their HPI-O/Confirmed.
• The provider is using a NASH Individual PKI certificate/Error code supplied by provider is [specify]. Escalated to OTS [SD # if supplied]
• The provider is using a PRODA account/Error code supplied by provider is [specify]. Escalated to eBusiness Service Centre [details]

Technical Query

• Security check completed/Error code supplied by provider/RA #/Operating system, for example, Windows 7 64 bit, Mac 10.8/Web browser, for example, Firefox, Internet Explorer, email address, Provider # (if applicable)

Letter QC – My Health Record Registration incorrectly processed

• EL1, Team Coach and Authorised Officer/s Notified and letter set to 'manual' <date>
• Nom Rep/RO/OMO contacted and requested missing documents identified during QC process <date>
• T3 notified <date>
• Letter set to manual

Letter QC - Follow up - My Health Record Registration incorrectly processed

• T3 notified regarding failure to resolve issue within 24hours. Have asked for advice on further action
• Additional Info received, manual letter sent. Authorised Officer updated PPR <date>