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Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-10010140

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This document outlines enquiry management including telephone, written and processing enquiries for the Incentives Programs.

On this page:

Verify a practice owner or authorised contact person

Telephone security check for Medicare Engagement Officers (MEOs)

Update or amend a practice name

Correct an owner’s name

Audit/compliance enquiries

Verify a practice owner or authorised contact person

Table 1

Expand table

Step

Action

1

Log onto systems
  • PIP Online, and/or
  • WIP - Practice Stream Online

2

Search for the practice

Ask the caller for the practice ID. If the caller does not have the practice ID, search for the practice using the locality, postcode or practice name.

Note: do not provide the practice ID unless the caller is an authorised contact or owner.

On the Practice Search screen:

  • Key the Practice ID, practice name, locality or postcode
  • Select Search. The Search Results will show

Check if the practice is listed in the search results.

Was the correct practice identified?

  • Yes, go to Step 3
  • No, repeat the search with a different search option. If the practice cannot be located using multiple search options, tell the caller the practice is not registered under the practice details provided. Procedure ends here

3

Check the authorised contact persons or registered owners

Tell the caller they need to confirm they are authorised to access practice information. If the caller has not identified themselves as for their full name.

To check the registered authorised contact persons:

  • Select Practice Details from the Main menu
  • Select Contact Details from the dropdown. The Contact Details screen will show
  • The authorised contact persons will show under Authorised Contact Persons

To check the registered owners:

  • Select Practice Details from the Main menu
  • Select Ownership Details from the dropdown. The Ownership Details screen will show
  • The owners will show under Owners/Partners/Associates

Is the caller listed as an authorised contact person or registered owner?

  • Yes, their identity must be confirmed
    • Tell the caller identity confirmation is required and go to Step 4
    • If the caller refuses to confirm their identity, tell them that no further information can be released. Procedure ends here
  • No, tell the caller they are not listed as an authorised contact person or practice owner. No information can be released. An owner or authorised contact person can provide verbal consent to release information to the caller. The permission is valid for the call only. The identity of the owner or authorised contact person giving verbal permission must be confirmed
    • If verbal permission to speak to the call is granted and authorisation confirmed, continue with the call
    • If verbal permission is not granted, procedure ends here

4

Verify the caller using their PRODA account

Does the caller have an individual PRODA account?

5

Caller authorisation is confirmed

Did the RA check confirm the caller’s identity?

  • Yes, continue with the call. if the caller’s RA is not linked for PIP and WIP – Practice Stream, ask if they would like to do so. See Online Services for PIP and WIP - Practice Stream > Table 4
  • No, tell the caller they did not pass the security check and end the call. Procedure ends here

6

Authorised contact person or registered owners alternative authorisation

If the caller does not have a PRODA RA number an alternative check must be performed. The caller must be able to confirm or provide at least 2 pieces of practice information from the list below:

  • Practice ownership details. Select Ownership details from the main menu to view the ownership details
    • Name at least one registered practice owner (not the caller)
    • What is the Company or Organisation name?
  • Name another authorised contact person listed on the profile
  • Does the practice have an additional location?
    • Check Practice Details, Locations
    • If yes, what is the location address?
  • What incentives is the practice claiming?
    • Check Incentive Summary
  • Name at least 2 current GPs. To check the current GPs:
    • select Practice Details, Associated GPs
  • Has the practice claimed teaching sessions in the last 6 months? To confirm:
    • select Incentive Summary from the main menu
    • under Capacity Stream, select the History ‘view’ hyperlink for Teaching Incentive
    • all processed teaching sessions will show
  • What is the practice’s HPI-O number?
    • Open the Practice Summary screen to check the number
  • Ask for the practice postal address if a separate address is listed
    • Check the Practice Summary screen
  • Who is the practice’s accreditation agency?
    • Open Practice Details, Eligibility to check
  • For WIP – Practice Stream calls, what health professional types is the practice claiming?
    • Open Practice Details, Health Professional Details in WIP - Practice Stream Online to check

Did the person answer at least 2 questions correctly?

  • Yes, continue with the enquiry
  • No, tell the caller they did not pass the security check. Do not discuss any information with the caller. Procedure ends here

Note: there is no limit to the number of questions that can be asked to confirm the identity or legitimacy of the caller.


Telephone security check for Medicare Engagement Officers (MEOs)

Table 2

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Step

Action

1

Identify the caller

Tell the caller they must complete a security check before releasing any information. See Identifying a staff member.

If the caller is off-site and ca not yet be identified, go to Step 2.

2

Confirm caller identity

Open the Services Australia intranet.

  • Select People Search from the options below the Search bar
  • Key the caller’s full name
  • Select Search

Did the Officer’s name and Health Provider Engagement Outreach team show?

  • Yes, continue with the enquiry. Procedure ends here
  • No, tell the caller they did not pass the security check. Do not discuss any information with the caller. Go to Step 3

3

Practice authorisation to speak to Outreach Services

Is the Outreach Services Officer calling from the practice?

  • Yes, an authorised contact person or owner can give verbal authorisation to release information. The authorised contact person or owner needs to be verified first. See Table 1
  • No, do not discuss any practice specific information with the caller

Procedure ends here.


Update or amend a practice name

Table 3

Expand table

Step

Action

1

Log onto systems

Assess the details provided by the practice. The details must be in writing, on the practice letterhead and include the:

  • Practice ID
  • New Practice name
  • Full practice address
  • Signature of a practice owner, or was sent via HPOS from an owner’s RA

Does the request have all require details?

Note: separate updates in WIP - Practice Stream Online are only required for non-pip consenting practices.

2

Search for the practice

Search for the practice in PIP Online or WIP - Practice Stream Online. See Step 2 > Table 1 for details.

Do the details match the details on the notification?

Note: a minor address variance may be accepted.

3

Practice status

On the Practice Summary screen, check the Status.

Is the practice Approved?

4

Acceptable notification

Does the request include all necessary information? See Table 1 on the Resources page for details.

Check if the request been signed by an owner of the practice or is from an owner’s RA.

Confirm a practice owner:

  • Select Contact Details, Ownership Details from the main menu
  • Confirm the owner signing the notification is listed under Owners/Partners/Associates
  • If the name is not registered, the notification is not acceptable

Confirm an owner’s RA number:

  • Select Practice System Staff Access from the main menu
  • Check the sender’s RA on the HPOS message is linked to a practice owner on this screen
  • If the sender’s RA is not linked to a practice owner, the notification is not acceptable

Is the notification acceptable?

5

Update the practice name

On the Practice Summary screen:

  • scroll down to Change Practice Name
  • key the new practice name in upper case
  • select Update Practice Name

Practice name is updated.

Follow the same steps in WIP – Practice Stream Online if the practice is:

  • registered for WIP - Practice Stream,
  • is not PIP consenting, and
  • has provided the separate WIP – Practice Stream ID

If the WIP – Practice Stream ID has not been provided, do not make any changes to the WIP – Practice Stream profile.

6

Finalise the work item
  • Upload the notification to associated documents
  • Add any required processing notes to the PaNDA work item
  • Finalise the work item in PaNDA as Complete
  • Procedure ends here

7

Return an unacceptable notification

If the notification needs more details:

  • return to the practice using the Request for more information for PIP and WIP - Practice Stream (z1736) letter
  • upload the letter and the correspondence to the practice profile. Upload the documents to PaNDA only if:
    • the practice ID is missing, incorrect, or
    • the practice cannot be identified
  • finalise the work item as Complete, Request rejected in PaNDA
    • if the practice ID is missing, incorrect or the practice cannot be identified, key the practice name in the practice ID field

If the practice is not a PIP consenting practice, upload the letter to both profiles.

See also:


Correct an owner’s name

Table 4

Note: this table is only for correcting errors in the way a practice owner’s name has been entered on the system. It is not for adding or removing practice owners.

Expand table

Step

Action

1

Log onto systems

Assess the details provided by the practice. The update must be in writing, on practice letterhead and include the:

  • Practice ID
  • Practice name
  • Full practice address
  • Correct spelling of the owner’s name
  • Signature of the owner or sent via HPOS from an owner’s RA

Note: updates in WIP - Practice Stream Online are only required for non-pip consenting practices.

2

Search for the practice

Search for the practice in PIP Online or WIP - Practice Stream Online. See Table 1, Step 2 for details.

Do the details match the details on the notification?

Note: an address variance may be accepted.

3

Practice status

On the Practice Search screen, check the Search Results Status.

Does the status show as Approved?

4

Acceptable notification

Does the request include all required information? See Table 1 on the Resources page for details.

Has the request been signed by an owner of the practice or been sent from an owner’s RA?

Confirm a practice owner:

  • Select Contact Details, Ownership Details from the main menu
  • Confirm the owner signing the notification is listed under Owners/Partners/Associates
  • If the name is not registered, the notification is not acceptable

Confirm an owner’s RA number:

  • Select Practice System Staff Access from the main menu
  • Check the sender’s RA on the HPOS message is linked to a practice owner on this screen
  • If the sender’s RA is not linked to a practice owner, the notification is not acceptable

Is the notification acceptable?

5

Update or amend an owner’s name
  • Select Practice Details from the Main Menu
  • Select Ownership Details from the dropdown menu:
    • the Ownership Details screen shows
  • Select Override Details under Owners/Partners/Associates
  • Update the incorrect details and select Apply Changes

The owner’s name updates. Procedure ends here.

6

Finalise the work item
  • Upload the notification to associated documents
  • Add any required processing notes to the PaNDA work item
  • Finalise the work item in PaNDA as Complete
  • Procedure ends here

7

Return an unacceptable notification

If the notification needs more details:

  • return to the practice using the Request for more information for PIP and WIP - Practice Stream (z1736) letter
  • upload the letter and the correspondence to the practice profile. Upload the documents to PaNDA only if the practice ID is missing, incorrect or the practice cannot be identified
  • finalise the work item as Complete, Request rejected in PaNDA
    • if the practice ID is missing, incorrect or the practice cannot be identified, key the practice name in the Practice ID field

If the practice is not a PIP consenting practice, upload the letter to both profiles.

See also:


Audit/compliance enquiries

Table 5

Expand table

Step

Action

1

Audit / compliance enquiry

Did the customer get correspondence about an audit or compliance activity?

2

Correspondence

Ask the caller if there are any contact details on the correspondence.

Is there contact details available?

  • Yes, the customer must use those contact details for their enquiry. Procedure ends here
  • No, go to Step 3

3

Security check

Only provide practice information to an authorised person. Conduct a security check, see Table 1.

Is the caller authorised?

  • Yes, go to Step 4
  • No, do not discuss any information with the caller. Tell the caller:
    • they do not meet the requirements of the security check
    • an owner or authorised contact person must call back or provide verbal authorisation to speak to the caller
    • Procedure ends here

4

Check comments

Check the comments on the practice profile. Look for any comments about an audit or compliance activity.

Is a relevant comment available:

  • Yes, tell the customer how to proceed per the comment. Procedure ends here
  • No, go to Step 5

See also, Associated documents and comments for PIP and WIP - Practice Stream.

5

Check associated documents

Check the associated documents. Look for any correspondence about an audit or compliance activity.

Is a relevant document available?

  • Yes, tell the customer how to proceed as per the associated document. Procedure ends here
  • No, go to Step 6

6

Contact Local Peer Support (LPS)
  • Contact LPS for help
  • Tell the caller of the advice from LPS

See also Tier 0 technical support - self-sufficiency.