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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 or retrieval, or location documents

Medicare documents accepted for Medicare IGA scanning in service centres

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 claim Patient claims lodged by mail or dropbox.	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 April2006	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 Dept. of Child Protection & include Child & Family Services (foster children, state wards & 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 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)