Held payments for Medicare customers 011-25042940

• Log on to CDMS
• On the CDMS home page:
• select Inquire on Consumer Details
• select Medicare in Program
• key the Medicare card number in the ID Number
• select Medicare in the ID Number Type
• select Personal

On the Personal Details Inquiry screen:

• select Group
• the Contact Name will show the group contact person
• select Personal to return to the Personal Details Inquiry screen

On the Personal Details Inquiry screen select:

• the Group contact person
• Summary > Interaction

The Consumer Program Interactions screen shows Interaction Types when Medicare held payment notifications are sent:

• U14BNN - the first notification Register bank details for a child in your care before they turn 14 (Z3108) letter sent to the card group contact through myGov
• U14BNR - confirms that a myGov notification was sent to the card group contact
• U14BNT - indicates that the myGov notification was not sent to the card group contact
• U14BNU - the first notification Z3108 is sent to the card group contact if they chose to receive it by paper mail
• U14BNM - confirms that the paper mail was successfully sent to the card group contact
• U14BNF - indicates that the paper mail was not sent to the card group contact

• Log on to CDMS
• On the CDMS home page:
• select Inquire on Consumer Details
• select Medicare in Program
• key the Medicare card number in the ID Number
• select Medicare in the ID Number Type
• select Personal

On the Personal Details Inquiry screen select:

• the child
• Summary > Interaction

The Consumer Program Interactions screen shows Interaction Types when letters are sent to the child:

• U14BNQ - the Your Medicare details have been updated (Z3114) paper letter is sent to the child when the card group contact registers a bank account
• U14BNL - confirms the paper letter Z3114 sent to the child was successfully delivered for printing
• U14BNP - confirms the paper letter Z3114 sent to the child was not successfully delivered for printing

Key NHSI, card number, patient > press [Enter]:

• claims history will show against the patient's Medicare card history
• scroll [F8] through the patient history to view all claims

Medicare held payments for customers will only show for claims if the payee code is '9'.

• Key [F1] under the charge amount to confirm the claimant details
• The claimants name will show on the bottom left-hand corner

• On the service line, press [F10] to show the EFT details used for the claim
• Press [F1] under the account number displayed in the CHQ/EFT field
• If the EFT payment status shows:
• PAID, the payment has been deposited into the displayed bank account
• HELD, the claimant does not have a bank account registered
• REJECT, the payment was rejected by the financial institution and returned to the agency
• REDIRECT, the payment was originally a held or a rejected payment and has been redirected to the claimant’s nominated bank account

Note: if the claim was originally held as no bank account was recorded:

• the system shows the payment date as the original processing date when a bank account is registered
• check if the bank account was recorded in the past few days. The day after the bank account is recorded is the actual payment date

• Key BRNA > press [Enter]
• See Bank Reconciliation Electronic Funds Transfer Enquiry (BREFTE) system for Medicare

• In Payee Type, key: N for Medicare patient claims
• In Payee ID, key the Medicare number for patient claims

In Search, key:

• Date from and Date to (DDMMYY) date range, or
• DOL/DOP DDMMYY date of claim processing

If the EFT payment status shows:

• PAID, the payment has been deposited into the displayed bank account
• HELD, the claimant does not have a bank account registered
• REJECT, the payment has been:
• rejected by the financial institution, and
• returned to the agency
• REDIRECT, the payment was:
• originally a held, or
• a rejected payment, and
• has been redirected to the claimants nominated bank account
• PAID-RDR, a redirected payment has now been paid to the claimant’s nominated bank account

Determine if a PAID-RDR or a REDIRECT payment was originally a held or a rejected payment.

In Selection, key:

• the number shown in the S column for the payment enquiring about
• press [F11] to view the EFT Payment Enquiry - Status History BRNH screen

• Search for the Medicare card number record in CDMS:
• Log on to CDMS
• On the CDMS home page:
• select Inquire on Consumer Details > Medicare in the Program field
• key the Medicare card number in ID Number
• select Medicare in ID Number Type > Group
• the Contact Name shows the group contact person
• select Personal to return to the Personal Details Inquiry screen

See:

• Authenticating a Medicare customer
• Customer password for Medicare enquiries

On the Personal Details Inquiry screen, review the Consumers list:

• identify the child's record
• view Date of Birth

Tell the customer about the notification process for children 13 years and 9 months:

• Medicare sends myGov notifications to the Medicare card group contact:
• when a child on the Medicare card turns 13 years and 9 months, and
• if there are no bank account details registered for that child
• Notifications are sent via the Medicare card group contact's preferred communication method. Either myGov inbox or post
• A second notification is sent if no bank account is registered by the time the child turns 13 years and 10 months
• myGov notifications are not sent to all Medicare card group contacts. Notifications are not sent if one of the following is recorded on CDMS:
• deceased person (for the Medicare card group contact or the child who is about to turn 14 years)
• business integrity flags
• payment integrity flags
• consumer end date (for the Medicare card group contact or the child who is about to turn 14 years)
• Medicare entitlement end date (for the Medicare card group contact or the child who is about to turn 14 years)
• Medicare card has expired
• Medicare card status is not 'R'
• safety sensitive indicators - family and domestic violence or serious privacy concerns (for any member on the Medicare card)
• care of a child sensitive indicator (for any child on the Medicare card)
• intertwined Caution or Suspend
• production control address or return mail flag for the Medicare card group contact

• Search for the Medicare card number record in CDMS:
• Log on to CDMS
• On the CDMS home page:
• select Inquire on Consumer Details > Medicare in the Program field
• key the Medicare card number in ID Number
• select Medicare in ID Number Type > Group
• the Contact Name shows the group contact person
• select Personal to return to the Personal Details Inquiry screen

See:

• Authenticating a Medicare customer
• Customer password for Medicare enquiries

On the Personal Details Inquiry screen, review the Consumers list:

• identify the child's record
• view Date of Birth

myGov notifications are not sent to all Medicare card group contacts. See Table 5 > Step 4 for a list of reasons why notifications are not sent.

Check CDMS for reason/s notifications are not sent for the:

• Medicare card number
• Medicare card group contact, or
• child

Check the customer:

• has set up their myGov account and can access it. See Troubleshooting myGov
• Medicare online account status and eligibility. Use CDMS to check the customer’s online account status is Active. See Troubleshooting Medicare self service

• Service Officers can view and update how a customer gets their Medicare letters. See Preferences for Medicare letters
• If the customer wishes to change their communication preferences they can do this through their Medicare online account. See Services Australia website link 'What you can do'

The Resources page has Services Australia website links.

• On the Personal Details Inquiry screen select:
• Group contact person
• Summary > Interaction
• Go to Table 1 > Step 4
• Encourage the Medicare card group contact to register a bank account for children on their Medicare card about to turn 14 years:
• Offer to register the bank account for them. See Table 2 in Store, confirm and end date bank account details for Medicare EFT payments to register bank accounts
• If the customer wishes to register the bank account, see Medicare online accounts > Personal details > Item 3 in Using Medicare self service