Classifying work for Medicare in Kofax 111-19040126
Expand allSuspension reasons
Table 1
Suspension reason | Description |
46E | Any 46E(2) Health Insurance Act 1973 forms. |
AUTOREPLY | An automatic reply email received. Examples include:
|
AVO | Any Apprehended Violence Order (AVO) received are to be suspended and not sent to Medicare enrolment and eligibility. |
BATCHISSUE |
Classification Support Officer to escalate BATCH ISSUE to the Scanning and Digitisation team for reporting to IT as batch will need to be resubmitted. |
BLANKFORM | Form received without attachments that is entirely blank. A form is not blank if it contains just a signature or typed text in some fields. |
CENTRELINK | Any Centrelink form incorrectly faxed/emailed/scanned to the Medicare program or Advice of Death only, for example SA116a. Medicare death notifications that do require a Medicare claim or processing action are to be classified. Any Centrelink emails received through the MES mailbox should be deleted from KOFAX. Customers receive an autoreply from this mailbox that instructs of only 4 types of Medicare work are addressed through this mailbox. Therefore, deletion of this work can occur. |
CHEQUE | Any document containing cheque(s) that are not a Medicare RTS document are to be actioned by Processing and National Demand Allocation (PaNDA) staff using the image alone. Classification Support Officer will send to system folder. (Non RBA cheques need a PaNDA rescan request to have the cheque and the document forwarded to Debt Recovery/treasury) |
COMPENSATION | Medicare Compensation Recovery Notice of judgement or settlement (MO022). Any other forms for compensation. |
COMPLAINT | Any complaint or feedback letters that do not require a claim or processing action. |
COMPLIMENT | Any compliment letters that do not require a claim or processing action. |
DEATH/DECEASED | Any death notification forms or letters that do not require a claim or processing action. The agency's Advice of death (SA116a, SA116b and SA116) action these according to the reference number provided. If it is,
|
ERROR |
|
FOREIGN | Unreadable content. Data is not in English. These are usually junk mail. |
LHC | Lifetime Health Cover letters and enquiries Note: delete any LHC letters or enquiries received through a positional mailbox. Only LHC mail received via post are classified as Medicare Eligibility - Enrolment. |
MYGOV | Emails requesting assistance or advising of issues with MyGov or requesting a linking code. |
NOATTACHMENTS | Document does not contain useable content to identify program and/or refers to attachments that have been stripped out. |
NODATA | Document does not contain any useable content to identify the program and/or sender for classification. |
NONMEDICARE | Private Health fund application instead of Medicare Claim application. |
NonRBA CHEQUE | Any non Reserve Bank of Australia (RBA) cheques. Non RBA cheques will require a rescan request to have the cheque and the document forwarded to Debt Recover/treasury. Cheques that are not RTS, suspend but send to system, as these can be actioned on the image alone. |
NOTONBLUEPRINT | Cannot find corresponding images of forms or letters on this blueprint file. May not be for Medicare due to incorrect addressing. Image examples of content varies, look for similar titles as may be a previous print version. |
OUTOFSCOPE | Examples include:
Cheques that are not return to sender can be actioned on the image alone, send to system folder. Non RBA cheques require a rescan request to have the cheque and the document forwarded to Debt Recovery/treasury. |
PROGRAM? | Check if document has been over split.
|
QUARANTINED | Firewall notification. The Services Australia firewall has determined the item is suspect. The word 'quarantine' is included in the Subject: line of the email. |
QUOTAEXCEEDED | Firewall notification. The Services Australia firewall has prevented delivery of the latest mail item as excessive items from same source have been received. |
RECALL | Recall email request for previous email. |
RESCAN | Document is unable to be classified due to poor scanning and requires a *Rescan Request. Classification Support Officers are to always try to classify any poor image document in Kofax. Processing and National Demand Allocation (PaNDA) Processing staff will then decide if a Rescan Request is required after classification. Classification Support Officers will only send a Rescan request when Decipha scan prevents classification at all, for example back page only scanned, or fold is hiding required classification data. |
SCRIPT | Pharmaceutical Benefits Scheme (PBS) medication script without pharmacy sticker (does not include scripts for Oxygen bottles resupply). |
SPAM/JUNK | Unsolicited mail. Some examples include:
|
SUBPOENA | Any requests or letters that include 'subpoena'. |
UNREADABLE | Image quality is so poor it is unreadable, preventing classification, for example poor fax or print quality. |
UNSURE | Service Officer is unsure if document needs classification, or unsure of program, and has not found an Operational Blueprint reference to aid in classification. Classification Support Officer will provide feedback to the Service Officer. |
WEEKLY CUSTOMER FEEDBACK DASHBOARD EMAILS | This is a Services Australia report that needs to be suspended for deletion. |
List of MED1,2,3,4 buckets with Programs and Work Types
Table 2