Email triage for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-20052734

Email triage is the process of assessing each new message and deciding what action to take.

It includes managing the volume of emails through the external email boxes and the HPOS Mail Centres.

Personal, sensitive, or confidential information must not be sent using an unsecured email channel. When replying to emails containing such information, remove the original email and/or sensitive information from the email trail.

HPOS Mail Centre is a secure electronic messaging system only accessible by HPOS account holders and people they nominate. Incentives customers should be encouraged to use HPOS messaging rather than unsecured email channels.

Only an owner or authorised contact person registered with PIP/WIP – Practice Stream can request practice specific details. The RA number identifies the sender.

The HPOS Mail Centre shows:

• incoming mail to action
• archived mail
• the latest message in the mail thread

The HPOS Mail Centres are:

• PIP: PIP Mail Centre
• WIP – Practice Stream: WIP – Practice Stream Mail Centre

See HPOS Support Mail Centre – managing emails from health professionals for more information.

A customer can send an email to the external email boxes to communicate electronically.

The Resources pages contains a list of the external email boxes.

Service Officers trained in email triage will be allocated email triage duties in their schedules.

Service Officers are responsible for:

• responding immediately where a template response is available
• forwarding work items to KOFAX
• forwarding to individual staff members
• forwarding to other programs
• filing to appropriate folders once complete
• deleting non work-related emails
• escalating to the Local Peer Support (LPS) via LPS email box for advice/determinations
• triage HPOS Mail Centre

The owner of an email box grants the access. See your Team Leader for more information.

Common enquiries include:

• Submission of forms
• Payment enquiries
• General enquiries about the Incentive programs
• HPOS enquiries, RA number updates and notifications
• Duplicate payment advice requests
• WIP – Practice Stream health professional detail amendments

Staff must select the correct security classification for emails. Classification options are:

• Official: for work-related information that may be released to the public, or where compromise of the information would result in no or insignificant damage
• Official: Sensitive: email content requiring Official: Sensitive classification should only be sent via the HPOS mail centre
• Unofficial: for personal, non work- related information or unless otherwise instructed

Staff must select the highest security classification that applies to both the email and any attachments.

Emails containing sensitive and/or private information must not be sent via unsecured email channels. HPOS mail must be used for emails containing private, sensitive and/or confidential information.

See Security Markings for more information on email classification.

These have standard responses to common enquiries. They make sure messaging is consistent to all customers.

Service delivery staff must not change the template wording unless instructed by Local Peer Support (LPS), an Incentives Program Officer or Program Management.

The Resources page has a list of template responses.

HPOS notifications occur when a practice makes updates to their practice profile through HPOS or sends messages via the HPOS Mail Centre.

PIP NO REPLY – HPOS Practice Updates

This is a automatic system-generated letter and is sent when a practice uses HPOS to:

• update a relocation
• notify a change of practice ownership

PIP NO REPLY – HPOS Mail Centre Alerts

This is when a new message is received from a HPOS user in the HPOS Mail Centre. An email is generated in the Incentive Programs Delivery (IPD) PIP team's email box.

See Online services for PIP and WIP – Practice Stream for more information about practice updates via HPOS.

The Resources page has information about PIP no reply emails.

Email communication may be received from a variety of sources.

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for information on who are Incentives customers..

Staff must only give practice or provider details to a person authorised to obtain it.

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for information about who can access practice or provider details.

Customers may submit feedback to the agency via email. Feedback includes:

• complaints
• compliments, and
• suggestions

See Managing complaints and feedback for more details.

Requests for a review of decision may be received via email with or without a Practice Incentives Review of Decision form (IP027).

All review of decision requests must be escalated to Program Management.

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more details.