Verifying HICAPS details in Front Desk

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  • Updated 4 years ago
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Hi Front Desk Team,

Thanks for your support. I would like to ask whether it's possible to verify client HICAPS details in Front Desk against their private health fund details.

We had a scenario where the client changed their private health funds and ID and did not inform us. The claims continued to be put through the old details (for over 1.5 years) which changed to being the client's son. 

The client is now facing being charged with fraudulent activity by the private health fund. 

I realise this may not be a Front Desk integration, however it would be helpful to have the same functionality as we do with Medicare, where the Client has to be verified against their details stored by Medicare.

Thank you,

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Better Life Centre

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Posted 4 years ago

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Yes we've had issues where the client has changed health funds and the patient ID was different, so they had been put through on the wrong patient.  Thankfully it was never picked up by the health fund!  This would be a really helpful feature!  
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HFC Reception

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We have had similar issues. Everyone seems to be changing health funds all the time and don't realise they need to tell us. We have had issues where the client has stayed with the same health fund but they have changed their ID numbers on them. Maybe an alert put in place? Thanks for the great work!!

Photo of Physiosouthwest


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Yes i have recently had this happen also. Had to notify health fund. It would be a handy feature. 
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Gerry, Senior Application Developer

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Thank you for bringing this to our attention.

Unlike Medicare, the interface provided by HICAPS doesn't include a patient verification procedure. This means there is no way for Front Desk to tell whether the person you're billing is the same as the health fund card holder.

To help prevent situations such as you have described, we can display the patient's health fund ID along with the health fund name next to the HICAPS button on the payment window. This will allow you to easily check that this information is current before sending the claim to HICAPS.

We have identified this as a priority change, and it will be included in the next Front Desk release.
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Better Life Centre

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Excellent. Thank you for the prompt response. We look forward to this upgrade.