Appointments for Health Services
The Bupa intelligent Referral and Booking system (iRBS)
The Bupa intelligent Referral and Booking system (iRBS) is an online automated system that will support Providers in service provision to Eligible Personnel (EP).
The system assists with:
- appointment management including appointment booking, fail to attend management and Restricted Service management
- your obligation to provide a clinical report to the referring clinician and transfer of the Referral Form
- invoicing and payment for approved services
Initial access to the Bupa intelligent Referral and Booking system (iRBS)
When Bupa receives a Provider's first referral from Defence, the Bupa Central Support Office (CSO) will contact the Provider and/or Practice Manager directly by phone to confirm the appointment. You will be given your iRBS login after making your first booking with our Bupa CSO team. This will be emailed to you shortly after in two emails; one email with log in details and one email with the passwords.
Please note, Providers will only be contacted and given access to the system once Bupa have received their first referral from Defence.
iRBS Password Manager and Support
To ensure that all Bupa ADF Health Services Contract iRBS users can re-set their own password, Bupa is rolling out a new system called One Identity Password Manager.
Once registered for One Identity Password Manager, users will be able to re-set their own password immediately through security questions. It will also mean that users will no longer need to call the Bupa CSO to re-set their password.
To register as a One Identity User, each iRBS user will need to complete the simple registration process which will only take approximately two minutes. A simple step by step guide is attached to guide users through the process. Please note, you will need your current iRBS username and password.
Download: One Identity Registration Guide (DOCX, 246KB)
Download: One Identity User Guide (DOCX, 170KB)
Appointments
Once Providers have been set up in the Bupa intelligent Referral and Booking system (iRBS), they will be able to view and manage their booked appointments in the system.
Appointments will be booked by Bupa on behalf of Defence. Upon Bupa's receipt of a referral, Providers will be contacted by the Bupa CSO to arrange the suitable appointment. Bupa will also confirm the appointment with the EP and send an SMS reminder to the EP. Providers will be able to view any confirmed appointments in the Bupa intelligent Referral and Booking system (iRBS).
If a Provider needs to reschedule an appointment, this can be done directly in the Bupa intelligent Referral and Booking system (iRBS) and the Bupa iRBS How to Guide (PDF, 556KB) provides more information on this.
Alternatively, please contact the Bupa CSO team on 1800 316 915 who can assist with rescheduling the appointment.
If an appointment needs to be cancelled by the EP, Providers will receive a cancellation notification in the Bupa intelligent Referral and Booking system (iRBS).
If an EP cancels an appointment directly with the Provider, the Provider should cancel the appointment through the Bupa intelligent Referral and Booking system (iRBS).
Providers who have lost their login details or can no longer access the system should contact the CSO on 1800 316 915 for assistance. Please also refer to the Bupa iRBS How to Guide (PDF, 556KB) for help using the system.
Clinical Reports
After the appointment, Providers must prepare their clinical report and upload this into the Bupa intelligent Referral and Booking system (iRBS) for each appointment. Please refer to Provider Terms and Conditions (PDF, 362KB) for minimum requirements for this report. The Bupa iRBS How to Guide (PDF, 556KB) also includes information on how to upload a clinical report.
Hospital Discharge Summaries
- Scheduled admissions
- When EPs attend a scheduled admission at a hospital, the hospital must complete and upload a discharge summary using the Bupa intelligent Referral and Booking system (iRBS).
- Unplanned hospital visits
- If an EP attends hospital for an unplanned visit (e.g. Accident and Emergency) but they are not admitted, the hospital should inform the Bupa CSO on 1800 316 915.
- If an EP attends hospital and is admitted, the hospital should contact the Bupa CSO on 1800 316 915, who will enter the admission into the Bupa intelligent Referral and Booking system (iRBS). The hospital will then be able to upload the discharge summary into the Bupa intelligent Referral and Booking system (iRBS).
On-referral – not requiring additional Defence approval
- Pathology, Imaging, Radiology, Optical services and clinically indicated and non-invasive clinical investigation (such as cardiac stress test, ECG, EEG, Audiology and sleep studies) that attract a MBS rebate and are clinically indicated in the management of the condition the EP was referred for, do not require further approval.
Providers must include the original DAN in the on-referral form and the on-referring health practitioner should be included in the clinical report. - In line with the Provider Terms and Conditions (PDF, 362KB), where practicable and clinically appropriate the on-referral should be delivered by Bupa's network of Providers accessed via the Bupa intelligent Referral and Booking system (iRBS).
Restricted Services
If a Provider is recommending or proposing Restricted services for an EP, they must seek further Defence approval and direction from the referring Health Practitioner. Details of the recommended or proposed Restricted Services should be included in the EP clinical report for approval by the referring Health Practitioner at the Defence health facility. Please see here for the Provider Terms and Conditions (PDF, 362KB) outlining the list of Restricted Services and the information that must be provided in the clinical report for Defence approval.
Managing Failure to Attend
Although EPs should attend their confirmed appointments, there may be occasions when they cannot or do not attend. Providers should record when this occurs using the Bupa intelligent Referral and Booking system (iRBS). The Bupa iRBS How to Guide (PDF, 556KB) provides guidance on how to do.
EP Surveys
After an EP has attended an appointment, they may be asked to complete a questionnaire about their experience. Their responses are used by Bupa and Defence as part of an ongoing feedback process to review and improve the overall service provided.
Managing incidents involving EPs
Please refer the Provider Provider Terms and Conditions (PDF, 362KB) regarding the process for notification around incidents.
Billing and payments
The ADFHSC billing and payment process is easy
EP appointment takes place
Provider submits clinical report and services provided into Bupa intelligent Referral and Booking system (iRBS)
Bupa processes payment
Invoicing Bupa for Delivered Services
As detailed in the Provider Provider Terms and Conditions (PDF, 362KB), Bupa's preference is that Providers utilise the Bupa intelligent Referral and Booking system (iRBS). Payment will be processed based on the services entered by the Provider into the system after the appointment has taken place. The Bupa iRBS How to Guide (PDF, 556KB) provides information on how to enter services into the system to ensure Provider billing and payment is processed efficiently.
- Bupa issued Recipient Created Tax Invoices (RCTIs)
If Providers use the Bupa online booking system, they are not required to send Bupa a tax invoice. A Recipient Created Tax Invoice (RCTI) will be made available to Providers once payment is processed.
- Provider issued tax invoices
As included in the Provider terms and conditions, Bupa's preference is that Providers utilise the Bupa intelligent Referral and Booking system (iRBS). The Bupa iRBS How to Guide (PDF, 556KB) provides information on how to enter services into the system to ensure Provider billing and payment is processed efficiently.
Where necessary however, if Providers need to submit manual tax invoices to Bupa for processing and payment, invoices must comply with Australian Taxation Office (ATO) rules, guidelines and standards for invoices. Each invoice must accurately reflect services rendered, the price of each service item, GST amounts (where applicable), the dates and location where the services were rendered, invoice number, Provider details (including Provider number, ABN and address), EP details (such as EPID). Please contact the CSO on 1800 316 915 for further information or fax the CSO on (03) 9937 3010.
Hospitals will need to mail or fax invoices to the Bupa Central Support Office (CSO). Please contact the CSO on 1800 316 915 for further contact details or if you have any questions. When notified by Bupa, hospitals will be able to invoice for services rendered using Eclipse.
Payments for Delivered Services
Bupa will pay Providers in accordance with the terms and conditions. Payments will be made electronically and usually within 7 days of receipt of the tax invoice.
Please contact the CSO on 1800 316 915 for assistance if payment has not been received for services rendered.
FAQs
What is the ADF Health Services Contract (ADF HSC)?
Who is an Eligible Person?
What is the ADF Health Services Contract Provider network?
Why join Bupa as a Service Provider to the ADF Health Services Contract?
How do I know what to charge for my services?
What are my GST requirements?
Who are Bupa's preferred Providers for Pathology, and Imaging and Radiology services?
Who will be Bupa's Optical Provider?
How do I access Referrals from Defence?
When will I receive my login details and further detail about the automated referral and booking system?
How does a Provider report back if additional treatment is required?
What is the process if a Provider would like to query a treatment referral?
Is there a template for the clinical reports?
Will diagnostic imaging be added to the schedule of fees?
How do I send Clinical Reports?
How do I raise an invoice?
When will I receive my first referral?
What do I do if I forget my password or login details for the booking and referral system?
How can I contact Bupa's ADF HSC team if I have any questions?
Report an incident or complaint
Please use this webform to notify Bupa if an incident has taken place involving an Eligible Person (EP) whilst the EP is attending an appointment with you (as per the ADF Provider Agreement: Terms and Conditions).
Incidents are defined by Bupa as a failure in internal processes, controls, people, systems, equipment or an external event that had an adverse impact on an EP, employees, and / or other individuals (such as visitors or third parties).
You may also use this webform to submit an enquiry (concern or dissatisfaction) that a Bupa team member will follow-up with you.
Contact
For more information or assistance CSO on 1800 316 915
Email: adfhscproviders@bupa.com.au