Process pended claims in Australian Immunisation Register (AIR) 011-10110000

This page contains procedures for Service Officers to process pended encounters and episodes in the AIR through Workload Manager (WLM).

Pend processing

On this tab:

Locate pended claim

View and amend immunisation history details

Reassess an episode

Completed Pends not clearing from PaNDA

Locate pended claim

Table 1. when processing pended encounters, Service Officers must check the individual's immunisation history to see which vaccines may be conflicting with the pended encounter. Previously recorded immunisation history may need amending to allow the pended encounter at a P status to go to an A status.

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Step	Action
1	Workload Manager Locating a pended claim from WLM: Find the claim details. The Summary screen will show Select Copy AIR Search Details to copy the claim details Go to the YICP - Claim Selection Pend Processing screen in Mainframe: Place cursor in State field Paste the claim details Press [Enter] The claim will show Service Officers should process all pend encounters in the claim for which they are skilled. If there are multiple pended encounters in the claim, go to the Work Item Attributes icon in WLM to view the encounter details.
2	Select claim Key (/) in the Sel field on the claim line and press [F11] - ENCTR LST. The YIES - Encounter Selection screen will show.
3	Display pended encounters Key P in the ACTN CODE field and press [Enter] Press [PF13]. The YICP- Claim Selection screen will show Encounters can also be filtered by Rsn or Ant codes.
4	Check for warning messages Select (/) the encounter and press [Enter]. The YIAE - Encounter Details screen will show Press [Enter] again When the error or warning message shows, go to Step 5 and select the link to display the relevant pend code action table Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider follow the process as 'unable to contact provider'
5	Action all pend code warning messages Pend code 01 - 24 Pend 01 Medicare number invalid Pend 05/06/11/12 Invalid character in given name or surname Pend 15/16 Address details invalid or incomplete Pend 17/18 Invalid character in address Pend 19 Invalid character for second initial Pend 24 Postcode/locality incompatible Pend code 25 - 49 Pend 31/40/41/42 Provider number not valid Pend 32/33 The vaccine and/or dose number administered not supplied Pend 34/35/36 The immunisation date supplied is either invalid or in the future Pend 37 The immunisation date is prior to the AIR commencement date 01/01/96 Pend 43 Immunisation provider not current: Provider number not current for the state Immunisation given prior to provider number start date Immunisation recorded post the provider number end date Pend 44 Vaccine not valid for encounter date Pend code 50 - 74 Pend 50/51/54 Immunisation date prior to individual's date of birth Pend 52 Date of receipt prior to immunisation date Pend 53 The date of immunisation is after the end date recorded on the individual's registration Pend code 75 - 99 Pend 77 Antenatal value may not be valid for this individual Pend 80 Individual not identified Pend code 100 - 124 Pend 100 Antigen has been administered under the minimum required age Pend 101 Period between doses of the same antigen is less than the minimum time required Pend 102 Duplicate antigen dose - same provider Pend 103 Duplicate antigen dose - different provider Pend 104 Administered within minimum time required between doses - different provider Pend 105/112 Dose greater than maximum allowable dose Pend 106/109 Higher dose already administered - same provider Pend 107 Dose administered at greater than recommended schedule age Pend 110 Same provider - Period between doses less than 6 months Pend 111 Different provider - Period between doses less than 6 months Pend 113 Dose given at less than (<) schedule age Pend 115 Antigen has been administered under minimum required age
6	All pend process completed, select the next claim When all pends for the claim are processed: Return to WLM - select the back button (top left of screen) Select Ready. New work item shows on Summary screen

View and amend immunisation history details

Table 2: when processing pended encounters, Service Officers must check the individual's immunisation history to see which vaccines may be conflicting with the pended encounter. Previously recorded immunisation history may need amending to allow the pended encounter at a P status to go to an A status.

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Step	Action
1	Access Episode History-Basic screen From the pended claim, go to YIAE - Encounter Details screen. See Steps 1 - 5 in Table 1. Press [F14] - HIST The YIRD - Episode History-Basic screen will show.
2	Evaluate the immunisation history To allow the current encounter at P status go to A status, determine if: the immunisation history details need to be amended, or the immunisation details currently at P status need to be amended If necessary, contact the immunising provider to clarify the information received or the immunisations previously recorded.
3	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 8 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm immunisations add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. PDS search for provider details: Search for the provider number using Program Registration (Medicare provider) or Organisation (Ancillary provider) Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider) In the *ID Type field, select from dropdown menu: Medicare Stem and Location for Medicare providers, or AIR Provider number for Ancillary provider Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Is contact successful? Yes, go to Step 4 No, provider is unable to be contacted, go to Step 8
4	Make an amendment To amend: date of service, go to Step 5 vaccine and/or dose details, go to Step 6 vaccine recorded in error, go to Step 7
5	Amend a date of service To amend a date of service: Select (/) the encounter and press [F5] - ENCOUNTER. The YIAE - Encounter Details screen will show Over key the date of service Press [Enter] and press [F9] to update. The YIAN - Antigens Details screen will show If pend code is removed, press [F9]. The YIAE - Encounter Details screen will show Go to Step 10.
6	Amend a vaccine and/or dose To amend vaccine and/or dose details: Select (/) the encounter and press [F6] - ANTIGEN. The YIAN - Antigens details screen will show See Table 8 > Step 4 in Process claims in the Australian Immunisation Register (AIR) Add the correct vaccine and/or dose Press [Enter] Press [F9] to update Go to Step 10.
7	Amend a vaccine recorded in error To amend a vaccine recorded in error: Select (/) the encounter and press [F6] - ANTIGEN. The YIAN - Antigens details screen will show See Table 8 > Step 4 in Process claims in the Australian Immunisation Register (AIR) Go to Step 10.
8	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the pend as follows: Accept the first dose that has come in From the YIAN - Antigen Details screen, press [Enter] then press [F9] Remove the dose number and press [Enter] In the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Record a comment on the customer's Mainframe record, go to Step 9
9	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
10	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Reassess an episode

Table 3

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Step	Action
1	Display encounter to be reassessed From the YIRD - Episode History-Basic screen: Select (/) the encounter to be reassessed and press [F6] - ANTIGEN The YIAN - Antigens details screen will show.
2	Select the episode Select the episode to be reassessed: Select (/) the episode (vaccine) to be reassessed and press [F10] - REASSESS. The system applies the status (for example, A) Reassess more than one episode in the same encounter at the same time by selecting (/) all episodes (vaccines).
3	Apply action code If required, action the episode (vaccine) with the applicable pend action code. See Table 6 in Process claims in the Australian Immunisation Register (AIR) Press [Enter] then press [F9] to update. The YIAE - Encounter Details screen will show

Completed Pends not clearing from PaNDA

Table 4: there has been an ongoing system issue with 2-5% of daily incoming AIR Pends not automatically clearing from PaNDA Worklists once competed. The system issue is unable to be resolved and staff must follow the below process if they identify any idle IT Issue AIR Pends in their PaNDA Worklist. This will filter the work items into one work type category for a system wide clean up.

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Step	Action
1	Identify all idle IT Issue AIR Pends Idle IT Issue AIR Pends are AIR Pend work items not automatically clearing from staff's Worklist when completed. Access and review PaNDA Worklist for any idle IT Issue AIR Pends Select each identified work item by ticking the corresponding box in the PaNDA Worklist
2	Unassign all identified work items Unassign and recategorise the work items by selecting: Actions from the bottom right-hand corner Unassign from the pop-up menu Recategorised as the reason Note: all recategorised AIR Pends will be quality checked. Only complete this process once the AIR Pend has been resolved.
3	Recategorise all identified work items Recategorise the work items into: Work Program Type: Australian Immunisation Register Work Type Process Category: Unstructured Work Type: AIR PEND N.O COMPLEX ESCALATION (AIR_PEND_NO) Select Submit

Step	Action
1	Amend the claim encounter On the YIAE - Encounter Details screen: Press [F11] and then [Enter] to display the YXCB - Individual Selection screen Remove Medicare card number Search the YXCB screen for the Surname, Given Name and date of birth (DOB) Is a matching record found? Yes, complete the match, go to Step 3 No, search CDMS, go to Step 2
2	Search CDMS Log in to CDMS. See CDMS for Medicare for assistance Select Inquire on Consumer Details Select the Detailed Search tab and key the: Family Name First Name (also search without First Name) Gender DOB Select the Group button, Medicare number is under Group ID Is a match is found? Yes: Copy the Medicare number and key into the YXCB screen Press [Enter] Go to Step 3 No, go to Step 4
3	Complete the match To complete the match: Select (/) the matching person and press [Enter]. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update. The YIAN - Antigens Details screen will show Press [F9] to update Go to Step 5.
4	Individual cannot be located If the individual cannot be located, create a Supplementary Identification Number (SIN) record: On the YXCB screen for the claim press [F10] - NEW INDV. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update. This creates the person on the AIR with a SIN record. The YIAN - Antigens Details screen will show Press [F9] to finalise If the record is a test record sent to the AIR, escalate to an AIR Local Peer Support (LPS).
5	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounters Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Invalid character in name Amend the claim encounter: On the YIAE - Encounter Details screen: Press [F11] and [Enter] to display the YXCB - Individual Selection screen Remove the invalid character/s and select [Enter] Possible matches will show Search the YXCB screen for Surname, Given Name and date of birth (DOB) Is a matching record found? Yes, complete the match, go to Step 3 No, search CDMS, go to Step 2
2	Search CDMS Log in to CDMS. See CDMS for Medicare for assistance Select Inquire on Consumer Details Select the Detailed Search tab and key the: Family Name First Name (also search without First Name) Gender DOB Is a match is found? For an invalid character on the Medicare record, go to Step 5. Yes, copy the surname/given name and key into the YXCB screen. Press [Enter] No, go to Step 4
3	Complete the match Complete the match: Select (/) the matching person and press [Enter]. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update. The YIAN - Antigens Details screen will show Press [F9] to update Go to Step 6
4	Individual cannot be located If the individual cannot be located, create a Supplementary Identification Number (SIN) record: On the YXCB screen for the claim press [F10] - NEW INDV. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update. This creates the person on the AIR with a SIN record. The YIAN - Antigens Details screen appears Press [F9] to finalise Go to Step 6.
5	Error on an existing Medicare customer record Escalate to an AIR Local Peer Support (LPS) when: CDMS contains an invalid character which has come across to Mainframe (Mainframe sources name detail from CDMS) CDMS has the accurate spelling of the name but Mainframe contains an invalid character (CDMS data has not been transferred to Mainframe)
6	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounters Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check address on the claim encounter Search Mainframe for the correct address. Is the correct address found? Yes, Press [F11] and press [Enter] Address will show in the Recent Addr field, with the message THIS ENCOUNTER REQUIRES UPDATING Press [Enter] Press [F9] to update Go to Step 6 No, go to Step 2
2	Search CDMS Search CDMS for the individual's address details Log in to CDMS. See CDMS for Medicare for help Select Inquire on Consumer Details Select the Detailed Search tab and key the: Family Name First Name (also search without First Name) Gender DOB Select Group button, or/and Select the Address Search button (only if an address is listed) and key the: suburb or postcode address Select Groups button address not found through search, contact the provider to confirm address Is an address found through CDMS? Yes, go to Step 4 No, go to Step 3
3	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 5 If Auth to Rel = Y, contact provider to confirm the address For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, and the address is: confirmed, go to Step 4 unable to be confirmed, go to Step 5 No, go to Step 5
4	Locality match found The correct address details found in CDMS: Key correct address details on YIAE - Encounter Details screen and press [Enter] If message NO RECORDS MATCH SEARCH CRITERIA will show, go to Step 5 Select (/) the record Press [F9]. The YIAN - Antigens Details screen will show Press [F9] to update, the YIAE - Encounter Details screen appears, with message UPDATE PROCESSING COMPLETE Go to Step 6.
5	Locality not found - message NO RECORDS MATCH SEARCH CRITERIA Check for the following: Press [F11] and press [Enter]. A message appears: THIS ENCOUNTER REQUIRES UPDATING Press [F9] to update record Go to Step 6.
6	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounters Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Amend the claim encounter On the YIAE - Encounter Details screen, press [F14] to display the customer immunisation history. If the dose number or vaccine is missing, check the record to determine correct dose number or vaccine. Call the provider, if necessary.
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 4 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm the correct vaccine and/or dose number add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 3 No, go to Step 4
3	Amend the claim encounter Select (/) the pended episode and press [F6] Update the episode with the correct dose number or vaccine code Press [Enter] and then press [F9] to update This may create a new pended episode. Press [F14] to check and correct any further generated pends
4	Unable to contact provider If unable to contact the provider or the Auth to Rel = N, action the pend as follows: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Remove the dose number and press [Enter] Over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Add comment, go to Step 5 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
5	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, key the relevant comment: Unable to contact provider on DD/MM/YY to resolve pend Unable to contact provider after 3 attempts, R+Z to resolve pend Unable to contact provider as Auth to Rel = N Press [Enter] Press [F9] to update
6	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Contact the provider to confirm date of service Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 3 If Auth to Rel = Y: make 3 genuine attempts to contact the provider to confirm the vaccination date of service add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Search for the provider number using Program Registration (Medicare provider) or Organisation (Ancillary provider) Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider) In the *ID Type field, select from dropdown menu: Medicare Stem and Location for Medicare providers, or AIR Provider number for Ancillary provider Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Is contact successful? Yes, go to Step 2 No, go to Step 3
2	Amend the claim encounter Provider confirms vaccination date of service. On the YIAE - Encounter Details screen: Over key to correct immunisation date Press [Enter] and [F9] to update. Note: this may create a new pended episode Go to Step 4.
3	Unable to contact provider If unable to contact the provider or the Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second Add a comment, go to Step 4 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
4	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
5	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Operational Information

Process pended claims in Australian Immunisation Register (AIR) 011-10110000

Pend processing

Locate pended claim

View and amend immunisation history details

Reassess an episode

Completed Pends not clearing from PaNDA

Pend code action

Pend 01 Medicare number invalid

Pend 05/06/11/12 Invalid character in given name or surname

Pend 15/16 Address details invalid or incomplete

Pend 17/18 Invalid character in address

Pend 19 Invalid character for second initial

Pend 24 Postcode/locality incompatible

Pend 31/40/41/42 Provider number not valid

Pend 32/33 The vaccine and/or dose number administered not supplied

Pend 34/35/36 The immunisation date supplied is either invalid or in the future

Pend 37 The immunisation date is prior to the AIR commencement date 01/01/96

Pend 38 Date missing (if Medicare number is not supplied, date of birth must be supplied)

Pend 43 Immunisation provider not current - provider number not current for the state

Pend 43 Immunisation provider not current - immunisation given prior to provider number start date

Pend 43 Immunisation provider not current - immunisation recorded post the provider number end date

Pend 44 Vaccine not valid for encounter date

Pend 50/51/54 Immunisation date prior to individual's date of birth

Pend 52 Date of receipt prior to immunisation date

Pend 53 The date of immunisation is after the end date recorded on the individual's registration

Pend 77 Antenatal value may not be valid for this individual

Pend 80 Individual not identified

Pend 100 Antigen has been given under minimum required age

Pend 101 Period between doses of the same antigen is less than the minimum time required

Pend 102 Duplicate antigen dose - same provider

Pend 103 Duplicate antigen dose - different provider

Pend 104 Administered within minimum time required between doses - different provider

Pend 105/112 Dose greater than maximum allowable dose

Pend 106/109 Higher dose already administered - same provider

Pend 107 Dose administered at greater than recommended schedule age

Pend 110 Same provider - Period between doses less than 6 months

Pend 111 Different provider - Period between doses less than 6 months

Pend 113 Dose given at less than (<) schedule age

Pend 115 Antigen given under minimum required age

Step	Action
1	Check provider number in Provider Directory System (PDS) Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 2 If Auth to Rel = Y, contact the vaccination provider to get the correct provider number for the date the immunisation was given For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Log on to PDS See Table 3 > Steps 2-4 in Amend Medicare providers for Australian Immunisation Register (AIR) in Provider Directory System (PDS) Is contact successful? Yes: over key the provider number on the YIAE - Encounter Details screen press [Enter], press [F9] to update go to Step 2 No, go to Step 2
2	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment, include who was contacted and what information was confirmed If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
3	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Amend the claim encounter Is the episode paid? Check the Info Asm + Payment fields, the Run and Amt fields. Yes, Screenshot the YIAE - Encounter Details screen In the Enc St field, over key the P with R and press [Enter] In the Enc St field, over key the R with Z and press [Enter] Press [F9] to update On a new screen, key YIEM - Immunisation Encounters Menu Key 5 and press [Enter]. The YIAF - Register History Form Claim screen will show reprocess the R and Z vaccine details as history (YIAF) screen, using details from the screenshot Go to Step 6 No, go to Step 2 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
2	Contact the practice/organisation Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 4 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the practice/organisation to confirm the correct provider number add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Select Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, if the: practice/organisation confirms the provider number, go to Step 3 provider number cannot be confirmed, reprocess the R and Z vaccine details as history (YIAF) using details from the screenshot. Go to Step 5 No, go to Step 4
3	Amend the claim encounter - not paid Screenshot the YIAE - Encounter Details screen Press [Enter] then press [F9] to update encounter Remove the dose number and press [Enter] In the Enc St field, over key the P with R and press [Enter] In the Enc St field, over key R with Z and press [Enter] With the correct provider number, reprocess the unpaid encounter as a Manual Claim (YIAM) using details from the screenshot. For assistance processing manual claim, see Step 3 in the Register and process an immunisation encounter table Go to Step 5. Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
4	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the end as follows: Accept the first dose that has come in R and Z the second Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
5	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment, include who was contacted and what information was confirmed If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
6	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check provider number details in the Provider Directory System (PDS) Log on to PDS. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number
2	Contact the practice/organisation Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 5 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the practice/organisation to confirm the provider number add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Is the correct provider number for the immunisation confirmed? Yes, go to Step 3 No: practice cannot confirm the provider number, go to Step 4 practice unable to be contacted, go to Step 5
3	Correct provider number is confirmed Practice/organisation has confirmed correct provider number. Update the record. Is the episode paid? Check the Info Asm + Payment fields, the Run and Amt fields. Yes: Screenshot the YIAE - Encounter Details screen Remove the dose number and press [Enter] In the Enc St field, over key the P with R and press [Enter] In the Enc St field, over key R with Z and press [Enter] Press [F9] to update On a new screen, key YIEM - Immunisation Encounters Menu Key 5 and press [Enter]. The YIAF - Register History Form Claim screen will show reprocess the R and Z vaccine details as history (YIAF) screen, using details from the screenshot Go to Step 7 No: Screenshot the YIAE - Encounter Details screen Press [Enter] then press [F9] to update encounter Remove the dose number and press [Enter] In the Enc St field, over key the P with R and press [Enter] In the Enc St field, over key R with Z and press [Enter] With the correct provider number, reprocess the unpaid encounter as a Manual Claim (YIAM) using details from the screenshot. For assistance processing manual claim, see Step 3 in the Register and process an immunisation encounter table of Process claims in the Australian Immunisation Register (AIR) Go to Step 7 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
4	Correct provider number cannot be confirmed Practice/organisation cannot confirm the correct provider number: Screenshot the YIAE - Encounter Details screen In the Enc St field, over key 'R', press [Enter] In the Enc St field, over key 'Z', press [Enter] and [F9] to update On a new screen, key YIEM - Immunisation Encounters Menu Key (5) and press [Enter]. The YIAF - Register History Form Claim screen will show Reprocess the R and Z vaccine details as history (YIAF) using details from the screenshot. For help, see Step 2 in the Process notification of a hepatitis B birth dose based on form type table Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
5	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second Record a comment on the customer's Mainframe record, go to Step 6 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
6	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment, include details from the conversation with the provider If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
7	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check vaccine Is the vaccination for Synflorix? (SYNFLX) Yes, go to Step 2 No, go to Step 4
2	Check provider location Is the vaccine showing the overseas provider number A92009H? Yes, go to Step 3 No, go to Step 4
3	Check encounter date Is the encounter date on or after 1 April 2025? Yes: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Over key the P with C Press [Enter] Over key the C with Y Press [Enter] Press [F9] to update Complete next pend or select next claim. No, go to Step 4
4	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 6 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm the immunisation date and vaccine brand name add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the Search ID field, key provider number stem and location* (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the ID Type field, select Medicare Stem and Location* from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 5 No, go to Step 6
5	Confirm details and amend the claim encounter Confirm: vaccine brand dose date vaccine/s given If provider confirms details are correct: Tell them they need to contact their public health unit (PHU) in their state or territory to discuss reporting incorrect vaccine administration Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Remove dose number and press [Enter] Over key the P with R and press [Enter] Over key the R with Z and press [Enter] On the line below add key generic vaccine brand associated with confirmed vaccine brand ie: Generic Influenza code Press [Enter] and [F9] to update Add comment, include the vaccine name, immunisation date, who provided the details and that the provider was advised to contact their PHU in their state or territory. Go to Step 7 If provider cannot confirm details: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Remove dose number and press [Enter] Over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [Enter] and [F9] to update Add comment, go to Step 7 If providers confirm different vaccine brand: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Over key using the correct vaccine brand name (operator code) provider has given Press [Enter] and [F9] to update Add comment, go to Step 7 If providers confirm different vaccine date: On the YIAE - Encounter Details screen, press [Enter] then press [F9] Remove the dose number and press [Enter] In the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Ask the provider to re-submit the encounter with the correct immunisation date Add comment, go to Step 7 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
6	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the pend as follows: Over key (R and Z) the second: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Remove dose number and press [Enter] Over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Add comment, go to Step 7 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
7	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment, include details from the conversation with the provider If unable to contact, write: unable to contact provider on DD/MM/YY to resolve pend If unable to contact, key the relevant comment: Unable to contact provider on dd/mm/yy, to resolve pend Unable to contact provider after 3 attempts, - R&Z <name of vaccine> dated <ddmmyy> to resolve pend Unable to contact provider as Auth to Rel = N – R & Z <name of vaccine> dated <ddmmyy> to resolve pend Press [Enter] Press [F9] to update Complete next pend or select next claim

Step	Action
1	Confirm the claim encounter details Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 5 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm the encounter details add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 2 No, go to Step 5
2	Confirm error reason If the error relates to the: date of birth (DOB), go to Step 3 immunisation date, go to Step 4 incorrect record used, go to Step 4
3	Date of birth incorrect Supplementary Identification Number (SIN): Copy the PIN number from the YIAE - Encounter Details screen Go to the YCUI - Registration Amendment Search screen Key/paste the PIN number into the PIN field and press [Enter]. The YCUA - Amendment Registration screen will show Over key the DOB on the SIN record, press [Enter] Press [F9] to update. The message UPDATE SUCCESSFUL will display, or the YXCL - Possible Duplicate Registration screen will show Key Y in the Continue Processing field and press [F3]. The YCUA - Amendment Registration screen will show with corrected date Press [F14]. The YIRD - Episode History-Basic screen will show Check the pended vaccine/s have auto-corrected, or continue to correct pends Go to Step 7 Medicare record: A Medicare record cannot be updated with the date of birth (DOB) on the provider's advice Tell the provider that the customers DOB is incorrect and the customer needs to contact a Medicare office, or phone Medicare to correct the DOB Note: in some circumstances, updating DOB over the phone may not be possible Go to Step 6
4	Immunisation date incorrect or incorrect record If the immunisation date, or record used is incorrect: On the YIAE - Encounter Details screen, in the Enc St field: remove the dose number and press [Enter] over key the P with R and press [Enter] over key the R with Z, press [Enter] Press [F9] to update Ask the provider to re-submit the encounter with the correct immunisation date/customer record Go to Step 7. Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
5	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second Add a comment in mainframe, go to Step 6
6	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment, include details from the conversation with the provider If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
7	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Contact the provider to confirm immunisation date Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 3 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm the correct immunisation date add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 2 No, go to Step 3
2	Amend the claim encounter On the YIAE - Encounter Details screen: Press [F6]. The YIAN - Antigens Details screen will show Remove the dose number and press [Enter] In the ST field, over key the P with R and press [Enter] In the ST field, over key the R with Z and press [Enter] Press [F9] to update Tell the provider to re-submit the correct details of the immunisation Go to Step 4. Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
3	Unable to contact provider If unable to contact the provider after 3 attempts or Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second Add a comment, go to Step 4
4	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment, include details from the conversation with the provider If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
5	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Display Individual Selection screen Press [Enter] Press [F9] to update Does this resolve the pend? Yes, go to Step 4 No, go to Step 2
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider escalate to AIR Local Peer Support (LPS) If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the vaccination provider who reported the vaccine add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Confirm the following encounter details: Individuals name Vaccination date Vaccine brand Was the contact successful? Yes, go to Step 3 No, add a comment to the AIR record for each attempt and escalate to AIR Local Peer Support (LPS)
3	Contact successful Did the provider confirm the encounter details are correct? Yes, escalate to AIR Local Peer Support (LPS) No, amend the AIR record as confirmed by the provider. Add a comment to the AIR record with details of the updated information. If this: does resolve the pend, go to Step 4 does not resolve the pend, escalate to AIR Local Peer Support (LPS)
4	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Search for possible matches On the YIAE - Encounter Details screen: Press [F11] and [Enter]. The YXCB - Individual Selection screen will show Check the list for a match using Name Address Date of birth (DOB) Is an exact and unique match found? Yes, go to Step 2 No, go to Step 3
2	Select matched person To complete the match: Select (/) matching person and press [Enter]. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update. The YIAN - Antigens Details screen will show Press [F9] to update Go to Step 6.
3	System does not identify a match Search for person in CDMS under both name and address: Log on to CDMS. See CDMS for Medicare for assistance Select Inquire on Consumer Details. The Inquiry Search screen will show Select Address search button Key in the address from the pended encounter Select consumers - List of consumers at that address will show If not found - continue searching by name Select the Detailed Search tab and enter: Program field -Select All Programs from the dropdown menu. Medicare is the default Family Name (mandatory) First Name (also search without First Name if no options return) Gender (mandatory) - select All Date of Birth or Age range (mandatory) Postcode Range (0001 to 9999) Note: try variations of the surname. For example, a different spelling or if it is hyphenated, try with and without the hyphen or each of the hyphenated surnames separately if there are too many results, refine the search by adding the first initial of the customer's first name search for an age by entering a number in the first field only. For example, search for '45' in the first field and leave the second field blank, results will be from 45 years through to 45 years 11 and months old search for an age range by entering a number in the first and second fields. For example, '45' and '50' will return customers between 45 to 50 years old If not found in CDMS, search in Mainframe: Key YCUI - Registration Amendment Search screen, anywhere on Mainframe Key: Given Name Date of Birth Postcode (0001 to 7999) Check the list to search for a match. To scroll multiple pages use [F8] - Forward or [F7] Backward Is a match found? Yes, go to Step 4 No, go to Step 5
4	Medicare / Supplementary Identification Number (SIN) is found To complete the match: Key the Medicare/SIN number on the YXCB - Individual Selection screen in the PIN field Delete personal details and press [Enter]. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update Go to Step 6.
5	Medicare / Supplementary Identification Number (SIN) is not found To complete the non-match: On the YXCB - Individual Selection screen press [F10] - NEW INDV. The YIAE - Encounter Details screen will show Press [Enter] and [F9] to update. This creates the person on the AIR with a SIN record). The YIAN - Antigens Details screen will show Press [F9] to finalise Go to Step 6 A person's gender is not required to process an encounter. Service Officers can view a record where there is no gender recorded by going to YCEI - Individual enquiry screen in Mainframe.
6	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Confirm date of immunisation Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 3 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm the correct date of immunisation add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 2 No, go to Step 3 Note: if Polio was administered overseas and the individual was given a dose at birth, see Troubleshooting on the Resources page.
2	Amend the claim encounter Is the immunisation date recorded, correct? Yes: For Capvaxive vaccine (CAPVAX) On the YIAN - Antigen Details screen, press [Enter] then press [F9] In the ST field over key the P with C and press [Enter] Over key the C with Y and press [Enter] Press [F9] to update Escalate to an AIR Local Peer Support (LPS) Go to Step 4 All other vaccines On the YIAN - Antigen Details screen, press [Enter] then press [F9] In the ST field over key the P with C and press [Enter] Over key the C with Y and press [Enter] Press [F9] to update Go to Step 4 No, provider advises the wrong immunisation date is recorded: On the YIAN - Antigen Details screen, press [Enter] then press [F9] Remove the dose number and press [Enter] In the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Ask the provider to re-submit the encounter with the correct immunisation date Add comment in mainframe Go to Step 4 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
3	Unable to contact provider If unable to contact the provider after 3 attempts or Auth to Rel = N, action the pend as follows: On the YIAN - Antigen Details screen, press [Enter] then press [F9] Remove the dose number and press [Enter] In the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Add comment in mainframe, go to Step 4
4	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
5	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check for other antigens On the YIAE - Encounter Details screen: Press [F14]. The YIRD - Episode History-Basic screen will show Check the record for any other vaccines that may be causing the pend Vaccines different, dates given are the same: Select (/) the pend and press [F6]. The YIAN - Antigens Details screen will show Select (/) the pend and press [F10] to reassess If pend does not change, contact the provider to confirm vaccine brand given R and Z the incorrect vaccine If provider confirms vaccine given, C and Y the vaccine Add comment in mainframe Vaccines different, dates given are different: Contact the provider to confirm vaccine given and correct date given R and Z the incorrect record in P status If provider confirms vaccine given, C and Y the vaccine Add comment in mainframe Reject the other incorrect episode, see Table 8 > Steps 2 to 5 in Process claims in the Australian Immunisation Register (AIR) Update correct details as history Vaccines the same, dates given are different: Contact the provider to confirm the correct date given R and Z the incorrect date If provider confirms vaccine given, C and Y the vaccine Add comment in mainframe Vaccines the same, dose number and date given are different: Contact the provider to confirm vaccine given, date given and correct dose number R and Z the incorrect dose and date If provider confirms vaccine given, C and Y the vaccine Add comment in mainframe Rabies vaccine: C and Y the dose
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 3 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number
3	Unable to contact provider If unable to contact the provider after 3 attempts or Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second From the YIAN - Antigen Details screen, press [Enter] then press [F9] Remove the dose number and press [Enter] In the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Add a comment in mainframe Go to Step 4
4	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, key the relevant comment: Unable to contact provider on DD/MM/YY to resolve pend Unable to contact provider after 3 attempts - R&Z <name of vaccine> dated <ddmmyy> to resolve pend on DD/MM/YY to resolve pend Unable to contact provider as Auth to Rel = N – R & Z <name of vaccine> dated <ddmmyy> to resolve pend Press [Enter] Press [F9] to update
5	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check same or equivalent dose that is pended Check the immunisation history for same or equivalent dose: From the YIAE - Encounter Details screen press [F6]. The YIAN - Antigens Details screen will show Press [F14]. The YIRD - Episode History-Basic screen will show. Check the immunisation history to confirm the recorded dose numbers are correct Note: one component only of a vaccine can be pended. For example, third dose Infanrix Hexa, dose 3 of the Polio has a pend status; all other components of dose 3 are correct. Can the duplicate dose be corrected? Yes, on the encounter with the incorrect dose number: Over key the dose number with correct dose number and press [Enter] Press [F9] to update. The 'UPDATE PROCESSING COMPLETE' message will show Go to Step 5 Note: see Troubleshooting on the Resources page for more than 3 doses of Polio given under 3.5 years of age. For how to action single dose MMR, see Measles, mumps, and rubella (MMR) in Process claims in the Australian Immunisation Register (AIR) No, go to Step 2
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 4 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 3 No, go to Step 4
3	Amend the claim encounter Confirm the immunisation date and brand with the provider. Select ( / ) the incorrect episode and press [Enter] Remove the dose number and press [Enter] Over key the P with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update Add comment in mainframe Go to Step 5.
4	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, Service Officers must action the pend as follows: Duplicate influenza (Flu) vaccines only - Keep the flu vaccine dose in P status by removing (R and Z) the flu vaccine dose in A status (must have the same immunisation date): Select ( / ) the flu encounter line with the A status (same immunisation date as pend) and press [F6] Remove the dose number and press [Enter] Over key the P status with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update - the encounter in P status should automatically resolve to A status Add comment in Mainframe 'Unable to contact provider <number> on DD/MM/YY to resolve pend. R & Z'd <vaccine name/brand> given on <DD/MM/YY>' Note: if the pended vaccine (P status) is the generic flu (GNFLU) or is not approved for the individual's age group, R and Z the pended vaccine (P status). See the Resources page for a list of Influenza Vaccines eligible for registered age groups. All other duplicate vaccines - Keep the vaccine dose in A status by removing (R and Z) the vaccine dose in P status (must have the same immunisation date): Select ( / ) the encounter line with the P status (must have the same immunisation date as the one in A status). Press [F6] Remove the dose number and press [Enter] Over key the P status with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update Add comment in Mainframe 'Unable to contact provider <number> on DD/MM/YY to resolve pend. R & Z'd <vaccine name/brand> given on <DD/MM/YY>'
5	Re-check immunisation history Re-check the individual's record. Press [F14]- Episode History-Basic screen will show Are there any pends on the record? No, record a comment in Mainframe. Go to Step 6 Yes, continue to resolve pends until no more appear
6	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider number contacted date of immunisation immunisation given name of the person/provider confirming/providing information if unable to contact, write unable to contact provider <number> on DD/MM/YY to resolve pend. R & Z'd <vaccine name/brand> given on <DD/MM/YY> Press [Enter] Press [F9] to update Go to Step 7
7	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check immunisation history Check the immunisation history for the same or equivalent dose. From the YIAE - Encounter Details screen: Press [F6], the YIAN Antigens details screen will show Press [F14]. The YIRD - Episode History-Basic screen will show Assess the whole record to confirm the recorded dose numbers are correct Can the duplicate dose be corrected? Yes, on the encounter with the incorrect dose number: Over key the dose number with correct dose number and press [Enter] Press [F9] to update: UPDATE PROCESSING COMPLETE message appears No, go to Step 2 Note: for how to action single dose MMR, see Measles, mumps, and rubella (MMR) in Process claims in the Australian Immunisation Register (AIR).
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 3 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider to confirm immunisation and brand if needed add a comment in Mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 4 No, go to Step 3
3	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, Service Officers must action the pend as follows: Duplicate influenza (Flu) vaccines only - Keep the flu vaccine dose in P status by removing (R and Z) the flu vaccine dose in A status (must have the same immunisation date): Select ( / ) the flu encounter line with the A status (same immunisation date as pend) and press [F6] Remove the dose number and press [Enter] Over key the P status with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update - the encounter in P status should automatically resolve to A status Add comment in Mainframe 'Unable to contact provider <number> and <number> on DD/MM/YY to resolve pend. R & Z'd <vaccine name/brand> given on <DD/MM/YY>' Note: if the pended vaccine (P status) is the generic flu (GNFLU) or is not approved for the individual's age group, R and Z the pended vaccine (P status). See the Resources page for a list of Influenza Vaccines eligible for registered age groups. All other duplicate vaccines - Keep the vaccine dose in A status by removing (R and Z) the vaccine dose in P status (must have the same immunisation date): Select ( / ) the encounter line with the P status (must have the same immunisation date as the one in A status). Press [F6] Remove the dose number and press [Enter] Over key the P status with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update Add comment in Mainframe 'Unable to contact provider <number> on DD/MM/YY to resolve pend. R & Z'd <vaccine name/brand> given on <DD/MM/YY>' Note: if the: Service Officer can only contact one provider and not the other, they can accept the information provided by that provider antenatal value is required, follow the instructions on Resources page > Troubleshooting
4	Confirm vaccine/s Is the provider who gave the vaccine and the date the vaccine given confirmed? Yes, select (/) the incorrect vaccine line: Press [F6]. The YIAN - Antigens Details screen will show If dose number needs correcting, over key with correct dose number [Enter], press [PF9] to update. Otherwise remove dose number [Enter], over key the P status with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update If over keying dose number is not accepted, escalate to AIR LPS No: select (/) the latest receipt date vaccine line: Press [F6]. The YIAN - Antigens Details screen will show Remove dose number and press [Enter] Over key the P status with R and press [Enter] Over key the R status with Z and press [Enter] Press [F9] to update If over keying dose number is not accepted, escalate to AIR LPS Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting Go to Step 6.
5	Re-check immunisation history Recheck the individual's record to ensure no further encounters are in Pend status: Press [F14] YIRD - Episode History-Basic screen will show Are there any other pends on the record? No, record a comment on the individual's record in Mainframe. Go to Step 6 Yes, continue to resolve pends until no more appear
6	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, write 'Unable to contact provider <number> and <number> on DD/MM/YY to resolve pend. R & Z'd <vaccine name/brand> given on <DD/MM/YY>' Press [Enter] Press [F9] to update Go to Step 7
7	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Check for other providers On the YIAE - Encounter Details screen: Press [F14]. The YIRD - Episode History-Basic screen will show Check the record for any other vaccines that may be causing the pend
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 4 If Auth to Rel = Y, Services Officers must: make 3 genuine attempts to contact both providers to confirm if they gave the vaccine or were just reporting it add a comment after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See Table 2 in Amend Medicare providers for Australian Immunisation Register (AIR) in Provider Directory System (PDS) for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 3 No, go to Step 4
3	Confirm details and amend the claim encounter Confirm: vaccine brand dose date vaccines given If providers confirm details are correct: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Over key the P with 'C', press [Enter], press [F9] to update Over key the C with 'Y', press [Enter], press [F9] to update If providers cannot confirm details: Select (/) the pended vaccine line Press [F6]. The YIAN - Antigens Details screen will show Remove dose number and press [Enter] Over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting. Go to Step 5.
4	Unable to contact provider If unable to contact the provider after 3 attempts or Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second vaccine For Rabies vaccine only: C and Y the dose Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
5	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
6	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Episode reported by same provider - period between doses less than 6 months Check the record to confirm pend reason. On the YIAE - Encounter Details screen, press [F14]. The YIRD - Episode History-Basic screen will show: Check the immunisation history to determine why the encounter has pended: Vaccine given by the same provider less than 6 months and more than 27 days apart Vaccine given by the same provider less than 6 months and less than 27 days apart Vaccines with similar antigens and unclear which vaccine was given. For example, Infanrix and Infanrix Hexa Check comments for any previous interactions
2	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 5 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact the provider add a comment in mainframe after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Confirm: the immunisation given the date given if required, the appropriate antenatal indicator (Y/N) Note: if the information provider is at a different location to the immunising provider, staff may need to contact both providers to confirm. Locate provider contact details in the Provider Directory System (PDS). See the Log on to PDS table for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen displays. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, the information reported in the encounter is: correct, go to Step 3 incorrect, go to Step 4 No, go to Step 5
3	Reported encounter is correct The provider confirms the vaccination reported was given: Select (/) episode, press [F6]. The YIAN - Antigens Details screen will show On the ST field, over key the P with C and press [Enter] Over key the C with Y and press [Enter] If prompted, key antenatal value (Y/N), as confirmed with provider Press [F9] to update Add a comment Note: if antenatal value is required and was not confirmed, follow the instructions on Resources page > Troubleshooting. Go to Step 6.
4	Reported encounter is incorrect The provider confirms the reported encounter is incorrect. The vaccination was not given: Select (/) episode, press [F6]. The YIAN - Antigens Details screen will show Remove the dose number and press [Enter] On the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] If prompted to enter a value in the antenatal field, key N Press [F9] to update Record a comment Go to Step 6.
5	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second If prompted to enter a value in the antenatal field, key N Record a comment, go to Step 6
6	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given correct antenatal indicator, if applicable name of the person confirming/providing information If unable to contact, key unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update
7	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Episode reported by different provider - period between doses less than 6 months Check the record: On the YIAE - Encounter Details screen, press [F14]. The YIRD - Episode History-Basic screen will show Check the immunisation history to determine why the encounter has pended: Vaccine given by a different provider less than 6 months and more than 27 days apart Vaccine given by a different provider less than 6 months and less than 27 days apart
2	Catch up schedule Does the vaccine appear to be a catch-up? Yes, go to Step 3 No, go to Step 4
3	Vaccination assists with catch-up schedule The vaccination assists in completing the persons schedule as a catch-up Select (/) episode, press [F6]. The YIAN - Antigens Details screen will show On the ST field over key the P with C and press [Enter] Over key the C with Y and press [Enter] to update Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting. Go to Step 7.
4	Contact the provider Staff must check the authority to release (Auth to Rel) indictor on the individual's registration record before calling a provider. If Auth to Rel = N: do not contact the provider go to Step 6 If Auth to Rel = Y, Service Officers must: make 3 genuine attempts to contact both providers to confirm the immunisations were given add a comment after each attempt For outbound calls, Service Officers must use the script in Table 2 > Step 4 in Authentication and release of information for Australian Immunisation Register (AIR). Locate provider contact details in the Provider Directory System (PDS). See Table 2 in Amend Medicare providers for Australian Immunisation Register (AIR) in Provider Directory System (PDS) for help. Search for provider details in PDS: Program Registration (Medicare provider) Search for the provider number using Program Registration Select View. The Program Registration screen will show In the *Search ID field, key provider number stem and location (first 7 digits Medicare provider or 6 digits Ancillary provider number) In the *ID Type field, select Medicare Stem and Location from the dropdown menu Select the radio button Program Registrations for this Provider/Practice/Organisation Select Search. The Program Registration View screen will show Check the Registration End Date column for AIR and Medicare end dates Select View from the AIR Program line. The Program Registration View screen will show. This screen contains contact phone number Organisation (Ancillary provider) Search for the provider number using Organisation Select View. The Organisation Registration View screen will show In the Search ID field, key provider number stem and location* (first 6 digits of Ancillary provider number) In the ID Type field, select AIR Provider number* from the dropdown menu Select Search. The Organisation Registration Summary screen will show Check the End Date. This screen contains contact phone number Is contact successful? Yes, go to Step 5 No, go to Step 6
5	Amend the claim encounter Both providers confirm the immunisations were given: Select (/) episode, press [F6]. The YIAN - Antigens Details screen will show On the ST field over key the P with C and press [Enter] Over key the C with Y and press [Enter] to update Press [F9] to update Go to Step 7 Provider confirms immunisation was not given Select (/) episode, press [F6]. The YIAN - Antigens Details screen will show Remove the dose number and press [Enter] On the ST field over key the P with R and press [Enter] Over key the R with Z and press [Enter] Press [F9] to update Go to Step 7 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
6	Unable to contact provider If unable to contact the provider after 3 attempts or the Auth to Rel = N, action the pend as follows: Accept the first dose that has come in R and Z the second Add a comment, go to Step 7
7	Record a comment Record a comment on the customer's Mainframe record: Key the Medicare number on the YCUI - Registration Amendment Search screen and press [Enter]. The YCUA - Amendment Registration screen will show Press [F3]. The YCCO - Comments List screen will show Press [F3]. The YCCV - Comment Details screen will show Add a comment. To confirm details, include: provider contacted correct date of immunisation immunisation given name of the person confirming/providing information If unable to contact, write unable to contact provider on DD/MM/YY to resolve pend Press [Enter] Press [F9] to update Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
8	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim

Step	Action
1	Dose given at less than schedule age 17 months Check the immunisation and dose history: Press [F14]. The YIRD - Episode History-Basic screen will show Check the immunisation history Select (/) the pend and press [F6]. DOSE GIVEN AT < SCHEDULE AGE 17 MONTHS - PF18 TO ACK WARNING message will show Press [F18] then [F9] to update Press [F14]. The YIRD - Episode History-Basic screen will show Re-check history to confirm no outstanding immunisations are showing Go to Step 3.
2	Dose given at less than schedule age 42 months Check the immunisation and dose history: Press [F14]. The YIRD - Episode History-Basic screen will show Check the immunisation history Select (/) the pend and press [F6]. DOSE GIVEN AT < SCHEDULE AGE 42 MONTHS PF18 TO ACK WARNING message will show The encounter will show dose 4 of DTP or DTP-Polio given Over key the dose number to 3 Over key the ST field P to C and press [Enter] Over key the C to Y and press [Enter] Press [F9] to update Press [F14]. The YIRD - Episode History-Basic screen will show. Re-check history to confirm no outstanding immunisations are showing Go to Step 3 Note: if antenatal value is required, follow the instructions on Resources page > Troubleshooting.
3	Complete next pend or select next claim If there are multiple episodes in the claim, the next pend will display automatically. Use the relevant pend code table to process the warning message shown. Once the last pend for the claim is processed: Press [F5]. The YIAE - Encounter Details screen will show Press [F4]. The YICP - Claim Selection screen will show Key search parameters to select the next claim