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NCTracks Call Center to Stay Open Saturday


For Immediate Release
Friday, July 19, 2013

Raleigh, N.C. - Today, the North Carolina Department of Health and Human Services announced that the NCTracks Call Center will open an additional day on Saturday, July 20, from 9 a.m. to 4 p.m. to help address provider questions about the state's new Medicaid billing system. The Call Center telephone number is 1-800-688-6696.

"Call volumes and wait times are likely to remain elevated in the near term," said Joe Cooper, DHHS chief information officer. "We understand the importance of timely reimbursement and are actively working with providers, health care associations and societies alike to provide answers, help and resources. Additionally, we are posting answers to common questions on the website, including how to apply the correct taxonomy codes during the claims submission process and submitting bank account information to enable payment."

The NCTracks Call Center is averaging approximately 2,500 calls per day and has experienced longer-than normal call wait times. As the complexity of the questions from providers vary from case to case, the time to close calls ranges from 2.5 minutes to 2.5 hours. Extra call center agents and expanded call center hours are being added to help providers through this transition period.

Additional help and resources are available for providers:

  • Scheduled training workshops continue around the state for healthcare providers. Providers can see the schedule and register here:
  • At the same web site, providers can get comprehensive online training and view recorded webinars.
  • Frequently asked questions and announcements are posted on the NCTracks portal as well.
  • Members of the NCTracks response team have been reaching out to billing clearinghouses and trading partners, healthcare associations and societies, with educational updates. And teams are calling providers directly who are having the most difficultly to provide assistance.

Since NCTracks went live on July 1, more than 9.3 million claims have been processed and $351.5 million has been paid to health care professionals.

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