Aged Care Online Services

for Home Care service providers

Hints and Tipsand

Troubleshooting GuideAudience Aged Care ProvidersPurpose This document provides users of Aged Care Online

Services with hints and tips, including basic troubleshooting information.

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Hints and TipsSystem access How to log onto Aged Care Online Services

Existing users can access online claiming at:

http://www.humanservices.gov.au/health-professionals/services/aged-care-online-claiming

If you are registered for Aged Care Online Claiming, you do not need to register for Aged Care Online Services. You can log on using the same user ID and password.

If you are registered for Aged Care Online Claiming as a Home Care user only, you will automatically be redirected to Aged Care Online Services when you log on.

New users will need to register for online claiming. Please complete the AC004-Register or amend for Aged Care Online Claiming using Web Forms available at:http://www.humanservices.gov.au/health-professionals/forms/ Have the form authorised by your Key Personnel and return it to:

Aged Care Payments team Email: aged.care.liaison@humanservices.gov.au or Mail: Department of Human Services

Aged Care Payments TeamGPO Box 9923SYDNEY NSW 2001

There may initially be a backlog of provider registration requests. DHS will process requests as quickly as possible, in the order of receipt. Your user ID and temporary password will be issued once the request has been actioned. Depending on the number of applications we have to process, this may take between two to four weeks.

Who can access Aged Care Online Services?Users who are registered for Home Care only can use Aged Care Online Services.If you provide both Home Care and Residential Care, your staff will not be able to access Aged Care Online Services to lodge Home Care claims. Your staff will still be able to use Aged Care Online Claiming and can continue to lodge events for Residential Care.If you require staff access to commence lodging Home Care claims using Aged Care Online Services you can consider having some staff registered for Residential Care claiming and different staff registered for Home Care claiming.

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DHS is working on a solution to allow users to access both Aged Care Online Services for Home Care and Aged Care Online Claiming for Residential Care and will be in contact with Providers when this can be implemented.

How do I move a client from one service to another?Enter the care recipient into the new service and the system will automatically depart them from the old service one day prior to the new entry date. The system will also automatically close off any leave for you.

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Do I need to send in paper copies if I have successfully submitted my events and claims online?No. You will only need to submit paperwork for events that cannot be submitted online yet, like oxygen and enteral feeding supplements.

Do I still need to let the Department know when I have finalised a claim?

Yes. Please continue to let us know so we can ensure your payments are processed quickly.

Browser Requirements The minimum browser requirements are:

Internet Explorer 9+ Google Chrome version 29+

To check the current version of Internet Explorer: Click on the Tools wheel on the top right hand corner of your Internet

Explorer page Select ‘About Internet Explorer’. This will display the version number of Internet Explorer in use.

To check the current version of Google Chrome: Click the Chrome menu on the browser toolbar Select ‘About Google Chrome. The version number is displayed under the Google Chrome name.

Browser settings required to access Aged Care Online ServicesYour browser must be set to allow Secure Sockets Layer (SSL), Cookies and Javascript.  Most browsers are supplied with Cookies, SSL and Javascript turned on, and you should not need to change these settings.  Information can be found in the browser’s help function to find out how to change these settings

Do I need to log out of the system at the end of each session?Yes. For security purposes, after you have finished using Aged Care Online Services you should click on the Log Out button.

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NavigationOur new online service is easy to navigate. Each tile represents either a menu of functions you can select from or a search function. Functions are broken down into the following categories:Menu Sub Items FunctionFind a Claim

Current Claim View and finalise the latest claim

Historical Claims View historical claimsLatest Payment Statement

View the latest payment statement and view or save PDF

Historical Payment Statements

View historical payment statements and download or view PDF

Download Payment Statements

Download current and historical payment statements in electronic format – csv and xml

Find an Event

Allows you to search for an event by unique ID or event type (e.g. entry or departure)

Find a Care Recipient

Allows you to search for a care recipient. You are able to view the care recipient profile and register, update and delete events

Bulk Claims Allows you to bulk update any hours of service that have changed in the current claim month for care recipients

Note: The access level assigned to each user determines the screens which are visible and what tasks can be completed.

EventsYou are able to register, view, update and delete the following events in the Care Recipient Profile: Entry Location Care Level Transfer Departure Leave Hours of Service

You can also View Claims View Payment Statements

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Finalise Claims View eACCRs

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How to switch between servicesClick on the ‘switch services’ icon (near the Log Out icon) to switch between services you are registered for. A list of services you are associated with will be displayed.

Troubleshooting I don’t know my username or password

Please contact us on 1800 195 206 and select option 2. Our staff will be able to assist you and a temporary password will be issued.Users will be prompted to reset the password after the first log in.

I’m not sure whether my internet browser is compatible with Aged Care Online Services.Online Services has been developed for use on Internet Explorer and Chrome browsers. You may be able to use other browsers such as Firefox and Safari (on Mac) however they are not supported and are not included in this guide.

Browser Compatible?Chrome version 29+ YesInternet Explorer 9+ YesInternet Explorer 8 (and below) Not supportedMozilla Firefox 24+ Not supportedSafari 5+ Not supported

I am unable to logon using my username and passwordIf you followed the recommended Log Out procedure at the end of your previous session and you are still unable to access Aged Care Online Services call us on 1800 195 206 (Option 2) and request a password reset. Alternatively please attempt to clear your cookies and cache as detailed further on in this guide.

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I am unable to switch between services Confirm with your system administrator that you have been given the required access level to switch between services. Confirm the services you wish to act for have been registered for Online Services. Once you have confirmed these steps contact us on 1800 195 206 (Option 2). You may be requested to complete the: AC004: Register or amend access for Aged Care Online Claiming using Web Forms form Note: This form must be signed Key Personnel.

I am receiving an error message when I try to print my payment statement

If you can’t print a payment statement, and you are receiving the error message “No payment statement found for the service and the claim month requested” please contact us via email: aged.care.liaison@humanservices.gov.au or by phone 1800 195 206 (Option 2). This is a known issue we are currently working to rectify.

I am getting an error message about unapproved retrospective events.

This is a known issue we are currently working to rectify. Please email the service ID and claim month to us at aged.care.liaison@humanservices.gov.au.

There is old and incorrect data displaying on my claim.This is a known issue we are currently working to rectify. Please email the service ID, claim month, screen shot and summary of the incorrect data to us at aged.care.liaison@humanservices.gov.au.

There is old and incorrect data displaying on my claim.This is a known issue we are currently working to rectify. Please email the service ID, claim month, screen shot and summary of the incorrect data to us at aged.care.liaison@humanservices.gov.au.

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I am getting an error saying that I am “over occupied” however the number of packages I have claimed is less than my approved amount?You may have exceeded the number of packages for a particular service level. Please check your current claim and ensure that you have not exceeded the number of approved places for a particular level.New entry events are easy to identify as they are in green. By reviewing these entries you will be able to see if you have exceeded the amount of packages you are able to claim for within a particular level of service.

Aged Care Online Services has frozen while completing an Entry event

This is a known issue we are currently working to rectify. Please complete the following steps to workaround this problem:1. Delete any shortcuts used to access Aged Care Online Services2. Clear cache/cookies (refer to the How to clear cookies and cache

section below)3. Restart Internet Explorer (or Chrome)4. Log onto Aged Care Online Services via this link:

https://www2.medicareaustralia.gov.au/pextacocs/AgedCareEbizWeb/logon.doYou should now be able to re-enter the Entry details for the Care Recipient.If you are still experiencing problems please email the service ID, claim month, screen shot and summary of the issue to us at aged.care.liaison@humanservices.gov.au.

I am having difficulty navigating Aged Care Online ServicesWe are happy to assist you with basic navigation and submitting events, however if you have used Aged Care Online Claiming you may find many similarities. If you would like a copy of any of our Quick Reference Guides, we can email them to you. Please send your request via email to aged.care.liaison@humanservices.gov.au. If you would like us to guide you through this we are happy to help.

How to clear cookies and cacheYour personal computer settings may be controlled by your organisation. Your system administrator may be able to offer additional support.

Internet ExplorerClear cookies and the cache See 1.1 belowChange my compatibility settings in Version 11 See 1.6 belowAdd Aged Care Online Services as a trusted site See 2.1 below

Chrome Clear the cache See 3.1 belowClear cookies See 3.5 below

Internet Explorer - Versions 9, 10 and 111.1 Click on the Tools icon in the top right corner of the Internet Browser

Window

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1.2 In the drop down menu, select Internet Options

1.3 In the General tab, Click on the Delete button under the Browsing history section

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1.4 Ensure that all the check boxes are ticked as shown below and then click on the Delete button – this will take you back to the Internet Options Window

1.5 In the Internet Options window, first click on Apply and wait until the circle disappears.  Then Click OK.

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1.6 For IE 11 users only - Go back to the Tools icon in the top right corner of the Internet Browser Window and select Compatibility View Settings.

1.7 Close your Internet Explorer Browser Window, and reopen Internet Explorer

Add to Trusted Sites2.1 Go to the page you wish to add as a trusted site, e.g. the log on page.

Click on the Tools icon in the top right corner of the Internet Browser Window

2.2 In the drop down menu, select Internet Options

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2.3 Select the Security Tab, and then click Trusted Site and then Sites

2.4 The website should be displayed in the Add this website to the zone field. Click Add

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Chrome3.1 Click on Chrome settings on the top right corner with 3 lines and

select “History.”

3.2 When you select history, the below screen opens showing the history of pages opened in chrome. Click “Clear browsing data...”

3.3 In the pop-up window that opens select all the check-boxes and in the drop-down select “the beginning of time”

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3.4 Select “Clear browsing data” button.

3.5 To clear the cookies from chrome, please follow the below steps.

3.6 Copy paste “chrome://settings/cookies” into your address bar

3.7 In the window that opens as below, click “Remove all” and then “Done”.

3.8 Close the Chrome Browser Window and re-open the application.

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