Manage Medicare scanning 111-17050402

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Digitisation, Solutions and Classification > Resources > Educational resources

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
Document Checklist - documents required to complete the work type
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	Document Checklist	MFD Listing
Patient claims	No	MS014 Medicare Claim form: Make sure Questions 1-12 of MS014 form are completed by the customer (Question 13 to be read only and acknowledged by the customer) Make sure Question 14 declaration is signed and dated by the customer Invoice Receipt: Check the amount matches to the one on the invoice	Medicare Patient Claim
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.	No	MS014 Medicare Claim form: Make sure Questions 1-12 of MS014 form are completed by the customer (Question 13 to be read only and acknowledged by the customer) Make sure Question 14 declaration is signed and dated by the customer MS001 Medicare Two-way Claim form: Make sure Questions 1-12 of MS001 form are completed by the customer Make sure Question 13 is completed if the customer is lodging receipts for Ancillary services such as dental, optical and physiotherapy services Check Question 15 Declaration has been signed and dated Invoice Receipt: Check if the amount matches to the one on the invoice	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.			AODR Objection
Patient Claim ART/IVF Assisted Reproductive Technology (ART) claims escalated by Service Officer before payment of Medicare benefit, includes ART express app claims.	No	MS014 Medicare Claim form: Make sure Questions 1-12 of MS014 form are completed by the customer (Question 13 to be read only and acknowledged by the customer) Make sure Question 14 declaration is signed and dated by the customer Invoice Receipt: Check if the amount matches to the one on the invoice If the claimant has supplied a Medicare Safety Net Confirmation 'Letter F' - check that it is signed and dated. Note: the MS032 is no longer issued but may still be in circulation. They should be accepted and scanned for processing.	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		CAPS - Return to Sender Statement
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	NH005 External Breast Prosthesis Reimbursement form.	External Breast Prosthesis
Healthcare Identifiers Service Consumer REG MS003		Healthcare Identifiers Service Request an Individual Healthcare Identifier (MS003).	Healthcare Identifiers Service Consumer Reg MS003
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 .		MS004 Medicare enrolment form. Make sure that: Questions 4-24 are completed all the other questions are completed where it is necessary check Part A in page 2-3 and all the documents are supplied MS011 Application to copy or transfer from one Medicare card to another. Make sure that: the customer supplied the completed form, signed by all those listed who are 15 years of age or older, and their own identification if a copy of driver’s licence is supplied, need copies of both side the customer reads information about Medicare Safety Nets on page 2 FA081	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). Make sure that: all the questions are completed documents listed in page 1 are supplied	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.		Application for a Medicare Entitlement Statement form (MS015). Make sure that: Questions 6-20 of the MS015 form are completed declaration in Question 23 and 24 are completed with the customer's full name and the box is ticked current version of the MS015 is used a clear copy of passport is supplied a letter from the Department of Home Affairs showing the date the customer applied for a permanent resident visa is supplied if the answer to Question 17 is Yes	Medicare Entitlement Statement
Medicare Entitlement Statement Reciprocal Health Care Agreement Enrolment Reciprocal Health Care Agreement Enrolments.	No	Same as MS015 above and make sure that a copy of the health or medical insurance documentation, showing the expiry date is supplied if the answer to Question 15 is Yes.	Medicare Entitlement Statement
Patient Claim over 5 years Claims lodged that are over 5 years from the date of service.	No	MS014 Medicare Claim form: Make sure Questions 1-12 of MS014 form are completed by the customer (Question 13 to be read only and acknowledged by the customer) Make sure Question 14 declaration is signed and dated by the customer Invoice Receipt: Check if the amount matches to the one on the invoice	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	MS014 Medicare Claim form: Make sure Questions 1-12 of MS014 form are completed by the customer (Question 13 to be read only and acknowledged by the customer) Make sure Question 14 declaration is signed and dated by the customer Invoice Receipt: Check if the amount matches to the one on the invoice If the claimant has supplied a Medicare Safety Net Confirmation 'Letter F' - check that it is signed and dated. Note: the MS032 is no longer issued but may still be in circulation. They should be accepted and scanned for processing.	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.	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 for Payment (PB241).	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	If the claimant has supplied a Medicare Safety Net Confirmation 'Letter F' - check that it is signed and dated. Note: the MS032 is no longer issued but may still be in circulation. They should be accepted and scanned for processing.	Safety Net Confirmation
Medicare Safety Net Registration		Medicare Safety Net query form (PP041)	Safety Net Registration
Medicare Safety Net Substantiation	No		Safety Net 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.

Operational Information

Manage Medicare scanning 111-17050402