Patient claims processing in Medicare 011-43010000
This document explains details about the lodgement and processing of claims for Medicare benefits.
On this page:
How to process a Medicare patient claim
How to process a Medicare patient claim for a business or organisation
How to process a claim for customers experiencing financial hardship
Unauthorised agents or carers acting on behalf of claimants with a disability
Late lodgement of patient claim with date of service more than 5-7 years ago
Assessing process for late lodgement of patient claims with a date of service over 5 years ago
Service Officer – requesting a manual EFT payment
Claims and Assessing Team Leader (TL) – managing requests for manual EFT payments
Checking Officer – managing requests for manual EFT payments
How to issue a duplicate statement of benefit
How to issue a manual statement of benefit
Permanent address change during claim processing
How to process a Medicare patient claim
Table 1
Step |
Action |
1 |
Navigate to claimant processing screen + Read more ... Using the details on the Medicare claim form (MS014):
For claims where the patient is using a previously issued card number, see Patient claim requirements for payment of Medicare benefits. Where return message 1-EXP>28, 2-AFT EXP, 8-EXP 28DY is returned, see Table 9 in Medicare online claiming. |
2 |
Follow the prompts + Read more ...
|
3 |
Confirming address + Read more ... Is the address on the claim form the same as what is recorded on the system? If the claimant's address needs updating, place curser under the return message 8-ADDR CK, select [F1] and action per message.
|
4 |
Confirm address already recorded + Read more ...
|
5 |
Update the address + Read more ...
|
6 |
Add, amend, or confirm Electronic Funds Transfer (EFT) details + Read more ... Key one of the following values in the EFT field on line 6 of the screen to add, amend or confirm the claimant 's Electronic Funds Transfer (EFT) details:
|
7 |
EFT statement + Read more ... Key 'P' in the STM field to issue a statement to the claimant. For claims processed in a Service Centre, key ‘R’ in the STM field to print a receipt for the customer to verify bank details and sign. |
8 |
Date of lodgement + Read more ...
The date of lodgement is the date Services Australia received the claim for Medicare benefits. |
9 |
Recipient Provider or Locum + Read more ... Is there a Recipient Provider or Locum on the claim?
Note: for details of what to key in the second line, go to Step 10. |
10 |
Key service details using the account or invoice + Read more ... Key all the service details, in the:
The Medicare system correctly calculates the maximum amount of the Medicare benefit payable to the claimant If the account or invoice is incomplete, see Incomplete claim forms or incorrect details section in the Background page. |
11 |
Referral details + Read more ... Does the account/invoice include referral details?
|
12 |
Key referral details + Read more ...
|
13 |
Assessing the claim + Read more ...
Note: if RSN 8-CONFIRM displays, see Process Medicare Safety Net claims and action accordingly. |
14 |
Two-way claims + Read more ... Where the claim is a Medicare Two-way claim:
If in-hospital items are keyed, Service Officers will be prompted to complete the FUND field. See Medicare Two-way and claims processing for more details. |
15 |
Finalise the claim + Read more ...
|
16 |
Finalise the claim in PaNDA + Read more ...
Note: see Work Optimiser for staff for more details using PaNDA. |
How to process a Medicare patient claim where the claimant and patient are on different Medicare cards
Table 2
Step |
Action |
1 |
Navigate to claimant processing screen + Read more ... Using details on the Medicare claim form (MS014):
|
2 |
Follow the prompts + Read more ...
|
3 |
Confirming address + Read more ... Is the address on the claim form the same as what is recorded on the system? If the claimant's address needs updating, place curser under the return message 8-ADDR CK, select [F1] and action per message.
|
4 |
Confirm address already recorded + Read more ...
|
5 |
Update the address + Read more ...
|
6 |
Add, amend, or confirm Electronic Funds Transfer (EFT) details + Read more ... Key one of the following values in the EFT field on line 6 of the screen to add, amend or confirm the claimant 's Electronic Funds Transfer (EFT) details:
|
7 |
EFT statement + Read more ... Key (P) in the STM field to issue a statement to the claimant. For claims processed in a Service Centre, key ‘R’ in the STM field to print a receipt for the customer to verify bank details and sign. |
8 |
Date of lodgement + Read more ...
The date of lodgement is the date Services Australia received the claim for Medicare benefits. |
9 |
Recipient Provider or Locum + Read more ... Is there a Recipient Provider or Locum on the claim?
Note: for details of what to key in the second line, go to Step 10. |
10 |
Key service details using the account or invoice + Read more ... Key all the service details, in the:
The Medicare system correctly calculates the maximum amount of the Medicare benefit payable to the claimant. |
11 |
Referral details + Read more ... Does the account/invoice include referral details?
|
12 |
Key referral details + Read more ...
|
13 |
Assessing the claim + Read more ...
|
14 |
Two-way claims + Read more ... Where the claim is a Medicare Two-way claim:
If in-hospital items are keyed, Service Officers will be prompted to complete the FUND field. See Medicare Two-way and claims processing for more details. |
15 |
Finalise the claim + Read more ...
|
16 |
Finalise the claim in PaNDA + Read more ...
Note: see Work Optimiser for staff for more details using PaNDA. |
How to process a Medicare patient claim for a business or organisation
Table 3
Step |
Action |
1 |
Navigate to claimant identification + Read more ... Using the details on the Medicare claim form:
|
2 |
Follow the prompts + Read more ...
|
3 |
Confirm address + Read more ...
Note: Businesses and organisations cannot have banking details stored permanently in CDMS, unless the customer is under financial management or other guardianship order. See, Power of Attorney, Guardianship, Administrative Orders and Authorised Representative for Medicare. |
4 |
Business/Organisation Bank account details + Read more ... Has the business or organisation provided bank account details on the claim form?
|
5 |
Add temporary bank account details for the claimant + Read more ... Key the following values in the EFT field to add the claimant's Electronic Funds Transfer (EFT) details. T - EFT details keyed are temporary and used for this claim only. |
6 |
Bank account details missing from the claim form + Read more ... Is the claim paid?
|
7 |
Issue EFT statement + Read more ... Key 'P' in the STM field to issue a statement to the claimant. Note: a statement must be issued when the claimant is a business or organisation. |
8 |
Date of lodgement + Read more ...
The date of lodgement is the date Services Australia received the claim for Medicare benefits. |
9 |
Process items using details on account/invoice + Read more ... Key all of the following items:
Repeat this step for each service being claimed. Has the Medicare system calculated the maximum amount of the Medicare benefit payable to the claimant without returning any restriction or warning messages?
Note: for Locum-tenens see Professional services related to Medicare patient claims. |
10 |
Assessing the claim + Read more ...
|
11 |
Finalise the claim + Read more ...
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How to process a claim for customers experiencing financial hardship
Table 4
Step |
Action |
1 |
Claim type proficiency + Read more ... Is the Service Officer proficient in processing the claim?
|
2 |
Processing the claim + Read more ... Tell the customer the agency minimum standard processing times. If the customer states that they need their money as soon as possible, are experiencing hardship and the benefit amount of the claim is:
If the customer identifies as at risk of family or domestic violence see Family and domestic violence.
Procedure ends here. |
3 |
Escalating a claim Service Officers non-proficient in + Read more ...
|
4 |
LPS action + Read more ...
See Sensitive information indicators in the CDMS for more details. |
Unauthorised agents or carers acting on behalf of claimants with a disability
Table 5
Late lodgement of patient claim - date of service more than 2-5 years ago and Medicare benefit is equal to or less than $100
Table 6
Step |
Action |
1 |
Proof of payment/account/invoice + Read more ... Claim must be supported by:
Sort claims into date order for each patient. Medicare benefits for fully paid accounts/invoices can only be paid by Electronic Funds Transfer (EFT). If no EFT details are provided or stored in CDMS for the claimant the payment will be ‘held’ until EFT details are provided. |
2 |
Confirm Medicare benefit is less than $100 + Read more ...
If the Medicare benefit is less than $100 (for all patients for one Medicare card number), the claim can be processed and paid without reference to culled history. Service Officers will need to complete the above steps for each item and DOS in question, to decide each benefit amount and then the total benefit for all items. Is the total Medicare benefit less than $100?
|
3 |
Process claim + Read more ... If the Medicare benefit is less than $100, the claim can be processed and paid. See Table 1 for how to process a Medicare patient claim. |
4 |
Return message GT-2YR + Read more ... The return message GT-2YR will display for claims with a date of service greater than 2 years, 6-REJ/PEND is also displayed.
|
5 |
Assessing and finalising the claim + Read more ... Review and apply assessing restrictions by following warning messages.
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Late lodgement of patient claim - date of service more than 2-5 years ago Medicare benefit is more than $100
Table 7
Step |
Action |
1 |
Proof of payment/account/invoice + Read more ... Claim must be supported by:
Sort claims into date order for each patient. Medicare benefits for fully paid accounts/invoices can only be paid by Electronic Funds Transfer (EFT). If no EFT details are provided or stored in CDMS for the claimant, the payment will be ‘held’ until EFT details are provided Check the patient history to decide if the claim has been processed after the cull history date. Is there evidence of a duplicate payment on the history?
|
2 |
Culled history date + Read more ... Check the patient history to decide the date the patients Medicare history was culled.
The Cull history line indicates the date the patients Medicare history was culled. This is displayed against the patient’s name, CULL, and the date. Medicare mainframe system maintains about 2 years of claimed treatment history. Does the claim have a date of service after or before the cull history date?
|
3 |
Claims with date of service after the culled history date + Read more .. If there is no evidence of a duplicate payment on the history, the claim can be processed and paid. See Table 1. |
4 |
Return message GT-2YR + Read more ... The return message GT-2YR will display for claims with a date of service greater than 2 years before, 6-REJ/PEND is also displayed.
|
5 |
Assessing and finalising the claim + Read more ... Review and apply assessing restrictions by following warning messages.
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6 |
Claims with date of service before the culled history date + Read more ... Search the claims history for each date of service by keying 'DOS/DDMMYY' at the end of the NHSI control line. Where there is no evidence of a duplicate payment already made after the cull history date, the Service Officer can proceed with the claim. Is the Service Officer skilled to process claims over 2 years old and have access to use SAS Portal?
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7 |
Changing proficiency level on a work item in PaNDA + Read more ...
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Processing late lodgement of patient claims with a date of service 2-5 years ago requiring SAS report
Table 8: this table is for Service Officers who have access to the SAS Information Delivery Portal
Step |
Action |
1 |
Proof of payment/account/invoice + Read more ... Make sure all relevant paperwork has been received - claim form, accounts/invoices and corresponding receipts if needed. |
2 |
Obtain PIN number of each patient + Read more ...
|
3 |
Generate a 2- 5 years claims history report + Read more ... Access the SAS Information Delivery Portal, and:
Service Officers need to save a copy of the report and attach it to the PaNDA work item. |
4 |
Check accounts/invoices against claims history + Read more ... Verify accounts/invoices:
Anaesthetic services displayed on the SAS Patient history report may not show all item numbers. |
5 |
Go to the claims processing screen + Read more ... Using the details on the Medicare claim form (MS014):
Follow the prompts:
Confirming address:
|
6 |
Confirm EFT details and EFT statement + Read more ... Key one of the following values in the EFT field:
Key 'P' in the STM field to issue a statement to the claimant. |
7 |
Date of lodgement + Read more ...
The date of lodgement is the date Services Australia received the claim. |
8 |
Keying the claim details + Read more ... Keying claim details that have been previously paid When services appear on SAS history report and there is no notation to indicate a second service is payable:
Keying claim details where restrictive items have been previously paid Where restrictive services appear on SAS history report and there is no notation to indicate a second service is payable:
Keying claim details that have not been previously paid Where services are not appearing on SAS history, the Medicare benefit is payable. See Table 1. The return message GT-2YR will display for claims with a date of service greater than 2 years, 6-REJ/PEND is also displayed.
|
9 |
Assessing and finalising the claim and work item + Read more ...
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Late lodgement of patient claim with date of service more than 5-7 years ago
Table 9
Step |
Action |
1 |
Proof of payment/account/invoice + Read more ... Claim must be supported by:
Service Officers should pay any claim under 2 years old. Claims between 2-5 years should be processed and paid before escalating. Add a note to the work item in PaNDA to indicate what services the Service Officer has processed and that the item will be re-categorised to over 5 years. Medicare benefits for fully paid accounts/invoices can only be paid by Electronic Funds Transfer (EFT). If no EFT details are provided or stored in CDMS for the claimant, the payment will be ‘held’ until EFT details are provided. |
2 |
Re-categorise work item in PaNDA + Read more ... Select the Reassign button. Users may be prompted to enter additional work item details. If so, enter as per standard process for the work type being re-categorised and press Reassign again.
The work item will then be processed in date of lodgement order. |
Assessing process for late lodgement of patient claims with a date of service over 5 years ago
Table 10
Step |
Action |
1 |
Check accounts/invoices + Read more ... Check all accounts/invoices and receipts are sorted into order with earliest date to latest date for each patient. Enter all services in mainframe and then key and pend the claim (NPND) See Table 1. |
2 |
Obtain the pin number of each patient + Read more ...
|
3 |
Access the SAS Information Delivery Portal + Read more ...
|
4 |
Request culled history + Read more ...
Feedback will be displayed in a new window.
The system will display the confirmation page with the Request and Report date available. To make sure no time restrictions, the time range requested must reflect the time dependency of the item claimed. For example, item 2715 can only be claimed once every 12 months. The report needs to cover the 12 months before and post item being claimed. Culled history report may take up to 3 weeks before being assessable. Culled history can only be viewed when the report is available. Once the claims history report has been requested, the Service Officer should add a note to the work item stating that the report has been requested, the date range requested, and the estimated available date. Once this has been done, the Service Officer should Pend the work item to themselves:
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5 |
Second culled history request + Read more ... If the situation occurs where a second report is requested for the same patient within the same 2 week cycle, the system will not allow Service Officers to proceed.
The system will then state Request Removed and a new report can be re-ordered within an expanded date range to include all dates of service for the relevant claim/s. |
6 |
Report available + Read more ... On the date the report is available:
|
7 |
Download report + Read more ...
This will narrow down reports produced to only include the patient being actioned and not all available reports requested by the Service Officer. If the report does not appear, make sure the date range is correct. The system will only display a date range 2 weeks from the current date. If the report was ordered before the 2 weeks, expand the date range to include the date the report was ordered. |
8 |
Search result + Read more ... All available reports matching the search criteria will be listed in the new window.
The system will email all reports displayed on this page to the requesting Service Officers email address. Reports are only accessible by the original requestor. If no report is available, check the View Requests tab and enter the customers PIN to check if a report has been ordered. |
9 |
Recall keyed claims over 5 years from date of service + Read more ... Recall claim from pend
|
10 |
Update claim + Read more ... Claims previously paid Where services appear on SAS history report and there is no notation to indicate a second service is payable:
Claims over 7 years can be keyed and rejected with RSN 162. Claims where restrictive items have been previously paid. Where restrictive services appear on SAS history report and there is no notation to indicate a second service is payable:
Claims not previously paid Where services are not appearing on SAS history then the benefit is payable.
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11 |
Assessing and finalising the claim + Read more ...
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Service Officer – requesting a manual EFT payment
Table 11: for Service Officers who have received appropriate training and granted access to the relevant folders.
Step |
Action |
1 |
Check if claims for 7 years from date of service have been previously paid + Read more ... Decide from SAS (culled history report) the service(s) was not previously paid. |
2 |
Check QITI + Read more ... Log on to Mainframe:
Check all assessing rules, as these must be manually calculated. Assessing rules may have changed from the date of service to the date of claim. Some assessing rules are not retroactive. |
3 |
Confirm Bank Account Details + Read more ... View CDMS (for Claimants) to confirm valid bank account details are stored. Are valid bank account details stored?
|
4 |
Valid Bank details not stored + Read more ... Complete the following:
Has the claimant given bank account details?
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5 |
Manual statement of benefit + Read more ... Complete the Your statement of Medicare Benefits template (Z2261). Complete the statement of benefits table with the following details: Addressee and Signatory tab
Benefits details tab For each separate item and DOS:
If multiple service rules (MSR) apply, manually calculate the correct schedule fees and benefits. Enter the correct schedule fee and benefit amounts on the manual statement. Notional charges where the Multiple Operation Rule (MOR) has been applied, these must be keyed for the first item only, along with the total derived schedule fee and total benefit amounts. The rest of the related MBS Items will have a ‘0’ value for charge, schedule fee and benefit. See the Resources for multiple processing rules and adjacent statement of benefit reason (RSN) codes to decide the reason code to be included in the Z2261.
There are also Remove and Edit Information buttons in the Z2261 template if a line needs to be amended or removed. Once all items have been keyed correctly:
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6 |
Complete Manual EFT Payment Request form and add Comments to CDMS + Read more ... Open the Manual EFT Payment Request form (PP048) template and complete the relevant fields. Make sure the completed Manual EFT payment Request form is saved as a PDF as it is an interactive form. Service Officers will need to do this by selecting ‘Print,’ then changing the Printer to 'Microsoft Print to PDF'.
The state codes are as follows:
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7 |
Complete Vendor Request Template + Read more ... The Vendor Request Template is on the National MPS drive: The templates are weekly, so add the details to the form for the current week. If the template is marked as closed, meaning it has already been sent for payment/ Add the details to the template dated for the following week. Note:
See the Resources page for How to update vendor request spreadsheet for creation of MBS vendors. |
8 |
Complete Payment Run Request template + Read more ... The Payment Run Request Template on the National MPS drive: The templates are weekly, so add the details to the form for the current week, which should be the same period as the Vendor Request template the details were added to. If the template is marked as closed, meaning it has already been sent for payment, add the details to the template dated for the following week. See Resources for how to update the Payment run spreadsheet for creation of MBS Payments. |
9 |
Forward to Claims and Assessing Team Leader + Read more ... Once all forms and templates have been completed:
|
10 |
Action after payment has been made + Read more ... When the payment by the RBA has been confirmed, the Team Leader will contact the requesting Service Officer to tell them to add updated comments to PaNDA and CDMS indicating payment has been made and the statement sent. The process for the Service Officer ends here. |
Claims and Assessing Team Leader (TL) – managing requests for manual EFT payments
Table 12
Step |
Action |
1 |
Check the Vendor Request Template and Payment Run Request Template + Read more ... The Team leader checks the Vendor Request Template, which is on the National MPS drive: Make sure the template complies with the following rules:
Make sure the template has been completed correctly so all the details match the related Manual EFT Payment request forms. See the Resources page for details to update vendor request spreadsheet for creation of MBS vendors. The Team Leader also checks the Payment Run Request Template, which is on the National MPS drive: See Resources for how to update the Payment run spreadsheet for creation of MBS Payments. |
2 |
Check Manual EFT Payment Request Forms + Read more ... Complete the following checks for each entry on the templates:
|
3 |
Forward Vendor Request and Payment run request templates + Read more ... Once per week, after the Team Leader has checked the templates, they email copies of both templates to Provider Services. |
4 |
Action after payment has been made + Read more ... When the payment by the RBA has been confirmed by the Team Leader, they:
|
5 |
Save remittance advice + Read more ... Save the remittance advice on the National MPS drive: |
Checking Officer – managing requests for manual EFT payments
Table 13
Step |
Action |
1 |
Obtain a vendor maintenance number + Read more ... To obtain a vendor maintenance number, forward the vendor request template from the Provider Services email box with subject heading ‘Patient claim payments - Vendor requests - Medicare Provider Services’ to the Accounting Operations (AO) team. The AO team will create a new vendor maintenance number. The spreadsheet will be updated with the new vendor number and returned to the requesting officer. |
2 |
Complete Payment Run Request Template + Read more ... When the Vendor maintenance number has been received, access the Payment Run Request Template, and complete the following field: |
3 |
Obtain delegate approval for payment + Read more ... Once the template has been completed, delegate approval is needed before payment can be made. Add the total amount of benefits to be paid. Email the template to the appropriate delegate from the Provider Services email box with the subject line and body of the email as follows:
|
4 |
Forward payment run request template + Read more ... Once approval is received by the delegate, email the request template to:
Use the following details for the subject line and body of the email:
|
5 |
Returned Payment Run Request Template + Read more ... Accounting Operations will email once payment has been processed and released to the RBA. Once confirmation of the payment has been received, email MPS Claims and Assessing Team Leaders with the following:
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How to issue a duplicate statement of benefit
Table 14
Step |
Action |
1 |
Identity the claim details + Read more ...
If a Latter Day Adjustment (LDA) has been undertaken or the claim is for an amount over $9,999.00, duplicate statements cannot be issued. See Table 15 to issue a manual statement of benefit. The date of processing of the claim is needed for issuing a duplicate statement of benefit. |
2 |
Check group contact + Read more ... Is the patient/claimant requesting the duplicate statement the group contact?
|
3 |
Update contact before issue statement of benefit + Read more ...
If the person requesting the duplicate statement is not the group contact (for example, a business organisation is the claimant):
|
4 |
Confirm service details + Read more ... Check the NDSI screen:
Is the statement displaying with the correct processing date, patient, and health professional?
|
5 |
Multiple claims processed on the same day or within 30 days of the date of processing + Read more ... If multiple claims are processed on the one day, the system lists a separate statement for each health professional. Use the [F2] and [F3] keys to move from statement to statement until the needed one is located. |
6 |
Multiple Services from the health professional on the statement + Read more ... Each screen displays up to 8 services. If there are more than 8 services, use [F7] and [F8] function keys to view all the services for that health professional. |
7 |
Print Statement + Read more ... In control line, over-type 'I' with either 'P' to post or 'M' to print statement in a service centre. Press [Enter]. When printing statement on site, an additional screen will present and the Service Officer will need to press [Ctrl] + [Alt] + [P]. |
How to issue a manual statement of benefit
Table 15
Step |
Action |
1 |
Check details of the services to be included in the manual statement of benefit (Z2261) + Read more ...
Are there any adjustment codes (888 or 816)?
|
2 |
List of adjustments + Read more ... Change control line to NHSI, Medicare number, patient name or IRN,ADJ/PC. The NHSI screen shows all the adjusted payments including original and revised lines. The Service Officer must check each claim/ adjustment to be included on the manual statement. |
3 |
Prepare a manual statement of benefits + Read more ...
Note:
|
4 |
Continue with the Benefits Details tab + Read more ... For each claim to be included on the statement, select Benefits Details tab, and then for each individual item and service:
Service Officers must:
Any previous assessing RSN codes will be overwritten if a Latter Day Adjustment has been actioned. See Charges $10,000 or more (greater than $999.99) for Medicare patient claims. |
5 |
Multiple Operation Rules (MOR) and Multiple Service Rules (MSR) + Read more ... The reason code will generally display in mainframe. However, if an adjustment has been made where the MOR or MSR rule(s) have been applied, the original code will not display. The Service Officer will need to check the MOR/MSR and identify the reason code to be used in the letter. Press [Shift] + [F4] on history screen to find out if an MOR and/or MSR has been applied. Has a MOR and/or MSR been applied?
|
6 |
Decide the corresponding reason code to be included in the Z2261 + Read more ... See the Resources page for multiple processing rules and adjacent statement of benefit reason (RSN) codes to decide the reason code to be included in the Z2261. See Indicators, codes, modifiers and control lines for claims processing in Medicare for more details. |
7 |
Continue with the Benefits Details tab + Read more ...
Do not refer to the QITI for schedule fees as there may be derived fees for operations with more than one item, or where there have been multiple services performed, and multiple service rules such as the Multiple Operation Rule (MOR) or Diagnostic Imaging Multiple Service Rule (DIMSR) have applied. Notional charges must be placed for the first item only with the derived schedule fee and benefit where the MOR has been applied. The rest of the MBS Items will have a ‘0’ value for charge, schedule fee and benefit. If there are any remaining items, enter them individually and add to the statement. There are also REMOVE and Edit Information buttons in the Z2261 template. |
8 |
Quality assurance + Read more ... Service Officers in telephony Service Officers in telephony must follow the quality assurance process before mailing out the manual statement of benefit to the customer. See Quality assurance and quality checking for external mail in Medicare Service Officers in Services Australia service centres Service Officers in service centres should follow their branch quality assurance process before handing out the manual statement of benefit to the customer. See Quality assurance and quality checking for external mail in Medicare. |
9 |
Upload a copy of the manual statement of benefits to PaNDA and update comments + Read more ... Service Officers are to upload a copy of the manual statement of benefit and attach it to the PaNDA work item. Add a processing comment in PaNDA. |
10 |
Record comments in Consumer Directory Maintenance System (CDMS) + Read more ... Record a comment against the claimant advising that a manual statement of benefit has been issued by:
For example - "Manual statement of benefit issued for DOS DD/MM/YY patient FULL NAME." |
Permanent address change during claim processing
Table 16
Step |
Action |
1 |
Address changed and claim documentation was returned to claimant + Read more ... Service Officers must keep:
|
2 |
Address changed and claim documentation kept in Service Officers batch work + Read more ... Service Officers must keep the new address details in the CDMS. The claim documentation held in the batch work is a sufficient audit trail of address changes. |
3 |
Reason for reversal was incorrect claimant card number + Read more ... The exception if a permanent address change is reversed during claims processing is when the reason for reversal was incorrect claimant card number. If this occurs, Service Officers must:
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