Claim management - Medicare Compensation Recovery 011-15040010

This process covers the enquiry work steps:

• Check Medicare
• Check existing compensation
• Evaluate

Is the enquiry an inbound call?

• Yes:
• Select Create and then Enquiry from the left hand panel on the MCRS homepage. A new enquiry case will create
• Enter the Medicare card number or the injured person's details on the Check Medicare screen, or select Continue and enter the work item number (WIN) on the check Existing Compensation screen
• If the injured person details are entered on the Check Medicare screen, identify the correct claim using the information provided by the caller
  Note: do not disclose any information regarding any claims or the injured person's details at this stage
• Identify the correct claim, by using the information provided by the caller
• Complete Table 3 Authenticating a customer - inbound call on Process page in Enquiries and authenticating a customer - Medicare Compensation Recovery
• Go to Step 8
• No, go to Step 3

The work item will open in a new MCRS Enquiry case.

• Select the icon on the right side of the screen to expand the utility pane, if not already open
• Review all attached documents from the Files and documents section
• Select the hyperlink for each document to open for review
• See Process Correspondence and Document Assessment to assess incoming correspondence

Go to Step 4

• Enter search parameters into the available fields in MCRS. For example:
• First name
• Family name, and
• Date of birth
• If a customer record does not present:
• Select the Basic or Advanced link to manage search parameters.
  For example, use the Advance search if the notifiable person for the claim is known to narrow the search and return less results
• elect Search. A list of matches will display, if available
• select the Medicare card hyperlink to view the Consumer details screen such as entitlements and address history to help identify a match

Note:

• if search is only by Medicare card number, all persons listed on the card will return in the result, make sure to select the correct injured person
• using fewer search parameters will create a wider search and more possible matches will return

Search results - is there a match to the name, date of birth and address?

• Yes, go to Step 5
• No, go to Table 5

• Select the button next to the injured person that matches the enquiry
• Select Continue

• Select the Basic or Advanced link to manage search parameters.
  Note: if the notifiable person for the claim is known, use Advance search to narrow the search and return less results
• Select Search. A list of possible matches will present
  Note: doing a search through the WIN will display a hyperlink for the WIN and the Medicare card number.

Was an existing claim identified that matches the injury date and description?

• Yes, go to Step 7
• No, go to Table 3

• Select the WIN link to view Summary of claim information. The Summary of claim helps to identify if the correspondence is about:
• an existing claim, or
• a new claim that needs to be registered
• Check the claim status in the top middle of the window, see Claim Statuses on Resources page in Medicare Compensation Recovery System (MCRS), if an:
• Active claim or a Sleeping claim was created in CCMS, staff must migrate it to MCRS to continue to process the claim. Go to Table 2
• Active-Standard claim or Active-Provisional claim was created in MCRS, continue to process
• For claims with:
• matching details, select the button next to the WIN that matches the enquiry, select Continue
• no matching WIN, register the claim, go to Table 3

Note: staff cannot reopen terminated claims in MCRS. Staff can only reopen claims that were:

• finalised and closed because of a:
• Notice of judgement or settlement (NOJS), or
• Notice of reimbursement arrangement (NORA)
• closed using the Actions dropdown menu

• Select a document type from Please choose the document type dropdown menu
• Depending on which document type has been selected, questions vary, for:
• an enquiry case(document assessment) allocated from Work Optimiser - Health, go to Step 9
• a telephone enquiry, select Phone Enquiry and go to Step 10
• documents attached to a Notice of judgment or settlement (NOJS) enquiry, see Notice of judgment or settlement (NOJS) - Medicare Compensation Recovery

Note: Service Officers must select the higher priority document from the dropdown menu if more than one document is received for a single MCRS Enquiry case.

The following questions appear for a work item (document assessment). Staff should select the relevant button to confirm.

Does the Medicare customer selected match the injured person named in the document?

• Yes, select this button to turn on Summary of existing compensation details
• No, select the Check Medicare link to locate the correct record for the injured person

Does the claim selected match the details in the documents?

• Yes
• No, select the Check existing compensation link to search for the correct claim. If the date or description of injury/illness does not match, go to Table 4

Does the notifiable party appear on the Bulk Payment Agreement (BPA) list?
See Resources page for BPA list.

• Yes, open the escalation template, see Escalation templates on Resources page in Escalations - Medicare Compensation Recovery:
• copy the text from the template and paste into case notes
• edit as applicable
• Select Escalate to PM button
• procedure ends here
• No, continue through the following steps

Are the documents received incomplete?

• This question does not appear if Statement by claimant is selected
• Select this button to issue either a:
• You do not need to tell us about the compensation claim/reimbursement arrangement letter (Z2797), or
• We are unable to process (Z2802)

Is this duplicate correspondence?

Select this button to record the document as a duplicate so that no further processing occurs on this work item

Is update to existing details required?

Select this button to update details on the claim (except date of injury).

Update the relevant dates as per below:

• Declaration date - must be the signature date of the first valid document
• Date received - of any document type is the date of email receipt or mail room stamp on physical documents received through Australia Post
• Sensitivity indicator - has a sensitive situation been identified? Turn on Sensitivity button and select appropriate category. See Resources page for sensitivity categories.
  Note: assigning BPA, Staff claim, or High profile sensitivity indicator will automatically escalate the claim to Program Management. Procedure ends here

Is there reference to a Public Trustee/private trustee/legal representative/guardian/parent acting as claimant, and a valid Authorised Third party (provided a valid Third Party authority (MO021) form)?

• Yes, on the Capture claimant details screen, select Add claimant:
• Select the appropriate category from the Relationship to injured person menu (Parent, Guardian, Power of attorney, Legal representative, Public trustee, Authorised third party)
• Authorisation start date - enter the date of receipt of the document
• Enter Business name, ABN (if provided), Reference number (if trustee or authorised third party), Address and Contact details
• If parent, guardian, legal representative or power of attorney is provided as claimant, enter their Family name, First name, Address and Contact details
• If the Public Trustee/private trustee/legal representative/guardian/parent are authorised to receive the refund, select the Claimant is the refund recipient button and the Refund authority indicator button. Enter Account details, if provided
  Note: this option is not to be used for an Authorised Third Party
• If more than one claimant exists, select Add claimant again. Then repeat the previous 3 points to add additional claimant details. Up to 3 claimants can be added
• Select Continue
• No, select Continue

Is an extension to be processed?

• This question allows Service Officers to:
• decide to grant or refuse a request for an extension of time to submit a statement, and
• issue an 'Extension of period to give a statement' (Z2804) letter

Do you want to refuse to issue a Notice to claimant (NTC)?

Select this button to refuse to issue an NTC

Do you want to refuse to issue a Notice of past benefits (NOPB)?

Select this button to make the decision to refuse to issue a NOPB or 'Notice of charge and to issue a Notice of refusal' (Z2806) letter.

Re-capture the NOJS details?

Select this button to recapture Notice of judgment or settlement (NOJS) details which have previously been entered

Go to Step 11.

Select the relevant button/s to confirm:

• Have you authenticated the caller and selected the relevant claim?
  Once a caller has been authenticated and the correct claim has been located
• Is Update to existing details required?
  When an update to the claim needs to be made
• Is an Extension being requested?
  To grant or refuse a request for an extension of time to submit a statement

Does the claim need to be escalated to Program Management or APS5 for a decision at a higher delegation?

• Yes, select button for relevant delegation:
• Escalate to PM?, or
• Escalate to SO5?
• No, go to Step 11

See Table 6 Add a case note

• Select Continue
• A message appears to take the Service Officer to the next stage of processing, if required
• Procedure ends here

To migrate a legacy claim if:

• found through an Enquiry case search, go to Step 2
• woken up after being pended, go to Step 3

Select the compensation claim to be migrated:

• Select the button next to the work item number (WIN), to migrate
• Select Continue. MCRS displays a banner, This claim is a legacy claim - if migrated it must be reviewed and updated.

Note:

• the claim to be migrated will have a status of:
• active (unmigrated)
• sleeping (unmigrated), or
• closed (unmigrated)
• if the claim is closed staff will only be able to reopen based on the document type that was used to close the claim originally

If staff access a closed claim, the claim will reopen at update. However, at the Review page staff will be able to close the claim again when prompted by MCRS.

A claim can also be closed using the Close Claim option from the Actions dropdown menu. However, if the case is not finalised any changes made will not be saved.

Select a document type from Please choose the document type dropdown menu.

These questions display for a work item (document assessment). Select the relevant button to confirm.

Does the Medicare customer selected match the injured person named in the document?

• Yes, select the button and a summary of Existing compensation details displays
• No, select the Check Medicare link to locate the correct record for the injured person

Does the claim selected match the details in the documents?

• Yes, select the relevant button to confirm, a message displays to advise that if a claim is migrated, it must be reviewed and updated
• No, select the Check existing compensation link to search for the correct claim

Are the documents received incomplete?

• This question does not appear for a Statement by claimant
• Select this button to issue either a:
• 'You do not need to tell us about the Compensation claim/reimbursement arrangement' (Z2797) letter, or
• 'We are unable to process the document' (Z2802) letter

Is this duplicate correspondence?

Select this button to record the document as a duplicate, so that no further processing occurs on this work item

Is update to existing details required?

Select this button to update details on the claim (except date of injury)

Note: relevant dates should be updated as per below:

• Declaration date - must be the signature date of the first valid document
• Date received - of any document type is the date of email receipt or mail room stamp on physical documents received through Australia Post
• Sensitivity indicator - has a sensitive situation been identified? Turn on Sensitivity button and select appropriate category. See Resources page for sensitivity categories.
  Note: assigning BPA, Staff claim, or High profile sensitivity indicator will automatically escalate the claim to Program Management. Procedure ends here

Is there reference to a Public Trustee/private trustee/legal representative/guardian/parent acting as claimant, and a valid Authorised Third party (provided a valid Third Party authority (MO021) form)?

• Yes, on the Capture claimant details screen, select Add claimant:
• Select the appropriate category from the Relationship to injured person menu (Parent, Guardian, Power of attorney, Legal representative, Public trustee, Authorised third party)
• Authorisation start date - enter the date of receipt of the document
• Enter Business name, ABN (if provided), Reference number (if trustee or authorised third party), Address and Contact details. If parent, guardian, legal representative or power of attorney is provided as claimant, enter their Family name, First name, Address and Contact details
• If the Public Trustee/private trustee/legal representative/guardian/parent are authorised to receive the refund, select the Claimant is the refund recipient button and the Refund authority indicator button. Enter Account details, if provided. This option is not to be used for an Authorised Third Party
• If more than one claimant exists, select Add claimant again. Then repeat the previous 3 points to add additional claimant details. Up to 3 claimants can be added
• Select Continue
• No, select Continue

Is an extension to be processed?

This question allows Service Officers to grant or refuse a request for an extension of time to submit a statement and issue an 'Extension of period to give a statement' (Z2804) letter

Do you want to refuse to issue an NTC?

Select this button to refuse to issue a notice to claimant (NTC)

Do you want to refuse to issue an NOPB?

Select this button to refuse to issue a 'Notice of past benefits' or 'Notice of charge' and to issue a 'Notice of refusal' (Z2806) letter

Re-capture the NOJS details?

Select this button to recapture Notice of judgment or settlement (NOJS) details which have previously been entered.

Note: while all these buttons are available and will display on Evaluate, staff will be forced to update and migrate the claim before taking any other action.

Select the relevant buttons to confirm:

• Have you authenticated the caller and selected the relevant claim?
  Once a caller has been authenticated and the correct claim has been located
• Is Update to existing details required?
  When an update to the claim needs to be made
• Is an Extension being requested?
  To grant or refuse a request for an extension of time to submit a statement

Note: if you are migrating a legacy claim as part of a phone call, you will need to update all the contact information.

Does the claim need to be escalated to Program Management or APS5 for a decision at a higher delegation?

• Yes, select button for relevant delegation:
• Escalated to Program Management?, or
• Escalated to SO5?
• No, go to Step 6

• Select Continue or Reopen
• A message displays advising to update the claim
• Select Yes

Staff must update the address on a legacy claim, for all parties using the Rapid Addressing tool.

• Check the details are correct
• Select Clear to delete the legacy address
• Enter the address update if required

• Check the details are correct, update if needed
• Declaration date - must be the signature date of the first valid document that was used to register the claim
• Date received - is the date of email receipt or mail room stamp on physical documents received through Australia Post. This is the date of the receipt for the first valid document that was used to register the claim
• Authorisation start date - for the injured person’s authorised third party, on the Claimant screen must be the receipt date of the first valid Third party authority (MO021) received for the claim
• Check if the written authority is saved in documents (Court document, Medicare card or MO021) for each claimant
  Note: if there is no authority on file, remove the solicitor details from the claimant section
• Select Continue
  Note: existing claimant details will default into the Claimant fields. If the claimant is the injured person, a separate claimant entry for that person is not required and should be removed
• Make sure that all addresses are re-entered using the Rapid Addressing tool.

• Claim status updates to Active Standard claim
• Process the claim at the relevant work step, based on the document selected

Does the Notifiable Party appear on the Bulk Payment Agreement (BPA) list:
See Resources page for the BPA list.

• Capture WIN, create a new enquiry and choose Other from Document type dropdown menu
• Turn on the Does the claim selected match the details in the documents? button
• See case notes templates on Resources page, copy the text from the template and paste into case notes window, then edit as applicable
• Select Escalated to PM toggle and select the Escalate to PM button

This follows on from, Step 6 in Table 1

• Do not select a button for an existing work item number (WIN)
• Select Continue

• Select a document type from Please choose the document type dropdown menu
• Select the relevant button to confirm:
• Does the Medicare customer selected match the injured person named in the document?
• Does the Notifiable Party appear on the Bulk Payment Agreement (BPA) list? See Resources page for BPA list
  Note: for claims where the Notifiable person appears on the BPA list, leave the declaration date button unselected
• Go to step 3

• To create a provisional claim or register a new claim select the relevant buttons to confirm information received
• Based on the selections above, MCRS will notify of the registration status. This will be:
• invalid
• create a provisional WIN, or
• register a new case

Note: injured person name and address or injured person name, notifiable person name (business name only) and address are required to create a provisional WIN. If no address is provided for either party, the document is invalid, and no letter will be sent. In this instance, call the sender to notify them of the invalid document. Enter National Compensation Recovery Information (NCRI) notes against the injured person’s record.

While the button in the Evaluate section provides information about whether a claim is Provisional or Active Standard, it does not definitively determine the final nature of the claim. Regardless of whether the button shows Create a Provisional WIN or Register a new claim, the actions you take in the Capture screen are more crucial.

In Capture complete all date fields to create an Active standard WIN

If a mandatory data field is blank, a Provisional WIN will be created. If not enough mandatory information is provided a provisional claim is required:

• leave the Declaration button turned off on the Evaluate screen, and
• do not complete the Declaration field on the Capture injured person details screen

• Enter the injured person’s details from the document into the relevant fields
• If applicable, select the relevant button to confirm:
• Only name - if the injured person has only one name
• Claim number - if there is a reference number for the injured person
• Aged care indicator - if the claimant or injured person identifies that care costs are related to the claim
• Description of injury /illness - acronyms and abbreviations must not be used. See Medicare Compensation Recovery
• Sensitive Information Indicators - if there are sensitive matters such as terminal illness/injury. See Sensitive Information Indicators in the CDMS
  Note: assigning the BPA, Staff claim, or High profile sensitivity indicator will automatically escalate the claim to Program Management. Proceed through steps
• The signature date of the first valid registration document (MO026/MO022/MO027) is to be used as the declaration date on the claim
• Select Continue

Note: information selected in previous work steps auto populate.

Is there a claimant involved in the claim?

• Yes, select Add claimant, to record the claimant details:
• Enter claimant details from the document into the corresponding fields
• Select the relationship to the injured person from the dropdown menu
• Add authorisation start date. use the date of receipt of the first valid MO021 relevant to the claim
• If applicable select the Claimant is the refund recipient button to enter account information
• If the party is authorised to receive the refund, select the Refund Authority Indicator button
• If more than one claimant exists, select Add claimant again. Then repeat the previous 3 points to add additional claimant details. Up to 3 claimants can be added
• Select Continue
• Go to Step 6

Note: do not add details if there is no valid third party authority form or supporting documents

• No,
• Select Continue
• Go to Step 6

Note: to remove a claimant select Remove next to the Claimant title.

Are the notifiable person's details provided?

• Yes, to record the notifiable person details:
• Select Add notifiable person
  Note: do not add an individual’s name, only add the Company Name / Business name
• Enter notifiable person's details from the document into the corresponding fields
• Select does notifiable person have a solicitor or agent button if the solicitor details are provided on the document. Enter details into corresponding fields
• If more than one notifiable person exists select Add notifiable person. Then repeat the previous 3 points to add additional notifiable person details. Up to 2 notifiable parties can be added
• Select Continue
• Go to Step 7

Note: do not enter ABNs in the business name fields. Enter ABNs into the ABN data field only

• No,
• Select Continue
• Go to Step 7

Note: to remove a notifiable person select Remove next to the Notifiable person title.

For help contact a Program Support Officer (PSO).

Review the information entered:

• If an error is identified or information is missing, select Edit link beside the relevant section
• Update required information. This will go back through all capture screens once the required information is updated
• Select Submit
• Go to Step 8

If all required information has:

• been entered, go to Step 12
• not been entered, a warning message displays advising a provisional WIN will be registered

For BPA claims provisionally registered (declaration date to be left blank), if details are correct select Submit button

• On the Set correspondence details screen:
• select the Skip correspondence button, and
• select Submit

Are you sure you want to proceed skipping the correspondence?

• Select Yes
• Procedure ends here

Has all the provided information been entered?

• Yes,
• Select Yes
• go to Step 9
• No,
• Select No
• Go to Step 4, and
• Enter missing information

Is the case notifiable? See Notifiable and not notifiable claims - Medicare Compensation Recovery.

Select Yes or No from the dropdown menu:

• Yes, go to Step 10
• No, go to Step 11,

To issue the 'We need more information to register a compensation claim' (Z2798) letter:

• Select the relevant tick boxes requesting the information/reason claim cannot be registered
• Select the button against the recipient of the letter
• Select the Preview link to view the letter
• Add a case note to document this process
• Select Submit to send the letter

Procedure ends here.

To issue the 'You do not need to tell us about the compensation claim/reimbursement arrangement' (Z2797) letter:

• Select the claim type from the dropdown menu
• Select the button against the recipient of the letter
• Select the Preview link to view the letter
• Add a case note to document this process
• Select Submit to send the letter

Procedure ends here.

The system displays a message advising that one of the following needs to be processed:

• Notice of judgment or settlement (NOJS)
• Notice of reimbursement arrangement (NORA), or
• Notice to claimant (NTC)

Select Yes on the message.

To issue the 'Information about a compensation claim' (Z2799) letter:

• Select the informant from the dropdown menu
• Select the correct notifiable person button (the recipient automatically selects)
• Select the Preview link to view the letter
• Add a case note to document this process
• Select Submit to send the letter

Note: MCRS automatically directs the work item to the correct work step.

• A pop up message displays Are you sure you want to update the claim?
• Select Yes

Does the injured person details need updating?

• Yes, key the injured person’s updated details into the relevant fields:
• Only name - if the injured person has only one name
• Claim number - if there is a reference number for the injured person
• Aged care indicator - if the claimant or injured person identifies that care costs are related to the claim
• Date of injury - if the updated Date of illness/injury (DOI) is provided on a Notice of judgment or settlement (NOJS), see Table 1 on Process page in Notice of judgment or settlement (NOJS) - Medicare Compensation Recovery
• Sensitive indicator - if there are sensitive matters. For example, terminal injury/illness
  Note: assigning the BPA, Staff claim, or High profile sensitivity indicator will automatically escalate the claim to Program Management
• Select Continue
• Go to Step 3
• No,
• Select Continue
• Go to Step 3

Note: before updating an address, staff must select Clear.

Do the claimant details need updating?

• Yes, to update the claimant details:
• Remove the current claimant
• Select Add Claimant
• Key claimant details from the document into the corresponding fields
• Select the relationship to the injured person from the dropdown menu
• Add authorisation start date. Use the date of receipt of the first valid Third party authority (MO021) form relevant to the claim
• If applicable select Claimant is the refund recipient to enter account details
• If the party is authorised to receive the refund, select the Refund Authority Indicator
• If there is more than one claimant, select Add claimant. Then repeat the previous 3 points to add claimant details, up to 3 claimants
• Select Continue
• Go to Step 4
• No,
• Select Continue
• Go to Step 4

Note: if errors are made, view previous details by selecting Revert to original.

To update the notifiable person details:

• Select Remove from next to the notifiable person's title to remove previously entered details
• Select Add Notifiable person
• Enter the notifiable person's details from the document into the corresponding fields
• If solicitor details are provided on the document, select Does notifiable person have a solicitor or agent, and key the details into the corresponding fields
• If there is more than one notifiable person, select Add Notifiable person. Then repeat the previous 3 points to add notifiable person details. Staff can add up to 2 notifiable parties

Does the updated notifiable party appear on the Bulk Payment Agreement (BPA) list?

See Resources page for BPA list.

• Yes, add a comprehensive case note explaining why the claim is being escalated to Program Management, save case note
• No, or if Program Management have already advised the relevant BPA does not apply, proceed through the following steps

Note: do not enter ABNs in the Business name data field. Enter ABNs in the ABN data field only.

• Review the information entered:
• If an error is identified or information is missing, select Edit against the relevant field
• Update required information. This will go back through all capture screens once the required information is updated
• Select Submit
• A message displays Are you sure you want to update claim is displayed?, select Yes

Was an update made to the date of injury/illness?

• Yes, contact the sender of the document, if:
• successful, confirm correct date of injury/illness. If Date of injury/illness (DOI) is confirmed to be correct as per the document received, update the DOI. See Changes to date or description of injury or illness
• the DOI change was notified on a 'Notice of judgment or settlement' (MO022) form, see Notice of judgment or settlement (NOJS) - Medicare Compensation Recovery
• unsuccessful, go to Step 8
• No, go to Step 8

• Yes,
• Update the injury description, adhering to professional standards see Resources page in Medicare Compensation Recovery
  Note: do not use acronyms and abbreviations in injury descriptions
• Select the Skip correspondence option to prevent issue of unnecessary letters
• Go to Step 8

• To issue the 'Information about a compensation claim' (Z2799) letter:
• Select the informant from the dropdown menu
• Select the correct notifiable person
• The recipient is automatically selected
• Select the Preview link to view the letter
• Add a case note to document this process
  Note: for BPA claims only - select Skip Correspondence, once submitted, procedure ends here
• Select Submit to send the letter

A message displays Keep assigned to me, or Assign to queue:

• select:
• Keep assigned to me to action the next work step, or
• Assign to the queue if not proficient in completing this work
• Select Yes

Continue to action the work item if proficient, or a message advising that the case has been routed appropriately will display.

• Select the Continue button to proceed to Evaluate screen
• Select Notice of Past Benefits request from Please choose the document type menu

• Select the relevant buttons to confirm information received
• If sufficient buttons are selected, create an Active Standard WIN
• If insufficient buttons are selected, a provisional WIN will be created
• Select Continue

Note: injured person's name and address or injured person name and notifiable person's name and address are required to create a provisional WIN. If no address is provided for either party, the document is invalid, and no letter will be sent.

• Enter the injured person’s details from the document into the relevant fields
• If applicable, select the relevant buttons to confirm:
• Only name - if the injured person has only one name
• Claim number - if there is a reference number for the injured person
• Aged care indicator - if the claimant or injured person identifies that care costs are related to the claim
• Sensitive indicator - if there are sensitive matters such as terminal injury/illness
• Select Continue

Is there a claimant involved in the claim?

• Yes, select Add claimant, to record the claimant details:
• Enter claimant details from the document into the corresponding fields
• Select the relationship to the injured person from the dropdown menu
• If more than one claimant exists, select Add claimant again. Then repeat the previous 3 points to add additional claimant details. Up to 3 claimants can be added
• Select Continue
• Go to Step 5

Note: do not add details where there is no valid third party authority form or supporting documents.

• No,
• Select Continue
• Go to Step 5

Note: to remove a claimant select Remove from next to the Claimant title.

Are the notifiable person's details provided?

• Yes, to record the notifiable person details:
• Select Add notifiable person
• Enter notifiable person's details from the document into the corresponding fields
• Select does notifiable person have a solicitor or agent button if the solicitor details are provided on the document. Enter details into corresponding fields
• If more than one notifiable person exists, select Add notifiable person. Then repeat the previous 3 points to add additional notifiable person details. Up to 2 notifiable parties can be added
• Select Continue
• Go to Step 6

Note: do not enter ABNs in the Business name data field. Enter ABNs into the ABN data field only.

• No,
• Select Continue
• Go to Step 6

Note: to remove a notifiable person select Remove next to the Notifiable person title.

• To review information entered:
• select the relevant field, or
• expand all
• If an error is identified or information is missing, select Edit against the relevant field
• Update required information. This will go back through all capture screens once the required information has been updated
• Select Submit
• Go to Step 7

• Is the case notifiable?
• Select No from the dropdown menu.

See Notifiable and not notifiable claims - Medicare Compensation Recovery.

To issue the ‘You do not need to tell us’ (Z2797) letter:

• Select the No option under Is Case Notifiable?
• Select Compensation cannot be registered under Select the claim type
• Select Sender of correspondence as Recipient
• Select the preview link to view the letter
• Add a case note to document this process, save case note
• Select Submit to send the letter

• In an Enquiry case, select Case notes in the right hand utility panel, or
• Through Restricted Claim Actions:
• search for the work item number (WIN), under Search results
• select Actions from the dropdown menu next to the WIN
• select Record case note
• The Add case note window appears

• Select a type of case note from the Type heading dropdown menu
• Select the most relevant case note heading
• Open the standard case note template, see Resources page
• Select the appropriate heading for the processing type being completed, for example, Statement by claimant and care costs
• Select the situation relevant to the situation e.g. Completed Statement by claimant not returned
• Copy and paste the relevant case note from the left-hand column into the case note window
• Enter any relevant additional information into the case note
• Go to Step 3

• Document type: Insert document type
• From: Insert sending party
• Date: Insert receipt date
• Action required/completed: detail what action was taken, and/or what processing was done, if any
• Examples:
• Migration required, updated IP address and solicitor reference details on claim.
• Phone call to IP to confirm address/DOB
• Submitted for QC training phase: REQ/SBC/NOJS
• Outbound call made to insurer to confirm injury details
• Document missing injury description. Call made to Notifiable Person, advised of error on form. Issued z2798/z2802 letter.
• NTC issued to Injured Person’s Authorised Third Party

• Enter the required details using the case notes template
• Select Save

Note: Case note must be added and saved before case is finalised. If not saved before case is finalised an error message will present advising to save case notes before finalising case. User cannot proceed to submit until this is done. If case note input window has disappeared, select the plus sign from Case notes in the utility panel and it will present. Select Add to WIN.

• Select the case note link from the right hand tile titled Case note, or
• Open the View compensation details modal using the WIN hyperlink and access from the case notes tab

Note: case notes added to an open Enquiry case will show in the Case notes tab once the case note is finalised and saved.

• Select the work item number (WIN) hyperlink from the left hand menu to launch the View Compensation Details screen
• Select the Case Notes tab from the View Compensation Details screen to view a list of all available case notes
• Select any case note title from the list to view the content of a case note

If no items appear, there have been no case notes recorded on the claim.

Service Officers can also check for case notes by:

• selecting Restricted Claim Actions from the left hand panel and search for the WIN
• locating the WIN hyperlink from the search results
• selecting the Case Notes tab from the View Compensation Details screen to view a list of all available case notes
• selecting any case note title from the list to view the content of a case note

Note: case notes added to an open Enquiry case do not show in the Case notes tab until the Enquiry case is finalised.

If a Service Officer identifies a case note that is incorrect or inappropriate, send an email to a Service Support Officer (SS05), requesting the case note to be amended/deleted.

Information that must be provided on the request email:

• WIN
• Injured person’s name
• Case reference (if applicable)
• Date of case note
• Login ID of staff member who completed the original case note
• Actions required (such as remove note, remove specific sections and replace with...)

• Select Restricted Claim Actions from the left side bar on MCRS
• Select the Search Compensation tab
• Enter the WIN into the Work Identification Number field
• From the Actions dropdown menu, select Edit Case Note
• Select the edit icon in the top right hand corner of the case note window
• Amend case note as required, adding at the start 'Case note amended/removed as per request from <Service Officer logon ID>
• Select Save