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Scanning and Digitisation > Advice and Support > Training for Scanning and Digitisation

  • Effective Scanning Processes - Medicare. A one-page document which:
    • provides information to avoid common scanning issues
    • includes helpful resources
  • Cleaning a Multi-Functional Device (MFD). A one-page resource with details of how to clean an MFD. A clean MFD:
    • ensures quality images are received, and
    • reduces the need for rescan requests, which prevents further customer delays
  • Customer Journey Medicare. Customer journeys showing two different outcomes for the customer:
    • a successful outcome when the Service Officer effectively scans the documents
    • the challenges a customer may face when documents are scanned incorrectly

      Contact details

      Scanning and Digitisation team

      Medicare National Portfolio - Face to Face

      Webforms

      Request for document rescan, retrieval, or location documents

      Medicare documents accepted for Medicare IGA scanning in service centres

      All documents must be scanned separately unless indicated below.

      Table 1: work types that may be escalated due to complexity and whether an escalation form is needed. Column details:

      • Work type - the work type name and description
      • Escalation form - whether the work type needs an escalation form and where to find it
      • MFD Listing - the form type to choose on the MFD for scanning

      Note: any work types/forms not listed below must be actioned at point of receipt in the service centre.

      Work Type

      Escalation Form

      MFD Listing

      Patient claims or Patient claims with Two-way claim form

      Patient claim (MS014) received with Medicare Two-way claim (MS001) and are for the same customer must be scanned together.

      Patient claims lodged by mail.

      No

      Medicare Patient Claim

      Organ Donor Consent Confirmation

      To confirm a donor’s consent to becoming an organ and/or tissue donor.

      No

      AODR Consent Confirmation

      Organ Donor Objection

      To record a donor’s objection to becoming an organ and/or tissue donor.

      No

      AODR Objection

      Organ Donor Registration

      To record a donor’s consent or objection to becoming and organ and/or tissue donor.

      No

      AODR Registration

      Organ Donor Objection

      To record a donor’s consent or objection to becoming an organ and/or tissue donor.

      Patient Claim ART/IVF

      Assisted Reproductive Technology (ART) claims escalated by Service Officer before payment of Medicare benefit, includes ART express app claims.

      No

      Assisted Reproductive Technology/IVF

      Continence Aids Payment Scheme (CAPS) Correspondence General

      Any correspondence referencing CAPS.

      No

      CAPS - Correspondence General

      Continence Aid Payment Scheme (CAPS) Return to Sender

      Any Return To Sender mentioning CAPS program.

      No

      Continence Aids Payments Scheme (CAPS) Application Forms

      No

      CAPS Application Manual

      Cheque Trace

      Request for cheque trace details (PP043)

      Cheque Trace

      Child Dental Benefit Scheme

      Enquiries

      No

      Child Dental Benefit Scheme

      Application to Copy or Transfer

      No

      Copy Transfer Enrolment

      Disaster Health Care Assistance Scheme claim

      (MS035 claiming out of pocket health care expenses associated with one of the following adverse events:

      • 2002 Bali - Bombings in Bali on 12 October 2002
      • 2004 Tsunami - Indian Ocean tsunami on 26 December 2004
      • 2005 London - Bombings in London on 7 July 2005
      • 2005 Bali - Bombings in Bali on 1 October 2005
      • 2006 Dahab Egypt - Bombing in Dahab, Egypt on 24 April 2006

      No

      Disaster Health Care Assistance Scheme

      Motor Vehicle and/or Accommodation Out of Pocket Travel Application form (MS042).

      No

      Department of Child Protection

      Complex enrolments from Department of Child Protection, and include Child and Family Services (foster children, state wards and adopted children).

      Medicare enrolment form and other certified documents. See Child protection agencies - Medicare card number requests for children and young people in out-of-home care (OOHC)

      Dept Child Protection

      Easyclaim

      Easyclaim adjustment.

      Medicare Easyclaim enquiry

      EFT Trace

      EFT Trace

      Medicare EFT Dispute

      EFT Trace

      External Breast Prosthesis Reimbursement

      Processes claims for a reimbursement of up to $400 per new or replacement external breast prostheses for women who have had a mastectomy due to breast cancer.

      No

      External Breast Prosthesis

      Healthcare Identifiers Service Consumer REG MS003

      Healthcare Identifiers Service Request an Individual Healthcare Identifier (MS003)

      Healthcare Identifiers Service Consumer Reg MS003

      Banking Details

      Customer banking details to be added to their Medicare file.

      Medicare Banking Details

      Medicare Eligibility Enrolment

      Enrolments unable to be finalised in a service centre. Medicare enrolment form and other certified documents. See Document types for Medicare eligibility and enrolment.

      Medicare Eligibility Enrolment

      Medicare Eligibility Enrolment

      Authorisation to act on an incapacitated person’s behalf for Medicare purposes.

      Authorisation to act on an incapacitated person’s behalf for Medicare purposes (MO050)

      Medicare Eligibility Enrolment

      Medicare Entitlement Statement

      Persons not entitled to Medicare lodge an application to obtain a certificate of Non Entitlement to include with Tax return exempting payment of the Medicare Levy.

      Medicare Entitlement Statement

      Medicare Entitlement Statement

      Reciprocal Health Care Agreement Enrolment

      Reciprocal Health Care Agreement Enrolments.

      No

      Medicare Entitlement Statement

      Patient Claim over 5 years

      Claims lodged that are over 5 years from the date of service.

      No

      Medicare Patient Claim

      Patient Claim Adjustment

      Manual/system adjustments to incorrectly claimed/paid patient claim services.

      Adjustment for Patient Claims (PP045)

      Medicare Patient Claim

      Patient claim adjustment on an adjustment

      Manual/system adjustments to incorrectly claimed/paid patient claim services.

      Adjustment on an Adjustment for Patient Claims (PP042)

      Medicare Patient Claim

      Patient Claim with a charge over Ten Thousand

      Claims lodged with a high charge, greater than $10,000.

      No

      Over Ten Thousand

      Pharmaceutical Benefits Scheme Refund

      PBS refunds where a patient has overpaid their PBS prescriptions.

      Patient claim for refund Pharmaceutical Benefits Scheme (PBS)

      PBS Patient Refund

      Pharmaceutical Benefits Scheme Safety Net Claim

      Process claim from pharmacy for issuing a PBS Safety Net card and register the family for Safety Net.

      PBS Safety Net Claim for Payment (PB241)

      Send this form through outgoing mail to the service centre’s PO Box. Use Office Locator to find the PO Box. If there is no PO Box, send it by courier.

      PBS Safety Net Claim

      Medicare Safety Net Adjustment

      No

      SNET Adjustment

      Medicare Safety Net Confirmation

      Note: the MS032 is no longer issued but may still be in circulation. They should be accepted and scanned for processing.

      No

      SNET Confirmation

      Medicare Safety Net Registration

      Medicare Safety Net query form (PP041)

      SNET Registration

      Medicare Safety Net Substantiation

      No

      SNET Substantiation

      Stop Cheque

      Stop Cheque and reissue payment (MO051)

      Stop Cheque

      Medicare/AIR documents not accepted for Medicare IGA scanning in service centres

      Table 2

      Work type

      Redirect process

      IM017 Australian Immunisation Register Ceasing Correspondence and release of information

      Form is scanned to the Service Officer’s office shared folder and then emailed to AIR provider.

      Receipt of MS003

      Do not scan using IGA Medicare scanning solution.

      Request or update an Individual Healthcare Identifier form (MS003)

      Form is scanned to Service Officer’s office shared folder and then emailed to the processing centre mailbox that is printed on the form.

      See Allocation of Individual Healthcare Identifier (IHI) in the Healthcare Identifiers (HI) Service.

      Medicare Claims Review Panel (MCRP)

      By outgoing mail to:

      The MCRP Officer

      See Medicare Claims Review Panel (MCRP).

      Note: this is only for those received with a date of service before 1 November 2018. (MCRP stopped from 1 November 2018).

      Bulk Bill claims and adjustments

      Manual claims received - forward by outgoing mail to:

      Bulk Bill Processing team.

      Release of Information

      Do not scan using IGA Medicare scanning solution.

      Request for Medicare claims information (MS031)

      Form is scanned to Service Officer's office shared folder and then emailed to the Medicare Disclosure team.