Manage Medicare scanning 111-17050402

All documents should be scanned on the day they are received, unless scanning contingency processes have been invoked. See Contingency plans for disruptions affecting scanning table.

If documents are not scanned on the date of receipt then the correct date of lodgement must be manually updated on the MFD when scanning.

Note: work items must be scanned one at a time.

• remove staples
• flatten all forms/documents
• do not date stamp the documents
• the Date of Lodgement will be taken as the date of scan unless it is changed manually at the MFD
• make sure all pages are in the correct order. Place supporting documents behind the form/application
  Note: if the document has a barcode, make sure this is on top and is the first page scanned

Documents need to be photocopied:

• Photographic documents must be photocopied
• Use the photocopy process to improve the image quality of Identity documents

If the document needs to be photocopied:

• adjust contrast settings for documents of poor quality or high contrast:
• For example, driver’s licences, coloured backgrounds, photos
• Select Copy > Original Type option (bottom of the screen) > More option (pop up) > Photo & Text box and Photograph option in the photo type box > OK
• adjust the darkness to suit by using the Lighten/Darken option if needed
• For best results copying a document with many blocks of colour, use the +3 option to lighten it
• Select either the Colour or black and white copy option when copying. Note: the digital image does not save in colour
• if the copies are still not clear, consider writing key information or details to help with processing and to prevent unnecessary rescan requests

Are the documents damaged in a way that would prevent them from scanning?

• Yes, tape back together being careful not to damage the documents further. If badly damaged, photocopy the documents and clip originals to photocopy for archiving
• No, continue document preparation

For smart centres, group documents in the following order:

• Program
• Work Type
• Customer

For service centres, group documents in the following order:

• Form Type
• Customer

If the multiple documents relate to more than one work item, scan them separately. This makes sure they go to the correct Program and Work Type attributes or Form Type attributes.

Separate documents at the scanning stage. Documents cannot be split in PaNDA.

When scanning:

• the Medicare Scanning screen will show after a document is scanned
• the Start button on the MFD will not action a scan

For smart centres:

• Select the Services Home button on the MFD. The Service Home screen will show
• Select Medicare IGA Scanning button on the MFD screen. Medicare Scanning screen will show
• Complete the following fields:
• Program
• Form Type
• Lodgement Date
• Primary Reference (this field will not show for all Form Types)
• Select the Scan Document button on the screen

For service centres:

• Select the Services Home button on the MFD. The Service Home screen will show
• Select Medicare IGA SC Scanning button on the MFD screen. Medicare Scanning screen will show
• Complete the following fields:
• Form Type
• Lodgement Date
• Form Type
• User ID
• Complete the Medicare ID field:
• For Medicare enrolment and supporting documents - do not enter the Medicare number. Enter the customer’s name. Use format SURNAMEFIRSTNAME (in upper case and no spaces)
• For all other Medicare documents - enter either the Medicare number or the customer’s name. Use format SURNAMEFIRSTNAME (in upper case and no spaces)
• Select the Scan Document button on the screen

When scanning is finished, select the Services Home button to clear the screen.

Batching of documents happens at this point as per existing processes.

For service centres, see Storing documents.

• Office disruptions, go to Step 2
• Scanning disruptions, go to Step 3

• Evacuation of the office
• Power failure at the processing centre
• National IT outage

If any of the above occur, contact the site leader.

Procedure ends here.

• The MFD is not working, go to Step 4
• There are disruptions to Kofax, go to Step 5
• There are disruptions to FileNet/PaNDA, go to Step 5

Troubleshoot before actioning contingency plan:

• Turn power off for 10 minutes and restart
• On restart, if MFD still not working, follow the scanner cleaning instructions (see Table 4) to eliminate device of any dirt and obstructions
• If still not working, check email to see if there has been any reports raised by Network News Update (NNU) or Health Services Delivery Communication team (Comms)

Have the above steps fixed the problem?

• Yes, procedure ends here
• No, go to Step 5

• Sites are to retain documents that are unable to be scanned
• Notify the Team Leader/Site Leader of the issue and advise Scanning and Digitisation
• The Scanning and Digitisation team will collate the information regarding the issue and notifies the Executive Group and the relevant ICT support of the outage
• The Scanning and Digitisation team will assess the outage level in conjunction with available information to determine the appropriate contingency action. They will provide regular network updates in the event of a scanning outage, and will provide information and process information if contingency options need to be implemented

Service centres

• If MFD still not working, attempt to utilise another MFD on site
• If still unable to use, retain documents and advise Medicare National Portfolio - Face to Face

A rescan is where the current digital image cannot be processed due to one or more of the following reasons:

• image is not readable, and the unreadable information is needed to complete the action on the customer's record
• image has missing pages which may have occurred due to poor scanning (for example, image looks like pages have been misfed)

Does the scanned image meet one or more of the above reasons?

• Yes, go to Step 2
• No, procedure ends here

Rescans can take some time to action, and the customer may be disadvantaged as a result. A rescan may not be needed when:

• there is missing information, but it is not needed to complete the action
• there is missing information, but it can be collected by other means (such as a phone call to the customer, or from documents previously provided by the customer)
• the document has pages that are upside down
• a control form has been provided stating the document is a correct representation of what has been received

Scanning and classification staff at Services Australia (the agency)’s scanning provider do not need to determine if all pages of a document have been provided or assess documents for completeness.

Where has the rescan been identified?

• Kofax, go to Step 3
• PaNDA, go to Step 4

Reject a poorly scanned image:

• complete Steps 1 to 4 of Kofax validation of documents scanned on MFD table
• select the red cross on the menu bar
• select Poorly scanned page as the Rejection Note
• enter User ID into the Custom field:
• where there is access to the original document, action the rescan
• where there is no access to the original document, enter ‘rescan required’ in the Custom field
• select Ok
• select Close Batch
• procedure ends here

Access allocated work item:

• launch PaNDA by the desktop icon
• select the Worklist tile from the Work Management menu
• select Work Item ID hyperlink for relevant work item in the Worklist. This will open the Work Item Details page
• select Notes
• key the processing note ‘Work Item rescan request completed’ to Add Processing Notes field
• select Add Note
• select Information to return to the Work Item Details page and update the Status to Complete
• make a note of the Work Item ID (at the top of the screen)

Complete all relevant and required fields in the webform.

Important points to help complete the webform:

• if using a document ID as the reference type make sure to use the following format and include the brackets, for example, {0EF3DABD-55A6-4BD8-B520-5511320F9B67}
• make sure the relevant Request Type is selected based on how the customer has lodged the documents, and what you need, that is, retrieval of originals, rescan etc.
• include as much detail on the webform as possible, to help with a quick turnaround time

Scanners must be cleaned regularly:

• wipe over the imaging guides, sensors and rollers
• vacuum the scanner to get rid of dust that can fall onto the mirrors inside the machines
• use the Cleaning Transfer sheets to pick up any leftover dust/loose dirt

• Wipe over guide with a dry cloth. Look at the guides, check for sticky material or scratches that can create lines
• If sticky material is on the guide, use a wet wipe to clean the guide. Allow to dry for a few seconds and then buff clear with the dry cloth. This reduces water marks on the guide
• If deep scratch(es) on the guide, check with Team Leader as the guide may need replacement

• Sensors - these are all through the machine:
• one square sensor at the bottom of the feeding tray
• on the top and bottom of the scanner near the rollers
• Vacuum all sensors to clear any build up dust. Vacuuming will remove the dust from out of the machine better than using a cloth

• Rollers - these are all through the machine at the top and bottom.
• Grey rollers - these grip the paper to feed through the machine. If the rollers are skipping, it could be due to a bald spot on the roller, or the roller is worn out and has no grip left. These can be replaced - if replacing the rollers, wipe the powder off the roller before fitting
• Orange rollers - these grip the paper when it is inside the machine. If the paper is jamming or not feeding correctly in the scanner, it could be due to dust on the roller or again a bald spot on the roller. These cannot be replaced by Services Australia and need a technician to attend the site. Clean the rollers and check for worn parts