As a result of the Trouble Log the NCMS set up for providers to document their NCTracks issues, we have been able to track these issues and work with CSC directly to correct them. Many initial complaints centered on NCTracks access issues such as the inability to login to the system or progress past certain online steps due to system timeouts or page misdirections. It appears that these issues have been largely resolved.
The second and third weeks of NCTracks showed a rise in complaints regarding call wait times when holding for a call center representative as well as an increase in issues related to incorrect taxonomy codes. Providers have also expressed frustration over the system’s incorrect assignments of user roles to staff members and the difficulty in obtaining prior approvals.
To help us understand your NCTracks experiences and issues, fill out an NCMS Trouble Log report on our website. Doing so enables the NCMS staff 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.
Providers 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. Many thanks to those physicians and practice staff who have taken the time to utilize the NCMS NCTracks Trouble Log, as this feedback has been crucial to resolving common problems.