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

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

Step	Action
1	Log onto systems + Read more ... PIP Online, and/or WIP - Practice Stream Online
2	Search for the practice + Read more ... 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 can not 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 + Read more ... 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 + Read more ... Does the caller have an individual PRODA account? Yes, see Search for a Provider Digital Access (PRODA) account and conduct security check > Table 1 to search for the PRODA account. Select ‘No Inquirer’ as the Inquiry type ask the customer to confirm at least 2 pieces of personal information recorded on the PRODA account screen. Note: when asking confirmation questions, choose details that only the account owner would be likely to know. There is no limit to the number of questions that can be asked go to Step 5 No, go to Step 6
5	Caller authorisation is confirmed + Read more ... 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 + Read more ... 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

Step	Action
1	Identify the caller + Read more ... Tell the caller they must complete a security check before releasing any information. See Identifying a staff member. If the caller is off-site an can not yet be identified go to Step 2.
2	Confirm caller identity + Read more ... 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 + Read more ... 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

Step	Action
1	Log onto systems + Read more ... PIP Online, and/or WIP - Practice Stream Online 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? Yes, go to Step 2 No, go to Step 7 Note: separate updates in WIP - Practice Stream Online are only required for non-pip consenting practices.
2	Search for the practice + Read more ... 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? Yes, go to Step 3 No, go to Step 7 Note: a minor address variance may be accepted.
3	Practice status + Read more ... On the Practice Summary screen, check the Status. Is the practice Approved? Yes, go to Step 4 No, go to Step 7
4	Acceptable notification + Read more ... 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? Yes, go to Step 5 No, go to Step 7
5	Update the practice name + Read more ... 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 + Read more ... 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 + Read more ... 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: Associated documents and comments for PIP and WIP - Practice Stream Work Optimiser for staff

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.

Step	Action
1	Log onto systems + Read more ... PIP Online, and/or WIP - Practice Stream Online 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 + Read more ... 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? Yes, go to Step 3 No, go to Step 7 Note: an address variance may be accepted.
3	Practice status + Read more ... On the Practice Search screen, check the Search Results Status. Does the status show as Approved? Yes, go to Step 4 No, go to Step 7
4	Acceptable notification + Read more ... 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? Yes, go to Step 5 No, go to Step 7
5	Update or amend an owner’s name + Read more ... 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 + Read more ... 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 + Read more ... 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: Associated documents and comments for PIP and WIP - Practice Stream Work Optimiser for staff

Audit/compliance enquiries

Table 5

Step	Action
1	Audit / compliance enquiry + Read more ... Did the customer get correspondence about an audit or compliance activity? Yes, go to Step 2 No, go to Step 3
2	Correspondence + Read more ... 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 + Read more ... 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 + Read more ... 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 + Read more ... 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) + Read more ... Contact LPS for help Tell the caller of the advice from LPS See also Tier 0 technical support - self-sufficiency.

Operational Information

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

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