Managing PaNDA work items for Incentive Programs 012-23042007

• Launch Work Optimiser – Medicare desktop
• Select Document Upload from PaNDA Home page
• Select Create New Work Item from Upload Type field
• Select Browse at Document Upload and select the document to upload
• Date of Lodgement defaults to today’s date. Change to the date of submission. If no date of submission, use the date of receipt
• Select Incentives from the Program drop down menu
• Select the Work Type from the drop down menu
• In the Practice ID field, key:
• Practice ID for PIP and WIP – Practice Stream work. If the Practice ID is missing, invalid or incorrect, enter the Practice name
• Provider number for GP Aged Care Access Incentive or WIP – Doctor Stream work. If there is no provider number, key the Provider’s name
• Application ID for new PIP and WIP – Practice Stream applications. If there is no Application ID, enter the Practice name
• Add any relevant processing notes. See View, add and edit PaNDA processing notes to a work item - Medicare only table in Work Optimiser for Staff
• Do not select the Assign to Me on Creation checkbox. This will submit the new work item to the national pool on upload
• Select Upload Document

A message displays at the bottom of the screen advising the document was successfully uploaded.

Note: when creating work items for return to sender (RTS) mail (Table 9) additional text must be keyed for some work items:

• For GP Aged Care Access Incentive documents add ACAI
• For WIP - Doctor Stream documents add WIPDS

Each PaNDA work item should contain a single form for processing, with the exception of the following that must not be split:

• Change of ownership
• Relocation
• Amalgamation
• Applications

If multiple forms are uploaded into a single work item, it must be split into separate items before processing.

• Create a new work item for each split item. See Table 1
• The original item must be retained and processed as the first item
• Add the following processing note to the original work item:
• work has been split for processing and other documents in this file have been extracted and uploaded as new work item/s

Date of lodgement for the new items will be the same as the original work item.

• Launch Work Optimiser – Medicare desktop
• Open the Worklist tile
• Select Ready to be allocated a piece of work for processing

Before assessing the work item:

• Copy and paste the Work Item ID into the Case ID field
• Select Save

Note: the Case ID must be recorded. It is used to search for and locate PaNDA work items for Incentives.

Check that the following PaNDA details are correct:

• Practice ID:
• if the Practice ID, Provider number or Application number is incorrect in PaNDA, over-key the information and select Save
• for new applications with no Application ID, check Practice name has been entered
• if later assessment shows an incorrect or invalid number has been used on the submitted document, enter the Practice name in the Practice ID field and select Save
• Fax No - Individual PIP Incentives Applications worktype
• Open the work item to identify the individual application
• Remove the fax number
• Add the identification code to identify the form type, see the Resources page
• Fax No - Change of Details – Other worktype
• Open the work item to identify the individual application
• Remove the fax number
• Add the identification code, see the Resources page
• Fax No - IHI patient withdrawal forms (IP029)
• Remove the fax number
• Add 'WD' to identify the form is a withdrawal
• Work type:
• if the work type category is not correct, it must be re-categorised to update the work type. See Step 5 in the Recategorising work items using the Worklist Table in Work Optimiser for Staff
• staff skilled in the re-categorised work type must tick Assign to me on creation

The Resources page has a list of PaNDA work types for Incentive Programs.

• Launch Work Optimiser – Medicare desktop
• Open the Worklist tile
• Select Ready (bottom right hand side of screen) to be allocated a piece of work for processing
• Copy and paste the Work Item ID into the Case ID field
• Select Save

Check the Practice ID and work type are correct. If an update is required, see Table 3 Step 3.

Assess the work time to determine if additional information is needed. If no additional information is required, go to Step 3.

If required, can the additional information be obtained verbally?

• Yes,
• contact the practice and speak to an owner or authorised contact person
• complete a security check
• in a PaNDA processing note, record the date and time of the call, the name of the owner/authorised contact and the information obtained
• record the same information, including the PaNDA Case ID and work type, in a comment on the practice profile. See Associated Documents in PIP and WIP – Practice stream
• finalise the work item as per the work type. Procedure ends here

Note: when calling a practice, staff must make at least 2 valid attempts. The details of unsuccessful calls must be recorded in a PaNDA processing note. See Enquiry Management for PIP and WIP – Practice Stream.

• No (or the an owner/authorised contact person could not provide the information), continue assessing the form and finalise as per the work type. Procedure ends here

The Resources page contains a list of which details can be obtained verbally. If unsure that verbal confirmation/clarification is acceptable send a letter.

Open the Training tab in ADE 1 INC MS Teams chat. Staff should escalate to their Team Leader if they do not have access.

Is the work type being held for training purposes?

• Yes, go to Step 5
• No, go to Step 4

Note: calculation months are February, May, August and November.

Was the form received before the practice or practitioner start date, or during a calculation month for a work type that cannot be updated until after the payment release?

• Yes, go to Step 5
• No, continue assessing the form and finalise as per the work type requirements

On the Work Item Details screen:

• In the Status field, select Pended from the drop down list
• Go to Pend Reason:
• For customer call back, select Department of Health
• For training allocation, select Department of Health
• For future-dated work, select Future date. In the Fax number field, add FD and the release date (DD/MM/YY)

Note:

• the release date for future-dated work will be:
• the practitioner or practice start date for forms received prior to the start date
• the first day of the month following the calculation month where the work cannot be processed on the date of receipt
• Pend reason Department of Health will hold the work item for 28 days. After 28 days it will be returned to the pool for re-allocation

Refer questions about assessing or processing work items to Local Peer Support (LPS) in the first instance.

See:

• Tier 0 technical support – self-sufficiency
• Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream

Can LPS resolve the query verbally?

• Yes:
• add a processing note detailing the LPS's instructions
• continue processing the work item as per the LPS's instructions
• Procedure ends here
• No, go to Step 2

• Open the work item in PaNDA
• Add a processing note explaining the issue
• See Resources page for examples
• In the Fax No field
• Remove the fax number
• Add the escalation code. See Resources page for codes
• Select Save
• Do not Pend the work item

Note: PaNDA processing notes are character limited. If the escalation is complex, staff should provide the information by email to Incentive Programs Delivery (IPD) Incentives team (LPS mailbox).

The Incentive Programs Delivery file note can be used to provide details for complex escalations. Staff must only record information that is relevant to the assessment/escalation and needs to be held on the profile. The file note is located within the ADEL-209-Greenhill > INCENTIVESWORKFLOW shared drive folder. File notes must comply with Services Australia’s privacy and FOI standards and be uploaded to the PaNDA work item.

Assign the work item to LPS in PaNDA:

• Unassign the work item
• Recategorise to:
• Work type program: Incentives
• Work type: INC_PSO_Escalation

The work item will be allocated to LPS for action. Escalated items will be returned to the originating Service Officer in PaNDA to finalise.

To retrieve a returned escalation, go to Table 7.

Note: do not pend the work item, it must remain open.

Assess the work item and the Service Officer query.

Can the query be resolved without Program Management advice?

• Yes:
• detail the action required in a processing note
• reassign the work item back to the Service Officer for action
• No:
• escalate the work item to Program Management for consideration
• recategorise the PaNDA work item: INC_NO_Payments
• email Program Management (Payments team), explaining the reason for the escalation

After assessing the escalation, Program Management will:

• return escalation responses to the LPS email box
• recategorise the PaNDA work item: INC_PSO_Escalation

When an escalated work item is returned by Program Management, LPS will:

• review the response
• reassign the work item to the original Service Officer

When a returned LPS escalation is identified in the PaNDA work list:

• Open the PaNDA work item
• Review the processing notes and/or email response for Program Management instructions
• Process the work item as per notes/instructions
• Complete the work item in PaNDA
• Upload documents to PIP Online or WIP – Practice Stream Online as required

Note: after 3 calendar days, PaNDA will unassign the work item and return it to the queue. Unallocated escalations should be reassigned to the original Service Officer.

If the original Service Officer is unavailable and the new Service Officer is:

• trained in the work type - complete the work item
• not trained in the work type - discuss appropriate reassignment with the Team Leader

See Associated documents and comments for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream

• Collect the paper mail from the Incentive Programs paper mail tray

Note: forms with both single and double sided pages are scanned as double sided.

• Remove all of the staples from the mail
• Sort the mail into 2 piles:
• double sided print
• single sided print
• Add a document separator page between each paper mail item
• See Resources
• Make sure all mail items have a date stamp

Are any documents double sided?

• Yes, go to Step 3
• No, go to Step 4

Go to the Multi-Functional Device (MFD).

From the Services home screen:

• Select Network scanning
• Select OK at default option
• Change the MFD options to recognise double sided print
• Select the 2 sided scanning icon
• Select 2 sided scanning (head to head) from the drop down
• Place the double sided print mail into the document feeder
• Select Start

If the scan is unsuccessful, see MFD scanning errors on the Resources page to fix the issue, then repeat this step.

Is there any single sided paper mail?

• Yes, go to Step 4
• No, go to Step 5

Go to the Multi-Functional Device (MFD).

From the Services home screen:

• Select Network scanning
• Change the MFD option to recognise single sided print:
• Select the 2-sided scanning icon
• Select 1-sided from the drop down
• Place all single sided print mail (including document separator pages) into the document feeder
• Select Start

Is the scan successful?

• Yes, go to Step 5
• No, see MFD scanning errors on the Resources page to fix the issue, then repeat this step

• Take the mail out of the MFD
• Remove the document separator pages
• Go to Forms (Staff) section in Storing Documents to download the batch header
• Complete a Scanned Batch header with the following information :
• date scanned - date of lodgement
• date of destruction – 70 days after date of lodgement
• Place all of the mail, with the Scanned Batch header at the front, into a single batch
• File in Date of Lodgement order in the Incentives cupboard

Paper mail is destroyed after 70 days.

See Storing Documents for information on record management protocols.

• Collect the paper mail from the Incentive Programs RTS mail tray
• Open the mail and prepare for scanning

Note: each RTS item will be scanned individually on the MFD. If there is relevant/useful information on the envelope, it should be photocopied and included with the pages for scanning.

• Select the scanning option on the Multi-Functional Device (MFD)
• Select Store To Folder
• Select RTS Mail folder
• Press Start

Note: if the RTS mail is double-sided:

• Change the MFD options to recognise double sided print
• Select the 2 sided scanning icon
• Select 2 sided scanning (head to head) from the drop down

Scanned items are retrieved from the RTS Mail folder on the Fuji Xerox web page.

• Go to Internet Services
• Select the Scan tab
• Select Folder from the side menu
• Select 029 – RTS Mail folder from the folder list
• Select the check box for each scanned item and Retrieve on the bottom right corner of the screen

• Each item must be saved into a desktop folder with the following naming convention:
• RTS_[provider number/practice ID]_[date of lodgement]

All RTS mail is uploaded to PaNDA as a new work item.

• The work type is INC_RTS_Mail

For returned WIP – Doctor Stream – request for bank details:

• categorise as work type INC_GPRIP_BANK_ACCOUNT_DETAILS

See Table 1 to create a new PaNDA work item.

Note: when uploading Aged Care Access Incentives (ACAI) and WIP Doctor Stream documents as INC_RTS_Mail work type, the following text must be keyed after the provider number/name:

• ACAI for ACAI documents
• WIPDS for WIP - Doctor Stream documents

• Delete the scanned items from the MFD by:
• selecting the check box on each item, and
• Delete in the top right hand corner
• Go to Forms (Staff) section in Storing Documents to download the batch header
• Complete a Scanned Batch header with the following information:
• Return to Sender at the top
• Date of Lodgement - the date scanned
• Date of destruction – 70 days from the date of lodgement
• Batch the RTS mail with the Scanned batch header at the front
• File in date of lodgement order in the Incentives cupboard