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NCTracks Successfully Processes One Million Claims

 

For Immediate Release
Thursday, July 5, 2013
Contact: news@dhhs.nc.gov
              919-855-4840

Raleigh, N.C. - Today, the North Carolina Department of Health and Human Services (DHHS) announced that NCTracks, the state's recently-launched replacement Medicaid claims system, successfully processed its one-millionth claim.

"The system is operational. We are processing claims," said Joe Cooper, Chief Information Officer for DHHS. "Although providers are experiencing some issues with the web portal and long wait times at the call center, these types of issues are expected with any transition of a system this large and complex. We appreciate the patience and cooperation of the provider community as our 24/7 response team works diligently to resolve technical issues as quickly as possible."

Cooper noted that other states that have made similar, successful conversions for their claims systems have reported hundreds of technical issues that needed to be resolved during their transitions. CSC added system capacity and applied system fixes to help address some of the performance issues providers experienced earlier in the week. Users should no longer encounter system maintenance messages erroneously and the response times on the web portal continue to improve. He urged providers to report any technical difficulties to the call center by dialing 1-800-688-6696, or by emailing NCTracksprovider@nctracks.com, so the response team can resolve them swiftly.

CSC will add additional call center agents to address the high volume of provider calls causing higher-than-normal hold times. Cooper explained that one of the contributing factors to long wait times may be that less than 20% of providers attended training sessions prior to the system's July 1 launch date.

"Until our provider partners are comfortable with system operations, call volumes and wait times are likely to remain elevated," added Cooper. "We continue to urge providers to take advantage of online and instructor-led training opportunities in the next couple of weeks to help avoid delayed payments and long waits on hold."

In an effort to assist providers, online training modules are still available 24/7 for providers to learn how to use the new system at their own pace. Additionally, DHHS and CSC will hold a series of scheduled interactive information sessions over the next few weeks and regional training sessions beginning July 16. Provider Representatives will lead each session to walk providers through the key features of the new NCTracks system and the steps they need to take to submit claims and get paid. Providers can find a complete schedule of topics on the NCTracks portal, www.nctracks.nc.gov.

Each year, NCTracks will process 88 million claims to more than 70,000 healthcare providers totaling $12 billion that cover the services provided to more than 1.5 million Medicaid beneficiaries. The system will also promote information sharing and efficiencies by consolidating several other aging computer systems in Public Health, Mental Health and Rural Health, which will:

  • Decrease the likelihood of fraud and abuse by making available more provider, recipient and claims data.
  • Improve operations for the state, providers and recipients by switching providers from a paper to a digital submission process. (At least 57 forms have been eliminated.)
  • Accelerate processing/adjudication times.
  • Improve cash flow. (Providers will be paid 50 times a year, almost weekly; up from 42.)
  • Provide for electronic submissions for claims, prior authorization, enrollment, inquiry options, and attachments - saving money and time.

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