Payments and statements for AIR recognised vaccination providers 011-10090000

Situation

Action

Service Officers PDS standard comments

Local Peer Support PDS standard comments

Provider has online access but the password has been revoked

Service Officer is to:

• reset the password
• advise the provider they can access online statements once they have received their password in the mail

Not applicable

Not applicable

Provider has online access but the password has been revoked. Receiving a password in the mail will take too long

Service Officer is to:

• reset the password
• advise provider you are unable to print a statement for them, see FAQ

If the provider insists you print the statement:

• get their details
• escalate to LPS
• record Service Officer PDS standard comment in PDS

LPS is to:

• review request details
• check provider access options
• escalate to AIR BDO if required
• record Local Peer Support (LPS) PDS standard comment

PAPER STATEMENT REQUEST:

Service Officer (Provider# & contact#) support provided – still unable to access statement. Requires statement posted. Escalated to LPS

PAPER STATEMENT REQUEST: LPS confirmed online capable. Escalated to AIR BDO to contact re: paper statement (provider# & contact#)

Provider has online access but has given a valid reason why they cannot access online currently, e.g.:

• in the process of installing new computer systems
• natural disaster, etc.

Service Officer is to:

• get provider details
• escalate to LPS
• record Service Officer PDS standard comment in PDS

LPS is to:

• review request details
• check provider access options
• escalate to AIR BDO if required
• record Local Peer Support PDS standard comment in PDS

PAPER STATEMENT REQUEST:

Service Officer (Provider# & contact#) education provided – provider unable to go online. Escalated to LPS

PAPER STATEMENT REQUEST: LPS confirmed online capable. Escalated to AIR BDO to contact to discuss barriers to access (provider# & contact#)

Provider is online capable but wants to escalate further. Unhappy that paper statements are no longer available

Service Officer is to:

• educate provider on benefits of online statements, see FAQs

If the provider wishes to escalate:

• get their details
• escalate to LPS
• record Service Officer PDS standard comment in PDS

LPS is to:

• review request details
• check provider access options
• escalate to AIR BDO if required
• record Local Peer Support PDS standard comment in PDS

PAPER STATEMENT REQUEST:

Service Officer (Provider# & contact#) provider unhappy re: cessation paper statements. Escalated to LPS

PAPER STATEMENT REQUEST: LPS spoke with practice, issue resolved, or

PAPER STATEMENT REQUEST: (date) reviewed request details. Have escalated to AIR BDO to for action

Provider is a fully manual practice, i.e. no online access or no intention of using online channels to self-service

Service Officer is to:

educate provider about the benefits of online statements, e.g. can use:

• tablet, or
• mobile phone

If the provider insists you print a statement:

• get their details
• escalate to LPS
• record Service Officer PDS standard comment in PDS

LPS is to:

• review request details
• check provider access options
• escalate to AIR BDO if required
• record Local Peer Support PDS standard comment in PDS

PAPER STATEMENT REQUEST:

Service Officer (Provider# & contact#). Location not online capable. Escalated to LPS

PAPER STATEMENT REQUEST: LPS confirmed not online capable. Escalated to AIR BDO to contact (provider# & contact#) regarding statement access

Item

Question & Answer

1

Question: I haven’t received my paper statement that we usually receive in the mail.

Answer: The AIR no longer mails out paper payment statements anymore.

You can go online and log on to the AIR site to see your payment statements at any time.

Once you’ve logged on you can view, print, save, download, or email your statements.

2

Question: Why aren’t you sending paper statements anymore?

Answer: We’re always looking to make sure that our services are accessible and efficient.

Having your payment statements available on the AIR site means you can access them at any time. This makes it faster and easier for you to get the information you need, when you want it.

3

Question: I like getting paper statements. Why are you taking this away?

Answer: We’re always looking to make sure that our services are accessible and efficient.

Going online to the AIR site for your statements means that you can get them at any time, without delay.

You can access them when it’s convenient for you and make as many copies as you like, print or email them, without having to call us.

This makes it faster and easier for you to get the information you need, when you want it.

4

Question: Ok, can you send me copies of my statements from before the change?

Answer: You can access your last 2 years of monthly payment statements and the last 5 years of your financial statements on the AIR site now.

Your statements are always available to you on the AIR site. Once you’ve logged on, you can choose to view, print, save, or email your statements.

5

Question: How do I get my statements now?

Answer: By going online, you can get all of your AIR:

• payment
• reconciliation, and
• financial statements

Log on to the AIR site to access your statements at any time.

From there you can view, save, print or email your statements.

6

Question: Paper statements are just easier. Going online is too hard and takes too long.

Answer: Going online to get your payment statements is quick and easy.

Just:

• log on to the AIR site
• select Payment Statements from the left hand main menu
• from the expanded menu, choose whether you’d like to view your Immunisation Payment Statement or Immunisation Financial Statement. A list of all your statements will display on the screen.

Once you’ve selected which statement you want, you can view, print, save or email it. Your statements are always available online, at any time.

7

Question: But I don’t have access to the AIR site.

Answer: I can check your AIR site access for you and help with any issues you might be having.

If you give me your provider number, I’ll check your access for you now.

8

Question: I can’t go to the AIR site, I don’t have internet access.

Answer: If you have a PRODA account, you can securely log on to the AIR site from any internet connected device, such as

• a tablet
• your mobile phone
• the home computer, etc.

If you don’t have internet access on any device, I can take your details and forward to another area who will contact you to discuss how we can help.

9

Question: I’ll look into getting online later but I really need a statement. Can’t you just send me one now?

Answer: Going online to get your statements is quick and easy. I can walk you through it if you would like some help.

I’m not able to print a statement for you. If you need a hard copy, I can take your details and ask an AIR Business Development Officer to contact you about your request.

Referral

Standard wording

Service Officer referral to LPS referral form

Enquiry Type: Access to AIR statements

Summary of Enquiry: This provider <choose from option/s below>

• is unable to access online statement, having difficulty accessing AIR site
• has had password reset, but requires statement now
• does not have online capability due to …..
• refuses to use online channels
• would like to lodge a complaint about the cessation of paper statements

LPS referral to BDP using the HPSE referral tool

Referral Detail: Access to AIR Statements

We have unsuccessfully attempted to transition this provider to accessing AIR statements online. Barriers to online access include:

• <insert reason>
• <insert reason>

Could an AIR BDO please contact the provider for further discussion and/or to provide a paper statement?