Customer enquiries about newborn child enrolments in Medicare 011-19042332

• Ask the customer how they lodged their enrolment, for instance using Centrelink online accounts Medicare Newborn Manual Enrolments (MAENROL), Medicare online accounts, via post etc
• If submitted via
• Centrelink online accounts MAENROL, ask the customer to provide their Medicare card number and CRN
• Medicare online accounts or any other method, ask the customer to provide their Medicare card number only
• Perform security checks
• Clarify the relationship between the customer and the newborn to be enrolled
  Note: information cannot be given to any person other than the birth mother or legal guardian
• If lodged via:
• Centrelink online accounts or Centrelink express plus as part of the MAENROL process, go to Step 3
• Medicare online accounts or any other method, for example via post, go to Step 2
• If the customer lodged their enrolment through participation in the Newborn Enrolment Trial at an approved hospital, go to Newborn Enrolment Trial – Birth of a Child Pilot

• Search for and try to identify the newborn enrolment in the Consumer Directory Maintenance System (CDMS)
• Select Inquire on Consumer Details
• Check the Medicare card number provided for the newborn. If the newborn is not enrolled on the card, search CDMS using only the last name, date of birth (DOB) and ALL for gender in the initial search
• See Register a customer for Medicare in the Consumer Directory Maintenance System (CDMS) for assistance

If submitted through Medicare online accounts and over 14 business days and considered urgent, if:

• skill tagged, see Process newborn child enrolments (MOA) from CDMS Provisional Registration screen table for more information about processing digital newborn enrolments
• not skill tagged to access the Provisional Registration screen via CDMS and the Processing and National Demand Allocation (PaNDA – Medicare Eligibility, Digital Enrolment work type), ask the customer if they have the required documents with them. If:
• Yes, follow the instructions in Lodgement of newborn child enrolment in Medicare at service centre
• No, contact Medicare and Aged Care LPS, if the LPS line is busy or the call wait time is considered too long, complete the LPS Referral web form located on the Resources page. In the Enquiry details section, select Medicare Eligibility as the Business Line

Is the newborn enrolment identified on CDMS?

• Yes, investigate further to identify why the child is on another Medicare card, see Copy or transfer a person or child to another Medicare card
• No, go to Step 4

• Seek authorisation from the customer to access their CRN to confirm if the Newborn Child Declaration (FA081) form and/or online claim for family assistance has been lodged

Note: the customer must authorise access to their Centrelink record to confirm receipt of the FA081 as confirmation of proof of birth for the Medicare enrolment, Medicare Safety Net and My Health Record opt-out preference.

If only the Proof of Birth page (last page) has been lodged, the customer must also have lodged an online claim for family assistance or used the Add Newborn Child Service via the Express Plus Centrelink mobile app.

Go to Step 4.

If the enrolment is not identified and the Newborn Child Declaration (FA081) form is not present on the Centrelink record, advise the customer that the following information must be provided to complete the enrolment, Medicare Safety Net registration and My Health Record opt-out preference:

• FA081 completed in full. Note: encourage all applicants to lodge the FA081 electronically, or
• A completed Medicare Enrolment Application (MS004) form and Aboriginal and Torres Strait Islander Medicare enrolment and amendment form (MS018) with acceptable proof of birth. See Resources page for a link to the form and a list of acceptable proof of birth documents
• If the applicant is only enrolling their newborn in Medicare, they can submit their enrolment using Medicare online accounts, see Medicare online accounts in Newborn child enrolments in Medicare

• Ask the customer how they lodged their enrolment, for instance using Centrelink online account Medicare Newborn Manual Enrolments (MAENROL), Medicare online accounts, via post etc
• If submitted via:
• Centrelink online accounts MAENROL, ask the customer to provide their Medicare card number and CRN
• Medicare online accounts or any other method, ask the customer to provide their Medicare card number only
• clarify the relationship between the caller and the newborn to be enrolled
• If lodged via:
• Centrelink online accounts or Centrelink express plus as part of the MAENROL process, go to Step 3
• Medicare online accounts or any other method, for example via post, go to Step 2
• If the customer lodged their enrolment through participation in the Newborn Enrolment Trial at an approved hospital, go to Newborn Enrolment Trial - Birth of a Child Pilot

If enrolment was submitted:

• through Medicare online accounts, see Table 1 in Processing newborn child enrolments in Medicare
• if the Service Officer is not skill tagged to access the Provisional Registration screen via CDMS/Processing and National Demand Allocation (PaNDA) eligibility digital enrolments, contact Medicare and Aged Care - Local Peer Support (LPS)
• via post or fax, search for and try to identify the newborn enrolment in the Consumer Directory Maintenance System (CDMS):
• select Inquire on Consumer Details
• check the Medicare card number provided for the newborn. If the newborn is not enrolled on the card, search CDMS using only the last name, date of birth (DOB) and ALL for gender in the initial search to determine if the child has been enrolled on another Medicare card
  See Register a customer for Medicare in the Consumer Directory Maintenance System (CDMS)

Is the newborn enrolment identified on CDMS?

• Yes, investigate further to identify why the child is on another Medicare card. Contact Medicare and Aged Care - LPS for assistance
• No, go to Step 5

The customer must authorise access to their Centrelink record to confirm receipt of the FA081 as confirmation of proof of birth for the Medicare enrolment, Medicare Safety Net and My Health Record opt-out preference.

• Search Customer First using the CRN supplied, see Accessing and personalising Customer First
• Key the CRN in the CRN:BP field
• Key ‘DL' in Next field to view all DOCuments available
• The following DOCuments are required:
• FA081 and/or
• Medicare Enrolment Online Claim (OLC)

Has the Document been lodged and customer requires the newborn to be enrolled?

• Yes, enrol the Newborn immediately in Medicare, Medicare Safety Net
• No, advise the caller the Newborn Child Declaration (FA081) form will be queued in order of receipt as per normal protocols and procedure

If FA081 form DOC is on the Document List (DL):

• Go to Document Tools (on the side menu bar)
• Locate the FA081 scanned image
• Select View link to display the image

If Medicare enrolment online claim (OLC) doc is not present and customer advises other Centrelink claim docs have been submitted (PPL/FTB). With customer permission review online claim in Customer First, see Process MAENROL documents table.

Go to Step 5.

If FA081 form document is lost or misplaced:

• The customer can upload a birth certificate

Note: the birth certificate must have a stamp, signature and date stating this is a ‘Certified true copy of the original’ by a person qualified to witness. A copy of the original document uploaded without being certified is not accepted.

Go to Step 4.

To locate a customer’s enrolment documents lodged using Medicare online accounts:

• Open PaNDA
• Select PaNDA Search
• Select Medicare Eligibility in the Program dropdown menu
• Select Digital Enrolment in the Work Type dropdown menu
• Enter the customer’s Medicare card number in the Medicare Number field
• Select Search

If the customer’s documents:

• cannot be located in a PaNDA work item, go to Step 5
• can be located in a PaNDA work item, see Process Newborn child enrolment from CDMS Provisional Registration screen table

If the enrolment:

• needs to be amended, go to Step 7
• is not identified and the FA081 is not present on the Centrelink record or there are no details in the Process Digital Newborn Enrolment CDMS screen, go to Step 6

Advise the caller that to complete the enrolment, Medicare Safety Net registration and My Health Record opt-out preference the following information must be provided:

• FA081 completed in full. Note: encourage all applicants to lodge the FA081 electronically, or
• A completed Medicare Enrolment Application (MS004) form and Aboriginal and Torres Strait Islander Medicare enrolment and amendment form (MS018) with acceptable proof of birth. See Resources page for a link to the form and a list of acceptable proof of birth documents
• If the applicant is only enrolling their newborn in Medicare, they can submit their enrolment using Medicare online accounts, see Medicare online accounts in Newborn child enrolments in Medicare

Procedure ends here.

Action the enrolment in CDMS, see Amend a person’s Medicare enrolment details.