Processing Essential Medical Equipment Payment (EMEP) claims 008-01040030
This document explains how to process EMEP claims. EMEP claims are processed in Process Direct.
For Essential Medical Equipment Payment (EMEP) Processing Service Officers only.
On this page:
Review claim and complete pre-processing checks
Assess EMEP claim in Process Direct
Process and finalise EMEP claim
Review claim and complete pre-processing checks
Table 1
Step |
Action |
1 |
Pre-processing checks + Read more ... Processing EMEP claims can occur for the following circumstances:
If a formal review of the decision to Reject EMEP is undertaken, and the decision is changed and details cannot be updated to pay EMEP, the EMEP Override (MEOV) screen can be coded within an EMEP claim to pay EMEP. See Table 3 > Step 2. Has the customer lodged a Medical Practitioners - Essential Medical Equipment Payment - Medical Confirmation (SA449) form and no claim exists?
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2 |
SA449 Medical confirmation form lodged + Read more ... Medical Report forms are not accepted as a claim for EMEP. If the equipment user or carer lodges a Medical Practitioners - Essential Medical Equipment Payment - Medical confirmation form (SA449) without a claim, Service Officers must make one attempt to contact the claimant to discuss claiming options and tell them to submit a claim. If contact is successful:
If contact is unsuccessful:
Procedure ends here. |
3 |
Allocation or manual search for claim + Read more ... Workload Management allocates EMEP work items to suitably skilled Service Officers. If a manual search with a Customer Reference Number (CRN) or Claim ID is needed, in Process Direct:
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4 |
Review claim + Read more ...
Claims created as a Social Online Application (SOA) shell will not contain claim details or uploaded data. Details need to be manually updated from the original claim, for example, paper claim. If no SOA shell exists, create a SOA shell from the Process Direct landing page. See Indexing, re-indexing, and cancelling claim activities. For help with coding, see Process Direct navigation, common screens and functions. |
5 |
Confirm concession entitlement + Read more ... Check the equipment user or carer is currently listed on a Qualifying concession card by checking the Benefit Status. Is the equipment user or carer concessional?
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6 |
Review record + Read more ... Check if EMEP is current using the Medical equipment explanation summary (MEPSUM). Is EMEP current?
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7 |
Current EMEP + Read more ... Review current EMEP details:
Where the customer has a change in circumstances, a new claim may not be required. For more information, see Change of circumstances for Essential Medical Equipment Payment (EMEP). Is there a change in circumstances and a new claim is not required?
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8 |
Duplicate claims + Read more ... Where the EMEP is already current:
Claim submitted in the same financial year:
Claim submitted in a new financial year within 12 months after the previous EMEP, and lodged after end of the financial year in which it was paid:
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9 |
Contact the customer + Read more ... Contact the customer to explain:
If contact is:
Procedure ends here. |
10 |
Documents + Read more ... Check the claim to make sure all required documents have been provided. If the customer has uploaded a SA440, check that the customer’s declaration (Q45) has been signed. Has the customer provided all relevant requested documentation and information required for their claim, and are the relevant forms complete?
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11 |
Request further information or documentation + Read more ... Contact the customer. If contact is successful, tell the customer:
If contact is unsuccessful: For both paper and online claims, request the information or medical evidence from the customer (and equipment user if required). This allows the claim to be finalised. If an incomplete paper claim is received, see Claims received that are incomplete or incorrect. If the Status of the claim has not automatically updated to On Hold:
Note: if medical evidence is provided within 13 weeks of claim rejection date, the original claim can be re indexed and reassessed. |
Assess EMEP claim in Process Direct
Table 2
Step |
Action |
1 |
Check if the EMEP claim is for a Carer claim + Read more ... Where the customer is a carer, provisional care receiver details from the claim will show along with care receiver(s) currently linked to the customer’s record. In Process Direct go to Links Summary (LS) screen will show a Provisional line with the Care receiver details. Note: for paper claims, a new line will need to be added to the Links Summary (LS) screen before selecting Process. Is the claim for a Carer?
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2 |
Processing claim in Process Direct + Read more ... Select Process (bottom right of the claim) to start coding and assess the claim. Do not start coding before selecting Process. The Errors (SWE) screen will show. Before coding any screens:
Message Log This section will show any errors with existing coding. These must be fixed before the claim can be assessed. For help, see Using Digital Assistant Roxy in Process Direct. Task Selector/s The Task Selector lists common workflows and screens that can be used during an assessment of a claim. Individual screens or Select all tasks can be selected. From the Task Selector,
Customer Detail Task Selector (CDTS) will present. Check all relevant screens to compare historical details with the claim details:
Note: screens can also be accessed directly through the Super Key. |
3 |
Check and update selected tasks + Read more ... Update the flagged/selected tasks where applicable:
Proof of Identity (POI) On the Proof of Identity Details (POI) screen - check the customer has a confirmed identity status. If the customer’s identity is Not Confirmed, see Table 4 in Alterative Identity. Select Next. |
4 |
Review the Medical Equipment Claim Details task selector (METS) + Read more ... Check the relevant METS screens to determine if any updates are required:
Note: if the equipment user does not contribute to the payment of the energy account used to run the essential medical equipment and/or medically required heating/cooling used at the residence, update the MECD screen using the account type CLC-Claimant contributes to payment of account. This is required to manually reject the claim. See Essential Medical Equipment Payment (EMEP) for energy account requirements. |
5 |
Equipment user claims + Read more ... The Medical Equipment User Details (MEUD) screen prepopulates the claim detail information. Check the Medical Equipment and Medical Conditions match the claim details, make any updates as required. If the claim is for a carer, Service Officers must switch into the equipment user record:
In the equipment users record:
If updates are required for the Medical Equipment:
If the coding on the MEUD screen was completed on the equipment user record due to a carer claim, select show / hide relations to go back to the customer’s record. Note: if the same piece of equipment is listed on the MEUD screen an error message will present ‘You attempted to create a new record, but no changes made’. Service Officers must delete the Provisional entry added on the MEUD screen. If updates are required for the Medical Conditions:
Note: if Medically required heating and cooling is the only item being claimed, an error message may appear on the MEUD screen. Service Officers must remove any details from the Medical Equipment User Details. Update the Medical Conditions if no details are present. |
6 |
Review the Medical Equipment Energy Proof (MEEP) + Read more ... If proof of energy account has been provided select Medical Equipment Energy Proof (MEEP)
The Medical Equipment User Qualification (MEMQ) screen - see Change of circumstances for Essential Medical Equipment Payment (EMEP) for instructions on when to code this screen. The Medical Equipment Payment Explanation Summary (MEPSUM) will show the EMEP Payment explanation summary. See Table 3. |
Process and finalise EMEP claim
Table 3
Step |
Action |
1 |
Determining Outcome + Read more ... Once the provisional data has been checked and confirmed:
Is the correct outcome shown?
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2 |
Correcting EMEP claim outcome + Read more ... Take the appropriate action to correct EMEP outcome. If a formal review of the decision to reject EMEP is set aside and details cannot be updated to grant EMEP, an override will be required. Within the claim activity. Service Officers must escalate to a Service Support Officer (SSO) for the following steps to be completed. See, Tier 2 technical support - Service Support Officer (SSO).
If the claim is to be manually rejected on the BA screen:
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3 |
Finalise claim + Read more ... Once the claim is assessing correctly, if the customer is not qualified or payable for EMEP:
For all claims (both Grant and Reject):
Note: If the claimant has died since lodging the claim a manual grant or rejection letter must be issued. For the letter template, see People with disability to send the appropriate advice. |