Managing PaNDA work items for the Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-23042007

Each PaNDA work item should include a single form for processing, except for the following work types:

• Change of ownership
• Relocation
• Amalgamation
• Applications
• PIP annual confirmation statements
• WIP - Practice Stream quarterly confirmation statements

All forms and documents submitted with the work types above must remain in the same work item.

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

Go to Step 2.

• 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 dropdown menu
• Select the Work Type from the dropdown 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, key 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, key the Practice name
• Add any relevant processing notes. See Table 3 in Processing and National Demand Allocation (PaNDA) for how to add a processing note
• 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 shows at the bottom of the screen advising the document was successfully uploaded.

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
• PIP annual confirmation statements
• WIP - Practice Stream quarterly confirmation statements

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. Go to Step 2
• 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.

In the document details section, check the Source Location and Source Channel for the work item. Documents sent to PaNDA from HPOS Form Upload will have the following:

• Source Location - HPOS PROFORMA
• Source Channel - WEB

Was the document submitted via HPOS form uploads?

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

Text added to the HPOS form upload screen does not get copied to the PaNDA work item. It must be added manually.

Select the Open in HPOS link in the top right-hand corner of the Work Item and Document Details screen

The HPOS form upload mail centre will open. Check the text field.

Has the practice included important details or details relevant to the practice update on the HPOS form upload screen?

Note: important or relevant details are any details that may need to be taken into consideration when assessing the document.

• Yes:
• Copy the text into a processing note on the PaNDA work item. See Table 3 in Processing and National Demand Allocation (PaNDA) for how to add a processing note
• If there are too many details to include in the processing note:
  print the HPOS form upload page to PDF, and
  upload to the PaNDA work item
• Go to Step 5
• No, go to Step 5

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 details and select Save
• for new applications with no Application ID, check Practice name has been keyed
• if later assessment shows an incorrect or invalid number has been used on the submitted document, key 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 contains 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 2 > Step 5.

Open the work type and assess the notification type.

Does the Service Officer have the appropriate training to process the work item?

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

• Add a processing note to the work item stating the Service Officer is not trained. See Table 3 in Processing and National Demand Allocation (PaNDA) for how to add a processing note
• Add the correct escalation code to the Fax No field. The Resources page contains a list of PaNDA escalation codes
• Unassign the work item selecting Proficiency Raised as the reason
• Procedure ends here

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

Is the form being processed:

• 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?

If:

• Yes, go to Step 5
• No, continue assessing the form and finalise as per the work type. Procedure ends here

Assess the work time to determine if additional details are needed. If no additional details are required, go to Step 6.

If required, can the additional details 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 details obtained
• record the same details, 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.

If waiting for a callback, pend the work item. Go to Step 6.

• No (or an owner or authorised contact person could not provide the details), 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.

On the Work Item Details screen:

• In the Status field, select Pended from the dropdown menu
• 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). See note below
• Add a processing note explaining the pend reason. This is not required for future-dated work

Note:

• the release date for future-dated work will be:
• the practitioner or practice start date for forms received before 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
• If reporting a system error, take a screenshot or snip of the error message and upload this to the work item
• 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 details 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 details that is relevant to the assessment/escalation and needs to be held on the profile. The file note is located within the 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 Step 4.

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

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