NCTracks Launch Avoided Complete Derailment, But Problems Persist
July 10th, 2013 by Elaine Ellis Stone
As practice managers, Medicaid providers and the NC Department of Health and Human Services (DHHS) itself held its breath, on July 1, DHHS launched its new Medicaid claims processing system, NCTracks. While DHHS’s own predictions about how seamlessly the changeover would occur were less than optimistic, the worst case scenario of a total failure of the system did not come to pass. Still, many practices were unable to access the system at first and were frustrated by hour-plus hold times at the Call Center set up by the system’s contractor CSC to handle complaints.
Now, more than a week later, the new system has processed more than 2 million claims, according to DHHS, and the major kinks are being worked out. Hold times are still long at the Call Center, and new glitches seem to be uncovered each day. CSC and DHHS staff have been working around the clock and over the July 4 holiday to address the problems as they come up.
To advocate for NCMS members experiencing problems with the system, NCMS developed an on-line ”Trouble Log” prior to the launch day. Members are asked to log their issues and NCMS staff is then able to pick out patterns of problems to relay to CSC for correction. DHHS Chief Information Officer Joe Cooper expressed his department’s appreciation for our help in a letter to Conor Brockett, NCMS Associate General Counsel on July 2.
So far, the Trouble Log is receiving between 20 and 30 entries each day. Members are encouraged to contact CSC’s Call Center directly at 1-800-688-6696 for correction of their specific complaint, and to log it on the NCMS Trouble Log, so we are able to aggregate the most common issues and report them as a group to CSC.