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

• Staff must perform a security check for all inbound and outbound calls
• Tell the caller they must complete a security check before releasing any information.
• Suggested wording: ‘Before I can discuss details with you, do you mind if I go through some quick security questions to establish I am talking to the correct person?’

If the request relates to the:

• PIP/WIP – Practice Stream, go to Step 3
• ACAI, go to Step 8

• PIP Online, and/or
• WIP – Practice Stream Online

Search for the practice in PIP Online or WIP – Practice Stream Online. To confirm the caller identity see Table 3 Step 2.

Do these details match the practice details?

• Yes, go to Step 6
• No, go to Step 5

Search for the practice using the practice name and/or practice address.

Has the caller provided sufficient details to find the practice?

• Yes, go to Step 6
• No, tell the caller no information can be provided as the practice details do not match or the practice cannot be found

Note: there is no limit to the questions that can be asked to confirm the correct practice.

Only provide practice information to an owner or authorised contact person. To check the authorised contacts or owners, see Table 3, Step 3.

Is the caller an owner or authorised contact person?

• Yes, continue with the enquiry. Procedure ends here.
• No, go to Step 7

A practice owner or authorised contact person can give verbal permission to speak an unauthorised person.

Has the practice owner or authorised contact given verbal permission?

• Yes, continue with the enquiry. Procedure ends here
• No, go to Step 11

Note: verbal permission only applies to the current call. If the caller requires continued access to practice information, they should discuss becoming an authorised contact with the practice owner.

PIP GP ACAI payments are made to practitioners. Only provide details directly to the practitioner related to the payment.

See the Perform security check for Medicare health professionals for details.

Note: staff can ask other questions to confirm the caller identity. Questions must relate to provider information that is unlikely to be publicly available.

To check the practitioner:

• Log onto the Provider Directory System (PDS)
• Select Provider
• Select View
• Key Provider Stem (first 6 digits) in the Search ID field
• Select Provider Stem from the ID Type dropdown
• Select Search

Did the practitioner pass the security check?

• Yes,
• continue with the enquiry procedure ends here
• if the provider is passing the enquiry to another person, go to Step 10
• No, go to Step 11

Request verbal permission directly from the practitioner related to the payment.

Is there verbal permission?

• Yes, continue with the enquiry. Procedure ends here
• No, go to Step 11

Tell the caller they did not meet the requirements of the security check and no information can be provided.

Do not discuss any information with the caller.

Tell the caller they must complete a security check before releasing any information.

Ask for the caller’s:

• full name
• position within the agency, and
• user ID

Open the Services Australia intranet.

• Key the callers full name or user ID into the search bar
• Select People from the dropdown list
• Select Search

Did the Officer’s name and branch/program 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

Is the Outreach Services Officer calling from the practice?

• Yes, an authorised contact person or owner can give verbal authorisation to release information
• No, do not discuss any information with the caller

• PIP Online, and/or
• WIP – Practice Stream Online

Search for the practice in PIP Online or WIP – Practice Stream Online.

On the Practice Search screen:

• Key the Practice ID
• Select Search. The Search Results will show

Check if the practice name and address on the practice profile match the practice details provided:

• on the form, or
• by the caller

If the details:

• match, go to Step 3
• do not match, check the company or trading name:
• select the Practice ID. The Practice Summary screen will show
• select Practice Details from the Main menu
• select Ownership Details from the dropdown. The Ownership Details screen will show

Do these details match the practice details?

• Yes, go to Step 3
• No, check that the Practice ID keyed is correct. If the practice ID is incorrect or invalid, reject the form. Go to Step 5

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

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

Has the form been signed by, or is the caller, an authorised contact person or owner?

• Yes,
• continue assessing the form, or
• proceed with the call
• No, and:
• are assessing a form, go to Step 4
• have a telephone enquiry, go to Table 1, Step 7

Forms can be accepted if the signatory was an authorised contact person at the date the form was signed.

To check previous authorised contact persons:

• Select Comments from the Main Menu
• In Comments History select Contact Details from the Area dropdown and Get Details
• all changes to the contact details screen show
• check comments dated after the form was signed
• open the comment by selecting the Reference Number hyperlink
• If the authorised contact was removed after the date the form was signed, the form can be accepted

Has the form been signed by an authorised contact person?

• Yes, continue assessing the form
• No, go to Step 5

Do not action forms if the following details do not match the practice profile:

• Practice ID is incorrect or invalid
• Practice name does not match the Practice ID
• Practice address does not match the address recorded on the system
• The form has not been signed by:
• an owner, or
• authorised contact person

If the form needs more details or the details do not match:

• return the form to the practice. Use the appropriate letter from the Incentives Programs letters templates
• If the practice ID is missing, incorrect or the practice cannot be identified, use the name and address on the form. If no contact name can be identified, use ‘Practice Manager’
• upload the letter and the form 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

Note: before returning a form for more information, staff must:

• assess the entire form, and
• address all issues in the letter

See also:

• Forms and letters in PIP and WIP – Practice Stream
• Associated documents and comments for PIP and WIP – Practice Stream
• Work Optimiser for staff

• PIP Online, and/or
• WIP – Practice Stream Online

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

• Practice ID
• New Practice name
• Full practice address
• Signature of a practice owner

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

Search for the practice in PIP Online or WIP - Practice Stream Online. See Table 3, Step 2 for details.

Do the details match the details on the notification?

• Yes, go to Step 3
• No, go to Step 6

Note: a minor address variance may be accepted.

On the Practice Summary screen, check the Status.

Is the practice Approved?

• Yes, go to Step 4
• No, go to Step 6

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

Has the request been signed by an owner of the practice? See Table 3, Step 3

Is the notification acceptable?

• Yes, go to Step 5
• No, go to Step 6

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. Procedure ends here.

Note: if the practice is registered for WIP – Practice Stream but is not PIP consenting, follow the same steps in WIP – Practice Stream Online.

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 notification 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, change the practice ID to '000000'

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

• PIP Online, and/or
• WIP – Practice Stream Online

Assess the details provided by the practice. The details 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

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

Search for the practice in PIP Online or WIP - Practice Stream Online. See Table 3, Step 2 for details.

Do the details match the details on the notification?

• Yes, go to Step 3
• No, go to Step 6

Note: an address variance may be accepted.

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 6

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

Check if the request is signed by an owner of the practice, see Table 3, Step 3 for details.

Is the notification acceptable?

• Yes, go to Step 5
• No, go to Step 6

• 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.

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 notification 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, change the practice ID to '000000'

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

• PIP Online, and/or
• WIP – Practice Stream Online

Search for the practice in PIP Online or WIP - Practice Stream Online. See Table 3, Step 2 for details.

Do the details match the details on the notification?

• Yes, go to Step 3
• No, tell the caller the Practice ID is not correct

Note: if the caller does not have the correct practice ID but can provide other details to correctly identify the practice, proceed with the call.

To check the registered authorised contact persons, see Table 3, Step 3.

Is the caller an authorised contact or owner?

• Yes, go to Step 4
• No, tell the caller about registering as an authorised contact person. See Table 1 for more details

• Go to Provider Digital Access (PRODA) Search
• Key the caller’s RA number
• Use the details on this screen to perform a security check. Confirm the caller’s:
• Full name
• Date of birth
• Email address or phone number
• Any other details necessary to confirm identity

If the caller does not pass the identity check tell them the call cannot proceed as their identity is not confirmed.

• Go to PIP Online and/or WIP – Practice Stream Online:
• select Practice staff system access from the main menu
• To add a RA number:
• key the RA number next to the staff members name
• select Grant access
• To amend an RA number
• select Remove access to delete the incorrect number
• key the correct RA number
• select Grant access

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

• Yes, go to Step 2
• No, go to Step 3

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

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

Procedure ends here.

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.

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

• Contact LPS for help
• Tell the caller of the advice from LPS

See also Tier 0 technical support - self-sufficiency.