Processing newborn child enrolments in Medicare 011-19042338

Service Officers without a FDV skill tag must contact Local Support Peer (LPS) for advice if an application to enrol a newborn indicates FDV.

Services Officers must not provide a timeframe as these cases are sensitive and can be complex in nature.

Services Officers must:

• apply a sensitive indicator to the applicant’s CDMS (if one is not already applied). See Table 6 in Sensitive Information Indicators in the CDMS
• check the Medicare Safety Net. Go to Step 2
• contact LPS for advice

LPS must email Health Service Delivery Division for advice.

When the applicant is on the phone or in a service centre, Service Officers must check the Medicare Safety Net registration with the applicant and make any required updates. This may include:

• removing the person from an existing Medicare Safety Net family registration
• creating a new Medicare Safety Net family registration. When a new Medicare Safety Net family registration is requested, Service Officers must ask the applicant to provide all member names and date of births before the members are added to the registration.

Note: Service Officers must not remove dependants from an existing MSN family registration or end an existing family registration. The Medicare Consumers Policy team makes this decision.

Check the partner details on:

• Digital newborn enrolments
• FA081 - question 11
• Birth certificate
• MS004 - question 94

Is the partner different to the one recorded on the existing Medicare record?

• Yes, see Errors and exceptions with newborn child enrolments in Medicare - Newborn enrolment applicant still on Medicare card with ex-partner table
• No, go to Step 2

• Select Process Digital Newborn Enrolment on the CDMS Home page
• The Provisional Enrolment Search screen will show
• Key Medicare card number from the PaNDA work item details in the ID Number field
• Medicare Card Number defaults to the ID Number Type
• Select Search

Note: staff may need to remove the last digit of the copied Medicare Number as PaNDA retains the applicant's IRN.

A provisional record search can also be completed using the Application ID or Provisional ID of the enrolment application and/or the customer's Consumer ID.

Any newborn enrolments submitted appear in the Application History table.

• Select the required enrolment radio button
• Select Select
• The Manage Provisional Enrolment Details screen will show

In PaNDA, multiple births are delivered as bundled work items. Process the Work Items in the order listed on the Newborn Child Declaration (FA081).

Review the following information:

• An Information Message appears if there are any potential issues relating to the consumer. These messages will show in red
• Application Summary shows the Consumer who submitted the application for newborn child/children
• Provisional Consumers shows the newborn/s to be enrolled
• a newborn can be selected using the radio button on the left of the table
• if multiple newborns were enrolled, they each have a unique Provisional ID. The Birth Order matches the order the applicant enrolled online. If the documents and/or any advice from customer suggest that this is wrong, process the enrolment manually, go to Step 8
• If a consumer ID is recorded, search for it in Inquire on the Consumer screen and check for any Australian Immunisation Register (AIR) record creation/activity. If any records exist process the enrolment manually, go to Step 8.
  See Individual registrations in the Australian Immunisation Register (AIR) for more details or contact a Medicare and Aged Care - Local Peer Support (LPS) for advice
• Additional enrolment information appears below in the following tabs. Potential eligibility or processing issue will present a warning message under Potential issues. The message will prompt the Service Officer to investigate the issue following business as usual processes before enrolling the child
• Application Details tab shows the applicant's responses to Medicare Safety Net, My Health Record and Duplicate Card request questions, their relationship and entitlement details and details for potential additional cardholders that they have elected
• Applicant Details tab shows the applicant's Consumer ID, Consumer Restrictions, name, gender, date of birth and address
• Group Member Details shows the applicant's name, gender, date of birth, entitlement type (Etm Type) and entitlement start date. See Complex eligibility and entitlement type of newborn child enrolments in Medicare for information about Medicare entitlement
• If applicable, the date of death, consumer end date and entitlement end date also show
• Medicare online accounts request:
• proof of birth documents such as a birth certificate, or
• a copy of adoption, guardianship, surrogacy or parental relationship
• If the applicant has submitted all 4 pages of the Newborn Declaration (FA081) form, double check the address recorded in CDMS is up-to-date. If it does not match and the address recorded in the form is new, update the address accordingly. If unsure, attempt to contact the customer to confirm their address or contact a Tier 1 technical support - Local Peer Support (LPS) for support
• Provisional details tab shows applicant's response to newborn's name, date of birth, gender, birth order (if applicable), descent status (if provided) and card name. The information in this tab can be edited. If there is a discrepancy between information shown and details on the FA081, contact the applicant to confirm correct details
  Note: if the newborn has a long name, the card name will be truncated to fit on the Medicare card or the baby on own card checkbox will be selected if the parent has requested this
• Documents tab shows the applicant's relationship to the newborn/s and their entitlement. It also shows the submission date of document, document type submitted and document type to be recorded:
• Confirm that the Document Type to be Recorded is accurate
• Key the number or text of the document in Reference Text (for example, newborn child declaration form serial number located on back page, or registration number from birth certificate)
• If required, key the Reference Date
• Select the checkbox to the left of the Submission Date field
• FAO81 Visually check the uploaded document to make sure it is genuine and there are no signs of tampering or forgery. If there are any of these types of concerns with the document do not discuss the application with the applicant or customer representative. Contact LPS for support. Leave the enrolment status as Open and do not continue with the application
• Birth Certificate - see Table 10 for verifying identity document in the Medicare Document Verification Service (DVS) Portal
• Match Details shows any duplicate provisional consumer or consumer data matches
• Provisional Consumer Data Match shows any unprocessed newborn applications whose details match with the selected application. Select the Provisional ID hyperlink to go to this enrolment
• Consumer Data Match shows any existing consumer records whose details match with the selected application
• Comments shows any comments relating to the enrolment. To add a new comment, key comment in Text field and select Validate
  These comments recorded do not transfer to the Comments field in the consumer's CDMS record. Add comments to the CDMS personal record
• Application Processing tab shows a summary of the enrolment
• Status and Reason for rejection field shows the current status of the application, with an editable Status dropdown menu, Status options include Accept, Open and Reject, Reason for Rejection dropdown menu (if applicable) and an Automatic Enrolment checkbox
• If the Status is set to Reject, reasons for rejection include document issue, signature issue, duplicate registration and other issue
• Select relevant checkbox/es about the Card and Decisions for Medicare Safety Net and My Health Record questions

Once all details have been provided and checked, do not select the Validate button. This is done when deciding the application processing outcome.

• Select Application Processing tab
• Resolve any potential issues before proceeding. For a full list of each issue, see Potential issues codes table
• Make a decision on the application, select Accept or Reject from the Status dropdown menu
• If no decision can be made, pend the work item in PaNDA and in the Application Processing tab in CDMS, leave the Status dropdown menu as Open
• If application is:
• accepted, go to Step 6
• rejected, go to Step 9
• pended, resolve outstanding issue and then repeat Step 4

Status set to ACCEPT.

Make sure all checkboxes for the Card and Decisions headings are correct.

Card heading

• Primary checkbox and field shows the Medicare card number that the newborn will be enrolled with
• Duplicate checklist is selected if applicant has requested a duplicate copy of their Medicare card
• Additional checkbox and field shows the Medicare card number of an additional cardholder, as requested by the applicant
  Contact with additional cardholder is required to ensure they consent to have the newborn added to their card. For contact details of additional cardholder, go to the Application Details tab
• If the additional cardholder does confirm consent to have their newborn added to their card, leave a note in the Comments tab, 'Additional cardholder contacted, permission granted to add newborn to card'
• If the additional cardholder does not confirm consent, de-select Additional checkbox and continue with enrolment process. Leave a detailed note in the Comments tab
• If contact with additional cardholder is unsuccessful, de-select Additional checkbox. Leave a detailed note in the Comments tab. The newborn can be added to another card after the enrolment is complete through copy/transfer process
• If a Medicare card number was not provided, attempt to contact the applicant to confirm it. If contact with applicant is unsuccessful, de-select Additional checkbox. Leave a detailed note in the Comments tab. The newborn can be added to another card after the enrolment is complete through copy/transfer process
• Baby's Own Card checkbox is selected if the newborn is to be enrolled on their own Medicare card

Decisions heading

• Medicare Safety Net checkbox is selected if the applicant has requested the newborn be added to an existing Medicare Safety Net or be added to a newly created Medicare Safety Net. Check details of the applicant's Medicare Safety Net, along with existing family members, in Inquire on Consumer screen in CDMS
  Note: if the newborn's date of birth in a calendar year is before the Date Submitted, the system will not automatically add the newborn to the previous year's Medicare Safety Net. If newborn is enrolled using automatic process (go to Step 7). Make sure that newborn is added to previous year's Medicare Safety Net after the enrolment is complete, see Family registration and confirmation for Medicare Safety Net for support
• Opt-out of My Health Record: if the checkbox is:
• selected, the newborn will not receive a My Health Record
• not selected, they will receive a My Health Record

Automatic enrolment streamlines the creation of a new consumer record without any re-keying of the information contained within. Make sure that all of the enrolment information is correct.

If the enrolment.

• can be processed automatically with no further action, go to Step 7
• requires further manual intervention to process, go to Step 8

Leave the Automatic Enrolment checkbox selected then select Validate.

If the documents have not been validated in Documents tab, Service Officers are directed back before being able to proceed. Select the radio button beside each document/s and enter the required reference text.

The Confirm Provisional Enrolment Details screen appears. Make sure all the details are correct before proceeding:

• Select Update to create a new consumer, or
• Select Change to return back to make more changes

The Manage Provisional Enrolment Details screen returns with the following changes:

• In the Provisional Consumers table, a new Consumer ID will show for the newborn
• Only the Applicant Details, Provisional Details and Comments tabs show

If enrolling:

• a single newborn, the procedure ends here
• multiple newborns, return to Process Digital Newborn Enrolment screen, search for enrolment and select the second newborn using the radio button in the Provisional Consumer table
  Note: if the Additional card checkbox was selected, the newborn will be automatically added to the additional cardholders Medicare card

• Uncheck the Automatic Enrolment checkbox and select Validate
• The Confirm Provisional Enrolment Details – Manual Enrolment screen appears. Make sure all the details are correct before proceeding

Card table

• Primary checkbox and field shows the Medicare card number that the newborn will be enrolled with
• Duplicate checkbox is selected if applicant has requested a duplicate copy of their Medicare card
• Additional checkbox and field shows the Medicare card number of an additional cardholder, as requested by the applicant. Contact with additional cardholder is required to make sure they consent to have the newborn added to their card. For contact details of additional cardholder, go to the Application Details tab
• Baby's Own Card checkbox is selected if the newborn is to be enrolled on their own Medicare card

Decisions table

• Medicare Safety Net checkbox is selected if the applicant has requested the newborn be added to an existing Medicare Safety Net or be added to a newly created Medicare Safety Net. Check details of the applicant's Medicare Safety Net in Inquire on Consumer screen in CDMS
• Opt-out of My Health Record. If applicant has selected:
• Yes, they will not receive a My Health Record
• No, the newborn will receive a My Health Record

Actions

• Select Update to create a new consumer, or
• Select Change to return back to make further changes

Service Officer is directed to the Register New Consumer screen in Consumer Directory Maintenance System (CDMS). The details of the application appear in the Provisional Enrolment Summary page in a new window.

Depending on the data in the application, follow procedure as outlined in:

• Process newborn enrolment to existing Medicare card in CDMS, or
• Process newborn enrolment to their own Medicare card in CDMS

If enrolling:

• a single newborn, the procedure ends here
• multiple newborns, return to Process Digital Newborn Enrolment screen, search for enrolment and select the second newborn using the radio button in the Provisional Consumer table

Make sure comments are added in the Workload Manager (PaNDA) and the item is finalised. See View, add and edit PaNDA processing notes to a work item table.

Status set to REJECT

• Select an option from Reason for rejection dropdown menu:
• Document Issue
• Signature Issue
• Duplicate Registration
• Other
• Select Validate

It is not necessary to select the relevant document and enter reference text in the Documents tab when rejecting an application.

If rejected due to Document Issue, Signature Issue or Other, try to contact the applicant to advise the outcome.

If contact is:

• successful: advise them of the reason that their application cannot be accepted and suggest they use their Medicare online account to upload additional documents. This can be done by selecting Add documents to existing application in the applicant's Medicare online account home page
• unsuccessful: record a detailed note in the Comments tab, in the applicant's consumer record Comments tab and the PaNDA work item

If rejected due to Duplicate, no further contact is needed.

The submission is shown as Unsuccessful in the customer's Medicare online account in the Newborn submission history page.

Make sure comments are added in the Workload Manager (PaNDA) and the item is finalised. See View, add and edit PaNDA processing notes to a work item table.

Check the partner details on:

• Digital newborn enrolments
• FA081 - question 11
• Birth certificate
• MS004 - question 94

Is the partner different to the one recorded on the existing Medicare record?

• Yes, see Errors and exceptions with newborn child enrolments in Medicare - Newborn enrolment applicant still on Medicare card with ex-partner table
• No, go to Step 2

• Open Customer First (FOH) through the desktop icon
• Select Centrelink tab
• If the homepage does not launch, minimise the screen to view the box in screenshot
• Select the CustomerFirst CLK CSO Role
• Select Inbox from left menu
• In the Inbox, change the dropdown menu from Agent Inbox to Work Management.
  Note: the Work Management Inbox is where staff can view work items that have been delegated to them
• Select Search

Are there work items in the Inbox?

• Yes, go to Step 3
• No, go to Step 4

Outstanding work items appear in the inbox.

All items must be reviewed, actioned and completed before selecting new work.

Is there any outstanding work?

If a work item remains in the Inbox more than 48 hours after it has been annotated and completed, escalate this to the Team Leader for investigation.

• Yes:
• Select the Inbox and go to the WORK ITEM ID and select the Customer Reference Number (CRN) that shows first
• The Activity Details (AY) screen of the applicant will appear
• View the document on the Document List (DL) screen and check whether the MAENROL DOC has been annotated and completed. The Complete button should be greyed out
• Check the Consumer Directory Maintenance System (CDMS) to confirm enrolment has been completed and the newborn has been added to Family Safety Net:
  If newborn has not been enrolled, go to Step 6
  If the newborn is enrolled, go to Step 14
• No, go to Step 4

• Select Ready for Work
• CFWLM (HANA) allocates the next available work item to be processed
• Select the CRN under the Work Item column
• The Activity Details (AY) screen of the applicant appears
• Select HOME

Does the bundle box appear?

• Yes:
• make sure all work items with the description Medicare Newborn Enrolments are ticked
• select Submit
• go to Workspace
• No, the activity details will show. Go to Workspace

The multiple documents to be actioned will be ticked and highlighted in blue.

Only the Medicare Newborn Enrolment documents are to be actioned.

• Key 'DL' in NEXT field to show the Document List. (DL) screen
• Check for all the MAENROL DOCs ('Medicare Enrolment OLC', 'Medicare Enrolment FA081')
• Check if Birth Certificate has been uploaded to support enrolment

All DOCs that relate to MAENROL on the record need to be annotated and completed.

All birth certificates submitted as supporting identity document must be verified in the Medicare Document Verification Service (DVS) Portal before actioning enrolment. See Table 10 for more information.

Do not complete BOCMAENR DOCs unless trained in this work type. If BOCMAENR work item is received, escalate to the Newborn Enrolment Trial team for allocation to a trained Service Officer.

If MAENROL DOCs are created but no information is present on them, other Centrelink claim DOCs can be accessed only with the approved consent of the customer, and DOCs must be annotated to reflect that on Customer First and comments placed on CDMS.

Are MAENROL DOCs available?

• Yes, go to Step 7
• No, go to Step 9

• Select Document Tools from the Quick Links menu
• On the Document Tools screen, select View to show the scanned FA081

Scanned images can also be shown as unstructured documents (for example UNS007 or UNS008). These must be quickly opened and closed if not related to the newborn child's enrolment. If any of these other images are used, annotate the MAENROL DOCs appropriately.

Sometimes only the last page of the FA081 form will be available. In this case, locate other scanned images uploaded after the FA081. For more information, go to Step 8.

To prevent errors on registering multiple births

• Check the last page of the FA081 form to see if it is a multiple birth or not
• Multiple birth newborns must be added in the right order of their birth as indicated by the midwife
• If multiple births, notate twin 1 and twin 2 in personal comments in the Consumer Directory Maintenance System (CDMS)
• If all the pages of the form are not available, contact the birth mother for confirmation

For multiple babies there will be multiple FA081 images and MAENROL DOCs. Open all images and read.

All MAENROL DOCs must be annotated for the multiple birth babies.

Go to Step 9.

To locate information of newborn:

• Go to Document List (DL) screen to view the Medicare Enrolment OLC DOC
• The information is provided in the Text box

To prevent creating duplicate PINs

The submission of applications on multiple occasions occurs regularly. Service Officers can determine if the application has been submitted on multiple occasions and must not be actioned.

If the View Only warning appears within the Customer First record:

• Do not begin the newborn enrolment. The View Only warning indicates that another Service Officer is in the record and is likely to be actioning the newborn enrolment for Medicare purposes
• Go back to the Inbox and select Ready for work to get the next piece of work
• Once the other Service Officer has completed the Medicare enrolment and completed all DOCs on the Centrelink record, the work will be removed from the workflow/inbox

If the Medicare Enrolment OLC DOC is not present:

• do not proceed with the enrolment
• attempt to contact the customer and advise them to supply the required documentation (full FA081) or complete a Centrelink online claim

Successful contact

If the customer advises other Centrelink claim DOCs (PPL/FTB) have been submitted and provides verbal permission to access and review the online claims, in Customer First:

• key the customer's CRN
• select Workspace in the left menu
• select Search Online Claims in Claims Online
• select Search
• select the relevant PPL/FTB online claim ID
• select Review Claim from the top menu

The customer's online claim information will show.

Enrol the newborn in Medicare using the information in the claim and the FA081 declaration.

Annotate the DOC and add comment on the Consumer Directory Maintenance System (CDMS) stating 'Verbal permission obtained from customer to access PPL/FTB claim information for newborn enrolment'.

Go to Step 10.

Unsuccessful contact

If unable to contact applicant:

• Add comment to Group in CDMS for applicant's card:
  'unsuccessful attempt was made to contact applicant. Newborn not enrolled due to incorrect/missing OLC DOC'
• Annotate the DOC (if there is one) on the Document List of CRN with the same details and complete it. The Complete button should be greyed out

Procedure ends here.

If an applicant has lodged the correct and relevant documents within 52 weeks since birth but the enrolment has not yet been completed, the newborn can still be enrolled through MAENROL.

Is newborn already enrolled?

• Yes, annotate in the DOC (DL screen): 'Newborn already enrolled in CDMS' on the record
• No:
• Check if address, phone number and bank details on scanned document is different, Update CDMS if necessary
• Enter serial number from page 4 in Reference Text field in CDMS
• The system will prompt for My Health Record registration. Check the declaration or Medicare Enrolment OLC DOC. See My Health Record questions for a newborn in the Background page for conditions of enrolment

If the applicant has indicated they:

• want to add the newborn to their Safety Net, see Register children (including children in care) for Medicare Safety Net
• do not want to add the newborn to their Safety Net, no action is required

Check FA081 Request for partner to be added onto the Family Safety Net and action if required, see Family registration and confirmation for Medicare Safety Net.

• Key 'DL' in Next field to show all DOCS on the record:
• Medicare Enrolment OLC and/or Medicare Enrolment FA081
• Select Annotate to open the DOC
• Add comments to the Text field including Newborn enrolled in CDMS, MSN (if applicable), My Health (if applicable)
• Select Complete

Go back into document and check that the Complete button is greyed out, if not, select Complete again.

Annotate and complete all DOCs on the customer's DL screen that relate to a Medicare newborn enrolment.

If allocated a ZDMS FA081 (with keyword MAENROL) work item, as per Locating and closing digital image work items.

• Check the Activity List (AL) in Customer First Direct (Centrelink), close all activities that show as MAENROL (with description Medicare Newborn Enrolments)
• Make sure all activities have a status of 'COMPLETED'. This will prevent the work item allocating for completion where the Newborn has already been enrolled in CDMS
• Bundled work items - make sure that only the MAENROL work items with the description Medicare Newborn Enrolments or FA081 are ticked and only the Medicare Newborn Enrolment documents are to be actioned

Note: staff should check their Worklist in Customer First Work Optimiser (Blue system) before the end of their shift to make sure all work items have been completed. Work items left open will automatically unassign in 48 hours.

• Go back to the Inbox
• Select Refresh to make sure there are no outstanding work items

Some work items may not clear immediately. If work items remain in the Inbox for more than 24 hours, escalate to Team Leader.

Incomplete registrations

If any data is missing or incomplete, attempt to contact the applicant at least once and annotate the CRN, put comments in CDMS Group and complete the DOC on the DL screen.

• Select the Partner ID hyperlink
• Select Edit
• Select Completed from the Status dropdown menu
• Select Save

Check the partner details on:

• Digital newborn enrolments
• FA081 - question 11
• Birth certificate
• MS004 - question 94

Is the partner different to the one recorded on the existing Medicare record?

• Yes, see Errors and exceptions with newborn child enrolments in Medicare - Newborn enrolment applicant still on Medicare card with ex-partner table
• No, go to Step 2

Note: only birth certificates can be verified through the Medicare Document Verification Service (DVS) Portal.

• Request received by PaNDA, go to Step 3
• Request processed in a Service Centre:
• Authenticate the customer
• If Service Officer is satisfied with supporting documents, DVS is not required
• See Table 4, Step 1

Check the partner details on:

• Digital newborn enrolments
• FA081 - question 11
• Birth certificate
• MS004 - question 94

Is the partner different to the one recorded on the existing Medicare record?

• Yes, see Errors and exceptions with newborn child enrolments in Medicare - Newborn enrolment applicant still on Medicare card with ex-partner table
• No, go to Step 2

Before enrolling a newborn, check the entitlement type of the parents. See Checking applicant's Medicare entitlement type before adding newborn table.

Birth certificates submitted as a supporting identity document must be verified in the Medicare Document Verification Service (DVS) Portal before actioning enrolment. See Table 10 for more details.

Register newborn to applicant's Medicare card:

• Select Register New Consumer on the CDMS Home page
• The Registration Type screen will show
• Key Medicare card number from the Newborn Child Declaration (FA081) / Medicare Enrolment Application (MS004) form in the ID Number field
• Select Medicare Card Number from dropdown menu
• Select Get Details
• All consumers in the group will show:
• Confirm the applicant is listed as a consumer
• Check that the newborn has not already been enrolled
• Select New Consumer
• The Search for Consumer (Register) screen will show

Key details for the newborn in the following fields:

• Family Name (mandatory)
• First Name
• Gender (mandatory)
• Date of birth (mandatory)
• Postcode or Postcode range (leave field as default, for example 0001-9999)

Select Search.

If no records found

• A message will show indicating that no records were found
• Select OK to acknowledge the message
• Go to Step 5

If possible matches found

Investigate further to determine if the newborn has been enrolled correctly. If unable to determine, escalate to Local Peer Support (LPS).

See Newborn enrolled on incorrect Medicare card table.

Procedure ends here.

• Select New Consumer
• The Record New Consumer screen will show. The personal details are filled with any search details previously entered:
• Only Name Indicator (select if the person is registering with only one name)
• Second Name
• Multiple Birth Indicator (select if customer is part of a multiple birth)
• Aboriginal or Torres Strait Islander Status (mandatory)
• Country of birth
• Country of birth source

• Select Address tab
• Confirm address details and update if required
• Select Address Source from the dropdown menu
• Select Contact Details tab. Do not add contact details to newborn details:
• Remove any contact details
• Select Validate

Note: the DO NOT USE options are for ICT use only

Add comments to CDMS personal tab 'PaNDA work item ID: xxxxxxxx. DVS consent acquired (insert date). (Insert document type and document reference text/document number), VRN: (insert VRN number)'.

For example, DVS consent acquired 10/12/2020. Australian passport, reference number PA12345, VRN: 12345.

Select:

• Update to confirm the details shown, or
• Change to amend the details as required

After selecting Update a message will show confirming that a consumer record has been created.

Select OK to acknowledge the message.

The Registration Type screen is shown with the customer's details and customer ID.

Select Entitlement on the Registration Type screen.

The New Medicare Entitlement Details screen will show.

Newborn's entitlement details:

• Select Entitlement type from the dropdown menu
• Select Country of Relevance from the dropdown menu
• Key Entitlement Start Date which is date of birth

Select Documents tab

• Select Eligibility Document from dropdown menu
• Select Reference Text (F serial number or birth certificate number)
• Key Reference Date (date form signed). If the reference date is invalid, use DOB in this field

Select Add.

Select My Health Record tab

If the form is an older version, read the question carefully before selecting a radio button.

See also Processing My Health Record options - tips and error reporting.

Check:

• Question is on form
• Applicant/partner has provided evidence of parental responsibility
• Applicant/partner has completed question, and
• Applicable applicant/partner has signed form

Are all of the above met?

• Yes, select one of the following options according to the applicant's My Health Record choice and Validate:
• Consumer does not want a My Health Record
• Consumer does want a My Health Record
• No, select radio button 'Question is not on form or not answered' and select Validate. Do not select' Consumer does not want a My Health Record' if the conditions are not met

• Select:
• Update to confirm the details shown, or
• Change to amend the details, as required
• After selecting Update, a message will show confirming that the details have been updated
• Select OK to acknowledge the message

After newborn's entitlement is registered:

• select Group on the Registration Type screen
• the New Medicare Card Details screen will show

• Select Card Request tab
• To request a duplicate card, select the Duplicate Card check box
• Select a Card Request Source option from the dropdown menu, if enrolment was submitted:
• online through Medicare online accounts, select Consumer through Online Services
• through post or any other method, select Medicare Enrolment Form from dropdown menu
• Scroll down and select Validate
• Select OK to acknowledge the message
• Select Validate

If a warning message shows REPLACEMENT NOT ALLOWED due to a Returned Mail Indicator, see Removing returned mail indicator to process newborn child enrolment table.

Select:

• Update to confirm the details shown, or
• Change to amend the details, as required

The new Medicare card record has been successfully updated in CDMS; Medicare number will show.

See Family registration and confirmation for Medicare Safety net.

Before enrolling a newborn child, check the entitlement type of the parents. See Checking applicant's Medicare entitlement type before adding newborn table.

All birth certificates submitted as supporting identity document must be verified in the Medicare Document Verification Service (DVS) Portal before actioning enrolment. See Table 10 for more details.

Register newborn to Medicare card:

• Select Register New Consumer on the CDMS Home page
• The Registration Type screen will show
• Select New Consumer
• The Search for Consumer (Register) screen will show

Key details for the newborn in the following fields:

• Family Name (mandatory)
• First Name
• Gender (mandatory)
• Date of birth (mandatory)
• Postcode or Postcode range (leave field as default, for example 0001-9999)

Select Search.

If no records found

• A message will show indicating that no records were found
• Select OK to acknowledge the message
• Go to Step 4

If possible matches found

Investigate to determine if the newborn has been enrolled correctly. If unable to determine, escalate to Local Peer Support (LPS).

See Newborn enrolled on incorrect Medicare card and is eligible table.

Procedure ends here.

• Select New Consumer
• The Record New Consumer screen will show. The personal details are filled with any search details previously entered:
• Only Name Indicator (select if the newborn is registering with only 1 name)
• Second Name
• Multiple Birth Indicator (select if newborn is part of a multiple birth)
• Aboriginal or Torres Strait Islander Status (mandatory)
• Country of birth
• Country of birth source

Select Address tab.

• Key locality or postcode
• Select locality from dropdown menu
• Key Address line
• Select address from dropdown menu
• Select Address Source from dropdown menu

Select Contact Details tab.

• Key the applicant's contact details that are available for the newborn
• Select the Source from the dropdown menu
• Select Validate

Note: the DO NOT USE options are for ICT use only.

Select:

• Update to confirm the details shown, or
• Change to amend the details as required

After selecting Update a message will show confirming that a consumer record has been created.

Select OK to acknowledge the message.

The Registration Type screen will show with the customer's details and customer ID.

Select Entitlement on the Registration Type screen.

The New Medicare Entitlement Details screen will show.

Newborn's entitlement details:

• Select Entitlement type from the dropdown menu
• Select Country of Relevance from the dropdown menu
• Key Entitlement Start Date which is Date of Birth

Select Documents tab

• Select Eligibility Document from dropdown menu
• Select Reference Text (F serial number or birth certificate number)
• Key Reference Date (date form signed). If the reference date is invalid, use DOB in this field

Select Add.

Select My Health Record tab

If the form is a version that has just one My Health Record checkbox, read the question carefully before selecting a radio button.

See also Processing My Health Record options - tips and error reporting.

Check:

• Question is on form
• Applicant/partner has provided evidence of parental responsibility
• Applicant/partner has completed question, and
• Applicable applicant/partner has signed form

Are all of the above met?

• Yes, select one of the following options according to the applicant's My Health Record choice and Validate:
• Consumer does not want a My Health Record
• Consumer does want a My Health Record
• No, select radio button 'Question is not on form or not answered' and select Validate. Do not select' Consumer does not want a My Health Record' if the conditions are not met

• Select:
• Update to confirm the details shown, or
• Change to amend the details, as required
• After selecting Update, a message will show confirming that the details have been updated
• Select OK to acknowledge the message

After newborn's entitlement is registered:

• select Group on the Registration Type screen
• the New Medicare Card Details screen will show

This will show how the name will appear on the Medicare card.

Select Group Contact tab.

For all newborn enrolments on a card of their own, the parent must be the group contact.

If the group contact is not associated with the card, key their name in the Contact Name field as
last name [insert comma], title [insert space] initial.

Complete Address field:

• key locality or postcode
• select locality from dropdown menu
• key Address line
• select address from dropdown menu
• select Address Source from dropdown menu

Note: the DO NOT USE options are for ICT use only.

Select Validate.

Select Comments tab.

In Group comments, record why the child has been enrolled on a card of their own and put the group contact's Medicare number

Select Validate.

Select:

• Update to confirm the details shown
• Change to amend the details, as required
• Select a Card Request Source option from the dropdown menu, if enrolment was submitted:
• online through Medicare online accounts with a request for the newborn to be placed on their own card, select Consumer through Online Services
• through post or any other method, select Medicare Enrolment Form from dropdown menu

The new Medicare card record has been successfully updated in CDMS; Medicare number will show.

See Family registration and confirmation for Medicare Safety Net.

Check the partner details on:

• Digital newborn enrolments
• FA081 - question 11
• Birth certificate
• MS004 - question 94

Is the partner different to the one recorded on the existing Medicare record?

• Yes, see Errors and exceptions with newborn child enrolments in Medicare - Newborn enrolment applicant still on Medicare card with ex-partner table
• No, go to Step 2

Before enrolling a newborn, check the entitlement type of the parents. See Checking applicant's Medicare entitlement type before adding newborn table.

All birth certificates submitted as supporting identity document must be verified in the Medicare Document Verification Service (DVS) Portal before actioning enrolment. See Table 10 for more information.

Register newborn to applicant's Medicare card:

• Select Register New Consumer on the CDMS Home page
• The Registration Type screen will show
• Key Medicare card number from the Newborn Child Declaration (FA081)/ Medicare Enrolment Application (MS004) form in the ID Number field and select Medicare Card Number from list
• Select Get Details
• All consumers in the group are shown:
• Confirm the applicant is listed as a consumer
• Check that the newborn has not already been enrolled
• Select New Consumer
• The Search for Consumer (Register) screen will show

Key details for the newborn in the following fields:

• Family Name (mandatory)
• First Name
• Gender (mandatory)
• Date of birth (mandatory)
• Postcode or Postcode range (leave field as default, for example 0001-9999)

Select Search.

If no records found

• A message will show indicating that no records were found
• Select OK to acknowledge the message
• Go to Step 5

If possible matches found

Investigate further to determine if the newborn has been enrolled correctly. If unable to determine, escalate to Local Peer Support (LPS).

See Newborn enrolled on incorrect Medicare card and is eligible table.

Procedure ends here.

• Select New Consumer
• The Record New Consumer screen will show. The personal details are filled with any search details previously entered:
• Only Name Indicator (select if the newborn is registering with only one name)
• Second Name
• Multiple Birth Indicator (select if newborn is part of a multiple birth)
• Aboriginal or Torres Strait Islander Status (mandatory)
• Country of birth
• Country of birth source

• Select Address tab
• Confirm address details and update if required
• Select Address Source from dropdown menu
• Select Contact Details tab. Do not add contact details to newborn details:
• Remove any contact details

Select Comments tab:

• Key Twin 1 or Twin 2
• Select Validate

Note: the DO NOT USE options are for ICT use only

Add comments to CDMS Personal tab 'PaNDA work item ID: xxxxxxxx. DVS consent acquired (insert date). (Insert document type and document reference text/document number), VRN: (insert VRN number)'. For example, DVS consent acquired 10/12/2020. Australian passport, reference number PA12345, VRN: 12345

Select:

• Update to confirm the details shown, or
• Change to amend the details as required

After selecting Update a message will show confirming that a consumer record has been created.

Select OK to acknowledge the message.

The Registration Type screen will show with the customer's details and customer ID.

Select New consumer.

Repeat Steps 3 to 6 above.

Select Entitlement on the Registration Type screen.

The New Medicare Entitlement Details screen will show with all consumers. There will be a tick against the consumer to record their entitlement details.

Newborn's entitlement details:

• Select Entitlement type from the dropdown menu
• Select Country of Relevance from the dropdown menu
• Key Entitlement Start Date which is Date of Birth

Select Documents tab

• Select Eligibility Document from dropdown menu
• Select Reference Text (F serial number or birth certificate number)
• Key Reference Date (date form signed). If the reference date is invalid, use DOB in this field

Select Add.

Select My Health Record tab.

If the form is a version that has just one My Health Record checkbox, read the question carefully before selecting a radio button.

See also Processing My Health Record options - tips and error reporting.

Check:

• Question is on form
• Applicant/partner has provided evidence of parental responsibility
• Applicant/partner has completed question, and
• Applicable applicant/partner has signed form

Are all of the above met?

• Yes, select one of the following options according to the applicant's My Health Record choice and Validate:
• Consumer does not want a My Health Record
• Consumer does want a My Health Record
• No, select radio button 'Question is not on form or not answered' and select Validate Do not select' Consumer does not want a My Health Record' if the conditions are not met

Select:

• Update to confirm the details shown, or
• Change to amend the details, as required

After selecting Update, a message will show confirming that the details have been updated:

• Select OK to acknowledge the message.
• The New Medicare Entitlement Details screen will show with all consumers. There will now be a tick against the next consumer to record their entitlement details
• Repeat Step 9 above

After newborn's entitlement is registered, select Group on the Registration Type screen.

The New Medicare Card Details screen will show.

• Select Card Request tab
• To request a duplicate card, select the Duplicate Card check box
• Select Medicare Enrolment Form from dropdown menu
• Scroll down and select Validate
• Select OK to acknowledge the message
• Select Validate

Select:

• Update to confirm the details shown, or
• Change to amend the details, as required

The new Medicare card record has been successfully updated in CDMS; Medicare number will show.

See Family registration and confirmation for Medicare Safety Net.

• On the CDMS Home page, select Amend on Consumer Details
• Key the Medicare card number in ID Number field
• Select Group
• Select Members tab
• Select Copy/Transfer box
  Note: to copy a person, see Copy or transfer a person or child to another Medicare card.

To transfer to new Medicare card:

• Select Transfer to new group in the dropdown menu
• Select Transfer

To transfer to existing Medicare card:

• Select Transfer to existing group in the dropdown menu
• Key the Medicare number that the member is to be transferred to
• Select Transfer
• The Transfer From Group Selection to Transfer to Group Details screen will show

• Select the member to transfer using the tick box
• Select Transfer
• An information message will show prompting to check the name to be printed on the card
• Select OK to acknowledge the message
• The New Medicare Card Details screen will show

• Select Group Contact tab
• Select the Card Association checkbox
• Key the reference number in the Contact Reference Number field
• Select Get Details to populate the Contact Name and Address fields
  Note: update the address if required.

To Issue a Medicare Card for existing card:

• Select Card Request
• Select Card Request Source dropdown menu
• Select the box if Duplicate of Replacement Card Required
• Scroll down and select Validate
• Action any warning messages
• If the details are correct, select Update

• Confirm the address and contact name is correct
• Scroll down and select Validate
• If the details are correct, select Update
• The New Medicare card number will show

A name is considered long when any of the following apply:

• the person's last name contains more than 18 characters
• their first given name contains more than 12 characters, or
• the combination of their first name, initial and family name have more than 25 characters (including spaces between the names)

• Select Register New Consumer on the CDMS Home page
• The Registration Type screen will show
• Select New Consumer
• The Search for Consumer (Register) screen will show

Key details for the newborn in the following fields:

• Family Name (mandatory)
• First Name
• Gender (mandatory)
• Date of birth (mandatory)
• Postcode or Postcode range (leave field as default, for example 0001-9999)

Select Search.

If no records found

• A message shows indicating that no records were found
• Select OK to acknowledge the message
• Go to Step 5

If possible matches found

Investigate further to determine if the newborn has been enrolled correctly. If unable to determine, escalate to Local Peer Support (LPS).

See Newborn enrolled on incorrect Medicare card and is eligible table.

Procedure ends here.

All birth certificates submitted as supporting identity document must be verified in the Medicare Document Verification Service (DVS) Portal before actioning enrolment. See Table 10 for more details.

• Select New Consumer
• The Record New Consumer screen will show. The personal details are filled with any search details previously entered:
• Only Name Indicator (select if the newborn is registering with only one name)
• Second Name
• Multiple Birth Indicator (select if newborn is part of a multiple birth)
• Aboriginal or Torres Strait Islander Status (mandatory)
• Country of birth
• Country of birth source

Select Address tab.

• Key locality or postcode
• Select Locality from dropdown menu
• Key Address line
• Select Address from dropdown menu
• Select Address Source from dropdown menu

Select Contact Details tab.

• Key the applicant's contact details that are available for the newborn
• Select Source from dropdown menu
• Select Validate

Note: the DO NOT USE options are for ICT use only.

Select:

• Update to confirm the details shown, or
• Change to amend the details as required

After selecting Update a message will show confirming that a consumer record has been created.

Select OK to acknowledge the message.

The Registration Type screen will show with the customer's details and customer ID.

Select Entitlement on the Registration Type screen.

The New Medicare Entitlement Details screen will show.

Newborn's entitlement details:

• Select Entitlement type from the dropdown menu
• Select Country of Relevance from the dropdown menu
• Key Entitlement Start Date which is Date of Birth

Select Documents tab

• Select Eligibility Document from dropdown menu
• Select Reference Text (F serial number or birth certificate number)
• Key Reference Date (date form signed)

Select Add.

Select My Health Record tab

If the form is a version that has just one My Health Record checkbox, read the question carefully before selecting a radio button.

See also Processing My Health Record options - tips and error reporting.

Check:

• Question is on form
• Applicant/partner has provided evidence of parental responsibility
• Applicant/partner has completed question, and
• Applicable applicant/partner has signed form

Are all of the above met?

• Yes, select one of the following options according to the applicant's My Health Record choice and Validate:
• Consumer does not want a My Health Record
• Consumer does want a My Health Record
• No, select radio button 'Question is not on form or not answered' and select Validate. Do not select' Consumer does not want a My Health Record' if the conditions are not met

See Processing My Health Record options - tips and error reporting.

Select:

• Update to confirm the details shown, or
• Change to amend the details, as required

After selecting Update, a message will show confirming that the details have been updated.

Select OK to acknowledge the message.

After newborn's entitlement is registered:

• select Group on the Registration Type screen
• the New Medicare Card Details screen will show

This will show how the name will appear on the Medicare card.

Some characters will be missing.

Reduce name

In the Name field, delete the characters from the right so that the name fits in the Name field: This does not affect the name shown on the Medicare card as the long name will be keyed into the long name fields and once validated the full correct names for the child will be shown.

Example

Daisy Rose Chrysanthemum-Petunia could be shortened to Daisy Chrysanthemum-Petu at Group level.

Chrysanthemum Flower (first name) could be shortened to Chry Flower at Group level.

If a name is hyphenated and the applicant wants to remove one of the names, this is considered a name change, not shortening a name. It would require documentation.

Record long name:

• Select the Long Name tab
• Key the newborn's full names as they appear on the form starting with first name, initials of the second name and family name into each of the long name fields

Select Group Contact tab.

For all newborn enrolments on a card of their own, the parent must be the group contact.

If the group contact is not associated with the card, key their name in the Contact Name field as:
last name [insert comma], title [insert space] initial.

Complete Address field:

• Key locality or postcode
• Select locality from dropdown menu
• Key Address line
• Select address from dropdown menu
• Select Address Source from dropdown menu

Note: the DO NOT USE options are for ICT use only.

Select Comments tab

• Place a comment in Group as to why the child has been enrolled with a long name. For example:
  'unsuccessful attempt was made to contact the applicant, newborn enrolled on own card due to long name'
• Enter group contacts Medicare number in comments
• Select Validate

Select:

• Update to confirm the details shown, or
• Change to amend the details, as required

The new Medicare card record has been successfully updated in CDMS; Medicare number will show.

See Family registration and confirmation for Medicare Safety Net.

Does the Service Officer have access to the Medicare DVS Portal?

• Yes, access the Medicare DVS Portal and attempt to verify documents
• No, for Service Officers in:
• Face to face, see Escalation process for Medicare Eligibility
• HSDD, they must contact a Team Leader

If verification is:

• successful, go to Step 2
• unsuccessful, go to Step 3

• If the Document Verification System (DVS):
• was used, record comments in Personal tab in CDMS:
  For example, PaNDA work item ID: 1235467891. DVS consent acquired ddmmyyyy, passport, reference number EF1234567, VRN: 123456789012
• If a parent, guardian, or representative supplies an identity document on behalf of a customer, add the comment on the document owner's record. For example, a child's birth certificate is recorded on the child's personal record in CDMS. Add comments including details of who gave consent. For example, DVS consent acquired ddmmyyyy, NSW BIRTH CERT 123456, VRN: HS0123456789012, Consent from Parent CONSUMER ID 1234567890
• was not used, (processed in a service centre), record comments in Personal tab in CDMS:
  'Processed in service centre, DVS not required'
• Scroll down and select Validate
• Action any warning messages and Validate
• Select:
• Change to amend the details if required, or
• Update to confirm the details shown. A message will show confirming that a consumer record has been created
• Select OK to acknowledge the message
• The Registration Type screen will show with the customer's details and customer ID
• If the details are correct, select Update

See Step 1 in Table 4.

For Service Officers in:

• Face to face, see Escalation process for Medicare Eligibility
• HSDD, see Local Peer Support (LPS)

Was LPS document verification successful?

• Yes, complete application. Procedure ends here
• No, LPS must follow Table 3 in Identity verification for Medicare enrolments and re-enrolments in the Medicare Document Verification Service (DVS) Portal