Office of Hearing Services Online Portal User Guide
Contents
1. Client Status Draft this indicates the client has aj draft application that requires finalisation and that the client is unlinked Once consent is given and you have linked the client you will be able to update the draft application If it has been more than 12 weeks since the draft application was lodged eligibility will be rechecked by the system if you have the client s consent to make the transfer or to link them to you then click confirm Eosescossosscesesoosossocesesssosssesesoosoosooseososossosessessossossosesssesesesceoseosossosesscosocoseesscososeosessssssessoessesossosossoseseose Step 1 Tick the box to confirm the client has provided consent and this has been documented in writing on the client file Step 2 Click Office Of Hearing Services July 2015 Page 33 of 44 5 3 Client Consent transfer from another provider To transfer a client from another provider and access their records you must confirm consent has been provided and documented Transfer Client This chent has not yet gwen permessuon for you to see this record Our records also mobcate that the chent has an esusiueg relaiponshap with another serica provider To continue pease ask the cleant to consent to share their information and to request a transfer to your sarace and then cartihy below Transfer to Hearing WAYNE ENTERPRISES PTY LTD Sernaces Prowder Reason for transfer confirm have the client s consen2. Read the information and click fein to return to the homepage What Next lf you believe this is incorrect you may wish to re enter the information and re check the client s eligibility If the client s circumstances change they may become eligible In this case the client is welcome to apply again for hearing services Whilst the client may not be eligible for the program other services may be available Home gt Eligibility for Hearing Services gt Factsheets and Forms gt Factsheets about the Hearing Services Program Direct link to I m not eligible where can find help If you require assistance please email hearing health gov au or call 1800 500 726 Office Of Hearing Services July 2015 Page 18 of 44 2 4 Tell us how to contact you lf a client is eligible for the program the following screen will display Check your aligibility Tall us het to contitt you Gola medical comificate Step i Tell us how to contact you The gepbecant ia eligible bo iecere baang micat bhieugh lhe megam mandatcey Dads What we know about the applicant so far from Step 1 Applicant Details My teat test TEST Te 1 ed Canirelink Pancione Comcassion Cand POC ITHE Step 2 How do we contact the applicant Address 1 Address 2 Suburb Slate Please Select Posicode Address checke ri We need io check your address s0 we can process your applcalen quickly Contact Phone 1 Please Select a n a r Conta
3. Hearing Services Online HSO Portal User Guide SP Site Office Of Hearing Services July 2015 Page 1 of 44 1 Introduction About The Hearing Services Program What Is The Online Portal About This Guide Obtaining services through the program Hints for using the online portal What can you do in the online portal 1 1 1 1 2 1 3 1 4 1 5 2 2 1 2 2 2 2 2 3 2 4 2 4 2 9 2 6 2 3 Account set up and login Office of Hearing Services Homepage AUSkey Login Site selection Terms and Conditions Landing Page New application Landing Page Check eligibility Check eligibility continued Check eligibility not eligible Tell us how to contact you Tell us how to contact you continued Application results Application results Application saved draft Application results Being processed pending Update or finalise a draft application Office Of Hearing Services July 2015 ON ON A HR A NMP N N N N l l gt l M A OO N O O WAN ODO OF BPW N O O Page 2 of 44 3 1 3 2 3 3 4 4 1 4 2 3 5 1 5 2 5 3 6 6 1 6 2 fa 7 1 7 2 1 3 7 4 ies Find client Client Consent Finalise the application Amend client details Find client Client details Transfer client Find client Client Consent unlinked client Client Consent transfer from another provider Return voucher Find client Client details Claims Lodging a Manual Claim M
4. Enter the Date of Fitting Step 5 3 Enter the Device Code Step 5 4 Enter the Left Ear and Right Ear 3FAHL value Note Device Benefit information is prefilled where the Device Code is a scheduled device Step 5 5 Enter the Cost to Client if device is a top up Step 5 6 To finalise a manual claim you must certify that the details on the claim form are true and comply with contractual obligations for record keeping Step 5 7 Click Submit to submit your manual claim Note Total Benefit to be Paid and Total Cost of Claimed Item to Client is automatically calculated from the data entered Page 41 of 44 7 3 Manual claim Item 960 Spare Aid As an example this guide spells out the steps involved in claiming Item number 960 Spare Aid Claim Details View Claims History Claim Status New Claim item Number 960 al tem Benefit 68 20 excluding GST GST 0 00 tem Benefit 68 20 including GST Fitting Details Left or Right Ear Left Right Fitting Date of Fitting Day f s Month l Year x Device Code Left Ear 3 FAHL Right Ear 3 FAHL Foritem960 what Day Month Year l is the date the client became monaural certify that the details on this claim form are true and that this claim complies with contractual obligations for record keeping Office Of Hearing Services July 2015 Step 5 1 Select Left or Right Ear Fitting Step 5 2 Enter the Date of Fitti
5. Lh CH ilmianna Earn TEIGE Cae Laat heni Aer Das eo i Henez Ell gia iy Orinle i hi aaa hens fe bea ay ee ky iaa i i Chant Shatue Pijini H aie i hra avd Unguis Ohearatty Service Prowider Reationstip Application amp Medical Practitioner Catala Correspondence leuad Step 1 Click heading to expand this section Step 2 Click oin aim felele to proceed Always check with the client to ensure their details are current Step 3 Click Confirm if the client requires on going hearing services g certify that the client requires ongoing hearing services Confirm Cancel Successful changes indicated via a green message The client s details have been changed Click home to return to the landing page Office Of Hearing Services July 2015 Page 37 of 44 7 Claims Claims History Displaying page 1 records 1 9 of 9 Voucher Item Date of Issue Date number s ervice Date of fitting Date of fitting Left ear Right ear 16 06 2015 ah te wr keai Displaying page 1 records 1 9of9 lt First lt Prev 1 Next gt Last gt gt ven E Office Of Hearing Services July 2015 The Claims History Accordion is available within Client Details This accordion displays the ten most recently processed claims Click AEU Aea to expand the accordion Click MAYAI to display the entire claims history Click Manual Claim to lodge a manual claim thro
6. Office Of Hearing Services July 2015 Page 26 of 44 3 3 Finalise the application Medical Practitioner Details The apphcani must have a medical certehcate from a doctor for this application to be completed and for a voucher to be issued The medical certificate must state the doctors Medicae Provider Number and whether there are any medical contraindications for the fitting of a heanng device if the applicant does not yel have a medical certificate this application will be saved as a draf can be reineved and completed once the applecant has a medical certificale Provider Number Pesse anter Medicare Provider numbe Are there any RA Yes contraindications for tha fitting of a heanng device Ha certty have entered the information as prided by the chent confirm that have sighted the client s medical certificate and placed it on the clients file Step 1 Scroll down to the VfeYelfer 1 i ad leqtidtelay am BY 1r 11k SECTION Step 2 Enter the doctor s Provider Number from the Medical Certificate Step 3 Tick the relevant box to indicate if there are any contraindications for the fitting of a hearing device Step 4 Review the statements and tick the box to indicate certification Step 5 Click the ALITI IELU button to progress Click the Cancel button if you do not wish to proceed Office Of Hearing Services July 2015 Page 27 of 44 4 Amend client details This section describes how
7. 2 select Original Fitting Item Number Note This is the item number you would have claimed if it was a successful fitting Claim items applicable Item 660 650 820 830 770 Step 5 3 Enter Left Ear Date of Fitting Step 5 4 Enter the Left Ear Device Code and 3FAHL value Step 5 5 Enter the Left Ear Cost to Client if applicable Step 5 6 Repeat Steps 5 1 through 5 4 for the Right Ear Step 5 7 To finalise a manual claim you must certify that the details on the claim form are true and comply with contractual obligations for record keeping Step 5 8 Click Submit to submit your manual claim Page 43 of 44 7 5 Search for manual claims Check status of manual claim You can check the status of manual claims that you have made though the Manual Claims Accordion Manual Claims Status Practitioner Number Site ld Date Of Service and tem Number Please Select Enter the practitioner number Enter the site ID Day 7 Month Day B Month Enter the tem number Find Clear Office Of Hearing Services July 2015 Step 1 Click the green WWElTEIRe Er heading to expand the section Step 2 Enter one or more pieces of data to begin the search Step 3 Click iit A new page will display any results related to your search data Page 44 of 44
8. Benefit Office Of Hearing Services July 2015 Step 4 Enter the Item Number Note The Item Benefit amount will be prefilled Depending on the Item Number you are claiming there may be some dynamic fields which will display within HSO You will need to complete all mandatory fields marked with an asterisk Step 5 Refer to claim examples 7 2 Item 655 7 3 Item 960 7 4 Item 2 Step 6 Once details of the claim have been completed you should receive a message The manual claim has been submitted Alternatively you may receive This claim item does not meet all the necessary pre requisites and will be manually assessed by the Office of Hearing Services Page 40 of 44 7 2 Manual claim Item 655 Initial fitting and rehabilitation ALD As an example this guide spells out the steps involved in claiming Item number 655 Initial fitting and rehabilitiation services Claim Details View Claims History Claim Status New Claim tem Number 655 gt tem Benefit 167 95 excluding GST GST 0 00 tem Benefit 167 95 including GST Fitting Details Date of Fitting Day Month lel Year Device Code Left Ear 3 FAHL Right Ear 3 FAHL _ I certify that the details on this claim form are true and that this claim complies with contractual obligations for record keeping Office Of Hearing Services July 2015 Step 5 1 Select Item Number from the drop down Step 5 2
9. SP Site role access assigned to them This version is current as at July 2015 The screenshots of the website and portal are used throughout this guide in order to help navigate the portal These screenshots provide a visual representation of the page look and feel and may vary slightly due to ongoing updates For further information visit www hearingservices gov au email hearing health gov au or call 1800 500 726 Office Of Hearing Services July 2015 Page 4 of 44 Obtaining services through the program This provides an overview of different ways clients can apply forthe program You may wish to walk your clients through this Pathway 2 Pathway 1 Pathway 3 Ci Doctor Service Application Y Hearing Hearing Provider Complete Test Services My Doctor tells I visit a Service My application I see a hearing can access me aboutthe Provider An is complete professional to hearing Program and application is receive my have my services completesthe lodgedthrough om client hearingtested j Medical the portal on information and discuss Certificate my behalf my options Program Voucher El Doctor service Application amp Hearing Hearing Info Application Provider Complete Test Services hear about check my visit a Doctor l visit the My application visit a hearing can access the Hearing eligibility and e g my GP is complete professional to hearing Services ft who completes Provide
10. all Apply for Program Find a client or applicant For Professionals All fields are mandatory for clients that are not yours Eligibility Number Voucher Number Given Name Family Name Date of Birth Site ID Please only select this box if the client is a Disability Employment Service client Voucher number Centrelink DVA ADF JSID n Day Month e 1945 x This is the site id number Yes About the Program NEWS For current updates and information on all system outages please refer to the What s New page on our website All enquiries and complaints relating to the Hearing Services Program can be made by telephone to 1800 500 726 between 8 30am to 5pm AEST or by email to hearing health gov au gt Publicati ons A A Step 1 Click the green heading to expand the section Step 2 Enter the client s Eligibility Number This is the reference number on the client s entitlement card Step 3 Enter the client s Given Name Step 4 Enter the client s Family Name Step 5 Enter the client s Date of Birth Step 6 Tick the box if the client is eligible for Disability Employment Services Step 7 Click E Office Of Hearing Services July 2015 Page 36 of 44 6 2 Client details diei Communipaione Wee Va RAptibrj a ii a Ce FEN vrerin Hetis EREN HAAN Garre pija Priene r aH Pipe niemeen in Fa ani a Gibei meae Ju EDAEN Lan Fiteg l P
11. details ready when you call Office Of Hearing Services July 2015 Step 5 Enter the clients Family Name This must be the same name and spelling as shown on the client s entitlement card or it may result in not eligible Step 6 Enter the client s Date of Birth Step 7 Select the client s Gender from the drop down menu Step 8 Read Authorisation and Privacy Advice aloud to the client lf happy to proceed go to Step 9 lf not happy to proceed click Cancel This cancels the application client details will not be saved Step 9 Click e aA KA eli Client eligibility displays at the top of the page The most common are Eligible e Existing draft application found o Pending application found o Not eligible Page 17 of 44 2 3 Check eligibility not eligible lf a client has been found not eligible for the program the following screen will display Home gt How to Apply gt Check eligibility gt Apply gt Arrange your hearing sernices Qur records show that you are not eligible for the program at present If you believe that this is incorrect you may want to re enter your information and re check your eligibility Whilst you may not be eligible for the Hearing Serices Program other services are available I m not eligible where else can get help If you need help please email hearing health gov au or call 1800 500 726 If you have a concession card please have it ready when you call
12. e Click the green heading to expand the section For Everyone For Professionals About the Program Open all Close all e ws Step 2 aeee Enter the client s Eligibility Number New page on our website i i 5 1 Find a client or applicant ee a ee This is the reference number on the client s entitlement card Hearing Services Program can be made by All fields are mandatory for clients that are not yours nip ron ome aay Step 3 hearing health gov au E Vorher murnber Centrelink DVA ADF JSID n e Enter the client s Given Name Given Name Family Name Step 4 Date of Birth Day Month x 1945 E Enter the client s Family Name Site ID This is the site id number Please only select this Yes Step 9 box if the client is a eee e Enter the client s Date of Birth k Clear Step 6 Tick the box if the client is eligible for Disability Employment Services Step 7 Click Ei Office Of Hearing Services July 2015 Page 25 of 44 3 2 Client Consent To establish a relationship with a client not linked to your site account and access their records you must confirm you have obtained client consent to check eligibility and manage their details For Everyone For Professionals About the Program Home gt Client consent Client Consent Client Details Eligibility Number 304596969K Name LIME ABARTH Date of Birth 10 09 1953 Client Status Draft This client has not yet
13. fields for date month and year for example 15 Sept 1933 Select the date using Date of Birth Day we Month E i the day month and year fields Gender Please Select sl Applicant s consent to share information Please read the following advice to the applicant and obtain their verbal agreement before proceeding to the next page Authorisation and Privacy Advice Your personal information is protected by law including the Pnvacy Act 1988 and is being collected by the Australian Government Department of Health for the purposes of determining eligibility for and administering the Hearing Services Program If you do not provide this information then the Department of Health will not be able to provide you with hearing services under the program You can get more information about the way in which the Department of Health will manage your personal information including our privacy policy By clicking the button below you are consenting to and authorising the Department of Health to collect store and disclose your information including personal information By clicking the Check eligibility button below you declare that you have provided the applicant with the Department s Authorisation and Privacy above and that the applicant authorises the Department to store their personal information and disclose it to other organisations lf you need help please email hearing health gov au or call 1800 500 726 Please have the applicant s
14. relationship between your account and the client There are a number of potential outcomes of this function including Pending application the client s eligibility was not able to be confirmed and requires manual follow up from the Office Draft application the client has been found eligible but needs to complete a Medical Certificate to finalise the process Existing application the client already has an existing voucher Vouchered the client is eligible and a Medical Certificate completed they have been issued with an electronic voucher Landing Page Check eligibility Check eligibility not Tell us how to contact eligible you Application results Application results Application results Application saved draft being processed pending Office Of Hearing Services July 2015 Page 14 of 44 2 1 Landing Page k id Australian Government SARAN E CI Ss a Rw Department of Health Hearin g Services P rogram Text size A A A For Everyone For Professionals About the Program Open all Close all gt Client NEWS gt Manual Claims For current updates and information on all system outages please refer to the What s New page on our website All enquiries and complaints relating to the Hearing Services Program can be made by telephone to 1800 500 726 between 8 30am to 5pm AEST or by email to hearing health gov_au gt Publications Office Of Hearing S
15. to amend details for a client linked to your business To access the records of a client not linked to your business see section 5 Transfer Client When you amend client details the client will be automatically linked to the site account you have used to login This will not occur if you are logged in as a non service site in which case the client site relationship will not change Find client Client details Office Of Hearing Services July 2015 Page 28 of 44 4 1 Find client For Everyone For Professionals About the Program Text size A A A Home Open all Close all Apply for Program Find a client or applicant All fields are mandatory for clients that are not yours Eligibility Number Voucher number Centrelink DVA ADF JSID r Voucher Number Given Name Family Name Date of Birth Site ID Please only select this box if the client is a Disability Employment Service client Day x Month This is the site id number li Yes 1945 z For current updates and information on all system outages please refer to the What s New page on our website All enquiries and complaints relating to the Hearing Services Program can be made by telephone to 1800 500 726 between 8 30am to 5pm AEST or by email to hearing health gov au gt Publications Step 1 Click the green heading to expand the section Step 2 Enter the client s Eligibility Numbe
16. anual claim Item 655 Initial fitting and rehabilitation ALD Manual claim Item 960 Spare Aid Manual claim Item 2 Aid returned for credit Binaural search for manual claims Check status of manual claim Office Of Hearing Services July 2015 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 41 42 43 44 Page 3 of 44 1 Introduction About The Hearing Services Program The Office of Hearing Services the Office manages the Australian Government Hearing Services Program the program which provides eligible people with access to a range of hearing services including o A comprehensive hearing assessment Hearing rehabilitation services including information and support A wide range of quality free to client hearing devices made by leading manufacturers An optional annual maintenance agreement so that client can receive repairs and batteries to support their hearing device for a small fee What Is The Online Portal The Online Portal the portal is a system that can be accessed through the Office website and provides a quick and easy way to Check your clien s eligibility for the program Apply for a new voucher or process a return voucher on behalf of a client e View and update client details e Manage the site details for your business About This Guide There are two portal user guides for service providers SP Admin SP Manager and SP Site user roles This Guide is for Service Providers with
17. ct Phoma 2 Please Seisei Tel us a litte more about the applicant be aaplicant a recidand Wea of on aged cane facdity l applrcant of Veo Abonginal organ Is applicant of Torres Wes Strait kalander sng Does applicant speak u eevee ol Feet Ih English at home p he ageplecant hav Y Karnata enntact See a hearing sereices provider Help Addiers Enter ihe chari o addreds dhala and Check address BE we cannot match the address you wall Ihen ec a list of addresses Select the conei address F you do not sep the comect addnss in ihe k i you can choose lo Wee addreas aa entered or Change address Abernate comiat E lhe chert would like to pror de another commct for example a famiy member beck Chia box and ariar the ahemate Contact dials Correspondence preferences This i how wer wall sored the client information aboard hear q dereced you select email you will need io enter ihe cChent s emal address F you satect post you will ba asked if it is the sama g3 lhe Chen s regedential address whore they tren H Aia net the game aa the ademi addresa where they lea uncheck the boi You val ihan hma the option te enter arnika aitkoss Provider number Emis the doctors prover namiar Contraintkications Enbar any delals from ihe chont s mecical cortdcate regarding rantraandin abana Office Of Hearing Services July 2015 Enter their contact information to continue the application Step 1 Enter th
18. e client s address and click 61 10 Ye fo KIS lf the system cannot directly match the address as entered it will display a list of similar addresses in a new window You can e select an address from the new window e change the address e use the address as you entered it Confirm client address to ensure they receive correspondence Step 2 Select tyoe of number from the drop down list and enter client Contact Phone number in the space provided You can add a second contact number Step 3 Tick the box if the client is a resident of an aged care facility Step 4 Tick the box if the client identifies as being of Aboriginal origin Step 5 Tick the box if the client identifies as being of Torres Strait Island origin Steps 3 5 are not mandatory Page 19 of 44 2 4 Tell us how to contact you continued a r Ge eld apg Cosi eta Ted site s lt A Ai E 3 a Check pour sigib Taj ga hra jo cee y Tr a maica cetie Set a hemin sericea praa Step 2 Tell us how to contact you Bat Wei BUD pl appari piian ey es Oe GO PU ee a A ee o ae paga Cee amendi deeds ana dk an the Proctes Antibo puter Confer your details hare re cir Por the Bing of hein oie Bin PY pated ga yd Se eo De ie cel ed a Pi ee ed ea pele a ee ee pd E Se coo RE Office Of Hearing Services July 2015 Step 6 lf the client speaks a language other than English at home tick the box and select language from the drop down list lf more than one language s
19. efer to the What s New page on our website i F 5 1 All sive and complaints relating to the This IS the reference number on the client S entitlement card Hearing Services Program can be made by telephone to 1800 500 726 between 8 30am to All fields are mandatory for clients that are not yours 5pm AEST or by email to Step 3 hearing health gov au Voucher Number Leoneen e A AD S Enter the client s Given Name gt Publications cman l Step 4 Family Name E o o Date of Birth Day Month x 1945 E e Enter the client s Family Name Site ID This is the site id number Please only select this Yes Step 5 aly Employer e Enter the client s Date of Birth Step 6 o Tick the box if the client is eligible for Disability Employment Services Step 7 Click E s Office Of Hearing Services July 2015 Page 32 of 44 5 2 Client Consent unlinked client To establish a relationship with an unlinked client you must confirm their consent to check eligibility and manage their details Client records must be linked to a hearing services provider in order for a client to access the program and hearing services devices Home gt Transfer client Client Consent Client Details Eligibility Number 304532269T Name AZURE ABADAL Date of Bith 22 05 1936 Client Status Eligible voucher issued The client s current ACTIVE HEARING PTY LTD Hearing Services UNIT 4 660 LORIMER STREET Provider
20. efore you can login you must have accepted an email invite to access the portal and will require your AUSkey Authentication Service tate Aalst ee el a Login Department of Health Australian Government You have been cedeerted Io the Gonmei Awthenhcaton Sernsce Pree panics reep Ghat you ely youre uen pos Credential Tha miami an on yee Credenti wall ke refereed to Lhe Agency eth ees yoo ore dices Dornan Maas te po Creer and enter por piimad Select G John 11 60 000 6 ohn Cate 2 eee See Le CONTINUE 5 CANCEL amp Office Of Hearing Services July 2015 Step 1 Select your AUSkey from the drop down list There may be more than one user registered to your business and accessing the portal from the same computer as you Some users may also have different profiles for different businesses Ensure you select the correct AUSkey profile from the list Step 2 Enter your AUSkey Password Step 3 Click to access the secure landing page For all AUSkey related queries and assistance 1300 AUSKEY 1300 287 539 or www auskey abr gov au Page 10 of 44 1 3 Site selection Home gt Terms and conditions HSO Terms and Conditions To select your site you can use the search bar and type in the suburb or postcode of the site you are looking for and click find Suburb postcode 5 H li i R n tate Trading a Status Site ID Sub
21. ervices July 2015 Step 1 Click the green heading to expand the section Step 2 Click oJ olho deS LE lis Page 15 of 44 2 2 Check eligibility Checking and confirming eligibility for the program is the first step in submitting an application on behalf of the client Hearing Services Program Check your eligibility Tell us how to contact you Get a medical certificate See a hearing services provider Check your eligibility mandatory fields Help Check a person s eligibility for the Hearing Services ee ee Program your eligibility card For example Centrelink grar Pensioner Concession Card DWA gold or Eligibility Type Centrelink Pensioner Concession Card Peca shie cad Make sure that you enter the number exacthy Eligibility mumber Centrelink DWA ADF JSID muanmber numbers contain letters as well Tite Please Select H Given name Enter your first manne Given Name Family name Enter your last name or Surname Date of birth Dates are split into three Famihy Name separate fields for date month and year for example 15 Sept 1533 Select the date using Date of Birth Day fel Month fe 145 STS TLEL UGTA SET tet Gender Please Select E Applicant s consent to share information Please read the following advice to the applicant and obtain their verbal agreement before proceeding to the nest Page Authorisation and Privacy Advice Your personal information is protected by law includin
22. essages F5 back button and refresh icon Home Icon link Open All Close All Hearing Services Program logo Mandatory fields are marked with an asterisk These fields need to be completed in order to progress to the next screen Dates are split into three separate fields for date month year for example 15 Sept 2013 Error messages will appear if information in a field is missing or incorrect F5 the back button and the refresh icons do not work in the online portal The home icon and Home link appear in the top left corner when you are logged into the portal Clicking either of these should always return you to the portal landing page If you leave the portal and go to the public website the Home link will take you to the website home page and the home icon will take you to your portal landing page Open All opens all accordions expandable sections on pages in the online portal Close All closes all accordions expandable sections on pages in the online portal Clicking the Hearing Services Program logo on the top right hand corner will take you to the website homepage Office Of Hearing Services July 2015 Page 6 of 44 What can you do in the online portal As a Service Provider you have access to a range of functions in the online portal To access these functions you will need the appropriate role s assigned to your user profile A single user can have multiple roles assigned to them For further informa
23. g the Pnvecy Act 7988 and is being collected by the Australian Govemment Department of Health for the purposes of determining eligibility for and administering the Hearing Services Program Office Of Hearing Services July 2015 Text size A AJA Step 1 Select the client s Eligibility Type from the dropdown menu This is the concession or service entitlement the client holds Step 2 Enter the clients Eligibility Number This is the reference number on the client s entitlement card Step 3 Enter the client s Given Name This must be the same name and spelling as shown on the client s entitlement card or it may result in not eligible Step 4 Enter the client s Middle Name Not a mandatory field Page 16 of 44 2 2 Check eligibility continued Check your eligibility mandatory fiekis Help Check a person s eligibility for the Hearing Services EERE gern eer our eligibility card For example Centrelink Program A i hE TR Pensioner Concession Card DVA goki or Eligibility Type Centrelink Pensioner Concession Card PCCf white card Make sure that you enter the number exactly as it appears Note that some eligibility numbers contain letters as well Eligibility number Centrelink DVA ADF JSID number Title Please Select Given name Enter your first name Given Name Family name Enter your last name or sumame Middle Name Date of birth Dates are split into three Family Name separate
24. given permission for you to see this record To continue please ask the client to consent to share their information and certify below l confirm have the client s consent and authorisation to view and manage their details for the purpose of administering the Hearing Services Program Help Transfer Client You can create a relationship with an unlinked client or transfer a client relationship from another provider to yourself You can only transfer a client from another provider if the client is present or you have written authority from the client to perform a transfer When you transfer a client they will be linked to the site you are logged in under Unless you are logged in under a non sericing site in which case they will be linked to you as a service provider and will not have a site relationship Client Status Draft this indicates the client has a draft application that requires finalisation and that the client is unlinked Once consent is given and you have linked the client you will be able to update the draft application If it has been more than 12 weeks since the draft application was lodged eligibility will be rechecked by the system If you have the client s consent to make the transfer or to link them to you then click confirm Text size A A A Step 1 Tick the box to confirm the client has provided consent and this has been documented in writing on the client file Step 2 Click
25. ig PORT MELBOURNE VIC 3207 Transfer Client This client has not yet given permission for you to see this record Our records also indicate that the client has an existing relationship with another service provider To continue please ask the client to consent to share their information and to request a transfer to your service and then certify below Transfer to Hearing AUSTRALIAN HEARING SERVICES Services Provider Reason for transfer Please Select l confirm have the client s consent and authorisation to view and manage their details for the purpose of administering the Hearing Services Program confirm that the client has authorised me to request a transfer from their existing Service Provider for the reason detailed above cae groscessosososoccocsesssscoseososcsososososososcessessesssosososososeessesessessesessosssosososossessesessososesosososssossscscsssssssessesesssosesosg Transfer Client You can create a relationship with an unlinked client or transfer a client relationship from another provider to yourself You can only transfer a client from another provider if the client is present or you have written authority from the client to perform a transfer When you transfer a client they will be linked to the site you are logged in under Unless you are jogged in under a non sericing site in which case they will be linked to you as a service provider and will not have a site relationship
26. isit www auskey abr gov au Please note that the user details held in the online portal will be automatically updated to reflect the details held by AUSkey including name and email address OHS Homepage AUSkey login Site selection Terms and Conditions Landing Page Office Of Hearing Services July 2015 Page 8 of 44 1 1 Office of Hearing Services Homepage Step 1 Visit the Office of Hearing Services website at www hearingservices gov au 2 Australian Government EAA Department of Health Hearing Services Program For Everyone For Professionals About the Program Textsize A ASA Step 2 Click the MLALO CIA lC RT ila link at top right corner of the page How can the program help me Client Information About Hearing Factsheets and Forms Do you want to Participants in the National Disability Insurance l aoa SPE meetin Scheme NDIS may be eligible for the program Apply now lt Read more v Check if you are already in the program Contacts Popular Pages Useful Links amp 1800 500726 Am eligible Medical Certificate _hearing health gov au Types of hearing devices Eligibility for Refitting Criteria A RSS Feed Client information Veteran Specific Information Fully subsidised or partially subsidised devices Office Of Hearing Services July 2015 Page 9 of 44 1 2 AUSkey Login The Australian Government Authentication Service page will be displayed B
27. ng Step 5 3 Enter Device Code Step 5 4 Enter the Left Ear and Right Ear 3FAHL value Step 5 5 Enter the Cost to Client if device is a top up Step 5 6 Enter the Date Client Became Monaural Step 5 7 To finalise a manual claim you must certify that the details on this claim form are true and that this claim complies with contractual obligations for record keeping Step 5 8 Click Submit to submit your manual claim Page 42 of 44 7 4 Manual claim Item 2 Aid returned for credit Binaural As an example this guide spells out the steps involved in claiming Item number 2 Aid returned for credit Binaural Claim Details View Claims Histo Claim Status Item Number Original Fitting Item Number New Claim 2 x 830 x ltem Benefit 238 75 excluding GST GST 0 00 ltem Benefit 238 75 including GST Fitting Details Left Ear Date of Fitting Device Code 3 FAHL Device Model Device Category Device Benefit excluding GST GST Device Benefit including GST Top up Device Cost To Client 2 wl Feb 2013 zl B223PHO 50 Solana Petite C2 Includes Dispensing Fee Yes 50 certify that the details on this claim form are true and that this claim complies with contractual obligations for record keeping Office Of Hearing Services July 2015 Note Item 1 amp 2 Date of Service must match the Date of Fitting Step 5 1 select Item Number from drop down Step 5
28. ovider o Sd pe ek bei ded hie al condition aed hot Gian dling a gia Mh Wed aniier ee roe ba Bein yp We ei pend a g pee oe ere depen on hee peu Boke a i Ce Pe Ade wi eles Office Of Hearing Services July 2015 Step 1 select Click here to print Medical Certificate to download a form the client can have their doctor complete Though the application is not yet complete the client will be sent a Welcome Pack which includes the Medical Certificate and a Hearing Services Providers directory Step 2 You can instead Print these documents for the client directly This option cancels correspondence being automatically sent Step 3 Click Page 22 of 44 2 7 Application results Being processed pending lf you are presented with this screen the client s application has been saved successfully and is pending processing The Office of Hearing Services will be automatically notified when this occurs This can occur for a variety of reasons including e When our systems are undergoing maintenance The client has special circumstances meaning their eligibility cannot be checked at this time The Office checks client eligibility and contacts them directly to advise of next steps Home gt Check eligibility gt Apply gt Arrange hearing services Step 1 Our records show that your application is currently being processed We will contact you if we need any more information Read the pe nd j ng applicatio n info rm atio n aloud
29. poken select the most used Step 7 Tick the box to add an alternative contact person Additional fields for contact details will appear Step 8 lf you have selected to add an alternate contact tick the box to indicate who will receive program correspondence Step 9 Tick the box to select how the client would like information sent Only one can be selected Step 10 If you deselect Postal address same as residential you must enter the client s postal address and click AX ee le f t35 Step 11 Click o nE Pel This directs to a new page Step 12 Click ADRES to print a hard copy of the application Or sideyer t t w eiela to finalise and submit Page 20 of 44 2 5 Application results Other than vouchered the main status results of your client s application are e Application saved the client is eligible The next step is for the client to get a Medical Certificate completed by their doctor and submit this to a hearing services provider to complete the application e Being processed the clients eligibility could not be determined at the time they applied The Office will contact the client to assist with next steps Application Saved Draft Application Eligibility is confirmed and client contact details are fully entered in the portal The next steps are for the client to have their doctor complete the Medical Certificate to confirm there are no contraindications for the fitting of a hearing device The client
30. r This is the reference number on the client s entitlement card Step 3 Enter the client s Given Name Step 4 Enter the clients Family Name Step 5 Enter the client s Date of Birth Step 6 Tick the box if the client is eligible for Disability Employment Services Step 7 Click fiat Office Of Hearing Services July 2015 Page 29 of 44 4 2 Client details For Everyone For Professionals About the Program Textsize A A A Home gt Client details Client Details Eligibility Centrelink Pensioner Concession Client Status Eligible voucher issued Card PCC Current Service Provider GRAHAM RATHBONE PTY LTD Title Mr Complex Client IF Yes Private Given Name AZURE Reason for Complex A person with profound hearing loss Family Name ABADAL Date of Bith 22 May 1936 e Residential Address 1 Gender Male B Residential Address 2 Contact Phone 1 Home 0122223333 Suburb THOMASTOWN Contact Phone2 Please Select State VIC z Postcode 3074 Address checker We need to check your address so we can process your application quickly Check address S E Cancel Step 1 Click a eK EEs to expand the section requiring update Step 2 Click T to activate the fields Step 3 Amend the details in the relevant field s Amend client status to deceased via Indicate a Complex Client via the tick box in If you believe a client has been incorrectly marked as Decea
31. r who receive my have my Services Program the Medical fi nalises my client hearingtested gt Certificate application on information and discuss my behalf my options G Program Service Ef Doctor Service fed Application dD Hearing m Hearing Info Provider Provider Complete Test Services hear about visit a Service visit a Doctor visit the My application visit a hearing can access the Hearing Provider An e g my GP Service is complete professionalto hearing Services applicationis who completes Providerwho receive my have my services Program lodgedthrough the Medical completesthe client hearingtesed gt the portal on Certificate application information and discuss my behalf my options Please note this high level overview may not represent an individual s experience of obtaining services through the program Paper application forms are still available but can take up to four weeks to finalise Office Of Hearing Services July 2015 Page 5 of 44 Hints for using the online portal This guide provides help on the functions available to you as a hearing services provider If you would like information on functions available to the general public please refer to the guide titled HSO User Guide Public at Home gt About the Program gt Who are we gt Hearing Services Online Project gt User Guides Direct link to location of online User Guides Mandatory fields Date format Error m
32. record lf you wish to make changes to client records without impacting on the client relationship you can choose the Non service site option from the list change the site you are logged into to the site which has the relationship with the client All existing relationships will be maintained Office Of Hearing Services July 2015 Page 11 of 44 1 4 Terms and Conditions You will need to accept the Terms and Conditions to continue logged in as 2HSO SP Site One Hearing Services Program Textsize AJAA For Everyone For Professionals About the Program Home gt Terms and conditions HSO Terms and Conditions Help To select your site from the list click on the Suburb and Postcode link of the site details using the next gt and last gt gt buttons to move through the listing To select your site you can use the search bar and type in the suburb or postcode of the site you are looking for and click find If you select the wrong site you can go back to the Current Site Graham Rathbone Telex Hearing Centre site user list by clicking on the change button SHIRE OPTOMETRIST 85 GYMEA BAY ROAD If the correct site is listed and you agree to the GYMEA 2227 Terms and Conditions then click the agree button NSW to progress Change LJ acknowledge and agree that when using the Hearing Services Online portal will act in accordance with the Hearing Services legislation
33. sed or Complex please contact the Office Always check with the client to ensure their details are current Step 4 Click SEW successful edits are indicated by Clients do not receive notification of changes to their details Step 5 Click home to return to the landing page Office Of Hearing Services July 2015 Page 30 of 44 5 Transfer client Client transfer can occur in two ways create a relationship with an unlinked client section 5 2 transfer a client from another provider section 5 3 You can only transfer a client from another provider if e The client is present or o You have written authority from the client or their nominated representative Nominated representatives are required to provide written authority documenting this relationship When you transfer a client they will be automatically linked to the site account you have used to login This will not occur if you are logged in as a non service site in which case the client site relationship will not be created Find client Client consent unlinked Office Of Hearing Services July 2015 Client consent transfer Page 31 of 44 5 1 Find client For Everyone For Professionals About the Program Text size WM ATA Step 1 Home Click the green J ini heading to expand the section Open all Close all es Step 2 For current updates and information on all Enter the client s Eligibility Number system outages please r
34. t and authorisation to wew and manage ther details for the purpose of administening the Heanng Seraces Program confirm that the chent has authonsed me to request a transfer from thea exrsimg Semice Provider for the reason detailed above a ee Step 1 select the reason for transfer from the drop down list Step 2 Tick the box to confirm client consent has been provided Consent needs to be documented on the client file when it is received from the transferring hearing services provider Step 3 Click to proceed Step 4 A message indicating changes have been successful will appear Click 0X Email notification of transfer will be sent to both service providers Step 5 Confirm current details with the client Office Of Hearing Services July 2015 Page 34 of 44 6 Return voucher Return vouchers are issued for clients whose vouchers have expired but who e require ongoing hearing services and remain eligible for the program When you request a return voucher the portal will automatically recheck client eligibility to determine if a voucher can be generated Always check with the client to ensure their details are current before requesting a return voucher Find client Client details Office Of Hearing Services July 2015 Page 35 of 44 6 1 Find client You must complete all mandatory fields to locate a client not currently linked to your site account For Everyone Home Open all Close
35. the contract and associated Standards and Rules of Conduct and the AUSkey Terms and Conditions Office Of Hearing Services July 2015 Step 1 Ensure you have selected the correct site details If you have selected the wrong site you can correct this by clicking Change Step 2 Review the statement tick the box to agree to the Terms and Conditions then click to progress Page 12 of 44 1 5 Landing Page The Landing Page is the first screen following successful login to the portal Use this page to access the functions available to you Hearing Services Program Text size A A A Open all Close all gt Client NEWS gt Manual Claims For current updates and information on all system outages please refer to the What s New page on our website All enquiries and complaints relating to the Hearing Services Program can be made by telephone to 1800 500 726 between 8 30am to 5pm AEST or by email to hearing health gov au gt Publications Office Of Hearing Services July 2015 The Landing Page will contain different functions depending on the roles that you have been allocated Clicking on the Home link or the home icon a in the top left hand corner will take you back to the portal Landing Page Page 13 of 44 2 New application Service Providers with SP Site user access can assist a client s application through the portal A successful application will create a
36. tion on portal user roles visit the HSO Project Page at Home gt About the Program gt Who are we gt Hearing Services Online Project gt Hearing Services Online Project Direct link to location of Hearing Services Online Project page lf you are assigned the SP Site role the following functions will be available to you 1 Account setup and login 5 Transfer client 2 New application 6 Return voucher 3 Update or finalise a draft application 7 Claims 4 Amend client details Office Of Hearing Services July 2015 Page 7 of 44 1 Account set up and login In order to login to the online portal you will need to be invited by another user who has the appropriate role SP Admins can add both SP Manager and SP Site user roles to a user s profile If you would like to add the SP Admin role to a user profile another SP Admin will need to complete the SP Admin nomination form which is available on the HSO Project Page at Home gt About the Program gt Who are we gt Hearing Services Online Project gt Hearing Services Online Project Direct link to location of Hearing Services Online Project page Once invited a system generated email invitation will be sent to the new user The new user will need to accept the invitation to the online portal by clicking the link in the email invitation and have obtained and installed their AUSkey The new user will then be asked to login using their AUSkey details For more information on AUSkey v
37. to the clie nt If you would like to discuss your application please email hearing health gov au or call 1800 500 726 If you have a concession card please have it ready when you call Step 2 Click iit Office Of Hearing Services July 2015 Page 23 of 44 3 Update or finalise a draft application You can update an application if it has previously been saved as draft You do this to change details in the application or finalise the application by entering the doctor s details To finalise the application you will need to confirm the client s consent to store and disclose information by reading aloud the Authorisation and Privacy Advice and obtaining consent to proceed lf the client applied at home or elsewhere you need to establish a HSO relationship between the client and your business In order to do this please refer to 5 Transfer Client unlinked Client Consent You will then be able to update the draft application If it has been more than 12 weeks since the draft application was lodged eligibility will be rechecked automatically by the system Find client Client consent Finalise the application Office Of Hearing Services July 2015 Page 24 of 44 3 1 Find client lf you have an established relationship with a client you can use fields individually or in combination to search for and locate their record For clients not linked to your business see section 5 Transfer Client Text siz A A A Step 1 er
38. ugh HSO Page 38 of 44 7 1 Lodging a Manual Claim You can lodge a manual claim through HSO Manual Claim Client Details piama Date Of Birth Eligibility Humber Eligibility Type Voucher Humba Date of Service Afrose HIRD DHI 45 Re Cantreink Penssoner Concession Card Pic 1665 16286 10062015 Davy Month Year lal Service Provider Details Swie Provider Frectoner Number Sie iD Trading Mame Te Detats HEARING EASY AUDIOLOGY QUNIC PTY LTD 267681 CROWS NEST 2065 Hearing Easy Auda Clinic LEVEL 1 S17 PRC HGHAYT CREOS HEST AESVi 2005 Office Of Hearing Services July 2015 NOTE If the claim can be submitted through the Medicare e Claim System you should e Claim this item If an e Claim fails please refer to the Rejection Code Schedule of Fees Devices Please delete the rejected claim off your e Claim System gt re enter the claim correctly gt resubmit your e Claim If your e Claim continues to fail submit a manual claim through HSO To lodge a manual claim you need to enter your Service Provider Details Step 1 Select the Date of Service Step 2 Enter the Practitioner Number Step 3 Select the Site ID from the drop down Note The Trading Name and Site Details will prepopulate Page 39 of 44 Type Of Claim Please Select n E Claim Status New Date of Service Day es Month i l Year l Item Number Please Select tem
39. urb gt Address 5 iamas Type gt i 5 316 BALLARAT HUMMFRAY st vic Wayne Permanent Active 276478 EAST 3350 Enterprises NTH WAYNE GOTHAM MANOR 1007 Wayne ro aa MOUNTAIN ACT Eiansses Permanent Active 276379 DRIVE SOMEWHERE Wayne LYNAM 4818 STREET QLD Baas Permanent Active 276467 NORMANTON 7 WOODWARD Wayne 3 4890 STREET QLD Eaeaes Permanent Active 276391 2 ESEURI ZXDVSD vic Wayne Permanent Active 276434 3799 Enterprises Non serice Non service 0 site site Displaying page 1 records 1 6 of 6 lt lt First lt Prev 1 Next gt Last gt gt Textsize A A A Search the website a Help To select your site from the list click on the Suburb and Postcode link of the site details using the next gt and last gt gt buttons to move through the listing If you select the wrong site you can go back to the site user list by clicking on the change button If the correct site is listed and you agree to the Terms and Conditions then click the agree button to progress Step 1 Select your site from the list by clicking on the Suburb amp Postcode link of your site details e g Strathfield 2135 The list can be searched by Suburb or you can use the Next gt and Last gt buttons to move through options Any changes you make to client records when logged in to a particular site will impact the client relationship between the site and the client
40. will then need to return the Medical Certificate to a hearing services provider so the application can be completed Application Being Processed Pending Application Eligibility is not confirmed contact details have been fully entered in the portal and the medical certificate may or may not have been completed Once finalised an automatic email will be sent to the Office notifying of a pending application The Office will finalise the eligibility check and notify the client through their nominated communication preference lf their medical details are not recorded in the portal the client will receive a Medical Certificate from the Office or one can be printed directly by a hearing services provider This Certificate needs to be completed by a doctor The client returns the completed form to a service provider who adds the details to the client record The client can then be issued with an electronic voucher Office Of Hearing Services July 2015 Page 21 of 44 2 6 Application results Application saved draft lf you are presented with this screen the client s draft application has been successfully saved but no voucher yet generated The next step is to print the Medical Certificate form The client will need to obtain a signature from their doctor They may then return it to a hearing services provider to obtain a voucher and have a hearing assessment completed Slept J E4 Get a doctor s certificate and see a hearing services pr
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