Classifying work for Medicare in Kofax 111-19040126

Access Kofax.

• If issues accessing a Kofax server, go to Step 2
• Otherwise, go to Step 3

Log a mySupport job under the Kofax Issues form.

Email the Scanning and Digitisation team. Mark the email as URGENT in the subject line and include the SD number and relevant keyword:

• 'server' if having server issues
• 'lag' if slow response
• if any other issue, contact the Electronic Document Classification Support Officer

From the Available Batches window, select:

• Enable filtering check box

The Filter Batches window appears. In this window, select:

• relevant filter, multiples may be selected - to unselect click on the filter again
• Batch Class, then Equal to
• Batch Field, then Contains, then BFLD_EMAIL_TO, then email address classifying from (use this if classifying from a specific mailbox only)
• Add Status, then Equal to, then Ready
• Batch Creation Date/Time
• Select Ok

See screenshot

From the Available Batches window:

• Select Open next batch automatically check box
  This means each document doesn't need to be opened manually and the oldest work will be loaded into classification first
• Select an item: either double click or select Open
  Select an item about 5 down as the first document may get a record locking error code as another officer is already classifying it

The image of the document will appear to the right of the Program/Work Type/Indexes information.

To help with classifying the work correctly in Step 6, compare the document image in Kofax with the document examples found in the relevant table listed under the different Program types on the Resources page.

• If a batch/email includes the below, see Table 2
• multiple documents, or
• a document with multiple customers/providers
• Otherwise, go to Step 6

Electronic Document Classification Support Officer staff must not select the Bypass Indexing check box as this will force a batch through without entering any details.

Kofax may pre-fill some of the classification fields. If so, check these fields are correct, as per Step 5 above.

If the classification fields are correctly filled:

• press [Enter] until all the fields have been confirmed for this document
• go to Step 6

Otherwise, to help with filling the fields correctly, see the Resources page for the different classification conventions.

Use CAPITAL letters when keying any text.

• Select Program field and use drop down menu to select the program type
• Select Work Type field and use drop down menu to select the work type
• Under Indexes:
• in Primary Index, key reference based on information provided on the scanned image, or
• in Secondary Index, key reference based on information provided on the scanned image, if available
• press [Enter] until all the fields have been confirmed for this document
• Batch Validation Complete pop-up appears. Select Close Batch or press [Enter] to finalise

The document will be sent to PaNDA.

Once the batch is closed another batch will open. Return to Step 2 above to continue classifying the work.

To stop automatic loading of batches, exit batches correctly to prevent unnecessary suspending of a batch (which causes delay to the customer) when a change in program/filter is needed:

• from the Batch Validation Complete pop-up, select Cancel (to prevent auto load of next batch. At this point do not select Close Batch)
• select Open Batch icon (hover text will appear next to the icon) or [Control] + [O]
• Batch Already Open pop up appears. Select Close Batch or [Control] + [C]
• Available Batches window appears
• untick Open Next Batch Automatically to stop a batch from opening in the wrong program that would then need to be finished before being able to return to the filter setups
• select Cancel
• select Log Off icon (hover text will appear next to the icon) or [Control] + [X]

A batch needs to be split if it contains multiple documents, for example multiple providers, multiple customers etc.

A batch needs to be merged if over split by a barcode, that is the pages of the original document that need to be kept together have been separated.

Send the batch to be split or merged.

Splitting a batch cannot be reversed and if selected will affect the entire batch.

Staff must not select the Bypass Indexing check box as this will force a batch through without entering any details.

On the Batch Classification screen:

• select Send for Splitting check box
• add note to page 1 (if split or merge is not straight forward) to split batch into multiple customers or forms, etc.
  Note: all sticky notes are removed by the system when batch/document is sent to PaNDA for processing
• press [Enter]
• the message 'All documents in this batch are valid. What would you like to do?' will appear, select Close Batch
• the document is sent to the relevant team to be split

When a document is returned from splitting, it will appear as either multiple documents (if sent to be split) or a single document (if sent to be merged) in the Batch Content window. The Service Officer then classifies these documents.

• classify the first document, see Table 1
• press [Enter] twice, the next document in the batch will appear for classifying

This will continue until the final document is classified.

Kofax will advise to close the batch, sending all documents inclusive to PaNDA.

• The following documents received by post, email or fax may need to be suspended for follow up by a Classification Support Officer:
• out of scope
• load (errors)
• system issue
• junk mail (for example, auto replies)
• documents in non-endorsed formats, that is, ZIP, password protected
• general enquiries. Note: for general enquiries that have a claim form attached and/or an address update, classify as normal
• Check the email Subject line to identify the type of document
• Identify the program, as documents can be received in the wrong program line. Classify the document to its correct program

The following documents should not be suspended and should be classified as normal:

• immigration documents (for example, visa, passport)
• supporting documents with a work item ID

If unsure how to proceed with a document, seek LPS assistance before suspending. If no LPS is available, then suspend batch for follow up.

Do not change any data details in validation before suspending.

• Select the Suspend Batch icon (hover text will appear next to the icon) or [Control] + [S]
• Continue to the next batch. See Table 1, Step 4

A batch cannot be deleted in Kofax Thin. It must be sent to Kofax Thick where it can be deleted by the relevant team.

• Select the reject document button at the top of the page or [Control] + [R]
• A Rejection Note box will appear. Key a short suspension reason for rejection, for example, ERROR, JUNK, BLANK . See Suspension reasons
• Select OK

• Select the open batch icon at top left or [Control] + [O]
• A message 'The batch contains rejected documents. It will be sent to Quality Control' will appear. Select Reject Batch

The document is sent to Kofax Thick with a message that the document has been rejected in thin and requires deletion.

The Available Batches window appears.

Manually select a new batch to continue classifying. The classifying process will become automated again. See Table 1, Step 4.