Digital health and aged care channels upgrade to web services 133-21042119

If the call is about:

• an email telling them that they can no longer use Medicare Online to submit claims and data, go to Step 2
• linking a service to their organisation PRODA account, go to Step 3
• registering, activating or managing a Business to Business (B2B) device, go to Step 5
• web service enquiries, go to Step 6
• using other claiming channels, go to Step 7
• escalating a PRODA issue, go to Step 8
• finding a software developer, go to Step 9

Tell the caller that they need to speak to their software developer.

If the caller:

• does not have a software developer, go to Step 9
• does not want to speak to a software developer, go to Step 6
• asks about other claiming channels, go to Step 7

Ask the caller if they have their Minor ID.

• Yes, go to Step 4
• No, ask the caller to search for HW027 on Services Australia website and complete the form to register their Minor ID
• They will need to call back when their minor ID has been registered
• Procedure ends here

Select the relevant link and help the caller through the process:

• Medicare Online (including ECLIPSE, DVA and AIR):
• see Adding and linking to Medicare Online in PRODA (including ECLIPSE, DVA and AIR)
• PBS Online:
• see Adding and linking to PBS Online in PRODA
• HPOS for PBS:
• see Adding and linking to HPOS for PBS
• HPOS for AIR:
• see Adding and linking to HPOS for AIR
• HPOS for Patient Verification (PV):
• see Adding and linking to HPOS for Patient Verification
• Aged Care web services:
• see Setting up your web services software

To help a caller register, activate or manage Business to Business (B2B) devices in Provider Digital Access (PRODA), see Managing B2B Devices.

Procedure ends here.

If the caller has spoken to their software developer and are still concerned:

• complete the Business Continuity Web Services Escalation Form for 'Healthcare locations'
• escalate the call to eBusiness Service Centre (option 3)

Procedure ends here.

If the caller asks about other claiming channels, tell them to search for Online options for health professionals on Services Australia website.

They can:

• use HPOS to submit claims, or
• ask their patients to submit their own claims through:
• Medicare in myGov, or
• the Express Plus Medicare mobile app

Procedure ends here.

If the call is about escalating a PRODA linking issue, see Escalating organisation Provider Linking System incidents, complaints and feedback.

If the caller wants to find a software developer, tell them to search for How to find a software developer on Services Australia website.

The page has a list of developers for Medicare Online and ECLIPSE.

If a software developer has concerns about the transition to web services:

• complete the Business Continuity Web Services Escalation Form
• select 'Software developer' as the caller

If the caller says their health professional has asked them to lodge their own claim through Medicare, see Claiming Medicare benefits online.

eBusiness Service Centre:

• completes the Business Continuity Web Services Escalation Form
• selects 'Healthcare location' as the caller

Refer enquiries about National Authentication System for Health (NASH) PKI certificates to Australian Digital Health Agency.

Developer Liaison and Online Technical Support:

• completes the Business Continuity Web Services Escalation Form
• selects 'Software developer' as the caller