Monday, July 1, 2013 — Raleigh, N.C. -- Today, Department of Health and Human Services Secretary Aldona Wos announced NCTracks, the state's new Medicaid billing system, successfully began operations just before 6 a.m. with customer service representatives standing by to assist providers. NCTracks, built and operated by Computer Sciences Corp. (CSC), replaces the state's 35-year-old Medicaid Management Information System with the nation's first Medicaid-based multi-payer system.
"This very complex system has been 10 years in the making, but seeing it through to today's launch is an example of our commitment to enhancing technology to improve efficiencies in the department," said Wos.
"We anticipate that NCTracks will save the state $35 million each year in operating costs while making it easier for providers to submit claims and receive more accurate reimbursements."
Starting today, Medicaid providers will be able to submit claims using the new NCTracks online portal, www.nctracks.nc.gov. Besides normal claim volumes, NCTracks faces a backlog of approximately 1.5 million claims that accumulated during the 10-day transition period from the old system. Backlogged medical claims will be phased into NCTracks over the first two weeks of operations. Already, all 424,706 backlogged pharmacy claims from June 21 were successfully processed in NCTracks early this morning.
"Based on conversations with other states that made similar, successful system conversions, we anticipate two primary sources of disruption during the first 60 to 90 days: expected technical issues and a learning curve for users," said Joe Cooper, DHHS Chief Information Officer.
"In preparation for today's launch, we have established a call center with expanded hours and staff to manage the expected increase in call volume, as well as a centralized command structure with a 24/7 response team that is resolving technical difficulties as swiftly as possible."
Providers with questions or technical difficulties can reach a live customer service agent by dialing the Call Center at 1-800-688-6696. Cooper said despite increased staffing and extended hours, the Call Center anticipates longer than normal wait times. A new feature has been implemented for callers to notify them of the wait time before a live customer service agent joins them on the call. Callers on hold are advised to find answers to frequently asked questions on the NCTracks portal (www.nctracks.nc.gov), or submit their questions via email at NCMedicaid@csc.com. Providers who call DHHS staff for assistance can expect to be redirected to the Call Center for the most accurate answers to their questions.