General
What is the Open Arms Health Services Contract (AO HSC)?
Who is an Eligible Person?
Eligible Personnel (EP) means
- Current Serving ADF personnel
- Ex-Serving
- Partners of current and ex-serving ADF personnel
- Family members of current and ex-serving ADF personnel
- Children of current and ex-serving ADF personnel
- where there has been a death of a Service person, Parents and siblings can also access their services.
Why join Bupa as a Service Provider to Open Arms?
Bupa acknowledges the important role that the men and women of the ADF undertake on behalf of all Australians and recognises the unique nature of the Defence Garrison Health operating environment. Bupa is equally aware of Defence’s desire to consistently deliver high quality, evidence-based health care to all Defence members, irrespective of their location.
By joining the ADF Health Services Contract provider network, providers have an opportunity of playing an essential role in supporting the health needs of Australia's Defence Force.
Bupa appreciated the need to assist healthcare providers to provide this valuable service through the provision of efficient processes including:
- A secure electronic means to share clinical information between Providers and referring health practitioners
- Fast and efficient invoicing submission and processing
- Timely payment
What is the process if a Provider would like to query a treatment referral?
If a Provider would like to query the EPs treatment referral before the EP has attended the appointment, please contact the Bupa CSO on 1800 809 400.
If the Provider has already seen the EP, their query should be included in the clinical report. The Provider however may also wish to discuss with the referring clinician listed on the referral, prior to writing the clinical report.
When will I receive my first referral?
How can I contact Bupa's Open Arms Support team if I have any questions?
Call: 1800 809 400
Email: OABookings@bupa.com.au
Billing/Invoicing
How do I know what to charge for my services?
What are my GST requirements?
GST is the responsibility of the Provider and Bupa recommends you obtain independent advice regarding your obligation to register for GST and your tax liabilities generally.
Bupa will pay an amount of GST where you are registered for GST. Where applicable, supplies provided by you under this Agreement will be treated (if you are registered for GST) as a taxable supply in accordance with the relevant sections of the A New Tax System (Goods and Services Tax) Act 1999. You must promptly inform Bupa if your GST registration status changes.
How do I raise an invoice?
Providers within Bupa’s ADF Provider network have access to the Bupa intelligent Referral and Booking system (iRBS) to process payment for their services rendered in accordance with the Provider Terms and Conditions (DOCX, 128KB) of the network. Use of this system will facilitate timely payments to Provider.
The iRBS Provider Quick Reference Guide (PDF, 827KB) also provides information on using the system. For any questions or advice on using the system contact the CSO on 1800 809 400.
Clinical reports
How does a Provider report back if additional treatment is required?
Open Arms will stipulate on the referral the number of sessions that are pre-authorised for that referral. If, at the end of the number of pre-approved sessions, your clinical opinion is that that further treatment is required, please provide a report back to the referring Open Arms Health Centre with your treatment plan and request for approval of further treatment sessions, including any justification as required. Open Arms will review the referral and provide a new referral, if approved.
Is there a template for the clinical reports?
No, there is no clinical report template. Providers should use their existing template for clinical reporting, ensuring the minimum requirements, as set out in clause 9.3 of the Provider Terms and Conditions (DOCX, 128KB), are included in the report.
How do I send Clinical Reports?
Providers will send their clinical reports through the Bupa intelligent Referral and Booking system (iRBS).
Once a Provider has received their first referral from Bupa, the Bupa Central Support Office (CSO) will contact the Provider directly to give them access to the system. The Bupa iRBS Provider Quick Reference Guide (PDF, 827KB) also provides information on using the system. For any questions or advice on using the system contact the CSO on 1800 809 400.
Systems
When will I receive my login details and further detail about the automated referral and booking system?
The Bupa Central Support Office (CSO) will contact you directly once you have received a referral from Defence. They will provide you an email with login details to access the Bupa online booking system.
A Bupa iRBS Provider Quick Reference Guide (PDF, 827KB) for using the system will also be supplied at this time. For any questions or advice on using the system contact the CSO on 1800 809 400.
What do I do if I forget my password or login details for the booking and referral system?
Clinical reports
How do I access Referrals from Open Arms?
The Bupa Central Support Office (CSO) team will contact you once you have received a referral from Open Arms. They will provide you on email with login details to access the Bupa online booking system.
A Bupa iRBS Provider Quick Reference Guide (PDF, 827KB) for using the system will also be supplied at this time. For any questions or advice on using the system contact the CSO on 1800 809 400.