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Errors whilst processing Medicare transactions - Medicare Easyclaim

We are working to finalise a permanent fix for these errors that will be rolled out to all terminals as soon as possible. However in the interim, if while processing a Medicare Easyclaim transaction your terminal displays either of the below errors:

•Medicare Error message 9016 – Transmission date is in the Future
•Medicare Error message 9602 – This claim cannot be lodged through this channel.

Firstly, check to ensure that your terminal (or its docking station) is connected via Ethernet, as this will provide you the most stable and consistent connectivity for all your transactions (not just Medicare).

Then follow the below instructions depending on your terminal type:

Desktop terminal (VX820):

Step 1. Please remove the phone cable from the port/socket marked with a telephone icon.

Step 2. Connect a LAN cable (this is different to your phone cable) to the Ethernet port (labelled ETH) on the back of the terminal to your internet router.

Note: For more information and detailed diagrams please refer to HICAPS Terminal User guide (page 47) on our website – www.hicaps.com.au/forms/hicaps-user-guide.

Step 3. Press the [*] key. Then Enter [9] [8] and then press [SELECT] [3] Ethernet.

Step 4. Select  Option [3], Terminal Restart, Select [YES] to complete the restart.

Note: Prior to the terminal coming back to the Home Screen it will display No Phone Line Detected, Dial Unavailable. This is a normal error if the terminal is only connected via the Ethernet).

Step 5. Perform a Sign On, Press the [*] key and enter[5], and then press  [SELECT]. Now select Option 1. NAB and press [SELECT].

Step 6. Proceed to process Medicare Transactions as per normal.
 

Mobile terminal (VX 680):

If practical either of the 2 options below will assist in helping you patients claim a rebate:

•Attempting to process the claim on the following day will in most cases allow the claim to be processed successfully.
•Where this is not possible, process the full payment and have your patient claim directly with Medicare.

Removing SIM card Option

An alternative method is to temporarily remove your SIM card, whilst we finalise a permanent fix for this error. This will mean that until the permanent fixed is rolled out to your terminal, your terminal must remain on the docking station to be successful in processing any transactions and claims (not just Medicare Easyclaim). To do this please follows these steps;

Step 1. Remove the battery from the back of the terminal.

Step 2. Removing the SIM card from the SIM 1 slot.

Step 3. Store the SIM card in the SIM 2 slot.

Step 4. Replace the battery on the back of the terminal.

Step 5. Place the terminal back on the docking station and power on.

Step 6. Perform a sign on, Press the [*] key and enter [5], and then press [SELECT]. Now select Option 1. NAB and press [SELECT] .

Step 7. Once NAB logon is approved  Press the [*] key and enter [5], then press 2 (Medicare) and press [Enter].

Step 8. Procced to process transactions with the terminal on the docking station.

Once a permanent fix is available for your terminal (details will be announced here)  you can continue to use your terminal as a mobile terminal by completing the following steps;

Step 1. Remove the battery from the back of the terminal.

Step 2. Removing the SIM card from the SIM 2 slot.

Step 3. Replace the SIM card into the SIM 1 slot.

Step 4. Replace the battery on the back of the terminal.

Step 5. Place the terminal back on the docking station and power on.

Step 6. Perform a sign on, Press the [*] key and enter [5], and then press [SELECT]. Now select Option 1. NAB and press [SELECT]

Step 7. Proceed to process Transactions as normal.

If you wish to take advantage of this option it is advisable to ensure that your terminals docking station is connected via Ethernet and not a phone line, as this will provide you the most stable and consistent connectivity for all your transactions (not just Medicare). Your terminals docking station should have a ethernet plug (labelled ETH) at the back. For detailed diagrams please refer to HICAPS Terminal User Guide (page 48).  You will need to plug your ethernet (LAN) cable into this ethernet plug and your internet router.

Other connectivity issues

In addition to the above, Telstra is in the process of closing their Argent Dial Up Network which is expected to be finalised in December of this year. If your terminal or its docking station is still using a telephone line to send transactions after the Argent network closure, your terminal will no longer be able to connect to HICAPS to process Claims, Payments, and Medicare transactions after this date. To avoid these connectivity issues at the end of the year, we highly recommend you act now and ensure your terminals docking station is connected to your internet router via an ethernet cable and that you remove any phone line connections. For more information please see our Argent Network page.